Business Profile

Traffic Engineers

Capital Beltway Express, LLC

Complaints

This profile includes complaints for Capital Beltway Express, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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Submit a Complaint

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:03/25/2025
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.
am writing to formally dispute the toll invoice ******* dated 03/17/25. I received this invoice despite having an active toll account with auto-replenishment enabled. This demonstrates a failure in your system's technology, which has resulted in unjust charges being applied to my account.Specifically, I am being charged toll fees and additional administrative fees that should not apply, given that my account is in good standing. These charges indicate that your system is either not correctly recognizing my account or is failing to process payments as it should. It is unacceptable for me to be financially penalized due to a malfunction on your end.Furthermore, upon reviewing the invoice, the total amount billed does not align with the itemized charges listed. This discrepancy raises additional concerns about the accuracy and reliability of your billing system.I demand an immediate correction of this error, including:A full review and adjustment of my invoice to remove any wrongful toll and administrative fees.Confirmation that my account is properly linked and that auto-replenishment is functioning correctly to prevent future occurrences.A formal response outlining the corrective actions taken to resolve this matter.Please address this issue promptly, as I expect a resolution within 10 business days. Failure to resolve this matter appropriately may compel me to escalate this dispute to the appropriate consumer protection agencies.I appreciate your prompt attention to this matter and look forward to your immediate response. Please provide a written confirmation of the resolution via email or by mail at the address provided above.
Business Response
Date: 04/09/2025
Dear Mr. ********************* are in receipt of your letter dated March 3, 2025,detailing a complaint raised by ****** ***** (Customer) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the ******************************************* with an improper mounting transponder, which caused an invoice to be issued (ii) the Customer recently contacted the ******************************************* via email.

The transponder was not read during the trips in question due to improper mounting,which caused invoices to be issued. To prevent future invoices, please reference the E-ZPass mounting instructions, ******************************************, and terms and conditions *******************************************.

The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, its used to offset the costs of recovering the unpaid toll,including image review technology and invoicing.

I have good news.We have a First Time Forgiveness Program, so Im able to reduce the customers payment by $200.00. I can only do this one time, and it will bring the customers balance down to $320.30.

This is to confirm that we have already removed the administrative fee.

Please advise the customer to contact us via phone to process the payment as soon as possible to avoid any penalties or additional fees.

We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Customer Answer
Date: 04/17/2025

Complaint: 23114224

I am rejecting this response because:
While the issue has now been resolved, its important to note that the process was unnecessarily frustrating due to the difficulty of communicating with representatives who were clearly outsourced and lacked the abilityor perhaps the trainingto demonstrate basic empathy or understanding.
The repeated assertion that the transponder "wasn't properly mounted" was not only incorrect but also dismissive. The actual issue was that my transponder, which was over a decade old, had simply stopped functioning. This was the root cause of the missed tollsnot improper mounting.
Its unfortunate that I had to diagnose the problem myself, without any meaningful assistance or insight from customer support. Instead, I was given a canned, inaccurate explanation that showed little regard for accuracy or customer experience.

Regards,

****** *****
Initial Complaint
Date:12/10/2024
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.
On November 27, 2024, I traveled to ************** to visit family. I observed the price for entry into the I-395South/I-95South Express Lane to be under $10. So I entered the express lane. On my return trip, I entered the I-95North express lane in **************, **, noting no posted price, and exited once I reached **. For the trip south my EZPass was charged $61.00. For the trip north, my EZPass was charged $32.20. For my trip south, I was in the express lane for less than my trip north, yet I was charged double. My complaint is no actual cost of the trip was posted, nor was the price consistent. Had I known the round trip on the express lanes was going to cost me $93.20, I would have sat in traffic for 8 hrs. The cost of the express lane is not clearly posted. Nor is it consistent.
Business Response
Date: 12/10/2024
Date: 12/6/2024
Dear *** or Madam:
Re: Case ID # ********
On behalf of E-ZPass ********* I do apologize for any inconvenience the customer has experienced.
To dispute toll charges and questions on signage for the 95/395/495 Express Lanes, the patron may contact the toll road directly, at ************.
Kind Regards,
Crystal (1671)
Customer Service Supervisor
******************************************************************
Phone: ************
Business Response
Date: 12/13/2024
Dear Mr. ********************* are in receipt of your letter dated December 12, 2024,detailing a complaint raised by ***** ***** (Customer) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the ******************************************* last October *******, November 27 and November 30, 2024.

