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.

close

Find a Location

EZ Pass New Hampshire has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/03/2025

  Type:Service or Repair 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 moved in March of 2022, on 6/3/2022 I went into the concord *** and changed my address. It was never changed in the *** system so this caused all my EZ Pass transaction bills to never arrive to me. I had no idea that they were stacking up because usually I get a bill in the mail if I go through one. Now because of this my auto registration has been suspended and my daughter almost got arrested because we didnt realize the registration that was suspended is the car she drives. She got a ticket for like $125 and we had to pay a few hundred dollars to ah e it towed. I cannot get my registration reinstated until I pay the 7-8 thousand dollars of fees. I have missed several medical appointments that I needed to go to because my daughter has to use my car to get to work. This is all because someone didnt input my new address back in June of 2022 when I came in to change it. Now EZ pass says this is my fault. My husband did pay the owed tolls, which is the right thing I owed tolls I will pay them but I will not pay for fees when its not my fault and out of my hands. Ez pass did offer me a settlement of like $1000 but I cant afford that. And its NOT MY FAULT! I just want them to own it

  Business Response

  Date: 02/13/2025

  Please see attached letter

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22893794
  
  I do not accept the business's response as a resolution to my complaint because: I have sent in proof that this is not my fault, if my address was changed properly, I would not have incurred administrative fees or any fees for that matter. I am not sure why NH DOT and NH EZ Pass cannot accept responsibility and own up to their mistake. I DO NOT HAVE any money to pay this stuff, I am actually in the process of filing bankruptcy. I will not give up on this and I will spend every dollar I have to fight this. So many people are taken advantage of and because companies like this don't take responsibility people like me have to suffer. I shouldn't have to pay for someone else's mistake. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/14/2025

  Ms. *******,

  Upon review of the information the following was identified:

  - 310 open violations with $14.75 in tolls and $7461.00 in fees due

  - license plate ******* & ******* are not listed on your account (nor have they ever been) and are actively violating

  - your account has not been funded since 3/20/24

  - not having the transponder properly mounted

  Please find attached the ** E-ZPass Terms and Conditions which you agreed to when you opened your ** E-ZPass account regarding consumer responsibility.  

  The paperwork you provided ***** shows correspondence between you and ** *** regarding your mailing address.  You stated that you updated your address with the *** on 6/3/22 but they did not update the address. In the correspondence the *** said they received the change of address paperwork on 6/3/22 and again on 10/23/23.  They also stated they had no idea as to why they did not update the address on 6/3/22.

   For the open violations incurred (with plates ******* & *******) we did not read a transponder, and the plates were not listed on an account so ** E-ZPass requested the *** for the registered owner information. ** E-ZPass relies on the registration information provided by the *** to issue invoices when unpaid transactions are incurred.  The remaining transactions were incurred from an invalid account.

  You stated that you did not receive some invoices.  Upon further review of the information, it was found that violations incurred from12/26/22-12/13/23 were sent to your previous address based on the information received from the ***.  The violations incurred from 12/20/23 to present were sent to the correct address, which we have been receiving from the *** since 12/23/23.

  We will remove the fees for the violations incurred during the timeframe ** E-ZPass received incorrect information, however the fees stand for invoices sent to the correct address.  Payment of $486.00 in fees and $14.75 in tolls, for a total of $500.75 must be received.  Once the total due is received, the remaining $6,975.00 will be waived and the suspension removed from your vehicles.  

   

   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22893794
  
  I do not accept the business's response as a resolution to my complaint because: You said that the *** does have my change of address form form 6/3/2022 and they stated they do not know why it did not get updated. Now your saying i owe for violations that occurred when statements were coming to the correct address as of 12/23/2023. I have 36 pages of the violations and not one is after that date, not prior to 6/3/2022. I would like a print out of all the violations you are referring to. In March of 2024 when we finally figured out there was an issue we went immediately to the EZpass center and paid the outstanding tolls (see attached). I have not used nor do I even know where the transponder is, so your telling me that you cannot go through a toll without one? Correct? I refuse to pay a fee for someone else's mistake. Id love to know how its my fault that my address did not get changed. Id also like to know why every time I speak to someone at EZpass there is a different date. Just today 2/19/2025 had to call to pay a toll and the lady said my partners plate ******* is now apart of this for some reason, and that my plate ******* is not. Nobody seems to have the same information. I will not pay anything more then what I have already paid. $259.50 for tolls, and $125 ticket my daughter got for driving the vehicle after it was suspended and we didn't know.  Seems like the EZpass nor the *** will own up to their mistake, so we will never come to a resolution. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/10/2025

