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:05/14/2024

  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.

  Went through the Pocahontas Parkway toll on 04/05/24. Tried several times to submit payment via my credit card, however, the toll booth did not accept payment due to no fault of my own. It eventually issued a ticket, and advised that I pay online. I am familiar with the process of paying online because I have done several times in the past. This particular time, due to several life events I forgot to pay within 10 days. I receive a notice of violation in the mail, which included a ***** fee. I contacted the Pocahontas pkwy ofc, as well as sent an email requesting waiver of the fee due to an oversight on my part and explained I tried to pay at the time, but the toll wasn't working. 5.75 has turned into *****. As a courtesy, a fee waiver should have been issued in this instance. This is pure greed.

  Business Response

  Date: 06/05/2024

  Customer acknowledges getting the unpaid toll slip on this day.  Investigated the transaction customers before and after were able to pay with no issues. We allow 10 days for a customer to make a payment before a notice is sent.  There are several ways for payment to be made over the phone, mail, web site or our drop box located in front our Admin Building.  Because the information was provided at the time of travel, and we offer a grace ****** for the toll to be paid before fees are added- if a notice is sent out with fees that is the amount that will be due.

  Customer Answer

  Date: 06/05/2024

  
  Hello,
  
   
  
  The business has not contacted me to address this issue.
  
   
  
  Thank you,
  
   
  
  *************************

• Initial Complaint

  Date:04/23/2024

  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.

  Date of violation: 03/04/2024 Time 05:39am Toll charge = $5.55 Toll Fee = $12.50 Location: **********************************************************I don't drive outside of **********/**********/**. Beach area.Photo of violation is very dark and doesn't show state name. Tail lights are squared, mine are round. Someone might have had the same plate number but from a different state.You can't talk to a live person to get a issue resolved. Both of their phone numbers rings the goes to voicemail. ************* / **************)

  Business Response

  Date: 05/13/2024

  This was resolved with the customer. 

  Customer Answer

  Date: 05/13/2024

  This is in regards to a complaint that was made but was resolved. Thank you for your response.

  Richmond BBB complaint #********.

   

  Please close this complaint case.

  
  

• Initial Complaint

  Date:04/11/2024

  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'm lodging a formal complaint regarding an EZPass discrepancy, where a $5.00 charge escalated to $100 despite providing evidence of my EZPass account. I've reached out to the agency multiple times, even sending emails in an attempt to resolve the issue amicably. However, the Pocahontas Parkway in ********, ** response has been both uncooperative and indifferent towards the dispute. I'm reporting this company because I would like resolve this issue in a civil matter and would like to prevent this happening to anyone else.

  Business Response

  Date: 04/12/2024

  At Pocahontas Parkway there is a safety net for ALL ***Pass customers.  When travelling and your ***Pass transponder doesn't not send a signal to our readers the safety net (Video Tolling) would assist the ***Pass customers.  In order for this to work the account at ***Pass need to be up to date with funds AND the license plate has to be listed at the time of violation. Pocahontas has explained to the customer what was needed multiple time the customer failed to send in the required proof for research to be completed. **************** only sent in a report showing her account to be on a ACHPPT, we have never received a copy of the Vehicle history report as requested. Our process is explained on our notices. If we don't receive the requested documentation, it will continue though the violation enforcement process.

• Initial Complaint

  Date:12/24/2023

  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.

  Just got a notice from a law firm demanding 103$ for a **** unpaid toll that I shouldnt have been billed for in the first place. Ive only used interstate 895 on one occasion and I know the transaction was successful because it was swing arm controlled and the device moved to allow me to proceed. I have NEVER been notified of any outstanding fees until now when its on the desk of a local law firm demanding payment. This is insane and seems like a big multi million dollar company taking legal advantage of a consumer. Want the bill wiped and legal action reversed.

