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:01/31/2024

  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 false claim of a toll bridge fee by mail despite not going through the bridge on the day in question. Your scanner had a false positive reading; I did not enter the lane to get on the expressway. I never entered or got off on this expressway. Please do not send me any more fraudulent bills by mail or have any collection agency contact me or I will get my lawyers to contact you for deception and fraud. I request that you remove any record of any attempt to collect funds for this error. I should not receive any mail bills going as of January 30, ****.

  

  Business Response

  Date: 02/02/2024

  ********************, I have attempted to contact you twice by phone, left voicemails on both occasions. Our records are obtained directly from the ****** of ***** Vehicles (BMV). Based on the information received, you are the primary registered owner of the vehicle captured in the image.  I will gladly investigate this further for you. Please send an email to ***********************************

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because: I do not wish to communicate without the intermediary of the BBB and the company keeps trying to avoid communicating via the BBB. The issues raised in my original complaint were completely ignored; I never claimed to not own my vehicle; I stated the fact that I did not use the toll lane and should not be charged as such. The multiple other complaints posted here and in other forums indicate I'm not the only person to have this incorrect billing occur.
  
  
  

  

  Business Response

  Date: 02/07/2024

  Cline Avenue Bridge is committed to maintaining the highest levels of integrity and transparency. As the registered owner of the vehicle,you are responsible for payment of the specified tolls. Failure to pay *** result in the issuance of a Notice of Toll Violation that includes administrative fees in accordance with IN Code 9-21-3.5-14(b). 
  As previously stated, if you could provide me with more information about your dispute and any supporting documentation, I would be happy to investigate this further for you. 
  Currently, your account has an outstanding balance of $6.75 and your due date is on 02/16/2024. Payments can be made free of charge, by phone or online.  

  Customer Answer

  Date: 02/08/2024

   I am rejecting this response because:
  It agains shirks the issue that their system made an error (not for the first time, as made clear from their other reviews)

• Initial Complaint

  Date:01/02/2024

  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.

  We received a notice from Cline Avenue Bridge in or about 10/2023 stating we owed $6.75 for travel across the bridge although the date was not provided. We called to dispute as we have never traveled across this bridge nor do we travel to, or live in, Northern *******. The young lady we spoke with said there was a dispute on the color between gold and burgundy. We were told we would receive an email shortly, which we never did. We assumed the error was located and resolved. In 11/2023 we received another notice stating the amount owed was now $21.75. We contacted Cline Ave Bridge again and told we needed to provide a history of vehicles we have owned, along with a current list, on BMV letterhead. We are in our 60's therefore have owned many, many vehicles. We were told if the fees are not paid or this information not provided, a lien would be put on the registrations of our vehicles. We went to our local BMV who stated the plate number provided on the notice is not a valid ******* plate. For whatever reason they would not provide a letter. After multiple trips to our BMV and multiple calls to Cline Bridge, we contacted our attorney who did some research and found out the plate was a temporary, paper dealer plate issued when we purchased a truck in 2018, and expired 30 days after issuance. The vehicle was legally plated and subsequently sold in 2020. I can only assume the paper plate was left in the vehicle when sold. Our attorney then sent a letter to ***************** at Cline Bridge on 12/13 explaining the entire situation and asked for a response by 12/18/2023, which was never received. Today we have received a "final notice" and the fee is now up to $41.75. We are going to continue to pursue this legally. We will not take responsibility for an expired paper plate from 5 years ago that *** be tied to/used in any crimes. Please note on the notice it states "we are the registered owner of the vehicle pictured". This is false information as no vehicle is pictured.

  Customer Answer

  Date: 01/02/2024

  My resolution for this matter would be Cline Bridge provide  me with written confirmation this matter has been dropped and no fees are due. And to then discontinue and further contact. 

  

  Business Response

  Date: 01/08/2024

  Thank you for the opportunity to respond to your inquiry.
  
