Complaints

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

close

Find a Location

EZ Pass New Hampshire has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  EZ Pass New Hampshire

  54 Regional Dr Concord, NH 03301-8502

• 

  EZ Pass New Hampshire

  PO Box 2950 Concord, NH 03302-2950

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2023

  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 had issues with ex pass before. I have my card set to automatic refill my account when the balance is low. I was under every assumption that is how my tolls were getting handled. I received notice that I owe almost two thousand dollars for something I believed to be handled automatically. I have never been more shocked and sick to my stomach to learn that these haven’t been taken care of. The amount of fees is absolutely absurd for the cost of the tolls.

  Business Response

  Date: 12/11/2023

  Using the information provided, we were unable to locate anything in your name for NH E-ZPass.  If you have a plate number or an invoice number, we can review this again.

  NHDOT

  Business Response

  Date: 12/26/2023

  we were unable to locate anything in your name for NH E-ZPass.  If you have a plate number, an invoice number, or any other information to assist in locating the issue we can review this again.
  NHDOT

• Initial Complaint

  Date:12/07/2023

  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 overcharged my account for several months for my wife’s transponder. The item had a dead battery unbeknownst to us. I was going through some recent transactions and noticed we were being charged the full .75 toll versus the .53 we should have been charged. We have been transponder holders since 2005. I got a new transponder in Portsmouth but was advised that they cannot refund the overcharges. They referred to a 5 year warranty on the transponder which I never even heard or read about. I have called them many times and asked for a refund. They contacted the NHDOT for me (they did not provide any proof they took this step) and I was advised the DOT denied my refund request. The amount of money in question is not the issue. The NHDOT is literally stealing from its customers if they can do this. I want a review of the 2023 transponder activity associated with Nh *** **** and a credit placed on my account for their overcharges.

  Customer Answer

  Date: 12/11/2023

  I received this email but have heard nothing more:

  Attn: ***** *****

  
  After reviewing your dispute, the NHDOT has approved the application of the transponder discount as a One Time Courtesy. With this, we have been authorized to adjust the cost down and credit the account the difference. You will not be eligible for another discount request until today’s date next year.

  Business Response

  Date: 12/13/2023

  Mr. ******

  I am unclear as to what it is you are looking for.  NHDOT authorized the discount to be applied to your account as you requested.  If you need further assistance please contact 603-485-4641.  You will need to leave a message so a representative can obtain your file and contact you.

  NHDOT

  Customer Answer

  Date: 12/14/2023

  The NHDOT and EZPass state they credited my account between $5 and $6 going back to 8/2003. Looking at my statements reveals that we have been overcharged going back to 2022 or before. EZPASS should review my entire account relative to transactions involving NH ******* and credit my account. They should also have a mechanism in place that notifies customers that a toll rate has changed for a vehicle on account and to advise the account holder to visit an EZPASS service center to have the transponder checked to insure the device is not defective or the battery is dead 

  Business Response

  Date: 12/15/2023

  Please find

  1.  The E-ZPass Terms and Conditions. Item 7 which addresses the transponder life expectancy and customer usage has been highlighted for review.

  2.  The list of transactions that Mr. ***** sent the E-ZPass Customer Service Center requesting the discount rate for his toll transactions.

  3.  The account transaction history that identifies his requested dates have had the toll discount applied.

  It should also be noted that each month Mr. ***** receives a monthly account statement. When account statements are reviewed regularly, any issues with an account would be identified and rectified judiciously.

  Customer Answer

  Date: 12/18/2023

  In looking at my past history, i have been overcharged for NH tolls since may 2020. My review of my account and transactions related to NH ******* plate reveal a total still due me of $16.06 in dover/rochester nh tolls and $3.60 in Hampton nh tolls during that period. 

  Customer Answer

  Date: 12/26/2023

  Good morning. I am looking for an update on the additional credit due me. I did not include any Maine or Massachusetts overcharges on my account as a concession. Thank you

  Customer Answer

  Date: 12/29/2023

  
  
  Complaint: ********
  
  
  
  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,
  
  
  
  ***** *****

  Business Response

  Date: 01/08/2024

  we received a BBB complaint ********51).  It says we need to respond but there is no link to do so.  Do we need to respond again?

• Initial Complaint

  Date:11/29/2023

  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.

  When I follow my GPS it always tells me to stay left and then there is no cash option to pay. It is misleading and I stay left thinking if I don't then I will be going the wrong way. I plan on getting a E-Z pass for my car so we do not have this issue again. I will gladly pay the toll fees but I can not afford to pay six $25.00 administration fees.

