Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The invoice for the toll was sent to an address that we have not resided in since March 2019. Our car registration with the Ohio *** is not the address the invoice was sent to. Our cars are registered with our current address. The people that live at the address where the invoices were sent, tracked us down and gave us the mail. By this time, we had already accrued late fees. I contacted customer service, whom told me to file a claim. I just logged into our account and saw that the claim was denied. We are not disputing our vehicle being on the bridge, we do owe the original toll of $7.90. We are disputing the late fees, which was not our fault, since we never received the invoices. How are we to blame for the incorrect address?

  

  Business response

  02/13/2025

  Thank you for allowing us to address your concerns. We are committed to integrity and transparency. After reviewing your account and confirming with the **** we applied the necessary adjustment along with your payment, satisfying the balance in full. We appreciate your patience and apologize for any inconvenience. Please reach out if you have any further questions.

  Customer response

  02/13/2025

   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.

  
  

  Thank you.

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year we received a bill from Clin Avenue Bridge in ************ ,IN asking us to pay a toll and the car in the picture is not our car. I called and notified the company and they said I had to send copies of the title to prove this is not our car. I did all that and I am still getting notices from them. Now they say I owe *****. I refuse to pay it. I need them to stop sending this bills. It is a scam. Our car is a mustang convertable and the one in the picture is definately not. We were not even in *******. Please help.

  

  Business response

  02/11/2025

  Thank you for reaching out regarding your concerns. After review, it was determined on January 31, 2025, that you were not liable for the toll transaction in question. An email notification confirming the cancellation of all related toll transactions was sent on February 5, 2025. We can confirm that no balance remains outstanding. 
  We apologize for any inconvenience this may have caused and appreciate you bringing this matter to our attention. Please let us know if you need any further assistance.  

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I drove across the Cline Avenue Bridge in September 2024 with an active I-Pass transponder in my car, which had plenty of funds and auto-replenish enabled. Despite this, they claimed they were unable to read my transponder and decided to charge me $42.90 for a single crossing instead of the $3 toll for a 2-axle vehicle.They also claimed to have sent me multiple notices by mail, but the only notice I received was in January 2025. By that time, they had tacked on excessive fees, inflating the total to $42.90. When I contacted them to resolve the issue, rather than correcting the billing error, they demanded invasive records. Even after I provided all the requested documentation, they still refused to adjust the charge.Ive made it clear that I am willing to pay the correct toll, but charging me for their inability to process my I-Pass is completely unreasonable. Their refusal to take accountability and fix the error has been incredibly frustrating.The customer service has been unhelpful, and Im still waiting for a supervisor to call me back. Based on other reviews, it seems like this is a common practice. It feels like they prioritize making money off unnecessary fees over providing a reliable, user-friendly service.I wouldnt recommend using this bridge unless youre prepared to deal with potential billing issues and poor customer support.

  

  Business response

  01/24/2025

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. Our records indicate a total of three invoices were mailed to your address as the registered owner, which was provided by the ************************* The invoices were dated 10/22/2024, 11/28/2024 and 01/04/2025, and all invoices were sent with **** tracking. To date, the invoices have been successfully delivered per **** without returned mail.
  We would like to thank you for providing the requested documentation.  However, upon review, the information contained conflicting details. I-PASS was contacted to verify your account status at the time of travel.  The license plate was confirmed to be added on January 15, 2025, after the travel date.  Based on a phone call on January 17, 2025, and provided document you indicated that the vehicles license plate was backdated to align with the original purchase date.Our facility prohibits backdating license plates.
  We offered a reduction on 01/22/2025 to help resolve this matter.  However, you declined the offer.  As of today, your balance is $42.90.  Payments can be made free of charge by phone or online.
  If we can be of further assistance to you, please contact the *********************** at ************** Monday through Friday 8 AM to 6 PM Central Time or visit us online any time at *******************************************************.

  Customer response

  01/27/2025

   I am rejecting this response because:
  
  Hi,

   

  You have not corrected the incorrect billing. This is not resolved.

  
  Again, as I said. the first letter I got from your firm was in January, and it was wrong (the cost for 1 bridge toll should be around $3). I reached out immediately to get this fixed and your company still has not addressed it.

  I am happy to make payment once it's corrected.

