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:02/06/2023

  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 jump on the toll when I'm running late for work. I wait in line, stop and pay at the window, and I move along through the Skyway. My vehicle registration is currently on hold with the state because Cline Avenue Toll Bridge reports I owe them $800. I don't burst through the toll gate! I have to stop and pay the people at the window, or self pay at a kiosk. I have receipts showing the payments. This is a scam! How is this company allowed to do this? I pay to use the toll, like the other vehicles I am in line with, why am I charged triple the price after passing? If debit/credit/cash is not accepted, why are there flashing signs indicating which lanes accept only cash or I-Pass? I have never received correspondence from ****** regarding any issues whatsoever. Passing through the toll after paying $3.50, shouldn't get me an additional $6.75 in fees, for a total of $10.25 - one way!

  

  Business Response

  Date: 02/08/2023

  Thank you for reaching out and expressing your concern. The Cline Avenue Bridge is an open road toll facility.We are an all-electronic facility to make travel fast and efficient for our customers. There are no booths to make payments for tolls prior to or after crossing the bridge.   Please visit ***************************************** for clarity of our bridge location and additional information. Upon reviewing your individual account, you have traveled our tolled facility 115 times between 06/26/2022 thru 01/30/2023.  We have also mailed 6 statements to the registration address advising of the increasing balance due to non-payment.
  Please contact our ************* Team at ************** for payment processing or additional questions.
  We recommend our customers obtain an E-ZPass or I-Pass account, this allows drivers a fast and efficient way to manage toll expenses at the lowest toll rate.

• Initial Complaint

  Date:01/17/2023

  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.

  Cline avenue is a new toll that system is faulty. Because their system did not properly scan my ipass they are attempting to make us pay additional funds to cover a toll that their system wasn't working properly at the time. They attempted to blame Ipass assuming there was no funds in the account or the license plates were not properly registered on the Ipass account. We have had our Ipass account for over 5years and never had an issue with our account not being charged when going through a toll. Our Ipass account automatically transfer funds to our Ipass account when we are below our threshold. We've had our truck for over 3years and it has been registered to our Ipass account since we bought it. Since this was a glitch within Cline Avenue Bridge we should not be responsible for any charges and this account should be closed.

  

  Business Response

  Date: 01/19/2023

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency. I-Pass was contacted on your behalf to verify your account balance. I-Pass informed us that your account auto replenished after your toll transaction.  I recommend contacting I-Pass to adjust your auto replenishment threshold to ensure your account is always fully funded.  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. If you require additional assistance, please contact our ************* Team at **************. Thanks for traveling the Cline Avenue Bridge.

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:
  My I Pass account is always up to date with funds in it.  Your system glitched that day and I should not be responsible for an error made by your system.   My request is the same all fees/charges should be reverse off this account , resulting in a zero balance, and this account needs to be closed because I never gave my permission for an account to be opened with your company.
  
  

  If you do not have the ability to process my request please transfer my request to the people/person that do have this ability to remove all charges/fees and close the unauthorized account.

  

  Business Response

  Date: 02/02/2023

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

  As stated, I-Pass was contacted on your behalf in order to discuss the status of your account at the time of the transaction. Your account was insufficient at the time of the transaction and the auto-replenishment took place after the transaction was processed. If you believe this information to be incorrect or would like more information regarding your I-Pass account, please contact I-************************** at **************.

  Customer Answer

  Date: 02/06/2023

   I am rejecting this response because:
  That information is not correct.  I already spoke to IPass and they informed me I had funds in my acoount.  Please provide me documentation you received from IPass stating our account had insufficient funds.
  
