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:05/08/2023

  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.

  On 04/04/2023 - ******* Virginia incorrectly charge me with below tall information:--4/4/2023INTRA AGENCY TOLL TRANSACTIONS *******VDOT******3/8/2023 5:13 PM3/8/2023 5:14 PMI66 OUTSIDE BELTWAY-5.5059.25 --On 04/07/2023 I filed a dispute via the phone number they provided to get it corrected, however, I have not heard anything back from about a month now. Furthermore, I got an email from the ******* Virginia today, 05/05/2023 and they accused me of violating HOV ON mode without 3+ people in my car, however, I always ride with my two children in the backseat with car seats when I travel on ****** lines with HOV 3 mode-on. Empty front seat DOES NOT MEAN that there are less than 3 people in a car as by the law, I cannot put my kids in the front seat. Below are illegally charged against my account:--5/5/2023 INTRA AGENCY TOLL TRANSACTIONS *******VDOT******4/4/2023 5:09 PM4/4/2023 5:11 PMI66 OUTSIDE BELTWAY-5.5075.44 5/5/2023INTRA AGENCY TOLL TRANSACTIONS *******VDOT******4/5/2023 9:15 AM4/5/2023 9:16 AMI66 OUTSIDE BELTWAY-5.4569.99 --Again, I always ride with my two kids (they are all sitting in the back side of the car in a car seat) and there are always 3 people in the car when I turn HOV mode on.I want to get back incorrectly/illegally charged amount of $16.45 ($5.50+$5.50+$5.45) + stop accuse me of violating HOV mode and I ALWAYS RIDE WITH MY KIDS!!

  Business Response

  Date: 09/12/2024

  5/2/23 Case resolved. I-66 has submitted a toll correction for the disputed trip(s). Toll corrections and credit of ($28.80) will be reflected on ****** account within 3 to 5 business days as corrections are sent to VA Ezpass to administer. 

• Initial Complaint

  Date:05/02/2023

  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.

  At approximately the beginning of April, I received a notice from 66expresslanes that I was being cited for running a toll in northern Virginia on 3/5/23 at 7:46pm and owed $30.35 for the citation. Apparently there was either a camera malfunction or a car with a counterfeit license plate that matched one of my cars. I went through the written, mail-in dispute process, but never heard anything from 66expresslanes, but I received a second notice on 5/2/2023 about the matter. My car with this plate is an antique vehicle and the plate is antique personalized, and the car is kept in a locked, alarmed garage and I live about 3 hours from the place where the infraction occurred. Also, I was not in town during the infraction and there was noone else who had access to the car. In the meantime, I have had to mail a letter, I have tried calling numerous times, and have spent a fair amount of time on hold. I am having to take time out of my life and jump through hoops all to correct a mistake made by 66expresslanes or else be hauled into court or have some penalties assessed to my driver's license. If a company has the government-given power to issue these citations and inconvenience people, the company should be more responsible and attentive to correcting situations where they make errors. This is WRONG. At least do your homework and see if the car in the picture with said license plate matches the make, model, and color of the car registered to the owner.

  Business Response

  Date: 09/12/2024

  Customer submitted a dispute on 5/2/23 that was accepted on 6/21/23 as the license plate was misidentified.Customer liability waived.

• Initial Complaint

  Date:05/02/2023

  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.

  I have, and have had for many years, an active ****** account in good standing. I use this accounts transponder consistently on other toll roads without issue, but every time I use the 66 Express Lanes I receive a violation notice.I have been receiving violation notices every time I have used the lanes since November of last year and now I am receiving 3rd party collection notices even though I have responded, in writing, to each violation notice stating my dispute and giving the proper back-up information.I emailed the available customer service address on 18 April in an attempt to engage the company to resolve this issue, they have failed to respond, but I continue to receive collection notices from 3rd party law firms attempting to collect the erroneous violation debt.

