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          Business Profile

          Toll Booth

          E470 Public Highway Authority

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Toll Booth.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:

          BBB files indicate that this business has a pattern of complaints concerning billing/collection issues, and advertising issues. Regarding billing/collection issues, consumers allege that the business does not notify the consumer about the initial toll bill, and that the business does not verify the consumer’s information prior to sending the bill. This issue leads to a delayed delivery of the initial bill. Additionally, consumers allege that the business sends toll bills to consumers that have not used their toll services. Consumers also allege that late fees are applied, although the consumer was not notified of the toll bill. Lastly, consumers allege that the business provides a misrepresentation of the charges/fees for their services.

          On November 19, 2019, BBB submitted a written request to the company encouraging them to address the pattern of complaints. On December 13, 2019, E470 Public Highway Authority responded to BBB, and provided the following statements to address the pattern of customer complaint:

           

          • “We will send the statement to the consumers mailing address per DMV records.If we do get an updated address from the NCOA (national change of address, postal service) we will update it as a courtesy and send any future paid or unpaid bills to address on file with us.Please note we will not resend a previous bill twice.Each time we get a new transaction we reach out to DMV for their information on file.It is all going to depend on when the consumer updated their information if they have moved.In most cases it comes to renewal time of their plates that the consumer updates this.”

             

          • “We hold our Quality standards to a 99.9% accuracy rate so there is a very small % error rate on these images processed.The transactions as well go through 2 manual reviews before the bill is mailed out to the consumer in order to decrease the chances of the bill being mailed out incorrectly.”

             

             

          • “When we send the bill to the third-party collector, this is the 4th month of their billing cycle in which their balance has gone unpaid.We will continue to mail out the bills to the address on file with DMV.We also disclose in the 3rd billing cycle that if balance remains unpaid it will be charged a $20 collection charge.”

           

          • “We meet Federal and State guidelines as far as signage on the road.All entrance points indicate it is a toll road and rates are displayed upon entrance and or before passing through a mainline plaza.Consumers can also see our toll rates and full map of our road on our website https://www.expresstoll.com.”

           

          BBB will monitor this company’s efforts. This aspect of the Business Profile will be updated once additional information becomes available.

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            06/29/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Resolved
            On or around 4/18/2023 I received mailed correspondence from ExpressToll in reference to owing a fee for using a toll road in ******** (Statement ***********.) I'm filing this complaint because personally I was not in ******** at the stated time. My son (********************), and his fianc were and had been driving the vehicle legally registered in my name. The fact that ExpressToll tickets/charges the vehicle is CROOKED as indicated in numerous negative reviews! I'm asking that the BBB attempt to resolve this matter in an expeditious manner.

            Business response

            07/13/2023

            Thank you for reaching out to us,

            All vehicles going through are  automatically a License Plate Toll customer on ***** if they are not registered as an ExpressToll customer. Customers drive non-stop through all tolling points and are billed later. When you drive through a tolling point, cameras will photograph your license plate, and a statement will be sent in the mail to the ****registered owner of the vehicle.  ******** Revised Statute 43-4-506 allows us to bill License Plate Toll customers transactions to the registered owner of the vehicle versus the driver.  Unfortunately, we have no way of knowing who drives each vehicle.  The transactions occurred in early April 2022 and we billed the registered owner to registered address at the time of *******************************************************  There were eight consecutive bills sent afterwards. We did get an unpdated address in August of 2022 and were sent to the address on file with this claim. Per notes, customer did reach out to us back in September of 2022, we did explain the process and he indicated that he would pay online but payment was never made.  At that time if was tolls of $8.80 plus $25 in fees, thus totaling $33.80.  Since the transactions have aged there are additional fees assessed.  Total balance now due is $78.80.  We still can as a one time courtesy to the customer reduce the balance down to $13.80, as it appears customer might have been confused with our billing process.  Customer can reach out to our service center and request a supervisor to waive the fees and take payment.  Customer should try and take care of this by August 13,2023.   

             

            Thank you

            ******

            Customer response

            07/24/2023

             
            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. For the record payment in the amount of $13.80 was made today, July 24, 2023, therefore closing out this dispute.


            Sincerely,

            *****************

          • Initial Complaint

            05/15/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I had an account set up with **** so I was being automatically charged for tolls when they occurred. At some point, without notice, **** stop charging me. I have no received a bill for $568 that has to be paid. The original amount of JUST the tolls is $178. I am being charged $400 in FEES! How is this not predatory and illegal? I have called and spoken to a few very nice people who say it is out of their hands and there is nothing that can be done. How is this possible? How can this business continue to operate in this predatory way? The worst part? I have been through this before and that is why I set it up so my active/current tolls were being paid for! I drove on your road, that's it!

