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:02/27/2024

  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 traveling north bound to Concord, NH after picking up my daughter from trick or treating in Candia on 10/31/23 . As we approached the tolls around 10:30 PM, ALL lanes were closed except the E-z pass which was green light before and after. All other lanes, red light and no people in any booths. I had no choice but to go through the only open lane which was green, even after I went through. Few weeks later I get a notice for not paying till. I do not own an EZ pass. I tried calling and was told by recording that there was 20 people ahead of me. I then wrote to the DOT following day 02/05/24 , I have email . Have not gotten response. I recieved another notice today, 02/26/24 saying it's the 3rd notice and they added a 25.00 administrative fee to the 1.00. I again called EZ pass with yet the same exact recording of 20 people ahead. I sat on phone for 37 min with same recording just repeating itself, I ended up leaving my # for call back as they had that as an option. I then called DOT and low and behold same recording. I am wearing a heart monitor and this has extremely stressed me out. If I were in the wrong, I would have easily paid the 1.00 at beginning however incompetency seems to be running amok. I can't get through to speak to a human so I'm lead here. To threaten to take my license for something that was their doing is outrageous to say the least . The total they say I owe now is 26.00.
  Invoice # ******7979394
  I owe nothing, all lanes were red light and empty except 1 lane green light ez pass. Halloween party possibly? One would have to wonder.

  Business Response

  Date: 02/29/2024

  Dear ***** *******:
  I am
  responding to your BBB complaint ******719 which we received on February 26,
  2024.
  
  A review of your unpaid
  transaction shows that you used a dedicated E-ZPass lane.  Cash collection lanes are only open during
  the hours of 6:00 am through 10 pm, per Governor approval.  Please refer to the news release dated March
  25, 2021 that explains the change in our cash collection hours: NHDOT Announces Changes to Toll Collection Hours |
  Department of Transportation.
  
  You have the option to pay for
  the toll within 7 days of the transaction without incurring a processing fee by
  going to our website at www.ezpassnh.com/postpay-trip.  This
  information is posted on large signs at the toll facilities and highway signs. 
  Also, if you checked into paying the tolls on the NH E-ZPass website, the same
  information is posted on the site. 
  
  When an operator fails to pay the toll at
  the time of use or within 7 days, NH E-ZPass begins the invoice process to
  collect each unpaid toll.  The first notice is mailed, requesting payment
  of the toll plus $1.00 fee, payable in 30 days. If the first notice
  goes unpaid, a second notice is mailed, requesting payment of the
  toll and $1.50 fee.  If the second notice goes unpaid, each matter
  escalates to a violation. Then a third notice, a Violation Notice, is
  mailed requesting payment of the tolls plus the $25.00 fee for each
  violation.  These fees are outlined in NH TRA 700 which must be approved
  by the legislature.
  
  I am
  extending a settlement offer to resolve this outstanding violation and
  administrative fees totaling $25.00 for a lump sum payment of $0.00 in
  administrative fees, plus the toll.
  
  Payment
  of $1.00 ($0.00 in administrative fees, $1.00 in tolls) must be received by
  March 14, 2024.  Failure to respond with
  the payment by March 14, 2024, means that you have rejected our offer to
  resolve this matter.  If you reject this
  offer the following will occur:
  
  The settlement offer is void.
  
  The payment should be made payable to NHDOT E-ZPass. 
   We do 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 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:02/26/2024

  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.

  Apparently I owed the EZ pass New Hampshire DOT $4 going back to October. I have been having a difficult time as of late psychologically I am legally disabled for psychological issues.
  I don't dispute that I owe the $4 but what I'm contesting is the $125 fee they slapped on top of my bill. I called the toll free number to dispute this and the woman I spoke to whom I don't recall her name said I have to put it in writing.
  I sent the E-ZPass New Hampshire DOT an email 10 days ago and have had no response.
  All I want is the fee removed. I just want to talk to someone it's giving me anxiety and it is upsetting me I've never had a driving infraction maybe a speeding ticket in 2003 I'm a good person and a good citizen./

  Business Response

  Date: 02/26/2024

  Dear ****:
  
  I am
  responding to your email dispute received on February 15, 2024.
  
  I am
  extending you a limited one-time offer to resolve these outstanding violations
  and administrative fees totaling $129.00 for a lump sum payment of $0.00 in
  administrative fees, plus all tolls $6.75 must be received by March 11, 2024.
  