  Business Response

  Date: 09/12/2024

  12/29/22 DISPUTE DENIED
  Dispute request form signed by customer on 12/19/22 and was received by mail on 12/22/22.  Dispute denied as no supporting documentation was provided and there is no evidence of a positive Ezpass account balance at the time of the trip. 

• Initial Complaint

  Date:04/17/2023

  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 am writing this to complain about the excessive fees that have been charged to my account for using I66 toll roads, despite having an ExPass transponder and informing the vendor about it. On 2/11/2023 I was driving on **************** while the vendor was conducting some repairs around toll booths at the location. My transponder did not work properly there I think, either because of vendor construction work at that time or because transponder battery expired. I ordered a new transponder and returned an old one as ****** required. On 2/22/2023 I received a notice from i66Express Lane requiring payment of said tolls plus excessive administrative fees and dispute resolution form. I filled the form indicating my ****** account number. I considered the matter resolved as I was diligent customer of ****** for decades. However, vendor ignored my request and send me another bill with even larger administrative fees and threats of legal action. I also called the vendor on 4/10/2023 (*****) and he claimed that non- working transponder is not their issue and if battery dies then it is my problem. The notice number they sent is **********-*. My ****** account number is ****** So, despite having an ****** account I have been charged exorbitant fees for using I66 toll roads. I am very disappointed with the vendor's lack of action in resolving this matter. I paid the amount since i66Express lines are de-facto transportation monopoly, but the fact that the vendor keeps adding additional fees, is not fair and a possible violation of Virginia Consumer Protection laws. Critically, that in spite of widely posted signs that if tolls are charged via license plates, the additional fees will be only $1.60 however they charged me $25 twice. It shows that their own stated policy is not being followed . I am writing to request BBB to investigate vendor so refund is issued of $50

  Business Response

  Date: 09/12/2024

  3/2/23- Customer mailed in a dispute. customer submitted dispute via mail. No Ezpass documentation was provided.Transponder was not read during trips and was not able to be seen in trip images. No license plate is linked to ****** account. Dispute was denied. 
  Customer called to follow up on 4/10/23. Called customer on 5/30/24 "Attempted to call customer related to dispute to advise they have been refunded as a one-time courtesy. Unable to leave a message."

• Initial Complaint

  Date:04/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from a law firm telling me I owed $1044 for $44 dollars worth of toll violations which is odd, primarily because I have an ** pass in the car. I received no prior notice from anyone regarding unpaid tolls. I provided them proof that I had the car was registered with ** Pass they confirmed that on other days in the same weeks the ** Pass had registered I said well how do we fix this obvious mistake. I said I was willing to pay the tolls due. They told me it had been escalated to the law firm and I would have to talk to them. Oddly I got their phone number from the law firm that told me I needed to talk to I66 Express. It is like a shell game trying to resolve the problem and the only answer I can get is that I absolutely owe this money. This business appears to be very predatory even beyond the ridiculous fees they charge to simply drive down the highway. I am happy to provide any supporting documents you require but they should already have everything as I submitted during my failed attempts to resolve the issue.

  Business Response

  Date: 09/12/2024

  Called customer back to provide update related to their BBB dispute. Apologized for the inconvenience and advised the administration fees have been waived as a courtesy as he has used the express lanes since and has had the transponder in working order. We confirmed that the license plate is now associated with the customers ****** account.Walked customer through remitting payment on our website and confirmed the payment processed.

• Initial Complaint

  Date:03/30/2023

  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.

  Hello, I have disputed the incorrect charges back in January 2023. The new I-66 toll was recent open for use Sept 2022, it was free of charge in September then it was free for 2+ to use until early December (I believe it was December 5, 2022). I was charge incorrectly for all the Oct-December date then was denied the dispute. I use this solely to take my mother with end stage cancer to get oncologist appointment in Fairfax. Again, in February 2023 when I had 3-7 people in a vehicle starting Feb 13-16, I was incorrectly charge and I had placed the transponder in a HOV 3 button and also placed it below the rearview mirror. I am requesting a refund and a new transponder since I believe it to be a fraudulent charges to my account.

