Complaints

This profile includes complaints for I-66 Express Mobility Partners LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  I-66 Express Mobility Partners LLC

  7450 Century Park Dr Manassas, VA 20109-2138

• 

  I-66 Express Mobility Partners LLC

  12600 Fair Lakes Cir Ste LL11 Fairfax, VA 22033-4904

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:06/16/2025

  Type:Product 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 have been in communication with 1-66 Outside the Beltway about this issue (via phone and digital complaint). Most recently, I received notice from a debt collector. However, monies owed have been paid. Below is a chronology of events: The toll accrued in January 2025 due to insufficient funds on an EZ-PASS was paid via check to I-66 Express outside the Beltway. After this money was paid, a bill was sent stating money was still owed from an alleged toll infraction from April 2022. No notice of this infraction was previously provided. I requested a new bill with the image of the license plate, so that I could verify this violation had actually happened before I sent additional money. I-66 Express could not produce evidence of this infraction, but continued to send bills requesting payment with increasing administrative fees or stating payment had to be made on a date prior to the receipt of the bill by mail.Each time I spoke to someone on the phone or received another bill the amount owed changed; inconsistent toll amount, admin fees were waived and then readded, etc. In order to put this issue to reset, another check was sent in May of 2025 to I-66 express for the amount of the alleged toll. Since no notice of this toll had been provided prior to 2025 (three years went by without contact about the apparent violation), administrative fees were not included in this payment. In short, I am disputing this debt collection as the monies for the toll violation and alleged toll violation have already been paid to I-66 Express Outside the Beltway. Due to the lack of communication and inability to provide requested documents, I am disputing their claim for administrative fees.

  Business Response

  Date: 06/17/2025

  Thank you for your inquiry. We appreciate the opportunity to clarify the history of your account and the steps weve taken to address your concerns.
  Your initial dispute was submitted online on March 2, 2025,with the note: This toll was paid by my E-ZPass account. We reviewed your case and found that the toll in question was not charged to your E-ZPass due to insufficient funds at the time of travel. As a courtesy, we adjusted your account balance from $191.10 to $94.90. A resolution was provided and the case was closed on March 3, 2025.
  Following the closure, you responded via email. As outlined in our auto-reply, once a case is closed, a new dispute must be submitted for further review. On March 8, 2025, we received a new dispute from you stating concerns about the adjusted amount and requesting a mailed notice with the corrected balance. We responded on March 10, 2025, including the requested documentation. No further response was received, and the case was closed.
  On April 10, 2025, you contacted our **************** team by phone and authorized another person to access your account. During that call, you mentioned receiving a notice and believed the tolls had already been paid. It was determined that there were two pending trips, though you were only aware of one. A dispute case was created, and on April 11, 2025, we provided an additional courtesy adjustment, reducing your account balance from $92.00 to $68.90.
  As of today, we have not received any additional communication since your April 10 call. Our records reflect three trips on your account:
  One unpaid trip from April 10, 2023
  One trip from January 24, 2025, paid in full
  One trip from January 24, 2025, partially paid on April 4, 2025
  We believe weve acted in good faith to resolve your concerns and have applied multiple courtesy adjustments to assist. Should you require additional support or wish to settle the outstanding balance, we remain available to help.

