Complaints

This profile includes complaints for E470 Public Highway Authority's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  E470 Public Highway Authority

  22470 E 6th Pkwy Ste 100 Aurora, CO 80018-2425

• 

  E470 Public Highway Authority

  PO Box 5470 Denver, CO 80217-5470

• 

  E470 Public Highway Authority

  22470 E Stephen D Hogan Pkwy Ste 100 Aurora, CO 80018-2423

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My license plate was stolen off of my vehicle and the thief incurred a large toll bill. I submitted a police report upon receiving the bill and also submitted photos of my vehicle to prove that it was not my vehicle which incurred the toll. They have refused to waive the toll fee and have been rude and unhelpful in my interactions.

  Business Response

  Date: 12/21/2023

  Thank you for reaching out to us,

  Customer did contact us several times and submitted his police report for the stolen plate.  The initial supervisor who reviewed the report went off the information written in the report which stated the front plate was stolen.  It appears from the images of the transactions the stolen plate was affixed in the back with a yearly sticker making it look like it was the rear plate and not the stolen plate.  In some cases, customers will transfer their existing plates to a new vehicle, and this was the assumed scenario.  Mus ******* did contact us again and we did dismiss the transactions.  We do understand that police reports can be filed after the fact as in his case.  We also usually recommend the customers get new plates and cancel the stolen plates to avoid future use of the stolen plate and bills.  We have confirmed customer did get new *********************** so he should not get another bill under his name should the stolen plates continue to be used.  We do apologize customer had to make several contacts to resolve his issue.  He can reach out to our supervisor he spoke with last should he have any further concerns.  Thank you.  

  Customer Answer

  Date: 01/04/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've no business dealings with this illegitimate business, as I see them as a money grab. I do not do toll roads. However, I did have license plates stolen from the back of my RV trailer. And, I have since had two violations notices, sent to my home for those same stolen plates.I have emailed the private business entity my police report twice. The last time, being confirmed as received. And, that charge was removed. Yet my credit report still shows it as uncleared and outstanding. And, now, I'm being threatened with a second charge, and hit to my personal credit, for a plate that was already confirmed as stolen, and any and all pertinent information, provided them, at that time.This parasitic agency is running feral, and stealing from whomever they can blackmail, and by whatever means necessary. Mine is hardly the only case on record. This non-state entity is out of control, and harming innocent lives. Let this report serve as record of same.State and federal representatives are being provided copies of this complaint, as well as its history, for permanent public record. And, I am simply asking that the gentrified ***** thieves, in question, repair the damage they have done to my person and my credit rating, due to their own trademark of sad, slothful and willful failure to perform their very basic function, as has been promised to the people of the *****************. I want this recorded, and all communications over same, ceased. From this point on, it is harassment, and assault to my very hard-earned credit rating.Thank you.

  Business Response

  Date: 12/27/2023

  Thank you for reaching out to us,

  A supervisor did remove the transaction from customer name on 12/4/2023, after speaking with him.  The plate and transaction being billed were actually misidentified causing the confusion of the stolen plate customer was referencing. Customer indicated he had previously sent in police report. The supervisor did advise him the process for a stolen plate as we had nothing in our system at the time of the call.  He indicated he had a case number and supervisor advised him we needed the actual police report on file should anything in the future come for the stolen plate and or for anyone who might use dmv for records.    Should the plate not be recovered we also recommend to customers that they also cancel the stolen plate with DMV.  When our system takes a picture of the plate, we submit the information electronically to DMV for records and they will give us registered owner at the time on file.  We highly recommend the customer cancel the *********************** with DMV if they have not been recovered so that he doesn't have any future issues.  We also do not impact personal credit or any credit reporting.  The only impact we can make is to registration renewal, should any balance continue unpaid, the cycle takes about 10 months after the transaction date occurred.  Customer can reach back out to us should they have further issues. 

  Thank you. 