We are happy to explain to the customer how our pricing works. Like **** and Lyft, we use dynamic pricing. Thats why toll prices may change throughout the day, based on traffic patterns and customer demand.

Toll prices are listed on the white and purple signs leading up to and on the Express Lanes, so drivers always know what to expect.

Also, the 95 Express Lanes have multiple pricing zones and decision points for the drivers.

Once a customer enters the *******************************************, the customer locks in the toll rate until they see another pricing sign, or the Customer decides to exit the ************************** pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, customers can decide if they want to pay an additional toll and continue on the Express lanes,or return to the regular lanes.

We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Customer Answer
Date: 12/17/2024
[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: 22641213

I am rejecting this response because: Telling me how you are right, and I'm wrong does not resolve the issue.
I disagree. The signage does NOT clearly indicate how much the customer will be charged. I can't afford to use **** or Lyft so I don't know how they charge customers. Seems like anything other than a flat rate, regardless of traffic patterns, is a fleecing of customers. Almost $150 for 3 trips on the ********************** is price gouging and very much hurts divers, like me, on a strict budget.
When I'm driving, I'm paying attention to traffic, not doing math and counting how many sensors I've driven under. I believe you are taking advantage of drivers.
I will conclude by saying thank you. Thank you for helping me to make up my mind and avoid the express lanes at ALL cost. Thank you for reminding me why I avoid driving in *********

Regards,

***** *****
Initial Complaint
Date:12/08/2024
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 received a toll invoice from Express Lanes for $27.40, addressed to my home at *********************************************. The invoice incorrectly claims that the toll is associated with my license plate (MD ********. However, the photographed license plate on the invoice is not mineit appears to be either MD 3GA6210 or MD 7GA6210.This is clearly a billing error, and I request assistance in ensuring that this incorrect charge is resolved.
Business Response
Date: 12/13/2024
Dear Mr. ********************* are in receipt of your letter dated December ******* detailing a complaint raised by ****** ****** (Customer) and appreciate the chance to respond.

Our records confirm that the customer received the toll invoice in error.

Kindly advise the customer that the invoice number ******* has now been cancelled and the account number ******* has now zero balance.

We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Initial Complaint
Date:12/03/2024
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.
Im writing to complain about the business practices of the easy pass/trans urban company. I was sent my first and only two invoices in November 2024. These invoices had to violations dating back to April 2024. I had checked my account periodically logging in with my license plate number name and state. The account showed a zero balance at the time. I took a screenshot of that information. The total ****s on the invoices were more than $1000. I was unaware I had missed tolls back to April 2024 because no invoices were sent out and my account at the time showed zero balance. I was informed by a representative that they were doing maintenance to their system and now have a new system so there is a backlog and invoices. This led to an exorbitant **** that I was advised needed to be paid by 16 November in full or risk hefty fines. I feel like this business practice is unacceptable. Seeing as I wouldve taken care of these as they arose if I had the information or invoices sent to me. To allow these violations and fees to pile up and send one massive **** with extraordinary fines and fees, making up a good portion of the **** seems like a bad practice. The representative removed some fees that still left me with a massive **** which Im now in debt after paying because he claims the fees wouldve been reapplied within days if I did not take care of it. Notifying your customers eight months after a violation took place seems unacceptable. Not giving your customers more time and grace to take care of these fines after admitting that there was a backlog due to system issues is also unacceptable. I feel like this is predatory and Im not the only one affected by this. If I wouldve known these violations existed, I wouldve taken care of them as they came up when I saw my easy pass balance, and a negative. I would bring it positive. I was told that this company is separate from the company that handles reloading the ez pass device. I feel like they are taking advantage.
Business Response
Date: 11/18/2024
Date 11/15/2024
Dear *** or Madam:
Re: Case ID # ********
On behalf of E-ZPass ********* I do apologize for any inconvenience the customer has experienced.
E-Z Pass is a form of payment for toll roads, some of the toll roads in ******** choose to have us handle violations for them as well. Upon review of our database, I have located an E-Z ************* account in question. E-ZPass ******* handles told from ****************, ***************, ***************, RMTA-open tolls only, I-66 Inside the Belt Way and I-64 Express Lanes. I have been unable to locate any violations in our system for the license plate listed on this account.
Based on transactions on the E-Z Pass account, the patron may have received violations from 94/395/495 Express Lanes. The patron would need to contact them directly, as we do not handle violations for that toll road.
Kind Regards,
Crystal (1671)
Customer Service Supervisor
**************************************************************************
Phone: ************
Business Response
Date: 02/04/2025
Dear Mr. ***************** are in receipt of your letter dated January 31, 2025,detailing a complaint raised by *********** ***** and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the ******************************************* while her EZ-Pass account is in negative balance; (ii) the Customer has a recent contact with the ******************************************* via phone; and (iii) charges remains valid.