  Customer Answer

  Date: 06/18/2025

  [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: 23473981
  
  I am rejecting this response because the company is incorrect, and moreover, has yet to send proof of the 2022 toll violation. During the dispute directly with the company (via phone), it was requested that administrative fees be waived due to their being no notice, and a request was made for a formal notice of the violation (containing the license plate image) to be sent via mail.  The company sent another bill without the license plate image but with additional admin fees.  As stated previously in attempt to resolve this, a secondary payment was made in May via check (#****) for the alleged toll violation.  Again, it was requested that it be applied to the toll only and not the admin fees since there was no notice of an accruing fee over the course of three years.  There has been no further communication from the company, other than the most recent letter from their third party debt collector -- again, for a debt amount that is inaccurate and does outline when or what for the amounts they are attempting to collect. In short, if there is an amount owed for toll violation and the company can show proof of it -- I will pay it, as evidenced from the payments already made! But I am not going to pay exorbitant administrative fees that are continuing to be tacked on.  
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Im writing to raise serious concerns about I-66 Express Mobility Partners billing practices, which I believe are financially predatory, opaque, and fundamentally unfair to everyday ********** a full-time working mother in *****************, I depend on this route for my commute. Ive been charged over $500 per month in tolls without clear, real-time visibility into pricing or any meaningful protections against unpredictable charges. There is no daily or monthly cap, no upfront transparency, and no easy way to verify if charges are even accurate until after the fact. This system feels built to trap drivers into excessive fees, especially during peak hours when we have no viable ***************** outlets have reported that I-66 Express Mobility Partners has acknowledged billing errors. While they havent admitted my specific charges were wrong, the fact that theyve publicly confirmed that mistakes have occurred casts doubt on the accuracy of what Iand thousands of othersare being charged every single day. I have now filed a formal dispute through American Express because I no longer trust the integrity of their system.Their customer service offers no practical help. I am essentially paying a private company to hold me hostage on a public road, and it is not sustainable.I am asking for the following:A review and refund of excessive or erroneous toll charges over the past 36 months Immediate implementation of a monthly cap or frequent-user discount A formal investigation into the companys billing practices and lack of transparency This is not a one-time mistake this is a broken system. If no resolution is offered, I will escalate to the ************************** consider joining or organizing a class action, and share my experience with local press and lawmakers. Drivers deserve transparency and fairness not financial exploitation under the guise of mobility.

  Business Response

  Date: 06/16/2025

  From what we can see/what the customer has provided here does not give us enough information to look into separate (or any) transactions. By the customers name and phone number we cannot see that she has contacted us from the number she provided. If the customer would like to reach out to our customer service team directly they can call ************** to break down charges or ask questions. If the customer prefers to file a formal dispute, they are welcome to do so on our website - ********************************.

  Business Response

  Date: 06/16/2025

  From what we can see/what the customer has provided here does not give us enough information to look into separate (or any) transactions. By the customers name and phone number we cannot see that she has contacted us from the number she provided. If the customer would like to reach out to our customer service team directly they can call ************** to break down charges or ask questions. If the customer prefers to file a formal dispute, they are welcome to do so on our website - ********************************.

  Business Response

  Date: 06/17/2025

  From the information provided in the complaint we were not able to identify that the customer had previously contacted us regarding any transactions/trips taken. We are only able to search based on name and phone number because license plate and EZpass transponder number were not provided. If the customer would like to contact us they can do so through our customer service center by calling - ************** or if they would like to file a formal dispute they can do so by visiting - ********************************. 

• Initial Complaint

  Date:02/20/2025

  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-66 tolls customer service team reached out to me on Monday, February 20th, 2025, stating that my transponder was traced but not charged during the summer of 2024. They are now trying to charge me ***** for 9 missed tolls for July 14 through July 19, 2024. They stated to me that they have been sending notices to the following address, ************************************************* and stated that the ******** DMV sent them that address because they stated my car was registered in **, which is false. The issue is, I have never lived in ********* VA, I do not even have a driver's license in ********, none of my vehicles are registered in ********, so how did the ******** *** obtain this information to give to I-66 customer service? I-66 highway uses EZ Pass their proof. My EZ pass account address is ****************************************. My vehicles on my EZ pass account have North Carolina tags and registered in **. This address has always been connected to my EZ pass account, along with my name, phone number and address for years. I am not sure where they obtained that address from. I-66 is refusing to take accountability for not verifying my information with EZ pass to ensure I was receiving notices. I am disputing the charges because I was not notified properly about any missed tolls from July 2024. Tell me how it is fair that no one notified you in 9 months about a bill. No one called, texted, or sent a letter in the mail to my address that is on my EZ pass account. If I-66 uses EZ pass to collect data about missed tolls, why are they not capable of ensuring they have the correct address on file to send notices too. I-66 told me to contact EZ pass to prove that I have a transponder and that it works. I did everything they asked me to do, and they still closed my case and did not take any responsibilities for their actions. I was not offered an opportunity to handle this within a decent time because notices were mailed to an unknown home and person.

  Business Response

  Date: 03/03/2025

  Customer was sent notices to the address that the *** has associated with the license plate of the vehicle. We are a separate entity from ****** and do not pull address or contact information from their records, rather only obtain information from the ***. Customer has contacted our customer service previously and we are happy to come to a settlement regarding the matter if she reaches out again. 

