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:12/11/2023

  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 recently received a Toll Violation Notice from I66 Express on December 4th 2023. This was my very first NOTICE in regard to the bill, but when I looked at the bill, I saw that there were administrator fees. Additionally, I noticed on the invoice that the bill was due on November 24, 2023 way past the date I received the invoice. I contacted there billing department numerous times and spoke with a woman named ****** and ****. I asked them why and they stated that the 25 dollar admin fees are for late payment so I owe them for the tolls for $59.40 and $25.00 for administration fees. I asked them how is that possible when the invoice I am holding in my hands is stating that this is the first invoice and I have until November 24th to pay. Thats the first problem, problem two is I received the FIRST invoice notice LATE. For over a week I have tried to get this resolved and the same people keep picking up the phone which is ****** and ****, majority ******. After numerous calls ****** said she would adjust the late fees and admin fees and I would owe the tolls which is $59.40 not $8440. After one business day, I checked the bill online and it was now showing the amount owed was $109.00 dollars. The charges now INCREASED. I called about six times requesting to speak to a supervisor and ****** refused to and said she would have a supervisor call me. I receved a call today 12-11-23, and the supervisor *******, repeated the same thing. I am charged an admin fee because I didnt pay the toll fees after 5 days of the violation, I asked her would I know that if there was no bill, AND i also have an ez pass on my windshield. I told her i loaned my van to my inlaws with my wife (total of 6 people in the car for both incidents) so what happend. she told me that it was not switched to the correct setting. I told her it was a mistake and I have no problem paying the 59 like we agreed, she refused and hanged up on me. I called again only to be placed on hold for an hour

  Business Response

  Date: 09/12/2024

  11/22/23- Customer received toll violation notice and wants to dispute the toll fee of $59.40 since he claimed that there are more than 3 passengers in the car. Customer claimed there are no overhead and roadside signages about needing an Ezpass Flex to qualify for HOV 3+ discounts. The 66 Express customer service Offered to waive $25 admin fee,educated customer about the ****** and educated regarding actions of not paying.The customer terminated the call.
  7/2/24- All fees waived and customer paid account balance. 

• Initial Complaint

  Date:12/03/2023

  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.

  EZ Pass has charged me 3 times in the past year for bogus charges. You're supposed to have multiple people in the car when us*** the ***/EZ Pass lanes OR pay the toll. What EZ Pass wrongfully does is says "oh we can't see your children so we're charg*** you" even when you have the *** button toggled on your device.*********************** is a peace of sh*T and his company needs to file F**KRuptcy because they're F-*** everyone in the **** area with this c*** I would like a refund for all of the false charges and clarification from **** and his team that when I or my wife use the *** button we're not go*** to be charged. And I will not accept "oh sorry we can't see your 4 year-old on our heat ray sensor". Sorry clowns that's literally toll-way robbery, no pun intended. And one more th*** - **** you ****

  Business Response

  Date: 12/15/2023

  December 12, 2023
  

  Dear Sir or Madam:
  

  Re: Case ID # ********
  

  On behalf of E-ZPass ********, I do apologize for any inconvenience the customer has experienced.
  

  I have submitted a toll charge dispute to I 66 Outside the Beltway for the charge on 12/01/2023 in the amount of $16.45. It can take 7 14 business days to receive an email response from the toll road. The customer will need to contact I 66 Outside the beltway at ************** regarding the toll dispute that was denied in July. The toll road determined there were not enough occupants in the vehicle. We do not service all toll roads in ********. Therefore, the customer will I 66 Outside the Beltway directly.
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor
  ****************************
  ********************, ** 24422
  Phone: ************
  Email: ****************************

  Business Response

  Date: 09/12/2024

  Customer was told that trip images do not confirm HOV 3+ status (3 or more people not shown in vehicle). 

  Customer came to the ************************* Outside the Beltway customer service center and was threatening to staff members. Since the time of the customers visit extra security measures such as bulletproof glass and in person security have been implemented. 

  Customer Answer

  Date: 09/12/2024

  [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: 20952798
  
  I am rejecting this response because:
  The response is a blatant lie. Ive never been to their office. I dont even know where their office is. Im not sure what theyre talking about in the last part about installing glass.

  My complaint was well over a year ago and now theyre responding? Maybe they have the wrong person. But that would make sense since theyre run by a bunch of dingbats and monkeys. 
  

  I am willing to make a guarantee, however. If this negatively impacts me in anyway, I will plan to sue and given their blatantly lying and can provide no proof that Ive done whatever theyre saying, I will easily win in court. 

  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/22/2023

  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.

  EZ Pass VA has sent me an email stating that my HOV ON was erroneously turned on. However, it was turned on because I did have 3 people in my vehicle. I'm concerned that EZ Pass VA may be charging citizens unfairly or inaccurately. This needs to be investigated.See the summary of the email sent below - Dear E-ZPass Customer,During recent travel on I-66 Outside the Beltway, your E-ZPass Flex (***********) was set to "HOV ON," without having the required three people in your vehicle.You must have a minimum of three people within your vehicle and an E-ZPass Flex set to "HOV ON" to travel free on I-66 Outside the Beltway Express Lanes.This message is only a reminder to make sure you know how to use your E-ZPass Flex and do not have any issues during future trips.

