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:08/03/2024

  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 paid cash ($1 toll) at a toll in New Hampshire but they took a picture of my license plate and billed me $2.

  Business Response

  Date: 08/06/2024

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

  There are two toll plazas on Route 93: one in ******* and one in ********* Review of the violation transaction identified that your vehicle passed through the Hooksett Open Road Tolling (***).   Please see the attachment for the violation transaction information. 

   The *** lanes are between two concrete barriers with the toll reading equipment and cameras located on the gantry above the lanes.  There are no tollbooths and no toll attendants to pay in the *** areas.  The *** is for E-ZPass customers to pass through the toll at highway speed and avoid the need to stop and pay a toll attendant. 

  You more than likely paid a toll attendant at the *******************
  

  NHDOT

• Initial Complaint

  Date:08/01/2024

  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 an ES Pass customer since it started in **. I did stop by this week at the *************** I was receiving letters about not having enough funds to cover the monthly charges, This was the first time it was explained to me about the convoluted credit card process EZ P uses, for many years it was my understanding that when providing a credit card, all charges are made to my card. Never have I been told that there is a certain level of charging per month, once exceeded, you have to replenish the dollar amount. This is one of the biggest "scams" I have ever seen, for every other service, a charge is made to ones credit card. When I left the office, I was thinking about how much money EZ Pass has generated by misleading customers. I have been in the ************** many times over the years, NEVER did anyone explain how the process works. WHY? I tried several time to ****** EZ Pass Corporate info, it all steers one back to the NH EZ Pass office. WHY? The amount I owed was $1,000, the person who helped me was able to cancel out $600, I still had to pay $400. I am requesting a refund of the $400, however would also like someone to look at my account to see how much in "penalties" I have paid in the past. I am a seasoned business person, working at a Fortune 50 company and now owning my own business. Something is wrong with the way the credit card process is set up, EZ Pass is fining people for unrealistic reasons, and may be subject to a potential class action law suit.

  Business Response

  Date: 08/12/2024

  Please see attached

  Customer Answer

  Date: 08/17/2024

  What is my action on this issue?  BBB emails me, asks to review comments and take action.  I click a link which doesnt open.  EZ Pass hasn't responsed, so what do you expect that I do?

• Initial Complaint

  Date:08/01/2024

  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.

  I always get my violations in the mail. Someone who currently lives at my old address dropped off a violation that was due months ago but was sent to my old address. I look in my account and the address is my old address again. I dont know when it would have changed as all my violations come to my current address. This violation also has never showed up under my account and has $200 worth of fees from a bill I never received and was never in my violations. I paid up on my account and it said it was $60 something due. I paid it, still no $200 violation, and then the remaining amount update to another $111, immediately after paying my outstanding account balance of $60 something. What do I actually owe for TOLLS I have driven through and not outrages fees as a result of the absolutely terrible website/system.

  Business Response

  Date: 08/05/2024

  RE:       Better Business Bureau (BBB) Complaint #********
  
  Dear *******************************:
  
  I am responding to your BBB complaint #********, received on August 2, 2024.
  
  Upon review of the transactions, it was identified that the ** E-ZPass system did not read your transponder as your vehicle passed through the lanes.  In cases when a transponder is not read, the system uses the license plate to locate a valid account.  Your license plate is not listed on your ** E-ZPass account, so the system was not able to correlate it to your account and caused an unpaid transaction to be incurred.
  
  ** E-ZPass then requests the registrant name/address information from the *** so an invoice can be issued for the unpaid transaction.  Invoices are issued to the address on file with the ***.  In your case, the information received from the *** does not match your account information which is why the violation was sent to your current residence.

  Further review showed your transponder was issued to you in 2008.   ** E-ZPass has a 5-year guarantee for transponder battery to perform without issue.  Your transponder is well outside the 5-year guarantee and appears to have stopped working.  I would recommend you go to a ** E-ZPass ************** (located in **********, ******, and *******) to have it tested and obtain a new one if necessary.  I would also urge you to also review your account to review all information, including license plate information is correct and up to date.