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a hold put on my car registration for unpaid ***** tolls. I called the customer service line and was told that I had a past due balance of $101 from December of 2020. I told them I would pay that. ******* then told me that after penalties and taxes the $101 bill is now almost $1600 and that I would need to pay that before they would lift the hold on my car. I was astonished and asked why I was able to get tags in 2022 and this had not been brought to my attention. She stated they sent statements (which were never received) to an address on file with the *** in Dec 2020. Since then my address has been updated with the *** twice. I asked if she could waive any of the fees and she offered to waive $600 IF I agreed to sign up for their express toll program for $35. I asked if I could make a payment arrangement, she stated I could but then they would not be able to waive any of the fees. I needed my car registered and didn't have $1600 to pay so I was forced into a payment plan where I had to pay them almost $300. I asked if I could have a breakdown of how $101 became almost $1600 and was told they couldn't provide that without me again paying $35 and signing up for their express toll program. I declined and asked if she could explain she stated there are late fees bur not how much or when they were accrued. I asked why this didn't come up last year when I registered my car. Again she had no explanation. I tried to call back and used the call back option hoping someone else could provide me with answers and never received a call back. I would like to understand how $100 turns into $1500, especially when the website specifically lists out potential late fees and fines as listed here: If the full payment of the Civil Penalty Assessment Notice has not been received in 30 days, a Hearing Officers Final Order is issued to include the unpaid tolls, the $5 late fee, the $20 collection fee, the $25 Civil Penalty and a $20 Court Fee.

  Business Response

  Date: 12/21/2023

  Thank you for reaching out to us,

  Customer had several outstanding balances that have caused confusion.   There was a bill sent out for $104.45 on there was no hold placed on the vehicle at this time.The bill went unpaid and continued accruing fees. On March 24, 2022, 2 accounts were combined. Since these accounts were combined, the totals were added to make one account. The customer was able to register their vehicle because at that time, the tolls had not aged to the point of having the registration placed on hold. The total amount continued to increase due to again, not paying the bill.In September 2022, the hold was placed on the registration. The bills were going to the correct address that was on the registration at the time of the tolls.
  
  On the 27th of November, ********************** called in and set up a payment plan for LPT 17667919.On November 29th, a detail transaction report was emailed to the customer. The customer stated, LPT ******** did not belong to them. A supervisor called the customer back and spoke with his wife. She stated they have no other questions, nothing more to discuss with us.  Customer can reach out to us should they have addditional questions.  

  Thank you.  
  
  

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being harassed by ExpressToll for charges that could not possibly be mine. I do not live nor have I ever been to ********. I continue to get billed and threatened with penalties. Somehow they have a license # of a vehicle of mine that has not been in any condition for many years to make it to ********.

  Business Response

  Date: 12/27/2023

  Thank you for reaching out to us,

  We apologize for the delay in this matter.  After further investigation we have determined that the transaction was misidentified and has been removed from your name.  During the image processing review, the quality of the image can be affected by weather, glare or time of day.  To ensure this does not happen in the future, we have put the plate number in a special image review queue to look at image information again before the bill goes out through our normal process.  As a secondary and final quality check all images are reviewed before the final billing process and before any additional fees are assessed to ensure the accuracy of the transaction, in any event the customer does not make contact with us.  We have also placed this in our sensitive manual review process to ensure customer does not receive future ********.   Customer can reach back out to us if there are additional question.  Thank you.

• Initial Complaint

  Date:11/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice from the ***** Public Highway Authority (Express Toll), ************ **********, dated 11/10/2023, for an unpaid balance of $25.00. This invoice was sent AFTER resolution of my BBB complaint, ID ********, submitted on 10/23/2023, against ********** ********************************** whereby ********** reviewed the account with *****, determined there was a misread plate error, and my name was removed from the violation on 10/24/2023. I received notice of this complaint resolution from *******************************, Community Engagement Specialist, *********** BBB.

  Business Response

  Date: 12/21/2023

  Thank you for reaching out to us,

  We apologize for the inconvenience for the inconvenience caused to customer.  When the transaction was mis-identified back in October.  When the transaction was re-issued to the correct owner the fee that was charged was not removed at that time causing another unnecessary bill to go out to customer.  We have corrected the fee and it has been removed.  As an additional measure we have also added the plate to our sensitive plate queue for further manual processing to avoid additional misidentified transactions from going out to customer.  Customer can reach out to us should they have further questions.  Thank you. 

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the ***** Public Highway Authority, in reference to complaint ID ********, and I accept the ***** Public Highway Authority's response to resolve this complaint.
  