  Customer Answer

  Date: 03/07/2025

  [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: 22967588
  
  I am rejecting this response because: They have yet to send my residence any notices. Please have them show the address they have on file for my registration at the **** My tag on my vehicles is not nor have ever been registered through the VA **** If they are claiming to not be an entity that works with EZ Pass then they do no have any correct information and they are contacting the wrong address. When I called them, I expressed that to them several times. They continue to ignore me when I tell them I have not recieved any notices. Please provide to address obtained from the ***. I am a resident of ************** my vehicle nor my drivers license is connected to VA **** Please provide notices as proof. I have never seen any notice come to my residence in *************** 
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Erroneously charged a toll for HOV 3+ lane despite having 3 in the car and the transponder correctly confirming that. They refuse to refund the charge. Private for profit companies should not own our roads if they can not do it ethically.

  Business Response

  Date: 02/25/2025

  Customer submitted dispute on 2/10/25. Customer was responded to on 2/11/25 and advised a courtesy refund was being provided in the amount of $27.15. Claim submitted to the BBB on 2/10/25 was submitted prior to the 66 Express Outside the Beltway customer service team accepting the dispute and issuing refund. 

  Customer Answer

  Date: 02/28/2025

  [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: 22922381
  
  I am rejecting this response because:

  While you are correct that I did contact you directly, and you did respond and offer a credit.

  It has been more than two weeks, and the credit has still not been received.  I will accept and close this case once the erroneous charge has been refunded.
  

  This has been ongoing since October through the EZPass system, wasting countless hours and creating a huge amount of frustration over $30.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/07/2025

  Customer has been advised that the disputed amount in question is in process of being refunded. The refund however does not come from I-66 Express Outside the Beltway for the trip, the refund is processed through VA EZPass and if the disputed amount is still in question he is advised to contact VA EZPass at - **************. 

• Initial Complaint

  Date:02/07/2025

  Type:Sales and Advertising 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.

  The company has accused me of going through a toll with a car and license plate that is not attributed to me, and despite my repeated efforts to resolve the matter, they continue to demand payment. The details of the situation are as follows:1. I received a toll notice stating that I went through a toll using a car with a license plate number that is not and has never been registered to me.2. I contacted the toll company multiple times via phone and email to explain that the vehicle in question does not belong to me. Despite my efforts, I was informed that I would need to provide a bill of sale for a car they are tracing back to me that I sold over a year ago. It is not my responsibility to do this as the Department of Motor Vehicles (DMV) shows this car now belongs to someone else.3. I contacted my local DMV, who confirmed that the vehicle in question is no longer registered in my name and does not belong to me in any capacity. The *** advised me that I should not be receiving this toll notice.4. The toll company has not provided any explanation as to how they are attributing this vehicle to me, nor have they explained how the toll was charged to my name.5. Despite all of this, 66 Express outside the Beltway has continued to harass me with these claims, which I believe to be fraudulent and unjustified.This situation is causing me undue stress and inconvenience, and I do not believe I should be held responsible for a toll incurred by a vehicle that is not mine. I am requesting that the BBB intervene to assist in resolving this matter. I would also like to emphasize that I should not be further contacted regarding this toll charge, and I expect the toll company to cease harassment and provide a resolution.I am sure I am not the only person this has happened to and it looks like the 66 Express outside the Beltway toll company most likely fraudulently charges people all the time.

  Business Response

  Date: 02/25/2025

  The I-66 Express Outside the Beltway customer service team has been in contact with the customer regarding their dispute. The customer was informed that if they could provide a bill of sale, we would be able to reassign the trips to the appropriate driver.However, the customer ************************ discomfort in providing this document.
  
  To verify the vehicle's sale, the I-66 dispute resolution team contacted the **** which confirmed that the vehicle was officially sold on July 17, 2024. The customer is disputing toll trips recorded on May 31, 2024; June 19, 2024;October 12, 2024 (two trips); December 21, 2024; and February 9, 2025. Since the sale date is documented as July 17, 2024, two of the disputed trips occurred before the vehicle was sold.
  
  To move forward with the reassignment, our customer service team is willing to assist further if the customer can provide a copy of the original bill of sale.
  

