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:11/24/2023

  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 have been trying to pay off a negative balance from my transponder and till by plate, they refused to cancel my account and every time i call i receive different answers and different amounts add to what i owe. They will not close my account and speak right to me every time.They also will put me on hold for a half hour or hand up. After the fourth call I was given another total of what I owed and it completely different reason for why I owed. They did not listen to any of my issues and give me different responses each time.

  Business Response

  Date: 12/14/2023

  In researching the complaint received, the above mentioned customer has an outstanding Toll By Plate balance of $93.30 which would need to be paid before the E-ZPass account can be closed. When **************** contacted the Toll By Plate department on 11/24/2023, we explained to him that his E-ZPass account had to be in an active status in order to receive a discounted rate on his invoiced toll transactions.  Our policy states that in order to receive a discounted rate you must be an EZPass customer in good standing .At the time of the call, the representative reached out to a Supervisor who authorized one fee to be waived as a courtesy to the customer in order to reduce the amount owed by the customer for his travel. The customer stated he didn’t owe any money and he wouldn’t pay anything else and at that point terminated the call with the Representative.

  We do in fact show an outstanding invoiced balance in which he would be responsible for paying, because the toll transactions he was billed for, occurred when his E-ZPass account balance was negative due to tolls which posted to the account. **. ******* account was not on auto replenished by credit card or bank account which means he had a manual replenished account. A manual replenished account requires him to monitor the account and make payments as needed. This ensures he has the proper funds before traveling. When there are no funds on the account and account status is not active, customers will be billed for their travel.

  Customer Answer

  Date: 12/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 12/14/2023

  The response from E-ZPass was inaccurate.

  When I accrued. The toll charges I was in fact an E-ZPass customer.

  I have the exact same toll charges on my E-ZPass that did go into the negative and when I tried to pay the balance it said I needed to pay at least $35 which I did not have at the time it was about $14 in the negative.

  I've cause with the EZ pass which they did not mention in there rebuttal.

  One or supervisors said the 93 was only if it was full price and it was not since I had an easy pass account.

  I I could not close my E-ZPass account until I was no longer in negative balance.

  When they told me I owed over $93 because I had a closed account which they told me in a previous phone call. I could not close it.

  Each phone call i received different answer.

  They said i hung up but they hung up on me two times before that final call I received a different answer each time and they kept changing The reason for charges and did not seem to understand their own system. 

  They are attempting to retroactively charge me full fees while I had an E-ZPass account that I paid off except for they $10 lost transmitter fee which I did not lose and am willing to send back.

  Although I was not told I had to send it back when I purchased it. 

  Every time I attempt to speak to someone in customer service at E-ZPass. I get a completely different answer and they have no recollection of my earlier calls and then they have to get me to a supervisor who tells me something different than what the customer service rep originally said. 

  Business Response

  Date: 12/22/2023

  In order to be considered a valid E-ZPass customer (in good standing), the customer must maintain an account with a positive balance.  To have/maintain a positive balance , the customer must ensure that there are always prepaid funds on the account to cover the cost of one’s tolls when traveling through an E-ZPass lane.
  
  **************** traveled on the Pennsylvania Turnpike on 08/07/23 and 08/18/23 attempting to use his E-ZPass.  At the time of these travels, his account was in a negative balance (-$11.89).  Since the account was negative, he was not considered an E-ZPass customer in good standing, could not have tolls deducted from his account and would be invoiced for these unpaid tolls.  He disregarded both invoices, which were mailed to his physical address (each twice), which resulted in the invoices being sent to a collection agency.
   
  With regards to Mr. ******* E-ZPass account, he allowed his account to go into a negative balance eon 08/04/23.  We sent an email to him, to the email address he supplied and verified ********************** that very day advising him that he needed to contact us to add funds to his account.  He did not respond to the email.  We sent a letter to the customer on 08/28/23 via mail to the physical address he has listed on the account, again indicating that he needs to contact us to add funds to his account.  He did not respond to this letter.  We send a final letter to him again on 09/28/23 vial mail to his physical address indicating he needed to contact us to add funds to his account.  He did not respond to this letter either.  This resulted in his E-ZPass Account balance due being sent to a collection agency.
  