  Type:Order 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 paid all my outstanding tolls to ez pass and a portion of the fees. the amount they want for fees is thousands of dollars when they were continuously sending to my previous adress even tho updated. *** also filed chapter 13 bankruptcy and they refuse to acknowledge this. my ex was the one who drove thru all these tolls. i paid them. i am a single mother w barely enough food to put on the table and now i am without a vehicle as i am unable to register my vehicle that i just financed because of these eronious fees. 50$ per .75 cent toll is insane for paper work i never received. i have worked with them over the phone several times and they are verbally abusive. deceitful, im not sure if this is considered a debt bc they will not answer that question but if it is there is def some serious UDAAP violations. for background i worked in collection lawns for 15 years and have a degree in this type of law.

  Business Response

  Date: 01/24/2025

  Please see attached letter.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22794227
  
  I do not accept the business's response as a resolution to my complaint because: 

  I am writing to formally escalate my unresolved complaint against NH EZ Pass and the New Hampshire **************************** (NH DOT) regarding exorbitant and erroneous violation fees totaling over $30,000. Despite my full compliance in paying over $1,000 for toll violations I did not personally incur but accepted responsibility for as the registered vehicle owner, I have been met with unyielding demands, lack of compassion, and disregard for fair and lawful practices.

  For over a year, I have pleaded with NH DOT representatives ****** and *********, providing clear evidence of my financial hardship as a single mother of two young children, one of whom is under a year old. I receive no financial assistance, work to support my family, and made every effort to pay all past-due toll violations to do what is right. Yet, NH EZ Pass and NH DOT have unreasonably added tens of thousands of dollars in penalties and fees, while refusing to acknowledge legitimate attempts to resolve the matter in good faith.
  
  Additionally:
  1.Bankruptcy Filing: These fees have been included in my active Chapter 13 bankruptcy filing, which is still in process. It is illegal for NH EZ Pass and ****** to pursue these violation-related fees while the bankruptcy is pending, as doing so violates federal bankruptcy law, specifically the automatic stay provision under 11 U.S. Code 362. Despite multiple written correspondences from my attorney, NH EZ Pass and ****** have failed to respond or acknowledge these communications, instead stating that they havent received them.
  2.Settlement Offer and Unfair Practices: NH EZ Pass and NH DOTs offer to reduce these egregious fees by 81%, from over $30,000 to $3,000, underscores that the original amount is baseless and unjustified. If such a significant reduction is possible, a further reduction to zero should also be considered, particularly given that I have already paid all tolls in full.
  3.Harassment and Transportation Suspension: The suspension of my vehicle registration due to these excessive fees has deprived me of essential transportation, directly impacting my ability to work and care for my children.
  ********** Costs and Burden of Proof: NH EZ Pass and NH DOTs refusal to accept prior communications from my attorney and their demands for proof of my bankruptcy filing create unnecessary financial burdens. My attorney has advised against direct contact with creditors, and requiring additional correspondence has exhausted my retainer. This obstructive behavior is unacceptable and may constitute harassment.
  
  I demand that NH EZ Pass and NH DOT immediately:
  1.Cease all collection efforts related to these violation fees, as required by the automatic stay provision of federal bankruptcy law.
  2.Remove all penalties, fees, and related suspensions, restoring my registration to ensure my access to transportation.
  3.Provide written confirmation that this matter is resolved and the balance is zeroed.
  