  

  

  Business Response

  Date: 02/09/2023

  Dear *****************************,
  
  Thank you for the opportunity to address your concerns. We received your dispute related to the License Plate (IN) ******.  Based upon the nature of this dispute, you will have to work directly with I-Pass to resolve this matter.  At the time of the toll transactions, we were unable to deduct the tolls from your I-Pass account.  For more information regarding the status of your I-Pass account, please contact I-Pass at **************.
  As of today, your balance is $46.00. 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

  Customer Answer

  Date: 02/12/2023

   I am rejecting this response because: I-Pass is not the one attempting to charge me $40 extra dollars for $1 tolls transactions.  It seems as if you do not have the authority to resolve this issue.  Once again I request that you forward my complaint to the manager /supervisor /CEO that has the power to address my issues ethically. This is not an I-Pass issue this is a Cline Avenue Bridge issue.
  
  
  

• Initial Complaint

  Date:01/10/2023

  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 called Cline Avenue Bridge in ************ and asked them to explain the late fees for a $5.50 toll. I received the second notice but treated it as the first notice paid the toll but didn't pay the late fee. I didn't think I was late. Then I receiving notices with accumative late fees after they accepted the toll fee. When I.called to try to dispute charges they still said I that I owed over $30. I have never used this toll but once ever and that was a mistake that I had entered this tollway because I didn't see any signage. Acct number: ****** Notice Number ******

  

  Business Response

  Date: 01/13/2023

  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 09/15/2022, 10/22/2022, 11/28/2022, and 01/04/2022.  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 *************************************************.
  For ease of future tolled travel, we recommend keeping your E-ZPass or I-PASS up-to-date, and fully funded to receive the lowest toll rates available and eliminate the need for mailed invoices.

• Initial Complaint

  Date:12/21/2022

  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.

  On October 8, 2022, I unknowingly passed under a privately owned toll bridge in ****************. On December 19, 2022, I received a paper bill (via US Mail) from Cline Avenue Bridge showing a past due bill of $5.50 plus a late fee of $15.00 for a total due of $20.50. This was the first time that I was ever made aware of this bridge, this company, or any money owed. The bill didnt even show the date that my car passed over this bridge. But it include a threat to contact the Indiana BMV to have my auto registration privileges revoked if I didnt submit payment. This seemed to be a scam to elicit credit card information, so I was wary of paying online. After reading the 19 complaints filed with the BBB, I called Cline ******************** to ask questions. They agreed to remove the late fee of $20 as a one time offer on the condition of a credit card payment today. I complied so now they do have my all of my credit card information. This company has a history of billing only after assessing late fees, and claiming that bills were mailed sooner though customers claim not to have received them. My ultimate goal is to have Cline Ave Bridge to operate more professionally and be more transparent in billing practices. Short of that, I want to inform other consumers how to proceed when dealing with this company

  

  Business Response

  Date: 12/22/2022

  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 two invoices were mailed to your address as the registered owner, which was provided by the ****** of ***** Vehicles.  The invoices were dated 11/02/2022 and 12/09/2022, and all invoices were sent with **** tracking. To date, the invoices were successfully delivered per **** without returned mail.
  You can review account details, download transactions, and make a payment online at www.clineavenuetolls.com
  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 12/21/2022.  If you have any questions,please do not hesitate to contact us.

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:
  
  The first bill they claim to have sent NEVER EVER canes to my **** mailbox 

  

  Business Response

  Date: 01/06/2023

  Cline Avenue Bridge is committed to maintaining the highest levels of integrity and transparency.  We mailed two invoices to your address as the registered owner, which was provided by the ****** of ***** Vehicles.  To date, the invoice sent out November 2, 2022, has not been returned.  We waived the fee as a courtesy when you reached out to our customer service department on December 21, 2022, to bring your balance back to the original amount of your invoice.  If you have additional concerns, please feel free to contact us.

  Customer Answer

  Date: 01/17/2023

   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:12/08/2022

  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.

