Business Profile

Toll Booth

EZ Pass New Hampshire

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Complaints

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

Customer Complaints Summary

153 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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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:10/04/2024
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.
EZ-Pass NH has added $25 admin fees to each of my tolls due, totaling $200 in admin fees. I am unable to reach anyone via their phone number. Their waitlist of 20 people does not move after hours of being on hold.
Business Response
Date: 10/14/2024
**** *******,
There were 9 unpaid transactions incurred from 5/4/24 through 5/25/24. The system read your MA E-ZPass transponder as your vehicle passed through the lanes, but when payment for the tolls was requested, MA declined payment due to an invalid account. NH E-ZPass then issued 2 invoices on 6/2/24 fir the tolls, plus a nominal processing fee of $1.00 per transaction, with a due date of 7/2/24. When payment was not received,2 second invoices were issued on 7/10/24, for the tolls plus a $1.50 processing fee per transaction, with a due date of 8/9/24. When payment for the second invoices was not received, 2 more third and final invoices were sent for the tolls, plus a $25.00 administration fee per transaction.
It was also noted that you spoke with NHE-ZPass on10/8/24. At that time, the tolls were paid and the $225.00 in administrative fees had been waived as a one-time courtesy and the matter was closed.
*****
Initial Complaint
Date:10/02/2024
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 have an active EZ pass that has money on it so as I go through the tolls it subtracts off automatically. I am contrary getting bills from them, most recent one being in the amount of $204.50 with 8 administrative charges of $25 each. I dont owe them money and I have tried to call them repeatedly, leaving messages multiple times. I believe this is an error on there part but I dont want this to go to collection as that will affect me. I cant get a hold of them despite multiple times and different times throughout the days
Customer Answer
Date: 10/04/2024
They called me back, the issue is resolved
Business Response
Date: 10/04/2024
Please see attached letter.
Customer Answer
Date: 10/04/2024

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:10/02/2024
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 was sent a letter for 4 violations in using the ezpass when I have multiple transponders. I have tried contacting customer service 6 times, and each time I get a recording that there are 20 people ahead of me- hour long waits and that never goes down. The plate in question is registered to my account, this is not the first time this has happened.Invoice V002090990385
Business Response
Date: 10/14/2024
Corey J, codling,
The system did not read a transponder as your vehicle passed through the lanes. In cases when a transponder is not read, the license plate is used to locate a valid account. If a plate is not listed or listed with the incorrect plate type (found on your vehicle registration), the system is not able to correlate it to a valid account and a violation is incurred. You added your plate to your account on 9/27/23 with the plate type motorcycle, but the correct plate type is a vanity motorcycle plate. NH and many other states allow the same plate information to be used on multiple different plate types, so it is important that the correct one be listed on an account.
To avoid any further violation transactions from occurring for this reason, we have corrected the plate type for you. The tolls have been paid through your account and the fees have been waived so there is no further action to be taken by you.
NHDOT
Business Response
Date: 10/14/2024
Bonnie J Codling,
The system did not read a transponder as your vehicle passed through the lanes. In cases when a transponder is not read, the license plate is used to locate a valid account. If a plate is not listed or listed with the incorrect plate type (found on your vehicle registration), the system is not able to correlate it to a valid account and a violation is incurred. You added your plate to your account on 9/27/23 with the plate type motorcycle, but the correct plate type is a vanity motorcycle plate. NH and many other states allow the same plate information to be used on multiple different plate types, so it is important that the correct one be listed on an account.
To avoid any further violation transactions from occurring for this reason, we have corrected the plate type for you. The tolls have been paid through your account and the fees have been waived so there is no further action to be taken by you.
NHDOT
Customer Answer
Date: 10/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22369272, and find that this resolution is satisfactory to me.