  NH EZ Pass and NH DOTs actions may also violate consumer protection regulations under the ************************ Act (FTC Act), which prohibits unfair and deceptive practices, as well as state-specific statutes governing excessive and unreasonable penalties. Failure to address this matter promptly will leave me no choice but to escalate this issue further to regulatory authorities, including the ************************ (***), the ************************************ (****), and the ********************************* (***).
  
  This issue has caused undue financial and emotional stress. NH EZ Pass and NH DOTs actions reflect a lack of fairness, compassion, and respect for the law. I urge you to act immediately to resolve this matter.
  
  
  Sincerely,
  ******* *******
  

  Business Response

  Date: 01/27/2025

  Ms. *******,

  You incurred a total of ***** violations (1/15/19-6/21/22) from utilizing dedicated E-ZPass Only lanes at the time of the transactions.  Use of the E-ZPass system without a valid account is tantamount to toll evasion.  Please refer to NH RSA 236:31:

  Evasion of Tolls and Charges:  I.  (h) "Violation''means to fail, neglect, or refuse to pay the toll or charge for the use of a bridge, highway, or part thereof, by a motor vehicle.  II. No person shall fail, neglect, or refuse to pay the toll or charge for the use of any bridge, highway, or part thereof;or use, or attempt to use, any device or method which results in an electronic toll collection monitoring system being unable to accurately assess or collect the toll or charge due or to detect the non-payment of the toll or charge. Any person violating this section shall be subject to the provisions of this section and to an order of suspension pursuant to RSA 263:56-f.  III. The owner of a vehicle using a bridge or highway subject to a toll or charge shall be responsible for payment of the toll and charges due, plus any administrative fees the department assesses in accordance with its rules, and to an order of suspension under RSA 263:56-f.

  NH E-ZPass issued 599 invoices to notify you of the outstanding violations.  You did not pay the outstanding $1,068.25 in tolls only until 1/11/24, at which time you were given information to write to the Hearings Examiner, who offered you a settlement of $3163.50, which is equivalent to $2.59 per transaction, which is significantly less than the $25.00 per transaction currently. At no time since receiving the settlement on 1/24/24, have you made any attempt to make any kind of payment, no matter how modest, to be applied to the settlement.  

  Despite your statement that you filed for bankruptcy, NH E-ZPass has NOT at any time received any paperwork from you, from any attorney stating they represent you, or from the court system.  NH E-ZPass has requested multiple times for you, or for you to have your lawyer, provide the bankruptcy paperwork.  When we receive such paperwork, the matter will be reviewed again.  Until such time, the settlement stands.

   

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22794227
  
  Dear ******** ******,
  I am writing to respond to the formal settlement offer of $3,000 as presented by NH E-ZPass, concerning toll violations that have been substantially inflated beyond the original toll charges, resulting in an excessive and unjust financial burden. After reviewing the response from NH E-ZPass and considering my ongoing hardship, I am unable to accept their offer, as it remains far from reasonable.
  
  
  The following points highlight my concerns:
  
  
  1. Excessive and Unjustified Fees:
  The original toll charges, which I have paid in full, were modest. However, the fees imposedamounting to over $30,000are not only disproportionate but may be considered unconscionable under New Hampshires consumer protection laws. NH E-ZPasss own reduction of these fees from over $30,000 to $3,000 clearly indicates that the original amount was inflated and baseless. Such a drastic reduction highlights the arbitrary and excessive nature of the charges.
  
  
  2. Financial Hardship and Personal Circumstances:
  I am a single mother with two young children, one of whom is under a year old. I have been experiencing significant health issues, including complications from a C-section, which required extensive wound care over the past six months. I am currently on food stamps, rental assistance, and cannot afford to pay such an inflated amount. NH E-ZPasss failure to acknowledge my financial hardship, despite my transparency and prior communication, is not only insensitive but also disregards the basic principle of fairness.
  
  
  3. Inability to Make Full Payment:
  It is impossible for me to make the $3,000 payment in full. I previously offered a $1,200 settlement, which was rejected without any constructive counteroffer. Additionally, during a phone call with NH E-ZPass, I was informed that I could not make installment payments and must pay the entire amount at once. This stance is unreasonable given my current financial situation, and I am requesting more flexible payment options that reflect my reality.
  
