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:09/20/2024

  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.

  I drive a 2020 Kia ******* which is a 2 axle passenger vehicle. The cost to use the toll for this vehicle class is $2.90; yet I am being charged $7.90 per toll as a 3 - 4 axle vehicle. This is not the first time I have been charged this. I need a credit of $15. I am also filing this complaint to alert other motorists of this scam that is being pulled when clearly there is a picture attached to every missed toll.

  

  Business Response

  Date: 09/20/2024

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. To ensure that drivers are aware they are driving on an electronic tolled facility, we have posted toll notification signage in advance of every entry point to our bridge; you can see our standard toll rates at *************************************************
  The 2020 Kia ******* traveled without a valid E-ZPass/I-Pass, resulting in a $7.90 pay-by-plate rate.  It is essential that your E-ZPass/I-Pass account remains up-to-date and properly mounted at all times in order to receive the lowest toll rate.
  As of today, your balance is $23.70. Payments can be made free of charge by phone or online. 
  If we can be of further assistance to you, please contact the *********************** at ************** Monday through Friday 8 AM to 6 PM Central Time or visit us online any time at *******************************************************.

• Initial Complaint

  Date:09/10/2024

  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.

  Notice Number ******* Notice date: 9/3/24 Amount due: $7.90 License plate: ******* This is not my vehicle. I have not been anywhere near the Cline Ave Bridge and did not cross it. Also, S761954 is not my license plate. I don't own a car registered in *******. Please eliminate the toll charge and discontinue pursuing the claim.

  

  Business Response

  Date: 09/13/2024

  It was a pleasure speaking with you.  Thank you for the opportunity to address your concern.  As we discussed earlier, upon review of the image associated with the toll transaction, we have confirmed the information collected is accurate. Our records are obtained directly from the Bureau of Motor Vehicles (BMV).
  As of today, your balance is $7.90. Payments can be made free of charge by phone or online. If we can be of further assistance to you, please contact the *********************** at ************** Monday through Friday 8 AM to 6 PM Central Time or visit us online any time at www.clineavenuetolls.com.

  Customer Answer

  Date: 09/13/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:09/03/2024

  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.

  We recently moved to ******* for IL. We went through a toll twice in July. We thought that the car was on our iPass but there was a clerical error that has since been resolved. Now what was two 7.90 charges, have increased to $862 over a months time. This is a 5359% increase and should be illegal. Cline Ave Bridge toll will not settle for the lesser amount of $7.90/per toll.

  

  Business Response

  Date: 09/04/2024

  It was a pleasure speaking with you.  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency.  As we discussed earlier, you have traveled our tolled facility over 20 times between 03/14/2023 thru 07/23/2024.  We have attempted to contact you using the telephone number provided more than 30 times to inform you of the outstanding balance.  Additionally, we have mailed 7 statements to the registration address advising of the increasing balance due to non-payment.
  We offered a reduction on 09/04/2024 to help resolve this matter.  However, you declined the offer.
  As of today, your balance is $862.57.  Payments can be made free of charge by phone or online.
  If we can be of further assistance to you, please contact the *********************** at ************** Monday through Friday 8 AM to 6 PM Central Time or visit us online any time at www.clineavenuetolls.com.
  

• Initial Complaint

  Date:07/01/2024

  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.

  I was told to provide EZpass information for the month of April, after they received, I was asked to send in a screen shot of when EZ pass was activated to my plates. Please review Cline Ave to assure they are accurate on charging late fees. Thank you.

  

  Business Response

  Date: 07/01/2024

  It was a pleasure speaking with you.  Thank you for the opportunity to address your concerns.  As we discussed earlier, the transponder was not detected in your vehicle. After reviewing the images of the transaction, it was revealed the transponder was not properly mounted at the time of travel.  Failure to properly mount the transponder, or incorrect placement may result in the devices failure to read, which is the reason for your toll violation notice.  Thank you for processing a payment and if we can be of any further assistance, please feel free to reach out to us directly.