  Sincerely,
  
  S ********

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been adamantly trying to collect money from me for toll road violations I am not responsible for. As you can see in attached my Camry was registered in ********** started from March of this year, yet the toll violations occurred recently in ********. Moreover, they sent me screenshots of an older ***** with a driver who appears to be of a darker skin complexion than me. I have never owned a *****. I have email themed the attachments with a proper explanation. Pointless. As I mentioned my old CO license plate numbers, they found fees on those as well. Unless they have a photograph of MY CAMRY, I will not pay a dime. That is the only car I drove in ********. Moreover, my car was parked 90% of the time amid Pandemic, and my ****** maps were set to avoid toll roads. This is an unethical, corrupt entity as they already dismissed the proof I provided. They want me to call them or fax them, and we know how that goes based on their ****** reviews. I am currently overseas, so please contact me via email. Please help resolve this.Happy Thanksgiving!*****

  Business Response

  Date: 12/27/2023

  Thank you for reaching out to us,

  We did get a police report the customer filed in early November when they received the bill for transactions from **.  Customer did file a police report with ****** ******** for the CA plates and also for the ******** plate.  We did reject it as it was very vague with or when the dates the plates were discarded per police report.  Customer needs to file a cancelation of *********************** with CA motor vehicle as well as ******** motor vehicles.  Through our electronic process once we submit the plate information to state DMV they will give us who is registered within their data base for that specific plate at time of usage.  To ensure we don't get customer information back from DMV, the *********************** need to be cancelled with motor vehicle.  We are unsure if police agencies and motor vehicle share information when a police report is filed.  We have dismissed transactions for CA plate 8NUZ203 through October 14, 2023.  Should she receive any more she would need to contact us back and provide proof that the plates have been cancelled with her local CA and CO  DMV..  Customer can reach out to us for further information. 

  Thank you. 

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At some point in the last year, I supposedly drove through an *********. However, the statement I received in June of 2023, did not include any identifiable information but was mailed to my address. Upon calling their call center, they were unable to prove that it was my vehicle and told me it must be a mistake 9apparently this is common). In August of 2023 I received another notice, stating I owed an additional fee of $20 in addition to the initial fee of $17.60. I was also being charged an additional fee for them contacting the *** in order to verify my address. Apparently, they were using an old address for me and were unable to verify because I had an unmanaged account with missing information. I called again, however this time they were able to provide the license plate number of my vehicle. The representative I spoke with stated they would remove the *** fee if I could prove I lived at my current address during the time of the toll. I emailed them a copy of my registration and proved my address has been the same for the last 10 years. They agreed to remove the fee, so I paid the initial toll fee of $17.60 on August 30th. I've attached the statement showing the charge. My understanding is this was closed out, however in Sept 2023 I received another notice that I now owe $22.60. Today 11/13/23 I received another notice from a collection agency stating I now owe $42.60. This company is absolutely dysfunctional and a bunch of crooks who do nothing but harass and tack on fees to threaten people. I have already paid them as shown in my statement, yet now I have a collections agency coming after me. This needs to stop!

  Customer Answer

  Date: 11/14/2023

  Hi - after speaking with **** at the **** service center, I was able to get additional information regarding the charge. The statement I received was blank, so I was unaware it was for a different vehicle. I have paid the toll fee and this bill should be closed. Please **** this complaint as resolved. Thank you!

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to us,

  Customer did reach out to us today and spoke with a customer service representative.  There was some confusion on transactions that were disputed back in August 2023, those were for a ****** with plate 009XDT in which customer did settle and pay only tolls of $17.60.  It appears when he settled transactions for the ****** there was a separate statement that had gone out for another vehicle being a Ram  with plate  BXEF21 totaling the same toll amount of $17.60.  The first bill did include the plate information and transactions to show they were different.  I have attached the original bill.  The customer service was able to waive the additional fees and settle for original tolls.  Our system will bill transactions on separate statements if there is a name variation as in this case of **** vs ******* and different address.  We apologize for any confusion this has caused the customer, he can reach out to us with additional questions.  Thank you. 

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized the **** Tollway by accident sometime in June 2023. I called their customer service line to immediately pay to total of the toll. I was told that the toll did not show up and that they would mail me a notice once it registered. For months, I did not receive any mail until I received a notice in late August saying I owed $30 including late fees. I have no problem paying what I owe but I will not be paying fees when I did my due diligence. I even reached out the ********** ************************************* to dispute these charges. I was immediately denied and told to pay an additional $25 civil penalty. I now owe a total of $56.25 or $66.25 if I would like $35 added to my account for prepaid tolls. These is a quick money grab from a company I would actually like to support. Once again, I am willing to pay my original fee for the tolls that I was unable to pay for, but I have never received an invoice with accurate information. I would like to rectify this issue as soon as possible.