  
  4. Unfair Practices and Lack of Transparency:
  The settlement offer of $3,000 is still far above what should be charged. Given the fact that NH E-ZPass and ****** make substantial revenues annually (reporting $97.4 million in E-ZPass toll revenues for FY 2021), it is clear that these fees are not necessary for their financial well-being. The excessive and unreasonable fees, combined with the suspension of my vehicle registration, have restricted my ability to work and provide for my children. This practice is not only unfair, but it is also disproportionately harmful to individuals in vulnerable situations.
  
  
  5. Request for Resolution:
  In light of the above points, I demand the following actions be taken by NH E-ZPass and NH DOT:
  Immediate removal of all penalties and fees beyond the original toll charges.
  Immediate reinstatement of my vehicle registration, allowing me to work and care for my children.
  Detailed documentation of all toll charges and penalties, clearly explaining the breakdown of each fee and the legal basis for these charges.
  Flexible payment terms to allow me to make payments based on my current financial situation.
  If NH E-ZPass and NH DOT fail to take appropriate action to resolve this matter within 10 days, I will escalate this complaint to the New Hampshire ************************* the ************************, and pursue legal action for unfair and deceptive business practices.
  I strongly urge NH E-ZPass and NH DOT to consider the undue hardship these actions are causing and to resolve this matter in a fair, transparent, and compassionate manner.
  Sincerely,
  ******* *******
  
  
  

  Business Response

  Date: 01/29/2025

  Ms. *******,
  
  You knowingly and egregiously incurred a total of ***** violations from January 15, 2019, through June 21, 2022, by utilizing dedicated E-ZPass Only lanes without an E-ZPass account.  Utilizing the Turnpike system without toll payment is tantamount to toll evasion and subject to incurring fees as stated in *** 236:31:

  
  Evasion of Tolls and Charges: I.  (h) "Violation'' means to fail, neglect, or refuse to pay the toll or charge for the use of a bridge, highway, or part thereof, by a motor vehicle.  II. No person shall fail, neglect, or refuse to pay the toll or charge for the use of any bridge, highway, or part thereof; or use, or attempt to use, any device or method which results in an electronic toll collection monitoring system being unable to accurately assess or collect the toll or charge due or to detect the non-payment of the toll or charge. Any person violating this section shall be subject to the provisions of this section and to an order of suspension pursuant to *** 263:56-f.  III. The owner of a vehicle using a bridge or highway subject to a toll or charge shall be responsible for payment of the toll and charges due, plus any administrative fees the department assesses in accordance with its rules, and to an order of suspension under *** 263:56-f.
  

   

  ** E-ZPass issued 599 invoices to notify you of the outstanding violations and each invoice clearly outlines the fee escalation to make consumers aware.  The first invoices were sent with the toll, plus a nominal $1.00 processing fee per transaction. When you DECLINED to pay the tolls and the $1.00 processing fees attached, a second invoice (on pink paper to capture your attention) was issued for the toll, plus another nominal fee of $1.50 per transaction.  Again, you DECLINED to pay, and the fees escalated to $25.00 administrative fee per transaction.  Your first license plate was then submitted to ** DMV HOLD on October 24, 2020.  No payments were received until January 11, 2024,at which time you ONLY paid the toll amount. Please refer to the *** above regarding the implementation of fees.
  

   

  You were offered a settlement to resolve the outstanding $30,425.00 in fees for a lump sum of $3,163.50 from the **DOT Hearings Examiner on 1/24/24.  The settlement is equivalent to $2.59 per transaction as opposed to the $25.00 per transaction the law allows. The Hearings Examiner explained in her email to you that this was a FINAL DECISION and would not be subject to further review. 

