Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently got a toll notice and went online to pay it but was told it was already sent to collections. Today I received a notice from collections that the toll has now rose to $105.75 which is truly insane. But on top of that I don't understand why I got the notice at all. I have an EZPass in the vehicle and have the vehicle listed on my account.I would have paid sooner but we spent the winter in ******* so we did not receive the notice until earlier this week. But even though we were out of town I would have still expected them to just bill my ezpass account which is in good standing.I contacted the business and was told they could not do anything and that I need to contact the collections company. I do not accept that as an answer - they sent it to collections so they need to call them and figure it out.Thank you!

  Business response

  02/07/2025

  When a customer travels ********************************************* without paying, they have 10 days to reach out to make the payment of the toll.  There is a safety net for EZ-Pass customers when the transponder doesn't read the license plate is sent up to EZ-Pass if the *** account is up to date with BOTH available funds and the license plate is listed EZ-Pass will pay the transaction, so the customer doesn't receive a notice with fees.  Pocahontas sends out 2 invoices to the registered address on file with *** giving the customer over 70 days to make the payment before it's sent to collections.   

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being sent unpaid toll notices for Pocahontas Parkway. On the notice there is an image of a vehicle ******* Rogue) that I do not own and have never owned. The license plate on the vehicle is a Virginia temporary tag that was issued to me in November 2023, when I bought a used car ( 2009 **** Mustang ) from Virginia car dealer. I am a Tennessee resident Timeline: 11/21/23 - I purchased *************************************** ******** **. ******** Temporary tag (24268C) was issued. 12/13/2023 - The Mustang is registered in ********* and TN license plate is *********/**/2024 - I received an Unpaid Toll Notice ( Notice ID ********* from Pocahontas Parkway, saying that I owe $36.10 from two separate toll violations on 01/11/2024 and 01/29/2024. 07/02/2024 - I received another Unpaid Toll Notice ( Notice ID ********* from Pocahontas Parkway. This charge is for $18.25 for a single unpaid toll on 06/10/2024. The image on the report is very clear this time and shows 2014-2020 ****** Rogue with Virginia temp tag 24268C. I don't own and have never owned the vehicle on that image. I have not driven on Pocahontas Parkway on those dates. The information that Pocahontas Parkway receives from Virginia DMV to issue these notices, has to show the make and model of the car that the plate was issued to AND the expiration date. The plate was issued to 2009 **** Mustang. The vehicle on the image is 2014-2020 ****** Rogue. In addition, The VA temporary tag that was issued to me when I purchased the **** Mustang, should have expired nearly 7 months ago, so the tag on those images has to be fraudulent. Pocahontas Parkway sends bills based on incorrect and fraudulent information to people who have never used their toll road. But somehow the onus is on that person to prove them wrong. They are a business who puts zero effort into verifying the information they are using to send these baseless notices. And if a person refuses to pay, there will be damage to that person's credit.

  Business response

  07/25/2024

   Customer emailed in because he received another notice.  Let him know that he spoke with a supervisor about previous violations, and we offered a 1x courtesy waive of them. let him know he was advised to reach out to DMV and get documentation that he is not the registered owner of the plate. let him know since there is another violation and the plate is correct, he will need to get that documentation. He mentioned in email that he just now reached out to them and does not know if he will get that info by his due date. Let him know to keep us updated and if due date approaches, then we will offer a 2-week extension.  He was told in a previous conversation in March the importance of reaching out to DMV to get required documentation. Still waiting...

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Virginia DMV Data and ************** is so backed up with dealing with fraudulent Temporary Tag issues that they have not even responded to my request for information. Their response can take 1 month, 6 months, 10 years for all I know. In the meanwhile Pocahontas Parkway expects me to pay every toll that some random person with fraudulent tags is racking up. If I don't, I get reported to the collection agency and my credit will be ruined. Does that seem right to you? It is an expired temporary tag! It was valid only for 30 days and that was 8 months ago. Just complete negligence and indifference from Pocahontas Parkway.    
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged $100 fee for a $5 toll. I had two EZ-pass accounts at the time one in ** and another one in ******** when the toll was incurred and advised them that but they refuse to acknowledge that and are charging me an extra $100. I think I should be able to pay the $5 toll and that's it. I don't think that I should have to pay an extra $100.They are thretening to suspend my license if I don't pay. I need to have this resolved immediately.

  Business response

  07/08/2024

  This has been explained multiple times to ******************** that her VA  EZ-Pass read coming through the parkway on the day of the violation.  We cannot use her NY  EZP account as a dispute once her VA. EZ-Pass is read at time of travel.  The VA EZ-Pass account was negative for 6 months. She refused pay in May and June.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went through the Pocahontas Parkway toll on 04/05/24. Tried several times to submit payment via my credit card, however, the toll booth did not accept payment due to no fault of my own. It eventually issued a ticket, and advised that I pay online. I am familiar with the process of paying online because I have done several times in the past. This particular time, due to several life events I forgot to pay within 10 days. I receive a notice of violation in the mail, which included a ***** fee. I contacted the Pocahontas pkwy ofc, as well as sent an email requesting waiver of the fee due to an oversight on my part and explained I tried to pay at the time, but the toll wasn't working. 5.75 has turned into *****. As a courtesy, a fee waiver should have been issued in this instance. This is pure greed.

