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.

close

Find a Location

E470 Public Highway Authority has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was the victim of an auto theft while out of town from August ***** for a friend's wedding in **************. I reported my car stolen on August 27th when I returned to ****** and discovered my car was missing from the parking lot. I was given a case number by ************* but was not given a police report. I received a toll bill in the mail for August 24 and 25 (8:23 pm, 10:42 pm, and 2:41 am). I called the ExpressToll ************** to explain that my car was stolen during those dates and to ask for the charges to be waived. I was told that I needed the official police report and that my case number would not be accepted. I called ************* who informed me that they charge $10-20 for a copy of the police report. I have already lost money due to this auto theft and I should not have to pay additional fees related to this crime. I then called the ExpressToll ************** and spoke to supervisors ****** and ********. I would like to say that ****** and ******** demonstrated compassion and empathy for my situation, but that would be a lie. I was informed by both that I would need to pay the toll fee or pay to get a copy of the police report. I offered to send a copy of my airline receipt and itinerary proving I was not in ******, insurance claim paperwork, and again my police case number but they were unrelenting and frankly, unhelpful. I am disgusted that this "company" treats victims of auto theft in this manner. Additionally, the utter lack of compassion, empathy, and service ****** and ******** possess is disappointing and sad. ***** public highway authority doesn't serve the people of ****** and further victimizes auto theft victims. It's disgusting.

• Initial Complaint

  Date:10/05/2023

  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 have an account with **** that has always been set up with auto pay. I received statement for $1200 without any details on the bill. I logged into my account which is listed as the first form of payment and my online statement shows it was current (less than 20$). I called to resolve the matter after a registration hold was placed on my car, but the representative was confused as much as I was as to what was going on. After talking to a specialist she informed me that the fees were accrued on my new car temp tags (not listed on the first two statements I received) and that I should have logged in through the statement ID vs my typical login to see the true balance. I argued with her that this was confusing and that the late fees should be waived (between 200-250$) and I should be given the typical discount for tolls since I was a member.I settled my balance but would like to be refunded the late fees and discount applied for the member rate. I have the two original statements that show minimal to no details on how the bill was accrued. I also have the statements from my account online that show my balance was always current.

  Business Response

  Date: 10/13/2023

  Thank you for reaching out to us,

  Customer did contact us to pay the debt earlier this month.  It appears the vehicle was not listed on customer ********************** Account as a requirement to get the discount via a transponder read.  If the vehicle is not listed on an Expresstoll account it goes through our License Plate toll process.  Our system takes a picture and reaches out to DMV for registration information to bill the customer.  The address we received from customer at  the time of usage was an address in **********.  After the supervisor spoke with the customer it appeared the address we received from DMV was a physical address and not a mailing address so the customer might have not received his original bills. If the customer has moved and the address has been updated with the postal service or NCOA ( National change of address) we do connect and get that information and will send future bills to the updated address.   That was the case for the customer.  When he first spoke witht an agent they waived part of the fees and customer paid in full.  Supervisor reached out to the customer and explained the process of needing to add a vehicle prior to usage to take advantage of discounted rate using the transponder through the Expresstoll account.  Supervisor was able to waive the remaining fees as a one time courtesy to the customer.  Should customer have additional questions he can reach back out to us.  Thank you.

   

  ******

   

• Initial Complaint

  Date:10/02/2023

  Type:Order 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 a few bills from you which I figured were a scam since Ive never driven to ******** in my life. Now I have a letter from a debt collector about this $9.60 bill that someone else owes. Is your company real or not? I will not pay this and you need to take care of this. The account number you all assigned to this is ***************. Please remove this charge and send a letter to me stating you did so.

  Business Response

  Date: 10/11/2023

  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.   in any event the customer does not make contact with us, a final quality check is done to prevent further aging and processing of the transaction.    Customer can reach back out to us if there are additional question.  We will send customer a letter of dismissal.  Thank you.

  ******

   

  Customer Answer

  Date: 10/12/2023

   
  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. So long as we receive the letter of dismissal of the bill, we will be happy. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Last toll bill sent was for registration hold. When call to pay bill I was told there is still another amount due and the amount sent to me was to only get it off hold for ************************************************ communications from this company stated the extra $55 dollars they were charging me. It also does not say this on any of the paperwork about only getting it off hold for only ***************************************************************** to permanently clear this account

• Initial Complaint

  Date:09/16/2023

  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 received a bill with ************: ********** from ExpressToll ************** thru mail the second time for a different transaction. It is a toll transaction in ******** based on License Plate Number. I have never been to Colorado and my car with the billed license plate never been to Colorado. I would like to complaint why they use my ********** license plate number and send me a bill from getting the address from DMV. I am worry about my privacy and how their system works because ExpressToll just use my ********** License Plate and send me the Bill which is incorrect.

