Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I live in ******** and have never had a personnel vehicle in ******, nor have I been in ****** for probably 15+ years for work. This auto mail I receive with dual names on it, I can only assume as a scam attempt. I would like these notifications to stop and by reviewing online it would appear many people receive this same type of letters that have not been in that state at all or when stated.

  Business response

  01/20/2023

  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.  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

  01/27/2023

   
  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

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My son had a bill with express toll he was unaware as he was incarcerated. The actual bill is ****** but with fees ******. I am ****'s mother and Power of attorney. I sent them the *** paperwork so I could make payments and get the HOLD lifted so I could register his car. I am making the payments on his behalf for months now. I noticed they combined our names, this cannot be legal. The bill comes in a combination of both of our first names and my last name, not even a legal name. Just because I'm *** doesn't make the bill mine only allows me to handle his affairs. I need help. Thank you

  Business response

  12/22/2022

  Thank you for reaching out to us,

  Typically we can only make payment plans with the person whose name is on the registration. In this case, customer provided us with documentation that allowed us to set it up with her. We added *****'s name since we were setting it up with her at the time due to the power of attorney.  Moving forward we have removed *****'s name and added ***** name back as the only name on the balance.  The original tolls started used around June 2020 and continued usage through August 2021.  As they continued going unpaid fees are assessed each month depending on tolls used each time.  We will send bills to address on file with motor- vehicle.  If the registered owner has moved they should update this information within 30 days of having moved to ensure delivery of bills.  Our system generated a billll each month since it first started being used.  Each time with new tolls and unpaid balances.  We always encourage the Expresstoll account to save and pay in the future.  Once the balance is paid off customer can set up an ********************** account as they continue to use the road.   ***** can reach out to us should she have further questions.  Thank you. 

• Initial Complaint

  11/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received 2 toll fee statements during 2 different periods while my auto was stolen. The total charges on each of them are small, $15.25 and $13.82. I contacted Express Toll ***** to dispute them. Express Toll wanted police reports for disputing. Because the fee for the police reports is $7.50 per 15 minutes. So, the cost to obtain a police report for each auto stolen period can be more than $15 each. To avoid that cost, I obtained a certification letter from my auto insurance without charge. However, Express Toll ***** did not accept the letter from my auto insurance in place of the police reports. They also told me not to worry about late fee but they still add additional fee of $5.00 to my bill. Up to now my car is still not found. It is a total loss I think it is unreasonable to obtain police reports at higher cost to dispute the toll fee.

  Business response

  12/09/2022

  Thank you for reaching out to us,

  
  We apologize for the experience.  We do require the complete police report to remove transactions when a vehicle is reported stolen and the toll road is used during the time.  We did reject the original insurance paperwork due to a couple of factors.  It did not indicate either a vin # or plate # for the vehicle in question.  The address was also different than stated in our system and the report from the insurance.   The vehicle was also recovered on 9/23/2022 so the transactions from 10/14 will be valid.  We will gladly refund back the amount paid in tolls previous to the recovery date and late fee.  Customer should expect to see a refund of $20.25 in about 30 business days.  Should the customer have additional questions they can reach out to us.  address registered with us and motor vehicle.  We have reviewed it and will dismiss the transactions for 9/15 & 9/16.  Thank you. 

• Initial Complaint

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for a toll on a road that I am not sure I have ever driven on. Then when I attempted to pay the toll, the website refused to setup my account and failed. When I called to resolve this, I could not reach an associate. The bill has now collected late charges. When I attempted to pay the bill over the phone, the robo-service looped over and over again, seeking confirmation for my zip code. I am at my wit's end with this harassment. I just want to get this resolved and be left alone but ExpressToll/***** Public Highway Authority refuse to do anything. How is this legal??!

  Business response

  12/09/2022

  Thank you for reaching out to us,

  We apologize for the experience.  We can have a supervisor reach out to the customer on Monday to get this paid and or to open an Expresstoll account to save on future tolls.  We did go ahead and waive the $5 late fee that was assessed.  It appears the first bill went out to address in MO.  We did get an updated address from the postal service and the second bill went out to customers current address in ********.  We are open Monday to Friday 8am to 5 pm.   Monday we do experience higher call volume and also experience higher volume after the thanksgiving holiday.  Once again, we do apologize for the negative experience you had trying to reach us.    Thank you.  

  Customer response

  12/19/2022

   
  Complaint: 18458419
  
  I am rejecting this response on the grounds of predatory practice to bill & collect from unknowing, out-of-town citizens that do not know to avoid the highway at all costs. I request that the entire bill be removed--initial charge and late fees. This experience has been traumatic enough. Please let me go about my life in peace.
  
