Complaints

This profile includes complaints for EZ Pass New Hampshire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  EZ Pass New Hampshire

  54 Regional Dr Concord, NH 03301-8502

• 

  EZ Pass New Hampshire

  PO Box 2950 Concord, NH 03302-2950

The 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:06/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Received invoice ************* for a toll incurred 4/14/2023, addressed to my mother who has been dead for three years. License plate on invoice has never been registered to any member of our family, and the car pictured is a make we have never owned. No member of our family has been in the state of NH since 2018.
  
  Can't find any place to get more info about this. Currently wondering if it is an error on NH EZPass's part or if someone has stolen my dead mother's identity.

  Business Response

  Date: 06/02/2023

  The violation image was misidentified with the wrong state.  The violation has been dismissed and no further action on your part is required.

  Customer Answer

  Date: 06/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  * ****

• Initial Complaint

  Date:05/17/2023

  Type:Billing Issues
  Status:

  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 filed a refund request with EZ Pass because my account was being charged for a license plate that is not mine. EZ Pass denied my refund because the same plate # was on a vehicle I owned in 2010, and had been added to my account at that time. I have not owned that vehicle or license plate in over 10 years. I contacted NH DOT to dispute EZ Pass's decision.
  
  NH DOT responded with a "settlement offer," wherein I would pay them an additional $750+ or I would have my registrations revoked. Of this amount, only $46 is actual toll fees--the rest is "administrative fees."
  
  My EZ Pass account is in good standing and auto-debits from my checking account. None of fees associated with the "settlement offer" appear in my online dashboard.
  
  In short, I have paid over $100 in tolls for a vehicle I don't own, and was denied a refund. In addition am being asked to pay an additional $750+ for charges that are not linked to my EZ Pass account at all.

  Business Response

  Date: 05/31/2023

  Please contact NHDOT at ******** at your earliest convenience to discuss the violation information.

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: they requested I call NH DOT to discuss but did not provide a valid phone number. Phone number provided is missing the middle three digits. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/01/2023

  Please call ###-###-####.

  Customer Answer

  Date: 06/03/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: the number provided only connects to an automated message that repeats "to leave a message, please press 9." There are no other options and now way to speak with a human. I left a message at 9am on Friday and no one has called me back.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/05/2023

  Mr. *****,

  It is my understanding that the two issues have been resolved by NHDOT during the phone conversation on 6/5/23.  If that is not the case, please contact NHDOT at ###-###-####.

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service Issues
  Status:

  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.

  EZpass is telling me I owe 13,000$ in administrative fees and will not provide me a payment plan for the actual 400 bill that I owe. I have reached out they can't provide numbers of humans to talk to only emails and the whole issue started because an ezpass worker put my license plate in incorrectly but I am made to pay for their mistake. Terribly rude customer service.

