Complaints

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

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• 

  Capital Beltway Express, LLC

  7900 Westpark Dr Ste T500 Mclean, VA 22102-4234

  
• 

  Capital Beltway Express, LLC

  PO Box 23530 Alexandria, VA 22304-0531

  
• 

  Capital Beltway Express, LLC

  6440 General Green Way Alexandria, VA 22312-2413

  

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:11/28/2023

  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 received a roll invoice despite having a working ** Pass that worked in NY and NJ on my windshield. I was charged a $7.35 toll and a $12.50 admin fee. The $12.50 admin fee should be considered criminal since it is a fairly automated process. The fee should be $3.50 or less. I should receive a $9.00 refund. This is pure gouging when my device seems to function fine in NY and NJ. Fix your faulty ** Pass detectors please!

  Business Response

  Date: 12/13/2023

  Dear ****************,
  
  We are in receipt of your letter dated December 12, 2023 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 Express Lanes with transponder improperly mounted.
  
  The transponder was not read during the trip in question due to improper mounting, which caused an invoice to be issued. To prevent future invoices, please reference the ***Pass 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.
  
  Our records indicate a payment in the amount of $18.85, with confirmation number *********, has been applied to account number *******. The account now reflects a zero balance.
  
  In addition, the customer should 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 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 highly suggest the Customer update their information with the Division of Motor Vehicles ensure proper delivery of correspondence.
  

  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

• Initial Complaint

  Date:10/31/2023

  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 received a phone call stating that I have missed tolls that went to collections. Three separate incidents were combined to be a total of $12, and that to settle the debt, I would need to pay $312 today. I had a mounted Ez pass, funded, and assigned to the proper vehicle. I have documentation that I had a faulty transponder and received a newer one directly from EZ Pass. It is fraudulent to charge over $300 in fees for missed tolls that were only missed because of faulty equipment. I tried settling for a reduced amount and it was denied. This company is a fraud. They change the price of tolls once you enter the toll road, and never send documentation stating you missed one, yet send it to collections as if they did.

  Business Response

  Date: 10/31/2023

  October 30, 2023
  

  Dear Sir or Madam:
  

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

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

  I spoke with the customer on 10/26/2023 and advised that violations from the **************** under the first and last name were resolved on 10/18/2023. The customer advised that she received violations from the Express Lanes that were sent to collections and those have not been resolved. I advised that we do not service all toll roads in Virginia and the Express Lanes are toll roads that we do not service. An email was sent to the customer confirming that transponder number ******* was replaced with transponder number *******. The customers request for a billing adjustment will need to be resolved with the Express Lanes. The phone number for the 95, 395 and 495 Express Lanes is **************.
  

  Kind Regards,
  

  ****** (****)
  Customer Service Supervisor
  ****************************
  Clifton Forge, VA 24422
  Phone: ************
  Email: ****************************

  Business Response

  Date: 11/21/2023

  Dear ****************,
  
  We are in receipt of your letter dated November 14,2023 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 Express Lanes while her EZ-Pass account is in negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (iii) charges remains valid.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  • First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74 days after trip) - $25.00 fee
  • Collections (90+ days after trip) - $100.00 fee
  • Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, the invoices were forwarded on to collections.
  
  Our records show that invoices were mailed to ************************************* Gainesville, VA  ***** on March 21,2023, and the Final Notice on May 6, 2023. They were sent to the address DMV has on file. Once the payment deadline passed, the customers account was forwarded on to our collections provider, *****************************.
  
  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.
  
  We were unable to offer First Time Forgiveness when the customer called, as the trips had progressed to our collections provider.
  
  In addition, the customer should 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 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 highly suggest the Customer update their information with the Division of Motor Vehicles to ensure proper delivery of correspondence.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

• Initial Complaint

  Date:09/09/2023

  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.

