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:02/04/2023

  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.

  Regarding Violation #*******; Notice ID ******** I received a notice for the first time to pay a toll that I incurred while out of state. It said "second and final notice" but I never received the first one, so I wrote the Pocahantas Parkway to explain that I was happy to pay the $5.20 toll but believe the $30.20 fee had been charged in error. While I was unfamiliar with the area (being out of state), I had the ability to pay the toll at the time but did not think I was in the proper lane because I remember just being allowed to pass without being prompted to pay. There were people behind me and no attendants and I assumed I would be billed. I told them I had the impression that I could pay at a later date without penalty and that $30+ is an outrageous penalty for an unintentional violation incurred due to unclear instructions. As was disputing the penalty and not the toll itself, I asked for instructions on how to proceed paying just the toll without the fee. They wrote me back and sent pictures of their signs with print so fine that I would have gotten in an accident if I tried to read that while driving and others with a phone number I could call while I was driving - this is not an acceptable procedure to ask drivers to follow. I do not believe there were any "on screen prompts" so in a follow up email, I asked them to send me a picture of the credit card machine because I remember looking for prompts and instructions and not finding any...then a lever lifted and let me pass. I did not receive a response from my second email to Pocahantus Parkway, reiterating that I intended on paying but the process was not clear. I also said if you're going to lift the lever and let people pass without them doing anything, people are going to assume (as I did) that the system was broken - I suggested a button that says - "will pay later" or something to that effect, so people would know that they needed to follow up. These business practices are underhanded.

  Business Response

  Date: 02/14/2023

  All lanes are marked for the customers that we offer Cash/ Credit Card for 2 lanes both East and West. We also have 2 lanes - 1  East and 1 West that take only credit card.  We do not have levers/gates to be lifted to allow the customer through.  We do have staff on duty from 5:00 A.M to 11:00 P.M daily monitoring  the toll lanes remotely.  There is a call button for the customer use to receive assistance if a customer has any questions.   It is posted on each machine that if you are unable to pay to reach out to us before 10 day  grace ****** to allow all customer to pay just the toll our contact information (phone number & website) are provided in the same area on the machine.  We also have traffic lights in all  lanes to indicate if payment was successful.   if after the 10 grace ******, a customer doesn't reach out to us, the violation will continue through our enforcement process.  We send out the first notice once DMV information is received.  Our web site also explains how to contact us if you need assistance. The escalation of our notices/ fees is provided on our web site, as is the grace ****** we offer. 

  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 have no idea why they are mentioning in their reply that they have lanes for credit card and cash the issue (as stated multiple times) is that I had the money and intention to pay,but it was not clear to me how to do that. I asked for a picture of the credit card machine to try to understand how I could have missed it.  They did not respond with that picture, and so Id still like to see it from the lane I was in since they have a picture or video of my car (or so they said), Id like for that to be shared with me as well.  There was no indication to me that their system was working, and I have been in situations in the past where garages who arent staffed (which this one was not in the lane that I was in) and are not working properly, let people go on their way without charge since inadequate instruction is not the problem of the public.  I thought I might have accidentally gotten in the ** pass lane bc I could not figure out how to pay.  They say they have staff monitoring the toll lanes remotely really?  Wheres the screen where you can see their face? One of the signs that they had up (according to the company) stated  No attendant for this reason, I dispute their statement suggesting that there was any staff on duty that was apparent to me (the driver).  There was only a sign that stated if we have questions, we can pull out a phone and call them while other cars are waiting behind us- are you kidding? I also did not see any such call button or traffic lights  obviously, since I suggested that they have something to the effect of a button to ensure they were communicating with the driver.  If they arent purposefully setting people up to fail, they should re-evaluate their communication system.  How many complaints have they had regarding 1. Improper notification 2. Failure to provide clear guidance? Actually, they dont have to answer that question its very clear from their 1.1 ****** review rating (37 responses). I have never been through a toll booth that I missed paying accidentally this sounds like swindling.and count the number of scam comments in their ****** reviews.  Id like for them to send a picture of the following from the lane that I was in: 1. Credit card machine including any on screen prompts 2. Call button 3. Traffic Lights
  Instead of a sign that says if you have questions with a phone number, they should state if you dont pay this toll right now, the next time you will hear from us is when we send you an invoice labeled second and final notice even though you never received any prior notices with a $30 fee due to the  grace ****** that passed in the interim.  If you dont pay the fee, we take you to court
  To this effect,I am asking the BBB to mediate a response to the following complaint- as I have told the toll company, I never received a first notice so I didnt think I should be charged the fee that had been added due to inadequate notification.If I had received the notification, I would have responded with payment of $5,the price of the toll I intended to pay at the time.  If they do not customarily bill people within a reasonable time for them to make a payment without additional fee, they should reconsider their system and model it to be consistent with other toll road charges (e.g. ******************* in **). ******************* hasnt been around for very long, but it does have a 3.5 ****** review rating.  Like others who have been billed by Pocahontas parkway so much later after the toll incident (I only remember there wasnt adequate instruction on how to pay the toll), I feel duped because Im going to pay their outrageous fee since the only alternative is that I have to fight this in court.  The best I can do is make this public so if I cant get them to change their business practices, maybe someone else can.  
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:01/12/2023

  Type:Product 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.

  My ezpass transponder was defective, and I found out after the fact. I received over $500 in toll violation that EZpass and Pocohontas Parkway are refusing to reverse. I was provided with a new transponder for my three vehicles.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  

  Dear Sir or Madam:
  

  Re: Case ID# ********
  

  On behalf of E-ZPass ********, I apologize for any inconvenience the customer has experienced.
  

