Toll Booth
Northwest Parkway LLCThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
02/01/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
We recently moved to ******** and we were trying to settle down into our house 3 months ago. Our vehicle had AZ license plates on and we were trying to get **lorado driver license, registering our vehicles from ** to ** plates and also switching our address on it. We didnt see any toll bills until now and there is a whopping amount of $1500?!? $25 each? Thats over $1200 in fee that we wont be able to pay it and will most likely go into collection. i can understand late fee but $25 each time for the toll is outrageous!!!! i will pay but definitely not that amount they are asking for.Business response
02/14/2025
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Initial Complaint
11/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The company is charging a ridiculous amount of $851.45 for tolls that had a much small beginning balance. I have had several address changes and did not receive bills. I'm asking the business to reduce the total to the original tolls and I will pay it. The amount they are asking is extortion.Business response
11/27/2024
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Initial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a notice from a collection's agency that I owed money to NW parkway. After looking at the plate number I realized I haven't owned that vehicle in nearly 4 years. The incident in question resulted from a traffic accident where I was directed by a police officer to take NW Parkway as a detour. I asked the officer if there would be a toll and I was told "not if I'm telling you to take a detour".After many attempts to reach an individual at NW parkway I finally got in touch with someone by calling Expresstoll and being transferred on a back line. The individual was absolutely unprofessional and berating when I explained the situation. I was told that law enforcement would have a record of the detour but after talking with ********** **, Lafayette PD and the sheriff's office I was told they do not keep any records of detours resulting from accidents and that this isn't the first time they've had this issue.The individual at NW Parkway I spoke with said 3 different toll bills had been sent out wihin 90 days of the incident and asked why I never reached out. After checking my **** account which has scanned images of ALL pieces of mail delivered to my mailbox I have never received anything from NW Parkway unti the collection letter from a 3rd party. Impossible to contact about a toll when you are never notified. I explained this and was told that "It doesn't matter what proof you have and what the police told you to do, we are always right" in addtition to being told "Why did you listen to the cop? You shouldn't have listened to him".In conclusion, I shouldn't be liable for a toll on a road which I did not choose to take from a company that took 3.5 years to inform me that I owe.Business response
11/19/2024
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Initial Complaint
05/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On April 14, 2024, I exited off of I-25 (a non-toll road) on the publicly available exit (Exit 228). The sign said it was both an exit and a point to merge with the Northwest Parkway toll road. I did not merge onto the toll road but merely exited I-25. I then received a bill in the mail for use of the toll road, even though there was no documented evidence of my vehicle entering the toll road. The company conceded that I did not use the toll road. The company had a photo of me exiting on Exit 228 (a public exit from I-25) and justified the charge as a "ramp fee" plus mailing and processing fees when I never entered the toll road for an total charge of $3.55 for taking a public exit. I contested this fraudulent charge with customer service who said "I am sorry I understand where you are coming from but I, nor anyone on our behalf or in our company, can remove your toll" and then later reiterated that [t]here is no other representative that can assist you with waiving the toll" (i.e., essentially "go pound sand") and that I could notify my government if I had an issue. I requested arbitration with a neutral third party and was told that Northwest Parkway would not participate and that I had to pay the fee by 5/29/24, or else be charged late fees.The agent at the ******************* of ************** said that such behavior constituted consumer fraud, however, since Northwest Parkway LLC privately manages the road, they are not under their purview.Business response
06/05/2024
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/17/2024 I paid my bill of $85.90 for tolls taken on their tollway. My tolls were a total of $26.00 and my fees were $59.90. They are charging a $25 late fee, this is a ridiculous amount and i would like to report them for price gouging. I understand a fee for processing and mailing, BUT $25 is absolutely too much. I am willing to pay a late fee cause it is my fault for choosing other bills as a priority for 2 months. But I want my complaint on file incase there is a lawsuit against them at some point for price gouging.Business response
03/26/2024
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Initial Complaint
02/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received the letter that is attached reflecting a toll charge in ********. It correctly reflects my name and address. However, the license plate is not accurate. I was never in ********. I am being charged and toll and an additional fee for mail. I attempted to call the company at the number listed on the letter. The phone number disconnects the caller when following the prompt to connect to a customer service assistant. I assumed it was a scam letter as I see other complaints that are similar, but the site appears legitimate. I am left without means to request a correction if the ** Parkway is unresponsive to my email.Business response
03/05/2024
To Whom it may concern,
One of our **************** Supervisors reached out to ************************** and resolved this error over the phone.
This BBB has been resolved.
Let us know if you have any other questions.
Thank you,
Northwest Parkway LLC
Customer response
03/05/2024
I was sent an additional email and am unable to access the message. The BBB site states that the reference number is expired even though it just came through today 3/5/24.Initial Complaint
02/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The Northwest Parkway company is a poorly run, dishonest business. They harass and threaten people with collection letters. They make mistakes like they did with my family by forgetting to add one of our cars to the account, never sending emails or bills until they've sent you (me, in this case) to collections. They say they've sent bills but they didn't/haven't and they have nothing to prove that they did. I called when I received a threatening letter about a $6.20 toll on one of my son's cars only to be told they would take $77, then $37, then $27. How about the $6.20 I owe? And how about they fix their error with my account, admit they missed it when my husband called last fall, we pay the $6.20 and then we move on?I can't imagine how much they are extorting the elderly, non-English speaking and hourly workers who can't make calls and advocate for themselves when they are harassed by Northwest Parkway.Business response
03/05/2024
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Initial Complaint
11/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 22, 2023 I drove on Northwest Parkway in ************. I then received a bill for $3.50 that I paid on Oct 10th, 2023 via my checking account. I just received a bill on November 2, 2023 for $9.30 due to a denied ACH withdrawl from my bank. I called my bank and they never even received the charge and never denied anything. I then called the customer service line and spoke to 2 different women that told me my bank had denied the payment of $3.50 and thats all they could see. When I told them that my bank never received this they just said they couldnt help. I explained to them that I want to see which bank denied the charge as Northwest Parkway had charged my account in the past for someone elses fee even though all the info they had was for the other person. They told me that and refunded my money. So why now do they not have any info on this charge being denied. My bank had even told me that they have seen this before and it was due to errors with Northwest parkway and their billing system. So I have to pay fees based on a "trust me" logic on Northwest parkway.Business response
11/16/2023
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Sincerely,
Northwest Parkway, LLC
Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Even with proof of a toll pass. NW parkway will not reverse over charging me for them being wrong in thinking I didn't have a toll pass for **** and NW parkway.Business response
11/02/2023
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Sincerely,
Northwest Parkway LLCInitial Complaint
10/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
First received bill was a final notice before collections for $189.60 on a $5.20 toll of which I was never notified. This is completely unacceptable.Business response
10/30/2023
To Whom it may concern,
Please find attached our review and response to this complaint.
Let us know if you have any other questions.Sincerely,
Northwest Parkway LLC
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Customer Complaints Summary
53 total complaints in the last 3 years.
7 complaints closed in the last 12 months.
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