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:07/08/2023

  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.

  This complaint is in reference to exorbitant fines and lack of due process associated with toll violations on I-66 outside the beltway ******* lanes in February and March 2023. At the time of these violations, I had a valid ******* transponder and active balance. The Toll Violation Letter I received allowed me to file a dispute if I was a customer in good standing with *******. I filed a written response with the LLC in the required time allotted, with no follow-up response. One month later, I received a second - and final - violation notification and an even higher fine of $88 for an aggregate $18 toll. I filed an electronic dispute, at which point a case (****************) was opened. One month after the case was opened, it was closed via an email notification to me. Multiple attempts to contact the LLC via their one customer service number were futile - in spite of how long I remained on hold (usually 45-60 min). Without any regard to my disputes, the LLC forwarded my case to a collections agency, which now requires me to pay a $294 fine for an $18 toll. This LLC simply wants to collect tolls and fines without any due process. I am requesting that the collection agency case be dropped, that any fines be expunged, and the business provide me written notification of these actions. I am including a number of documents: the two toll violation notifications, my quarterly and monthly ******* statements (that show that I had an active balance during the timeframe of the toll violations), and the case opened and case closed emails.

  Business Response

  Date: 09/12/2024

  4/24/23 customer submitted dispute via mail, but no Ezpass documentation was provided. Transponder was not read as no license plate was associated with the account at the time of the trip. dispute denied.  5/16/23. A one-time courtesy was provided to customer to reduce administrative fee back to $1.80 missed a toll fee.   

• Initial Complaint

  Date:07/06/2023

  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.

  On 5/25/23 I was driving on I-66 outside the beltway with my ****** hov transponder and 3 people in my car (2 adults and 1 infant). I was charged $10.15 and told that I was in violation of using my transponder correctly. I filed a dispute online on 6/3/23. I called customer service on 6/12/23, 6/27/23, and again on 7/6/23. Each time I was told they had resolved the issue and I would be refunded within 3-10 business days. Each time I called back after not receiving my refund to be told that the camera can see a car seat in the back and they will submit my claim for refund. Each time I am calling back several days later without my refund. I have asked for a supervisor and been told that there are no supervisors. I was also told that they are a third party system and therefore cannot refund my money to my ******. This results in no accountability from I-66 express.

  Business Response

  Date: 09/12/2024

  Dispute case created on 6/3/23. Case resolved on 7/6/23 and a full refund was issued to the customer's EZPass account. 

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:06/20/2023

  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 got a payment which I shouldn't have. I use the Flex Transponder and on that day I drove to Bealeton, VA from Fairfax, VA. There was 3 people in a car so I could've used Express Lanes for free. All that is for Account Number: ******* Customer Name: *******, ****** Charge Type: INTRAAGENCY TOLL TRANSACTIONS Facility: I66 OUTSIDE BELTWAY The first transaction is 0, which is totally ok Date: 6/2/2023 4:57:38 AM Entry Plaza - Time: 418 - 5/29/2023 12:01:28 PM Exit Plaza - Time: 423 - 5/29/2023 12:08:45 PM Charge Amount: (0.00)But the second transaction for the same transponder and amount of people is $17.35!!Date: 6/4/2023 3:31:29 AM Entry Plaza - Time: 403 - 5/29/2023 3:47:34 PM Exit Plaza - Time: 411 - 5/29/2023 4:00:13 PM Charge Amount: (17.35)There was a heavy rain at that moment and I could assume that there is something wrong happened reading my transponder.I need this to be resolved, because I shouldn't be charged for this!

  Business Response

  Date: 09/12/2024

  HOV 3+ was confirmed. Toll correction was issued and customer was provided full refund.

• Initial Complaint

  Date:06/11/2023

  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.

  In February 2023 I received a notice from I-66 that I drove on the highway without a transponder and that I owed them a toll and penalty in the amount of $28.00. If I recall correctly, it was a $5 toll with $223 in fees. I do in fact have a transponder on my car for well over a decade(#***********), which not only worked in February, but continues to work today (in fact they collected a toll on Feb 7, 2023 for a trip on Jan 29, 2023). I filled out the form they provided, giving them the details of my transponder and account. I did not hear from them since that time. Today I received a letter from a collections company saying I now owe $103 on that $5 toll. My transponder has never left my car. I notified them on the form they provided what my account and transponder number was. I had not heard since I sent them the form. I have no problem paying the toll, but $100 because they are the only people in the country that have a problem with my transponder is outright fraud.