  Express Lanes should charge extra fees to consumers that have their credit card attached to their accounts. This is not something that most states utilize. They are ripping people off and do not care, please read the attached as proof. Even if a consumer goes through a toll and may have forgot, had their credit card expire, or any short-term issues - we should not be charge an extra fee from a third party company. Should a consumer refill, the money can be simply recouped by any ****** account. Additionally, the company is not offering any relief to consumers/drivers. What they are doing is unethical and needs to be brought to the attention of those who help the common man and law-abiding citizens.

  Business Response

  Date: 09/22/2023

  Dear ****************,
  
  We are in receipt of your letter dated September 22,2023 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 Express Lanes while her ******* account is in negative balancce; (ii) the Customer had recent contact with the Express Lanes via email; and (iii) charges remains valid.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  • First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74 days after trip) - $25.00 fee
  • Collections (90+ days after trip) - $100.00 fee
  • Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, those invoices were forwarded on to our Collections provider.
  
  The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image review technology and invoicing.
  
  The 495-95-395 Express Lanes and ******* are separate entities. We are unable to charge a customer’s account once trip has been progressed to an invoice. The customer should refer to their ******* terms and conditions to learn more about the rules while traveling on other toll roads.
  
  As a Virginia ******* account holder, you can also contact your ******* agency to sign up for a range of email and text notifications about your account.
  
  It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at ###-###-#### or ###-###-#### from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter.
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

• Initial Complaint

  Date:08/28/2023

  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 downloaded the **Toll app 2 years ago to use it in Virginia when I was on a road trip and didn’t have cash for a toll. This year, out of nowhere they started charging me for toll payments even though I already have a ******* account. This was without notifying me. It appears they released a beta version in Florida and didn’t notify me to remove the app to avoid duplicate charges. Additionally, some of the charges are incorrect - they charge me for express lanes when I didn’t take express lanes. They charge me for places I didn’t drive. They charge me when I am a passenger in another vehicle. It took me a few months to realize they were doing this. And I realized that on top of normal toll fees I would be paying with my transponder, they have also been charging me service fees even though I wouldn’t have to pay those with my *******. I have over $200 in incorrect charges from them and they are unwilling to make it right.

  Business Response

  Date: 08/31/2023

  Hi *****, 
  
  We have contacted the customer to assure her there were not any charges originating from 95/395/495 Express Lanes in Virginia. We’ve also advised further research would be conducted between ******* and the ** Toll provider to be sure there has not been any double charges on their part. The customer should expect a response within the next 3-5 business days.
  
  We tried to contact the customer, but customer did not respond to the call, and we leave a voicemail. 
  
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  

• Initial Complaint

  Date:08/25/2023

  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.

  Good morning, I hope this finds you well. All requested information has been provided through the email attachments. Ultimately, I was charged $100.00 by the collection's agency. The gross negligence that this company is comfortable with and failure to respond promptly is disgusting and must be addressed. Still to this day no one has reached out to me.

  Business Response

  Date: 09/01/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 31,2023 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 Express Lanes with transponder improperly mounted (ii) the Customer recently contacted the Express Lanes via email.
  
  The transponder was not read during the trip in question due to improper mounting, which caused an invoice to be issued. To prevent future invoices, please reference the ***Pass mounting instructions, ******************************************, and terms and conditions *******************************************.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74 days after trip) - $25.00 fee
  Collections (90+ days after trip) - $100.00 fee
  Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, the invoices were forwarded on to collections.
  
  We confirm receipt of emails from the customer and responded in a timely manner, which is within 3 business days.
  
  We also sent images to the customer showing there wast not a transponder was mounted to the windshield.
  
  Our records indicate a payment in the amount of $102.30, with confirmation number *********, has been applied to account number *******. The account now reflects a zero balance.
  
  In addition, the customer should 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 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 highly suggest the Customer update their information with the Division of Motor Vehicles ensure proper delivery of correspondence.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
  

• Initial Complaint

  Date:08/22/2023

  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.