  Business Response

  Date: 05/19/2023

  This
  is the Department of Transportation's response to the complaint file with the
  BBB by Lexi ******. 
  Pursuant
  to law, the BBB must provide a waiver signed by Ms. ****** authorizing NHDOT
  and NH E-ZPass to release her confidential NH E-ZPass violation history to the
  BBB.  However, without the signed waiver, I can provide the BBB with the
  toll collection process that is followed and I can respond to information
  provided by Ms. ******.
  The
  Turnpike System is a user-based fee system, operated and maintained solely with
  toll revenue. Those who choose to use the System must pay the tolls at the time
  of use.  If someone cannot afford the tolls or chooses not to pay the
  tolls, they must use alternative non-toll roads.  When using the Turnpike
  System, there are several payment methods that do not incur fees:  cash,
  pre-funded NH E-ZPass account, pre-funded plate account, or pay within 7 days
  of transaction date.  The ability to pay the toll within 7 days without
  any additional fees is posted on large signs at the toll facilities.  A
  funded, updated NH E-ZPass account ensures that the toll is paid at the time of
  use, while providing the customer with a 30% discount on tolls in New
  Hampshire.
  Accountholders
  and non-accountholders alike are required to pay the tolls at the time of
  use.  When an operator fails to pay the toll at the time of use or within
  7 days under the “7 days to pay” program, NH E-ZPass begins the invoice process
  to collect each unpaid toll.  The first notice is mailed, requesting payment
  of the toll plus $1.00 fee, payable in 30 days. If the first notice goes
  unpaid, a second notice is mailed, requesting payment of the toll and $1.50
  fee, payable in 30 days.  If the second notice goes unpaid, each matter
  escalates to a violation and a third notice, a Violation Notice, is mailed
  requesting payment of the tolls plus the $25.00 fee.   Each invoice
  states that if unpaid, the fees will escalate.
  Ms.
  ****** is not an E-ZPass accountholder.  She used the Turnpike System for
  over a year without using any of the payment options that would have paid the
  toll at the time of use without any fees. Then she failed to pay the invoices
  at the initial fee level of $1.00 and then $1.50.  She allowed each unpaid
  transaction to escalate to a violation with the $25.00 fee, resulting in, as
  she stated, over $14,000.00 in fees for hundreds of violations ($25.00 fee per
  violation).
  Ms.
  ****** has a significant number of violations.  In March of 2023 Turnpikes
  offered her a settlement on the fees with a payment plan.  But she
  declined to pay the tolls or the fees and requested a review by the Turnpikes
  Administrator.  The Administrator lowered the fees significantly on the
  condition that Ms. ****** pay the tolls by 4/14/2023 and the fees by
  5/5/2023.  When she failed to pay anything by either deadline, her
  information was submitted to DMV HOLD for suspension of her vehicle
  registration.  After both deadlines had passed, she then requested a
  review of the fees by the Senior Hearings Examiner.  Since the tolls were
  still unpaid, the Senior Hearings Examiner declined to review the fees until
  the tolls are paid. The tolls remain unpaid.
  Per
  the DMV notice, an individual has 30 days to clear the violations or their
  vehicle registration will be suspended on the 31st day.
   Pursuant to law, once in DMV HOLD, the individual cannot be released from
  DMV HOLD until the violations are cleared. 
  Ms.
  ****** was advised to notify the Senior Hearings Examiner when the tolls are
  paid so the fees can be reviewed.  
  Ms.
  ******’s vehicle registration remains suspended until she clears the
  violations.  So even though NH E-ZPass will accept payments, her
  registration will remain suspended. 

  NHDOT

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This is the second time EZ does this. THIS IS NOT MY LICENSE PLATE! I have not lived in NH for five years, I live 1,000 miles away in another state. You should know this because I never re-registered five years ago!!!!! I have the NH plates in my home in another state. Please send me a picture of the violation.
  ************* 
  FIX THIS. IT ISN'T ME!!!!

  Business Response

  Date: 05/18/2023

  ******* *** *******,

  The current violations with the plate ******* have been transferred to the individual who currently has the registration for the plate.  However, you do have several outstanding violations from the duration of time that you had the plate registered.  Please contact NHDOT to discuss the violations.

  NHDOT

  Customer Answer

  Date: 05/22/2023

  Please respond how to contact
  
  
  *** *******,
  The current violations with the plate ******T
  have been transferred to the individual who currently has the
  registration for the plate.  However, you do have several outstanding
  violations from the duration of time that you had the plate registered. 
  Please contact NHDOT to discuss the violations.
  NHDOT

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  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 was scared to say the least, in 2022 when I had to undergo a surgery that turned into another emergency surgery the following day and months and months of recovery. During that time waiting for disability checks for months at a time left my finances out of control and beyond what I could afford. I spent weeks going back and forth to work without pay 50 minutes away.I couldn’t bring myself to face a number so high - knowing I could not pay it. During 2022 I took out a 401K loan just to make it to work and back and take care of myself and my occurring bills - alongside the late fees charges-outstanding balances- from my bank and my creditors. I knew my EZ pass bill was out of control and I knew I had to settle this when I could. I knew that I had owed EZ Pass money, but have been extorted before by their fees , and by them refusing to take ***** *********** off my account when I never put him on the account. I haven’t seen him in over 10 years and they still refuse to take him off – even though he was put on without my consent. They told me that I need to have HIM call to be off MY account that I have to pay for.
  I am currently on registration hold from the DMV- because I owe DOT 22K. If I had gone to work every day last year….365 days @ $2.12 a toll x 4 tolls = $773.80 total. Which is far beyond what I drove would be reasonable, and it's my own state, and my own roads that In…They are price gauging and calling it the law. I would have included my actual charges, but cannot sign into my account even though I have changed my password 5 times today. I can't control my account, I can't see my account, and I can't register my car. If I get a fine or ticket- I will be submitting it to DOT to pay. This is not the first, there are plenty of people who have suffered from this and I have too. UNCONSTITUTIONAL

  Business Response

  Date: 05/18/2023

  This is the Department of Transportation’s response to a
  complaint filed by ******* ********* for tolls and fees incurred for toll
  violations. 
  