  Customer Answer

  Date: 03/03/2025

  Good Evening-

  The ***** was sold to ****** on May 28th 2024. The toll company is referring to a charge that happened while I no longer had the car. The toll company refuses to provide any explanation as to how they are attributing this vehicle to me, nor have they explained how the toll was charged to my name. No where on the statement does it list the *** number to the vehicle (which is the only way it could be attributed to me since the tags don't match anything I own). I do not feel comfortable giving a random toll company my purchase agreement with no explanation on how they are attributing the car to me. They are clearing lying where they are getting their "up to date " information because the consensus after multiple MVA calls is the car does not belong to me in any manner. Please let me know if you need more information regarding this manner.
  

• Initial Complaint

  Date:12/12/2024

  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.

  We bought a new car in May, 2024 and the E-ZPass transponder was transferred over from the old car but was not mounted properly. As a result, we incurred toll violations. In late June and July, we started receiving multiple toll violation notices from *******************************, I-66 Express Lanes - Inside the Beltway, and I-66 Express Lanes-Outside the Beltway. I called the E-ZPass ************** updated the records, and paid each of these violations. I also called ***********, *************** and I-66 Express Lanes separately to ensure that I these violations were taken care of at the time in July.All of a sudden, in October 2024, I received a collections notice claiming that I owe $639.90 for the toll violations with I-66 Express - Outside the Beltway. I called the collections and learned that one of my toll violations didn't get taken care of. However, when I checked online with I-66 Express in July after paying the violations, it showed $0 balance, so this was both surprising and shocking. My repeated attempts to resolve this with the I-66 Express - Outside the Beltway has failed. Upon learning what I owe, I promptly sent them a check for $189.90, which is $39.90 missed tolls and a $150 FINE on 10/24/2024. The collections company sent me a second notice in November, and when I called them - they had no idea that I had paid this amount. I faxed them over the receipts and called them back today, and they still haven't received any notice about my payments from the I-66 Express. I reached back to I-66 Express via phone and learned that they are still expecting another $450 from me for additional fines. I'm requesting that BBB please assist me with this dispute, I have paid what I owe them, toll $39.90 and $150 fine. I understand that there may have been an oversight on my part, but if I had received the violation notice, I would've paid the fines on time like I did with the other 3 companies. Asking me to pay 16x more than what I owe is outrageous.

  Business Response

  Date: 12/17/2024

  Our records indicate that the customer called *** for the first time on 10/17/24 to discuss their dispute. Unable to locate any prior contact from the customer. A case was created on 10/17/24 and the customer was offered a reduction of their account balance from $639.90 to $543.24. The customer claimed they did not receive previous notices from *** however the notices were sent to the same address as the collection's notices. The payment the customer submitted was a partial payment of the account balance which is why the customer has an outstanding balance. In regard to the customer's ****** - the transponder was not moved and/or properly mounted (per ****** customer agreement) to their newly purchased vehicle and their license plate was not associated with an ****** account, which is the reason the customer was sent notices and the reason the trips in question were unable to be processed. The customer's impression seemed to be that paying the initial account balance rather than the current account balance would settle the account in full, however no such adjustment offer was made. The customer's payment (10/30/24) was submitted after the due date (10/5/24) which is the reason why the account balance escalated and was applied as a partial payment to the overall account balance. 

  Customer Answer

  Date: 12/20/2024

  [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:
  
  The dispute opened after this complaint has resolved the issue. They've accepted my payment of ******, and adjusted my remaining balance to $0 as of 12/18/2024.

  Thank you for the support

  Regards,
  
  Babapradeep ***********
  

  
  

• Initial Complaint

  Date:11/26/2024

  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 am writing to dispute the transaction fees applied to notice number 0000891395-1 in connection with toll usage. These fees are unwarranted due to inadequate prior notification and baseless assertions regarding the functionality and placement of my transponder.Background:On Nov 21, 2024 I received a notice from regarding toll usage. This was the first communication I received concerning this matter. Upon receiving the notice, I promptly contacted the company to address the issue and obtain clarification. Despite this, I was charged additional transaction fees for each toll usage.Basis for Dispute:1. Lack of Prior Notification:I did not receive any prior notification regarding the alleged toll issues until the aforementioned notice. The absence of timely communication deprived me of the opportunity to address the matter proactively, rendering the additional transaction fees unfair.2. Erroneous ****************************************************** alleged that my transponder was either malfunctioning or improperly placed. I contacted ******** directly and confirmed the following:a. The transponder is in proper working order.b. The transponder has sufficient funds to cover toll usage.c. The transponder is securely affixed to the top windshield of my vehicle, consistent with recommended guidelines.Request for Resolution:The removal of all transaction fees associated with the toll charges.