  Business Response

  Date: 11/30/2023

  Please see attached letter.

  Customer Answer

  Date: 12/04/2023

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

• Initial Complaint

  Date:11/29/2023

  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 name is ****** ******* EZ Pass is trying to charge me well over $200 in fees. My kids keep going through tolls and not paying them and by the time we get the invoices in the mail it is impossible to pay all of them. I feel as though it is like EZ Pass wants us to fail in paying them. It is like a hole that can never be dug out of ever since they took away the cash tolls. I am looking for the administrative fees to be reduced. My address is * **** ****** ** ********* ** ****** One of the license plate numbers is *******.

  Business Response

  Date: 12/07/2023

  Please see attached letter.

• Initial Complaint

  Date:11/27/2023

  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 given a total of my fines of 6995.00 in which I cannot pay I am on social security disability and receive 902.00 a month
  I’m asking that my fines be resined or reduced to 3,000 with the option to pay 200.00 monthly while my dmv hold is released so I can register a car to work

  Business Response

  Date: 11/27/2023

  Mr. ********,

  NHDOT has been attempting to resolve the outstanding violation transactions since they began on 6/20/19.  We have sent 1,067 invoices for 2,140 violation transactions that have been incurred between 6/20/19 through 8/7/23.  You were offered a much-reduced settlement on 6/9/21 and 8/3/21 but did not clear the violations.  In fact, you continued to incur many more violations.  NHDOT has given you the information to contact the Hearings Examiner and she reduced your settlement to $3.25 per transaction, which equals the $6,955.00 in fees.  This is a very substantial reduction from the $25.00 per transaction.

  At this time, NHDOT/E-ZPass has done all that we can to assist you in clearing these violations.  All further correspondence will need to be done with the Hearings Examiner.

  NHDOT/E-ZPass

• Initial Complaint

  Date:11/13/2023

  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 NOT an EZ-PASS TRANSPONDER holder. I refuse to be tracked by our State and Government, so I choose to pay cash for tolls. I also don't want another account to manage online with passwords and have yet another corporation steal money from me. It's my right as a US citizen. What I have found is whenever calling the E-ZPass customer line, there are always extreme hold times to speak with a representative to resolve issues. I don't know about you, but I have to work and do my job and I don't have hours or days that takes time away from my paying employer to deal with EZ-Pass issues. Just like you, I have my job to do.
  
  This has happened multiple times in the past. I went camping on September 25th and was forced through the E-ZPass lane in Rochester NH and Dover NH as there were no toll attendants to take my money. I have 7 days to pay the tolls. I go to the website within the 7 days. I want to say is was the end of that week. I paid the toll somewhere between Friday night and Sunday of that week between September 29th and October 1st. I was forced through the E-ZPass lanes on Monday, September 25th. I have my bank account showing a total of $1.50 being paid to NH E-ZPass. However, I just received an invoice in the mail. Now the toll is $3.50. Where did my money go? There are no clear instructions for someone who doesn't have an E-ZPass account to pay for their toll. I searched my license plate and I couldn't find any tolls. I paid the amount anyway because I figured their system wasn't updated yet. I can lose my license if this isn't paid. They can take my driving privileges and additional fees be added for not paying this. I called the State Department of Transportation, they couldn't help me. I left a message in a voicemail box for EZ-Pass and have been on hold for 30 minutes. When I called EZPass the automated system says they are having technical difficulties and long wait time. This hasn't changed in years....it's an ongoing issue.

  Business Response

  Date: 11/27/2023

  Ms. *********

  We show that your payment was applied to invoice ************* the same day you sent in the BBB complaint.  The delay was due to some vehicle information not aligning with the information from the transaction.

  NHDOT

• Initial Complaint

  Date:11/07/2023

  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 recently used my dad's car and went through the dover toll. Within the hour I called ez pass to pay the fee. They told me that it wasn't yet in their system but that I could prepay anyway. Today my dad got a bill for 1.75 for that event. Not understanding he went and paid another 2 dollars for a money order to pay. I am furious because I can safely assume the system is basically stealing money from people who are older and don't normally use the highway system. I also do not understand how a business who is not accredited can charge fees for using our own roads. They should be banned from our state!

  Business Response

  Date: 11/07/2023

  Mr. ******

  Please contact the Customer Service Center at 877-643-9727 and they will be able to track your payment.  We are unable to do so without further information from you.

   

  NHDOT

• Initial Complaint

  Date:11/03/2023

  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 had my Registration privileges revoked, I paid tolls, I had a transponder at the time of ALL these tolls, and always updated my account if it fell short.