   

  Thanks,

  ****

  

  Business response

  01/30/2025

  Thank you for reaching out and sharing your concerns. We have thoroughly reviewed the matter and all related details. After careful consideration, we have concluded that our initial decision was appropriate and consistent with our policies and procedures.
  While we respect your perspective and understand your concerns, we must respectfully maintain our position on this matter.
  As always, we remain committed to providing the highest level of customer service.  The ************* Team is available if you have any questions.   At this time we consider this matter closed.

  Customer response

  01/30/2025

   I am rejecting this response because:
  

  This company has not resolved the issue. Not at all. Their response doesn't address the problems in the slightest

• Initial Complaint

  01/02/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My transponder was working for months (I pass) and cline Avenue bridge says I did not pay 4 times. Now they want $90 for $12 toll. This has to be illegal. Who do I complain to at state level?

  

  Business response

  01/02/2025

  Please provide your transponder statement confirming funds were available at the time of crossing Cline Ave Bridge, you can submit a dispute and documentation at ***************************************************

  Regards

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While visiting ******* I went across a bridge that did not clearly indicate there was a toll. The only way you could pay is with some kind of Pass. Months later I was notified that we had failed to pay and assessed fees totaling $58+. I am on a fix income and refused to pay fees. Willing to pay toll even though this is a violation because my basic rights are violated because I had no information of options. This is an unfair practice and unsuspecting motorist are being charged for not being informed.

  

  Business response

  12/30/2024

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. Our records indicate a total of three invoices were mailed to your address, which was provided by the *************************  The invoices were dated 10/07/2024,11/13/2024, and 12/20/2024.  To ensure that drivers are aware they are driving on an electronic tolled facility, we have posted toll notification signage in advance of every entry point to our bridge; you can see our signage at *************************************************.
  We are an all-electronic tolling facility to make travel fast and efficient for our customers. We recommend our customers obtain an E-ZPass or I-Pass. This allows drivers a fast and efficient way to manage toll expenses at a lower toll rate.

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2024 I used this bridge to conduct business. In November 28th I received a text message of a balance due which I ignored because it seemed to be fraud. I received another notice a week later to learn of this balance due from the cline bridge. The balance includes fees for an invoice that Ive never received or were made known until November 28. Ive shared an email complaint but was o my told they would waive two of the lowest fees for the balance I was never received an invoice on because her their practices they mailed to an addresses which I havent lived in 2 years. This practice seems unpractical. Im only open to paying the amount of the toll and nothing additional.

  

  Business response

  01/03/2025

  Thank you for the opportunity to address your concern.  You acknowledged the address used on file was your previous address. We make every effort to contact customers using the information provided for the registered owner by means of mailed invoices, text messaging, and phone calls, which all have been attempted on your behalf.
  
  You also raised a concern about the toll transaction not being deducted from your I-Pass account. To ensure accuracy of the transaction processing, I-Pass validated that your account was not funded at the time of travel. Funds were added to the account on the day of travel. However, it is highly recommended to add funds at least 24 to 48 hours before traveling to ensure your account is fully funded and in good standing.
  
  To help with the outstanding amount, you were offered a reduction of the balance on 12/23/2024 to help resolve the matter.  However, you declined the offer, and we remain open to working with you.  As of today, your balance is $55.77.  Payments can be made free of charge by phone or online.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The CLINE AVENUE BRIDGE in ************, IN has been trying to charge us a fee for using the bridge, they have the license plate as the one for my husband, and the state apparently is michigan, however, on 7/1/2024, we were not n Ypsilanti, **, getting ready to go up north.I called, and explained that we werent close to the bridge, and we actually never been on the bridge. They looked at the pictures of the car, they explained that its a truck with the same license plate, but apparently has a different color, our truck is white, and they cant see the state of the license plate. They keep sending the bill over and over, they have sent it to collections now, damaging our credit.Can you please help? They are causing more stress in my life than I need right now. I have contacted them to no avail. This is not right.

  

  Business response

  12/27/2024

  Thank you for the opportunity to respond to your *********** was determined on December 23, 2024, you were not liable for the toll transaction in question.  An email notification was sent out on December 24, 2024, confirming the cancellation of all related toll transactions, and no balance remains outstanding. We apologize for any inconvenience this may have caused and thank you for bringing this matter to our attention.

  Customer response

  01/07/2025

   I am rejecting this response because: we never received an email like the business stated they sent: "An email notification was sent out on December 24, 2024, confirming the cancellation of all related toll transactions, and no balance remains outstanding".

  Please make sure the email address is correctly typed in as it has no "N" at the end of wiso. 

