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:08/22/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 notice from a debt collection agency regarding a late toll violation of $14. I never received ANY MAIL related to this violation. The new fee was $225, which I paid because I didn't want them to give me yet ANOTHER late fee on top of that. The person I spoke to at the debt collection agency said they could not help at all with disputing this and said it was unlikely to succeed in dispute, but it's worth a try here I guess.
  
  I never received a notice for a $14 toll but would be fine paying it. It's unreasonable to add over $200 additional charges for something I didn't know I owed.
  
  Violation #: ************

  Business Response

  Date: 09/06/2022

  August 30, 2022Dear Sir or Madam:Case ID: ********On behalf of E-ZPass Virginia, I sincerely apologize for any inconvenience the customer has experienced.Thank you for bringing this to our attention. The refund request is approved, a refund check will be mailed to the customer’s current address within 30 days. I updated the customer’s address on the toll violations that were in our system. However, that does not change what is listed with the DMV. I spoke with the customer on 8/30/22 and advised that notice number ************ was not paid. Per our conversation, I subtracted the cost of the toll from the E-ZPass account. Currently there are no unpaid tolls under the customer’s license plate on the toll roads that we service.Kind Regards,****** ******Customer Service Supervisor**** ******** ********** ****** ** *****Phone: ************Email: ****************************

  Customer Answer

  Date: 10/18/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I made a complaint on this website about an incorrect late charge. The customer service at EZPass Virginia called me and recognized the error. On August 30, 2022, I was informed that I would receive a refund check mailed to my home within 30 days. It has now been almost 50 days and there's no check. I also emailed them directly a week ago, which gave me an auto-reply claiming I would receive a response in 1-3 business days. This has not happened either. I have attached the refund confirmation I received via this website when they closed my previous complaint.

• Initial Complaint

  Date:08/11/2022

  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.

  EZPASS VA- VTOLL Fees
  
  This is a complete scam and has been going on for years, have called several times that are 1+hour long conversations and it is never resolved. I drive the toll road daily, yet sometimes the toll road does 'not recognize' the car? I have gotten several transponder replacements (for both the plate and windshield) & even received special instructions for my car. I have since had to make it a thing to call every 6 months just to get these charges reversed (that is after talking with someone for over an hour and them telling me it will be resolved)
  
  This is a complete scam and ezpass has no desire to fix it, I cannot imagine the amount of money that people are getting duped out of and not knowing it.
  
  Once you speak to an ezpass rep, you can request to speak to a supervisor. The complaint form is 'intetnally' only therefore you have nothing to go off of if the charges keep happening (which they do)
  
  When you sign up for an ezpass account, if you have it add money when needed (therefore all information is given) payment info, address, car type, car color, license plate #, why on earth are people seeing charges because they do not recognize the car? This is a complete scam.

  Business Response

  Date: 08/22/2022

  Dear Sir or Madam: Case ID: ********On behalf of E-ZPass Virginia, I sincerely apologize for any inconvenience the customer has experienced. E-ZPass contacted the customer and left a message on 8/12/22. If the customer wants to keep an interior transponder instead of a bumper transponder, we will send a different type of interior transponder. The transponder must be mounted properly, or it is not guaranteed to work. Images from the Dulles Toll Road show the customer is holding the transponder up and the transponder is not mounted properly on the windshield. The transponder should be mounted on the windshield, below the rearview mirror outside any tinted or shaded area on the windshield. Per VDOT, the customer can contact our customer service center and request a replacement for a different type of interior transponder. Regarding the V-Toll fees each time that a transponder is not read, the toll road manually subtracts the cost of the toll from the account by the license plate, which causes more work for the toll road. If the customer agrees to replace the transponder and mounts the transponder correctly going forward, refunding the V-Toll fees will be considered. Per the Customer Service agreement, toll charges that are more than 120 days old can not be disputed. Again, I do apologize for any inconvenience the customer has experienced. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:08/07/2022

  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.

  Our company received a toll violation from E-ZPass. I returned the form indicating the vehicle in question is not one of our company vehicles nor has the license plate ever been registered to our company vehicle. I received a letter rejecting the dispute stating we would receive administrative fees and collection agency action if we do not pay. Additionally, they are putting the burden of proof on us to obtain a letter from DMV proving their error.

  Business Response

  Date: 08/11/2022

  On behalf of E-ZPass Virginia, we do apologize for any inconvenience. Notices are mailed to the owner of the license plate that is registered with the DMV. I called the customer and left a message explaining that the license plate was registered to the company for notice number ************. I advised that proof from the DMV is needed to have the notice taken out of the company name. The customer called back and spoke with the violations department, apologized, and stated that the vehicle was theirs, and would call back to make the payment. We do apologize for any inconvenience. Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 08/24/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* ********

• Initial Complaint

  Date:08/06/2022

  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.

  Good afternoon,
  
  
  This is a complaint regarding E-Z Pass Virginia. The situation is bizarre and the consequences are potentially damaging to my personal financial situation and credit.
  
  
  On April 11, 2022, I rented a complimentary car (Honda Pilot) from ***** ********** ******, while my vehicle was being worked on. It was a 1-day rental and I returned it the next day. See rental agreement attached.
  However, on July 4, I received violation notices for six (6) ****** **** **** Violations on the dates of 5/7, 5/9, 5/25, 5/25, 5/26, and 5/30, for that vehicle.
  When I called EZPass VA, they noted that there are also recent toll violations of this "same" vehicle, as recently as July 26, "in my name" (actually my name was misspelled). This appears to be an ongoing issue!
  However, ***** ********** ****** says that my account is completely closed with regards to the rental.
  Initially I thought this was identity theft because they had misspelled my name and I did not recognize the license plate number. For that reason, I contacted the ******* County Sheriff's Office and the DMV on August 1.
  On August 1, I also appealed the dispute with EZPass, providing a copy of my driver's license to prove that the name was different (***** instead of *****).
  On August 6, I received a letter in the mail that my appeal was denied, from EZPass Payment Processing Center.
  The provided “evidence” was a copy of the 1-day rental agreement on April 11.
  It seems the reviewer of my appeal did not map the date from the agreement with the dates of the violations.
  It also seems that the license plate of my rental is different than the license plate that is making these toll violations (******* vs ********).
  However, EZPass Virginia is requiring my payment or else I will be turned over to collections.
  As of August 6, I am paying the initial fine, not because I agree with it, but because I want to protect my credit.
  
  EZ-Pass will no longer allow me to appeal this result, under threat of collection.

  Business Response

  Date: 08/15/2022

  On behalf of E-ZPass Virginia, we sincerely apologize for any inconvenience the customer has experienced. The customer’s dispute was accepted, and the balance is now zero. I spoke with the customer and advised the payment was reversed and a refund check in the amount of $9.00 was issued on 8/10/22 for notice number ************ and will be mailed to him. Kind Regards,****** ******Customer Care Analyst