State Government
Ohio TurnpikeThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/16/2025
Type:Service or Repair IssuesStatus: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.
While on vacation in Maine, my Cadillac XT6 broke down! I had to finish my vacation with a ***** rent a car. I was charged tolls and a service charge by ***** for my trip back to Ohio!
Cadillac sent my car from Maine to Ohio on a car carrier to reunite it with me. My ****** was in my Cadillac’s windshield and I was charged tolls for a four axle vehicle!
I called and emailed them , they asked for a tow receipt or bill of lading from the tow company which I have been unable to get!
I feel they should be able to look at the charges and reimburse me for any that were for a four axle vehicle! Obviously my Cadillac has only two axles!
The transactions were from 10/22 - 10/24 as my car was transported back to Ohio!Business Response
Date: 01/22/2025
Hello,
We are sorry to hear about
your unpleasant experience, and we would like to address your concerns. When a
customer travels out of state and wishes to dispute a toll, the request is
submitted to the appropriate out-of-state tolling agency for review. If a
vehicle has been towed, the tolling agency may require a towing receipt or bill
of lading. If this information is not provided, the agency may deny the
dispute, and the toll will not be reversed.
After reviewing your
situation, we have decided to issue a non-precedential refund of $97.64 back to
your Ohio E-ZPass account.
If you have any further
questions or concerns, please feel free to contact us at ************.Thank you.
Initial Complaint
Date:12/03/2024
Type:Billing IssuesStatus:UnansweredMore 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 sent this into the Ohio Turnpike email system and have since phoned. I did not get responses that anything was going to change so I'm hoping the BBB can obtain a better set of responses.
====
Recently my daughter went on the turnpike, we have (4) transponders. The device read as they exited but not as they entered. They attempted to handle it on exiting and were informed to address it after the charge was added. I did that today and the woman who assisted me was very kind, but I have other instances.
1) On logging in and going to transactions I cannot filter on the transactions where the warning symbol appears (indicating a transponder was not read on enter or exit), this should be easy for whoever established the web site to allow for sorts.
2) Your agency sends me a notice, when you re-fill my account from my credit card. Your agency has my transaction which was billed improperly with the warning symbol, the transponder ID, the transponder ID is tied to my account which has my email. So you have all the information necessary to send me a notice each time you fail to read the transponder as I enter or exit the turnpike. It may require some work, but I am a software engineer and it's not a lot of work. Please address this.
3) Regarding the attached pdf file there is an example entry for 04/19/15 21:00, on the ezpass web transactions this shows a warning triangle but on the spreadsheet it seems to suggest I got on and off at the same exit. This is NOT true.
If I can locate these you should be able to re-add the cash to the account. I can find other instances where this warning icon appears on the transaction report.
I was told that an ezpass turnpike employee on the phone that an established a policy which prevents me from getting these corrected. Policy is NOT a reason, or an explanation, why will you not correct these instances if I bring them to your attention as you failed to notify me. Did I agree to this policy ?Initial Complaint
Date:07/25/2024
Type:Service or Repair IssuesStatus: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.
This is THE WORST run company ever. I have tried calling for over a week to speak to someone. Either they are busy and the call disconnects or you wait on hold for 20+ minutes and then get disconnected. I stopped at the toll booth one night on my way home and explained to the lady my transponder stopped working and told her about trying to get ahold of someone. She said to go knock on their front door until they answer, since they dont respond. So I drove to their facility in Berea, cant get in. You have to pick up a phone out front which calls the main number. I explained i was at THEIR FRONT DOOR and had issues with my transponder. Explained I tried calling for over a week and submitted a ticket and she transfers my call to the same department I called for the past week, WHILE I AM STANDING AT THE DOOR!!!!!! They do NOT care about anyone!!!!!Business Response
Date: 08/10/2024
Dear
**** *****,
We
apologize for the inconvenience that you experienced while trying to contact
our Customer Service Department on 07/25/24. We were experiencing a higher than
normal call volume. Our records indicate that you did speak with a Customer
Service Representative on 07/26/24 and this representative was able to resolve
your problem with your transponder. If you have additional comments or questions, please feel free to
contact us at 440-971-2222. You may also login to your E-ZPass account at **************** and use the contact us form
to send an email.
Thank you and we
appreciate your business.Customer Answer
Date: 08/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** *****Initial Complaint
Date:07/25/2024
Type:Billing IssuesStatus: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 the email from EZ pay Ohio Turnpike saying I had an outstanding fine of $9.75 and if I didn’t pay it it would be a penalty. Since I did use the turnpike I paid it. But questioned it. I see now that it was a scamBusiness Response
Date: 07/29/2024
The Ohio Turnpike and Infrastructure Commission has learned that an SMS/text message scam, also known as “smishing,” is fraudulently claiming to represent tolling agencies from across the country. The scammers are requesting payment for unpaid tolls.
The targeted phone numbers seem to be chosen at random and are not uniquely associated with an account or usage of toll roads.
The Ohio Turnpike does not request payments from its E-ZPass customers by text. Collections of unpaid toll and/or toll violations does not occur by text.
All links associated with Ohio Turnpike E-ZPass include **************** *** *********************
The FBI, which issued a public service announcement, recommends individuals who receive the fraudulent messages do the following:
Contact the FBI’s Internet Crime Complaint Center (IC3) at www.ic3.gov, and include:
The phone number from where the text originated.
The website listed within the text.
Check your account using the toll service’s legitimate website.
Contact the toll agency's customer service phone number.
Delete any smishing texts received.
If you clicked any link or provided your information, take efforts to secure your personal information and financial accounts. Dispute any unfamiliar charges.
All customers should be on high alert and be aware of these types of scams sent by text as well as email.
Contact us at **************** *** ******************** with any questions about Ohio Turnpike E-ZPass notifications.Initial Complaint
Date:07/10/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Hours of operation not adhered to. automated system hangs up on customer. No feed back from customer service.Initial Complaint
Date:06/22/2024
Type:Billing IssuesStatus:UnansweredMore 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.
Sunday June 17 2024, we used the ohio turnpike starting at Westgate using cash, charged the normal $6.25, for truck and travel trailer class 3. Got a receipt and no ticket. Drove some and stopped at a rest stop halfway and got food and bathroom. Got back on and drove to the perrysburg/Toledo exit, if not mistaken. The lady was rude and wouldn't look at the receipt we had. We knew nothing of the tickets. So first put it to $15, then $30 for the trailer. We were overcharged $17.75 from doing the fare calculator provided on the ohio turnpike website. I put in about the reimbursement, but haven't received a thing.
4235412 is my request number. I have all the information on the form I filed out.
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