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:09/08/2022

  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.

  I'm at a total loss for words I wish I would have never used this bridge. I got a letter yesterday in the mail to alert me that my account is in second collections. I never saw a letter the first time to even alert me that my account was going into collections! I called today to ask *** all of the illegal erroneous fees be thrown out, I have no problem paying the tolls and they told me only one toll fee could be removed from your account ever. Only one forever. That means if you're like me and you have all these random fees which I just learned about yesterday via the mail they will only remove one fee. So if you have fees totaling $25, 65, $104, $50 $15 they will only remove one fee, which will be the lowest fee. It's illegal to add huge fees on an account like that none of the other toll roads do this. I had issues trying to log into the website for quite sometime and now today after calling I'm pretty sure they removed the block in the system that was keeping me from making payments online. I was only able to access it today. Before I received a message telling me there was no account under my license plate and the account number. I have no problem paying the tolls that is just fair and right, but to tack on several random fees that are over $50 is unconstitutional. I will never use this bridge again. And I pray that the proper actions are taken to rectify this and remove the fees. I'm a firm believer in constitutional rights and to charge a fee of $65 for a $5.50 toll is criminal. Why try to get extra money for a bridge by ripping people off with fees. Just let me pay on the tolls. Even the. TOLL WAY does this.

  

  Business Response

  Date: 09/09/2022

  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 four invoices were mailed to your address, which was provided by the ****** of ***** Vehicles.  The invoices were dated 05/02/2022, 06/08/2022, 07/15/2022, and 08/21/2022
  After reviewing your account, during the call with our **************** center on 06/23/2022 you were informed of your balance.  At that time, you updated your email address and phone number.  We have attempted to contact you using the telephone number provided more than 20 times to inform you of the outstanding balance. We also provide customer service options by offering self-service via telephone and online 24 hours, 7 days a week.  If you prefer to speak with a live representative, the **************** department is available Mon-Fri from 8AM to 6PM CST, for servicing needs.   
  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 eliminates the need for mailed invoices.

• Initial Complaint

  Date:08/25/2022

  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.

  Date 9/18/22 I went through the toll one time months ago and it must not have read the transponder so I would have owed the toll amount I never received anything in the mail until a final notice letter came claiming I owe $40.50 I called to tell them no previous letters have been sent and this must be a mistake They told me they could take $15 off of the $40.50 but nothing more than that I told them that was ridiculous and I called to pay what I owed and they refused It is a scam They built a fairly pointless bridge and when it ended up not being used enough to justify what they spent on it they began the scams to steal as much from people as possible The account number is ****** and notice number is ****** I'll never take this bridge again and I suggest nobody else put themselves in a position to be scammed and robbed by this failed attempt at a toll road

  

  Business Response

  Date: 09/01/2022

  ****************, thank you for the opportunity to address your concerns.  The vehicle in question was not listed on your E-ZPass account at the time of the toll transaction.  Therefore E-ZPass did not pay the transaction on your behalf.  It is important to ensure the license plate numbers of the vehicles are up to date.  Our records indicate a total of three invoices were mailed to your address, which was provided by the ****** of ***** Vehicles.  The invoices were dated 06/06/2022,07/13/2022, and 08/19/2022. 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.
  

  Customer Answer

  Date: 09/02/2022

   I am rejecting this response because: 3 letters were not sent to me.

  
  

  One was sent and I replied to it the day I received it.

  
  

  I called to pay the amount I owe and was told that instead of paying the toll I owed I was given an over inflated price 

  
  

  If you are going to lie about mail being sent maybe you should try certified letters ... bit I see how that would hinder your scam
  
  
  

  

  Business Response

  Date: 09/06/2022

  ****************, we appreciate the opportunity to address your concerns.  All invoices were mailed to the registered owner of the vehicle ******************************  Below you will find the tracking information confirming delivery by ************* ************** to the address in *******,*******.  

  
    *Invoice dated 06/06/2022
    Delivered 06/10/2022 10:34:04 AM

  
  *Invoice dated 07/13/2022
    Delivered 7/18/2022 6:18:06 PM
  

   *Invoice dated 08/19/2022
    Delivered 08/25/2022 10:38:22 AM

  
  As always, we remain committed to providing the highest level of customer service.
  

• Initial Complaint

  Date:08/10/2022

  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.

  I previously reported erroneously charged tolls by Cline Avenue Bridge and as of June 23, 2022 got these charges cleared with a confirmation letter stating this reversal for plate number DB*****. I just received another **** from Cline Avenue Bridge yesterday Aug 8, 2022 apparently meaning that their system has not cleared this license plate from my account #******. I am requesting immediate removal of any of these and future charges as I do not own this car nor do I live in ******** or rented any car. Thanks

  

  Business Response

  Date: 08/19/2022

  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. why here...

  Customer Answer

  Date: 08/19/2022

   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.

  Customer Answer

  Date: 10/24/2022

   I am rejecting this response because:
  
  6th occurrence and multiple BBB contacts on this issue with no resolution. Cline Avenue Bridge CONTINUES to send me license plate toll notices for payment required. These notices state license plate of DB ***** for the state of ********. This is not my license plate nor do I live in ******** nor is this my car. I have submitted numerous requests to remove me from any further notifications. I need to get this issue resolved immediately and to have Cline Avenue Bridge clear up all past and potential future notifications and assign to the proper owner of this vehicle.

  Contact by the business; Billing adjustment; No further contact by the business
  

  

  Business Response

  Date: 10/25/2022

  **************,
  It was a pleasure speaking with you.  Thank you for the opportunity to address your additional concerns.  As we discussed over the phone our records are obtained directly from the ****** of ***** Vehicles.  All transaction will be reassigned to the new owner of the vehicle, and you will no longer be held responsible for the account balance.  Based on our previous discussion, we determined that the vehicle with license plate *********** was originally leased by you, and I highly recommend contacting the ********** of ***** Vehicle to ensure that your information is corrected so this situation does not occur again.  As always, we remain committed to providing the highest level of customer service. Please contact us if you have any questions.

  Customer Answer

  Date: 10/26/2022

   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:07/29/2022

  Type:Product 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 has put a hold on my license plate renewal for claiming that I owe them over $70. I used their toll bridge 1 time in April of 2021. They claim I used it twice in 2021 and claim to have mailed by several invoices, however I never received a single one. I asked for a breakdown of why 1 use of the bridge could possible amount to over $70 and why they would take it as far as to put a hold on my license plate renewal and all they could tell me was that I used their bridge and all they would waive was $15 of the multiple "late" fees. I did not have use of my vehicle on the second date they claimed I used the bridge and they refused to waive that fee as well. Now I am stuck having to pay over $70 for the one single time I used the bridge. This is a crime! This is likely happening to many, many ***************** citizens without them even knowing and it is just disgusting and sad. NO ONE SHOULD EVER USE THIS BRIDGE!!!

  

  Business Response

  Date: 08/01/2022

  ****************, it was a pleasure speaking with you. Thank you for the opportunity to address your concern. Our Pay-by Plate customer data is provided by the *** of the state in which the vehicle is registered. As we discussed on the phone, you mentioned that you were living at another address,but your vehicle was registered at the residence listed on our records. We have not received any returned mail on your behalf.  In addition, I emailed you a copy of the invoice that included a picture of your vehicle using the Cline Avenue Bridge. 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.  As always, we remain committed to providing the highest level of customer service.