  
  On 11/24/23, the customer finally decided to contact us, after the invoices and his account balance was sent to collections.  When he called us he stated he wanted to close his E-ZPass account.  In order to close his account, he would owe the $39.89 due on the E-ZPass account (A $25.00 collection fee plus the $14.89 balance due at the time it was sent to collections).  In addition to this amount, the customer would need to pay the full balance due of the invoices in collections as well.  The total for the invoices was $93.30.  
  
  In order to get the E-ZPass rates for the Invoices due, the customer would have needed to bring his account back into a positive balance, not a $0.00 balance to close it.  He could have paid the $39.89 owed on the account, plus add the mandatory $35.00 in prepaid funds.  This would have reduced his invoices to $43.30 at the E-ZPass discounted rate.
  
  The customer chose not to do so and only wanted to pay the negative balance owed on the E-ZPass account and made a payment of $39.89, bring his balance due on his E-ZPass account to $0.00.  When we tried to explain to the customer again that only making the payment of $39.89 will not reduce the amount owed on his outstanding invoices (unpaid tolls), he stated he was not going to pay anything else and hung up on us.
  
  After hanging up on our representative, **************** went online and sent us a message stating that we lied to him trying to get more money out of him, called us fraudulent, stated we are poorly trained and he will only pay the negative fees, nothing more.
  
  Unfortunately, at this time, **************** still owes for the two invoices in collections as he never paid for the tolls he incurred on these travels.  In order to clear his invoices from collections, he will need to make a payment of $93.30.    

• Initial Complaint

  Date:11/06/2023

  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.

  EZ Pass Pennsylvania charged me double on 9-8-22... We moved from PA to Michigan and had our 2 cars shipped. During shipping process the EZ Pass read in our cars that were on top of the truck transporter being carried from Fort Washington, PA to Michigan. I was charged $31.25 + $39 + $39 twice for both vehicles + the car ship service was of course charged for his large vehicle. EZ Pass is making additional monies and not authorized to do so on my behalf on my credit card that is connected to both my account and my wife account. I have repeatedly attempted to resolve with EZ pass with calls or correspondence on their website. I have filled out multiple forms to get resolved and sent in big round circle. They told me to contact **** EZ Pass who told me to contact PA EZ Pass. I attached snap shot of EZpass transactions and my receipt from car ship service.

  Business Response

  Date: 11/15/2023

   The policy states that if a transponder is read while in transit with a car carrier service, the customer must provide documentation within 90 days which supports that the car carrier company paid the toll in order to consider a full refund.  If we do not receive documentation or dispute within the 90 days as required, the dispute will be denied as many agencies no longer accept disputes after this timeframe. While researching this complaint, we were able to determine that there was 1 duplicate charge at the same time with another transponder listed on his account on 09/08/2022 in the amount of 39.00 which has been refunded to the customers account balance as a onetime courtesy. All future disputes must be submitted in the proper timeframe to be considered. Each agency both in Pa and out of state determine the amount of time they will consider disputes and they do not accept disputes if they are not within that timeframe.

  Customer Answer

  Date: 11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I have sent in the paperwork three times now and they keep saying they don’t have it and then they tell me they do have it but it’s past the deadline, even though I had sent it to them before the deadline. They refused to look up an ounce of information as we’ve been charged double for carrier. 
  

  *************** *** LLC
  Carrier Contact ****** at (***) ********
  
  Contact ********************
  Phone **************
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/16/2023

  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 have been a ez pass customer since mid June.. I have had nothing but issues these last 2 months... I not only have the transponder in my car but I have my license plates all registered in the app and it is still not registering. I received a massive bill from ********** for my rental with proof that it was in the app and was charged the full price of the tolls... this past weekend, I received a pill for my regular car that has been in the app with its license plate since the first day I got signed up as well.. I sent my transponder out 2 weeks ago and have not received it back. This is completely frustrating for the amount of money I spend on tolls this system needs to work properly!!!! I have called customer care multiple times about this and asked for a supervisor and never receive a call back

  Business Response

  Date: 09/19/2023

  This email is in response to the above mentioned customer who is seeking a refund. The account is not current active and has a negative balance of -12.05. When an account is not active, customers will receive an invoice in the mail to the registered owner of the vehicle. Upon researching the account, it appears as though in addition to the negative account balance making the account not active in the lanes, the transponder is not mounted according to the instructions provided when she opened her account.  
  