  I received an email that I had an outstanding balance on my account, so I called ** Pass to request a statement because I knew I had not used my pass. Once I got it in the mail, I called them multiple times to get details because I was not at all familiar with where these places were. I asked for pictures of my car or plates, and was told they don't have access to pictures. I called civil court and was told to file a dispute, and I have called, chatted, and sent emails to ** Pass asking how to begin this process and no one will tell me anything except the balance amount. I went back to the dates and searched my planner and noted that I was either at work, on call, or at a Dr appt most of the days they are saying I racked up these charges.

  Business Response

  Date: 08/22/2023

  August 18, 2023
  

  Dear Sir or Madam:
  

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

  On behalf of ***Pass Virginia, I do apologize for any inconvenience the customer has experienced.
  
  I requested statements from January 2021 – June 2021, and the Virginia lane destinations for the Express Lanes sent to the customers email address. The customer should receive the email(s) within 1-3 business days. Our records show toll reversals were applied to the customer’s account June of 2021 and the account is currently insufficient. There are no violations under the customer’s first and last name on the toll roads that we service. Per the customer service agreement, the customer agrees not to dispute toll charges more than 120 days old. We do not service all toll roads in Virginia, and we do not service the Express Lanes. The customer should contact the Express Lanes at 1-************ to discuss the toll charges and adjustments. To request pictures of the vehicle the customer would need to subpoena the toll road.
  
  Kind Regards,
  
  ****** (****)
  Customer Service Supervisor
  1504 Chestnut St.
  Clifton Forge, VA 24422
  Phone: ###-###-####
  Email: customerservice@

  Business Response

  Date: 09/12/2023

  Hi *****, 
  
  We are in receipt of your letter dated September 12,2023 detailing a complaint raised by *************************************** (“Customer”) and appreciate the chance to respond. 
  
  We contacted the customer via phone, but customer was unable to answer and left a voicemail. 
  
  Requesting to provide the transponder number and license plate number of the customer for further review. 
  
  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 highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
  
  

  Customer Answer

  Date: 09/24/2023

  I must have missed an email requesting more info.. how can I get my car reopened?? Nothing has been resolved. What information is needed? 

  Customer Answer

  Date: 09/26/2023

  plate is ***** *

  transponder is ***************

  Customer Answer

  Date: 09/28/2023

  [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: ********
  
  
  
  I am rejecting this response because:

  Date Sent: 9/26/2023 7:00:41 PM
  plate is ***** *
  
  transponder is ***************
  
  
  Regards,
  
  
  
  ********* **********

  Business Response

  Date: 09/29/2023

  Hi *****, 

  This is to confirm that there's no charge against the LPN provided by the customer. 

  For further questions, please contact us at ###-###-####, Monday through Friday (7:00 AM to 7:00 PM).
  

  Customer Answer

  Date: 09/30/2023

  I wanted to find out if my information had been reviews? I sent the transponder number and my plate number as requested. 

  Customer Answer

  Date: 10/02/2023

  I'm getting the feeling that no one believes anything I'm saying, so where do I go from here? I don't feel like I should have to prove that I didn't go through the tolls, they should have to prove that I did.. I was already told about the subpoena and when I called civil court, they told me that I could not do that, so who is telling me there correct information? 

  Customer Answer

  Date: 10/03/2023

  [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: ********
  
  
  
  I am rejecting this response because:

  Date Sent: 10/2/2023 9:46:09 PM
  I'm getting the feeling that no one believes anything I'm saying, so where do I go from here? I don't feel like I should have to prove that I didn't go through the tolls, they should have to prove that I did.. I was already told about the subpoena and when I called civil court, they told me that I could not do that, so who is telling me there correct information? 
  
