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:09/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a lack of signage and I was unable to safely merge to the toll lanes. I called Pocohontas Parkway to discuss this and was told that the signs are one mile before the toll lane. That is very little notification for new visitors to this area. I was unable to safely merge to the toll lane.

  Business Response

  Date: 09/09/2025

  Dear Mr. ******************** you for reaching out regarding your recent experience on Pocahontas Parkway.

  Please note that all signage on Pocahontas Parkway is VDOT-approved, and the road is clearly marked as a toll road prior to entry from multiple access points, including I-95, Route 150, I-295, ***************, and **************
  Following a review of your travel history, weve determined that there was no surrounding traffic during either of your trips. For future reference, we offer a convenient way to pay missed tolls through our website, which helps customers avoid receiving invoices with additional fees.

  
  If you need assistance or have further questions, please dont hesitate to contact us.

  Customer Answer

  Date: 09/09/2025

  Better Business Bureau:

  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
  
  There was a lot of traffic on this date and it was not safe to merge across several lanes of traffic with little notice.  If you reviewed this, then please share this information, I would like to also review it.  The signage was insufficient for the amount of time needed to merge and I feel this should be reviewed by VDOT and Pocohontas Parkway to keep drivers safe.
  
  Regards,
  
  **** *******
  
  
  
  

  
  

• Initial Complaint

  Date:09/09/2025

  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 received a toll violation from Pocahontas Parkway indicating I drove through a toll and they couldnt deduct the $5.95 toll on 6/26/2025 because my ****** account did not have sufficient funds. I tried to explain to them I had an ongoing dispute that initiated on 6/16/2025 that did not get resolved until 7/23/2025. During that process I had multiple companies/agencies sending me toll notices regarding my ******. Ive had to make repeated phone calls explaining the dispute which came out in my favor (and I was refunded $52) to at least have administrative fees waived and of course paying any outstanding tolls. I spoke with by phone and exchanged several emails with Pocahontas Parkway once again explaining the ongoing dispute. They did not care and treated me as though I was someone who willfully did not pay tolls when they could clearly look at my history and see I usually pay on my account immediately when getting to a low balance. I was told if I didnt pay $18.45 which included a $12.50 administrative fee by 9/10, Id be another $25, then $100 for collections, then another $100 per trip plus court fees. This all over $5.95 and a pending ****** dispute they were clearly aware of. I want the $12.50 administrative fee refunded back to me.

  Business Response

  Date: 09/09/2025

  We understand that you had a dispute with EZ-Pass. Please note that EZ-Pass and Pocahontas Parkway are two separate entities, and any issues with EZ-Pass do not affect the toll obligations incurred while traveling on Pocahontas Parkway.

  While your dispute with EZ-Pass was pending, its important to remember that tolls are expected to be paid at the time of travel. Toll charges are not deferred until your EZ-Pass claim is resolved.

  As outlined in the violation enforcement process included in our notices, if your account is negative at the time of travel, you may contact Pocahontas Parkway to make a toll paymentprovided it is done within a 10-day grace ******* If we are not notified within that timeframe, a First Notice will be issued, which includes a $12.50 fee per transaction.

   

   

  Customer Answer

  Date: 09/09/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  I only have one EZPass account yet multiple agencies which are not practicing under the same guidelines have the authority to penalize at will. I want that $12,50 refunded.
  
  Regards,
  
  ******** ******
  
  
  
  
  

• Initial Complaint

  Date:08/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They continue charging me saying ez pass wasn't funded. I check ez pass and it is funded. They are lying! They have taken thousands of dollars from me and my family.

  Business Response

  Date: 08/12/2025

  We were unable to locate the name provided in our system, and unfortunately, the phone number listed leads to a full voicemail box.

  To proceed with your complaint, we kindly ask that you provide the license plate number associated with the matter. This information is necessary for us to investigate and respond appropriately.
  We appreciate your cooperation and look forward to resolving this issue.

  Regards,

  *****

  Tolling Mgr. 

  Pocahontas Parkway

• Initial Complaint

  Date:07/03/2025

  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 December 10, 2024 I was told that I used the toll and did not pay $5.75. Upon checking my bank statement there was a deduction made from my account of $5.75 on December 11, 2024 of $5.75 to Pocahontas Parkway. On February 20, 2025 I was told that I used the toll and did not pay $5.75. Upon checking and verifying with my financial institution a deduction of $5.75 was deducted from my account on this date to Pocahontas Parkway. In March 2025 I was told that I passed using the toll four times. Upon checking my account there was a $5.75 paid to Pocahontas Parkway on March 16, 2025. On March 17, 2025 $5.75 was paid to Pocahontas Parkway three times for a total of four payments made in March 2025. I have constantly given proof of these matters, which I will send as well to you of the statements that Im making. I have also been told that they are going to be more extensive penalties because Im not paying a toll that I have shown proof that I did so. I will also be having my financial institution investigate fraudulent activities concerning this matter thank you for your help on this matter.

