Business Profile
Toll Booth
RiverLinkThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for RiverLink's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 653 total complaints in the last 3 years.
- 182 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/05/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've received duplicate bills from Riverlink for two violations with a picture of my car and license plate which is correct. However, they used the picture for violations of my car when I have proof I was in California and my car was not driven by any other person.
I can prove I was in California visiting doctors, etc.
They are crooks and need to be stopped.Business Response
Date: 05/05/2025
5/5/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:05/05/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Riverlink sent me 2 bills in March/April for 2 separate occurrences that claimed to be the 3rd and 4th notice of each bill. These tolls took place back in the fall, maybe November (original date isn't even on the bill) and no 1st or 2nd notice was ever sent. The bills are currently $55 and $120. They continue to send monthly bills now and the late fees are accruing. I've heard similar stories, and I refuse to pay close to or over $100 when I should only be charged $10 per toll.
The legal team cannot be reached through Riverlink.
This bill needs to be rest to original amount, and I'll pay it accordingly.Business Response
Date: 05/06/2025
5/6/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:05/05/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband made a trip to Indiana and passed away 3 days later. I received a toll bill from River Link for this trip and paid it. I then received a statement for another toll and a late fee. They said they sent a bill but I never received another one. I paid the bill but asked to reverse the fee. They refused and have added another $25. Taking advantage of a disabled widow with criminal practices.Business Response
Date: 05/05/2025
5/5/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeaCustomer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because: The business has NOT reached out to me about anything. So they're lying.
Sincerely,
******** *************Initial Complaint
Date:05/01/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good Afternoon , June 8/2024 I purchased a new vehicle and contacted Riverlink and provided them with the information . The agent sent a new transponder out and I attached it to the new vehicle . At no time during that call did the agent on 6/8/2024 state that I needed to contact them back for any thing further. Now I'm being charged a total of $172.26 ( Billing from 7/2024-4/2025 Due 5/11/25. If I had been notified in a timely manner by Riverlink I would've made the required payment and this charges wouldn't have been high. I asked the sup for Riverlink to take accountability for the agent falling short of providing all the requirements at the time I called 6/8/24 and not receiving a bill in a timely manner to address. I'm asking if this bill can be adjusted and half the charges (11 ) of them be removed . The reaming 12 be adjusted to the transponder rate ($2.61) due to the misinformation provided and not receiving a bill until 10 months later . I do have the personal transponder number **********. If this was handled correctly and appeared on my online account I would've addressed promptly at that time . The supervisor denied my request and I request to speak with someone higher I was told that Upper Management does not take calls .Business Response
Date: 05/02/2025
5/2/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:04/30/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My complaint is with River Link IN & KY. I have paid them over $1000 in less than four months by simply going to work and back five days a week. My daughter is also on my account and also uses the bridge to get to work. They will not reverse any charges that are unjust. I had my account set up for automatic withdrawal but they were more money than was needed and admitted that. They did refund $40 a couple of years ago. So I stopped allowing them to withdraw money from my account. Now when I try to make a payment online, the website says it sent a code to my text messages but I never receive the code. I tried numerous times. I can't log in without the code. My account went in the negative because I couldn't log in because I couldn't get the code. They close before I get home from work every day. They charge full price for both cars when my account is in the negative. So I have to pay full rate even though we have transponder.s. They will not reduce the charges after I explained and I had to sit on hold for almost 30minutes. River link is ripping people off and are not being held accountable by anyone.Business Response
Date: 05/01/2025
5/1/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:04/30/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Got charged for tolls I don't know about. I stopped at 3 tolls paid all in cash. Not the first time this happened. I paid those as well. I'm tired of paying tolls that I don't know about. There's no reason why they don't have warnings of tolls ahead so we could expect it in the mail. Hidden tolls are uncalled for. Over $5 per toll is bad enough. I want people to know there's enough scams out there to worry about. Something needs to be done here. They need to let us know about up coming toll fees. Its not about the money. It's just not right. How am I to know employees aren't double charging me. I get these every time I go see my dad in Illinois. I pay my tolls. **Business Response
Date: 05/01/2025
5/1/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer directly
to resolve this issue.