  If
  the payment of $6.75 is not received by the due date of March 11, 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

  Customer Answer

  Date: 02/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******5, and find that this resolution is satisfactory to me.

  They have agreed to erase the fees and I have paid the balance.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:02/23/2024

  Type:Product 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 problem is being invoiced (including late payment fees) for tolls on the Spaulding Turnpike that I have already paid via the "7 days to pay" provision at the NH E-ZPass website. The invoice # is ********20558. The tolls ($3.00) occurred on 1/8/24. Payment was made via "7 days to pay" on 1/10/24. At the time of payment, i received both a confirmation of payment (#119046817 - see attached pdf) plus a confirmation email with the same confirmation #. On 2/21/24, I received an invoice for $7.00, including $4.00 for "processing fees". This is the third time this has happened in the past year. Before the closure of the Rochester office, I could stop by and have the problem corrected. Not anymore. The E-ZPass customer service telephone is, for practical purposes, unusable - three different tries on different days have always indicated the same "20 customers ahead of me". Attempting to resolve through the E-ZPass customer service provision on the web resulted in a response indicating that it couldn't be done via the web and to fill out the back of the invoice dispute form. Trouble is NOTHING on the dispute form applies to my situation. I will now have to drive to their customer service center in Portsmouth, spending more in gasoline than the "processing fees" to get the matter resolved. I will try to avoid the tolls to avoid a repeat of this situation. I'm not a happy customer! The NH DOT needs to get their "7 days to pay" function fixed to avoid such repeat billing errors.

  Business Response

  Date: 02/27/2024

  We have located your payment and applied it the invoice. The payment did not match to your toll due to the fact that you entered your plate number incorrectly.  You entered your plate number as ********* it should be entered as *******, please do not enter any dashes in the future if it is part of your plate number.

  Thank you.

  Customer Answer

  Date: 02/27/2024

  
  
  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:02/21/2024

  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.

  Got an invoice on E-ZPass with the license plate ****** with the date 1-08-24. The invoice number is *******************.
  This vehicle has never left the state of Maine. Let alone been out of commission sense August of 2023. Hasn’t left the driveway sense.
  Not sure why I’m getting a bill with the vehicles license plate. My question is why am I getting changed and why my plates are being used?

  Business Response

  Date: 02/25/2024

  This has been corrected.

  Thank you.

• Initial Complaint

  Date:02/21/2024

  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.

  Provided bank statements for charges couldnt locate the charge in their system. offered a settlement for charges back in 2021 that i did not have showing under my license plate number for EZ pass when i went to pay my other violations. charged me over 500.00 in admin fees for a .75 toll. offered settlement of 212.00 200.00 in admin fees and 12.00 for toll with late fees. Threatetned to suspend my license for non payment.

  Business Response

  Date: 02/25/2024

  On February 20, 2024, you paid your outstanding tolls due and administrative fees, there is no balance due at this time.  I've attached a summary of the tolls you paid for your reference. Per our letter dated 1/19/2024 we cannot suspend your license, but the law does allow for vehicle registration suspension.  I hope this helps to clarify things.

  Thank you.

• Initial Complaint

  Date:02/20/2024

  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 received a letter from NH DOT with a settlement offer for $650 to resolve "outstanding violations and fees" totaling $1,545 in EZ Pass violations.
  
  Despite having a valid and funded (on auto-replenishment) EZ-Pass account with valid transponders in my vehicles for years, these tolls seemed to not have gone to my account due to a license plate not being put into my account. I have received numerous letters over the years when some situation like this occurs and I sent them back with filled out dispute sections on the back having these charges connected to my EZ-Pass account. I have tried to always ensure my plate numbers and transponders are current and while at times they are not, that is why I fill out these response letters.
  
  I received many more of these letters in December that were for violations that I had ALREADY sent back responses to multiple times. I filled them out yet again and sent them back.
  
  I contacted NH EZ-Pass customer service on 1/12/24 to ensure that there were not outstanding issues on my account. Turns out the did get them all back but were unable to process all of them because "my ezpass account balance dropped to 0 as they were processing them" - Despite me being on auto-replenish, they said the remaining that they could not process were just ignored.
  
  I worked with customer service at that time to resolve ALL outstanding violations and invoices and even replenished the account in the process so ensure we got them all resolved.
  
  I then received this letter from DOT AFTER that call proposing a settlement of $650 for $47 in tolls and close to $1,500 in administrative fees!!!!!!
  