  Business Response

  Date: 03/10/2023

  Dear Sir or Madam:
  

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

  On behalf of ******* Virginia, I apologize for any inconvenience the customer has experienced.
  

  We have spoken with the customer multiple times via phone. I have emailed the toll roads disputes department to review the images the customer emailed showing where the transponder was mounted. The customer stated that the transponder was mounted properly, in HOV mode with the correct number of people in the vehicle during the dates of travel. The customers transactions subtracted from the account by the license plate, which means the transponder did not read. The customer has to return the transponder to customer service center so the transponder can be tested to determine if the transponder was working properly. A replacement transponder was requested. At that time the toll road can review the dispute(s) that were sent to refund the customers account.
  

  Kind Regards,
  

  ****** (****)
  Customer Service Supervisor 1504 Chestnut St.
  Clifton Forge, VA 24422
  Phone: ************
  Email: ****************************

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have spoken to the customer service multiple times since the request was denied a second time and no resolution or reason was offered via email. When I called the ** pass, I was told to go to the dealership to check if there is a better place to put the transponder since it may be a "windshield issue".  I went to the dealership and was told "no" and there's not a specific place to put the transponder.  When I requested the replacement, I was sent a regular transponder and not flextransponder which requires me to call in and request a "third" transponder.  Also, when I called "I-66 OB" customer service directly, the customer service was able to identify the transponder in the vehicle, number of people in the car, and stated that it show "off" on the HOV mode while it was actually on.  I was told that they never received the email regarding my request for dispute.  I believe that the email for dispute was sent to other entity and not the correct toll section.  It seems to be a major miscommunication in multiple level and it requires significant amount of time to resolve this issue.  I can't help but to believe this happens to multiple people who use the HOV lane, was incorrectly charge and their dispute also get denied.]

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

  Business Response

  Date: 09/12/2024

  Customer had transponder sitting on dashboard and not properly mounted by rearview mirror as required by Ezpass agreement. The placement of the transponder caused it to not be read from 9/24/22 through 3/11/23.
  Customer properly mounted transponder and was properly read as of 3/11/23.
  Customer did not contact the ************************* Outside the Beltway customer service department 2/22/23.
  Customer called back 3/7/23 Ezpass denied dispute. No refund ever issued as dispute denied due to transponder not mounted properly per terms of Ezpass agreement.
  Last customer contact 3/8/23. 

• Initial Complaint

  Date:03/29/2023

  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.

  I have a complaint against I 66 Mobility Express (********, **), which operates *************.com and processes toll violations. I am seeking closure of a citation and compensation for material costs and time spent dealing with this. On February 14, 2023, I received through postal mail a toll violation (Notice **********-1) to my residence. The violation was addressed to a person with the same name as me except a different middle initial and provided photographic evidence of a ***** with ** plates ****** (redacted). However, I am not this person with a similar name, nor do I know this person. Further, I have never owned a *****, nor have I ever had any contact with a vehicle with the ** plates in question. It was obvious to me that *************.com made a mistake and linked this other person to my address. It seemed like it should be an easy fix, but no. I have had numerous exchanges with *************.com and they don't do what they say they will. I have worked with the ** *** to produce a historic list of all vehicles registered to me in ******** since **** to prove I have never owned the vehicle in question. They don't acknowledge it. *************.com tells me the toll violation will be removed, but it isnt. Instead, it is escalated, with additional fines added and threats of going to collections. They continue to insist that I must pay for this other person's violation, yet they do not respond to emails. They need to stop associating me and my address with this other person, telling me I am responsible for his fine, and they must compensate me for the time Ive wasted fixing their mistake. No private company should require me to prove that I dont owe them money, but *** spent **** hours on this so far. My fully loaded rate is $258.76/hour, plus I spent $22 (with shipping) getting the certified documents from ** ***. Im asking for $3,075.40 and will go through small claims if necessary.