  Business Response

  Date: 07/11/2025

  Customer originally disputed the charges in May.  Mr. ******* was sent a breakdown of payments details matching the bank statement he provided. The statement sent in does not reflect the current charges billed. Violations that are showing outstanding are still due to Pocahontas Parkway. 

  Customer Answer

  Date: 07/18/2025

  Hello, thank you for responding to my complaint, I was contacted by Pocahontas Park Toll, that they would extend the time that I have to make a payment $92 change in penalties for unpaid toll extended to August 1. As I explained to them, it was stated that I used the toll four times in March, my bank statement reflects four times $5.75 or the toll at that time was subtracted from my account.   The other claims of not paying the toll, my bank statements also reflect the deductions from my account. With that being said, I reject the offer from Pocahontas Parkway for a further investigation outside the representatives of Pocahontas Parkway. Thank you for your help and attention on this matter.

  Business Response

  Date: 07/29/2025

  The account was put on hold. We've explained the charges multiple times to him. He was not reading his bank statements the correct way. We did a break down of all of the charges and sent it to him. He has until August 1st to get the account paid in full. 

  He told us he was seeking counsel. Communication will now have to go through his attorney. 

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  Date:05/09/2025

  Type:Order 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've had an ezpass account for years. They said my ezpass tags wasn't working and wasn't issued to the correct license plate number. So I fixed that. They sent me bills for several different tolls they said we're unpaid, so I paid them all. Then they sent me more, and these were from an earlier date than the ones I just paid. The online system said they were no outstanding tolls to the license plate number. They said sorry, our system is faulty but you still owe the money. I tried paying for just the tolls, they wouldn't accept that. They basically give you no warning, they just send you bills with "admin cost" to each toll, and instead of sending 1 collective bill, they send them at different times and pile on the charges. If you go to their website, the system won't show any violations, making it impossible to pay for the toll before they add fees, even with an ezpass. This company has a checkered pass, even so with 895 Pocahontas.

  Business Response

  Date: 05/20/2025

  If a customer EZ-Pass isn't working, there is a safety net to prevent EZ-Pass customer from receiving a notice with fees. The account at EZ-Pass must be up to date with funds available at the time of travel and the correct license plate must be on listed on the EZ-Pass account at the time of travel.   If a license plate is added after the violation or the account has no funds available, it will create a violation.  If EZ-Pass customer monitors their account and reaches out to Pocahontas within 10 days of the violation they will only pay the toll amount. When searching the website if clearly states if you can't find the trip after 48 hours, please call the office. Customer was advised that he has a toll that needed to be paid.  He didn't pay the toll amount and that is when it continued thru the enforcement process, and he received a First Notice.

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 

  I have attached photos proving that the system didn't show tolls unpaid. 

  Please remove the violation fees and I will pay for the tolls.
  
  Regards,
  
  ***** ****
  
  
  
  

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 writing this complaint due to recently being notified of a toll bill from December 2024. The letter of notification was not delivered until 15 APR 2025. Almost a complete four months afterwards. The bill also stated that it was the second and final notice, but this was the only bill that was delivered and received. This resulting in being charged $30 now instead of the initial $5. When we called to express this concern, we were told we still have to pay the $30 no matter what. This is bad business.

• Initial Complaint

  Date:03/24/2025

  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 charged under my old license plate ******* for 4 transactions, twice on March 18th and twice on March 22nd for 5.75*4. I did not personally travel through this tolls and if you look the the pictures it does not match my license plate. I have also since changed my license plate to ******. The customer representative was very rude and said even though I DID NOT TRAVEL it will be my responsibility to pay these tolls because my plate was captured in picture. If it is not my car, and not my transponder, I did not receive this service. This is total fraud and you should find the person who actually used this toll to charge, instead of me. This charge is fraudulent and I would like this fee refunded. If not; I have no choice but to report it as fraud.

  Business Response

  Date: 03/24/2025

  When a vehicle travels on Pocahontas Parkway thru the *** only lanes without an ez-pass.  Pocahontas Parkway will send the license plate number up to *** to see if it matches a valid account, if so EZ_Pass will pay this to prevent the customer from receiving a notice with fees.  Pocahontas Parkway goes by the registered owner of the license plate.  We don't capture images of the driver.  It's up to the owner of the EZ-Pass account to make sure the account is up to date with all license plates. Your LPN wasn't removed from your EZ-PAss account during the 4 violation dates.  It was removed the following day.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 above.
  

  If you do not have a picture of the vehicle traveling, then you can not prove it is me using your toll. I, on the other hand, have proof that my license was deactivated during the traveling date listed. Therefore I can prove to my credit card company and court that I was not the person using the lane and therefore you are fraudulently charging me for a service you did not provide. Regardless of whether I changed my plate on the account or not, you should read the transponder and it is your business responsibility to ensure you are not charging the wrong person. If this amount is not refunded to my account; then I will unfortunately have to report it to *** for bad business practices, the credit card company, and I will file a lawsuit in small claims court. 