• Initial Complaint

  Date:06/06/2024

  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.

  I am being charged/penalized $7.90 for using the Cline Ave Toll Bridge on 5/20/24 although I have an I-Pass mounted in the vehicle. There is never a problem with a I-Pass transponder when I use the INDIANA toll road, so i know it is working and the account is auto-credit to a charge account. Also other vehicles in my home are also charged/penalized for using the toll bridge although they are equipped with I-Pass transponders on the same account as well. This is not the first time its happened and seems to occur every time the Cline Ave toll bridge is used.

  

  Business Response

  Date: 06/12/2024

  Thank you for the opportunity to address your concern.  After reviewing the toll transaction, it appears this vehicle crossed the Cline Avenue Bridge on 04/24/2024.  The investigation determined the transponder was not detected, nor were your license plates listed on the I-Pass account at the time of travel. I recommend contacting I-Pass to verify that your transponder was functioning properly.  Thank you for processing the payment.   If we can be of any further assistance, please feel free to contact us.

• Initial Complaint

  Date:04/21/2024

  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.

  I received a toll violation notice in my mailbox on 3/2/24 that included a toll as well as a fee for nonpayment. Upon logging onto www.ClineAvenueTolls.com, I saw a first notice dated 1/17/24 that I had never received in the mail. On 3/3/24, I filed a dispute with Cline Ave to refund the $15 fee as I was unaware that I owed money.After no response to my dispute, I paid the $6.75 toll on 3/23/24, before the listed due date of 3/24/24. I also filed a second dispute on 3/23/24 letting Cline Ave know that I have paid my toll and expect to have the fee refunded. Cline Ave emailed me on 3/26/24 offering a courtesy refund. I did not notice at the time that I had to call in to customer service for the refund. Please note in that, Cline Ave advises calling before 3/5/24, which had already passed as of the date of the email. On 3/31/24, I had an email notice from Cline Ave for a third invoice for the $15 fee and an additional $20 fee. On 4/2/24, I called customer service about the fee. The customer service rep said she could only refund the $15 that day. She verified that the $15 was refunded, made a note on my account about my request for fee waiver and suggested I submit another dispute for the $20 fee, which I did.The response to my third dispute was to call in prior to 4/12/24 to have the $15 fee refunded. I received this email the day customer service had refunded the $15, so I did not call again concerning the $15. Please note the date provided is 10 days after the email response.Given this, the first email response cutoff would have been 4/5/24 (10 days after 3/26/24). I called within the appropriate window, but the statement cut-off was during the given time frame.Furthermore, as of 4/16/24, Cline Ave has my outstanding balance listed as $35 ($15 and $20). I have provided my account detail showing the credit to my account and a subsequent debit. I am asking that Cline Ave waive the $35 in fees and that there be no subsequent fees on my account.

  

  Business Response

  Date: 04/22/2024

  We appreciate the opportunity to address your concerns.  The fees were assessed due to nonpayment by the due date of the initial notice, which was on 02/16/2024.  Notices are sent to the address provided to us by the ****** of ***** Vehicles.  To assist you with resolving this matter, we will waive the late fee as a one-time courtesy leaving your account with a zero balance.  We recommend our customers obtain an E-ZPass or I-Pass. This allows drivers a fast and efficient way to manage toll expenses at a lower toll rate.  Thank you for your payment on 03/23/2024.  If you have any questions, please do not hesitate to contact us.  