  To date, Ms. ********* was offered a settlement on toll
  violation fees by the Bureau of Turnpikes.  Then she asked for a review by
  the Senior Hearings Examiner, which was provided.  Next, she requested
  relief through the Governor’s Office and another response was provided to her.
  
  Pursuant to law, the BBB must provide a waiver signed by
  Ms. ********* authorizing NHDOT and NH E-ZPass to release her confidential NH
  E-ZPass violation history to the BBB.  However, without the signed waiver,
  I can provide the BBB with the toll collection process that is followed, and I
  can respond to information she provided.
  
  The Turnpike System is a user-based fee system, operated
  and maintained solely with toll revenue. Those who choose to use the System
  must pay the tolls at the time of use.  If someone cannot afford the tolls
  or chooses not to pay the tolls, they must use alternative non-toll
  roads.  When using the Turnpike System, there are several payment methods
  that do not incur fees:  cash, pre-funded NH E-ZPass account, pre-funded
  plate account, or pay within 7 days of transaction date.  A funded,
  updated NH E-ZPass account ensures that the toll is paid at the time of use,
  while providing the customer with a 30% discount on tolls in New Hampshire.
  
  Accountholders and non-accountholders alike are required
  to pay the tolls at the time of use.  When an operator fails to fund an
  account and pay the toll at the time of use or within 7 days under the “7 days
  to pay” program, NH E-ZPass begins the invoice process to collect each unpaid
  toll.  The first notice is mailed, requesting payment of the toll plus
  $1.00 fee, payable in 30 days. If the first notice goes unpaid, a second notice
  is mailed, requesting payment of the toll and $1.50 fee.  If the second
  notice goes unpaid, each matter escalates to a violation and a third notice, a
  Violation Notice, is mailed requesting payment of the tolls plus the $25.00
  fee.  (Contrary to Ms. *********’s statement, her fees did not total
  $22,000.00)
  
  An E-ZPass accountholder is required to have a funded
  account at the time of use.  An accountholder can check their account
  balance on-line 24/7 and receive monthly email statements that show the account
  balance and transactions.   NH E-ZPass notifies the accountholder of
  account issues by sending the accountholder text messages, emails, and/or
  letters via USPS that the credit card was declined, low account balance,
  negative account balance, and problem account.
  
  Failure to fund the account results in invoices. 
  Failure to pay the invoices (for the toll plus $1.00 fee and then the second
  invoice for the toll plus $1.50 fee) results in violations.  And failure
  to address the violations can result in DMV HOLD, that is, denial or
  registration renewal privileges, or effective January 1, 2023, suspension of
  vehicle registration.
  
  As Ms. ********* advised you, she is unable to register
  her vehicle.  Her inability to register her vehicle is the consequence of
  her repeated failure to pay the tolls.  
  
  She was offered a settlement for toll violation fees in
  April of 2022.  Despite being aware of the violations, she failed to
  respond or pay the settlement.  Failure to pay resulted in the settlement
  offer being void, her account being suspended (this is why she cannot access
  her account), and her information being sent to DMV HOLD.  DMV sends a
  letter providing 30 days to clear the violations or the individual cannot
  register their vehicle as of the 31st day. 
  
  Ms. ********* states she had surgery in May of 2022, and
  she did not incur violations during May of 2022.  However, since June of
  2022 she began to use the Turnpike System without payment once again, resulting
  in the majority of fees due.  She failed to pay any of the invoices for
  the tolls plus $1.00 fee and then the second invoice for the toll plus $1.50
  fee, allowing each unpaid transaction to escalate to a violation with a $25.00
  fee.  The tolls were finally paid, but the violations are outstanding as
  she still owes the settlement on the fees.   
  
  Due to the significant number of toll violations, she is
  unable to renew her vehicle registration until the fees are paid.  At her
  request, the Senior Hearings Examiner reviewed the fees as a courtesy and based
  on her egregious toll evasion, found the settlement to be reasonable.  
  
  Although NH E-ZPass accepts time payments, under the law
  she cannot be released from DMV HOLD until the violations are cleared; the
  settlement must be paid in full, then the remaining violations can be cleared
  enabling her to register her vehicle. 
  