  Business Response

  Date: 09/12/2024

  3/13/23 customer submitted dispute via mail. No Ezpass documentation was provided with the dispute. The transponder was not able to be read and no license plate was associated with the ****** account at the time of the trip. Dispute denied. 

  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: 20172226
  
  I am rejecting this response because:
  
  The fact that it took over a year and three months for I-66 to respond is indicative of their customer service. Despite what I-66 states, not only did I have a valid transponder, but they actually charged me for every single time they said I drove without a transponder. The same transponder number that I provided to them in my initial complaint that they say doesn't exist, and yet they were able collect payment from. I provided this documentation to the collection agency OVER A YEAR AGO, and they accepted the evidence that there was no debt to collect, and took no further action on I-66's claim. At this point I see no point in digging back to see if I still have documentation from over a year ago, for a complaint against I-66 which required a response from I-66 after one month. For I-66 to come back a year and three months after the complaint was made stating they "reject" the claim, just shows how they operate. Any ability to reject anything has long been waived. Their F rating on BBB is well earned. 

   

   

  
  Regards,
  
  ***** ***********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/05/2023

  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.

  66 Express Mobility Partners has charged my ** **** account for HOV violations on several occasions since May 1, 2023.  Each time we had the required number of people in our vehicle.  The first occurrence I submitted a dispute as directed on May 18, 2023.  After no response from the company, on May 23, 2023, I called customer service and told I would be refunded within a week.  No refund was provided and another call to the customer service did not resolve the matter.  66 Express Mobility Partners has also refused to turn over photos of alleged violations.  The fraudulent ** **** charges for HOV violations need to stop. All charges on attached ** **** statement for May are invalid. Dispute #: CAS-*****-******

  Business Response

  Date: 09/12/2024

  Dispute case opened on 6/5/23.6/7/23 Case resolved. I-66 has submitted a toll correction for the disputed trip(s).  It may take up to 3 to 5 business days to see this credit ($23.25) reflected on EZPass account as toll corrections are sent to the VA Ezpass administrator. 

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:06/02/2023

  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.

  My son was charged for a toll from I-66 with a valid transponder. It was a transponder transferred over from his old car that died and he had updated ** **** with the temporary tag, but this occurred shortly after he received the final license plate but had not had a chance to change the license plate number online. The toll was approx. $5 and that is what we were expecting to pay with a valid transponder. However, a month or so later, I received in the mail a notice that said he had not paid (received on 2/20/2023) and there was a due date of 2/22/2023 before late charges started. I was taken aback that they would only give you two days to pay, not to mention the fact we had a valid transponder. So, I called in, the customer service person was not helpful, so I asked to speak to a supervisor. The supervisor was not available, so they took my name and number and assured me a supervisor would call me back. I never heard back, so I finally just bit the bullet and paid the $5 toll and the $12 late fee (even though I contend I don't owe it, I paid it so that it would get resolved). I was concerned that they might continue this as the more I spoke to the rep, it sounds like part of their business plan is to charge customers late fees and to come up with as many ways as possible for late fees to be charged. So, as part of what I sent in with my check was a message that if they cashed my check, they agreed to accept it as payment in full and some information about the supervisor not calling me back. Once they received the payment and letter, they cashed the check and a supervisor called me back and left me a message. I called the number back and left a message and have never heard back from them again, until I got a legal letter in the mail for them now trying to charge me $87. I think someone at the state should investigate their business practices as they are more interested in figuring out ways to charge late fees, than helping customers.

  Business Response

  Date: 09/12/2024

  2/27/23- customer called and admitted license plate was not associated with their ****** account as required by the terms of the Ezpass agreement. Customer requested a supervisor who returned the customer call and left a VM however the customer did not ever call back, account was partially paid on 3/24/23, remaining account balance $12.50

• Initial Complaint

  Date:06/02/2023

  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.

  In mid February until mid March of 2023, I started to receive Violation letters from the 66 Hot Lanes organization referencing one of my company trucks going through their toll area. Evidently the transponder was not read correctly for approximately two weeks in the beginning of January. I filled out the dispute forms each time and promptly mailed back the information which included my account number and transponder for that particular truck. It is now May and I have not received a response as to disputing these alleged violations, but just received a letter from a Texas law firm demanding payment for all the violations. So the "violations" happened in early January, with the violation notices sent in late February/early March with prompt dispute material returned and now it is in collections. What is also strange is that the transponder in question is the same one from January, displayed in the same part of the windshield without another violation claim since the January incidents.