• Initial Complaint

  Date:04/17/2024

  Type:Order 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 is trying to scam me by saying I used their bridge in *******. This license plate on that vehicle is not even an INDIANA plate but the numbers they claim them to be are from a temporary one issued to me by the Indiana *** for a 2002 s-10 truck in March. You can clearly see this is a car and the 8*9 in the center looks like it has been altered in some way. The * looks like it has been drawn on. They sent me a notice threatening if I do not make a payment to them they are going to add fees and more money on. At first I thought this was a scam until I went to my local *** who informed me I was the 2nd person this week in there and was fraudulently being charged by this same company; my town is 4 hours or so from ********After waiting on hold for 20min I finally spoke to an agent telling me that they would try to enter a dispute on my behalf and I would hear something within 72 hours.The fact I had to take my own time to go to the *** and call this company is outrageous. Just because a company exists does not give it the right to attempt to charge someone ***** nilly. If they would have even verified the plate (which somehow they fraudulently tried to trace the plate back to me) they would have the numbers they claim are mine is registered to a truck. The plate in the photos looks like it is 3*9 not 8*9. Businesses should be held accountable sending FALS* notices to people.

  Customer Answer

  Date: 04/26/2024

  I am being billed for crossing this bridge near ******* and they claim this vehicle plate is registered to me. If you look carefully you will see the plate number they claim is NOT the same as the plate on the car. That plate number they are claiming was my temp plate for an S-10 truck, not a car. The statement reads they are going to bill more money if this isn't paid. This should be considered a scam if they are billing people in error. This is fraudulent and not sure why a business is allowed to send bills to people before looking at the numbers on the plate. I had to take off work to go to the *** who advised me other folks have had this same issue the same week I received this statement. I will also look into filing complaints with the Governor's and Attorney General's offices as well.
  
  Desired Resolution:
  Billing Adjustment

  

  Business Response

  Date: 04/26/2024

  It was a pleasure speaking with you on April 26, 2024.  We appreciate the opportunity to address your concerns.  As we discussed, it was determined on April 25, 2024, you were not liable for the toll transaction in question.  All transactions in question have been cancelled and you are no longer liable for the balance.  We apologize for any inconvenience this may have caused and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:04/10/2024

  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.

  This is my first time going on Cline Avenue North Bridge Eastbound. I paid two tolls in cash prior to this bridge. There was no clear communication about a toll for this bridge. No one in the vehicle with me had a clear understanding of whether there was a toll. There was no way to pay in cash. I was in a rental vehicle with no transponder. I just received a notification from Enterprise about this unpaid toll from 3/29/2024 at 6:59 p.m. I'm very unhappy that there wasn't clear and precise information about this toll as well as a way to pay in cash like the other tolls we paid. I just told my family I refuse to take them to Hard Rock Casino in the future because of this experience.

  

  Business Response

  Date: 04/11/2024

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. To ensure that drivers are aware they are driving on an electronic tolled facility, we have posted toll notification signage in advance of every entry point to our bridge; you can see our signage at *************************************************.
  We are an all-electronic tolling facility to make travel fast and efficient for our customers and we don't issue tickets. We recommend our customers obtain an E-ZPass or I-Pass. This allows drivers a fast and efficient way to manage toll expenses at a lower toll rate. why here...

• Initial Complaint

  Date:04/08/2024

  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.

  They are scamming me, and trying to over charge me for things I never knew about. And saying they sent me stuff that I never gotten. My ticket is only supposed to be six dollars. Im being over charged for not being aware of this matter which I think is unfair an injustice. They are scamming me out of money. I should not have to pay extra if I moved and I knew nothing about it. Its not fair nor is that really a justification.

  

  Business Response

  Date: 04/09/2024

  Thank you for the opportunity to address your concern. Our Pay-by Plate customer data is provided by the ****** of ***** Vehicles (***). Our records show that the address we had on file at the time of travel was *************************************************************-1909.
  The ****** of ***** Vehicles (***) was contacted on your behalf to verify your vehicle registration address.  The investigation determined that the last update was on 05/31/2023 to 5562 *******************************************************  The address in question remains the same and has not been updated with the ***.  We strongly advise getting in touch with the *** to make the required changes. 
  When you contacted us on March 16, 2024, we made an effort to work with you. We did not receive the *** documentation that you offered to provide to support your address change.  To resolve the account,please remit the full balance due of $54.28 at your earliest convenience.  
  For ease of future tolled travel, we recommend keeping your E-ZPass or I-PASS up-to-date,properly mounted and fully funded to receive the lowest toll rates available and eliminates the need for mailed invoices. As always, we remain committed to providing the highest level of customer service. Please contact us if you have any questions.
  