  Due to the outstanding
  violations, she was advised multiple times that her account is suspended, which is why she cannot access her account.  Also, contrary to her
  statements about another person, ***** ***********, being on her account, Ms.
  ********* was advised that ***** *********** is NOT listed on her account, and
  he has no access to her account.  Mr. *********** did not cause Ms.
  *********’s outstanding violations, which were all incurred by plates
  registered to ******* *********.  
  
  Ms. ********* was advised that going forward, she must
  avoid using the Turnpike System unless she pays the tolls at the time of use
  with a funded account and a working, properly mounted transponder, which
  provides a 30% discount on NH tolls, or other payment options.  

  Business Response

  Date: 05/18/2023

  This is the Department of Transportation’s response to a
  complaint filed by ******* ********* for tolls and fees incurred for toll
  violations. 
  
  To date, Ms. ********* was offered a settlement on toll
  violation fees by the Bureau of Turnpikes.  Then she asked for a review by
  the Senior Hearings Examiner, which was provided.  Next, she requested
  relief through the Governor’s Office and another response was provided to her.
  
  Pursuant to law, the BBB must provide a waiver signed by
  Ms. ********* authorizing NHDOT and NH E-ZPass to release her confidential NH
  E-ZPass violation history to the BBB.  However, without the signed waiver,
  I can provide the BBB with the toll collection process that is followed, and I
  can respond to information she provided.
  
  The Turnpike System is a user-based fee system, operated
  and maintained solely with toll revenue. Those who choose to use the System
  must pay the tolls at the time of use.  If someone cannot afford the tolls
  or chooses not to pay the tolls, they must use alternative non-toll
  roads.  When using the Turnpike System, there are several payment methods
  that do not incur fees:  cash, pre-funded NH E-ZPass account, pre-funded
  plate account, or pay within 7 days of transaction date.  A funded,
  updated NH E-ZPass account ensures that the toll is paid at the time of use,
  while providing the customer with a 30% discount on tolls in New Hampshire.
  
  Accountholders and non-accountholders alike are required
  to pay the tolls at the time of use.  When an operator fails to fund an
  account and pay the toll at the time of use or within 7 days under the “7 days
  to pay” program, NH E-ZPass begins the invoice process to collect each unpaid
  toll.  The first notice is mailed, requesting payment of the toll plus
  $1.00 fee, payable in 30 days. If the first notice goes unpaid, a second notice
  is mailed, requesting payment of the toll and $1.50 fee.  If the second
  notice goes unpaid, each matter escalates to a violation and a third notice, a
  Violation Notice, is mailed requesting payment of the tolls plus the $25.00
  fee.  (Contrary to Ms. *********’s statement, her fees did not total
  $22,000.00)
  
  An E-ZPass accountholder is required to have a funded
  account at the time of use.  An accountholder can check their account
  balance on-line 24/7 and receive monthly email statements that show the account
  balance and transactions.   NH E-ZPass notifies the accountholder of
  account issues by sending the accountholder text messages, emails, and/or
  letters via USPS that the credit card was declined, low account balance,
  negative account balance, and problem account.
  
  Failure to fund the account results in invoices. 
  Failure to pay the invoices (for the toll plus $1.00 fee and then the second
  invoice for the toll plus $1.50 fee) results in violations.  And failure
  to address the violations can result in DMV HOLD, that is, denial or
  registration renewal privileges, or effective January 1, 2023, suspension of
  vehicle registration.
  
  As Ms. ********* advised you, she is unable to register
  her vehicle.  Her inability to register her vehicle is the consequence of
  her repeated failure to pay the tolls.  
  
  She was offered a settlement for toll violation fees in
  April of 2022.  Despite being aware of the violations, she failed to
  respond or pay the settlement.  Failure to pay resulted in the settlement
  offer being void, her account being suspended (this is why she cannot access
  her account), and her information being sent to DMV HOLD.  DMV sends a
  letter providing 30 days to clear the violations or the individual cannot
  register their vehicle as of the 31st day. 
  
  Ms. ********* states she had surgery in May of 2022, and
  she did not incur violations during May of 2022.  However, since June of
  2022 she began to use the Turnpike System without payment once again, resulting
  in the majority of fees due.  She failed to pay any of the invoices for
  the tolls plus $1.00 fee and then the second invoice for the toll plus $1.50
  fee, allowing each unpaid transaction to escalate to a violation with a $25.00
  fee.  The tolls were finally paid, but the violations are outstanding as
  she still owes the settlement on the fees.   
  
