Complaints

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:03/14/2024

  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 hereby writing to request your assistance in disputing the charges sent to me by Virginia tolls processing center
  I have a valid EZ pass transponder that is properly mounted on my windshield and have been using this device for over four years with no issues. I drive for rideshare companies and have been passing these roads frequently and have no issues with tolls either.
  
  I received an invoice in around January 2024 and disputed the statement stating that I have a valid EZ pass transponder. The dispute was sent through email as requested. I did not get a response from them, rather they sent me another invoice with additional admin fees. I contacted the customer service and spoke with a lady called ***** who told me to send another email, after she tried to credit my account, but her computer could not allow her. They keep charging late fees and admin fees instead of charging my transponder directly without me incurring admin and late fees.
  
  I am requesting your organization to help me stop these admin and late fees, and only charge my transponder the correct tolls.
  
  I contacted ******** EZ pass again today, and they confirmed that my EZ pass transponder is active, has enough funds in it, and is receiving tolls charges correctly. They sent me an email proving this and it is attached to this complaint.
  
  I have also attached photos of my transponder mounted on my windshield

  Business Response

  Date: 03/21/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I spoke with the customer on 3/14/2024 and advised him to provide a copy of his monthly statements showing that the account was in good standing at the time of the violations. The customer said the statement was attached, however we did not receive it but we would check the attachments again. In addition to this resolution letter, I emailed the patron requesting a copy of his ******** E-ZPass account statement showing the account was in good standing on 12/06/2023, 01/06/2024, 01/21/2024, 01/11/2024, 02/15/2024, and 02/16/2024 be sent to our **************************** email address. I also advised it can take 3 – 5 business days for a dispute resolution.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:03/08/2024

  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.

  Called ezpass to take care of my husband toll balance to find out thousand of dollars in fees had been added and civil penalties would be added if not paid before court. Now there is a court summons. I spoke to ezpsss couple days ago and a nice gentleman helped me and told me the current balance and that a specialist would call me back in 2 days still
  Haven’t heard anything but the guy told me that the balance was 1500 and that it would be significantly less than that once the specialist called me. I’m ready to pay but called them back and they said 1800 no less. What just happened to what the guy told me days before?? No one knows the correct amount and it seems like they just give whatever amount they want to. Ridiculous

  Business Response

  Date: 03/27/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I left a message for the patron to call us back to confirm the license plate that has violations. The license plate that is currently listed on the account does not have any violations in our system nor does the customer have violations in our system from the 64 Express Lanes under the same first and last name. One license plate is ******* VA and the other license plate is ******* VA. License plate *******-VA is registered to a different address. These violations are now in collections and do not show as summons being created. We can recall these from collections as a one-time courtesy and subtract the tolls from the E-ZPass account. The customer should contact ************** and choose option 3 to speak with a violation specialist. We do not service all toll roads in Viginia, if the customer has additional violations in summons the customer will need to contact the toll road directly.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were wrongly charged in a toll. We have an account with EZ pass, and it is on auto pay. We received a notice and when I tried to resolve, customer service refused to help—the account is in my husband’s name. When my husband called, it had been sent to collections. They were unable help. “Call the collection company.” However the collection company doesn’t answer their phone…the amount of time I’ve waited in hold makes me wonder if they even have customer service reps.

  Business Response

  Date: 03/13/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.On 3/12/2024, I left the customer a message to contact us to verify the license plate listed on the E-ZPass account. Not listing the correct license plate on the E-ZPass account may cause a violation. We do not show any unpaid toll violations in our system under the customer’s first and last name. We do not service all toll roads in Virginia and do not have access to all toll road violations. If the customer received violations from the Express Lanes, the customer would need to contact the Express Lanes at ###-###-####.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:02/15/2024

  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.

  From 2-16 August 2023, I rented a vehicle (Jeep Wagoneer) from ***** Car Rental at ******* ************* ******* ** *******. I added the rental vehicle to my EZ PASS VA account on the 2 AUG via the EZ PASS VA website using my mobile phone. On 16 AUG I returned the rental vehicle with no issues and immediately removed it from my EZ PASS VA account via the EZ PASS VA website using my mobile phone. The EZ PASS VA website is not great and it required multiple attempts to complete these transactions. EZ PASS VA does not offer an App, so you must use their website, which is difficult to use on a mobile phone.
  
  Recently I received an email notification about an account balance replenishment. I had received a couple of these and it seemed odd, so I logged on to my account to verify the charges. It turns out the rental vehicle from August was still on my account, despite my attempts to remove it on 16 AUG. As a result, EZ PASS VA has been billing me for every toll that rental vehicle has charged since 16 AUG. EZ PASS VA billed me nearly $100 and likely billing any other party using that same rental vehicle.
  