  
  Regards,
  
  
  
  ********* **********

• Initial Complaint

  Date:08/09/2023

  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 am an Ohio resident and visitor to the D.C.-Virginia area with my family of 6 and our path took us down I-395 to I-95. I entered what appeared to be High Occupancy Vehicle (HOV) Express Lanes near the Pentagon in Arlington, VA. The signage around that area where I entered indicated there was no charge for HOV vehicles. Only non-HOV vehicles would have to pay a toll in order to use. Once in the Express lanes, there was much different signage that was more descriptive of the program, but it was too late. Weeks later, I received an Invoice for a $33.30 Toll and a $12.50 Admin Fee for something that was advertised as free! I first emailed the company, asking for relief, and they did respond, but did not actually address any of my concerns. So I later called the company, and was denied any relief. Still no answer as to if they were going to address my false advertising issue, but I doubt it based on the attitude. I will have to pay the $45.80 to avoid more fees and the threat of court or other penalties, but this is not right. Please help them understand the issue so other tourists don't fall into the same trap.

  Business Response

  Date: 08/22/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 11,2023 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 Express Lanes without ***Pass **** (ii) the Customer has a recent contact with the Express Lanes via email.
  
  Our records confirm the transponder was in toll mode during the trip in question which caused the charge to your ***Pass account
  
  Our records indicate a payment in the amount of $44.80, with confirmation number *********, has been applied to account number ******* and the account now reflects a zero balance.
  
  The customers ***Pass **** should show HOV ON if customer want to travel toll-free with three or more people in the car. Customer hear a loud beep when you switch your **** to  “HOV ON” to remind customer its in toll-free mode. If you aren’t in “HOV ON” mode, customer will pay 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.
  
  To learn more about ***Pass and Missed A Toll, please visit our website at www.expresslanes.com.
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

• Initial Complaint

  Date:08/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to work with Express Lanes to ensure this matter would be closed and have not been given any of the proper information. Therefore, I am asking for the company who is in charge of closing this matter, the proper contact information of the company, where the incident was located so I can contact the proper court to assist with this matter. is and what remaining balance? Therefore, by the numerous omissions given by Capital Beltway Express, LLC, I am very happy to take legal matters into my own hands as the steps taken by the business have caused an extraordinary and irreparable harm with the untruthful statements and violation of my rights.

  Business Response

  Date: 11/28/2023

  Dear *** ******,
  
  We are in receipt of your letter dated August 22,2023 detailing a complaint raised by ******* ****** ****(“Customer”) and appreciate the chance to respond. 
  Given the circumstances, I’m authorized to offer you a settlement of $2.15 toll only without any additional fees and trip will be cancelled to collection. 
  Please have the customer contact us via phone to process the payment as soon as possible.
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  
  

  Customer Answer

  Date: 11/28/2023

  [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: ********
  
  I am rejecting this response because:
  

  Dear ****************,
  
  We are in receipt of your letter dated January 6,2023 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 has a recent contact with the Express Lanes via phone and email.
  

  At this stage, we are authorized to offer the customer to settle toll amount of $2.15 for the trip on September 10, 2022. 
  
  To process the payment, 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. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  
  I am rejecting this response because:
  I have not had any recent communication with ExpressLanes—they have not emailed me nor called me. Therefore, I am resubmitting my latest response and supporting documents because ExpressLanes has not addressed the issue at hand which is this charge is invalid, I correctly completed their process to clear my name, and should they continue to push for payment versus truly addressing the process that I followed, I should be offered the First Time Forgiveness option.
  
  Thank you.
  
  [RESUBMISSION OF PREVIOUS RESPONSE DUE TO EXPRESSLANES NOT ANSWERING IT]
  
  There were no additional "trips" and I had called, emailed, and attempting to rectify the matter within the 30-day window as required. As my documentation provided, specifically the emails, there is proof that I successfully completed the steps as I was informed to do. Additionally, when reviewing the invoice, the due date was October 29, 2022. My affidavit was dated and returned to Express Lanes prior to that date and contained all of the information requested within the email I received from one of their representatives. Clearly, they are no longer claiming that they do not have the affidavit nor that it did not contain the information requested.
  
