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:02/02/2023

  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.

  I found out indirectly I had received toll violations November 2022 from July 2022.I never received any citation, and out of good faith I called in. I was told my case would be reviewed and I would get a call back. It was January 2023 and still no call back, and I reached out once more, except this time all charges were sent to collections, anybody I tried talking to wanted to obligate me to open an EZ pass. The deal was pay more than $200 in administrative fees ( $237) and $46+$20 to open an account. At this point, they keep promising to call back, fees keep mounting, it does not matter I dont receive mail and I cannot afford this amount of money. Aditionally they wont work with you, they just send you to collections and get rid of you, unless you pay what they say.

  Business Response

  Date: 02/22/2023

   Dear Sir or Madam: On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.I spoke with the customers wife on 2/16/2023 and 2/17/2023. She explained that they are able and willing to pay for the cost of the tolls and would like the administrative fees waived. We offered a one-time courtesy to reduce the amounts due to the first notice if they are willing to pay the cost of the tolls. During our conversation, Mrs. ****** explained the customer has an out of state E-ZPass account and had an account before the dates of the violations. After further review, our system showed valid transponder reads under the license plate before and after the dates of the violations. No information generated for the dates of the unpaid tolls under the same license plate. E-ZPass transponder(s) work on all toll roads that have E-ZPass Lanes. To avoid violations in the future, the vehicle information should be up to date on the account, funds need to be in the account to pay for the tolls, and the transponder should be mounted properly.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 02/22/2023

  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:01/26/2023

  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.

  I received a toll violation final notice from EZ pass VA with added admin fees of $1800. I called VA EZ Pass to try and get the admin fees removed and they said to email a dispute request which I did. My actual tolls equal $171 but the admin fees are ridiculously high and I cannot take care of them. I never received any notice prior to the fees being added. I do have a ** EZ Pass but these tolls were not picked up by my pass for some reason. During my call they advised me of other tolls that were also recently missed which I went ahead and took care of right away. The representative over the phone was not able to give me an explanation of why some tolls are missed. Like I said above, I emailed my dispute and received by mail that THEY DENIED MY DISPUTE. Please note that since being transferred to VA to work back in December 2020 I have been going through toll roads and pay monthly anywhere from $200 to $300 monthly in tolls. These tolls are from October 2022, only 3 months old and I stated my dispute 01/04/2023 only 2 month after the tolls were not caught by my transponder. I am not asking for a complete removal of my tolls, I am asking for a removal of the admin fees which is ridiculously high. Since I received this notice I am having a hard time sleeping straight through the night thinking they will add more fees on top of the already added fees.

  Business Response

  Date: 03/15/2023

  March 14, 2023 Dear Sir or Madam: Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. There are 2 different license plate numbers listed under the customer’s name and address in our system. I spoke with the customer on 2/22/22 and advised that VDOT approved to reduce the notices under both license plates to the first notice amount. The customer agreed to pay the first notice amount. The administrative fees were waived and reduced to the first notice. On 3/14/22, the customer paid the total amount due of $171 under one of the license plates and $1 under the other license plate 3/14/22 and was advised all violations are paid in full. Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 04/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. This has been resolved.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/14/2022

  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 two violation notices in the mail in October in the amount of $15 and $6 representing 14 missed tolls of $1.50 each. They were accidentally thrown away by my friend who cleaned for me due to me being disabled. Knowing I’d be getting my welfare check in the amount of $220 during the first 2 weeks of December, towards the end of November I started emailing ez pass several times to find out the violation #s so that I could pay online as soon as my check cleared. No one responded so I called the first week in December. I then found out they want $350 in fees too. They assessed $25 per missed tolls of $1.50. So fourteen charges of $25. I think that’s punitive and I had no idea that fees would be assessed so quickly or that I’d be charged per missed toll. I only have $30 a month left after paying my bills and can’t afford these fees. I want help to request they remove the fees. $25 on top of a $1.50 toll is 1567% more than $1.50. I don’t understand how this is legal. Considering I only owe $21 I think charging me one fee of $25 would be much more reasonable although I’d like them all waived. Part of the reason I screwed up is due to my mental health issues and why I’m disabled. I’ve reached out to my Senators too. Please let me know if you need my license plate number or any other identifying information.