  Customer Answer

  Date: 04/09/2024

   I am rejecting this response because:
  
  I only seen one letter in April not March!! I didnt know anything about this. Its injustice to charge me for something I never knew about, or even have a chance to confront this as Im doing now. I dont mind paying the appropriate amount which is 6.00 but for other charges I never knew about I should not be charged. I have been corporating. When I first got my first letter I immediately called to see what it was. I think its a scam and injustice to put charges on people for things they never saw. Thats very injustice 

  

  Business Response

  Date: 04/10/2024

  Thank you for the opportunity to address your concerns.Based on your response, we reviewed your account, and the following was determined:
  March 16, 2024, a WEB Message received from ******************
  March 18, 2024, you contacted our customer service department.
  March 19, 2024, a WEB Message received from ******************  
  March 19, 2024, a WEB Message received from ******************  
  March 25, 2024, you contacted our customer service department.
  March 26, 2024, you received a call back from a supervisor.
  April 8, 2024, a Web Message received from ******************
  April 8, 2024, you disconnected the call, after receiving a call back from a supervisor.
  We offered a reduction on 03/26/2024 to help resolve this matter.  However, you declined the offer and stated you would submit documentation from the ****** of ***** Vehicles (***).  We contacted the *** on your behalf and they confirmed that the address we had on file at the time of travel was accurate.
  We are happy to assist with resolving your accounts with a payment plan, if necessary.
  As always, we remain committed to providing the highest level of customer service.  ***************** Team is available if you have any questions.   At this time we consider this matter closed.

• Initial Complaint

  Date:03/20/2024

  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.

  On October 5, 2023 I drove over Cline Avenue Bridge on my way to ******* as it was my only option while driving that direction on the way. I saw a sign that said the toll would be collected via license plate. In February, my husband starting receiving calls from "Cline Avenue Bridge" asking to speak with me. When he inquired what the calls were about, the person would give zero information. They did not explain they were a toll collection company with a bridge in *******. We both believed the calls to be a scam because they were scam-like in nature. Finally, when I ******d "Cline Avenue Bridge," I still believed it was a scam. I called the company. When I asked the man who answered what his business was and why he needed my information, he literally would not tell me. I asked him directly "Is this a toll collection company for a bridge in *******" and he said "I can't tell you that until you give me your license plate number and your home address." Instead, I contacted the **** and confirmed with them that Cline Avenue is a privately owned and operated bridge. I finally made contact with them and just spoke to a woman. They supposedly sent 4 late fee notices to *our old address* and a toll which would have been $2 was increased to $50 because they sent the invoices to our old address. My registration is updated with my current address is the **** DMV database. ********** issued ** a toll invoice in 2022 to the correct address on the same vehicle. She waived the $30 in late fees, but I still had to pay $20. This entire operation is run like a scam. Numerous ****** reviews also indicate that even customer's EZ passes don't work. Obviously, they are making money by charging people for uncollected late fees.

  

  Business Response

  Date: 03/22/2024

  It was a pleasure speaking with you on March 20, 2024.  We appreciate the opportunity to address your concerns.  As we discussed, three invoices were mailed, however we did not receive returned mail. 
  Additionally, I would like to address your concerns regarding not providing your husband with your account information.  Our customer verification process is essential for our company to protect your privacy. 
  We would like to thank you for your payment. As always, we remain committed to providing the highest level of customer service.
  We highly recommend that you obtain an E-ZPass or I-Pass.This allows drivers a fast and efficient way to manage toll expenses at a lower toll rate.   It is important to ensure that your E-ZPass or I-PASS account is properly funded, transponders correctly placed, and license plates up to date.