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:04/26/2024

  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 went to get my ezpass and was told I had over $4,000 in fees. I changed my address and requested a change of address but EzPASS NEVER sent me anything to my new address. I was told oh thats unfortunate but we cant do anything, but wouldnt let me pay because I didnt have an invoice. I requested for a settlement and was told I have to pay in full, which seems odd. I have zero problem paying if I can do a payment plan or settlement but nobody is will to cooperate with me at all. I have epilepsy and constantly have seizures so its hard for me to remember things like paying ezpass if I do not get any physical bills as I have requested.

  Business Response

  Date: 05/02/2024

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

  Review of the information identified that you have been in touch with NH E-ZPass ***************** and they have provided you with a very reasonable settlement offer.  WE will consider the matter resolved.

  NHDOT

• Initial Complaint

  Date:04/23/2024

  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.

  We called to request help paying what they are asking for. They refused small payments and told us theyre going to revoke our registration.

  Business Response

  Date: 04/24/2024

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

  We are unable to locate any outstanding violations with the name and phone number you provided.  Please provide and address and license plate number so that we may assist you.

   

  NHDOT

• Initial Complaint

  Date:04/23/2024

  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 4/7/24 we crossed the ************************ using our EZ Pass transponder in our Cadillac XT6 (2 axle) vehicle and was charged $20.62 and another charge of $5.00. I researched the charge and it should have been one charge of $4.75 On 4/13/24 we crossed the ********************************************************* and was charged $17.73 and $20.62. After researching I found the charge to be $11.75 (off peak hours) and $13.75 (peak hours).I called NH EZ Pass and was told by ***** that he would investigate and email be the results.Today I received that email which said he reached out to the agency and charges are correct??I'm not so sure about his investigation, because he should have reached out to agencies. Also there was no explanation of the charges, only that they were what they were supposed to be.This is not correct. I did research and the charges are far apart.I don't know where to turn from here. It's almost like the consumer has to take the loss based on the word of the cs ********** charged my account $100 in six days for charges to drive from *********, ** to *****, ********. We have driven to ******* many times and never incurred these charges on the two bridges above.Thanks,***** and ***************************

  Customer Answer

  Date: 04/23/2024

  I found a portion of my EZ Pass statement that details the charges, and it looks like they are correct.  

   

  Please feel free to close my case.

   

  Thanks,

   

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

• Initial Complaint

  Date:04/16/2024

  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 was under the complete impression that when I attached my debt card to my ex pass account, that the fees from the tolls would be paid from that. I logged into my ez pass account and was shocked to discover not one of my tolls had been paid despite me linking my debt card to the account. The fees have accumulated to astronomical heights for tolls that were 75 cents. Naturally I am more than amenable to pay the tolls but a 25$ fee for a 75 cent toll is absurd. The up charge for unpaid fees I didnt even know existed is ridiculous. I am just looking to have a resolution so I can put this whole process to bed finally. My license plate is ALLMITE, for reference. I will not be looking to use NH ez pass in the future if this problem keeps occurring.

  Business Response

  Date: 04/22/2024

  Dear *********:
  
  I am responding to your BBB complaint #******** dated April 16, 2024.
  
  When you added your credit card to your account, it handles transactions from that date forward. It does not handle anything that previously occurred, before adding the credit card to your account.
  
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $6,057.00 for a lump sum payment of $600.00 in administrative fees, plus tolls and any negative account balance.
  
  Payment of $807.03 ($600.00 in administrative fees, $203.00 in tolls and a negative account balance of $4.03) must be received by May 6, 2024.  If the payment is not received by the due date of May 6, 2024, the following consequences will result:
  
  The settlement offer is void.
  In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended.  Operating a vehicle under suspension is a misdemeanor, which is an arrestable offense.
  Your **ZPass account will be suspended until the matter is cleared.  If the account is suspended, you must remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.  Any balance on the **ZPass account will be applied to unpaid transactions.
  
  The payment should be made payable to NHDOT **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 ************** (prompts: 1 for English, 4 for DMV queue) to submit payment over the phone or visit a NH **ZPass Walk-In-Center.  DO NOT pay on-line or use the automated phone payment line as then fees cannot be waived.
  

• Initial Complaint

  Date:04/01/2024

  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.