• Initial Complaint

  Date:11/15/2022

  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 the first invoice already as a final notice on 09/13/2022. It was a toll of $8 and somehow went up to $83 with fees. I tried to dispute it because I never received any notice before that. I believe maybe because sometimes people steal mail in the neighborhood. It is a known problem we have. I called them and got the dispute email and have been emailing them back and forth but they keep taking me in circles and never address my problem and if I could dispute it. I am sending the emails attached.
  The business promised they would process my dispute from 3-5 business days and its been 13 days and I decided to pay without going through the dispute because they don't seem to be interested in helping as you will see in the emails.
  The notice number I have for the toll is ************ and violation ID is ******** and my license plate is ******* **.
  Please let me know if you guys could help in this matter. The money I am disputing is not much but I don't think it's fair that they just raise their prices like that and there is no way to know besides mail.
  
  Thank you very much for your assistance!
  Regards,

  Business Response

  Date: 11/28/2022

  Re: Case ID# ********I do apologize for any inconvenience the customer has experienced.On 11/18/2022 I left a message on the customer’s voicemail, that the toll road approved the customer to pay only the toll amount. The customer made a payment via the web on 11/15/22. The payment will be reversed and $8.00 will be applied to the cost of the tolls and a refund check will be mailed for the cost of the administrative fees. A refund check in the amount of $75 for the administrative fees will be mailed within 30 days.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 11/30/2022

  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.I would like to add that I no longer live in the address they have on file and I have called and let one of the VA Tolls staff know my new address but also will add here in case ****** needs it.
  My new address is:***** **** *** ******* ****
  ************* ** ***** Thank you very much for the support in this resolution!
  Regards,
  
  ***** ********* ***********

• Initial Complaint

  Date:11/08/2022

  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 VA sent me final notices for toll violations, with added on fees. I attempted to dispute these charges because I never received a first notice for these violations. THEY DENIED MY DISPUTE. The original total was about $25 which could have easily been taken care of (I add money to my EZPass often), however, with all of the added fees, the total is a whopping $410.25 which is absolutely absurd. How dare VA EZ Pass, VDOT, and whomever else, attempt to rob hard-working middle-class Americans in this way?! I would like to take care of my debts, I am in no way trying to avoid paying them, but the ridiculous fees they add is an absolute NO. This is the 2nd time I've had this issue with them, except this time, they sent my account to a collection agency. I vow to never use EZ Pass again after dealing with this nonsense.

  Business Response

  Date: 12/08/2022

  Dear Sir or Madam:Re: Case ID# ********I do apologize for any inconvenience the customer has experienced.Upon speaking with the customer on 11/18/22, I advised the dispute to waive the administrative fees was approved. Additionally, the customer was advised of other violations containing the same name and address. As requested by the customer, all violation notices were sent to the customer’s email address. Payment was made for all notices on 11/21/22. The customer agreed to pay the total amount due for those tolls. On 11/23/22, contact was again made with the patron about violations in collections and the balance due. On 12/6/22 payment was made for those violations. At this time, all known notices for the patron are resolved.We do not service all toll roads in Virginia. The patron may have travelled on I66 Outside the beltway, which is a toll road that we do not service. The customer should contact I66 Outside the beltway directly at ###-###-#### to check for unpaid tolls.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:11/08/2022