  Business Response

  Date: 09/20/2023

  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.   in any event the customer does not make contact with us, a final quality check is done to prevent further aging and processing of the transaction.    Customer can reach back out to us if there are additional question.  Thank you.

  ******

  Customer Answer

  Date: 09/20/2023

   
  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,
  
  *************

• Initial Complaint

  Date:08/24/2023

  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.

  In late 2022 I received a letter from Express Toll with a statement number, but with no other information. Information such as license plate number, toll information, etc. was missing. I called Express Toll, who was unable to verify the vehicle license plate, so the agent told me it must be a system error and to ignore. I didn't hear anything else from Express Toll for approximately 6 months. I then received another letter with a statement number, but again no other identifiable information. This time the fee amount had increased. As instructed by the agent, I ignored the statement. The next statement I received was in August of 2023, again just the statement id and again the fee had increased. I decided to call Express Toll again. Upon calling, this time the agent verified the license plate (which was mine), no idea why the first agent was unable to figure this out. Also, they let me know that the reason the fee's increased is because they received the incorrect mailing address from the *** so they had to hire a collections agency to find me. So they are charging me for incorrect information provided by the ***? WTF? The agent told me that if I could send them a copy of my registration from August of 2022, showing my correct mailing address, the fee's would be removed and I would just owe the toll. I agreed to this and had no issue paying the toll itself. I then sent them a copy of my registration with the correct information from August of 2022.A few days later I received an email response stating that managed license plate toll accounts are self-managed and they do not verify the contact information with the ***. Therefore, they cannot accept a registration review for the late fees. (I have no idea what a managed license plate account is. I have a login?). I want them to make this right for their own screwup, incompetent employees, and ultimately for trying to s**** me over with fees they decided to accrue at no fault of my own.

  Customer Answer

  Date: 09/13/2023

  The business reached out to me and we were able to come to a resolution. The complaint can be updated as resolved. Thank you for the assistance!

• Initial Complaint

  Date:08/23/2023

  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.

  We received a bill form ***** Public Highway Authority (Express Toll) mailed 4/13/23 for a transaction date of 3/18/23. The ************ #**********. It claims that we were on ***** and went through ********* D North on 3/18/23 at a cost of $4.60. As we were in ******** and *********** at that time, we assumed it was a scam and did not replay to it. On 8/21/23, we received a letter from ********** *********************** and *******, LLP (a debt collector) in ************* for the amount of $29.60. ($4.60 plus $5.00 late fee, and $20.00 late fees). We have photos of my car with the license number in my daughter's driveway in ******** ** on 3/12/23 and photos of ** at our other daughters in ************ on 3/18/23. We also have EZPASS records and hotel receipts proving that we were in ** and ** at the time they said we were in ****** **. Can you please help clear up this charge?Thank you very much, *******************

  Business Response

  Date: 08/25/2023

  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.  As a secondary and final quality check all images are reviewed after the 3rd billing cycle 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 will mail out a dismissal letter to customer.  Customer can reach back out to us if there are additional question.  Thank you.

   

  ******

  Customer Answer

  Date: 08/25/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:08/11/2023

  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.

  The Public Highway Authority has continued to harass and threaten me with litigation for collection of a highway toll for a vehicle that is not mine. I have informed them in writing multiple times, called them, and even had to deal with their collections entity. They continue to send me collection statements with a picture of a vehicle that is not mine and a license plate that is not registered to me. The ************* BMV has confirmed to me that the plate is not registered to me. When I stated this to the Public Highway Authority, they told me that I needed to send them a statement from the **** At that time, I explained to them that it is their responsibility to be accurate in billing, not mine. They informed me they would "skip trace in **** and find the true owner". I said, "please do, you are going to find it isn't me". Then 8 days later I received another notice in the mail. This one included a notification that I have been assessed a civil penalty.I live in ****. I have never driven my vehicle in ********. I have confirmed that the plate and vehicle are not fraudulently registered to me via the **** **** This entity has heard these things and still done nothing to correct their errant billing. Instead they continue to harass and threaten.Resolution here is that they stop harassing me, fix their researching methodologies, and then go find the proper owner.

