Complaints

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,My name is *****************************. I am sending you this tip about ********** fees and the way the company is scamming consumers.I contacted ***** 08/29/2022 to get an accounting for my vehicle as there was a vehicle registration hold placed on it.I disputed the information and asked for validity of the debt as some of the dates on my notice show dates my vehicle was down for maintenance and was not running due to repairs. I asked for pictures of my plate. The company declined sending them for the notice but did have one clear picture of my vehicle. The email notated that charges are correct. In 2020 I was forced to enter in to a payment plan with ***** but due to COVID the payment plan was defaulted as I had lost my job and contacted ***** to see if I could get a forebearance until I received unemployment which the company declined. Prior to the default I had made a number of payments on my account. I asked why these payments are not reflecting on the bill and the company will not answer. I also see all these penalties on my account and the account is not even registered to my townhome but my neighbors. Upon reviewing the statement I went over the charges and noticed that there are entries that look like they have been edited and information was added onto the bill the very last toll clearly indicates that the bill was altered as whoever typed the document and edited it forgot add numbers to the **** ID and only a 0 that clearly shows its altered is added to that field. The number 8 in the final notice ID shows that its been altered as the font dont match the other fonts. The entire these are just a few examples. These items I speak about are on page 20. But the entire bills shows that the bill has been edited. I do not owe ***** what they are claiming. I have asked my options to dispute and the only thing I am being told is that I have to pay the bill. If you could please help me I dont know how many other people are being scammed by this company.

  Business response

  09/13/2022

  Thank you for reaching out to us.  
  We have had multiple contacts and have worked with customer through -out the years.  Customer currently has a balance of $1892.60 with toll usage from 3/9/2018 through 1/15/2022. We first spoke with her regarding this balance on 9/19/2018, at this time we also sent a report to her showing what her current total balance was, and what her options were as well. We advised her that she could set up a payment plan for this balance on 9/19/2018. She called us back on 9/23/2019 and started process of a 12-month payment plan agreement with us to take care of this balance, but never made the initial payment to generate it.  On 1/23/2020 she and called us and emailed us asking how she could release the hold, and she also wanted a revised, updated report for her balance and current options available to her at the time.  She advised us she would call back .On 2/11/2020 she spoke with a supervisor, and another 12-month payment plan was initiated, however no payment was made at this time to generate or start the payment plan. On 7/22/2020 she again generated a new 12-month agreement and made her first payment. This released her vehicles from registration hold, and she was free to renew her vehicles. She made 5 payments for a total of $1084.55, before the payment plan defaulted on 1/3/2021. On 8/29/2022 we received an email request asking for a new updated report, showing what her current total balance was. We emailed her the report for her to review, we also attempted to call her to offer a settlement on her balance but there was no answer at that time. She is now currently working with a manager and said she would come into our offices this week to look at the images to verify and reach a settlement.  All of our statements and citations are system generated by default as they age due to non-payment.  Our reports are also system generated to ensure there is no error. Customer can also reach out to ****** for further questions or concerns. 

• Initial Complaint

  08/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July, I received a statement from Public Highway Authority in the amount of $13.80. The due date is "08/13/2022". The statement reads, "If payment is received after the due date, you may be charged a $5 late charge."With school starting, my family got Covid, I spaced the bill and paid it one week late. We received no warning letter or reminders. They sent the one bill, that's it. Fine, it's my fault it spaced my mind. But they didn't charge me a $5 late fee - They charged me almost double that - $9.60. They didn't send me any warning or attempt to collect before charging me almost as much in late fees as the bill, itself.

  Business response

  09/09/2022

  Thank you for reaching out to us and we apologize for the confusion.  

  The second bill that was sent showed the past due balance of 3 tolls that were billed in the first statement for the following transactions totaling *****

  Toll Transaction 06/17/2022 08:43:10 PM 06/28/2022 ********************** $4.60
  Toll Transaction 06/25/2022 09:54:01 AM 06/30/2022 ********************** $4.60
  Toll Transaction 06/25/2022 10:00:34 AM 06/30/2022 ********************** $4.60

  The second bill reflected the past due balance of ***** plus a toll that was on the same date used but came through later in our image processing and was not able to be billed with the first bill cycle.  It was for transaction below, plus a $5 late fee for the transactions on the top that were not paid by the due date.  