  Due to the significant number of toll violations, she is
  unable to renew her vehicle registration until the fees are paid.  At her
  request, the Senior Hearings Examiner reviewed the fees as a courtesy and based
  on her egregious toll evasion, found the settlement to be reasonable.  
  
  Although NH E-ZPass accepts time payments, under the law
  she cannot be released from DMV HOLD until the violations are cleared; the
  settlement must be paid in full, then the remaining violations can be cleared
  enabling her to register her vehicle. 
  
  Due to the outstanding
  violations, she was advised multiple times that her account is suspended, which is why she cannot access her account.  Also, contrary to her
  statements about another person, ***** ***********, being on her account, Ms.
  ********* was advised that ***** *********** is NOT listed on her account, and
  he has no access to her account.  Mr. *********** did not cause Ms.
  *********’s outstanding violations, which were all incurred by plates
  registered to ******* *********.  
  
  Ms. ********* was advised that going forward, she must
  avoid using the Turnpike System unless she pays the tolls at the time of use
  with a funded account and a working, properly mounted transponder, which
  provides a 30% discount on NH tolls, or other payment options.  

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  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 just learned from calling easy pass yesterday that I have some crazy $13,000 of fees. I have had a pattern of every couple months calling easy pass finding out what I owe and paying it has never once went over $30 or more than two invoices. I also ask again before I get off the phone. This is all I owe right and I have always gotten a yes this is all you. Oh, you are all set. I have been in and out of moving situation due to a break up and losing my kids from my mental ex. I attempted to take my life and I have been sober for a year and seven months. This is the last thing I need to be worrying about. so yes, the past few months I have not been worrying about easy pass. I did not know this was going on behind the scenes. Even none of the letters I have opened ever said anything about this crazy $13,000 it’s almost like it’s being hidden to torture people and scare them into paying. I would’ve been paying if I have known. I just recently lost my company due to Covid. I was put away in Valley Street for three months from a false charge that got dropped that I am working with a lawyer to take care of because that also made me lose my apartment my car and the new wonderful job I had. I am absolutely panicking and furious about this $13,000 thing. I owe 400 and something dollars that is a few invoices. I paid a $67 invoice yesterday and at the end of every week I am going to pay another invoice each week. I need to figure out what we can do about this crazy insane highway robbery $13,000 that acquired Through these outrageous fees. I have barely even had easy pass for four years. Maybe more either way I have asked many times what I owed and I’ve always paid either online or through the phone and this $13,000 thing has been hidden until yesterday. This is more than highway robbery. This is just robbery fraud/ scam. I understand there will be fees. I would like to work out some sort of settlement and a payment plan so I can get this red flag off. Of me.

  Business Response

  Date: 05/03/2023

  Mr. ****,

  I have been advised that you have been in touch with NHDOT and received a settlement with a payment arrangement on 5/3/23.

  Regards, 

  NHDOT

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  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 cannot afford the outstanding fees put on unpaid tolls. I received a letter stating my registration would be suspended.. and I could be arrested???? I work full time and live pay check to pay check. I rely on my vehicle.. Any help would be appreciated! Thank you.

  Business Response

  Date: 05/04/2023

  Please contact NHDOT at ###-###-#### at your earliest convenience.

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  Status:

  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.

  In early 2022, I had been unemployed for a much longer period than I had anticipated, and had been taking day jobs/temp jobs to make ends meet. I was broke, absolutely no money. While passing through the tolls, I fully intended to pay the tolls I had accrued, yet circumstances were never right (if I pay tolls, I may not have enough gas to get to work sort of deal). I switched jobs around the time I developed the toll balance (which was over a period of about 3 months, totaling around 60$ in tolls.) where I didn't need to use the highway. unfortunately, I had been injured in the past few years which had caused me to experience amnesia, impairing my ability to recall things easily. Unfortunately the EZ pass tolls fell in arrears, applying nearlyf 1200$ in balance to my account in only 60 days.
  