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

  **DOT

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22077847
  
  I do not accept the business's response as a resolution to my complaint because: I see that the invoice and fees has been taken care of. Thank you very much! Also, noted on replacing my transponder. I get a green flash sometimes so never thought the battery could have died. 
  Im just still very confused as when I log in to my account to clear out my balance, I still see that there is over $100 owed. I tried pulling my transactions all the way from last year, and I cant figure out how I went from under $1 due in December to over $100 now when I have made multiple payments since. The balance due fluctuates between dates on the pdf I can pull and I just want to be sure all the fees are removed so I can pay what I truly owe for using the tolls. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/14/2024

  ********************,
  You have Mutiple questions regarding the violations in question.  I will try to answer them to allow better clarification on your situation.
  Issue #1: Green light
  ** E-ZPass has 3 different operating systems for toll collection:  
  1. Manned toll booths
  2. Open Road Tolling (***) - this method is the highway speed driving lanes divided from the manned toll booths by concrete barriers; cars pass under the gantry holding the transponder readers and cameras
  3 All Electronic Tolling (AET) - there are no toll booths 
  When utilizing toll plazas with mixed payment methods, you will see a green light as your vehicle passes through the lane.  The reason for this is for the safety of all motorists.  If the light turned red, the automatic inclination is to stop and should that happen, the stopped driver in the lane would be rear-ended.  However, there is a driver patron board just below the light.  The patron board displays messages for drivers, such as Paid-thank you, Low Balance, call E-ZPass, Unpaid toll, call E-ZPass, etc. These boards are easily read if drivers are following the posted speed limit of 25 MPH at the lanes with toll booths.
  Upon reviewing violations that had been incurred from 3/30/24-4/27/24, it was identified that you were utilizing the *** system in *********  The *** allows vehicles to pass through the lanes at highway speeds, thereby allowing motorists to not be delayed by others paying cash. There is no patron board or light at the *** lanes. 
  Issue #2: How a violation went from $1.00 in December to $100.00 in August
  When a violation transaction is incurred, a process begins to collect the toll,starting with the 7-Days to Pay process (with day one beginning the moment a vehicle passes through the toll plaza) allowing motorists the opportunity to pay the tolls without a fee).  After the 7 days the invoicing process begins:
  The first invoice is sent for the toll, plus a nominal $1.00 processing fee and 30 days to pay
  Should the invoice not be paid a second invoice (pink paper) is sent for the toll, plus a $1.50 processing fee, with another 30 days to pay
  If the invoice remains unpaid, a third and final invoice is sent for the toll,plus a $25.00 administrative fee
  Your 8 violation transactions had gone through the process and escalated to the $25.00 fee per transaction.
  Issue #3 Account balance fluctuations:
  It is not clear exactly what you are asking about, but I can tell you about some information on how accounts work and what your account history shows.
  Account replenishments are determined by toll usage in a months time. The average replenishment level is $30.00.  Accounts toll usage is evaluated every 90 days to ensure the replenishment amount is adequate to cover a months worth of tolls.  If a replenishment amount needs to be adjusted customers are notified either by email (if there is one listed on the account) or by post mail.
  To have an account set up for auto-replenishment there must be a credit/debit card listed on the account.  The account will automatically be replenished when the account gets below 10% of the established replenishment level.
  When accounts are set up for manual replenishment, it is up to the customer to make sure the account is always properly funded.  Your account is on manual replenishment.
  ** E-ZPass sends notifications to customers regarding account status such as low balance, problem account (negative balance), account replenishment needed, credit card expirations, credit card declines, etc. Review of the account history showed you were notified when the account had a low balance and/or a negative balance by email and post mail.
  
  4. violations
  Violation transactions will post to an E-ZPass account if the license plate is properly listed and has the correct plate type.  If the plate is not on the account, then a violation/plate is not able to be matched, and a violation account is created.  Violation accounts are accessed by the ** E-ZPass website by inputting the violation/invoice number and plate number. You did not have your ** license plate listed on your account and that caused the creation of a violation account separate from your E-ZPass account.

  Currently there are no open violations and no monies due.

  **DOT

  Customer Answer

  Date: 08/20/2024

  Thanks for the explanations. I guess I am just not versed in reading my statement as Im interpreting the balance as what is due. Is the balance what I have on my account as credit for overpaying?

  Business Response

  Date: 08/21/2024

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

  You made a one-time payment of $30.00 on 7/20/24 and a $60.00 one-time payment on 8/1/24.  Each payment was applied to your Pre-paid Toll balance.  Your account balance is currently $103.26.

  NHDOT

• Initial Complaint

  Date:07/11/2024

  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.

  My issue is with Ezpass/DOT. I had an issue with my auto replenish card on file last June and needed to update card info. Upon doing so, i thought i had taken care of any outstanding payment issues. It was very difficult to see an actual total in my account. Just two weeks ago I received a letter stating I owed $248 in tolls and $7000 in administration fees or they would suspend my registration! I have never had an issue with ezpass before like this. I called and paid my tolls balance but have not heard back from DOT about the fees. I dont have that kind of money nor was it ever made clear to me that I had unresolved tolls. My husband and I work full time and pay plenty of money in tolls each month to get to work.

  Business Response

  Date: 07/17/2024

  Please see attached letter

• Initial Complaint

  Date:06/28/2024

  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.

