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Business Profile

Toll Booth

Northwest Parkway LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toll Booth.

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/16/2025

    Type:Product Issues
    Status:
    Answered
    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 notice of collection for a toll obligation from Northwest Parkway. I never received a bill from Northwest Parkway. I did not drive on any toll roads. I tried to call Northwest Parkway to inquire about the issue and I was hung up on. I think the toll company and the debt collector are purposely running a scam. There are numerous similar complaints on BBB related to the same thing. I want this company to answer to this issue immediately and offer me a solution. I don't owe them anything.

    Business Response

    Date: 04/28/2025

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:04/14/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    They charged me for turning left off of 287 onto ****** road saying I used their highway (i did not) i have taken this way my entire life and now they are illegally charging people for taking ****** road...there are NO SIGNS anywhere on 287 warning if you turn left you will be charged and it's never charged anyone until now. I never went on their precious highway PERIOD i went on *****************. I called and the guy gave me an attitude and lied and said there are signs (there arent)! They are scamming people left and right for using ****** ROAD

    Business Response

    Date: 04/25/2025

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

    Customer Answer

    Date: 04/25/2025

     
    Complaint: 23204243

    I am rejecting this response because: the bill date is 4/8 - the day i used ****** ROAD from 287 the violation date is 1/25/25 which doesn't match the offense date that I used ****** road - ***************** doesn't have a toll way 

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:04/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 collection letter from an attorney for the Northwest parkway toll for $3400. I never received a bill. I received a bill for a different toll road, and thought I was paying Northwest Parkway in January 2023. I am being threatened with a lawsuit if I do not pay. $3400??? Absurd and ridiculous!! It was my mistake and I need to pay but not over 3 thousand!!!

    Business Response

    Date: 04/24/2025

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:02/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    2/1/2025, 2/18/2025 I I have been sent bills in which I agree I owe, I've tried to pay on their website. Their website is down. I called to pay, waited over 45 minutes on the phone for the associate to tell me they couldn't take payment over the phone and that I should try to pay at a later date. I received another letter charging me an additional $0.85 (two time) for having to mail me the bill. I tried to call again today to pay and waited 53 minutes on the phone and then the call was disconnected. I WANT TO PAY this bill but they give me to choice to do so. Today, I want to the bank and got a paper check so I could mail it to them. Not sure if they can cash it. I scanned the ** code on the bill, brings me to a page that says "NOT FOUND".

    Business Response

    Date: 03/06/2025

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

    Customer Answer

    Date: 03/06/2025

     
    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.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:02/01/2025

    Type:Order Issues
    Status:
    Answered
    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 recently moved to ******** and we were trying to settle down into our house 3 months ago. Our vehicle had AZ license plates on and we were trying to get **lorado driver license, registering our vehicles from ** to ** plates and also switching our address on it. We didnt see any toll bills until now and there is a whopping amount of $1500?!? $25 each? Thats over $1200 in fee that we wont be able to pay it and will most likely go into collection. i can understand late fee but $25 each time for the toll is outrageous!!!! i will pay but definitely not that amount they are asking for.

    Business Response

    Date: 02/14/2025

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Answered
    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 company is charging a ridiculous amount of $851.45 for tolls that had a much small beginning balance. I have had several address changes and did not receive bills. I'm asking the business to reduce the total to the original tolls and I will pay it. The amount they are asking is extortion.