  
  On 1/21/25 you contacted ***** and informed us that you filed bankruptcy to resolve your situation ASAP.  We advised you that ***** has not received Bankruptcy paperwork your name from you, your lawyer, or the ** Court System.   **DOT/** E-ZPass suggested, repeatedly, you submit the paperwork for review.  You also asked if you could pay $1,000.00 (not $1,200.00 as you claim) to resolve the matter.  ***** again reiterated that the fees had been reduced to the equivalent of $2.59 per transaction and that was the lowest the Hearings Examiner would accept, as you were previously told in January 2024.
  

   

  At no time since receiving the settlement in January 2024, has there been an attempt to make ANY sort of payment.  The settlement offer to resolve the outstanding $30,425.00 in fees for ***** unpaid violation transactions stands at $3,163.50.  Once the settlement is paid,the remaining outstanding $27,261.50 will be waived and your registration may be reinstated.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair 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.

  Every year Im stuck with over a grand in tolls. I received a letter that was dated 10/07/2024 for three 75 cent tolls with 25 dollars ADMIN Fee on EACH= $77.25. I tried logging into my account but couldnt remember my user name or password. Tried using the info on the bill but came up as no account found. I then tried calling them and was informed over 130 people were ahead of me. I tried calling several more times over the next couple days (while on my lunch break) with the same situation. Today I was able to do a call back option- when asking about the bill I received with 25dollar admin fees- I was told my bank card was denied in April and that actually my total was over a thousand dollars!!!! What! She transferred me over to someone to help me- I was told account balance was used up and card on file couldnt load more funds and was negative 5 dollars and had additional ***** that I owed. She said that I could pay the ***** and upload my new card ( my bank changed over from **** to **********). She put in a request about the $974.00 in Admin Fees ( really?!!). I have been screwed over every year with ezpass with Admin fees- it does not mater if my account has money - Im charged the full .75 and STILL ended up getting a bill. This is a HUGE problem and its honesty not right or fair to be charging 25 dollars on each 75 cent tool that should be discounted with ezpass?!!!! We need to remove the people that over seeing the *** remove all this electronic nonsense. I am beyond upset and frustrated with this poorly setup system - I do not get emails that Im told I was sent nor have have I received a letter till this week! Same old story and ripping people off. Im a mom of 2 kids - struggling as it is without this outrageous bill every year!

  Business Response

  Date: 12/20/2024

  Ms. *****,

  The violations were incurred from utilizing the E-ZPass system at the time of the transactions.  The account has not been funded since 2/27/24. When the funds were not available to collect the tolls, invoices were sent to notify of the unpaid toll transactions.  NH E-ZPass issued 26 invoices regarding the violations from 8/5/24 through 12/14/24.  Notifications for a problem account were also issued to your email and via post mail. 

  Please see the attached settlement letter regarding the outstanding violation transactions.

  NHDOT

• Initial Complaint

  Date:12/02/2024

  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.

  My online account continually showed current, as are the billing accounts on file. Yet in October EZ Pass NH sent me a paper bill with charges for $54 a day ($27 each way) for travel to work in May and June.These are made up of invoices for $25 per transaction "administrative fees" and higher than expected toll costs ($2.00 each way instead of $1.40). The overcharges exceed $200 so far.I have spent several hours trying to get someone on the phone or a call back. (Wait time has been 60 minutes and I work full time)The online app is not working, and the *** does is not accepting my callback number. I just waited in line in the ********** EZpass office where there are over a dozen senior citizens in line who have similar concerns. I had to leave to get back to work because the line is not moving. The line monitor said their systems are all behind due to fraud and the billing and collections system is behind.Any help would be greatly appreciated!

  Business Response

  Date: 12/13/2024

  Ms. *******,

  The system did not read a transponder as your vehicle passed through the lanes.  When this occurs, the license plate is used to locate a valid account.  The violations were incurred from not having license plate ****** listed on your account at the time transactions on 5/30/24 - 6/13/24.  You added the plate to your account on 6/19/23 and contacted customer service requesting a second transponder.  

  At this time the tolls have been paid through your account and the fees have been waived as a one-time courtesy.

  NHDOT

  Business Response

  Date: 12/13/2024

  Ms. *******,

  The system did not read a transponder as your vehicle passed through the lanes.  When this occurs, the license plate is used to locate a valid account.  The violations were incurred from not having license plate ****** listed on your account at the time transactions on 5/30/24 - 6/13/24.  You added the plate to your account on 6/19/23 and contacted customer service requesting a second transponder.  

