Complaints

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:02/22/2024

  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.

  The Northwest Parkway company is a poorly run, dishonest business. They harass and threaten people with collection letters. They make mistakes like they did with my family by forgetting to add one of our cars to the account, never sending emails or bills until they've sent you (me, in this case) to collections. They say they've sent bills but they didn't/haven't and they have nothing to prove that they did. I called when I received a threatening letter about a $6.20 toll on one of my son's cars only to be told they would take $77, then $37, then $27. How about the $6.20 I owe? And how about they fix their error with my account, admit they missed it when my husband called last fall, we pay the $6.20 and then we move on?I can't imagine how much they are extorting the elderly, non-English speaking and hourly workers who can't make calls and advocate for themselves when they are harassed by Northwest Parkway.

  Business Response

  Date: 03/05/2024

  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:11/08/2023

  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.

  On August 22, 2023 I drove on Northwest Parkway in ************. I then received a bill for $3.50 that I paid on Oct 10th, 2023 via my checking account. I just received a bill on November 2, 2023 for $9.30 due to a denied ACH withdrawl from my bank. I called my bank and they never even received the charge and never denied anything. I then called the customer service line and spoke to 2 different women that told me my bank had denied the payment of $3.50 and thats all they could see. When I told them that my bank never received this they just said they couldnt help. I explained to them that I want to see which bank denied the charge as Northwest Parkway had charged my account in the past for someone elses fee even though all the info they had was for the other person. They told me that and refunded my money. So why now do they not have any info on this charge being denied. My bank had even told me that they have seen this before and it was due to errors with Northwest parkway and their billing system. So I have to pay fees based on a "trust me" logic on Northwest parkway.

  Business Response

  Date: 11/16/2023

  To Whom it may concern,
  
  Please find attached our review and response to this complaint.
  
  Let us know if you have any other questions.

  Sincerely,

  Northwest Parkway, LLC
  

• Initial Complaint

  Date:10/23/2023

  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.

  Even with proof of a toll pass. NW parkway will not reverse over charging me for them being wrong in thinking I didn't have a toll pass for **** and NW parkway.

  Business Response

  Date: 11/02/2023

  To Whom it may concern,
  
  Please find attached our review and response to this complaint.
  
  Let us know if you have any other questions.

  Sincerely,
  
  Northwest Parkway LLC

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service 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.

  First received bill was a final notice before collections for $189.60 on a $5.20 toll of which I was never notified. This is completely unacceptable.

  Business Response

  Date: 10/30/2023

  To Whom it may concern,
  
  Please find attached our review and response to this complaint.
  
  Let us know if you have any other questions.

  Sincerely,

  Northwest Parkway LLC
  

• Initial Complaint

  Date:08/30/2023

  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 was sent to collections and was never sent a bill. Now I have to prove that they never sent me a bill.

  Business Response

  Date: 08/31/2023

  To Whom it May concern:
  
  Northwest Parkway Management team spoke with ************** directly on 8/30/2023 and 8/31/2023.  This account has been resolved and is also PIF with a zero balance.

  Sincerely,

  Northwest Parkway, LLC
  

  Customer Answer

  Date: 08/31/2023

  I cannot say that the process was acceptable in any way. I was not only forced to prove my innocence but was also asked to request the Utah DMV to jump through hoops, which I doubted they would be willing to do. In total, I spent over two hours being stonewalled and made to feel as if I was the one at fault. I was even told that I could pay $30 to make the whole issue "go away," which is as unscrupulous as it gets. Yes, I admit I drove on a toll road, and I owed them $5.40. They sent mail to an address provided by their "systems" and policy. However, after multiple letters were returned, they took no other action except to send this to a collection company, subsequently increasing the fees by a staggering 932%. I presented irrefutable logic that I was never informed, yet they provided absolutely no reasonable path for either me or them to correct the error. I was stubborn enough that eventually, I spoke to someone who allowed me to pay the toll of $5.40, and we would be on our way. However, I do not consider this matter closed until their collection company sends me written notification, as per their company policy, confirming that this matter has been cleared in their system.