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

  I also want to make sure no damage was done to my credit. 

   

  Thanks.  
  

  
  

  

  Business response

  01/09/2025

  Thank you for reaching out as previously stated it was determined on December 23, 2024, you were not liable for the toll transaction in question.  An email notification was sent out on December 24, 2024, to the email address: ***************************,confirming the cancellation of all related toll transactions.
  No credit agency has been notified about the account in question.
  We consider this complaint addressed and resolved.  The ************* Team is available if there are any questions or concerns.   

  Customer response

  01/10/2025

   I am rejecting this response because:
  Please email the cancellation to the said email account again, as I mentioned in the previous message, no email was received on that date from the cline bridge, or any other email addresses. 
  

  I want to make sure I print it for my records, as your business practices have been a nightmare, considering we have never used your bridge, and you have decided that the license plate that clearly doesnt state ******** belonged to us.

  thanks.

  
  

• Initial Complaint

  12/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from Cline Avenue Toll about 03/2024 I called and asked why was told I had no sticker/pass for the toll I explained it was in my window I was told it did not pick it up then I was told I had the wrong plates I explained gave my account number with Illinois Tollway and my IPASS Account we went back and forth for months I opened several disputes they were all closed with no explanation I mailed and uploaded documents/information but all went unanswered til they told me my account was not active this was a lie I proved it was I have an Auto Replinish Account which takes funds from my bank account as needed they gave me the run around as of 11/2024 they say I owe about $500 to $600 from overpriced tolls and fees I will not pay this because this is incorrect and wrong IPASS ASSIST ACCOUNT#**********

  

  Business response

  12/11/2024

  *** ********, it was a pleasure speaking with you.  Thank you for the opportunity to address your concerns.  As we discussed earlier, I-Pass was contacted on your behalf to verify your account status we found two key issues:
  The account was not funded at the time of travel. We recommend adjusting your auto-replenishment threshold to ensure sufficient funds are always available.
  The vehicle's license plate was not listed correctly on your I-Pass account during the toll transaction. Therefore I-Pass did not pay the transaction on your behalf.   Please ensure all vehicle information is up to date.
  We offered a reduction on 12/11/2024 to help resolve this matter.  However, you declined the offer.
  As of today, your balance is $583.71.  Payments can be made free of charge by phone or online.
  
  If we can be of further assistance to you,please contact the *********************** at ************** Monday through Friday 8 AM to 6 PM Central Time or visit us online any time 

  Customer response

  01/02/2025

   would like to say that I want my problem resolved by reviewing my account with my IPASS ASSIST/ILLINOIS TOLLWAY ACCOUNT and to only be charged what it cost me per toll $2.35 ?  The charges you charged me were i$7.90 per toll which were incorrect and I will not pay them I have been cooperative with you for months and given the run around I have sent everything you asked and still not resolved I am just asking to be treated fairly I do not believe this has been done like this if you look into my accounts you can see what I have said all along  I have stopped using your toll since this has happened please let's get this resolved also please attach my email dated 12/20 thanking you in avance

  

  Business response

  01/07/2025

  Referencing the conversation on December 11, 2024, with ************ I-PASS is accepted at our facility. However, Cline Avenue Bridge is not included in the I-PASS Assist Program, which is limited to the **************** roads. We recommend ensuring her I-PASS account is up-to-date and fully funded to benefit from the lowest toll rates on other roads.
  Previously, Cline Avenue Bridge tried to work with the customer, by making a concession of honoring the lower toll rate.  It is unfortunate the customer is not willing to accept the offer. 
  We are still open to working with her to help resolve the outstanding balance.
  As always, we remain committed to providing the highest level of customer service.  We consider this complaint addressed and resolved based on the customers denial for assistance.  The ************* Team is available if there are any questions.   