  Secondly, the company states that they could not offer the forgiveness because the trips had progressed but per the proof provided with the previous BBB claim, there was also time that had passed would equate to Express Lanes' definition of "trips progressed". The toll was dated in that complaint in May while contact had been acknowledged in June and the BBB claim was created around July of the same year. The trip allegations in this current case was dated in September, I made contact throughout the 2022 months of September, October, November, December, and January 2023 and began my claim with BBB early February 2023 when no additional assistance was being given by the company.
  
  Third, the company states that the administrative fee is not a penalty but the invoice itself says that the fees can continue to "escalate" and result in court costs. The very definition of a penalty is to "punish" and that is exactly what Express Lanes is doing.
  
  Fourth, Express Lanes claims that the fees begin within 5-days of the trip. The notice was not received for about 2-weeks and once received, I timely contacted the company. Therefore, there would have been no way for me to have been eligible for the lowest fee because I do not have an Express Lanes account, do not frequent the roads that would require it, and as I have stated from day one, I was not the driver in question. Express Lanes' communication is also contradictory for the very facts set forth here.
  
  It is clear that Express Lanes erroneously did not adhere to the policies and therefore, this matter should be reversed and resolved in my favor in full or at the very least, not for a cent over the amount of the original toll although I continue to claim my innocence and that it is not my burden to prove when I have air tight proof that I was not driving. I see that Express Lanes also stated that I "processed a payment," which I have not. I also am not "educated" about the Express Lanes process--I merely did my due diligence once I was not receiving any assistance after January 2023 and the information provided was due to my searches of Virginia law. Additionally, there is not any information to update with the Division of Motor Vehicles to receive any invoice which makes it seem that the latter portion of their response was automated from another customer's letter.
  
  Additionally, I also asked for the proper county in which the matter allegedly happened because if the organization will not honor this process, then I will proceed in my own fashion. Filling out an affidavit form with the proper notary is costly (which I notated to Express Lanes before). I verify once again that everything I am stating is true and I continue to request the relief as provided in my original complaint. I am owed the requests as provided within the original complaint, which further align with this response, and will not settle for anything less.
  
  It is very clear that the business continues to NOT address the issues outlined within the complaint and continues to copy and paste a generic response without any communication to me as provided within their response. I do not feel that it is fair that I had to reach out to the case representative when I had not received any response from the business for weeks. Then once the case representative did provide a response, I answered, and a few days later, the matter is marked as closed. If anyone looks at my supporting documentation, it will clearly show that the business did not follow the correct process and continues to NOT do so even though the proper process is publicized on BBB in other disputes.

  I continue to NOT be offered that opportunity as they exploit me for their own financial gain (SHOWN BY THEIR CHANGING OF THE CHARGES SINCE JANUARY 2023; see above and attached documentation for record). This business needs to be held responsible to the actual issues.

  If the waiver is not offered on the $2.15 to close out this matter, I will not offer any further responses except to file a civil lawsuit.

  Regards,
  
  *********, Esq.

  Business Response

  Date: 12/04/2023

  We are in receipt of your letter dated August 22,2023 detailing a complaint raised by *************************** ****(“Customer”) and appreciate the chance to respond.
  
  Given the circumstances, Im authorized to offer you a settlement of $2.15 toll only without any additional fees and trip will be cancelled to collection.
  Please have the customer contact us via phone to process the payment as soon as possible.
  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 highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
  
  

  Customer Answer

  Date: 12/12/2023

  [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: ********
  
  I am rejecting this response because:
  

  "We are in receipt of your letter dated August 22,2023 detailing a complaint raised by *************************** ****(“Customer”) and appreciate the chance to respond. 
  
  Given the circumstances, I’m authorized to offer you a settlement of $2.15 toll only without any additional fees and trip will be cancelled to collection. 
  

  Please have the customer contact us via phone to process the payment as soon as possible.
  

  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  

  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer."
  