  The representative today says my EZ-Pass account has NO open issues today yet the DOT still has this "settlement offer" out there for some reason.
  
  I have NO ISSUES paying my tolls but it is unreasonable after all of this for me to have to pay a "settlement" of $650 for $47 in tolls after all I've done to try to correct this.

  Business Response

  Date: 02/25/2024

  On February 20, 2024, you had a phone conversation with your case worker.  During this conversation, she was able to answer your questions and explain what happened to your account.  On February 22, 2024, you made a payment and at this time there is nothing due.

  Thank you.

• Initial Complaint

  Date:02/09/2024

  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.

  After being unable to pay a toll over website, I called and paid over the phone. Later I received a bill for the toll. I called and explained that I had paid already, the person on the other end could see that I had paid already. A little while later I received a bill again. This time with a processing fee. I called again and the person on the other end said he worked it out, and to ignore my bill. Now I am being billed with a $25 processing fee.

  Business Response

  Date: 02/14/2024

  Mr. ******

  Upon review of the information provided it was identified the first contact with the Customer Service Center (CSC) was made through the NH E-ZPass website on 11/22/23 regarding an invoice you received.  At that time, it was requested you provide the payment information in order for a search for the payment to be completed.

  ON 1/5/24 the CSC received the payment information from you and multiple searches were completed trying to locate the payments with the information you provided.  Unfortunately, a payment matching the information provided was not located. 

  It was further found that there were 3 phone calls made to the CSC, 1/5/24, 1/25/24, 2/8/24. Each of the calls were listened to and in all 3 you had been clearly advised no visible payment could be found.  At no time during the phone calls was there any record of a CSR advising a payment had been found.

  During the 2/8/24 phone call, you made a $0.75 payment and the remaining $25.00 fee had been waived as a courtesy. 

   

  NHDOT

   

   

   

• Initial Complaint

  Date:01/25/2024

  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.

  This is the 2nd time in about a year that E-ZPass N.H. has sent us invoices for not paying at E-ZPass. last time we filed a complaint with you and it was resolved. why does this keep happening? we are Seniors live in Maine never travel and do not have a E-ZPass account. If these plate numbers are "old" files someone should fix them. the invoice number is: ********38775...now it's up to $2.25 that they say we owe "we don't". please make this stop it is very stressful to us. we don't care about the $'s it's the stress. thank you.
  for ***** *******

  Business Response

  Date: 01/25/2024

  Ms. *******

  Upon review of the information provided, it was identified that the license plate state was misidentified during image review.  Unfortunately, humans are not perfect and at times make mistakes.  The invoice has been dismissed and no further action is required on your part.

  I apologize for the error in sending you an invoice.

  NHDOT

• Initial Complaint

  Date:01/25/2024

  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.

  We are a single income family with three children, two young children. Im not able to work due to being the 24/7 care giver for my husbands grandparents. One who has dementia and the other was diagnosed with stage 4 cancer last summer. I am driving them to and from the doctors and hospital several times a week. I usually pay EZ Pass invoices as I get them in the mail, but sometimes I don't get them for weeks after I go through the the tolls, sometimes even longer. I absolutely intent on oaying the tolls, but I just can't afford to pay all of the fees. And I can't take my grandparents to their appointments and give/get them the care they need if I can't use my car. They don't have a vehicle. I genuinely need the fees waived so I can take care of these invoices.

  Business Response

  Date: 02/07/2024

  Please see attached letter.

  Customer Answer

  Date: 02/07/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *****111, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:01/23/2024

  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 am being charged for tolls that I am not going through.. They are taking pictures from my car from paying going through the toll early in the morning and putting it on all these different charges. All hours of the night when I don't leave my house or where i'm at work, there is no possible way my car could be there. You are overcharging people and just sticking a picture on the bill and 90% of the time. I can't even see the picture of the plate or the car. I will be going up too easy past this week. I have overpaid so many times thinking. Maybe I just forgot now that I started paying attention. I realized I don't go through the tolls at those hours. You use military time, so people are confused. Maybe you should use regular time and see how many people come to you about. Their easy pass bill not being correct. Maybe it's time to reopen the tolls.

  Business Response

  Date: 01/23/2024

  We are unable to locate any accounts in your name as spelled on this complaint.  Please provide an address, plate number, or invoice number so we can review the information.

  NHDOT