  
  Northwest Parkway could certainly do better. This situation underscores the need for a comprehensive review of their processes and policies to ensure that they are fair, transparent, and allow for the correction of errors without placing an undue burden on the customer. It is the organization's responsibility to take responsibility for their mistakes and rectify them promptly and fairly. I deserve an apology, not only for the initial mistake but for the way in which the situation was handled thereafter. There are significant improvements to be made in the customer service and dispute resolution processes of this organization.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20541515
  
  I will not consider this matter closed or resolved until Northwest Parkway's collection company sends me written notification, per their company policy, that this matter has been cleared in their system. I was told by Northwest Parkway's representative that this could take 6 weeks. I hope to see a written response by Thanksgiving.
  

  While I acknowledge that the matter is nearly resolved, I cannot say that the process was acceptable in any way. I was not only forced to prove my innocence but was also asked to request the Utah DMV to jump through hoops, which I doubted they would be willing to do. In total, I spent over two hours being stonewalled and made to feel as if I was the one at fault. I was even told that I could pay $30 to make the whole issue "go away," which is as unscrupulous as it gets. Yes, I admit I drove on a toll road, and I owed them $5.40. They sent mail to an address provided by their "systems" and policy. However, after multiple letters were returned, they took no other action except to send this to a collection company, subsequently increasing the fees by a staggering ******%. I presented irrefutable logic that I was never informed, yet they provided absolutely no reasonable path for either me or them to correct the error. I was stubborn enough that eventually, I spoke to someone who allowed me to pay the toll of $5.40, and we would be on our way. However, I do not consider this matter closed until their collection company sends me written notification, as per their company policy, confirming that this matter has been cleared in their system.

  
  Northwest Parkway could certainly do better. This situation underscores the need for a comprehensive review of their processes and policies to ensure that they are fair, transparent, and allow for the correction of errors without placing an undue burden on the customer. The organization needs to take responsibility for errors built into their systems and rectify them promptly and fairly. There are significant improvements to be made in the customer service and dispute resolution processes of this organization.

   

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

  Customer Answer

  Date: 08/31/2023

   will not consider this matter closed or resolved until Northwest Parkway's collection company sends me written notification, per their company policy, that this matter has been cleared in their system. I was told by Northwest Parkway's representative that this could take 6 weeks. I hope to see a written response by Thanksgiving.

  Customer Answer

  Date: 08/31/2023

  I would be happy to make this matter resolved once I have the written proof that my name is cleared form their collection company. I will reach back out once I receive that which I expect will be later in November. 

• Initial Complaint

  Date:07/31/2023

  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 keep getting billed for tolls even though I paid in full in June of 2023 from statement ******** . I would like my account updated and the collections letters to stop being mailed. I used your tolls in April of 2023, I received a bill that I could not afford at the time. By the time I got the collections letter, I was able to pay before the due date. The day after the due date, I received an invoice for $200 for the same tolls. I then received another invoice for the same tolls but at a lesser value. Today 7/31/23, I have received yet another collections notice. I have not used the tolls since April so it is *not* possible to have racked up more charges. I feel like I am being bullied since I let my ******** lapse because I could not afford the $35 refill cost.

  Business Response

  Date: 08/12/2023

  To whom it may concern:

  Please see attached response.

  Sincerely,

  Northwest Parkway, LLC
  

• Initial Complaint

  Date:07/18/2023

  Type:Delivery 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.

  Received toll bill for $6.80 on a toll road Ive never driven on.

  Business Response

  Date: 07/20/2023

  To Whom it may concern:
  
  Northwest Parkway Supervisor spoke with ********************** today and resolved this complaint. 

  ********************** advised he was thankful for the call and the quick resolution. This complaint is considered resolved and closed.