  Business Response

  Date: 12/02/2024

  Customer contacted us on 11/21/24 advising they are an EZPass customer. 
  Transponder appears to be in a cup holder, not mounted to the windshield therefore the TAG was not read. The customer's license plate was not associated to their ****** account and a notice was sent. 
  Transponder seen properly mounted as of 11/23/24. 
  Proper notification was provided as a first notice was sent. 
  Customer disputed on 11/22/24 requesting a waiver of the admin fees. Customer initially offered an adjustment of a single trip admin fee on 11/21/24 to $1.90 from $12.50 however customer declined. 
  Customer requested images and was invited to the office however customer declined and requested images via mail which is against our business policy. Customer was provided front and rear images in alignment with our business policy showing the transponder not properly mounted. The customer was advised of the toll fee schedule via email on 11/27/24.
  At this time the charges/notices are valid. 

  Customer Answer

  Date: 12/04/2024

  [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: 22605667
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/25/2024

  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.

  I66 *** has repeatedly charged me for tolls that I was exempt. They started this in February 2023 before I complained, and it stopped in September 2023.However, once again in July ***************************************************************************************************** fact I did.Most recently, since October 21, 2024 I have been inappropriately charged $659.25 (and counting) for tolls by ****** on behalf of I66 Outside the Beltway. I66 claims I did not have three passengers, yet for about 20% of my trips, they did not charge me when I had the same passengers as those trips charged.When I spoke to I66 they claim their system shows I did not have three passengers, despite other trips being identical. In fact, when I have driven on other HOV toll roads operated by any other vendor, I have not been charged even when I66 has charged me literally seconds earlier.This is solely an issue with I66 Outside the *******, all other vendors in this same area DO NOT charge me (I-66 inside the Beltway, I-495, I-395, I-95). This issue is solely with this one vendor, I66 Outside the Beltway.I have noticed this is not a unique problem for me, this has happened to many others. I have attached a PDF and spreadsheet showing the charges, please refund me for the amounts totaling $659.25.I can be reached at this email address or by phone at **************. Thanks.Sincerely,***** ******

  Business Response

  Date: 12/02/2024

  Customer originally started disputes in July to August of 2023.Identified as a HOV violator at the time, disputes denied, 8 trips refunded as a courtesy. Dispute Manager reached out to the customer requesting to schedule an appointment for them to come in and review images. Customer never accepted offer or scheduled.
  Customer started disputing again this year in July of 2024. 5 additional trips were refunded to the customer as a courtesy. Continued disputes have been denied as the customer has been correctly identified as a HOV violator. The trips where customer was charged and is flagged as a HOV violator have had images reviewed and validated.
  During the period between the disputes in 2023 and 2024 customer has added multiple vehicles to his ****** account. Same tag being used in multiple vehicles with multiple drivers with HOV mode ON even when occupancy not met.
  Customer continues to violate HOV requirements. Customer has been educated on *** guidelines and invited to come review images again this year but declined when discussed with the Dispute Manager on 11/6/24.