If you have any further
questions or need additional information or help, please log onto ********************* *** or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****Initial Complaint
Date:04/29/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
At some point I had gone through this toll, I’m not even sure when because the bill I received doesn’t have any details of when it happened. I drive to and from Kentucky often as I have family there, and I had no clue I was even going through a toll at all, there was no notice anywhere and my GPS never said anything about there being a toll. I always try to avoid tolls, so how I took one without knowing is beyond me. I received ONE bill in the mail, just ONE and somehow I was already on a 3rd notice, and had a $5 and $25 late fee tacked onto my bill. I tried to dispute it with the company and was denied. How am I gonna be charged a “late” fee for a bill supposedly 2 times before when I only received ONE bill in the mail. Especially when I didn’t even know when or where I was at when I passed through a toll. I think there needs to be more warning about upcoming tolls, and they need to make sure bills are actually being sent out. Now since I did go through a toll I have no problem paying the original toll fee of $5.04, but I absolutely have a problem paying a late fee for something when I didn’t even know the fee existed in the first place. How would I have know to pay a toll fee when-
1: I had no clue when or where I was when passing through the toll
2: Since I had no clue I had passed through one I wouldn’t know how much was owed or where to pay it
3: I WAS NEVER ORIGINALLY BILLED FOR IT, I ONLY RECEIVED A BILL ON THEIR SUPPOSED 3RD TIME.
It’s especially fishy that on the ONLY bill I have received from them there isn’t ANY information on when this occurred. How are you going to charge me a late fee and not even tell me when I went through the toll in the first place? I would like my late fees to be dropped, immediately, so I can pay the $5.04 and move on with my life. And best believe I will be taking extra precautions to make sure I NEVER go through a toll again, ESPECIALLY that one.Business Response
Date: 04/29/2025
4/29/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint ID: ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamCustomer Answer
Date: 04/29/2025
Complaint: ********
I am rejecting this response because: They are not helping me at all. They will not work with the fact that they are in the wrong and only sent me a bill on the third notice. That is not my fault that they didn’t send me any of the other bills until it was too late. It’s either pay $30 extra or pay $20 to creat an account and waive the fees. I do not want to pay extra for something that wasn’t my fault, it’s not right.
Sincerely,
******* *******Business Response
Date: 04/30/2025
4/30/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamCustomer Answer
Date: 04/30/2025
Complaint: ********
I am rejecting this response because: No one is understanding that this business does not k so how to notify people when they have a bill due. Why did I only receive a bill on my “third notice” with 2 late fees tacked on? It’s not my fault that their company can’t properly give people their bills on time. Why did I only receive it almost a whole year after the fact? How would I have ene known I had to pay something when it never came?? I just don’t understand how they can continuously get away with only sending people the bill after their “third notice”. I’ve read so many other complaints on this company of them doing the exact same thing to them, especially travelers who are not familiar with the area. It’s ridiculous and I’m not paying for those late fees. It’s not my fault they didn’t bill me until almost a year after, that is on THEM, not me.
Sincerely,
******* *******Business Response
Date: 04/30/2025
4/30/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:04/28/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I continue to pay on the high over charging ridiculousness of riverlink tolls. My balance went from 280 to almost 500 dollars. I have a transponder and upon looking through they are double charging late fees. I am a single mom of 4 and cannot just whip 500 out to pay for this. I have spoke to people on numerous occasions and would like the late fees removed I pay what I can when I have extra money but to be robbed by a toll system is unreal. I have never had so many issues with this company and their costumer service I have tried to call on multiple occasions resulting in long hold times and no one to answer so I would like to have some kind of assistance getting these late fees off. I think it is crazy to have a transponder for them to turn around and triple charge to cross a bridge. Thousands have complained and nothing seems to get done.Business Response
Date: 04/28/2025
4/28/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:04/24/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint:
I am filing this complaint against RiverLink regarding excessive and unjust toll charges applied to my account, along with the accumulation of penalties and fees that I am now unable to reasonably pay off.
