Information and Alerts

Pattern of Complaints

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.