  In June I drove through the Cline Avenue Bridge in ****************. I received a notice on 11/18/22 stating I was past due on a toll fee and my $5.50 toll was now $52.65. On Dec 2 I called a Cline Avenue Bride representative & they stated they mailed me invoices on July 30, Sept 5, & Oct 12 prior to sending the Nov 18 invoice. The only invoice received was the Nov 18 notice, which did not include details of the fee or any prior invoices. I spoke with their supervisor, ****. We were told it was a postal issue and to file a grievance with ***** He told me his supervisor would call me within 72 hours with more details on how they track their invoices through the postal service. I never received a call back. On Dec 7, I called and paid the bill. I didnt want this one toll to damage my credit or driving record. However, I receive bills all the time from toll ******************************** I didnt just miss 3 statements. We receive bills and invoices from other companies regularly and those are paid as due. Cline Avenue Bridge isnt doing something correctly if this continues to happen.

  

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond to your concerns.Our records indicate a total of four invoices were mailed to your address as the registered owner, which was provided by the ********** of ***** Vehicles.  All invoices were delivered by **** on August 16, 2022, September 10, 2022, October 17, 2022, and November 25,2022, with no return mail.  After reviewing your account, our **************** representative offered you a reduction during your call on 12/07/2022, which you accepted.
  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.

• Initial Complaint

  Date:12/01/2022

  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.

  So this is my issue with this Cline bridge that's suppose to help our citizens but it's really a hindering us .Yiu build a bridge to make money off of us . The tolls are high and then whe its not paid you stop us from being able to renew our plates before the balance is paid in full even if it's in collections. First off that's wrong. you also don't offer any other ways to pay but in full .. No payment plan or anything. So what do you expect hard working individuals to to do IN this case ... it's a about money and it's not for the citizens.

  

  Business Response

  Date: 12/01/2022

  Thank you for the opportunity to respond to your concerns.  We are committed to operating with the highest levels of integrity and transparency.  Prior to a registration withholding being placed, invoices are sent to the address of the registered owner of the vehicle. We offer several payment options:   online, pay by mail, self-serve phone system or if you prefer to speak with a live representative, the *************************** is available Mon-Fri from 8AM to 6PM CST.   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:10/06/2022

  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.

  Hello I just received my first bill from cline ave bridge for the amount of $40.50 I crossed this bridge one time back in June and the amount should of been $5 they have charged me 3 late fees and tell me its my post office fault nothing they can do . How is this far to hard working people that work for their money , we all know the post office staffing issues like every company now . However not willing to remove fees that triple the original amount should be fraud . I would like my refund for everything but the 5 dollars i should of been charged . I am set up on auto pay for every other toll in ******** and will make sure not to cross this bridge ever again since they are crooks

  

  Business Response

  Date: 10/11/2022

  Thank you for the opportunity to respond to your concerns.Our records indicate a total of three invoices were mailed to your address as the registered owner, which was provided by the ********** of ***** Vehicles.  The invoices were dated 07/13/2022,08/19/2022, and 09/25/2022, and all invoices are sent via **** with no returned mail.
  After reviewing your account, our **************** representative offered a reduction of $15.00, bringing your remaining balance to $25.50.  Thank you for payment for your payment during that call.
  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: 10/13/2022

   I am rejecting this response because: once again I understand they were mailed however we never received them . The only one we received was the one I called on and payed instantly. Which I would of done the if I received the first couple of notices. If you saying the first notices were actually delivered to  my actual address please provide proof of delivery as we know post office does make mistakes and may of not been delivered. 
  
  
  

  

  Business Response

  Date: 10/18/2022

  ********************, we appreciate the opportunity to address your additional concerns.  All invoices were mailed to the registration address of the vehicle, which was provided by the ********** of ***** Vehicles.   Below you will find the tracking information confirming delivery by the ************* ************** to the address in **********, ** with no return mail.
  Invoice dated 09/25/2022
  Delivered 10/01/2022 11:52:24 AM
  Invoice dated 08/19/2022
  Delivered 08/26/2022 11:35:38 AM
  Invoice dated 07/13/2022
  Delivered 07/15/2022 11:37:09 AM
  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 ** if you have any questions.

• Initial Complaint

  Date:09/28/2022

  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.