We recently upgraded our system to serve the customer and other customers better.This upgrade caused temporary delays in sending customers an invoice. We apologize for the delay and have reduced customers fees for any inconvenience this may have caused.

We have also had 2 inserts included in the invoice regarding our system update.

Please let the customer contact us at **************, Monday through Friday (7:00 AM to 7:00 PM).
We are motivated to amicably resolve the Customers issues in an efficient manner.
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Initial Complaint
Date:11/06/2024
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.
This is regarding:Trip ID: ************************** Transponder: ************* Travel Date: 10/26/24 09:00 PM I was told via e-mail that I improperly used the express lanes. They stated, "During recent travel on the Express Lanes, your E-ZPass Flex (***********) was set to "HOV ON," but you didnt appear to have three people in the car."The truth is I had 5 people in the car. Five is more than 3. I have called and e-mailed express lanes for weeks asking for the express lanes PHOTOS because I am confused why they would accuse of me of improper use without evidence. They deny my request because of "driver privacy." I am the driver and I have consented to releasing the images. Please e-mail photos to *******************
Business Response
Date: 12/06/2024
Dear Mr. ********************* are in receipt of your letter dated December 7, 2024 detailing a complaint raised by ******* **** (Customer) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the ******************************************* without E-ZPass Flex (ii) the Customer has a recent contact with the ******************************************* via email.

The email the customer received is for educational purposes only and does not indicate any pending charges for HOV travel on Express Lanes.

We confirm that the customer was not charged and verify that the customer had three or more people in the car at the time of travel.

Regarding the customers request for images, please note that we only provide photos when disputes related to pending or posted toll charges are rejected due to an E-ZPass Flex being improperly set to HOV ON.

If we verified the customer had 3 or more in the vehicle should we even add this part?
To travel toll-free with three or more people in the car, the customers E-ZPass Flex must be set to HOV ON. When switched to HOV ON, the device emits a loud beep to remind the customer that it is in toll-free mode. If the Flex is not set to HOV ON, the customer will be charged a toll.

In addition,please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Customer Answer
Date: 12/11/2024
[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: 22523015

I am rejecting this response because:
I received an e-mail from express lanes on 10/31/24 stating (among other things):
During recent travel on the Express Lanes, your E-ZPass Flex (***********) was set to "HOV ON," but you didnt appear to have three people in the car.
I was accused of improperly using the Express lanes. I was accused of having my transponder on HOV ON but having less than 3 people in the car. The truth is: I had my transponder set to HOV ON and I had five people in my car. When I called customer service to dispute this, the manager said that they would be sending me photos in the next few business days. Now, they are refusing to send me photos.
If this is truly for educational purposes, please provide photos to ******************* I give you permission. You are not infringing on my privacy.