  Sincerely,
  
  ***************************

  Business response

  01/20/2023

  Thank you for reaching out to us,

  Customers are automatically a License Plate Toll customer on ***** if you are not an ********************** 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.  ***** is one of the first **** tolling authorities to transition to an all-electronic tolling system. This sophisticated camera technology system reads sticker tags and license plates on vehicles driving at highway speeds. After looking at the transactions we do see that you did loop around exiting at 6th parkway, possibly getting on ***** in error.  We will waive the tolls as a one time courtesy.  We recommend you plan ahead and visit our website for maps and location to all the existing tolls and express lanes in ********.  I have attached pictures of our signage as well.  Please reach out to our service center if you have any more questions.

  Thank you.  Please visit us at our website below.

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

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a reoccurring issue where I keep getting billed for services I have already paid for months prior to getting any updated statements. On 9/07 of this year, I paid $107 of balances to Express Toll, after 7 calls to them to get my statement corrected as they continued to bill my already paid balances to me. Now I am getting lawyer notices stating that I owe $235.20 because they still have not marked my last payment as paid, and they tacked on late fees to this balance. I have called numerous times this year to Express Toll because they keep billing me balances for accounts I already paid. Since my last payment on 9/07/2022, I have not utilized Express Toll since then. I no longer even have that vehicle or same license plate. They continue to still send my multiple statements. I called today, and waited over 1 hour on hold when their system advised the wait would only be 1 minute. I am tired of getting these notices when I already paid all my balances and settled my account. I am being penalized because they fail to actually correct their file when I pay my balances. This is been an ongoing issue for years with them. I do not owe anymore money as I have paid all my balances as of 09/07/2022 and I have the screen shot of my bank statement showing it was paid to Express Toll. I get told everything will be fixed, to have the same issue repeated a month later. Calling them does not resolve my issue because they cannot get their stuff right. I do not owe any other balances to them as I have paid all expenses from license plate CNE-K27. I want them to stop sending the same statements over and over and get me out of a collections status.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ExpressToll has been sending "highway toll" bills to my father. They claim he owes 54.30$ and it is due at the end of this month (october22). However this company is based in ******** and we live in ******* *******. We have not driven in ******** since 2011. They use bright pink letters in order to seem more intense. I'm sure this tactic should have worked on multiple seniors. This is a bogus company in my opinion, just sending out random urgent looking bills to victims.

  Business response

  11/18/2022

  Thank you for reaching out to us,

  A supervisor reached out to customer to get more information lo locate her father's bill.   From a recent search it appears the plate might have been obstructed and misidentified during processing causing a bill to go to the customer.  This can happen depending on weather, glare or time of day.  We have fixed this error and billed the transaction to the appropriate customer.  Supervisor ******* did make contact with customer, but she was busy at the time and requested a call back on Monday.   We will reach out again on Monday to confirm the information on her father's bill.  Thank you. 

   

   

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ExpressToll of ******** miscalculated my bill. Instead of crediting my account with my payment of $*****, they added it to my balance of $*****, and have been attempting to collect $***** from me for months (***** + ***** = *****). They have failed to respond to emails regarding the matter and continue to send me bills and threaten penalties. Additionally, there is no toll usage on these statements, and it is unclear what the owed $***** is being charge for.

  Business response

  11/14/2022

  Thank you for reaching out to us,

  It appears there is some confusion about some recent billing outside of the Expresstoll account.  Per notes on customers Expresstoll account, he made contact with us in early January 2022 that the vehicle on his account at the time a 2016 Jeep with plate NSM9300 ** was his ex-wife vehicle.  The agent removed the vehicle from his Expresstoll account.  Shortly after removal the vehicle used The toll lanes in ********, thus causing a bill.  It appears when we got the information from motor-vehicle the vehicle was still listen in customers name thus causing him to get a bill.  Since the vehicle was removed from his Express account the transactions were no longer linked or deducted from the credit balance customer had with us. The transactions continued to age in the license plate toll billing.  We apologize the confusion in regards to the Expresstoll Account.  The customer actually has a credit with us totaling $93.60 which is separate from the license plate toll bill that has an outstanding balance due of $104.85, in which we can waive all the fees and settle on just the tolls of $54.85.  The tolls didnt deduct or connect to customers Expresstoll account because it was removed back in early January.  If the vehicle is his ex-wifes we can rebill her for the transactions as long as we get proper documentation to show she is the registered owner.  A supervisor will reach out to the customer to figure out the best outcome for this.  We can gladly refund any credit left back to customer if he will no longer be using the road or acct here in ********.  Thank you. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a bill for 5 toll charges with the wrong license # on a date I wasn't even in ******** or traveling on *****.