  After completing additional research, it has been determined you are not liable for the toll transaction in question. When a vehicle crosses the toll facility without a valid E-ZPass/IPass there is a request for the registered owner of the license plate on the vehicle. Our records are obtained from the ************** of ***** Vehicles (BMV), and the information received indicates you as the registered owner. It has been determined the license plate from your previous **** F150 is being used on a similar truck without your authorization. As a result, we have adjusted the toll and the subsequent fees associated with the balance.
  
  In addition, the calls were reviewed of your interaction with the ************************ Subsequently, there has been coaching provided because this matter should have been escalated much sooner for research purposes.  We extend our apologies for the inconvenience with this matter.
  
  As always, we remain committed to providing the highest level of customer service.  

  Customer Answer

  Date: 01/11/2024

   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:11/13/2023

  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 was sent a notice saying I did not pay the toll on Cline Avenue Bridge. I have paid all tolls on my way to ******* in the traditional way, I dont understand where this payment/fine has come from??

  

  Business Response

  Date: 11/13/2023

  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.

• Initial Complaint

  Date:10/23/2023

  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.

  Hello, I am contacting you in regard to a false claim of a toll bridge fee. I never entered the bridge on the evening in question. Your scanner had a false positive reading because I never entered the lane to get on the expressway. I never entered or got off on the expressway. Please do not send me any more fraudulent bills by mail or have any collection agency contact me or I will get my lawyers to *** you for deception and fraud. I request that you remove any record of any attempt to collect funds for this error. I should not receive any mail bills going as of October 22, 2023.

  

  Business Response

  Date: 10/23/2023

  Thank you for the opportunity to address your concern.   After reviewing the image, it has been determined there was an error with the license plate read. The account will be updated with the correct owner information.
  We appreciate you bringing this to our attention, and we apologize for the inconvenience it may have caused. If you have additional concerns, please feel free to contact me.

  Customer Answer

  Date: 10/23/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:08/28/2023

  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 just got a notice in the *********** for *****. What kind of crooked s*** is this I pay all my tolls with pay by plate or the old fashion way at the toll booth. Seems this company is trying to pull a scam as they dont take my pay by plate and they dont have anyway to physically pay then they send you a 54 dollar toll bill. They are pulling a scam On people by sending them $54 dollar bills. I will pay the amount of the toll and not a ***** more. Give the cost of the toll and how I could pay it.

  

  Business Response

  Date: 08/29/2023

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. Our records indicate a total of four invoices were mailed to your address, which was provided by the ********** of ***** Vehicles.  The invoices were dated 05/03/2023, 06/09/2023, 07/16/2023, and 08/22/2023.  We are an all-electronic tolling facility to make travel fast and efficient for our customers, we have posted toll notification signage in advance of every entry point to our bridge; you can see our signage at *************************************************.
  As of today, your balance is $54.28. Payments can be made free of charge online *****************************************************************************************  or by phone ************.
  For ease of future tolled travel, 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.

  Customer Answer

  Date: 08/30/2023

   I am rejecting this response because:
  I have pay by plate your sign says you accept pay by plate. Why am I not being billed via my pay by plate!?! And I never received any of your mails you claimed to have sent besides from one stating that I owe $54.00 dollars

   

  BILL ME BY PAY BY PLATE AS YOUR SIGN SAYS THAT YOU ACCEPT IT. 

  
  

  

  Business Response

  Date: 08/31/2023

  Cline Avenue Bridge is committed to maintaining the highest levels of integrity and transparency. I-Pass was contacted on your behalf to verify your account status.  We were unable to locate an account.  It appears you may have a Pay by Plate account only usable on the ******** Tollway. Please visit the ******** Tollway website for information about Pay by Plate.
  As of today, your balance is $54.28. 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.
  
  Sincerely,
  Cline Avenue Bridge

• Initial Complaint

  Date:07/28/2023

  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 never saw a toll road sign on Cline Ave. I didn't know it was a toll road or I would have never gotten on it. Therefore I will not pay for it!