  Sincerely,

  Northwest Parkway, LLC
  

  Customer Answer

  Date: 07/20/2023

   
  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:05/31/2023

  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.

  **** received back in January. Initially thought it was a false bill/scam as I had never received anything from go pass in the past. No follow up letters were sent or attempts to collect. Received a bill from a collector for $53 and they refuse to accept the original debt after contacting them. Complete scam and should not be allowed to do business in ********. Shame on the ****************** for letting this take place. Its obviously a complete scam to collect extra fees at the click of a mouse.

  Business Response

  Date: 06/13/2023

  To Whom it May ********************* see attached response.

  Sincerely,

  Northwest Parkway LLC
  

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to be sufficient since I do not wish to waste anymore of my time on this matter. Although, I do not agree with the practices of Northwest Parkway. Literally, highway robbery. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/22/2023

  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.

  Toll road is claiming I have unpaid bills dating back to 2020 - all of which have been paid in full. Randomly, starting in February 2023 I started receiving 'past due' notices. I have even sent them credit card statements of the paid bills and they still send this ******************* to collections. Scam!

  Business Response

  Date: 06/02/2023

  To whom it may concern:

  Please see attached response.

  Sincerely,

  Northwest Parkway, LLC
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20090026
  
  I am rejecting this response because:

   

  Missed the 7 day window due to travel.

   

  I've received the response from NW Parkway. I have no record of ever receiving a bill or past due notices of any of these charges. Attached are the documents.. As you can see starting in Feb they're claiming a usage bill with fees dating back to 2020 of which I have received ZERO bills or late bills for.

   

  See attached for the series of bills they sent me for 'unpaid' use fees. Notice how each month they sent a new notice where they somehow 'discovered' new usage bills from 2022 and added them to the bill. How can I pay a bill that I never received? This seems sketchy..

   

  ****
  

   

  --

  *******************************, Ph.D.

  ******************************* LLC Consulting

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

   

  EigenVision Photography

  Powder Concerto in G Minor

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

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

  Business Response

  Date: 06/26/2023

  To whom it may concern:

  Please see attached response.

  Sincerely,

  Northwest Parkway LLC
  

• Initial Complaint

  Date:05/16/2023

  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.

  Allegegly my vehicle traveled a toll road in your state on 06-16-2022 and 06-19-2022. On 02-08-2023 I recieved a letter from a collection agency/ attorneys office. Stating that I now owe $84.00 for 2 $4.80 tolls and late fees. I DID NOT recieve a bill or notice prior to being threatened by an attorney. I have no problem paying the toll if it is due. Upon doing a quick ****** search it seems there are hundreds of other people that are experiencing this same situation and being extorted by the same company. Why is the BBB or the attorney general office not doing anthing to protect consumers from these practices?

  Business Response

  Date: 05/26/2023

  To Whom it may concern:

  Please see attached response.

  Sincerely,

  Northwest Parkway, LLC
  

  Customer Answer

  Date: 06/14/2023

  To whom it may concern: This case has not been resolved the response from The North West Parkway was not satisfactory. The resolution offered was I pay $44.00 for a $12.40 debt. This bill would have been paid promptly and willingly if a bill was actually sent. The companies web page has 393 comments stating the exact same scenario. The company does not send bills they send you straight to collections to try and extort ridiculous amounts of money from you. Yelp shows the same thing. In fact any information you find on this company is story after story of people being extorted. Its very strange none of the bills they "send" make it to the vehicles owners but the questionable law firm they partner with has no problem getting bills delivered.

  Business Response

  Date: 06/26/2023

  To whom it may concern:

  Please see attached response.

  Sincerely,

  Northwest Parkway LLC
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20067040
  
  I am rejecting this response because: It's not even a response. It's a copy of the first Bill I ever recieved from them after I was sent to collections and charged ridiculous fees. I was never given a chance to pay the original toll amount. The first correspondance I recieved from this company was a collections notice. 
  
  Sincerely,
  
  *************************