  Business Response

  Date: 09/12/2024

  Customer received ************* email.Customer was not charged. Customer has not contacted ************************* customer service to date. 

• Initial Complaint

  Date:10/10/2023

  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 have 3 people in the car but they charge me non hov rates still. Wife and son in back seat. Their technology is unable to appropriately determine whether to charge a person or not and therefore should give customer the benefit of the doubt since their camera cannot see the back seat well enough. It is a scam to tell people you won't be charged but their system cannot appropriately determine the lawfulness and truth of passengers in back seat. Many other have the same issue. The amount paid is growing daily.

  Business Response

  Date: 10/10/2023

  October 10, 2023
  

  Dear Sir or Madam:
  

  Re: Case ID ********
  

  On behalf of E-ZPass ********, I do apologize for any inconvenience the customer has experienced.
  

  A dispute was submitted on the customers behalf on 10/02/2023 for 2 transactions that occurred on 9/16/2023. The amount of the tolls was $16.70 and $8.10. The dispute was sent to I - 66 Outside the Beltway on 10/03/2023. Toll disputes can take **** business days to be resolved, the approval or denial for toll charge disputes is determined by the toll road. To file a complaint regarding the technology or the outcome of the dispute, the customer should contact I-66 Outside the Beltway directly at **************.
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor
  ****************************
  ********************, ** 24422
  Phone: ************
  Email: **************************

  Business Response

  Date: 09/12/2024

  9/11/23 customer called related to HOV warning email, confirmed the customer was not charged. No further action needed. 

• Initial Complaint

  Date:09/25/2023

  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 own a cleaning company and travel with my team using the 66 express lanes. I always have 4 team members traveling with me to various work sites. My flex pass is off because I have 4 and sometimes 5 passengers in the van. Im receiving toll violations and with all the fees its now over $1085.00. A couple of my workers do fall asleep and Im not sure if the transponders picks them up because they will put their hoodies down over their faces, so Im welling to pay the tolls but requested the fees be waived but has been denied. No they turned it over to collections. Please provide any additional assistance into how to get the 66 express lanes to waive the fees and accept payment. Thanks *****

  Business Response

  Date: 09/06/2023

  September 1, 2023
  

  Dear Sir or Madam:
  

  Re: Case ID# ********
  

  I left the patron a message to contact I66 Outside the Beltway regarding the violations received. All violations under the customers first and last name from the ********************** were subtracted from the **ZPass account on 7/24/2023 and the administrative fees were waived. We do not service all toll roads in ********. I66 Outside the Beltway is a toll road that we do not service and we do not have access to their violations. Our records show the customers account went insufficient on 5/23/2023, 6/7/2023, 6/20/2023, and 7/30/2023. The account is currently set up for automatic replenishment. To travel free of charge on I66 Express Lanes, the **ZPass account should be fully funded with the transponder switched to ON when traveling with 3 or more people in the vehicle. The customer will need to contact I66 Outside the Beltway at ************** (Monday Friday 8 AM 6 PM).
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor
  ****************************
  ********************, ** 24422
  Phone: 877-

  Business Response

  Date: 09/12/2024

  7/10/24 customer requested admin fees be waived. Educated to customer that she received the violation notice since there was not a sufficient balance on her Ezpass account during her trips on 06/12/2023 and 06/19/2023 and that all charges and admin fee is valid. The 66 Express customer service applied a one-time courtesy to waive off 1 admin charge. The customer agreed to pay the remaining balance. 

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice of violation for not having 3 people in my vehicle on I66 Plaza 411 on 8/26/2023 at 13:06:47 Facility *****. There were three people in the vehicle. I need EzPass to acknowledge their error and remove the violation and associated charges. My mother-in-law, my nephew, and my husband were all in the car. Or, please tell me which of those three people is not real. They would all be fascinated to know they are not real in the eyes of EZPass.

  Business Response

  Date: 09/05/2023

  September 1, 2023
  

  Dear Sir or Madam:
  

  Re: Case ID# ********
  

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.
  We do not service all toll roads in Virginia. I66 Outside the Beltway is a toll road that we do not service and we do not have access to the violation notice that the customer received. The customer should contact I66 Outside the Beltway or follow the dispute options included with the violation notice. The telephone number to I66 Outside the Beltway is ************** (Monday Friday 8 AM 6 PM).
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor
  1504 Chestnut St.
  Clifton Forge, VA 24422
  Phone: ************
  Email: [email protected]

• Initial Complaint

  Date:08/29/2023

  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.