  After learning this, I immediately contacted EZ PASS VA. The customer service representative was unhelpful and even laughed at my situation. I was transferred to a supervisor, who was filed a dispute claim on my behalf. As requested, I submitted a copy of my rental agreement, which showed that the rental vehicle was returned on 16 AUG. My claim was ultimately denied by EZ PASS VA. They refuse to refund me for paying tolls I am not responsible for.
  
  EZ PASS VA can see through records that both of my transponders were in Virginia after 16 AUG. It is clear that another party is responsible for tolls after that date. Even after providing documentation to support my claim, it was still denied. I find this to be a dishonest practice and unethical.

  Business Response

  Date: 02/29/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.On 2/15/2024 an escalated complaint was filled out in addition to this Case ID. VDOT approved the customer’s dispute on 2/22/2024 in the amount of $75 and a voicemail message was left advising that the amount of $75 would be refunded to the account. The amount was credited to the customer’s account on 2/23/2024.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 04/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Dear BBB Roanoke, Thank you very much for your assistance in resolving this complaint. I did not see any way to acknowledge or reply on the website, but wanted to send my appreciation. **** 

• Initial Complaint

  Date:02/13/2024

  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 1/31/24, I sold my (totaled) car on consignment. The party that purchased proceeded to tow the inoperable car back to ************, across several toll locations. I immediately called E-Z Pass Virginia to report that I didn't authorize the towing of the car across state lines and that the charges that my towed vehicle were accumulating were likewise not authorized. Although video capability exists at E-Z Pass checkpoints and is used to identify such minute detail as license plate numbers and numbers of persons in a car, E-Z Pass refused to investigate whether the totaled car was being towed and proceeded to demand several toll charges be paid by someone no longer in possession of a car for a car that had never been driven across toll point.

  Business Response

  Date: 02/23/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I spoke with the customer on 2/21/2024. The customer provided the necessary documentation to us via email and their dispute was accepted for the out of state toll charges. A second dispute has been submitted on the customer’s behalf in the amount of $13.75 and included in the dispute that the supporting documentation was sent from his email address. I also advised the patron to allow 7 – 14 business days for the dispute to be resolved.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 02/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/08/2024

  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.

  I had an ez-pass transponder for my gray 2014 Toyota Prius since around August 2014 . In June of 2021 I moved out of the state of Virginia and surrendered my plate to the state. The plate I surrendered was a state of ******** ****** ***** veteran plate, plate number "******" . I also went into Ez-pass and updated the system to reflect my new address and new plate. A year later I started getting bills from EZ-pass for tolls on the Dulles Toll Road. I havent drove on the Dulles toll road in years, and the dates would have been It would have been impossible for me to be in Dulles as I was mobilized as a ****** Reservist. When I logged into EZ-pass I saw the charges were for a black Honda, Virginia license plate *****, similar but not my plate (my old plate had a *) and not my car. I contacted EZ pass and they first told me it was impossible as they only go by plates, I then highlighted the difference and told me they would correct it. In Nov of 2023 I got another bill (turns out three). I called and this time the agent told me that the plate registered to my account was the "*****" plate, meaning the first agent hadnt fixed the problem, but instead changed the info on my account to match their bills. This is fraud. I filed a fraud complaint with my credit card, deleted the credit card from the account, and canceled the account. EZ pass has since retaliated by sending me warnings they would hurt my credit and continue to send me notices that i have unpaid bills. To date they have charged me $175 for tolls I did not accrue. Upon closing my account, I received a 3.87 credit for the balance of my account, this credit could have been up to $35 and I no longer have access to be able to determine that amount so i added the full $35-3.87 to the refund (my last legit charge was in June 2021 so I expect that I had close to the full amount)

  Business Response

  Date: 02/15/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The vehicle was listed on the customer’s account until the account closed on 1/25/2024. The customer requested in the case ID to have no further contact by the business. To resolve this matter, the customer can call us at ************** (Monday – Friday 7 AM – 7 PM) to dispute the toll charges posted to the E-ZPass account as far back as 120 days per the customer service agreement. Once contacted we can submit a dispute on the customer’s behalf but we cannot guarantee the dispute will be approved. The customer will need to send proof that the license plate was no longer registered under them at the time of the toll charges. It can take 7-14 business days to hear from the toll road via email once the dispute is submitted.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 02/15/2024

  The license plate they charged was NEVER, ever, ever registered to me. I have provided visual evidence of it. They claim it was registered to my account, but it wasnt as it was NEVER my license plate.  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 03/12/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The license plate was added online via the web by the customer on 11/16/2020 and removed on 11/24/2023. The transactions in question that were posted to his account were posted based on the license plate entered.The E-ZPass Customer Agreement states the User agrees to “To promptly update license plate information for all vehicles that may use the E-ZPass Account and remove license plates for vehicles no longer associated with the account”. Additionally, to, “To provide the E-ZPass Service Center with current, accurate and complete personal information to include, name, phone number(s), mailing address, email address, driver’s license number and State, replenishment information, vehicle information, and license plates for all vehicles that will use the Transponder, and provide accurate and complete updates when information changes”.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:01/17/2024

  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.