            Business response

            05/23/2023

            Thank you for reaching out to us,

            Customer did make contact with us May 15, 2023, in which the communication was handled by a supervisor.  It appears there was some confusion between a License Plate Toll Managed acct the customer had which requires the customer to maintain all vehicles current in order to bill together.  It appears the plate in question that was billed separately was not listed on the customer's ********************** Managed Account, so it was billed through our regular license plate toll process where we gather the information from state motor vehicle.  Upon looking at the mailing address it appeared that the Unit # to the complex was missing, which might have caused the original invoices to undelivered.  The supervisor was able to waive $365 in fees and the customer agreed to pay $ ****** which included tolls and a $20 fee.   Customer understands the ********************************************* Managed Account needs to be updated by the customer in order to bill any and all tolls for the vehicles listed. Customer can reach back out to the supervisor should they have additional questions.  Thank you.

            ******

             

          • Initial Complaint

            05/04/2023

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            $173.73 paid 5/2/2023 on a bill that was billed out in 2012. It was sent to the incorrect address . Never did I recover the original bill with was ***** and some chance that then added up to ****** over time . For late charges and whatever else . I had paid a large bill back in 2018 where the same issue happened . They did not mention this other bill at the time and I updated all information along with address .

          • Initial Complaint

            04/10/2023

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            I keep receiving bills from this company, but I never incurred a charge. I was never even near the location. We live in *********, and never drove in ********. We just want them to quit sending these bogus bills.

            Business response

            04/21/2023

            Thank you for reaching out to us

            We apologize for the experience and for sending out the bill in error.  After further review of the transaction the plate in question was misidentified.   During the image processing review, the quality of the image can be affected by weather, glare or time of day .  To ensure this does not happen in the future, we have put the plate number in a special image review queue to look at image information again before the bill goes out through our normal process.   in any event the customer does not make contact with us, a final quality check is done to prevent further aging and processing of the transaction.    Customer can reach back out to us if there are additional question.  Thank you.

            Customer response

            04/25/2023

             
            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

            Sincerely,

            *********************

          • Initial Complaint

            03/16/2023

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            About 6 years ago I received a bill from **** for a $3 charge. I had accidentally taken the toll, the amount doubled then tripled. I paid $23 a few months after receiving the bill. Then more bills came, I called their customer service explained I paid the bill and was assured I would not receive anymore notices. Theyve kept coming. Since then I have taken the toll and I want to pay the amount I owe. They are now telling me I owe $2000 which is absolutely not correct. They have now blocked my registration and I can not purchase a new car unless I have this resolved. I want to have a principal amount sent to me so I am able to pay the correct amount.

          • Initial Complaint

            02/28/2023

            Complaint Type:
            Order Issues
            Status:
            Resolved
            I traded in a boat trailer to a Dealer in ******** *****. I signed over the title of the boat trailer to the dealer on 3/29/2022 and the possession of the boat trailer was no longer mine and was in the possession of the boat dealer until they sold the boat trailer to a new owner in June of 2022. I have received multiple bills from ****** Public Highway Authority for tolls incurred in June 2022 and months afterward. I have sent multiple emails to ***** Public Highway Authority customer service as well as a certified letter all with proof I have not owned this boat trailer or had possession of it since March 29,2022 and I have never been to ******** or driven on a ******** tollway. In my communications to ***** Public Highway Authority I have also included the photo they sent me of the vehicle towing the boat trailer on the tollway and this is the person who incurred the tolls. In the ************** once I sign over the title of a vehicle it is up to the new owner to go get the title transferred in their name and it is beyond my control to change the title of the boat trailer. I am living on Social Security and cannot pay for things that are not my responsibility, I cannot pay for things that I did not do or create. These tolls should be paid by the person towing the boat trailer and my name should be removed from ***** Public Highway Authority accounts and billing and stop billing me and harassing me with the law firm of Linebarger, Groggan, **************** LLP. Please do not share my phone number with ***** Public Highway Authority OR Linebarger, Groggan, **************** LLP.

            Customer response

            03/08/2023

            My case ID ******** with ******************** has been resolved through email they sent me. The case can be closed.

            Thank you,
            *************************

          • Initial Complaint

            02/28/2023

            Complaint Type:
            Order Issues
            Status:
            Resolved
            This company is invoicing for tolls in CO. I have never been in this state and the license plate is not one of mine. ( L5307 ** } ************ # ********** for $41.95.

            Business response

            03/14/2023

            Thank you for reaching out to us,

            It appears customer also reached out to us via email earlier this month disputing the transactions.  It appears customer has a **** truck with **************************** (WI).   After further review and research of the images, it appears it is the same plate L5307 (WI) but instead it is an RV.  There are certain states that will issue the same plate number but will have a difference in the vehicle type thus requiring us to submit a special coding in order to obtain the correct registered owners' information.  We have removed these from the current customer and re-billed to the correct registered owner.  We have also placed the plate in our sensitive Queue so that it can be flagged and relooked at should the images come through again before rebilling.  We do apologize for the confusion and negative experience this has caused *************  A supervisor will reach out to customer to clarify as well and let know they have been removed out of his name.  Customer can also call us back and reach out to supervisor *************** 

             

            Thank you. 