  At this time the tolls have been paid through your account and the fees have been waived as a one-time courtesy.

  NHDOT

  Customer Answer

  Date: 12/16/2024

   
  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:11/22/2024

  Type:Service or Repair 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.

  I drove through tolls in New Hampshire on September 29th. I have not received an invoice. Because I like to pay my bills immediately, I became concerned after 7 weeks that I hadn't received an invoice. I used the website's online contact form to request information on how I can pay what I owe. I received a response stating that I should wait at least 6 weeks for an invoice to arrive. I tried calling at that point and waited for an hour before giving up. Like another complaint states, the recording says there are 20 callers ahead of you and that number never changes. I then used the online contact form again to say it has been 7 weeks and I would like to know what I owe. I received another response saying I should wait 6 weeks! I called again and AGAIN waited an hour and no one picked up. I can't get in touch with anyone at this organization to pay what was probably $2, but has likely been hiked up with late fees. This is absolutely how scams work, and I don't want any part of it.

  Business Response

  Date: 11/27/2024

  There are quite a few persons with the name ****** ******* in our system and require a little more information from you. Please provide a license plate number and the toll plaza you believe you went through so we may assist you.

  NHDOT

  Customer Answer

  Date: 11/27/2024

  Thank you for your response.  License plate *******: KHR 103, name on registration is either ****** ******* or ******* ****.  Unfortunately, I don't know what toll booth(s) I went through on my way from *****, Mass to **********, **.

  Business Response

  Date: 12/06/2024

  Ms. *******,

  The toll plaza you traveled through was the Bedford toll.   Please submit the $1.00 toll to:

  NH E-ZPass

  *******************

  P.O. Box 2950

  *******, NH 03302

  Once received the toll will be processed and the processing fee will be waived.

  Thank you,

  NHDOT

  Customer Answer

  Date: 12/10/2024

   
  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.  I am sending $1 to the address provided on 12/10.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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.

  Double billed and the company doesnt answer the phones or emails or call back Im fed up and not paying for same bill twice! Either they they fix it or let the BUREAU handle it

  Business Response

  Date: 11/12/2024

  Please see the attached letter and spreadsheet.

  Customer Answer

  Date: 11/12/2024

  I paid all my tolls I dont know what kind of scam you are running here 

  Business Response

  Date: 11/13/2024

  This is not a scam, the spreadsheet provided shows all the dates and times your vehicle passed through dedicated E-ZPass lanes and the plazas at which they occurred.  This information comes directly from the lane equipment. You paid tolls and fees for transactions that occurred between 8/15/24 and 9/3/24.  The remaining violations are from 9/9/24 - 10/21/24. We have offered a settlement to clear the open violations with payment of the tolls only.  Once tolls are paid the fees will be waived.  In order to avoid the fees from continuing to escalate the tolls should be paid by the due date provided.

  NHDOT

  Customer Answer

  Date: 11/14/2024

  I just made an 8.00 payment what is the settlement you are offering 

  Business Response

  Date: 11/18/2024

  As previously stated, this is not a scam.  You traveled the toll system 20 times through dedicated E-ZPass lanes, from 8/15/24-10/21/24.  You did not utilize the 7-Days to Pay option with no fees.  Invoices were sent to you for the tolls ($7.00) PLUS processing fees ($7.00) for a total of $14.00 for the following transaction dates:

  8/15/24 (2 transactions, Bedford N5 & Bedford S5)

  8/17/24 (1 transaction, Bedford N4)

  8/19/24 (2 transactions, Bedford N5 & S6)

  9/3/24 (2 transactions, Hooksett Open Road Tolling N57 & S68)

  These 7 transactions were paid via the website on 10/16/24.