Between the time my transponder was active and up to March 9, 2025, I was charged full toll rates instead of discounted transponder rates solely due to having a negative balance — not because I broke any rules or failed to register my vehicle. My transponder was in place, and my account should have been recognized. The system penalized me for not having funds preloaded, even though I was using the tolls only for work-related commuting.
Additionally, I was blocked from receiving a transponder for my new vehicle until the old balance was paid. As a result, every crossing in my new car was charged at the full rate, compounding the issue. Meanwhile, late fees and penalties continued to accrue, creating a snowball effect that is now unaffordable.
This practice is not only predatory but disproportionately affects working-class individuals who are trying to earn a living and support their families. Charging someone more for simply not having money in their account — even when they comply with system requirements — is fundamentally unfair.
Resolution Sought:
I am requesting that RiverLink remove all toll charges, late fees, and penalties incurred up to March 9, 2025, in full.
I am not asking for forgiveness moving forward — I simply want a clean slate so I can participate in the toll system fairly without being punished for past hardship.
I also request that I be allowed to obtain a new transponder for my current vehicle without being forced to pay the old, disputed balance first.
This request is not an attempt to avoid responsibility — it is a call for fairness and a reasonable resolution to a system that has created financial hardship for countless commuters like myself.Business Response
Date: 04/28/2025
*********
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamCustomer Answer
Date: 04/28/2025
Complaint: ********
I am rejecting this response because:
I hereby reject RiverLink’s April 24 response to my BBB complaint, for the following reasons:
No Proof of Notice
RiverLink claims “all invoices were sent…in a timely manner,” yet has produced no evidence—no mail-tracking receipts, postage records, or email headers/time-stamps—to show a single Monthly Bill or e-invoice was delivered between October 2023 and December 2024.
Under their own Terms & Conditions (§ VIII.c & II.h) and the Kentucky Uniform Electronic Transactions Act (KRS 369.115), notice by mail or electronic delivery is a prerequisite both for assessing late fees and for starting the 60-day dispute window.
Improper “Video-Rate” Charges
They admit my account fell into a negative balance, but charging the higher unregistered “video” rate without first mailing the required Monthly Bills (T&C § VIII.c) breaches their contract.
No “transponder defective” or “insufficient balance” warnings were issued, as required under T&C § IV.g, before video-rate tolls applied.
Unfair & Deceptive Practices
Assessing undisclosed penalties and switching rates without proper notice violates Kentucky’s Consumer Protection Act (KRS 367.170) prohibiting unfair or deceptive trade practices.
Requested BBB Action:
Please (a) find RiverLink’s response insufficient under both their own Terms & Conditions and Kentucky law, (b) direct RiverLink to produce proof of every invoice sent and, absent such proof, (c) require reversal of all video-rate tolls, late-payment fees, and penalty charges from October 2023 onward, and rebilling at the proper transponder rate.
Thank you for your attention to this matter.Business Response
Date: 04/29/2025
*********
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate TeamInitial Complaint
Date:04/22/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Overcharging of late fees and penalties. No option to pay once dispute was dismissed, just an automatic doubling of fees. Unreasonable fees and lack or consideration and grace period on original $10 invoice.Business Response
Date: 04/23/2025
4/23/2025
****** ******** ******* **** *** ****** ******************
***** ********* **** ****
*********** ** *****
Complaint
ID: ********
On behalf of RiverLink, we sincerely apologize
for the frustration our customer has experienced.
RiverLink has reached out to the customer directly
to resolve this issue.
If you have any further
questions or need additional information or help, please log onto riverlink.com/contact
us/ or contact RiverLink Customer Service at ************ ********** where
agents are available to
assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
***************** * ************** **************** * *****************************
********* ******** ******* ******** ****
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