  On 08/19/2023  and 08/20/2023 we attempted to replenish her account for $35.00 but the bank did not accept the charge and her replenishment was turned off. Since this is a prepaid service, customers can log online to www.paturnpike.com and log into their account or download the mobile app to update payment methods and make payments to their accounts. All customers are required to mount their transponders according to the instructions provided as stated in our terms and conditions. At this time, the account balance must be paid and the account should be brought back into a good standing to avoid further invoices or violations.  
  
  When reviewing the vehicles, it appears as though she did not put accurate information on her vehicle listing , causing the rental car company to bill her. We are unable to refund any charges that the rental car company applies as this is their company policy and not an association of E-ZPass. Our system allows customers to select dates and times of their rental vehicles, however, the information must be entered by the customer correctly to avoid invoices being sent or billing by the rental agency.  We apologize for any inconvenience this may have caused.  If she wishes to update her information via the phone , she can call ************** and speak to a Customer Service Representative.

  Customer Answer

  Date: 09/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the rental car was correctly listed in the app and I have proof sent from your company that it was in there correctly. On MULTIPLE calls in I have asked to speak to a supervisor and requested a call back with no avail. I did inform you representatives that nothing will be replenished until my concerns have been addressed.  I have not received my transponder back in the mail that was sent out. Your company expects me to continue to pay for something when it is not being handled properly. I have had many $10 abandoned toll charges that had to be corrected and again recently received a statement in the mail for toll charges also. I would like to speak with someone higher up from customer service representatives over the phone to address this issue to eliminate the back and forth with these emails to handle this properly. I can be contacted at ************. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 10/03/2023

  I have not received a new transponder and I still have not spoken to a supervisor as requested multiple times about the charges even though my car was listed on my account for the ez pass website/app 

• Initial Complaint

  Date:05/01/2023

  Type:Product 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 received a letter from *********** ex pass Stating my transponder battery was low. They stated I should request a replacement and return my old one. Once I received my new transponder I returned old one in a prepaid envelope they provided. Then I noticed ezpass had taken $35 from my bank account so I checked my ezpass account and there were several charges I did not make. So I called them to say I no longer had the transponder and they said there was no record of my transponder was returned. Someone must have stolen it from mail and that there was nothing they could do I had to file a dispute form to get money back. The person I spoke with was very rude. They also charged me for transponder that I returned.

  Business Response

  Date: 06/21/2023

   We tracked the return package ********************** and it is currently at the pre shipment status with USPS however, USPS is showing they did not receive the item at this time.. As a one-time courtesy to the customer we adjusted any tolls that were outside of her previous travel pattern, and we will also waive the lost stolen fee. The credit has been posted to the balance.

  Customer Answer

  Date: 06/21/2023

  [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:04/18/2023

  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 used my EZ pass to pay for long-term economy parking at the ****** airport. I was overcharged and attempted to follow up with ez pass and ****** airport. Neither responded so I followed up with my credit card and provided documentation for the daily rate and what I was charged in excess to that. My credit card sent me paperwork indicating that they did their research and came to an Agreement with EZ pass’s financial institution that I was charged too much and was refunded $113.50. EZ pass is not honoring this and threatening to send me to collections if I don’t pay them the 113.50 which is almost double what the actual bill should have been according to posted rates. Criminal! Shame on them trying steal money from hard working honest people.

  Customer Answer

  Date: 04/18/2023

  Address update - please do not make this public. 

  ************************* 

  *********, ** 

  *****

  Business Response

  Date: 05/05/2023

  I am writing in response to the above named customer with regards to a transaction which posted to her account for parking at ****** Airport.  E-ZPass account holders have the option to opt in or out of E-ZPass Plus which allows customers to use their E-ZPass to pay for parking in participating facilities. In this case, the customer was charged by the parking facility and not by E-ZPass for parking at their facility. E-ZPass posts the transaction to the account based on the information received from the facility, but we did not charge her credit card for the transaction. The parking facility in which she used for parking creates the charge and charges the credit card she placed on file for any charges over $20.00. All participants in E-ZPass plus are required to dispute any charges directly with the facility. Although we sympathize with her frustration, this charge was not deducted from her account balance rather the credit card she had on file and the ****** Airport charged her the funds. She is required to contact them directly to resolve this matter. If she would like to Opt out of the E-ZPass Plus program, she can do so by calling 1.877.736.6727.
  