  It has been noted that you have since gone online and paid an additional $4.00 in tolls and $4.00 in processing fees for the unpaid transactions for following dates:

  10/1/24 (2 transactions)

  10/8/24 (1 transaction)

  10/14/24 (1 transaction)

  The remaining 9 unpaid transactions are for 9/9/24 (2 transactions), 9/10/24 (2 transactions), 9/17/24 (2 transactions), 9/23/24 (1 transaction), and 2 transactions on 10/21/24 (currently in the process of invoicing).

  As previously stated, when the outstanding $9.00 in tolls are paid, the remaining fees will be waived as a one-time courtesy.

  NHDOT

  Customer Answer

  Date: 11/19/2024

  Where do I pay the 9.00? I dont have any number to log into 

  Business Response

  Date: 11/22/2024

   

  The payment should be made payable to ***** 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. 

  Customer Answer

  Date: 12/03/2024

  I cant get ahold of anyone at the number provided thats the main issue plus I keep getting bills something isnt right 

  Business Response

  Date: 12/04/2024

  Tell us why herPayment may be made by one of the following options:
  
  Call the *********************** at ************** and pay with a credit/debit card
  Go to a ************** and pay with a ************** Check, Money Order, credit/debit card or cash.

• Initial Complaint

  Date:10/28/2024

  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.

  Good afternoon,I am writing because I just received an invoice in the mail for unpaid EZ pass transactions (INVOICE #V002090695413). This is the first notice I've received regarding these four days from this summer (06/16/24, 06/25/24, 07/10/24 and 07/12/24). The total cost of these tolls amounts to $5.50. However, upon logging on after opening this in the mail today, I see that due to admin fees, my total for these 5 four days is $155.00. I always immediately log on and pay any tolls when I receive notice, but I did not receive notice in the mail until today. Had I received notice earlier, I would have absolutely paid these tolls immediately rather than accruing such high admin fees. I am hoping these admin fees can be removed so I can pay the remaining balance for the tolls. I unfortunately cannot afford such a high cost in fees at this time and would have paid this had I received this letter sooner. Thank you so much for any assistance you can provide. I greatly appreciate it.

  Business Response

  Date: 10/30/2024

  Please see attached letter.

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service 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.

  I went through ******* Memorial Day weekend. One month prior, I sold my vehicle that had an active transponder within it. Unfortunately, I did not take the transponder out. Upon receiving my bill, I realized I did not have my transponder in my new vehicle. In order to remedy it and receive a new transponder, I had to contact ******* of MA to receive a letter by mail to reset my PIN, account password and receive a new transponder. This bill was originally $13.00. While waiting to gain access to my EZ account, I received another bill from ******* of NH in the amount of $163.00. EZPass of ** added an additional $25.00 administrative fee on top of each charge. I disputed the charge explaining I had an EZ pass but was unable to locate it, and sent a check for $28.00 to cover both a previous charge in which I received the mark up and an additional charge I was paying the bill for. I also included my dispute letter. This check was mailed at the same time as a check I sent to EZPass of MA. EZPass of MA cashed my check this past week and EZPass of NH did not. I have since received another bill which now says my toll charge is $7.00, which doesn't make any sense to original toll charges I was billed. There is also an administrative fee of $140.00. This is a *****% mark up on a bill. That is egregious and wrong. This new bill also advises that my request to dispute the bill must be in writing and made within 7 days of the date of the notice. The date of the notice is 10/21/24. This letter was delivered today, 10/28/24. It took 7 days to receive the bill. Not only did this company mark up this odd and unexplained amount of $7.00 by *****%, I was given an unattainable time to dispute it. I am asking for administrative fees to be removed and I will happily pay the toll fees to remedy this situation.

  Business Response

  Date: 10/30/2024

  Please see attached letter

   

  Customer Answer

  Date: 10/31/2024

   
  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:10/17/2024

  Type:Sales and Advertising 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.