  Customer response

  01/08/2025

  My name is ***** C ******** and I am responding to Complaint # ******** I would like for them to adjust the offer remove the fees and only charge me for the actual tolls at the cost with my IPASS this is the right way and I did not expect to get the tolls for free I just want to be charged fairly Thanking you in advance 
  ***** C ********
  

  
  

  

  Business response

  01/09/2025

  Thank you for sharing your concerns and for giving us the opportunity to address them through the Better Business Bureau (BBB).
  After careful review, we have provided our final resolution to the matter, which we believe is fair and reasonable under the circumstances.While we understand that you may not agree with our position, we must respectfully inform you that this is our final offer, and we will not be making any additional adjustments.
  At this time, this matter is considered closed. However, if you wish to reconsider and take advantage of the assistance we originally offered, please dont hesitate to reach out to our ************* Team.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sent a toll notice for $7.90. I asked the company to verify who they were and was met with hostility and threats. I used this site to look up the business and spoke with ****** about adjusting the account; since it has already been paid. I am opening this case to ensure that this process is properly documented. I was told I can only send a PDF but that has sensitive account information and I haven't been able to verify this company is not operating fraudulently. Considering the rude and hostile behavior I have already been subject to, I believe this is the best way to mediate this issue.

  

  Business response

  11/27/2024

  It was a pleasure speaking with you.  We are committed to operating with the highest levels of integrity and transparency. We do appreciate your feedback on the customer engagement of our staff and will be certain to review those interactions to provide appropriate feedback and/or training.
  As we discussed earlier, although the E-ZPass account was active and funded on the transaction date, the license plate used to travel the ******************** was not added to the E-ZPass account until 10/18/2024,preventing the E-ZPass account from being debited. As a result of your E-ZPass being funded we will extend the courtesy to adjust your account.
  You are encouraged you to ensure your E-ZPass account remains up to date and properly mounted at all times to receive the lowest travel rates.
  As of today, your balance is $2.90. Payments can be made free of charge by phone or online.
  

  Customer response

  11/27/2024

   I am rejecting this response because:
  
  I reached out to i-Pass and there is not an balance owed on the plate number provided. I'm not sure if there is a miscommunication happening on Cline's end, but I can't seem to verify the authenticity of this "balance owed." I believe this is just the business trying to get money and doesn't seem like good business practices. I tried reaching back out to Ms. ***** with no answer so I will dispute this balance going forward. 

  

  Business response

  12/04/2024

  Our attempts to reach you have been unsuccessful, and we have left a voicemail.  Although the correct process of adding the license plate to the ***** account prior to travel did not occur, we are willing to assist. Cline Avenue Bridge has tried to work with the customer, by making the concession of honoring the lower toll rate. It is unfortunate the customer is not willing to accept the offer.  As a result of the findings and confirmation that the customer ************************* the offer Cline Avenue considers this matter closed.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear *********** hope this message finds you ******* name is ******** *******, and I am writing to seek assistance with an issue related to the Cline Avenue Bridge. On June 13, 2024, I activated a new transponder for my Acura MDX, registered under license plate ************* the activation of the transponder, all invoices were sent to the address associated with my vehicle registration: **************************************************. However, I was recently informed that my invoices have been redirected to an address where I have never resided and is not linked to my vehicle. Cline Avenue Bridge appears to have retrieved vehicle registration information from the ***; nevertheless, I was surprised to discover the incorrect address in their system. This discrepancy has created considerable confusion and has impeded my ability to address the outstanding balances. Following a notification from the *** regarding a hold on my registration, I contacted the toll company for clarification, only to find out that the address on file was erroneous.Consequently, my account has accrued numerous late fees and collection charges. Despite multiple attempts to provide all necessary documentation, including my vehicle registration and a transponder activity summary, I need help resolving this matter. Each time I reach out to customer support, I am assured that a supervisor will follow up with me, yet I am still waiting to receive that communication.Given the ongoing difficulties, I cannot renew my vehicle registration due to the hold on my account. I am genuinely concerned about the practices within the organization and believe that a prompt investigation is warranted. I request the removal of the outstanding fees and clarification on the appropriate charges for my ******. I am uncertain why the transponder has not deducted any unpaid tolls.Thank you for your attention to this critical matter. I look forward to your prompt response.Sincerely, ******** *******

  

  Business response

  11/18/2024

  It was a pleasure speaking with you.  Thank you for the opportunity to address your concern.  We do appreciate your feedback on the customer engagement of our staff and will be certain to review those interactions to provide appropriate feedback and/or training.
  I-Pass was contacted on your behalf, and it was determined that your account was not funded at the time of travel.  I recommend contacting I-Pass to adjust your auto replenishment threshold to ensure your account is always fully funded.  It is required that customers ensure their EZ-Pass account information is up to date and funded to receive the lower toll rate, and to avoid the need for mailed invoices. 
  We would like to thank you for your payment. As always, we remain committed to providing the highest level of customer service.

  Customer response

  11/18/2024

   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.

  
  

  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. ↩