Sincerely,

Bonnie Codling
Initial Complaint
Date:09/25/2024
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.
NH E-Pass, contracted through the *******************************, refuses to allow an appeal on their excessive administrative fees totaling $2202.11 for two transponders with unpaid fines totaling $76.89. "Settlement Offer" of $575.39 is, as I am told, my ONLY option, and ONE time offer. They are impossible to reach via phone. Call backs only occur if requested and the calls always drop. Son attempted to go in 1.5 years ago to update debit card since previous expired and was denied, "not on the account." 8/23/*********** call back, polite customer service *** confirmed my account noted dropped calls. She also told me she could not assist with the fees, but "reach out to the *** for appeal at dot-************************************* This resulted in a call the next day from a woman who, told me, "Your registrations have been suspended. If stopped, driver will be arrested, car towed." I have reached out to the **** of Safety DMV who confirmed EZ did in fact prematurely suspend two of my three registrations and how to exercise my right to a hearing. EZ Pass refuses to budge and seems confident they have the authority in which to do so, including unexplained excessive fees. I have been a nervous wreck about being stopped in 2 of 3 registered cars, arrested, etc. This is unfair and seems quite unregulated. It is recommended that no one drive the cars until the unscheduled hearing yet how can one work? NH E-Z Pass is majorly flawed, they know it, yet are contracted so they do not care other than to "offer a settlement" on their self-imposed unregulated Admin Fees.Conveniently, they collect and interpret their own data and do not accept any input from the customer, ignoring and or talking over me when attempting to clarify erroneous details deemed as accurate. This is unfair business practices being protected under the belief that they immunity from the State of NH *** and DMV.
Business Response
Date: 09/30/2024
****** ******,
You incurred 94 violation transactions from 11/20/22 through 6/6/24. NH E-ZPass sent you 87 invoices to notify you of the violations. The violations were incurred from utilizing the E-ZPass system with unfunded accounts. Both of your accounts had negative account balances from 3/8/22 and 11/12/22, respectively.
On 8/8/24 ***** issued you a settlement letter to resolve the violations, reducing the fees from $2,279 in administrative fees, to $500.00 in administrative fees, plus all outstanding tolls and both negative account balances, with a due date of 8/23/24. NH E-ZPass did not receive any communications from you, nor was payment made by the due date. ***** then proceeded with the registration suspension process, as outlined in your settlement letter, and submitted the request to suspend your registrations to the *** on 8/30/24. The implementation of the suspension request was not premature, as ***** waited an additional 7 days for you to either contact ***** or to submit payment of the settlement prior to the approval on 8/30/24.
Once the *** received the requests, they issued their letter notifying you that you had 30 days to clear the violations with NH E-ZPass. If you did not clear the violations by the 30th day, they would then add *** fees on the 31st day, to paid upon clearing NH E-ZPass violations. They also notify that have the right to a *** Hearing, which is a hearing for their fees only, not NHDOT/NH E-ZPass. You spoke with the *** on 9/24/24, at which time they informed you that your vehicle registrations were pending and would go into effect at 12:01AM on 9/30/24. unless your E-ZPass violations had been cleared.
NH E-ZPass records indicate that the settlement has been paid, the remaining fees have been waived, and the *** no longer has your registrations in pending suspension status.

NHDOT
Initial Complaint
Date:09/20/2024
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.
I moved to ** last year and set up a E-ZPass account. I used the tolls almost everyday and it was being taken out of my bank. I then started using a different bank account and failed to change my E-ZPass info. I continued to use the tolls and kept getting notices for 1.00 to pay. However I lost my job and was unable to pay. Now I have ***** in fines and penalties. I would like to negotiate to pay a lesser amount so I dont get my license and registration revoked. What can I do?
Business Response
Date: 09/20/2024
Please see attached letter
Initial Complaint
Date:09/13/2024
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.
I have attempted to contact my ezpass numerous ***** ****** and by phone. I have been on hold for 80 minutes and am still caller 20. I do not have the option to pay online, even though have made attempts to pay since 8/18/2024. Furthermore, I had the money on my Maine EZ Pass account, but the states arent as connected through the system as they have been advertising for years. This is needless. I have typed in to request a callback but I remain in the queue after 3 more times through the hold music. I need all my surcharges waived without further delay.
Business Response
Date: 09/17/2024
Mr. *********,
I asked **************** to contact you directly. I have verified that they did, and your issue has been resolved.
NHDOT
Initial Complaint
Date:09/10/2024
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.
I accrued $219 in tolls. EZ PASS NH has added $5,300 in fees. This is absolute robbery if any other company did this the govt would intervene and put policies to stop this.
Business Response
Date: 09/11/2024
Please see attached letter.
Customer Answer
Date: 09/11/2024