  On May 09, ************************ tolls, unmanned, twice and same day paid for the tolls online and my Credit Card charged. An invoice was received June 27, 2024 indicating unpaid tolls, dated June 14, 2024. I called and e-mailed EZ pass June 27, 2024 ,and on June 28, 2024 received an e-mail with general information which did not address the issue.

  Business Response

  Date: 06/28/2024

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

  When you paid the tolls through 7 Days to Pay for the two transactions that occurred on 5/9/24 the incorrect plate type was selected (you selected passenger instead of handicap).  ** allows the same plate numbers to be on different plate types.  The plate type can be found on your vehicle registration.

  When the system was not able to match the two transactions with your payment (due to the incorrect plate type), it generated an invoice.

  When you submitted your web inquiry on the ** E-ZPass website, the *********************** investigated the information provided and found your payment.  They have moved the payment to the transaction invoice and have dismissed the processing fees.  There is no further action required on your part.

  Customer Answer

  Date: 06/28/2024

   
  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:06/24/2024

  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.

  We sent the following to ** PASS and unfortunately they took our $199 and then sent us a resolution letter for another $400. The vehicle is barely driven and does not go through enough tolls to warrant the tolls charged and definitely not $7,000 in fees.Dear NH DOT,We are hoping that you can resolve an overcharge for ** Pass transactions.On 2/6/2024 I paid NH EZ Pass $2,796.50. At this point I was informed that my account for NH Passenger License Plate ******* was paid in full. On 3/30/2024, we attempted to pay the few tolls from 2/6/24 until 3/30/24 at the ************************* and was told that we owed over $1,000.00. After sharing the screenshot of the payment (also attached), the representative stated she would open an investigation into the charges. We never received any update on this matter.On 4/11/2024, a new transponder was affixed to my vehicle with NH Passenger License Plate ******* and it was attached to a current valid ** Pass account. All tolls from that date (4/11/2024) have been paid in full from the ** Pass account. On 5/15/2024 at 3pm, we returned to the ********** NH EZ Pass ************** to again try to pay the tolls between 2/6/2024 and 4/10/2024.On this date, we were told that we owed $199.75 in tolls and $3,291 in fees. When we showed them the paid in full receipt from 2/6/2024 and the fact that there should be an investigation, we were told that we could pay the tolls and $400 for the fees and the matter would be settled. The other option was to contact your department at this email address. On 5/15/2024 we did pay the $199.75 in tolls, although it should have been no higher that $30 given how little we drive in a months time (see receipt and business card attached).There seems to be a large error against my NH Passenger License Plate ******* from **********************. Please investigate and remove these incorrect charges against my vehicle and me.Thank you,

  Business Response

  Date: 07/16/2024

  The customer paid outstanding violations that they had previously incurred from 11/27/22-1/10/24 utilizing a transponder from an invalid MA E-ZPass account.  The invoices clearly state how to dispute violations fees; however, the customer chose to pay a portion of the outstanding violations in full via the online website on 2/6/24.  The customer was notified of more outstanding violations, totaling $2,891.00, on 5/15/24 while visiting the ************************* and at that time received a settlement on the remaining outstanding violations.  The customer paid the remaining outstanding tolls only and disputed the remaining violations on 5/29/24.  The customer was then issued the same settlement offer of $400.00 to resolve the outstanding violations on 5/31/24.  When the customer paid the $400.00 on 6/14/24 the matter was closed.

• Initial Complaint

  Date:06/18/2024

  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 had my EZ Pass linked to my debit card.. or at least I did for awhile and then My account never got charged. Unfortunately, I now have 1300 in fees. I am very upset about this, I am a retired teacher and I cant afford this lump sum at 1 payment. I need to see if EZ Pass will take payments or settle for a certain amount. Thank you

  Business Response

  Date: 06/19/2024

  Please see attached letter

  Customer Answer

  Date: 06/19/2024

   
  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:06/03/2024

  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 got a new vehicle and got 10 invoices for .75 a piece to pay. I got a notice for these I called spoke to Ezpass figured out I didnt do something right to set up my new car and thought I had them take the tolls out of my account. I got a notice and figured I misunderstood and went on my ezpass account to invoices / violations nothing comes up. If I put on the onvoice number or transponder nothing comes up. So I thought ok so I did pay it. Time goes by and today I get a letter stating I owe 9$ in tolls and am being charged 250$ in administration fees to be paid in less then 30 days or I get my license suspended. I have tried twixe to talk to someone about this see if I can get a payment plan or some fees reduced as it is not coming up when I try to pay / search online. Waited and 1hr 20 on the ohone each time it telling me there was 20 ppl ahead of me the whole almost 1hr and a half. And then it hung up. Now on hold a second call around and its been 30 mins and still says 20 ppl ahead of me. Im a supervise visits, I have kids. Im just wanting to talk to someone to figure this out to save my license and I cant even get a person on the phone. Help please.