  Toll Transaction 06/17/2022 08:50:19 PM 08/09/2022 ********************** $4.60

  I have attached both bills.  It appears the payment was paid in full via the web.  We will definitely waive the $5 late fee as a courtesy and send you a refund.  this takes about 6 weeks.  We always encourage our travelers to open an account to save and offer multiple ways to pay and mange the account to avoid fees.  Customer can reach out to us if additional questions.  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received this bill in the mail. The license number is correct. This car has never been in ********. The bill is a total fake. We have witnesses that we and the car were in *********. It appears this scam has been going on for years. Can't ******** do something about it?Thank you

  Business response

  09/09/2022

  Thank you for reaching out to us,

  We apologize for sending out the bill in error and negative experience this has cause the customer.  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

  09/15/2022

   
  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

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ************. ********** / ********************** /License Plate # CLK763 MT/ which is an incomplete non existing plate # to any of my plates or any ******* plates/ dated 05/20/2022/ i have never been to ******** for many Years/ location E470Plaza E North/ $4.60 charge plus $5.00 late charge/ the **** only shows a ***********/ This is either a scam or a huge problem with the license # / Payment was to be made to ***** Public Highway Authority, ********************************************

  Business response

  08/10/2022

  Thank you for reaching out to us,

  We apologize for sending out the **** in error and negative experience this has cause the customer.  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 **** 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

  08/18/2022

   
  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

  07/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The toll company sent my bill to the wrong address, one my car has not been registered at for over 2 years. After my account was hit with late fees they suddenly managed to find an address that I still receive mail at. I want them to drop these late fees, since they are a result of the company sending their bills to an out of date address. I am perfectly happy to pay the toll, and if they had sent the original bill to the address my car is currently registered at I would have no issues with them.

  Business response

  08/17/2022

  Thank you for reaching out to us,

  The customer made contact with our service center earlier this month.  The original bills for usage in February this year were sent out to the address provided by state DMV.  After 3 ******** if the account remains unpaid it is forwarded to our collection agency.  They will use other means and resources to get the most updated mailing address for the customer.   Also if at any time during the billing process we receive an updated address from the postal service registry ( NCOA- National change of address) we will update automatically in our file and send any future bills to the new address.  The customer was still within a timeframe to open an Expresstoll account to get discounted tolls and all the fees waived.  Customer can reach back out to our customer service department if there are additional questions or concerns.  

  Thank you.

  Customer response

  08/24/2022

   
  Complaint: 17649002
  
  I am rejecting this response because:

   

  It is very fishy that the state DMV provided this company with the wrong address, since anytime I have received mail from the state DMV it came to my correct address. This company refused to waive any of the bogus fees, so I was forced to pay for THEIR mistakes in order to avoid getting sent to collections and having my credit dinged. This issue has not been resolved, I want a refund for the highway robbery that this sham company perpetuates.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They have assessed $80 in "fees" on $20 in "missed" tolls that I believe were erroneous--they assessed tolls four times in a 20 minute time span on two dates which are clearly erroneous. And now they are sending us to collections despite our attempts to contact them numerous times. This is literally highway robbery and I am NOT going to pay "fees" on disputed charges.

  Business response

  08/12/2022

  Thank you for reaching out to us.  