  Let me make some points. If they didn't remove the toll booth operators for which I could pay physical cash (I would almost always have some quarters at least), this would never have happened. If I wasn't already so broke that I can't repair my car, or have a surprise balance subtracted from my account to "refill" the transponder account, and such, then this like would never have happened. I recently paid nearly $3000 to repair my car. It's all of my recent savings (the most I've ever been able to save in my life). Unfortunately, I need to have a car to live. Unfortunately, I am completely broke. Unfortunately, I have memory problems which affects my ability to even maintain a normal routine in my life. Unfortunately, I cannot register with this balance, and I may be arrested... I may be arrested because I was effectively too poor to buy into their forced system, and forgot because of a medical disability. Don't use the highways? That doesn't sound feasible.
  
  One final point I'd like to make. Imagine if you invested in a $0.75 stock, and it went to 25.75 in 60 days? Do you know what the return is on that? 3,300%. That's 33 times the value. in only 2 months. This is predatory.

  Business Response

  Date: 04/24/2023

  April 24, 2023
  **** * *******
  ** ****** ***** ** **
  ********** ** **********
  NH E-ZPass Violations
  
  Dear **** ** *******:
  I am responding to your BBB complaint #******** which we received on April 14, 2023.
  A review of your unpaid transactions show that you are using dedicated E-ZPass lanes; there is no toll attendant in these lanes to collect cash
  payments. You have the option to pay for the toll within 7 days of the transaction without incurring a processing fee by going to our website
  at www.ezpassnh.com/postpay-trip. This information is posted on large signs at the toll facilities and highway signs.
  When an operator fails to pay the toll at the time of use or within 7 days, NH E-ZPass begins the invoice process to collect each unpaid toll.
  The first notice is mailed, requesting payment of the toll plus $1.00 fee, payable in 30 days. If the first notice goes unpaid, a second notice is
  mailed, requesting payment of the toll and $1.50 fee. If the second notice goes unpaid, each matter escalates to a violation. Then a third
  notice, a Violation Notice, is mailed requesting payment of the tolls plus the $25.00 fee for each violation. These fees are outlined in NH
  TRA 700 which must be approved by the legislature.
  Currently, there are 73 open violations with $1,600.00 in administrative fees and $0.75 in tolls, for a total of $1,600.75 outstanding. While
  reviewing your violation transactions, it was identified that to date, NH E-ZPass sent you 24 invoices about the outstanding violations. It was
  also noted that you had previously been through this process two times prior for the same issue.
  Payment of $500.75 ($500.00 in administrative fees and $0.75 in tolls) must be received by May 24, 2023. If the payment is not
  received by the due date of May 24, 2023, the following consequences will result:
  ? The settlement offer is void.
  ? In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended. Operating a vehicle
  under suspension is a misdemeanor, which is an arrestable offense.
  ? Your E-ZPass account will be suspended until the matter is cleared. If the account is suspended, you must remove all
  transponders from your vehicles and pay online within 7 days, including the date of transaction. Any balance on the E-ZPass
  account will be applied to unpaid transactions.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted. We do accept
  cash, credit cards, money orders or certified bank checks. You may call the customer service center at ###-###-#### to submit payment
  over the phone or visit a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the automated phone payment line as then fees cannot be
  waived.
  Sincerely,
  NH E-ZPass Customer Service 
  

  
  

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  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 name is **** *****, plate number ****** MA, anyways I started doordash last year and used the NH tolls quite a bit, anyways me and my wife of 11 years split , I ended up moving in with my parents, I changed my address with the MA rmv, and I never recieved any mail from ezpass about my totals ect, my wife never told me about any mail going to the house I used to live at either.. I just checked an old ezpass invoice and I was absolutely shocked to learn that I owed over $800 dollars in administrative fees on top of the toll?!?!? I have no problem paying for the toll but these fees are going to kill me and I never recieved any mail at me newer address. So I'm writing in hopes of them settle on a lesser amount, or removing the admistrative fees.. I had tolls prior to the summer that I always paid.. But either my ex wife was spiteful not giving me my mail or ezpass goofed with the proper address.. So I'm desperately looking for an adjustment..