Regards,

******* ****
Initial Complaint
Date:10/25/2024
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.
EZPassVA charged me amount on 9 October, even when the EZPass was in the *** ON mode and I had 3 passengers in the car, as required. When I contacted them, I was told that you car is the problem vehicle and you need to change the transponder. However, no refund of $61.15.I had picked up slugs from ***************** Commuter Lot to ******** in the morning, then picked up slugs in the evening from ******** to the ***************** Commuter Lot.EZPass is quick to charge money, but don't want to refund the money charged wrongly.When I try to exchange the transponder online, it only gives me option of having a Standard transponder. To drive on 95/395/495, you need a FLEX transponder, in case you have 3+ passengers.They need to refund my money and exchange the transponder.
Business Response
Date: 10/25/2024
Date 10/21/2024
Dear *** or Madam:
Re: Case ID # ********
On behalf of E-ZPass ********* I do apologize for any inconvenience the customer has experienced.
We have reached out to the patron and advised that they contact their dealership for recommended mounting locations for their particular make and model of vehicle, as well as the option of switching to a bumper transponder. We recommend that they monitor their account to make sure all of their toll transactions are posting and to give us a call back if they decide to switch to a bumper transponder. We have also advised the patron to contact the 95/395/495 Express Lanes directly to dispute those charges.
The patron was appreciative and stated they have already disputed with the Express Lanes, and they will also contact their dealership regarding the mounting location.
Kind Regards,
Crystal (1671)
Customer Service Supervisor
***********************************************************************************
Phone: ************
Business Response
Date: 12/06/2024
Dear Mr. ********************* are in receipt of your letter dated December 7, 2024 detailing a complaint raised by ***** Sraa (Customer) and appreciate the chance to respond.

Kindly provide the following details for further assistance:

License plate number
Transponder number
E-ZPass statement

We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Customer Answer
Date: 12/17/2024
[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: 22438075

I have provided the same information multiple times. However, I will provide again.
License Plate: ******
Transponder: 5060758.
I have returned the faulty transponder, so I do not have the full number. I only have the last 7 digits.

Attached is the statement.

Regards,

***** Sraa

Business Response
Date: 02/24/2025
Dear Mr. ********************* are in receipt of your letter dated December 7, 2024 detailing a complaint raised by ***** Sraa (Customer) and appreciate the chance to respond.

Customer is eligible with our First Time Forgiveness program. We can refund two trips as one-time courtesy.

Please expect the amount of $61.15 to be reflected to your E-ZPass account within 3-5 business days.