  ***** is a 47-mile nonstop, cashless, all-electronic toll highway that connects in the south to the I-25/C-470 interchange and connects in the north to the I-25 Interchange.  ***** has 5 mainline toll plazas and several tolled ramp interchanges
  connects in the north to the I-25/Northwest Parkway interchange.  Tolls collected through an ExpressToll account or License Plate toll bill are mailed to the registered owner of the vehicle.  Customer traveled close to 33 miles of the road.  Most likely getting on southern part of the road and exiting on i-76 or US -85.  Depending on speed of travel it is possible to register at each main toll station within 7 to 10 minutes apart. Customer has had recent usage as well as usage from 2020.  The usage that is outstanding is usage of *****  from tolls in Sept 2020 and November 2020.  We did bill customer the original tolls in November for September and then in January 2021 for November.  We  billed continuous bills each month reflecting additional late charges and fee.  We billed each month up until November 2021.  After the 3rd billing if it goes unpaid our collection agency will also use other means to track customer if they have moved and or do additional efforts to contact customer to get payment.  Customer did recently pay some transactions and fees from usage in June 2021, March 2022.  We will go ahead and apply $25 from his recent payment ( that was originally applied to the fees for transactions from June 2021) and apply those $25 to the toll transactions of $35.80 from Sep and Nov 2020.  We will waive all the $70 in fees as a one time courtesy.  The customer is still left owing $10.80 in tolls.  He can contact us and ask for supervisor ******* to take care of the balance.  She will also reach out to him next week.  Customer should also note he has a future bill coming for recent usage in June 2022.  We would encourage customer to open and ********************** account to save.  He can also visit us at our website Expresstoll.com to view our toll rates and locations for future travel. 
  We have attached the original bills.  Thank you.  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom received an email regarding license plate QML464, which is my plate. She called **** on Friday July 15th and was told that I had outstanding tolls for the last two years. She asked what address they had mailed bills to, and they have been mailing bills to an address that I haven't lived at in over 4 years! I called later in the day on Friday and was told that I could have copies of the toll photos as well as copies of the bills. I was also told that to remove the late fees, I had to send them copies of my registration for the bills in question. I called again on Monday the 18th and the same information was reiterated to me. My mom also called and was also told I could have copies of everything but I had to go to their office to pick it up since it was too big to email. I called and talked to *****, agent #** to let her know i would be there around 4 pm to pick up the documents. she said she would put a note in the file for me. When i showed up, EVERYONE was extremely rude! I never once yelled, only state the facts and they REFUSED to give me any documents! After a nightmarish 45 minutes, a supervisor finally said she would email me the statements by Tuesday afternoon, July 19th. I have yet to receive any statements. I am unable to confirm or deny that my car was on **** as I have no photo proof and no bills providing dates, time, toll booth location, amount owed, and billing address sent to. At this time a **** request is pending.They claim that bills were sent to the wrong address because I never updated my car with the **** Every time I moved, I updated the vehicle. and every year, I got a renewal card at the address i had provided. **** even ADMITTED that my most recent address update wasn't in their system until last week, when the vehicle was registered at the new address the week of May 15th!

  Business response

  08/16/2022

  Thank you for reaching out to us,

  We apologize for the delay.  We did have contact with the customer last month.  We did not have the address on file that DMV had at the time of billing the statements.  In rare cases this can happen if the customer moves and the timing of the update and timing of usage of tolls.  In her case we had an outdated address that customer gave us a couple years ago.  When this happens we will send out continuously to the address provided by customer.  Typically they are updated and found through other resources when they reach our collection agency.  In the cases where customer states that is not address at time of billing we will request registration at time of usage and will remove all additional fees.  This was the case for customer.  She did supply us with a registration and all the fees were waived and the address was updated.  Customer did come to our service center on July 18th to get look at all the images for the transactions and get copies of them.  Our printer was not working at the time.  The supervisor was able to email them to her next day and also mailed her paper copies of them as well.  Customer went through our automated system on July 26th to pay tolls only.  The fees were waived.  Thank you. 

  Customer response

  08/23/2022

   
  Complaint: 17596087
  
  I am rejecting this response because:  NOT ALL FEES WERE WAIVED!!  THEY TOOK $40 from a payment I made and USED IT FOR FEES!

   

  THEY LIE when they say that they don't have the address as they REITERATED THE ADDRESS TO ME EVERY TIME I CALLED!!

   

  RTHEY IGNORED A **** REQUEST FOR ALL DOCUMENTS AND STILL NEVER MAILED ME ALL DOCUMENTS!!!