  Business Response

  Date: 09/12/2024

  7/6/23 Called customer related to ******************** complaint. No answer. Left a message for the customer to call me back directly to discuss.
  Following the call the customer submitted dispute via mail however no ****** documentation was provided with the dispute. Ezpass transponder could not be read and no license plate was associated with ****** account at the time of the trips. Dispute denied;however all admin fees were waived as a courtesy. 

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service 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.

  To whom this may concern,I purchased an ******* Flex in April 2023 with the intention of utilizing it on the toll roads. However, I was unaware of the complexities associated with the toll system for I-66 outside the beltway. The lanes have various rules and requirements, making it confusing for users. On May 26, 2023, I used the toll for I-66 West for the first time. I had my transponder set on HOV, assuming that I would be exempt from charges since there were four people in my vehicle. To my astonishment, I was billed an exorbitant amount of $197.40 for a mere 25 minutes of usage. I was completely unaware of the restriction regarding the transportation of a small empty trailer on my small truck. Regrettably, this lack of awareness led to the unintentional violation of the toll road regulations.Given that this was my first time encountering such a situation, I reached out to your customer service representatives with the hope of resolving the issue. However, my experience with the customer service department proved to be incredibly disheartening. Despite explaining the circumstances surrounding my mistake and emphasizing my clean driving record, the representatives were unwilling to consider any waiver or discount.Considering the nature of the incident, the length of time I spent on the toll road (approximately 25 minutes), and my prior adherence to all traffic regulations, I find it discouraging that my honest mistake is met with such inflexibility. I believe that a more compassionate and understanding approach could have been taken, especially given that I am a first-time offender.

  Business Response

  Date: 09/12/2024

  8/2/23- $25 fee waived, customer paid account balance.

• Initial Complaint

  Date:05/29/2023

  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 called on 3/29 to dispute and was told that I would be credited within 5 days. I still have not been credited. I was told my account was accidently charged for another vehicle transponder. I was told it was class 9 vehicle but I don't have a class nine and I was not on the express lane, but on a regular lane. The charge and dates are below.Entry Plaza - Time: 413 - 3/23/2023 1:58:02 PM Exit Plaza - Time: 425 - 3/23/2023 2:12:55 PM Charge Amount: (147.30)I have followed up with multiple emails and calls and each time was told the matter was being looked into and would be credited within days. It has been 2 months and still no credit has been issued and I keep getting told that the credit is coming.

• Initial Complaint

  Date:05/08/2023

  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.

  On April 25 and May 2 of 2023, I drove on I-66 from Haymarket, VA to Exit ** in the morning and returned in the afternoon. I purposely did not take the Express Lanes because it costs me around $25 each way to drive in the express lanes. I drove mostly in the furthest left lane on the regular I-66 lanes and it took much longer due to the traffic. The ** Express toll plaza still read my transponder and charged me a total of $57.75. The entry and exit times on the toll charges make no sense, either, as it takes me almost an hour to get from Haymarket to exit 75 when NOT taking the express lanes. For instance, one charge says I entered plaza GRD at 5:51 pm and exited at CBE at 5:58 pm. This would be my return from exit 75 to Haymarket VA. I called ** **** and entered a dispute for the charges. I received a notice today that because my transponder pinged, I'm responsible for the charges. The toll dispute # is *******. Virginia ** **** is charging customers tolls even when they are not in the express lanes, just because their transponder pings when near the express lanes, but not in them. This needs to be corrected. They are stealing money from people.

  Customer Answer

  Date: 06/08/2023

  --------- Forwarded message ---------
  From: <********************>
  Date: Wed, Jun 7, 2023 at 3:00 PM
  Subject: complaint #********; I-66 Express Mobility Partners LLC
  To: <[email protected]>
  
  

  complaint #********; I-66 Express Mobility Partners LLC

  Hello,

  Even though I did not take the Express lanes from Haymarket to the end of the Express Lanes that are separated from the regular lanes, once the Express Lanes end, ALL lanes turn into “Express Lanes” on I-66 going into DC.  So, there is no way for me to drive into DC without using an express lane on I-66.  I have to take I-395 and I-495. 
  
  Originally, I did not know that ALL lanes are express lanes going into DC starting at around the I-495 exit. 

  As a result of this new information, I would like to retract my complaint.  Although I still think $30 to drive into DC on I-66 is way too expensive!

  Thank you,

  ***** ******