  They make it very difficult to communicate with them when you have an issue. I was trying to change my debit card because I am planning to close the debit account I was using. When I made the change I was charged $70 I was not trying to do that. I want a refund for $70. EZ Pass makes the default payment always extremely high and that feels very advantageous. They are like a monopoly because they have no competition so there’s no regulation. If this is not refunded, I will need to take this issue to a higher authority.

  Business Response

  Date: 02/09/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer’s request for a refund of $70.00 is unable to be processed due to the payment made was for previous toll charges posting to the account when it had insufficient funds.On 1/30/2024 we processed a refund in the amount of $50.00 that the customer requested via email.Online payment options under the payment tab are available allowing the customer(s) to select a different payment amount from the account’s replenishment amount.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:01/11/2024

  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.

  Document ID : ************* ***** Inc
  
  I have EZ Pass Flex mounted on my car and receive notices for violations. I contacted EZ Pass and adjusted for few of the notices. However i keep receiving notices including penalties. I believe its the transponder problem. I contacted EZ pass and rejected the dispute stating that they adjusted previous violations. I do not understand that its their transponder issue and they need to reissue a new one.

  Business Response

  Date: 01/25/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer’s account was insufficient from 8/24/2023 to 9/23/2023. The customer’s dispute was rejected because the one-time courtesy to waive the administrative fees and subtract the cost of the tolls from the account was previously given. The date of the transaction for notice number ************* was on 9/10/2023 and the violation is now in collections. The customer will need to contact ****** *********** to make a payment or dispute with the collection’s agency.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 01/31/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  As stated by EZ pass by account went into Negative balance due to the irregular transactions charged by EZPass. I contacted Ezpass earlier about this transactions and they provided me a refund but the problem still continued and they kept charging my account. I went to nearby EZPass DMV last week and they certified that the EZPass transponder was not functioning for EZ Pass Flex transactions which was not fault of mine but of EZPass and they made a note of it. Surprising that EZpass worked for few transactions like the Dulles Toll Road but never for the Flex roads though the transponder was on. Please find the attached highlighted transactions list which was illegally charged by EZPass. I request EZ Pass to refund back the amount charged and also recall the collection Notice.
  Regards,
  
  **** ***********

  Business Response

  Date: 03/04/2024

  I have spoken with the patron and let him know I submitted a 2nd dispute today and recalled the notice from the Dulles Toll Rd.    Thank you, ****** ******** Customer Service Supervisor 

  Customer Answer

  Date: 03/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***********

• Initial Complaint

  Date:01/02/2024

  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.

  I have been told I would receive the refund for returning my EZpass many times on the phone and in emails and yet it never seems to arrive. Please see the uploaded supporting document. All I want is my refund. Thanks.

  Business Response

  Date: 01/31/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.Our records show the original refund check was returned on 12/15/2023 due to invalid address. The customer called in on 1/26/2024 and updated the address resulting in the refund check being re-issued to the updated address today-01/29/24. The customer should allow 30 – 45 days to receive. Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 01/31/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an EZ Pass transponder for occasional trips through tolls roads. EZ Pass / VDOT has my address and email address. I never received any notification of my balance needing replenishment (due to monthly admin fees) either by email or USPS mail. I was about to go to the **** ******* ******* *** ********** *** ******* and tried logging in to my account only to see it was closed.
  
  I would like my account reopened so I can replenish my account to my already purchased EZ Pass transponder.
  
  This is an over reach of government to just deplete an account balance, close the account without notification, thus sending the consumer on a rabbit hole to have a 'forever' transponder. Not receiving notifications of balance warnings, closing an account, etc. is unacceptable.

  Business Response

  Date: 02/02/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I spoke with the customer on 01/30/2024 and reopened their E-ZPass account which had been closed due to inactivity. The inactive account notification went to an email address that was no longer in use. The customer confirmed they still have the transponder and based on the transponders battery life, it does not need to be replaced. The account information has been updated and the account is active, I advised the customer to allow 24 hours for the transponder to work on in state toll roads and 48 hours to work on out of state toll roads.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 02/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****