   

  THEY ARE LIARS AND THIEVES AND HAVE BEEN REPORTED ACCORDIGLY TO CONSUMER BUREAUS!

  
  Sincerely,
  
  *************************

  Business response

  09/09/2022

  Thank you for reaching out to us,

  We did go back and research customer payment.  Customer did pay $43.70 in fees of which we are refunding back to her. This should take about 6 weeks.  Looking back at history this might have been due to timing of the fees being waived & customer making payment.  We did verify and confirm the address when the customer called us in July as it was the address we recently obtained through the collection agency.  All documents were mailed to that address customer provided as well as were emailed to customer back at the end of July.  It did go out through our inbox that takes care of agreements.  I have attached email which it went from.  Customer can reach back out to us for any further questions.  Thank you. 

  Customer response

  09/13/2022

   They HAD the address on file where to send bills prior to may 2022 but CHOSE instead to send bills to 4 year old OUTDATED ADDRESSS!!  They even VERIFIED this address with me.  I then updated my address with them as I had recently moved in MAY.  THEM CLAIMING that they cannot mail bills to the correct address and that I DID NOT re-register my car every time I moved, and thus allowing them to have a correct address is BLATANTLY FALSE!!!

  
  

  AN APOLOGY FROM THEM WOULD BE NICE AS THIER REVIEWS READ LIKE A BOOK AND I'M NOT THE FIRST PERSON THEY HAVE PULLED THIS C*** WITH!  But that will never happen, as they are a terrible, horrible agency who just does things to get more fees from people, even though you do everything right!  THEY BLAMED ME FOR NOT RE-REGISTERING MY CAR, NOT CHANGING MY ADDRESS WITH THE *** WHICH IS A BLATANT LIE!
  

  
  

  I WILL be making sure that they refund me my money and if need be, will send my credit card company after them to recoup what they say they are giving me back.
  
  

  
  

  Complaint: 17596087
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received a Motor Vehicle hold on my vehicle from **********. This company is the biggest rip off and should be charged with Fraud. I never drive the tolls and when I did drive on them I had myself and 2 kids in the car so that is 3 people. The other times I had to take the toll it was because there was an accident on the Hwy and it forced us to get over into that lane. Secondly coming down down I-70 in the mountains they were doing construction which again forced to drive in the toll lane. They don't even charge you what is owed that tack on more late fees then what you even used on the toll road. My **** for the toll was 20% the rest was all fee's what kind of c*** is that?!?! How is that even legal??? I do not mine paying what is owed and some type of late fee but this **** is fraud. period. If you come to ******** or live here DO NOT USE THE ***** EVER!!!! This company is terrible and I plan on seeking help to fight this.

  Business response

  07/15/2022

  Thank you for reaching out to us

  We have had previous contact with customer on several occasions.  On 8/12/2019 we waived $545 off for balance for ****** to settle and pay $494.55 to close out the balance for tolls from middle 2017 through July 2019. After that date there has been a toll usage of 60 new transactions from 9/22/2019 through 5/12/2022. To drive the specific roads that do allow for HOV travel with 3 or more, customers must have an active Expresstoll account with a Switchable Transponder, and have it installed in vehicle before driving the road.  There are about 15 transactions that are from tolls roads that allow for this exemption with an active account but the rest are from **** which does not allow this exemption.   None of these new transactions have been paid for and have received new late fees for being past due.   Customer also has 2 other balances currently due with different vehicles/license plates. For one of the balances, we waived $585 in fees in 2019 and she advised that she would call us back in 30 days to pay & close out the balance. She did not call us back and that balance is still outstanding. The other outstanding balance is for toll usage after our initial discussion in 2019, the timeframe for those tolls is 5/2/2020 through 6/21/2022, and no payments have been made towards this balance currently. We show the address is the same as in the claim and have been mailing out monthly bills showing balances.   We will have a supervisor reach out to the customer to see any available options to take care of the balances.  Customer can also call in and ask for a supervisor to help and work through the balances. 