  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 year prior to the opening the Rt. 66 hot lanes I purchased, installed and funded my EZPASS. All set.. Once the lanes were opened I began using them and should have been charged accordingly. I visited my online account over the next week but, no fees were being paid. my transponder didn't seem damaged and was set to the on position. So.. what gives..? I called 66 express lanes to see if payment had been sent and during the conversation I was told that the E-Z pass " ON " setting does not actually turn ON the transponder....??? The operator continued to explain that beyond a one time curtesy wave of fees, there was nothing they will do. The 66 express operator then suggested I call E-Z pass. When I spoke to the E-Z pass operator was told in more detail that, when the E-Z pass was set to the ON position, you are in compliance with the HOV rules... Um what? I want to pay the toll but, the ON button printed on the E-Z pass, turns OFF the payment transponder? I believe this to be deceptive labeling. As it stands, I have a number of letters from 66 express lanes asking for payment of tolls PLUS excessive admin fees. I SHOULD have been able to pay these tolls, except for the backwards labeling. As it stands today 66 express and E-Z pass are pointing to each other as the responsible party. I need this resolved...

  Business Response

  Date: 11/15/2022

  I do apologize for any inconvenience the customer has experienced.We made multiple attempts to contact the customer. A voice mail message was left, and an email was sent. There are no violations under the customer’s name and address, and there are no missed tolls or violations under the license plate numbers that are listed on the E-ZPass account. We do not service all tolls roads in Virginia. The patron may have been travelling on I66 Outside the beltway, which is a toll road that we do not service. The customer should contact I66 Outside the beltway directly at ************.Kind Regards,****** ******Customer Service Supervisor1*** ******** ***
  ******* ****** ** *****
  ***

• Initial Complaint

  Date:10/17/2022

  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.

  On 10/17/2022 I received notice of a violation of a toll fee from a trip in August 2022. This was the first bill I have received. Having paid tolls for our drive through four other states this year, I was looking out for one from Virginia and hadn't received anything until this one. It claims that it is a "Final Notice" and that I owe a $50 on top of my $7 toll for driving through the exit. Again, this is the first bill to have been delivered to me and I will gladly pay the $7 toll. The website doesn't allow partial payment and sending a $7 check was my next thought but I do not want to accrue any more fees or have this sent to collections for a $7 toll that I would have paid as soon as I receive the notice had it not contained these fees.

  Business Response

  Date: 10/26/2022

   I do apologize for any inconvenience the customer has experienced. After several attempts by phone and email to reach the customer, I was able to speak to Mr. ******* ****** and advised the administrative fees will be waived leaving only the toll amount due. I offered to make the payment at the time of the call and Mr. ****** said that he will call later today to make the payment. The current amount due is $7.00.Again, I do apologize for any inconvenience. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:10/11/2022

  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 an EZ-Pass transponder and travel on Virginia toll roads frequently. I received four alleged toll violations on 06/14/2022, 07/12/2022, 08/02/2022, and 08/16/2022 all for Powhite Parkway Extension South Plaza 91 Lane 4. My transponder was firmly attached to my windshield, was detected and properly charged at all other toll plazas I traveled through during those same outings and was even properly charged for one of the four "violations". The fact that all four occurred in the exact same spot clearly indicates an equipment malfunction at the toll plaza.
  
  I contacted the customer service number on the violation to report this faulty equipment and was told to simply file my dispute as indicated on the back of the form and preferably submit via email. I did so within days of receiving the notices by sending an email with a PDF scan of all relevant forms on 07/28/2022 and 08/17/2022. On 08/26/2022, I received a Dispute Acceptance letter for the 08/02/2022 "violation". I received a second notice 09/08/2022 threatening to send me to collections for non-payment and not responding to the violation letter for the June and July dates along with the later August date. I submitted by dispute again with the original email attached on 09/13/2022.
  
  I received a dispute rejection notice in the mail today dated 09/22/2022. I was going to give up trying to correct this, just pay the $2.25 outstanding, and continue avoiding that toll plaza lane. I called to pay it and was told I now owe $75 in administrative fees and if I don't pay it, it will be sent to collections. I was also told that I'm the one who messed up because I should follow up with the Toll Road authority daily until the dispute is resolved. That is utterly ridiculous! I submitted ALL my documents again (29 pages) as a dispute.
  