  Business Response

  Date: 11/15/2023

  Ms. ********

  On 10/4/21 we received a dispute from you with regard to outstanding tolls and fees due.  NHDOT offered you a settlement on 11/2/21 with a due date of 12/2/21.  The settlement letter outlined what ramifications would occur should the settlement not be resolved.  NHDOT allowed an additional 56 days for you to make payment.  Payment was not received and on 1/28/22 registration was sent to the DMV for registration renewal denial.   The DMV in turn issued a letter stating you had 30 days to rectify with NHDOT before additional fees due to the DMV would be incurred.  Again, payment was not received, and your registration renewal privileges were revoked.

  On 10/20/22 you contacted NH E-ZPass Customer Service, and you were apprised of the outstanding tolls and fees due.  You stated you would contact NHDOT.  NHDOT had not received any contact from you until 11/3/23 when you contacted the BBB.

  At this time, we are again offering to resolve the outstanding violations.  Please see the attached letter dated 11/15/23.

   

• Initial Complaint

  Date:11/02/2023

  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 had let my husbands daughter borrow our vehicle over the summer to get to activities and transport her siblings. I had warned her of the tolls and she had stated she was paying cash. She also gets our mail. As it turns out I recently this month picked up our mail and was shocked when I had a bill for over $150. I put it into the NH EZpass system and went to pay when I found out there was several other unpaid invoices starting from in March (I paid that one as I do believe many of those dates were myself driving). I have no problem paying all of the violations its the over $800 in administrative fees on top of this. I do admit this is a parenting problem but I have called to ask for any sort of settlement and it is impossible to even get through to NH ezpass. I do not recommend anyone use them. I now have my plate registered with ezpass so that I can handle this the moment it happens. I have paid what I can so far and will be more then happy to pay a reasonable settlement amount but these fees are beyond the level of acceptability and then they threaten to suspend my registration and my car is part of my current livelihood to support our kids.

  Business Response

  Date: 11/15/2023

  Dear ***** * *******:
  I am responding to your BBB complaint #208************** received on November 2, 2023. I am extending a
  settlement offer to resolve these outstanding violations and administrative fees totaling $931.00 for a lump sum payment
  of $250.00 in administrative fees, tolls, and the negative account balance.
  Payment of $295.50 ($250.00 in administrative fees and $45.50 in tolls) must be received by December 15, 2023. If the
  payment is not received by the due date of December 15, 2023, 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. 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 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.
  Sincerely,
  NH E-ZPass Customer Service

• Initial Complaint

  Date:10/31/2023

  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 travelled to a wedding in Vermont on 06/09 and returned home 06/11/2023. I incurred 4 toll fees of $1 for a total of $4. I have a Massachusetts E-ZPass account and was unaware that New Hampshire was not covered until I noticed the bill in September. By the time I sat down to pay online, however the bill had shot up to the egregious amount of $104.00. That's $100 in fees and $4 for the tolls.
  
  Please help me as I am seeking a billing adjustment for NH E-ZPass' predatory administration fees. I am not attempting to get out of paying for the tolls. In fact, when I received a toll invoice for a trip to New York later in June 2023, I paid the bill and purchased an NY E-ZPass transponder. I say that to say I'm not trying to avoid a bill, I simply can't afford $100 fee for honest ignorance. I am an out-of-state driver and that's what makes these fees especially predatory. Please help as I cannot afford to pay at this time.
  
  I'm having trouble uploading a PDF of the invoice. The invoice #************* and my license plate is ** ******, if needed.

  Business Response

  Date: 10/31/2023

  Mr. *****,

  NH E-ZPass has a 7-Days To Pay option available to motorists who do not have an E-ZPass account, with the first day being the date of travel. Payment may be made through the website, following the prompts for needed information, by phone through the Customer Service Center, or at a Walk-In Center (located in Portsmouth, Hooksett, Nashua, and Rochester).

  Once the 7days has expired, NH E-ZPass begins the invoicing process to help a motorist to clear their transactions judiciously.  The first invoice is issued for the toll, plus a nominal $1.00 processing fee, with 30 days to pay.  If payment is not received within the 30 days, NH E-ZPass issues a second invoice, again for the toll, plus a nominal $1.50 processing fee and another 30 days to pay.  Should payment still not be received withing the second 30 days, a third and final invoice is sent for the toll, plus a $25.00 administative fee.  
  

  Our records indicate that the first invoice was issued on 7/15/23, the second invoice was issued on 8/22/23, and the third invoice was issued on 9/29/23.  It was further identified that you cleared the outstanding violations via the E-ZPass website on 10/28/23, the same day you submitted your BBB complaint.