  A few months back during the summer, I was Receiving invoices for easy pass tools that I had driven through and not paid because well for 1 there's nobody in a booth for most of the night which means you're understaffed you should have someone on the tollbooth all the time because some people have to pay cash. It's not my fault. You shut them down at a certain hour and I go through them a lot after the where you were allowed the option to pay cash, so I got a letter in the mail stating that I owed so much in administrative fees and in tolls, I'm OK with paying the tolls but those administrative fees $25 each after so long is robbery. There's no reason we have to pay that large amount of money for a one dollar toll that you guys didn't even give me the option to pay certain hours in cash so this letter said I had the option to pay lesser amount of I think 800 something dollars OK so I drive right to the easy pass center I talked to a gentleman I settled up with him. I paid the balance. I took their plea deal. I guess he would call it and I asked the man who took care of me. What is my balance as I'm leaving here. What is my current balance? It's at zero right he said I am currently up-to-date and don't owe easy pass anymore money so moving forward from this IA either went through the toll and paid cash or B. I went through the toll and got a receipt and paid online. Well I had missed a few of those payments so I went back to go, pay them I had a bunch of new charges in administrative fees so I drive to easy pass again. They told me because was behind on their paperwork and processing and mailing things out that I owed this before I paid the original settlement of 800 something dollars that's not my fault that you guys have , so much paperwork that you cannot do it in time that is on you and I am not paying these administrative fees you need to fix this is not fair Easy pass is robbing me right now. I'm having a very hard time in my financial life I want it waved

  Business Response

  Date: 04/01/2024

  Dear *******:
  
  *************** to your BBB complaint #********, received on April 1, 2024.
  
  On March 25, 2021, NHDOT issued a press release informing the public that there would be no cash collection at the toll plazas between the hours of 10:00PM and 6:00AM.  *** press release also gave the public the option to use our 7-Day to Pay option on our website www.ezpassnh.com to avoid paying the administrative fees. 
  
  See NHDOT Announces Changes to Toll Collection Hours | **************************** for the press release.
  
  On September 15, 2023, you were mailed a letter with the following settlement offer:
   Pay $500.00 in administrative fees and all tolls by October 16, 2023, and the remaining fees will be waived. 
  
  On October 13, 2023, you paid $327.50 in tolls and $500.00 in administrative fees.  At that time, we waived the $6,318.00 in remaining administrative fees.  *** administrative fees are set by the legislature and are part of the *** rules.
  
  After making this payment you continued to drive through the tolls without paying. You currently have 116 unpaid tolls, in the amount of $118.50.
  
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $2,356.50 for a lump sum payment of $400.00 in administrative fees plus tolls.
  
  Payment of $518.50 ($400.00 in administrative fees and $118.50 in tools) must be received by April 15, 2024.  If the payment is not received by the due date of April 15, 2024, the following consequences will result:
  
  *** settlement offer is void.
  In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended.  Operating a vehicle under suspension is a misdemeanor, which is an arrestable offense.
  Your **ZPass account will be suspended until the matter is cleared.  If the account is suspended, you must remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.  Any balance on the **ZPass account will be applied to unpaid transactions.
  
  
  *** payment should be made payable to NHDOT **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 **ZPass Walk-In-Center.  DO NOT pay on-line or use the automated phone payment line as then fees cannot be waived.
  

• Initial Complaint

  Date:03/26/2024

  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.

  Good morning, I am writing regarding an invoice charge in my account. I so appreciate your time and any help you're able to provide! I immediately pay any invoices I receive in the mail. I received an invoice on 3/16 for $4.00 and when I logged into pay as usual, I saw three unpaid invoices from 2023: ************* ($52 due to fees), ************* ($52 due to fees), and ************* ($181 due to fees). I was surprised because I log on frequently (~every 2 weeks) to ensure my balance is clear and I have never seen these before or received any letters in the mail for the original invoices, or orange warning letters regarding these outstanding invoices. If I had received letters or seen these in my account, I absolutely would have paid them immediately, as I normally do. These $1.00 tolls ($3.00 in total) are now $285.00 due to added fees. I will absolutely pay the $3.00 for each toll, but I feel frustrated that these were not visible when logging in to pay previous tolls and I never received letters for these tolls, or orange warning letters to indicate outstanding balances. I have never had a speeding ticket or parking ticket and I always pay tolls immediately when I receive notice. These added fees are not financially feasibly for me. Thank you SO much for your help. I really, really appreciate it.
  

  Business Response

  Date: 03/27/2024

  Dear *********:
  
  This
  letter is regarding numerous outstanding NH E-ZPass violations.
  
  I am
  extending you a limited one-time offer to resolve these outstanding violations
  and administrative fees totaling $270.00 for a lump sum payment of $0.00 in
  administrative fees, plus all tolls $12.00 must be received by April 10,
  2024.
  
  If
  the payment of $12.00 is not received by the due date of April 10, 2024, the
  following consequences will result:
  
  The settlement offer is void.
  In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended.  Operating a vehicle under suspension is a misdemeanor, which is an arrestable offense.
  
  
  
  The payment should be made payable to NHDOT E-ZPass. You
  can mail your payment to: 54 Regional Drive, Concord, NH 03301-8502.  We also accept cash, checks, credit cards,
  money orders or certified bank checks. 
  You may call the customer service center at 1-877-643-9727 to submit
  payment over the phone (prompts: 1 for English, 4 for
  DMV queue) 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. 