  Business Response

  Date: 08/25/2023

  Thank you for reaching out to us,

  After further research it appears the digits on the customer ********************** # were correct.  Through our license plate toll process, a picture is taken of the plate and the information is submitted to each state department of motor vehicle.  In this case they came back with the customer being registered as the owner.  Some states issue the same # of plate to multiple customers but what might differentiate them is the type of vehicle it might be or the county.  In this case it appears the numbers were correct but upon looking further the type of vehicle and our county code.  We have dismissed the transactions and the license plate toll statement.  We have also put the plate in our sensitive plate queue as a preventative measure to avoid this error from happening again.  We apologize for the confusion this has caused.  Customer can reach out to us should they have further questions. 

   

  Thank you

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

  Customer Answer

  Date: 08/26/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:07/20/2023

  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.

  After being overcharged for a trip on C-470's toll road I reached out to Express Toll to find a resolution. They informed me that they had updated their pricing to be based off each section of road instead of to a specific exit. I raised my concern that the signage on the roads all state the price to a specific exit, and that it list far less than what they are charging. The response I received was they are not responsible to update the signs to reflect what they are actually charging, and since my wife had paid the bill they refuse to negotiate it.

  Business Response

  Date: 08/02/2023

  Thank you for reaching out to us, 

  After further review of the interaction with the customers wife and customer service agent, there might have been some confusion to customer when the customer service agent explained that the segments / zones had changed last year on C-470.  This might have caused customer to think there is only one charge for continuous use of the entire stretch of the road, which has not been the case since the lanes opened.  C-470 has always charged by zones customer may use.  Signs are displayed to show rates per zone, upon entering or and upon continuing to an additional zone.  We have attached an example signage. More information is also available at *********************************************************************; *********** on the Express Lanes meets Federal and state requirements / guidelines.  We did go ahead and waive the tolls for the customer and refunded her payment as a one- time courtesy.  

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20351679
  
  I am rejecting this response because: The assertation that the signage was misunderstood is misleading. I have attached a picture of the sign that says a price to an exit, however what that sign means to them is it is that price per exit till that exit. While they have refunded me, they are refusing to update signage to correctly inform drivers of the actual cost. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising 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.

  On or around 4/18/2023 I received mailed correspondence from ExpressToll in reference to owing a fee for using a toll road in ******** (Statement ***********.) I'm filing this complaint because personally I was not in ******** at the stated time. My son (********************), and his fianc were and had been driving the vehicle legally registered in my name. The fact that ExpressToll tickets/charges the vehicle is CROOKED as indicated in numerous negative reviews! I'm asking that the BBB attempt to resolve this matter in an expeditious manner.

  Business Response

  Date: 07/13/2023

  Thank you for reaching out to us,

  All vehicles going through are  automatically a License Plate Toll customer on ***** if they are not registered as an ExpressToll customer. Customers drive non-stop through all tolling points and are billed later. When you drive through a tolling point, cameras will photograph your license plate, and a statement will be sent in the mail to the ****registered owner of the vehicle.  ******** Revised Statute 43-4-506 allows us to bill License Plate Toll customers transactions to the registered owner of the vehicle versus the driver.  Unfortunately, we have no way of knowing who drives each vehicle.  The transactions occurred in early April 2022 and we billed the registered owner to registered address at the time of *******************************************************  There were eight consecutive bills sent afterwards. We did get an unpdated address in August of 2022 and were sent to the address on file with this claim. Per notes, customer did reach out to us back in September of 2022, we did explain the process and he indicated that he would pay online but payment was never made.  At that time if was tolls of $8.80 plus $25 in fees, thus totaling $33.80.  Since the transactions have aged there are additional fees assessed.  Total balance now due is $78.80.  We still can as a one time courtesy to the customer reduce the balance down to $13.80, as it appears customer might have been confused with our billing process.  Customer can reach out to our service center and request a supervisor to waive the fees and take payment.  Customer should try and take care of this by August 13,2023.   

   

  Thank you

  ******

  Customer Answer

  Date: 07/24/2023

   
  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. For the record payment in the amount of $13.80 was made today, July 24, 2023, therefore closing out this dispute.

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