  Business response

  10/25/2022

  Thank you for reaching out to us,

  Upon review of the transactions they do appear to match the plate # ***WYW and vehicle description for a ****** Sentra.  In 2009 ***** became the first toll road in the country to achieve All-Electronic Tolling. This allows our customers non-stop travel from one end of the 47-mile tollway to the other. If you are not an ExpressToll customer, the system will automatically create a License Plate Toll account when you drive on ***** or CDOT's Express Lanes. Cameras photograph the front and rear license plates and a statement is sent to the vehicle owner's address on file with the ******** of ***** Vehicles, regardless of who is driving.  The toll charges depend on how much of the toll road is used or traveled.  In this case on 9/2/2022 around 3:30 pm the vehicle entered  at E-470s southernmost point at the I-25/C-470 interchange in ******* County and ended at the ***** I-25/Northwest Parkway interchange.  The vehicle did pass all 5 main tolling stations heading Northbound.  It is possible to bypass them every 5 minutes as in the customers case.  I have attached link of virtual tour of **** https://youtu.be/SqDxdBo6Jak. I have also attached picture of vehicle plate ***WYW (NM).   Customer can find more information and map of ***** at https://www.*****.com/toll-rates/calculator/.  We always encourage customers to open Expresstoll accounts to save.  Customer can log on to our website to pay by the due date or call our service center for any additional questions they may have.  If the vehicle in question is not the customers or has been sold, customer can send in valid documentation for review.  In his case a letter from motor-vehicle indicating the plate did not belong to him at time of usage and or if it has been sold a notarized bill of sale with buyer complete information.

  Customer response

  10/30/2022

   
  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. It turns out my daughter did take that route in this car on this date.  I'm sorry for my confusion.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife received a letter in the mail claiming her vehicle (a red ****** Sienna mini-van) had driven through a toll booth without paying. We were forced to pay a $4.25 fee or be penalized with a much higher fee. Neither my wife nor myself nor our vehicle has ever been to ****** or any of it's surrounding area, and definitely not the ***** tollway. No photographic evidence was provided. At the time of the supposed infraction, our entire family was attending a funeral in ***********, **.License Plate Toll Statement #: ********** At the time of the supposed infraction, our address was **************************************************. We have since moved.

  Business response

  10/25/2022

  Thank you for reaching out to us,

  We apologize for the experience.  After further review of the transaction, it appears one of the letters was misidentified during processing due to obstruction of one of the letters.  This can sometimes happen due to weather, glare or time of day.   The transaction has been applied to the appropriate customer account.  We have also placed this plate number in our sensitive plate Q so that this does not happen again. It will go thru an extensive review should it come through again.  As a last measurement license plate toll transactions go through a final review before continuing the aging process.  We have refunded the payment back to the customer card it was paid from.  They should receive it in about 7 business days.  Once again, we apologize for this error.  Customers can always reach out to our service center for additional questions and or any review of images.  Currently our website doesn't allow for image review of license plate toll transaction's, but we are hoping in a future enhancement we can make that possible.  Thank you.  

  Customer response

  10/28/2022

   
  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

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On August of 2020 I paid my tolls in full and set up an account to have the newer tolls taken out of my account. This was not done due to an error in their system. ************ badge # *** told me about the error on Aug 16th 2022. ***** also sent me a breakdown of the charges. We were able to determine that the account was never created. They are now charging me about $600.00 in fees due to their error. I called and explained the situation to ******** badge # ** but they were unwilling to correct the issue even after going over this with them multiple times. Asked for a supervisor and ******** told me that I have to leave a voicemail because her supervisor ****** does not have a phone to transfer to. They said they are only allowed to refund so much. I should not be charged for an error that their system created. Im just looking to get back the late fees they charged me and nothing more.

  Business response

  09/21/2022

  Thank you for reaching out to us

  We did have contact with ************ back in Nov 2020.  At that time customer was offered a settlement and we waived $180 in additional fees.  Customer paid the settlement in full, totaling $339.10.  We dont show a record of an account being created at that time.  When there is no account for a customer our system will send out ********************** bills of transactions  used.  The system started sending those each month as of 11/21/2020 through Sept 2022.  As tolls continue to go unpaid they accrue additional fines and fees.  Customer did call back on Sept 6, 2022 and was offered another settlement to waive $250 of the fees.  Customer did make payment in full of $943.00.  Customer did not open an account at this time.  Should he wish we do encourage to save on tolls and customer can set up for automatic payments as well and or ability to manage the account at any time via our website Expresstoll.com. Customer can also reach back out for further questions.  Thank you. 

   

  ******

  Customer response

  09/22/2022

   
  Complaint: 17925444
  
  I am rejecting this response because: They are missing the point that when I initially paid my bill off in 2020, I tried to setup an account and the system said I had an account created, which was not correct. Due to this misinformation, which was verified by their employee, I was accruing funds instead of it being taken out of my account. ***** should have sent me an invoice for what they were charging me and not a bill. When I called in because ***** put a hold on my registration, their employee informed me that the ***** account system has a bug where it tells you that an account is created but it does not take the funds out of the account like it is supposed to. This is what caused me to accrue fess with ***** and now they think its ok to charge people for their mistakes. Due to ***** having this issue and even the employee stating this was a problem it should be a non-issue. It is *****'s system that caused this, and they should be held accountable and not just pass the cost off to the customer. I am just trying to get the fees back not any kind of funds that were owed for the services. I will take this as far I need, to either make an example of e-470 or until I get the fees back that was accrued due to non-payment by their system. I would also like to recommend that they get this "bug" fixed because this will only get worse as more people will become victims of this scam.
  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. ↩