  Business Response

  Date: 05/05/2023

  April 7, 2023
  ******** * *****
  ** ******** ***
  *********** ** **********
  RE: Better Business Bureau (BBB) Complaint #********
  
  Dear ******* * *****:
  I am responding to your BBB complaint #******** that we received on April 6, 2023.
  A review of your unpaid transactions show that you are using dedicated E-ZPass lanes; there is no toll attendant in these lanes to collect cash
  payments. You have the option to pay for the toll within 7 days of the transaction without incurring a processing fee by going to our website at
  www.ezpassnh.com/postpay-trip. This information is posted on large signs at the toll facilities and highway signs.
  When an operator fails to pay the toll at the time of use or within 7 days, NH E-ZPass begins the invoice process to collect each unpaid toll. Invoices
  are mailed to the address on the vehicle’s registration, name and address are provided by MA RMV. NH E-ZPass requested the registration
  information on 4/4/22, 7/5/22, & 1/3/23. Each query returned ** ************ **** *********** **. We mailed 28 for the unpaid tolls and
  administrative fees, to your attention to that address.
  The first notice requested payment of the toll plus $1.00 fee, payable in 30 days. When the notice went unpaid, a second notice was mailed,
  requesting payment of the toll and $1.50 fee, payable in 30 days. When the second notice went unpaid after 30 days, each matter escalated to a
  violation. A third notice, a Violation Notice, was mailed requesting payment of the toll plus the $25.00 violation fee per transaction. The fees
  charged are set with Legislative Approval and can be found in TRA 700 E-ZPass Rules.
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $1,104.50 for a lump sum payment of
  $250.00 in administrative fees, plus tolls.
  Payment of $294.00 ($250.00 in administrative fees, $44.00 in tolls) must be received by May 7, 2023. Failure to respond with the payment
  by May 7, 2023, means that you have rejected our offer to resolve this matter. If you reject this offer the following will occur:
  ? The settlement offer to lessen administrative fees is void.
  ? In accordance with the Massachusetts Reciprocal Agreement your license and motor vehicle registration renewal privileges will be denied.
  ? If this matter remains unsettled for a year your account will be closed indefinitely. Any balance on the E-ZPass account will be applied to
  unpaid transactions.
  ? Failure to submit payment within 45 days may result in referral to the Office of the Attorney General for collection. If this matter is
  referred to the Attorney General’s Office for collection, we may seek payment of the tolls plus the full amount of administrative fees due.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted. We do accept cash, credit
  cards, money orders or certified bank checks. You may call the customer service center at ###-###-#### to submit payment over the phone or visit
  a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the automated phone payment line as then fees cannot be waived.
  Sincerely,
  NH E-ZPass Customer Service
  cc: Denise
  Sincerely,
  NH E-ZPass Customer Service
  cc: Denise

• Initial Complaint

  Date:04/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  after recently receiving letters in the mail for $52 plus $17 in administrative fees from tolls that are paid , dated roughly 3/10/23 and 3/13/23 from tolls last August and last Dec I made a $17 payment online and still it stayed on my account then I paid $17 again and there was still $17 due At this point I made one more $17 payment and it still showed I owed $17 after call customer service the person was rude said they could not help me because they were administrative fees not tolls. The $52 is for when I went thru tolls once in Hooksett then again on my return trip. My car was listed and my account had funds in it. I called in August when I got the notice and was told it was an error and they deducted toll money, but I guess the admin fees were not removed. In the meantime 3/2023 they refunded all 3 $17 payments without telling me and started sending invoices again for $52 and $17. Previous tolls were all paid, I never received any notices for the August and Nov/Dec invoices until March 2023. I called customer service and was told I owe the money but they cant take payments for admin fees at the number you call on notices. The system is obviously flawed . I dont owe the fees tolls were all paid.In fact ez pass deducted the $17 before I got notices this March.
  Please help I do not owe these fees. This is a financial hardship for me and my family.

  Business Response

  Date: 04/07/2023

  Dear ******* * *****:
  I am responding to your BBB complaint #******** that we received on March 10, 2023.
  We received an email from you on March 23,2023 regarding outstanding violations and fees. After reviewing the history,
  the fees were waived as a one-time courtesy on March 28, 2023 and a letter was sent to notify you.
  When your vehicle passed through the lanes the system did not read a transponder and the license plate was used to locate
  a valid account. The violations you referenced were incurred from not having all license plate information listed on your
  account at the time of the transactions. When a plate is not listed on a valid account, the transaction is not able to post
  through an account and a violation is incurred. Further review of your account information identified that your
  transponder was issued in June 2015. Transponders are warrantied for 5 years; your transponder is 8 years old.
  To avoid any further transactions from being incurred it is recommended that you have the transponder tested at a Walk-In
  Center and purchase a replacement (current cost of $6.69) if necessary. Please be sure that all vehicle plates and plate
  types (located on your vehicle registration) are current and up to date. 
  

  Customer Answer

  Date: 04/10/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****