We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Customer Answer
Date: 03/29/2025
[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.
I had returned the faulty transponder (that business had provided to me) and replaced with a new transponder. There have not been any issues since then.
All I wanted was to get my money back, that the business had charged me unfairly. Now that they are refunding he amount, I'll accept that, even though it took a few months and I had to get BBB involved.
Regards,
***** Sraa
Initial Complaint
Date:10/24/2024
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.
My son drove a car titled in my name in VA and incurred toll charges on 12/12/1223 for $12 and 12/16/23 for $1.50. We are from ** and do not have a VA ez-pass. Hence they mail you a bill. I received a text today about a collection of a debt from a company called ********************** on behalf of Transurban Operations who is the tolling authority there. The collections was for $213. I said no way - wasn't aware. They offered a 25% discount 1st time offense $160. ****. So I called Transurban. They had to validate me. Name, Address, etc. She kept telling me my address was wrong specifically the zip. Well I know my zip and have been there for 16 yrs. While on the call I googled zips for ******, **. There are 17. I started down the list. Found a match. Got verified - with the wrong zip. They said my toll was in collections - I said you obviously had the wrong mailing address. They blamed ***. Duh, - not my fault. They sent me back to **********. Talked to them again. They sent me back to Transurban. All total 3 round trips of pure stupidity. Ground Hog Day Part 2. Dumbest thing I've EVER seen. They claimed they didn't get return to sender so therefore I must have gotten the notices.We get tons of junk mail so it wouldn't surprise me if it was thrown out without even looking it. We are law abiding citizens and would have rightfully paid the $13.50 knowing how STUPID these kind of things can be.I eventually paid the $160 because that is cheaper than an ER visit resulting from blood pressure problems. I know people abuse the system. That's not who the ******** are. With that said, a $13.50 fine turning into a $213 is usury. Why this isn't illegal is beyond me.
Business Response
Date: 05/06/2025
See attached response
Initial Complaint
Date:05/14/2024
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.
Express Lanes has been charging me for driving down a high-occupancy vehicle (***) lane in the state of ******** when I have had 3 occupants, and my transponder turned onto ***, which is supposed to allow me to commute in the *** lane for free. I called in on April 2nd at 8:10 AM, reporting the anomaly when I first learned of it. On May 1st at 5:09 PM, I called in, again. Since the issue is re-occurring, I have taken to capturing photographic and video evidence to provide my transponder is switched into the right position, is mounted and visible in my car, and I have three occupants. In speaking with the customer service agents at *******************************************, they would like me to think the issue is with my transponder and its location in my car. In every other state, such as ********, ********, or **********, I can have the transponder in the trunk of my car, and the equipment in those states will still capture it. In those states, I must remove the transponder from my car to ensure my account is not charged. It's not the transponder; it's Express Lanes. I should not have to pay when I do what I should to ride in the *** lanes free of charge. If anyone decides on a class action lawsuit, please contact me.
Business Response
Date: 05/29/2024
Dear ****************,

We are in receipt of your letter dated May 24,2024 detailing a complaint raised by **************************************;(Customer) and appreciate the chance to respond. . We want to take this opportunity to confirm the following: (i) the Customer traveled on the ******************************************* with an improperly mounted **ZPass transponder (ii) the Customer has a recent contact with the ******************************************* via phone; and (ii) charges remains valid.
The transponder was not read during the trips in question due to improper mounting, which caused invoices to be issued. To prevent future invoices, please reference the **ZPass mounting instructions *********************************************** terms and conditions *******************************************.

As a Virginia **ZPass account, Customer can also contact your **ZPass agency to sign up for a range of email and text notifications about customers account.
To avoid any penalties or additional fees, please refer to the front side of your toll invoice for available payment options.
We are motivated to amicably resolve the Customers issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid.
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Initial Complaint
Date:05/10/2024
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.
Ive been an EZ pass customer since 2019. I started receiving toll violations some where between 2020/21. The initial letter stated to pay the balance using their website and setup text alerts if your account goes negative. I did both. Ive been paying my tolls and my account is active and up to date. Some how I kept receiving toll violations in the mail. I thought they would catch up with the payments but now it looks as if the violation have been assigned countless admin fees and still showing as unpaid. I made an appointment at the *** to see if there was something I was missing and the rep told me that my account was up to date. I asked why am I still receiving these violations w/ admin fees. She told me all I could do was reach out by phone to the company. When I called the ***** number I was informed that ez pass is separate from the actual toll lane company and that they would be will to settle with me for a reduced payment. I asked why would I pay a reduced settlement if I am current on all of my toll payments using their billable system which is ez pass? She continued to read from the script that the reps are supposed to use. She gave me no assistance on how to stop this issue. I requested all of my statements from ez pass to show payments and charge history. I believe at this point I will go to court to get everything removed bc there is no way Im paying for the same charges twice. The toll lane company hired ez pass as their billable system. EZ pass is issuing the charges and collecting the payment. Why arent the toll lanes being notified of payment? Ive done all I can at this point.
Business Response
Date: 05/10/2024
Dear Sir or Madam:
Re: Case ID # ********
On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.
The customer does not have any violations in our system. We do not service all toll roads in ********. After reviewing the account transactions, the customers violations are from The *******************************************, and the Express Lanes is a toll road that we do not service. The customer is set up to receive low balance and insufficient balance notifications. E-ZPass Virginia accounts are prepaid. Funds should be available prior to travelling on the toll road. Making payments to an insufficient balance does not ensure that all tolls are paid. The toll road charges the customer for travelling on the toll road and E-ZPass is a payment method for paying tolls. The customers account did go insufficient between May 2019 to April 2023. Statements from May 2019 to April 2023 were emailed to the customer on 4/17/2024. If the customer paid for the tolls in the violations, the customer would need to contact the toll road directly to dispute the violations. If the unpaid tolls are not duplicate charges the customer has the option of paying the reduced offer amount or, as stated in this Case ID, appear in court to dispute the toll charges.
Kind Regards,
****** (1610)
Customer Service Supervisor
*****************
********************, VA 24422
Phone: ************
Email: ****************************
Business Response
Date: 05/21/2024
Dear ****************,