  Cline Avenue Bridge is a Toll Bridge that I normally take everyday for work. Ive had an EZ Pass since April 2022. Once I got the pass I continued to look out for any bills that came from the toll through the mail that I needed to pay for by check separately. On May 3rd I received the last such bill from tolls from The beginning of April before I set up my EZ Pass. Fast Forward to 10/22/22, I received a collection letter in mail for 59.50. Stating that I didnt pay a bill from June for $11 and now with the late fees it has ballooned to 59.80.  I called to see what could they be charging me for since I paid for the last time I went through that toll. They informed they were charging me for a toll from 2022 that was delayed until June. Thats Bs since I paid for January tolls by check also. These scam artists are just trying to get every freaking dime they can. Im sure Ill have to pay this bill, but I refuse to ride this toll to work anymore to save myself 10 minutes. I will have to take a free side road until I can save what Im out and if I get used to it I wont use this toll road ever again.

  

  Business Response

  Date: 09/29/2022

  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, our **************** representative offered a reduction during your call on 09/27/2022.  However, you declined and paid the full amount due.  As always, we remain committed to providing the highest level of customer service. Please contact us if you have any questions.

  Customer Answer

  Date: 09/29/2022

   I am rejecting this response because:
  
  Although I am fine by the predictable response. A $15 discount on a $60 bill that started off at $11 is ridiculous. I paid the bill because Id rather give myself an even bigger discount of $600-$700 dollars a year by not using your toll road ever again. Thank you for taking the time to respond and have wonderful day.

  
  

• Initial Complaint

  Date:09/14/2022

  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 received a second notice months after an alleged pass-through of the Cline Avenue Bridge toll service. I tried to contact their customer service repeatedly and was twice hung up on/disconnected and then using email they provided no clear response to my requests for a specific date that this incident occurred. I have emails showing I repeatedly tried to reach out to resolve this so when I did not, I merely paid the original fee and sent another email stating that I would pay no such fines because they never actually sent out the original notice so how can I be expected to pay a notice that I did not receive when their technology did not correctly pickup my I-PASS transponder. I expect for all of these additional late fees upon late fees to be dismissed from my account and for me to no longer ever be contacted by this business again. It is absolutely absurd that they think they can charge up to $80 in late fees for a single toll transaction when they can't even be bothered to send out the original notice or respond to emails in a timely manner.

  

  Business Response

  Date: 09/15/2022

  Thank you for the opportunity to respond to your concerns. Our records indicate a total of three invoices were mailed to your address as the registered owner, which was provided by the ****** of ***** Vehicles.  The invoices were dated 06/22/2022, 07/29/2022, and 09/04/2022, and all invoices are sent via **** with no returned mail. 
  On August 7, 2022, you communicated via the online portal that your transponder was mounted in your vehicle in June.  The toll in question occurred May 21, 2022, which was prior to the June date you advised the transponder was mounted. In response to your inquiry, we requested information regarding your IPASS account to complete additional research, which has not been provided. The balance on your account is due to a partial payment received on 08/15/2022.  As a result of the recent payment, the $20 fee will be waived as a courtesy, leaving you with a $15 balance.
  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.
  
  

• Initial Complaint

  Date:09/13/2022

  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 toll violations from the cline ave tollway. I made the mistake of paying the first one just to be done with it but I am getting more toll violations. The problem is I have never or any of my family members drove across that bridge. The main purpose is that all tollways in this area are so corrupt that they cannot be trusted. That is why we avoid all toll roads. But somehow, these people got a hold of my license plate which can clearly be seen as a copy and paste of the attached photos. I do have an ezpass in my car for when we have to take the indiana toll roads so if I was to drive over whatever bridge they are talking about, my ezpass should have been read. I am asking for all fees associated with any of these phony toll violations be credited off my account or this will become the most expensive lawsuit they have ever witnessed

  

  Business Response

  Date: 09/14/2022

  Thank you for the opportunity to address your concerns.  We are committed to operating with the highest levels of integrity and transparency.  Additional research led to the discovery of another toll transaction occurred after your initial travel date.  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 ****** of ***** Vehicles (BMV). Based on the information received, you are the primary registered owner of the vehicle captured in the image.