  Thank you. 

   

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I first reached out to ExpressToll 6/16/22 and spoke to ****. I explained that my significant other, *************************, Dodge Ram truck was appearing on my toll statement and being billed to my credit card. The Ram truck has never been registered to me (I have a letter from the *** confirming this), nor did I authorize it to be added to my account and charged to my credit card. I noticed this error since charges were being billed on my monthly statement for my *** that was in the shop and had not been driven for several weeks. ExpressToll was co-mingling ****** truck plate with my ***** Tahoe and *** and has been doing so since 11/2019. I expect Expresstoll to refund all erroneous charges dating back to 11/2019 and provide me with statements dating back to 11/2019, as I estimate the charges to exceed $1000. **** told me a supervisor would reach out to me by email. I never received an email and followed up on 6/17, 6/21, and 6/22. I spoke to a supervisor, *******, on 6/22 and she told me she would get with accounting and call me back on 6/23, which she did not. I called again today, 6/24 and asked to speak to a supervisor and both ***** and ******* were "unavailable". I do believe I am owed a refund, as the billing is quite deceptive, and I never expected someone else's auto to appear on my ****. I regret not catching the error earlier, but you would never notice it unless you look closely at how they slip in his plate number along with my plate # but classify it all under my *** and/or Tahoe. I feel as though customer service considers this case closed since a new account has been established for **** and a few recent charges reversed. It is very difficult to decipher or get an answer as to what has been reversed. I need better documentation from ExpressToll so I can reconcile all of the unauthorized charges and the refunds that are still due. I cannot locate all of my bills but have attached what I can locate.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a toll statement in the mail, indicating I had a past due toll **** and a late fee. I didn't receive the original toll statement for $2.05, so I called ExpressToll to ask about removing the late fee. The lady I spoke with said yes, she could remove the late fee but I had a registration hold on my vehicle due to previous unpaid tolls and transferred me to ********. I was taken back by this information because the statement I received said my unpaid balance was only $2.05. I have made payments on previous tolls on 11/2/21 and 1/4/22. On neither occassion was I presented with a balance from tolls from 4/3/21, 6/27/21, 7/14/21 or 7/19/21. These 4 tolls came up to a total of $36.55. The balance I am told I now owe, in order to have the registration hold taken off my vehicle is $196.55. I have been charged the following fees- 6/12/21- $5-late fee 8/12/21- $20-collect fee 12/12/21- $25- **** civil penalty 12/12/21- $25 HPTE civil penalty 1/12/22- $25 HPTE civil penalty 2/12/22- $20 **** ALCCORTFEE 2/12/22- $20 HPTE ALCCORTFEE 4/12/22- $20 HPTE ALCCORTFEE You did not make diligent efforts to collect the previous balance from tolls I never received. I have requested copies of the 4 previous tolls and I have not received them. I have no problem paying for the 4 tolls for $36.55 but to be charged an additional $160 in fees and place a registration hold on my vehicle is an unethical business practice, especially since I have made toll payments after the initial 4 toll statements and not once was I made aware of a balance due. It is very disheartening that a business would take advantage of people in this way. They literally have my correct address, email address, phone number and have received payments from me on other tolls, so I don't understand why I owe them an additional $160 in fees, other than it being an easy way to get more money from people. I'm sure I'm not the only one who has experienced such an incident with this business.

  Business response

  07/15/2022

  Thank you for reaching out to us,

  We apologize for the delay.  After further research and history from 2021.  We show an address was updated when we had contact back with customer in early 2021.  After speaking with customer and verifying customer has not lived at this address.  Unfortunately the call is too old to verify.  We show we sent the the bills to the updated address and they were returned.  Customer has had a good history of payment with us.  When an address is updated by customer contact system will **** to address on file that was updated.  We confirmed with DMV to ensure address is updated.  As a reminder we always recommend if the customer has moved to update motor vehicle and license plate within to ensure delivery.  We have waived the additional fees and customer settled on tolls.  Thank you.

*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. ↩