• Initial Complaint

  Date:12/20/2023

  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 being accused of not paying tolls. I did not receive the toll violations that Pocahontas Parkway of ******** says they sent. I am being accused of he following violations: *******, *******, ******* and *******

• Initial Complaint

  Date:08/11/2023

  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 got a bill today saying that I owe for a toll violation but I have Smart Tag.The bill was received today and says that it's due last month and that additional fees would be owed if late.I didn't even mean to take this exit and had to take the first exit. This is a scam and I will give them a chance to fix this before taking it to the state level.

  Business Response

  Date: 08/16/2023

  Being an ez-pass customer they have v-tolling in place for their customers.  In order for this to work the customer has to make sure the ez-pass account is up to date with license plate number and funds available.  The account was not up to date at the time of travel.  Customer has now updated the account to reflect the correct license plate number.   Advised customer to reach out to the toll road for assistance.  Thank you for traveling Pocahontas Parkway!

  Customer Answer

  Date: 08/16/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ****************
  
  
  
  

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising 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 17 year old daughter received a toll violation notice from Pocahontas Parkway in ******** for a toll violation on 11/12/22. Pocahontas Parkway included a picture of a random vehicle and claimed DMV showed it was registered to her. My daughter and I went to DMV and confirmed that she has no vehicles registered in her name (nor has she ever, she's only been driving for about a year). Pocahontas says it needs proof from DMV but DMV has not yet responded to my request for a statement saying no such vehicle was registered to her. Meanwhile the lates notices from Pocahontas Parkway keep upping the fine. Pocahontas Parkway has also refused to show me proof from DMV that this vehicle we've never seen before is registered to her. I am concerned that Pocahontas Parkway may be scamming motorists by sending out random notices for vehicles that arent actually registered to them. The images are dark and poor quality so it would be easy for a motorist to assume it was their vehicle and pay the fine. I also noticed that the license plate number on their violation statement was different from the plate number in the actual picture. Definitely something fishy going on.

  Business Response

  Date: 07/05/2023

  Pocahontas Parkway doesn't not send out invoices for random vehicles.  We capture the license plate number of the vehicle coming thru without making payment.  We have a process that we go by before a notice is generated and sent.  Once we get the *** information back is when the notice is sent out.  Pocahontas can only go by what is sent to us by ***.  If a customer disputes a notice stating this is not their vehicle, we require written proof from ***. The violation photo and the *** information does match. The *** registration and the photo both come by back as a   Mazda CX-9.   Pocahontas Parkway cannot request *** information on be-half of the customer.  If a customer feels they have been sent an invoice in error research is done on our end.   The plate has been verified for correctness.

• Initial Complaint

  Date:03/13/2023

  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.

  I am being charged toll fees in Northern ********. I have no business that takes me there. The temporary tag number being used did belong to a vehicle I owned. The tag had expired and I discarded it. I do not or have not owned a vehicle that looks like the one in the picture provided to me. I have sent them my DMV file showing that I don't own a vehicle like the one in the picture. This tag could be a fake or possibly even stolen after I discarded it. This is not my responsibility to pay. I have explained this to them. They have turned the matter over to a collection agency after adding fees. This is extortion. I will not pay it.This is all over the license plate number ********* that I do not own or use. It is expired and was disposed of.The Notice ID is ******** and the Violation Number is *******. I also have one with the Notice ID of ******** and the same Violation Number.

  Business Response

  Date: 03/29/2023

  Customer was informed on 3 occasions we needed a letter from DMV stating the tag was not in his name on the day of the violation.. Pocahontas Parkway receives  vehicle  information  from DMV.  We are still waiting on the customer to send in the proof  from DMV.  Once we have that proof ,we  will get back to the customer.

• Initial Complaint

  Date:02/15/2023

  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.