  Thank you for bringing this to our attention. After further review, it is approved to reverse the v-toll fees that were applied to the customers account due to a malfunctioning transponder. The customers transponder was not reading and has been replaced. A credit in the amount of $141.00 was applied to the customers account on 12/29/2022. The customers account balance was insufficient on 5/5/22, 5/13/22, 5/23/2022, 6/9/22, and 6/15/2022. Per the customer service agreement, the account should be funded prior to traveling on the toll road. The customer made payments via the website, which states when making payments to an insufficient account balance it can take up to 24 hours to be available on ******** toll roads and 48 hours on out-of-state toll roads. The customer is responsible for keeping all vehicle information up to date and having funds available prior to traveling on the toll road. We do not process violations for all toll roads in ********, Pocahontas Parkway toll road happens to be one that we do not service. If the violations were due to the transponder not reading the customer can dispute violations directly with the Pocahontas Parkway.
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor *********************************************************************** 24422
  Phone: ************
  Email: ****************************

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  This business is terrible with communication and Im starting to believe they dont answer the phone on purpose. They never send notifications, the phone goes to voicemail and I never receive a call back. They took me to court for unpaid tolls months ago. I have been trying to reach them to figure out who do I pay the fees to. The receptionist answered once VERY rude and told me to contact the lawyer that handles things. I did and that office was VERY rude and disgusting. Now my fees are most likely piling on. Im new to this and this is confusing. This is such a scam.

  Business Response

  Date: 12/07/2022

  Customers have 10 days to reach out to Pocahontas Parkway to let us know they went thru a toll with out paying.  The trips you were invoiced for happen thru a Ez-Pass only lane, no EZ-PAss was detected in the vehicle.  When we didn't hear from you the 1st notice was sent giving  you 30 days to pay. After no payment received for the 1st notice, a 2nd notice was generated and sent giving you an additional 30 days to pay.  After non payment for the 2nd notice it it sent to our collection agency, ************************************* they will reach you to for  several months to pay. If no payment is received with ***, then it will be turned over to the ***************************** they also try to collect prior to being assigned a court date.  Once it goes to court you would need to reach out to the court to see if it still there, if not the court can give you the number of the office where it would be. When a customer calls in and all account reps are assisting other customers a voicemail will pick up so you can leave us a message and we will return your call. 

  Customer Answer

  Date: 12/07/2022

  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 have been calling the courts and they refer me to Pochohontas Parkway. I have left so many messages with Pocohontas Parkway or I receive the voicemail and never receive a call. Lastly, I haven't received a notice from them since 2020. My address is updated so it's no reason why I shouldn't be receiving notifications. I can't get a resolution at all with this. 
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  Pochontas Parkway sent me a violation notice #******** that shows a violation on 9/27/2022 at 7:01 am ORT East Lane 5. My EZPass was successfully charged the appropriate toll at 4:45 am on the Westbound trip. I filed a dispute and was told they cannot proceed with a dispute due to the fact that ************* EZPass does not track when vehicles are added to the account. I provided Pocahontas Parkway with my September statement that shows successful tolling for my vehicle all month long. (We ***** the Parkway several times a day for swim and gymnastics). A fault with their tolling equipment is not a violation on my part.

• Initial Complaint

  Date:10/18/2022

  Type:Delivery 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.

  Received a bill from Pocahontas parkway last month for ***** missed toll using my RETIRED ** license plate. Called them to tell them the plate had been retired. They said I had to prove it ( which I cant ncdmv doesnt do that) so I paid the ***** even though Ive never used that parkway - or even gone to ******** for that matter. Now this month I received yet another bill for ***** for a separate toll violation which did not occur. Seems to me that since I sent them money I didnt owe the first time they are just going to keep on doing this. Its fraudulent. The threat is theyll increase fines. Of course thats very threatening. Im not paying it this time around, but this is ridiculous. Any suggestions? Apparently Im not the only person this is happening to.

  Customer Answer

  Date: 11/14/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Pocahontas Parkway Operations LLC regarding complaint ID ********.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/05/2022

  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 would like to file a complaint against Pocahontas Parkway/Interstate 895 I received a letter from a law office for a toll violation supposedly at 12am in the morning never received the bill for the toll company but from the lawyers I paid $100 administrative fee and $4.85 for the toll. Now I receive another toll bill same toll company at the same time 12am for $100 administrative fee and &**** for the toll I once again never received anything for the toll company Pocahontas Parkway. I never ran a toll and they toll company told me they are supposed to give you a card where you can pay the fee I paid it the first time because I dont live in that area now its the same toll. The lawyers office was very *********************************** & ****** when I asked for a copy of the documents. And no return call from Pocahontas Parkway yet. This is a scam and no one is helping me at all.

  Business Response

  Date: 10/06/2022

  After reviewing your account  you have a total of 2 violations thru an EZ-Pass only lane.  They are on 2 different days and time. 1 has been paid. Pocahontas Parkway offers a *************************************************************************** 10 days of the incident.  Pocahontas Parkway sends out 2 notices for each  violation a First notice which gives you 30 days to pay from the invoiced date. If unpaid it go to the 2nd/Final notice which also gives you 30 days to pay. Then it will go to our ****************** *** ( ********************************* they try to collect.  If unsuccessful it will be sent to attorney office for collections/ court.