            Customer response

            03/17/2023

             
            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

            Sincerely,

            **************************

          • Initial Complaint

            02/09/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            I was sent a bill from TxTag reference account # ********** in refence to a bill from 02/09/2023 for $9.14 . The statment did not have a vehicle or licenses plate number on the bill. After speaking with TxTag this morning , II was given a licenses plate number of CDP-088 , which do not match either of my two vehicles. They have now sent it over for collections $28.25 ********** ********************************* **********************************************************************************. I informed them that the licenses plate is not mine and I will not pay the bill for the amount of $ 28.

            Business response

            02/21/2023

            Thank you for reaching out to us,

            We apologize for the confusion.  It appears there at two separate bills sent to you.  One from us here at Expresstoll in ******** and the other one referenced in this claim is from ***** or TXtag, which we have no affiliation with.  Their phone number and or information is available at their website Txtag.org or phone number **************, which we encourage you to call to resolve the other refrence #. Upon researching the one sent from us, it appears the plate was misidentified on the license plate toll bill.   During the image processing review, the quality of the image can be affected by weather, glare or time of day.  To ensure this does not happen in the future, we have put the plate number in a special image review queue to look at image information again before the bill goes out through our normal process.  As a secondary and final quality check all images are reviewed after the 3rd billing cycle and before any additional fees are assessed to ensure the accuracy of the transaction, in any event the customer does not make contact with us.    Customer can reach back out to us if there are additional question.  Thank you.

             

            ******

            Customer response

            03/04/2023

             
            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

            Sincerely,

            ***************************

          • Initial Complaint

            02/04/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I keep getting letters stating that I was in ******, ** passing through one of their tolls and owe them money. I haven't traveled outside of ************ for almost a whole year now and keep trying to reach out to them asking why they claim I owe money. Instead of getting a response they send me a past due statement adding an additional $5 on the supposed $13.45 owed. It makes me strongly believe that they're attempting to scam me out of money. They did this to me last year also and I paid the amount they claimed I owed and now they're doing it to me again.

            Business response

            02/21/2023

            Thank you for reaching out to us,

            After further research it appears the digits on the customer ********************** # were correct.  Through our license plate toll process, a picture is taken of the plate and the information is submitted to each state department of motor vehicle.  In this case they came back with the customer being registered as the owner.  Some states issue the same # of plate to multiple customers but what might differentiate them is the type of vehicle it might be or the county.  In this case it appears the numbers were correct but upon looking further the plate seems to be a vanity plate.  We have dismissed the transactions and the license plate toll statement.  We have also put the plate in our sensitive plate queue as a preventative measure to avoid this error from happening again.  We apologize for the confusion this has caused ******************.  Customer can reach out to us for any further questions or concerns.   Thank you.  

            ******

          • Initial Complaint

            01/26/2023

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            I was contacted by ************************************ &Sampson, LLP collection agency for $11.25 past due along with a $20 charge for late payment. Date on this notice was 12/12/2022, reference number *********. Approximately one month prior to this I received a notice from RTD about this overdue payment. I contacted ExpressToll by phone and the agent I spoke with looked up my account and said I currently had about $55 surplus in my account and to just ignore the notice as it was in error. In addition, I currently have an active credit card on file with RTD for any billing that is required in order to keep a positive balance within my account. In addition, I have download statements from ExpressTool that showed I had a positive balance in excess of this amount since August 14, 2022.Furthermore, I also filed a complaint with the Attorney General ******** ********** of *** who have not replied to any inquires I have made about the issue. I have also contacted the ************************************ &Sampson, LLP collection agency two time via regular mail regarding the issue. I have gone ahead and paid them the $***** with a personal check so that a lean is placed upon my house. Today January 25, 2023 I received yet another billing from ****** EpressTool for the same *****. Needless to say, I am infuriated beyond belief by this issue.I am asking that ****** ExprssToll resolve this issue ASAP! I also request that ****** ExpressTool give me a written apology and a detailed explanation of how this error on their part occurred. I also request $250 for the approximately 24 hours of my personal time I put into this so far.

            Business response

            02/10/2023

            Thank you for reaching out to us,

            We apologize for the confusion.  After research it appears the customer did not have the ***** listed on their Expresstoll account, thus causing a License plate toll bill.  A supervisor reached out to customer and explained that a vehicle must be listed on the account to get the toll deducted from the Expresstoll account at the discounted rate.  Supervisor addd the plate and waived all the fees.  Customer did send in payment for $31.25, for the license plate toll bill, in which we will be refunding back to the customer.  Customer also had an overage on his ********************** account of ****** in which we refunded back ***** to leave only the minimum required amount of $35.00 on his Expresstoll account.  We also currently do not have any affiliation with RTD.  Customer can reach out to Supervisor should he have further questions.  Thank you.

             

            ******

            Customer response

            02/15/2023

             
            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

            Sincerely,

            *******************

          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. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 33

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          22470 E 6th Pkwy Ste 100

          Aurora, CO 80018-2425

          Visit Website
          (303) 537-3470

          Customer Complaints Summary

          95 total complaints in the last 3 years.

          30 complaints closed in the last 12 months.

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