Complaint: 22264725

I do not accept the business's response as a resolution to my complaint because: under no circumstances is nearly $5300 in fees reasonable for a $200 bill. If you look at the address on file one would see its a homeless shelter. So to make a point to say I havent made an attempt to pay in two years is a little out of touch considering I didnt even have a place to live. I am trying to resolve the matter but it will not be resolved until a reasonable amount can be reached. Til then I will be unable to gain employment without transportation will rely on public assistance.

Sincerely,

***********************************
Business Response
Date: 09/12/2024
**************************,
You were offered a settlement to resolve the 217 violation transactions for $700.00, plus the outstanding $219.00 in tolls. We did not request that you pay the entire $5,425.00 in fees that were incurred from utilizing the E-ZPass system without a valid account.
As we previously explained, the invoices are sent in a tiered system allowing for customers utilizing the tolls to pat their violation transactions judiciously. at the nominal $1.00 and $1.50 processing fee levels. You were afforded the opportunity to pay a nominal $1.00 or $1.50 processing fee with the 30- and 60-day invoices. When you declined to pay the invoices while they were at the processing fee level, they escalated to the $25.00 administrative fee per transaction. You have incurred 217 violations, all of which are now escalated to $25.00 each, plus tolls.
The settlement is equivalent to $3.22 per transaction, which is a significant reduction from the $25.00 administrative fee.
Once payment of $919.00 ($700.00 in administrative fees, plus $219.00 in outstanding tolls) is received, the registration hold will be removed and the remaining $4,725.00 in administrative fees will be waived.
NHDOT

Customer Answer
Date: 09/13/2024

Complaint: 22264725

I do not accept the business's response as a resolution to my complaint because: still unreasonable to expect nearly $1000 for a $200 bill. Regardless I have no income and am disabled. I had family who was willing to help me out with this but will not pay nearly 5x the original amount therefore this will have to remain unpaid.

Sincerely,

***********************************
Initial Complaint
Date:08/26/2024
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.
I have been trying to pay tolls for four days from recent travel. NH ezpass only allows 7 days to pay or additional charges get added. However their site is terrible and will not pull the transactions. The tolls were from travel on 8/21-8/23. It is unacceptable that no one can be reached by phone for customer service. When you call, no matter what time, it says there are 20 people ahead of you, and no one ever answers, and if you request a call back they do not call. It seems unfair that they are able to then charge fees for non payment when it is impossible to pay.
Business Response
Date: 08/28/2024
The *********************** has been instructed to reach out to you directly to assist with this issue.
NHDOT
Initial Complaint
Date:08/13/2024
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.
Unable to contact them to pay. They never pick up!!!I've been calling nh easypass for almost 3 months straight trying to pay a toll from June. No one ever answers and I don't have an invoice so I'm unable to do anything. I've even tried waiting for a callback and nothing. I just want to pay my bill. Why is it so hard??
Customer Answer
Date: 08/14/2024
It took 3 months but I finally reached and paid. The service is terrible.
Business Response
Date: 08/14/2024
Please see attached letter.
Customer Answer
Date: 08/14/2024