• Initial Complaint

  Date:03/20/2024

  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 called NH EZ pass and after waiting on hold for 2 hours I got connected to someone and they hung up and I had to call again and wait for another 2 1/2 hours. I have a bill I received from them because my transponder didn't work. It has always worked without a problem. My account has sufficient funds and yet I'm being charger because their technology isn't working properly.

  Business Response

  Date: 03/22/2024

  On March 19TH, 2024, you spoke a customer service representative, at that time they paid the toll from your E-ZPass account and waived fee.  During that call you also verified the plates on your account and any necessary corrections.  At this time there is nothing owed.

  Customer Answer

  Date: 03/25/2024

   
  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:03/05/2024

  Type:Product 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.

  Hello, We have been receiving these bills since 10/16/22. This is not our plate number. The bills come thru as ** and **. Transaction numbers are as follows. *******107834-*******107834-----*******748427-*******748427-******4949012-******49012-00002-******49012-0003-----******83568846 1-******3568846 2-******3568846 3 These tolls total up to $145.50. The state of Maine does not even have this plate number in ** OR **. the plate number is *****. Please resolve this on going problem. ****** ***** ************ Thank you for your co-operation in resolving thisn erroe.

  Business Response

  Date: 03/07/2024

  I have taken care of the invoices and taken then out of your name.  Maine was providing us with the incorrect owner information in error.  I believe I have resolved this from happening in the future.  

• Initial Complaint

  Date:03/01/2024

  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.

  I am recovering financially from a domestic situation and after regaining access to my mailbox, I have more than 50 ezpass letters and what looks to be $1600 in added fees...it looks like a $25 was added per toll, not just per invoice and I cannot possibly pay this. I have tried calling customer service repeatedly with more than an hour hold time with no answer. I work from 630am to 10 pm, more than 70 hours per week. I am pregnant and cannot walk if I am unable to register my car bc of this. Can someone please, please reach out to me to set up a payment arrangement and discuss options? I have never asked for fees to be waived and will be getting an ezpass to avoid this ever happening again. I am worried absolutely sick over this as I have less than $200 in disposable income monthly. Please help.

  Business Response

  Date: 03/06/2024

  Dear Ms. *********
  
  I am
  responding to your BBB complaint #*****3415.
  
  I am
  extending you a limited one-time offer to resolve these outstanding violations
  and administrative fees totaling $1,907.50 for a lump sum payment of $400.00 in
  administrative fees, plus all tolls $81.25 must be received by April 6,
  2024.
  
  If
  the payment of $481.25 is not received by the due date of April 6, 2024, the
  following consequences will result:
  
  The settlement offer is void.
  In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended.  Operating a vehicle under suspension is a misdemeanor, which is an arrestable offense.
  Your E-ZPass account will be suspended until the matter is cleared.  If the account is suspended, you must remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.  Any balance on the E-ZPass account will be applied to unpaid transactions.
  
  The
  payment should be made payable to NHDOT E-ZPass. You can
  mail your payment to: 54 Regional Drive, Concord, NH 03301-8502.  We also accept cash, checks, credit cards,
  money orders or certified bank checks. 
  You may call the customer service center at 1-877-643-9727 to submit
  payment over the phone (prompts: 1 for English, 4 for
  DMV queue) 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. 

• Initial Complaint

  Date:02/29/2024

  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 just received a notice in the mail yesterday from EZ Pass NH stating that I have an unpaid invoice from October, here it is February. The bill is for $78.00. According to this bill, there are 3 road toll charges amounting to $3 for the tolls and $25×3 for "Administrative Fees". They're scamming me, I have a prepaid account set up that had $6.50 and I receive notifications via email when my account gets below $5. Yet, I received an invoice for 4 months ago just now claiming I have unpaid toll charges! Even more ironically, unaware to my knowledge, I have another 14 unpaid notices, but there are no dates, no times! More importantly, I have a prepaid road toll account that automatically deducts my fees each time I go through a toll in NH. I'm not a happy camper and I want this rectified imminently! I do not owe any of this. All tolls are supposed to be deducted from my prepaid account and I reviewed my prepaid account, and money is being deducted from that account as well. What is going on??? Many others are complaining of this company scamming them too! Something needs to happen! I had a similar issue with NH EZ PASS last year!

  Business Response

  Date: 03/06/2024

  As of today, March 6th I see no payment due for outstanding tolls and/or administrative fees.  A payment was recently made on March 4, 2024. 

  Customer Answer

  Date: 03/07/2024

   
  
  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. EZ Pass called me last week. We compromised an Agreement and going forward, all tolls will automatically be deducted from my prepaid account.
  
  
  
  Sincerely,
  
  
  
  ****** ******