  Customer Answer

  Date: 12/10/2024

  The response from the business, I-66 Express Mobility Partners LLC (I66EMP) is wrong on so many levels.  
  I began using the I66 toll lanes when they opened in October 2022 with ***-2 (and then ***-3 when it switched in late November 2022).  At first, I had no issues.  I drove the lanes, had the *** switch on, and was not charged.
  Around the late spring of 2023, I noticed I my EZ-Pass balance was being depleted on an exceptionally higher than regular basis.  When I reviewed the transactions, it was then for the first time I noticed there were several excessively high charges all for the I66EMP.  I noticed that in February 2023, my account started to get charged intermittently, 30% of the time, when I was driving on these lanes.  Previously when I took these same trips, I was never charged.  
  Comparing the times during this period when I charged vs not charged, I saw no difference in those trips; meaning I had the same amount passengers (3) and thus should have been charged NO times.  Instead I66 was pulling a fast one, trying to randomly slip in a charge here, a charge there I would not notice (and I did not for a while).  This is a common tactic by fraudulent organizations. 
  Most perplexing were the weird inconsistencies.  For example:
  I would be driving on I66EMP with ***-3 entering at the Route 28 exit headed west and not be charged.  Then when I passed the toll gantry at Route 234, I would be charged.  This was not physically possible; I had not stopped my trip and discharged passengers from 28 to 234; but if I66EMP was to be believed; then somehow, I had three passengers but five minutes later without exiting the road the passengers vanished.  This is but one example, there are many many others where I was on the same trip on the lanes, with one segment not charging me, while the other segment charged me.
  Clearly I66EMP had something wrong with their tolls, and this was a problem unique to them only.  I have been using EZPass *** toll roads for close to a decade including:
  I-66 Inside the Beltway (vendor VDOT)
  I-395, I-495, & I-95 in ******** (vendor Transurban)
  Not ONCE in all my years did, I ever get a charge for use of their *** lanes that was inaccurate.  Every time I had three passengers, I never got a charge; I never disputed any; these overcharges are something that only happens on I66EMP.
  Further, there have been many times where I have been on these other toll roads (say I-495 ***) and not been charged, yet on that same trip when I exited to I66EMP I was charged.  This can only mean either:
  The I-495 *** tolls by Transurban are incorrect.
  The I66EMP *** tolls are incorrect.
  OR I had three passengers on the I-495 *** toll lanes but while driving non-stop, between their gantry and the I66 toll gantry, the other two passengers disintegrated.
  Now, of those possibilities above, what is the logical situation?
  That the Transurban/V-DOT toll roads I have used for close to decade that has never made an error with my account, that I have never disputed, have been systematically wrong for years?
  Or the new toll road, I66 EMP, that:
  Is operated by a different vendor.
  Charges extraordinary higher prices than any other toll road.
  Has been the subject of an excessively high volume of similar complaints as mine as BBB shows, but as well ****** (**********************), *********************************************************************************************************************) so much so that this road has been featured repeatedly on the ************* TV and Print Media:  WUSA9 (**********************), (**********************), and FOX5 (**********************). 
  That admitted their toll readings were wrong, needed improvement, and got scolded by VDOT publicly.
  That told me themselves that they often cannot determine even to their low standards if a vehicle has the correct number of passengers.
  I think it is obvious that the problem is isolated only to I66EMP and given my history on other toll roads, other toll roads history with drivers, and that of I66EMP, that I66EMP has earned zero credibility and in fact are unscrupulous price gougers.  
  