Complaint: 22135997

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,

*********************
Initial Complaint
Date:08/06/2024
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.
Got an invoice from EZPASS, sometimes this happens, for some reason the transponders or the booths themselves do not capture correctly but they fees ect tend to work themselves out and I don't owe. I got a bill for Sept 2023, brought it in to the center on ***** and was told I owe 120$ in tolls (yes) and 9000$ in admin fees. Are you actually serious? I was left laughing out loud because I just couldn't fathom what was being said to me. No understanding or correction was offered, just I had to pay. I was told me bank denied the charge, the woman assumed cause I didn't have enough in my acct to cover, how cute for her to assume that. I had my bank do the research and there IS NO charge or a denied charge from EZ PASS in SEPT 2023. I just received a letter to settle for 800$ and some change and my registration won't be revoked. This must be fixed and settled for the tolls I incurred because I went through them, NOT the admin fees because the business made an error.
Business Response
Date: 08/12/2024
Please see attached
Customer Answer
Date: 08/12/2024

Complaint: 22101937

I do not accept the business's response as a resolution to my complaint because: The issue in September of 2023 is an Ezpass issue, all plates were the same and what is in our account. No charge from Ezpass was attempted and there was a large enough daily balance for replenishment. We have been fighting errors for a few years, this however IS an Ezpass error.

Sincerely,

*********************************
Business Response
Date: 08/23/2024
Ms. ********,

There has been more than one issue with your account. You have a total of 698 violation transactions that were incurred during several different timeframes, not just in September of 2023.

Violation dates 2/8/18-8/17/18
Account was negative 11/26/17-8/27/18
Notified of cc decline 11/29/17 by email
Insufficient funds message from bank
notified of negative balance via monthly statement 12/21/17
You replenished your account on 8/27/18 with the ************************ updated credit card information, and had been notified of the open violations
8/28/18 You paid 1 violation and had been given information on how to dispute (all the other violations that were not addressed at the time)

4/9/20 **************** Contact
You contacted the **************** center regarding invoice *************, for a violation incurred on 12/11/19
The violation was incurred from not having a license plate number listed on your account at the time of the transaction
You added a license plate number to your account
You paid tolls only for the 2/8/18 8/17/18 violations (due to negative balance, 12/11/19 (due to not having the license plate listed on your account), and you were advised again on how to dispute all outstanding violations

Violation dates 7/6/21 1/11/21
The violations were incurred from not listing the license plate on your account prior to the transactions
You added the license plate to your account on 2/10/22
You changed your email
You were again provided with the information to dispute all open violations

Violation dates 9/12/23 9/29/23
Account was negative 9/9/23 -10/27/23
credit card decline 9/5/23 & 9/6/23
Notification of credit card decline 9/6/23 by email (error on host messages from bank)
Negative account balance notification 9/11/23 by email
9/22/23 account statement sent by email
10/11/23 negative account balance letter sent post mail
10/27/23 you replenished your account via the web site

1/30/24 ************************* contact
You questioned why you were receiving invoices
You were advised of credit card declines and the total outstanding tolls and fees: 698 open violation transactions, $136.50 in tolls, and $9,648.00 in escalating fees)

7/11/24 Settlement letter sent
The settlement letter was issued, reducing the fees to $800.00 PLUS all outstanding tolls

8/7/24 BBB contact

The settlement is based on ALL violation activity, not just the violations incurred in September of 2023.

Payment of $936.50 ($800.00 in administrative fees and $136.50 in tolls) must be received. If the payment is not received,the following consequences will result:

The settlement offer to lessen administrative fees is withdrawn.
In accordance with the Maine Reciprocal agreement your motor vehicle registration renewal privileges will be suspended.
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 cash in the lanes. If you utilize your account while it is suspended, you will incur unpaid transactions that will escalate to violations if not paid in full.
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 ************************ 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 *************** DO NOT pay on-line or use the automated phone payment line as then fees cannot be waived.

NHDOT

Business Response
Date: 08/23/2024
My apologies, but there was a typo on one set of violation dates - they should read: 7/6/21 -1/11/22 (not 1/11/21).
NHDOT

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EZ Pass New Hampshire is NOT a BBB Accredited Business.