We are in receipt of your letter dated May 21, 2024,detailing a complaint raised by *************************** and appreciate the chance to respond.

This is to confirm that no records of customer travel with *******************************************.

We are requesting that the customer call us to provide the License Plate number for further research into the customers trips.

Please let the customer contact us at **************, Monday through Friday (7:00 AM to 7:00 PM).
We are motivated to amicably resolve the Customers issues in an efficient manner.
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
Initial Complaint
Date:04/26/2024
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.
I received a cautionary email, from EZ-Pass (in ***********) telling me that it looks like I used the flex pass without 3 people in the car. This is not correct. There were 3 adults in the car. I emailed and have had 3 phone calls, 2 for the number on the email and one for the VA customer service number. I was told to call each number by the person at the other number. No one knows who I am supposed to talk to. The agent, with a heavy accent, kept reading the same script, telling me this was an autogenerated email sent because I used the flex pass. There is no charge associated with my account. However, they have no way for me to correct the error or figure out how to avoid it. Repeated requests to speak to a supervisor were not honored but resulted in the same script being read. It was profoundly frustrating. The Virginia EZ pass agent was easy to understand and helpful, but unable to assist me, because (apparently) they don't control the 495 system and its tolls. So, she transferred me back to the first phone number I called and that agent was not able to help me, either. Repeated requests for a supervisor were only met with being told that the supervisor could not help me and would tell me the same things. Then, I was told a supervisor could call me within 24 hours. I declined, because I am a teacher and cannot randomly take phone calls. I am baffled at the inability to track down who is in charge of addressing errors. I was falsely accused of using the flex pass without enough people in the car. I have no way to address the concern. The email warns me that I would be charged if it happens again. I repeatedly had to listen to 2 agents tell me that it was an educational email, solely generated because I used the flex pass, then telling me about how to use it (including that it will make a lout beep when I slide the switch over and to make sure it's not in an obscured spot on my car). I do not need to be instructed. I need to be removed from suspicion.
Business Response
Date: 04/16/2024
April 15, 2024
Dear Sir or Madam:
Re: Case ID # ********
On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.
The customers account is in good standing and the transponder is reading. I left the customer a message on 4/15/2024. I advised the only notification(s) that we have sent, was a low balance notification(s). In the message I also advised the customer to contact the *******************************************. We do not service all toll roads in ******** and the Express Lanes is one of the toll roads that we do not service. To resolve this matter, the customer would need to contact ************** and let them know she was travelling in HOV mode with the correct number of people.
Kind Regards,
****** (1610)
Customer Service Supervisor
*****************
********************, ** 24422
Phone: ************
Business Response
Date: 05/21/2024
Dear ****************,

We are in receipt of your letter dated May 21, 2024,detailing a complaint raised by ************************* and appreciate the chance to respond.

This is to confirm that no records of customer travel with *******************************************.

We are requesting that the customer call us to provide the License Plate number for further research into the customers trips.

Please let the customer contact us at **************, Monday through Friday (7:00 AM to 7:00 PM).
We are motivated to amicably resolve the Customers issues in an efficient manner.
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

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