  Business Response

  Date: 06/10/2024

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

  At this time we do not show any outstanding violation transactions in your name.  If you need further assistance, please contact the ** E-ZPass *********************** at ************.

  **DOT

• Initial Complaint

  Date:05/18/2024

  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 paid all of the tolls (several tolls within a couple of miles which is amazing) on the same day of traveling. And 4 month later I received a violation of 157 dollars for just 10 dollar tolls. Calls were never picked up, always "due to high volume of calls". Not surprising when they charge these much money. systematic scam V002088911684

  Business Response

  Date: 05/20/2024

  Dear *************,

  There are ******************************************************* tolls:

  10/22/23: 3 times (*********, *****, & *******)

  11/12/23: 2 times (Hampton for both)

  1/7/24: 1 time (*******)

  1/17/24: 5 times (*******, *****, Rochester Hooksett & *******)

  We received payment on 2/12/24 for the toll transactions that occurred on 10/22/23 and 11/12/23.  The remaining 7 transactions posted on 2/12/24, after you had made payment for the other 5 transactions.  We issued invoices on 2/12/24, 3/21/24, and 4/28/24.

  At this time the 7 transactions remain outstanding.  I am offering a one-time settlement to clear the violations for the $7.50 tolls only, to be paid by 6/3/24.  Once payment for the tolls has been received, the remaining fees will be waived.

  NHDOT

  Customer Answer

  Date: 05/20/2024

   
  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,
  
  *************

  Customer Answer

  Date: 05/22/2024

  How should I pay the remaining $7.5 toll? 

  Business Response

  Date: 05/22/2024

  Payments may be made by phone at ************** or at a ************** (locations in ******, *******, and **********).

  NHDOT

  Customer Answer

  Date: 06/17/2024

  To my previous complaint (********) against EZ Pass NH, I tried to call their toll service center for multiple times to pay the remaining balance 7.5 dollars after we settled, but no one ever picked up the call. I have to pay the complete ***** dollar fee, including 150 processing fees. I am asking for a refund for the processing fees.

  Business Response

  Date: 06/17/2024

  Dear *************,

  In order to pay settlement offers, you must speak to a live representative via the *********************** at ************** or go into a ************** (locations in **********, ******, and *******).  You state that you had called ***************** and your call was never picked up.  ******** when call volumes are high and customers do not wish to wait, customers always have the option to leave a message with their phone number to receive a call back. 

  In our previous correspondence we explained how payment should be made.  If customers pay settlements though the automated phone system, or via the ** E-ZPass website (which is the method you chose to use), the reduced settlement is not able to be recognized and payment of any violations will be required to be completed in full.

  You had the option to pay online via the ** E-ZPass website with no fees incurred for the unpaid transactions using the 7-Days to Pay option.  If payment is not received using the 7-Days to Pay method, ** E-ZPass send invoices with nominal fees of $1.00 per transaction at 30-days, $1.50 per transaction at the 60-day interval (on pink paper).  Should the transaction remain unpaid, a third and final invoice is sent at the 90-day interval, a violation notice, with a $25.00 administrative fee attached.

  Refunds can only be approved by the **DOT Hearings Examiner.  If you wish to dispute with the Hearings Examiner, please call ************ to obtain instructions on how to do so.

  **DOT

• Initial Complaint

  Date:05/08/2024

  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 continues to bill me, for tolls racked up on a stolen license plate. 3 months this has been going on, 4 different letters saying the fees have been dropped due to the police report. Then the next day, fresh new set of bills. Collection letters from the old disputed bills. Scam. EZ pass is a scam.

  Business Response

  Date: 05/09/2024

  Mr. Lafeereier,

  I am unable to locate any invoice information based on the spelling of your name or phone number provided.  Please provide a license plate number and address so I may assist you further.

  NHDOT

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21682154
  
  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.]
  
  

  provide a phone number and name for a person to speak with about issues with EZ pass,

  you signed that your representing DOT  this is a EZ pass issue, No one there mentioned DOT being involved  

   

  please provide name and number for contacting your department to handle these issues  

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/14/2024

  Mr. Lafeereir,

  You indicated that you have an issue with receiving an invoice from ** E-ZPass.  General issues such as this are handled by the ** E-ZPass *********************** as they are the vendor for the State of **.  Based on your BBB complaint it is not clear if you contacted them or went directly the BBB.  BBB disputes are handled by **DOT.  

  The ** E-ZPass *********************** can be reached at **************.  If you wish to continue through the BBB I will need an invoice number, license plate number, and address to further assist you.

  **DOT