  .as convincing as the above is, there is still more
  
  So as the problem got worse in May 2023, I began my series of disputes.
  I was unable to reach I66EMP, but I did reach ****** who verified that yes, the billing from I66EMP was irregular.  On my behalf, they filed disputes with I66EMP.  After a while, they did not hear back.
  It was at this time I reached out to ******** ******* at VDOT.  I knew of ******** because as fate would have it, I worked with Prince ******* County in 2017 as a Transportation Planner on the technical committee for this very road!  ******** said she would investigate and get back to me.
  Shortly after contacting ********, I received a call from **** ****** of the I66EMP in the summer of 2023.  
  **** accused me on the phone of not having the right number of passengers.  
  When I told **** that if this was the case, why were my trips charged so inconsistently, and not on the other toll roads, **** slipped and admitted that often they do not know from their technology if a vehicle meets the passenger requirements.  In effect, she confessed that I66EMP HAS NO IDEA and uses some arbitrary method that is seemingly at odds with much more reputable toll roads. **** made it sound as if I66EMP was giving me the benefit of the doubt by only charging me SOME of the time for trips that I deserved to be charged NONE of the time.
  Interestingly, around this time as mentioned, **** CBS 9 in ************* ran a news story about this exact issue on I66.  During this story, VDOT, who contracts the I66EMP, said they were disappointed with the vendor and that the vendors promises of having laser accurate detecting technology were far short of expectations and would need to be revised.
  Yes, **** asked me if I would come to the facility so she could show me that indeed I was schizophrenic and did not have three passengers. 
   Before I was going to visit, I reached out afterwards to ******** ******* again with VDOT. 
  And then, something strange happenedall my charges were REVERSED negating the need for me to visit.
  From September 2023 until June 2024, I continued to drive on the I66EMP toll lanes claiming *** 3 without incident; I was not charged.  In fact things were going so smooth, I sent another email to ******** in June 2024 thanking her for looking into the matter and that all I had been solved.
  I must have jinxed things, because shortly after telling ******** the problem was corrected, once again I66EMP started charging me as they had before where:
  Some segments on the same trip credited me with three passengers, others did not.
  Other toll roads on the same trip correctly did not charge me while I66 EMP did.
  Unlike last year, since then in 2024, I66EMP has become ruthless.  They have charged me over and over and over, despite for close to two years not charging for the SAME trips with the SAME passengers.
  Again when I spoke to ****, she told me she cannot speak for the other toll roads that do not charge me, but under their methods, I did not meet the requirements.  So it seems we are to believe that the vendor who was so inaccurate they were featured YET AGAIN on the news this year (July) has a system that is more credible and accurate than the other toll roads.
  It is true that I66EMP did reverse a few charges this fall, nominally.  But that was hardly a gesture of good will.  On 9/11/2024 my EZPASS account was credited by I66EMP for incorrect charges, but:
  On that same day, despite having three passengers, I66EMP issued new charges for me on that day.
  To add injury to insult, I was told since my account was credited on 9/11/24 that I had a positive balance.  However I66EMP a month later sent me a bill by mail claiming that on 9/11/24 that when I went on their lanes and they charged me incorrectly, that the refunds from them had not posted yet and thus I violated the toll and had to pay $50 extra!
  To date, I66EMP has refused to dismiss the ticket, so it seems they did a triple whammy. They:
  Originally overcharged me, and admitted it, issuing me a refund.
  Then they pulled the same stunt on that refund day, charging me for a trip I should not have been charged for.
  And then they claimed because their refund posted on the same day, my account was not positive, and I was being fined.  Now, this invoice is due to go collections with a fine of hundreds of dollars.  So it seems I was tricked into believing my account would be credited, just to be sneakily given a citation!
  Recently I spoke again to ****.  I explained this entire situation to her, I said I would come to the office, but I asked what would happen when I showed her there was no difference in the number of passengers between charged and uncharged trips.  I asked if they would credit me then, and she did not know what to say.
  Since then, I have sent numerous emails to ****, as well as executives at I66EMP (***** *****, **** ********, ******* *******).
  I told them I wanted to come into the office IF they would print out EVERY single trip of mine for over the past two years so we could compare the charged vs uncharged trips.  I said if we confirm the charged trips were no different than the uncharged ***3 trips, would they drop the charges.  I have yet to be answered.  Thus it is disingenuous that I66EMP is saying they made a good faith offer for me to come in to look at evidence with no process for what happens when I inevitably show them, they are wrong.
  At this stage, my EZPass account has a negative balance because I had my credit card do a chargeback.  I was illegitimately charged over $500 for trips on I66EMP; at a time when I have been furloughed.  Yet because of I66EMP I am now being told my ****** account will be suspended, and I will be taken to court.  
  Moreover, they are slandering me as an *** toll violator, when in fact I have never ever been issued a ticket for an *** violation.
  I66EMP has proven to be not only incompetent, inaccurate, but quite ruthless.  They are acting like the mafia, threating to close my account, take me to court, for charges that are inconsistent with their own evidence and with other toll roads.
  
  
  Summation:
              I have shown a repeated pattern of inaccurate charges inconsistent with their own practices and that of other toll roads.  I have shown their admitted incompetence, bad faith offers, and now the ruthless aggressive threatening harassment.  This business has nothing but a bad reputation notoriously and given my track record with every other toll road, all charges should be dismissed if not given additional money back due to the excessive time this has taken.  I66EMP should not be in business and not accredited.
  
  Addendum:
              If needed I can provide my EZPass history showing the irregularity of I66EMPs charging, the inconsistent with other toll roads, and my excellent track record/credibility. 
  
  
  
  
  

  Customer Answer

  Date: 12/16/2024

  To Whom It May Concern:

  I would like to withdraw my complaint against I66.  Since my last correspondence to the BBB, I have been in contact with I66 through ****.  All parties were extremely generous and understanding, they explained what was going on, and they cut me a significant break in deescalating what I had provoked.  If there is anyway possible, I would like to be able to leave them positive feedback here for their helpfulness.  Please let me know.  Thanks.