  If my final dispute attempt is not honored and this is sent to collections, I will file suit for damages pursuant to my rights under the FDCPA.

  Business Response

  Date: 10/20/2022

  Thank you for bringing this to our attention. I do apologize for any inconvenience the customer has experienced.I called the contact phone number and spoke with Mrs. Marcoux who paid the toll amount and submitted a toll road follow up form on the customer’s behalf for the Powhite Parkway Extension, Plaza 91 lane 4. The dispute was accepted on 10/14/22 for notice number ************ and ************. The customer’s statements were received, the date of the transactions is outside of the time for the toll road to subtract the tolls from the North Carolina Account. At this time, all violations for this patron are now resolved. Again, I do apologize for any inconvenience. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:09/28/2022

  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.

  Recently I noticed that EZpassVA has been assessing me monthly fees ranging from $59 to $79 for toll violations.
  I have had the same transponder mounted on my vehicles for 2 years. I go through toll at least 80 times per month on my way to/from work and I have always had auto replenishment and never an issue.
  I called EZpassVA and their response was. "At times the toll cannot read your transponder therefore someone has to manually lookup your account using your license plate and when that happens we asses a fee"
  I asked them how is this my fault that your machines do not always work. Then they proceeded to say it could be due to the vehicle I drive. Nonsense after nonsense. They even said that they would check to see if they could even refund me my money. We are talking about $352 in illegally charged fees. Thus must be happening to thousands of people in the ** area. This could be a bigger scam than the traffic cameras in **. Eventually after several back and forth conversation and emails they told me they were going to refund me a portion of the fees. I did not accept that and demanded a full refund. They refunded me $278 out of the $352. They said they cannot refund me any more fees because the 1st one occurred more than 120 days ago.
  Plus on top of this there is no guarantee that they won't continue making up fees, not only for me but thousands of others. I need a full refund of the money taken away from me.
  
  An interest note on all this is that all the people that are going through the tolls without an EZpass and later paying online, none of them are being charged these outrageous fee. They might pay an extra .80 cents or so, but nothing like me and the workers there have to search them for each and every time they go through a toll.

  Business Response

  Date: 10/13/2022

  The customer’s request to refund the administrative fees was approved on 9/26/22. The amount of $54.00, $79.00, and $75.00 was refunded to the account. The transponder should be mounted properly, or it is not guaranteed to work. The transponder should be below / outside the tinted area of the rearview mirror post. The patron requested the V-Tolls refunded on 9/22/22 and stated that the transponder was mounted properly. After reviewing the images of the vehicle on the ****** Toll Road, it looks like a small section of the top of transponder may be within the tinted area of the windshield. Lowering the transponder, a little further down from the tinted area on the windshield, making the entire transponder to visible in the windshield may help with the device reading on the toll road. Some vehicles have special windshields that may interfere with the transponder reading, the customer can request to replace the interior transponder to a bumper transponder that is mounted on the front of the license plate.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 10/13/2022

  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.
  The transponder is properly mounted on the windshield and has always been. I even visited the Dealership and they saw no issues on my part. I am demanding a full refund of the toll violations charged. There have been class action lawsuits against EZpass for this same reason in the past. They are very fraudulent.I was charged the following amounts: Date Amount12-May-22  $           
  74.00 15-Jun-22  $           
  70.00 15-Jul-22  $           
  75.00 15-Aug-22  $           
  79.00 15-Sep-22  $           
  54.00  $         
  352.00I was only refunded $278. I demand the full amount.
  
  Regards,
  
  **** *******

  Business Response

  Date: 10/21/2022

  Case ID: ********The customer’s account was refunded for $74.00 and $58.00 for the V-toll fees that were applied 10/15/22. I left a message at the contact phone number and advised the fees are being refunded, advised to lower the transponder a little further down from the tinted area on the windshield, and may want to contact the dealership/manufacturer for a better place to mount the transponder. On behalf of E-ZPass Virginia, we do apologize for any inconvenience the customer has experienced. Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 10/21/2022

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