  Regards,
  
  ***** **
  
  
  
  

  
  

• Initial Complaint

  Date:02/07/2025

  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 got a toll notice and went online to pay it but was told it was already sent to collections. Today I received a notice from collections that the toll has now rose to $105.75 which is truly insane. But on top of that I don't understand why I got the notice at all. I have an EZPass in the vehicle and have the vehicle listed on my account.I would have paid sooner but we spent the winter in ******* so we did not receive the notice until earlier this week. But even though we were out of town I would have still expected them to just bill my ezpass account which is in good standing.I contacted the business and was told they could not do anything and that I need to contact the collections company. I do not accept that as an answer - they sent it to collections so they need to call them and figure it out.Thank you!

  Business Response

  Date: 02/07/2025

  When a customer travels ********************************************* without paying, they have 10 days to reach out to make the payment of the toll.  There is a safety net for EZ-Pass customers when the transponder doesn't read the license plate is sent up to EZ-Pass if the *** account is up to date with BOTH available funds and the license plate is listed EZ-Pass will pay the transaction, so the customer doesn't receive a notice with fees.  Pocahontas sends out 2 invoices to the registered address on file with *** giving the customer over 70 days to make the payment before it's sent to collections.   

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being sent unpaid toll notices for Pocahontas Parkway. On the notice there is an image of a vehicle ******* Rogue) that I do not own and have never owned. The license plate on the vehicle is a Virginia temporary tag that was issued to me in November 2023, when I bought a used car ( 2009 **** Mustang ) from Virginia car dealer. I am a Tennessee resident Timeline: 11/21/23 - I purchased *************************************** ******** **. ******** Temporary tag (24268C) was issued. 12/13/2023 - The Mustang is registered in ********* and TN license plate is *********/**/2024 - I received an Unpaid Toll Notice ( Notice ID ********* from Pocahontas Parkway, saying that I owe $36.10 from two separate toll violations on 01/11/2024 and 01/29/2024. 07/02/2024 - I received another Unpaid Toll Notice ( Notice ID ********* from Pocahontas Parkway. This charge is for $18.25 for a single unpaid toll on 06/10/2024. The image on the report is very clear this time and shows 2014-2020 ****** Rogue with Virginia temp tag 24268C. I don't own and have never owned the vehicle on that image. I have not driven on Pocahontas Parkway on those dates. The information that Pocahontas Parkway receives from Virginia DMV to issue these notices, has to show the make and model of the car that the plate was issued to AND the expiration date. The plate was issued to 2009 **** Mustang. The vehicle on the image is 2014-2020 ****** Rogue. In addition, The VA temporary tag that was issued to me when I purchased the **** Mustang, should have expired nearly 7 months ago, so the tag on those images has to be fraudulent. Pocahontas Parkway sends bills based on incorrect and fraudulent information to people who have never used their toll road. But somehow the onus is on that person to prove them wrong. They are a business who puts zero effort into verifying the information they are using to send these baseless notices. And if a person refuses to pay, there will be damage to that person's credit.

  Business Response

  Date: 07/25/2024

   Customer emailed in because he received another notice.  Let him know that he spoke with a supervisor about previous violations, and we offered a 1x courtesy waive of them. let him know he was advised to reach out to DMV and get documentation that he is not the registered owner of the plate. let him know since there is another violation and the plate is correct, he will need to get that documentation. He mentioned in email that he just now reached out to them and does not know if he will get that info by his due date. Let him know to keep us updated and if due date approaches, then we will offer a 2-week extension.  He was told in a previous conversation in March the importance of reaching out to DMV to get required documentation. Still waiting...

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  Virginia DMV Data and ************** is so backed up with dealing with fraudulent Temporary Tag issues that they have not even responded to my request for information. Their response can take 1 month, 6 months, 10 years for all I know. In the meanwhile Pocahontas Parkway expects me to pay every toll that some random person with fraudulent tags is racking up. If I don't, I get reported to the collection agency and my credit will be ruined. Does that seem right to you? It is an expired temporary tag! It was valid only for 30 days and that was 8 months ago. Just complete negligence and indifference from Pocahontas Parkway.    
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:07/08/2024

  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 am being charged $100 fee for a $5 toll. I had two EZ-pass accounts at the time one in ** and another one in ******** when the toll was incurred and advised them that but they refuse to acknowledge that and are charging me an extra $100. I think I should be able to pay the $5 toll and that's it. I don't think that I should have to pay an extra $100.They are thretening to suspend my license if I don't pay. I need to have this resolved immediately.

  Business Response

  Date: 07/08/2024

  This has been explained multiple times to ******************** that her VA  EZ-Pass read coming through the parkway on the day of the violation.  We cannot use her NY  EZP account as a dispute once her VA. EZ-Pass is read at time of travel.  The VA EZ-Pass account was negative for 6 months. She refused pay in May and June.