  EZ Pass is attempting to charge me for a vehicle that is not mine. The plate does not match any of the plates on my 3 vehicles, all of which are on the NH EZ Pass website account. In addition, while of very poor quality, the picture they presented does not appear to show a silver Prius or a white Chrysler Town and Country. I contacted EZ Pass via their website to resolve and they instead are pushing the burden of proof back onto myself and want me to incur additional costs to do so, going so far as to respond to my request via a do not reply email address that then bounced my response to them (all of which will be attached). In addition, no such violation shows under the violations section of my EZ Pass ********** this point I will REQUIRE EZ Pass to show why they believe we are the owners of said vehicle. In addition I will require multiple additional changes to how they do business.1-they will need to be able to have these conversations via a monitored email address 2-they will be required to provide documentation other than a very small and dark photo to show why they believe this is the vehicle of the person they are pursuing 3-if the plate does match the vehicle of an account holder, they will need to charge the corresponding transponder for said vehicle for the proper amount (0.53) instead of starting this wasteful process of mailing paper and waiting for paper to be mailed back.The burden of proof will lie with the company, not the individual.

  Business Response

  Date: 10/23/2024

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

  When a vehicle passes through the E-ZPass system and does not read a transponder, the system uses the license plate to locate a valid account.  If the license plate is not located on an account, the system queries the *** for the registered owner information for an invoice to be sent.  The information received identified you as the only registered owner of the license plate and an invoice was issued. At this time the violation in your name has been dismissed and no further action is required on your part.

  NHDOT

  Customer Answer

  Date: 10/24/2024

   
  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.  I will follow up separately with the ** DMV to see why this plate is in my name.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/15/2024

  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.

  I received an E-ZPass bill for $10.50 (invoice # V002091767580) for tolls on 8/30, 9/5 & 9/16 that I had payed previously using 7 days to pay on the E-ZPass website. Payment was made either the same day or the following day that tolls were incurred. I have receipts and confirmation emails for all of them.I have tried calling to resolve but am met with many people ahead of me and will not wait on the phone for lengthy periods. There is no reasonable local office I can go to for ************* confirmation numbers are as follows:8/30/24 - ********* - Paid on 8/30 9/5/24 - ********* - Paid on 9/5 9/16/24 - ********* - Paid on 9/17 I'm hoping this will get to someone at E-ZPass who can this improper billing problem.

  Business Response

  Date: 10/17/2024

  Mr. ********, 

  Review of the information showed you made 3 separate 7-Days to Pay transactions:
  
  9/5/24 for 4 transactions on 8/30/24 ($3.00)
  9/17/24 for 4 transactions on 9/16/24 ($3.00)
  10/1/24 for 4 transactions on 9/30/24 ($3.00)
  
  We have applied your $9.00 in payments to the corresponding dates and waived the fees.  However, upon further investigation,it was identified that there remains one transaction, 9/5/24 at 10:01:31 AM that has not been pre-paid.  Please submit payment for the $0.75 toll and the corresponding fee will be waived.

   

  NHDOT

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22427044
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 10/18/2024

  I appreciate the *** correcting five of the six erroneous ********. However, I do NOT agree with their
  decision concerning the continued incorrect billing of the one on 9/5 (transaction #V002091767580-
  00002). On 9/5/24 I went through 2 Rochester tolls and 2 Dover tolls during a trip from ********** to
  ********** and back. Those were the only tolls I incurred on that day and I promptly paid them
  ($3.00 total) the same day, as indicated on my 9/5 confirmation of payment that I included with my
  complaint. The *** information about a 9/5 payment for tolls on 8/30 is NOT correct. The 9/5
  payment was made for tolls incurred on 9/5! There was an identical trip on 8/30 and payment for
  those tolls ($3.00 total) was paid promptly that same day - 8/30! Please see again the confirmations
  that I submitted, obtained from the ***'s own 7-days-to-pay webpage after payment. I respectfully
  request the *** re-consider and eliminate the incorrect billing for 9/5.

  Business Response

  Date: 10/23/2024

  Mr. ********,

  The remaining $0.75 payment was identified and processed.  There are currently no open transactions in your name.  No further action is required on your part.

  NHDOT

  Customer Answer

  Date: 10/24/2024

   
  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.

  Thank you BBB. You have been excellent in helping me get a satisfactory resolution to my complaint.
  
  Sincerely,
  
  ****** ********