  Business Response

  Date: 12/18/2024

  We have reviewed the concerns raised and conducted a thorough investigation into the matter. Based on our review, all charges associated with the trips in question have been found to be accurate.
  This matter has been addressed in coordination with the ************************************* (****), EZPass, and I-66 EMP. At this time, all issues have been resolved and there is no outstanding account balance with I-66.
  We remain committed to addressing customer concerns thoroughly and in accordance with our policies.

• Initial Complaint

  Date:11/05/2024

  Type:Order 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.

  66 Express Outside the Beltway owns and operates highway toll station for *********** outside the ***********. Due to its technical flaws, 4 of my HOV trips were not recognized by my ezpass transponder while 20+ plus other trips worked properly. The company declined my original dispute request, without reviewing the evidence they requested (photos showing my transponder is installed correctly, as verbally agreed over the phone). The fact that the dispute case was closed before I submit by photo evidence less than 24 hours showing that the company did not honor the verbal agreement and didn't have good faith of solving this issue. Hence I'm filing this dispute case with BBB. The dispute amount is less than $100. My request is to have the company waive these unreasonable charges becauze I have a properly installed and working ezpass transponder, evidenced by other 20+ trip on same route as well as other toll road. Trip history is available from ****** official website

  Business Response

  Date: 11/14/2024

  Customer submitted two disputes for 6 trips where his EZPass was not read and they were seeking HOV compliance. The first case was created on 10/11/2024 and the second case was created on 11/01/2024. The customer had 4 trips that went to notice processing due to not having their license plate associated to their ****** account and 2 trips that were charged to their EZPass. The customer was provided a courtesy adjustment and 1 of the 4 trips waived for HOV compliance. The customer then made a payment for the account on 11/08/2024 for the adjusted balance. The customer's ****** does not seem to be properly mounted per EZPass instructions and they would need to reach out to ****** to confirm placement and avoid further issues with tag reads. 

  Customer Answer

  Date: 11/15/2024

  [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: 22518788
  
  I am rejecting this response because i have sent video as well as photo evidence that proving: 1)ez pass transponder was properly installed, because other 20+ trips were read correctly, and 2)plate number was associated with ez pass transponder, proven by screenshot from ez pass. The business simply rejected my dispute case before reviewing the requested photos. 
  
  
  Regards,
  
  *** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/22/2024

  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 am writing to formally request to escalate for review and reduction of your fees and attorney fees that have been imposed on me due to the use presumed use of the I-66 Express Lane. I am concerned that the debt collection process in this case is abusive, as I have been denied my legitimate right to defense because I did not receive any notification of the alleged violation. This constitutes an improper notification for the presumed violation.A clerical error had the wrong town I live in but the correct address, so I never received any correspondence to pay this on ******* make matters worse, the collection lawyer was able to send a letter to my correct address, but this letter arrived two weeks after the deadline to file a proper dispute. This further denied me the opportunity to defend myself against the ********** addition, I had a transponder in my vehicle, but it was not read correctly on either April 8 or April 25. However, it was read on April 18, so it must be assumed that the transponder was inside the car, as I indicated in a previous email.Therefore, I am formally requesting again a review of this case, a reduction or elimination of the fees, and the dismissal of the attorney fees that have been unjustly accrued. I would like to pay the original amount owed, as I have just recently lost my job due to budget cuts at my company. I find this predatory as I have contacted them numerous times to resolve the issue but they refuse to adjust anything and instead, are demanding I pay the exorbitant amount with all the late fees and penalties they have added, instead of charging me for the original toll amount. I hope for a prompt and fair resolution of this request.

  Business Response

  Date: 10/31/2024

  We reviewed the customers dispute and determined that the license plate was not associated to the ****** account at the time of the trips, The customers transponder was not read nor was it properly mounted per ****** specifications. We advised him to contact ****** to confirm the transponder is working properly and has the correct license plate information associated with the account.
  
  The transponder not being mounted or read properly resulted in the tolls not being charged to the account and an invoice being generated, which then was not paid in the time allowed. Currently, the dispute the customer made is denied, and the toll violation notices are valid. The customer was sent to collections with a current account balance of Acct. balance $232.15.