  I received notices for using the I-66 express lanes in HOV mode with less than 3 passengers. However, I was in the car with my husband and 1 year old son. After countless hours of phone calls with customer service, they accepted my requested and sent an email (attached) saying that my account will be credited with the amount that was unfairly withdrawn. Now, 3 months have passed and I have tried every way to reach out to them (including ******** and nothing has happened. I am even charged processing fees by the ****** toll road, because I refuse to put more money in my Ezpass account.

  Business Response

  Date: 09/12/2024

  Customer disputed on 5/17/23 related to HOV. HOV 3+ was confirmed via trip images and the case was resolved. A toll correction for the disputed trip(s) was submitted to VA Ezpass for processing. Customer was advised that it may take up to 3 to 5 business days to see this credit ($35.80) reflected on the ****** account.

• Initial Complaint

  Date:08/20/2023

  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.

  I66 Express sent me a ticket for toll violation for a license plate not registered to me but used my name and address. I filed a dispute online then received an email asking for proof of vehicle history. I contacted ************** ************ to help me. Then i66 sent me another notice saying I have to pay the ticket no matter what because I have been too slow to respond. That is not true and the people who send me emails from i66 do not respond Back to me. I think this whole company may be a fraud trying to collect money from people like me in ******** who have never Even driven in ************* i66. They need to close the case without charging me any fee. I66 ticket 0000256501-2 Date 08/05/2023 Plate ** 86Z485 Amount due: $25.90 then $100 by9/4/23 My only car is registered in ******** like my home address not ************* like the plate they have a photo of. I should not have to pay this ticket and they are not willing to resolve this fraud.

  Business Response

  Date: 09/12/2024

  Customer submitted dispute on 8/11/23 however despite requesting documentation, the customer did not reply with the requested documentation and the dispute case was closed. Account balance was written off on 11/21/23 after the customer disputed with the collections company advising it is not her vehicle. 

• Initial Complaint

  Date:08/15/2023

  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.

  Over 2 months ago I filed a dispute for a incorrect charge on my **Pass. I was in the HOV lanes and HOV compliant but was charged 17.10 to my transponder. On July 14th I received an email stating I would be receiving a refund to my account for 17.10 within 5 to 10 business days. Never received the refund. I keep calling and each person keeps telling me to wait another 5 to 10 days. Will not transfer to a supervisor when asked. Plate number is *******. Transponder number ***********.

• Initial Complaint

  Date:08/08/2023

  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.

  Re: Transponder ********** It is with great disgust I send this complaint. I have enclosed documents to prove there is an account corresponding with the MD Tag PR0FESA. After speaking with **************** I was told there is no information associated with my MD Tag PROFESA; and my dispute for costs associated with Toll Violation Notices **********-1 and **********-1 were denied in a matter of minutes and the Notices continue to come. I have received 3 more Notices and there are 3 more on the I66 Express website. I have done a thorough review of the Notices and have found numerous discrepancies. They are as follows: The Transponder charges are sometimes captured using the Transponder # and the Tag #PR0FESA. I have incurred $3,053.70 in toll costs not including the $241.05&$131.80. Notice# **********-2 dated 08/05/2023 entry for 06/28/2023 in the amount of $56.35; I have three other Notices for the same date of 06/28/2023 and varying amounts: Notice #**********-1 in the amount of $48.60, **********-1, $20.85 & **********-1, $43.85; totaling $169.65. Notice# **********-2 dated 08/05/2023 shows an entry for 06/29/2023, $58.60; received Notices for the same date of 06/29/2023: Notice #**********-1, $46.10. Notices **********-1, $20.55 & **********-1, $43.65 dated 06/30/2023. Notices #**********-1, $44.90, 0000285300-1, $16.55, 00002955329-1, $20.75 dated 07/07/2023; Transponder charged 3 times on 07/07/2023 - $4.30, $11.45 & $3.00. Notice # **********-1, $44.75 on 07/06/2023. Notice #**********-1, $38.15, $47.40. Notice#**********-1, $45.50 on 07/10/2023 at 09:01:00 AM, Transponder was charged on 07/10/23 $8.25 at 09:04:55 AM. Notice: **********-1, $48.60 on 07/11/2023, Transponder was charged on 07/11/2023, $25.00. Notices #**********-1, $137.00, **********-1, $89.98, **********-2, $114.95 0000285300-1 $16.55, 0000295329-1, $20.75 be eradicated in full; and Notices #**********-1, $241.05&**********-1, $131.80 be refunded in full.

  Business Response

  Date: 09/12/2024

  ****** account did not have sufficient funds at the time of the trips and the dispute was denied on 7/17/23. 
  Upon review of the documentation provided related to customers ****** account, ************************* customer service was able to determine that from 6/17/23-7/10/23 the account was in a negative status and the transactions were not able to be processed. On 7/11, a trip was taken at 8:51 AM and was not able to process at the time of the trip as the payment of $200 was made after the trip at 2:43 PM according to the EZPass transactions statement. As the account was insufficiently funded, the 66 Express was unable to charge the outstanding trips to the ****** account.
  At this time, the dispute is denied,and the toll violation notice is valid.