  

  Business Response

  Date: 07/31/2023

  Thank you for the opportunity to address your concerns. To ensure that drivers are aware they are driving on a 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.  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. If you have any questions, please do not hesitate to contact us.

  Customer Answer

  Date: 07/31/2023

   I am rejecting this response because: There was no toll road sign on US 41 which is ******* AV.
  
  
  

  

  Business Response

  Date: 08/01/2023

  *********************, we appreciate the opportunity to address your concerns. Unfortunately, I was unable to review your account because I could not locate an account under your name. 
  We have posted toll notification signage at all entry points to our bridge to ensure drivers are aware they are driving a tolled facility.  As stated earlier, please review our signage location on our website. 
  As always, we remain committed to providing the highest level of customer service.  The ************* Team is available if you have any questions.   At this time we consider this matter closed.

• Initial Complaint

  Date:07/06/2023

  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.

  We received a bill for tolls on an ** plate and we are an **** dealer we don't have Il plates. I told them when the car was registered in Il and even who holds the lien but they insist this our plate number

  

  Business Response

  Date: 07/06/2023

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency.  After reviewing your account, we have updated the account with the correct information. We appreciate you bringing this to our attention, and we apologize for the inconvenience it may have caused. If you have additional concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 07/06/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:06/27/2023

  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.

  I was trying to get my sticker for my plates only to find out that my registration is on hold due to me not paying a toll which is bull! I have never I'm my 42 years heard of a toll that takes a picture and send you a bill. I ALWAYS payed tolls the normal way. This has never happened to me before and as I cried on the phone trying to explain this they just told me it was nothing they could do. They said my original toll pay was 5 dollars July 5, 2022 but now it's 52 dollars and they could credit me 15 dollars. It's really hard out here for me right now and as sad as it make me to say I can't afford it. I really need my vehicle so I can continue to try my best as a single mom to provide for my kids. Of I would have known about this bridge I would have taken another route or just paid like I normally do not I didn't know. This is not right to do this to people! I don't like the unknown and I like to know what I'm getting myself into and in this situation I was totally side tracked. Then I was told an account was created for me the moment I crossed the bridge. This company is doing to many unknown things for my comfort and I will get some advice from a lawyer about this.

  

  Business Response

  Date: 06/28/2023

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. Our records indicate a total of four invoices were mailed to your address, which was provided by the ****** of ***** Vehicles.  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 offered to waive a $15.00 fee, and we remain open to do so. As always, we remain committed to providing the highest level of customer service. 
  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.

• Initial Complaint

  Date:06/12/2023

  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.

  Was sent one notice of a fee was under the impression it was from ******** tollways from going to a December bears game a couple months later received a final notice that we owed ***** from a **** toll that I didnt realize was in ******* called spoke to a customer service representative she told me nothing could be done had to pay total balance then I got another final notice a week ago saying I still owed ***** we havent made anymore trips back that way dont understand why we are being charged again

  

  Business Response

  Date: 06/12/2023

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. Currently, the account information you provided has a zero balance as of April 20, 2023.  Our records indicate that the last invoice was sent April 15, 2023. 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.  If you have any questions, please do not hesitate to contact us.

• Initial Complaint

  Date:05/19/2023

  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.

  Illegally charged for missed tolls. They said transponder never picked up on 13 occasions. I offered to pay but they declined and said I need to pay a penalty fee. My ezpass is valid and has funds on all the dates in question which I supplied to them. Everything they asked for I gave. Every dispute was denied with another excuse. Scam.

  Customer Answer

  Date: 05/19/2023

  Bill adjustment. There over charging me. Showed all proof they asked for 3 times. And they still rejected my dispute. 

  

  Business Response

  Date: 05/23/2023

  **************,
  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.  I highly recommend contacting E-ZPass to verify that your transponder was functioning properly.  Thank you for processing a payment and if we can be of any further assistance, please feel free to reach out to us directly.