  Business Response

  Date: 11/22/2023

  Thank you for reaching out to us,

  Through our License plate toll process cameras will photograph the front and rear license plate as the vehicle goes through our toll road and a statement is sent to the vehicles owners address on file with the department of motor vehicle at time of usage.  We do show the first bill with the address in *********** **, sent just after the start of February 2023.  We do partner with ************* which is a service that uses ************* ************** Destination Informed Visibility ( IV) service to track automated , first class, standard mailing by sing Intelligent mail barcodes, so we can better measure mailing effectiveness.  After mail is dropped at the postal service from the *********** ************* collects step by step delivery information from postal facilities on the pieces / delivery paths and maintains the data on a secure server.  This helps us gauge delivery effectiveness.  Upon tracking we show all mail pieces went successfully through mail stream. The first bill which includes the details of the transactions / tolls of $ **** for usage in December was mailed out just after Feb 2023.  In very rare cases customers do mistake our mail for junk. We also do show 8 additional license plate toll bills, one each month after the first. one.  The customer did proactively call after they used the road in early January, but the transactions were not processed in our system yet.  After each billing goes unpaid there are additional charges incurred for processing and mailing & going delinquent.  We will be more than happy to waive most of the fines and fees and reduce the balance to $11.00 ( which includes tolls of  $**** and a $5 late fee.  Customer can go to our website ************************** and pay the balance and or call our service center before December 2 to pay and or can call us too.    Thank you.

  Customer Answer

  Date: 11/27/2023

   
  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.
  
  Sincerely,
  
  Lexxus Washington

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fell behind on my bills, I have no problem with paying my balance. My concern is that I set up a payment arrangement under false pretenses. I asked if I set up the arrangement if I could be added to my employers account so they could pay future charges and I was told it would be possible. The next day I tried to add myself to my employers account and it did not let me. The same rep also told me that any new charges would be billed the same day and not be added to my payments/bills, the next few charges were not taken from my card on file and instead were added to my bill. This business does not supply ****************** to their employees and so customers get wrong answers to collect money.

  Business Response

  Date: 11/22/2023

  Thank you for reaching out,

  All of our payplans require past due amount ( and or payment agreement amount)  and current tolls be paid and or keep current with the stipulated *******.  Information is also listed on the ******* agreement.  A supervisor did listen to the call and the customer service agent did not tell the customer the new tolls would roll in as part of the payment plan agreement.  The customer did inquire about the ********************** being added to his employers account and the agent did tell him it would not be an issue if and when the employer called to add it.  The customer did renew their *********************** back in September, but they are subject to hold again upon renewal due to the ******* being cancelled.  A supervisor did reach out to *********** to offer to reinstate the payment plan and if the employer could call in to authorize or add the vehicle to the account we will as a courtesy due to the agent confusion about new tolls during the payment plan set up.  Supervisor ****** has reached out and left several messages for ************ as well as an email and has not had a response from *************  ************ can call our service center and request to talk to Department Supervisor ****** for a new set up of Payment Plan.  

   

  Thank you.

   

  ******

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20811568
  
  I am rejecting this response because:

  It should be in the call that the first representative did not make it clear that new tolls would be added to the next months bill thus increasing the amount and said that the tolls would be "charged automatically" and therefore my understanding was that new tolls would be charged to the card used for the initial payment plan. I received misinformation multiple times to the point that the last rep I spoke with even stated that she did need to retain her staff and that should be in the recording in the final call I did, that to me makes them liable for misinformation. I have scheduled a call with ****** and will wait to speak with him about this more to see if him and I can come up with a more viable solution. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since April 2023 - I have been receiving Express Tolls that are not mine. **************** has promptly reversed the charges and have also flagged my account. It appears that someone has a plate number with the last digit off. Express Toll has flagged the account, however, I was told they are not perfect and I could continue to received statements due to the plate numbers being so similar. They do bill the correct registered plate number, however, I shouldn't have to call almost every month to let them correct my statement. I'm not sure what can be done, but I have requested that if I have to change my plate - Express Toll should pay for it - however - I never get a reply who I can contact to discuss this matter. I would like to get this resolve so that I don't have to keep calling each month.

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to us,

  We apologize for the experience and for sending out the bill in error.  After further review of the transaction the plate in question was misidentified.   During the image processing review, the quality of the image can be affected by weather, glare or time of day.  To ensure this does not happen in the future, we have put the plate number in a special image review queue to look at image information again before the bill goes out through our normal process.   We have also noticed the customer with the other ********************** has an Expresstoll account but needs a new transponder so that the transactions read via the transponder.  We have reached out to them so they can get a new one to avoid this from happening.  We do apologize this has been an ongoing issue and this should fix it.  Customer can reach back out to us if there are additional question.  Thank you