  Something was wrong with my ezpass and I never noticed until months later because of personal issues and had domestic violence issues so I wasnt staying home. Some of my mail was also going to a neighbor who provide my mail very late. By the time I was able to get a hold of the letters it had already went to collections but Ive always had a ezpass account. Now Im owing almost $500 for $20 worth of tolls and there is nothing they are willing to do even though *** explained Im a single pregnant mother without work right now . Shame on them ! No help at all! Ive called countless times ! I also have a ezpass so Im not sure what or how this happened or ther then some how it wasnt working months later i call and call and they just tell me there is nothing they can do the lowest they can go is 380 for $20 tolls this is crazy

  Business Response

  Date: 02/16/2023

  Recently, a tag was reported as lost/stolen. There is a safety net for all  EZ-Pass customers in case your transponder doesn't read at the time of travel to prevent EZ-Pass customers from receiving  notices with fees. In order for the safety net to work the customer must maintain an up to date EZ-Pass account ( license plate must be listed along with money on your account)on the time of travel. This is also listed in the terms and conditions of your EZ-Pass.  As a result of your account not being up to date you are subject to fees.  You have 10 days to reach out to us if you notice a toll was deducted. Then you will only  pay the toll.

  Customer Answer

  Date: 02/16/2023

  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 just marked my transponder, lost as of yesterday as it was misplaced with cleaning my car. This was not the case during these tolls and I did have money on my account, so Im not sure what happened and now the account has went to collections and I am owing administration fees, so this would not solve my issues. I tried to explain to the representative about what was going on, and the fact that I was in a major car accident and had a lot of personal issues going on. I was never charge do my easy pass account ever I was just told the tolls were not paid and months later they went to collections. Now for $20 worth of toes I am mowing near $400 and I am not working. I get cash assistance from welfare. I explain that to the people and they said theres nothing they can do to help me. Its very hard and frustrating that there is nothing they can do for people with hardships I explain to them I would not be able to pay $400 when I barely make enough to pay my bills but still they told me they could not go under $380. Im not sure what else to do because now Im assuming I will be able to renew my registration because of this. But because Im a single mother who is pregnant, who just came from being in a major car accident that led me to break my hip and jaw, and was unable to work for nearly 2 years. I cannot keep up with a bill like this Im not sure what are my options after I have gone to collections being that I have easy pass account and have had one for years before this.
  

  
  Regards,
  
  *******************************
  
  
  
  

  
  

• Initial Complaint

  Date:02/13/2023

  Type:Product 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 11/30/22 I went through a toll with my EzPass transponder (well mounted on the windshield, active and with funds). Couple of months later I received a toll violation notice from Pocahontas Pkwy saying I havent paid for that toll. They were not only charging me for the toll amount of $5.20 but also applying an abusive notice fee in the amount of $12.50 (thats almost 250% of the toll fee amount!!!). After making sure my transponder hasnt really been charged, I called Pocahontas to see if they were having any problems reading EzPass transponders but was informed that the charge just didnt go through bc my plate wasnt up to date with EzPass. I wasnt aware of that and since this was the very first time I had this problem I asked them to waive the notice fee as one time cortesy which they denied. On 01/31/23 I made the $17.70 payment but would like a refund for the notice fee amount. POCAHONTAS PKWY NOTICE ID ********

  Business Response

  Date: 02/14/2023

  There is a safety net for all  EZ-Pass customers in case your transponder doesn't read at the time of travel to prevent  EZ-Pass customers from receiving  notices with fees. In order for the safety net to work the customer must maintain an up to date EZ-Pass  account ( license plate must be listed along with money on your account)on the time of travel. This is also listed in the terms and conditions of your EZ-Pass.  As a result of your account not being up to date you are subject to fees.  You have 10 days to reach out to us if you notice a toll was deducted.  Then you will only  pay the toll.

  Customer Answer

  Date: 02/14/2023

  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.
  
  Their cameras/signal machines are clearly faulty. Unfortunately I have to admit that my plates info was not up to date for quite a while, yet I have even been through this same toll, but on express lane, several times with no problem. I only went through the booth at this time because I needed a receipt to take to my boss for reimbursement purposes. The lady told me they dont provide receipts and told me to proceed even though the light remained red. Can you check this whole interaction on your surveillance camera records? 
  
  Regards,
  
  *******************