    Business Response

    Date: 11/27/2024

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:11/12/2024

    Type:Product Issues
    Status:
    Answered
    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 notice from a collection's agency that I owed money to NW parkway. After looking at the plate number I realized I haven't owned that vehicle in nearly 4 years. The incident in question resulted from a traffic accident where I was directed by a police officer to take NW Parkway as a detour. I asked the officer if there would be a toll and I was told "not if I'm telling you to take a detour".After many attempts to reach an individual at NW parkway I finally got in touch with someone by calling Expresstoll and being transferred on a back line. The individual was absolutely unprofessional and berating when I explained the situation. I was told that law enforcement would have a record of the detour but after talking with ********** **, Lafayette PD and the sheriff's office I was told they do not keep any records of detours resulting from accidents and that this isn't the first time they've had this issue.The individual at NW Parkway I spoke with said 3 different toll bills had been sent out wihin 90 days of the incident and asked why I never reached out. After checking my **** account which has scanned images of ALL pieces of mail delivered to my mailbox I have never received anything from NW Parkway unti the collection letter from a 3rd party. Impossible to contact about a toll when you are never notified. I explained this and was told that "It doesn't matter what proof you have and what the police told you to do, we are always right" in addtition to being told "Why did you listen to the cop? You shouldn't have listened to him".In conclusion, I shouldn't be liable for a toll on a road which I did not choose to take from a company that took 3.5 years to inform me that I owe.

    Business Response

    Date: 11/19/2024

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:05/22/2024

    Type:Billing Issues
    Status:
    Answered
    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 April 14, 2024, I exited off of I-25 (a non-toll road) on the publicly available exit (Exit 228). The sign said it was both an exit and a point to merge with the Northwest Parkway toll road. I did not merge onto the toll road but merely exited I-25. I then received a bill in the mail for use of the toll road, even though there was no documented evidence of my vehicle entering the toll road. The company conceded that I did not use the toll road. The company had a photo of me exiting on Exit 228 (a public exit from I-25) and justified the charge as a "ramp fee" plus mailing and processing fees when I never entered the toll road for an total charge of $3.55 for taking a public exit. I contested this fraudulent charge with customer service who said "I am sorry I understand where you are coming from but I, nor anyone on our behalf or in our company, can remove your toll" and then later reiterated that [t]here is no other representative that can assist you with waiving the toll" (i.e., essentially "go pound sand") and that I could notify my government if I had an issue. I requested arbitration with a neutral third party and was told that Northwest Parkway would not participate and that I had to pay the fee by 5/29/24, or else be charged late fees.The agent at the ******************* of ************** said that such behavior constituted consumer fraud, however, since Northwest Parkway LLC privately manages the road, they are not under their purview.

    Business Response

    Date: 06/05/2024

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:03/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 3/17/2024 I paid my bill of $85.90 for tolls taken on their tollway. My tolls were a total of $26.00 and my fees were $59.90. They are charging a $25 late fee, this is a ridiculous amount and i would like to report them for price gouging. I understand a fee for processing and mailing, BUT $25 is absolutely too much. I am willing to pay a late fee cause it is my fault for choosing other bills as a priority for 2 months. But I want my complaint on file incase there is a lawsuit against them at some point for price gouging.

    Business Response

    Date: 03/26/2024

    To Whom it may concern,

    Please find attached our review and response to this complaint.

    Let us know if you have any other questions.

  • Initial Complaint

    Date:02/23/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 the letter that is attached reflecting a toll charge in ********. It correctly reflects my name and address. However, the license plate is not accurate. I was never in ********. I am being charged and toll and an additional fee for mail. I attempted to call the company at the number listed on the letter. The phone number disconnects the caller when following the prompt to connect to a customer service assistant. I assumed it was a scam letter as I see other complaints that are similar, but the site appears legitimate. I am left without means to request a correction if the ** Parkway is unresponsive to my email.

    Business Response

    Date: 03/05/2024

    To Whom it may concern,

    One of our **************** Supervisors reached out to ************************** and resolved this error over the phone.  

    This BBB has been resolved. 

    Let us know if you have any other questions.

    Thank you,

    Northwest Parkway LLC

    Customer Answer

    Date: 03/05/2024

    I was sent an additional email and am unable to access the message.  The BBB site states that the reference number is expired even though it just came through today 3/5/24.

Northwest Parkway LLC is NOT a BBB Accredited Business.

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