Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an EZ Pass for Turnpike toll payment. On 12/14/2024 I was traveling on the WV Turnpike and the EZ Pass reader failed to read my EZ Pass on the second booth (Pax) I went through. I have received a "bill" for that toll I have attempted contacting the Parkways Authority via Email and phone. On the phone I receive a message that instructs me to press 1 and receive a callback. I have not received a callback in 3 days. If I attempt to "Hold", I am placed in que and told that the wait time is in excess of 100 minutes. I have tried contacting the Authority directly at ************ and am told "Your call did not go through, try later." Disgusted that I cannot make contact!

  Business response

  02/11/2025

  Hello,

  This notice has been dismissed. Notice ******* has been dismissed.

  Customer response

  02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *****

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I tried to contact to EZ Pass West Virginia a few times and every time I was on hold for more than an hour and at the time I got connected to service representative they could not here me or drop the phone right away. I tried to use different phones and results is the same. I spent huge amount of time on it without any luck. The details of my problem is below: I got a NOTICE ******* from you. I Have OHIO EZ pass account ****** and transaction history shows that that was paid for ********* at 11/27/2024. Also, the pass through Chelyan costs $4.25 but they are trying to charge $14.25. I checked the history dipper and found that are are already charged me earlier for $12.33 and $6.75 on WV plasas. I, also, noticed that NOTICE ******* shows license plate *******, but my license plate is ******* (O instead of 0).

  Business response

  02/11/2025

  Hello,

  This notice ******* has been dismissed.

  Customer response

  02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a transponder with the agency. They are trying to bill me individually for a toll instead of using my account (the other two tolls from that day were recorded to my transponder). They are also threatening me with prosecution and submission to collections. Calling them only leads to wait times over 1.5 hours. I have emailed them and they have not responded. They have since penalized me more. It is a bogus charge that they should already know such, they make it impossible to contact them, and threatening me to extort money in this manner should be illegal.

  Business response

  02/11/2025

  Hello,

  This issue was resolved on 2/8/2025 by the notice being dismissed.

  Customer response

  02/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a "Notice of Toll Due" in the mail dated 1/3/2025 for toll violation on 10/24/2024. The vehicle in question has plates registered to my ex-husband so I am unclear as to why the notice was issued to me. The WVA Transportation Authority has a website which outlines an appeal process. There is no form to complete. It directs you to a phone number. I have had 3 conversations with customer service on1/14/2025, 1/16/2025 and 1/21/2025. I have also sent to emails. A supervisor has reviewed the information I sent which was a notarized statement from my employer which attests to the fact that I was working in Ohio at the date and time of the toll violation. I also sent Ohio BVM records which support that the plates are in his name. The responsibility of this violation rest solely with him and I believe that the documents I sent support this claim. I was told that I can pursue this civilly with him.

  Business response

  01/21/2025

  The notice of Toll Due ******* has been dismissed.

  Customer response

  01/27/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** ****

• Initial Complaint

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a notice by mail on 12/7 regarding two toll violations dated 8/8/2024. There is no image of a vehicle, just a tag number. I sent an email to their customer service and did not receive a response. So on 12/16 I contacted their customer service and spoke to a Leann and advised them this had to be a mistake, as I haven’t been to WV and my vehicle was in the shop on the listed date, having engine/turbo repairs done. I was also at work, in ********, Ohio that day. She provided me with a case number ****** and stated they’d request vehicle images or ticket signature and would get back with me in about a week. I still have not received a call back and in fact received yet another notice today, threatening me with a misdemeanor and collections if the now even higher tickets aren’t paid. Me nor my vehicle has been to West Virginia and the lack of response to get this corrected is unprofessional and causes undue stress to people.

  Business response

  01/08/2025

  Hello,

  I reviewed this case and notice. The notice has been dismissed. The case has been closed. I have attached a copy of a receipt showing $0.00 was paid for the patron's records. This was human error when recording the plate number. Sorry for the inconvenience.

  Customer response

  01/09/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went through the tolls and had forgot they only take cash so I got slips and was told to log in online and pay them and I did. 18.50. this was in Feb of 2023. Two months later I got a notice that I owed 4.25 and they were tacking on another 40 to the charge. I paid the tolls online and this one she said must have been added after the fact. I paid what was online and questioned why was this toll not online and got well this is different its a serial number transaction. no idea what that meant. basically someone didnt enter the toll for two months online and then they nail people with fees. Refused to waive all but half. They are ripping people off. Get a card reader like every other damn state already and stop milking people for your poor ass state

  Business response

  04/30/2024

  This patron went through the tolls 2/21/24. He received a toll slip for *** *** ******* with the same serial number. The slip he received at ****t was a different serial number. Customer would have had to pay that serial number separately within 15days to avoid getting the violation. As a courtesy we did cut the violation notice in half and customer has paid. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This was my first time traveling through West Virginia. I have no experience or have had toll fees before this citation was issued at my mom’s address. The letter did not get there before they added on $180.00 in administration fees. The toll was originally $25.50. I called today and asked if they would consider a waiver on the admin fees considering this was my first time and the letter arrived late. The lady was rude and stated no she can not friend any fees. I paid this full amount to avoid a misdemeanor but I am highly upset that I was treated in the manner.

  Business response

  05/09/2024

  This Patron went through the tolls and did not have the cash to pay. They received an unpaid toll slip. That gave them 15 days to pay the tolls without any additional fees. The unpaid toll was not paid within the 15 days and that is what caused it to go into violation. The slip that the customer received explains all of this and gives all of the options available to pay the tolls. The customer paid these violations online. We will not be giving any refund of fees that were paid.

  Thank you,

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used West Virginia toll and I couldn't find my transponder so I spoke with the employee at toll and they informed me that I could receive a bill to my address and had me give my information. I didn't receive any slip from the employee or any bill until almost 2 months later which issued 2 $30 administrative fees for $8.50 worth of toll. I can't pay a toll online without the violation number which I only now have after receiving admin fees. So my total bill for $8.50 tolls is now $78.50 which I can't afford due to disability and no employment.

  Business response

  04/18/2024

  This violation notice was disputed. It should have not been disputed the customer ****** ****** signed the unpaid toll slip. Please see attached slip. Customer should mail a check or money order to WV Parkways Authority for $8.50. Please include the Notice number with the payment. Notice number *******

  Customer response

  04/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 01/09/2024 my ezpass failed to register three days in a row I talked to the person that worked the toll booth, I was told they would charge my account for the .55 cent toll. West Virginia Parkways authority then sent me a bill for $87.25. This is my first toll violation in several years of traveling through the tolls. I shouldn’t have to pay $87.25 for a toll that totals $1.65 because I was informed wrong by their employee.

  Business response

  03/06/2024

  We have worked with this customer. His violations have been dismissed. His EZ Pass account is now up to date and in good standing. 

  Customer response

  03/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill from WV Parkways Authority dated 1/30/2024 for $44.25, for an unpaid toll violation on 12/20/2023. This is baseless, as I was in North Carolina at my home (with my car) on 12/20/2023. I called to inform them of this and was told they would have to look at the signature on the toll ticket. Any signature is irrelevant, as I simply was not there, nor have I ever driven this car in West Virginia.

  Business response

  02/20/2024

  This notice was disputed for this customer. It was disputed on 2/8/24

  Business response

  02/20/2024

  The Notice being disputed means you are not liable for any charges. The Notice is dismissed. 

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** *****

*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. ↩