  Business response

  06/05/2024

  Customer acknowledges getting the unpaid toll slip on this day.  Investigated the transaction customers before and after were able to pay with no issues. We allow 10 days for a customer to make a payment before a notice is sent.  There are several ways for payment to be made over the phone, mail, web site or our drop box located in front our Admin Building.  Because the information was provided at the time of travel, and we offer a grace ****** for the toll to be paid before fees are added- if a notice is sent out with fees that is the amount that will be due.

  Customer response

  06/05/2024

  
  Hello,
  
   
  
  The business has not contacted me to address this issue.
  
   
  
  Thank you,
  
   
  
  *************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of violation: 03/04/2024 Time 05:39am Toll charge = $5.55 Toll Fee = $12.50 Location: **********************************************************I don't drive outside of **********/**********/**. Beach area.Photo of violation is very dark and doesn't show state name. Tail lights are squared, mine are round. Someone might have had the same plate number but from a different state.You can't talk to a live person to get a issue resolved. Both of their phone numbers rings the goes to voicemail. ************* / **************)

  Business response

  05/13/2024

  This was resolved with the customer. 

  Customer response

  05/13/2024

  This is in regards to a complaint that was made but was resolved. Thank you for your response.

  Richmond BBB complaint #********.

   

  Please close this complaint case.

  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm lodging a formal complaint regarding an EZPass discrepancy, where a $5.00 charge escalated to $100 despite providing evidence of my EZPass account. I've reached out to the agency multiple times, even sending emails in an attempt to resolve the issue amicably. However, the Pocahontas Parkway in ********, ** response has been both uncooperative and indifferent towards the dispute. I'm reporting this company because I would like resolve this issue in a civil matter and would like to prevent this happening to anyone else.

  Business response

  04/12/2024

  At Pocahontas Parkway there is a safety net for ALL ***Pass customers.  When travelling and your ***Pass transponder doesn't not send a signal to our readers the safety net (Video Tolling) would assist the ***Pass customers.  In order for this to work the account at ***Pass need to be up to date with funds AND the license plate has to be listed at the time of violation. Pocahontas has explained to the customer what was needed multiple time the customer failed to send in the required proof for research to be completed. **************** only sent in a report showing her account to be on a ACHPPT, we have never received a copy of the Vehicle history report as requested. Our process is explained on our notices. If we don't receive the requested documentation, it will continue though the violation enforcement process.

• Initial Complaint

  12/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Just got a notice from a law firm demanding 103$ for a **** unpaid toll that I shouldnt have been billed for in the first place. Ive only used interstate 895 on one occasion and I know the transaction was successful because it was swing arm controlled and the device moved to allow me to proceed. I have NEVER been notified of any outstanding fees until now when its on the desk of a local law firm demanding payment. This is insane and seems like a big multi million dollar company taking legal advantage of a consumer. Want the bill wiped and legal action reversed.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am being accused of not paying tolls. I did not receive the toll violations that Pocahontas Parkway of ******** says they sent. I am being accused of he following violations: *******, *******, ******* and *******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got a bill today saying that I owe for a toll violation but I have Smart Tag.The bill was received today and says that it's due last month and that additional fees would be owed if late.I didn't even mean to take this exit and had to take the first exit. This is a scam and I will give them a chance to fix this before taking it to the state level.

  Business response

  08/16/2023

  Being an ez-pass customer they have v-tolling in place for their customers.  In order for this to work the customer has to make sure the ez-pass account is up to date with license plate number and funds available.  The account was not up to date at the time of travel.  Customer has now updated the account to reflect the correct license plate number.   Advised customer to reach out to the toll road for assistance.  Thank you for traveling Pocahontas Parkway!

  Customer response

  08/16/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ****************
  
  
  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My 17 year old daughter received a toll violation notice from Pocahontas Parkway in ******** for a toll violation on 11/12/22. Pocahontas Parkway included a picture of a random vehicle and claimed DMV showed it was registered to her. My daughter and I went to DMV and confirmed that she has no vehicles registered in her name (nor has she ever, she's only been driving for about a year). Pocahontas says it needs proof from DMV but DMV has not yet responded to my request for a statement saying no such vehicle was registered to her. Meanwhile the lates notices from Pocahontas Parkway keep upping the fine. Pocahontas Parkway has also refused to show me proof from DMV that this vehicle we've never seen before is registered to her. I am concerned that Pocahontas Parkway may be scamming motorists by sending out random notices for vehicles that arent actually registered to them. The images are dark and poor quality so it would be easy for a motorist to assume it was their vehicle and pay the fine. I also noticed that the license plate number on their violation statement was different from the plate number in the actual picture. Definitely something fishy going on.

  Business response

  07/05/2023

  Pocahontas Parkway doesn't not send out invoices for random vehicles.  We capture the license plate number of the vehicle coming thru without making payment.  We have a process that we go by before a notice is generated and sent.  Once we get the *** information back is when the notice is sent out.  Pocahontas can only go by what is sent to us by ***.  If a customer disputes a notice stating this is not their vehicle, we require written proof from ***. The violation photo and the *** information does match. The *** registration and the photo both come by back as a   Mazda CX-9.   Pocahontas Parkway cannot request *** information on be-half of the customer.  If a customer feels they have been sent an invoice in error research is done on our end.   The plate has been verified for correctness.

*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. ↩