  
   
  
   

  Customer Answer

  Date: 05/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I contacted both ****** airport and EZ Pass and when neither responded to me I disputed with my credit card.  My credit card did the research and agreed I was over charged.  The settled the complaint with EZ Pass’s financial institution and sent me confirmation of said agreement (previously attached).  Nine months later (with no correspondence in between) they are threatening to send me to collections.  The document I submitted shows they agreed to the terms.  If they paid ****** the wrong amount they need to contact ******. I filed complaints against both because everyone says it’s the others responsibility and at the end of the day I was over charged by $113.50!
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:04/03/2023

  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.

  my transponder amount keeps going up! i want it to stay at $35! this is my account! they keep taking out $75 when it should be $35!

  Business Response

  Date: 04/20/2023

  In response to this complaint forwarded to us by your office, E-ZPass customers who's travel exceeds the replenishment more than two times a months for three months are automatically adjusted up to cover their travel.  In this customers case the toll amounts exceeded the replenishments causing the replenishment to be automatically increased . If toll travel is reduced in the three months following, he can call in at any time to have it reviewed and request a reduction. A reduction would be granted of the toll travel was reduced. If at any time the toll travel increased again his replenishment would automatically be increased to cover the travel.
  
  I have attached our terms and conditions for your reference. 

  Customer Answer

  Date: 04/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: your very backwards and greedy when it comes to this! you shouldnt be able to control my replenishment amount of money! you make enough off the turnpike, you keep raises the rates! no other state does this! find a better way please!
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:12/27/2022

  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.

  Ez pass is charging $10 on a $5 toll base on the fact that it's reader can't read the transponder in the ezpass lane yet it can take a picture of my license and find that I have a valid account with them. Why do I have to pay 2x when it's their equipment that doesn't work and yet I have a valid account which they can find and charge the correct amount but instead charge 2x.

  Business Response

  Date: 02/23/2023

  February 15, 2023
  Dear **** *******:
  This letter is in response to a complaint filed by *** ******* ********, Case #******** 
  $10.00 charges occur for one of the following reasons.  
  The customer has an older transponder and the battery begins to fail, causing it to read in the lanes intermittently.  
  The customer fails to mount the transponder as required by the Pennsylvania Turnpike. Mounting the transponder is the only guarantee that it will read at both entry and exit during the customer’s trip. 
  The customer may have features in/on the windshield that can interfere with the radio frequency the transponders transmit in the lanes. 
  Account ******* – On 12/05/22, we sent a letter to *** ******** informing him that the transponder on this account was eligible for replacement and requested he respond.  We did not receive a response back from *** ********.  We then sent an account Activity Alert - Orphan Exit Notification to the customer on 12/24/22, indicating that his transponder did not read in the lane and resulted in a $10.00 toll charge posting to his account. This letter was in direct regard to the $10.00 charge Mr. Possanza’s complaint is referencing.  
  On 01/04/23, the customer logged in to his account online and disputed the $10.00 charge.  We accepted his dispute the same day and adjusted the $10.00 toll down to the fare of $5.10.  We also submitted a request for his transponder to be replaced on that day as well.  It was mailed to him on 01/10/23 with instructions to begin using the new transponder and instructions to return the old transponder in the prepaid envelope provided to him.  We received the old transponder back on 01/17/22.
  I have also included the E-ZPass Terms and Conditions, highlighting the requirement of properly mounting the transponder.  In reviewing *** ********’s account further, we can clearly see that he is not mounting his transponder on the vehicle’s windshield as required.  It is for this reason that his transponder did not read and he received the $10.00 charge.  It was not an issue of faulty equipment.
  
  The customer has two other accounts with us that we would like to address as well.  
  Account ****** - On 07/22/22, we sent a letter to the customer indicating that the transponder on this account was eligible for replacement and requested he respond.  He has yet to respond to this letter and is still using it on his travels out of state.  If he continues to do so, it could result in additional incorrect charges and/or fees being assessed to his account.
  Account ******* - The transponder on this account is newer, not near the end of its battery life.  The account does not appear to be used anymore, as there are no recent transactions posting.  If *** ******** wishes to close the account, he can return transponder# ******* with a written request to our address above.    
  
  Thank you.
  
  Sincerely,
  April S****
  Toll by Plate Manager