  This offer is being REJECTED again BECAUSE the company continues to be dishonest regarding communications and any offer/payment record. TO DATE, I have emailed, called, and mailed documentation to get ExpressLanes to WAIVE ANY costs as PROMISED to other customers (as seen on BBB’s own website and provided in my attached documentation). ExpressLanes has NEVER offered me their waiver which I AM OWED because I WAS NOT the driver, DO NOT HAVE ANY ExpressLanes account, and have NEVER PROCESSED any payment with this company, despite what they continue to “copy and paste” into their responses. ExpressLanes also has NEVER contacted me or responded to any of my concerns which has prompted me to initiate not just one but TWO BBB complaints. My next option is to file a lawsuit and exert my legal rights—I FOUND OUT about the process by LOOKING UP THE LAW (as also provided in my attached documentation). Additionally, they do not even have my name correct so clearly they are equating my record to someone else’s. Therefore, since ExpressLanes continues to exploit me for their own financial gain, I will be filing a lawsuit in Virginia unless I am ALSO OFFERED A FIRST TIME FORGIVENESS WAIVER as given to other customers.
  
  It is very clear that the business continues to NOT address the issues outlined within the complaint and continues to copy and paste a generic response without any communication to me as provided within their response. I do not feel that it is fair that I had to reach out to the case representative when I had not received any response from the business for weeks. Then once the case representative did provide a response, I answered, and a few days later, the matter is marked as closed. If anyone looks at my supporting documentation, it will clearly show that the business did not follow the correct process and continues to NOT do so even though the proper process is publicized on BBB in other disputes. I continue to NOT be offered that opportunity as they exploit me for their own financial gain (SHOWN BY THEIR CHANGING OF THE CHARGES SINCE JANUARY 2023; see above and attached documentation for record). This business needs to be held responsible to the actual issues. If the waiver is not offered on the $2.15 to close out this matter, I will not offer any further responses except to file a civil lawsuit.
  
  Regards,
  
  *********

  Business Response

  Date: 12/15/2023

  Please be advised that we reach out to the customer yesterday December 14, 2023 via call and left a voicemail as customer unable to answer. Please advised customer to give us a call to resolve his concern. 

  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

  Customer Answer

  Date: 12/25/2023

  [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: ********
  
  I am rejecting this response because:

  This offer is being rejected for the last time (as I know that BBB will state that Express Lanes has attempted to resolve the matter although they have NOT) as I prepare to file a lawsuit in Virginia for Express Lanes discriminatory practices. I called Express Lanes back and aligned with my previous communication attempts, I was NOT able to get in contact with a supervisor. As you can see from the phone record, Express Lanes called me after their supposed work hours with full knowledge that I would not be able to get back in contact with them. I tried everything to resolve this matter on the phone but continued to receive the run around and was promised that a supervisor would give me a call back which never happened. TO DATE, I have NOT been offered the First Time Forgiveness program nor is my affidavit for NOT being the driver being taken into account. I am not liable for any charges and will ensure Express Lanes receives the filing to respond in court.
  
  The company continues to be dishonest regarding communications and any offer/payment record. TO DATE, I have emailed, called, and mailed documentation to get ExpressLanes to WAIVE ANY costs as PROMISED to other customers (as seen on BBBs own website and provided in my attached documentation). ExpressLanes has NEVER offered me their waiver which I AM OWED because I WAS NOT the driver, DO NOT HAVE ANY ExpressLanes account, and have NEVER PROCESSED any payment with this company, despite what they continue to copy and paste into their responses. ExpressLanes also has NEVER contacted me or responded to any of my concerns which has prompted me to initiate not just one but TWO BBB complaints. My next option is to file a lawsuit and exert my legal rightsI FOUND OUT about the process by LOOKING UP THE *** (as also provided in my attached documentation). Additionally, they do not even have my name correct so clearly they are equating my record to someone elses. Therefore, since ExpressLanes continues to exploit me for their own financial gain, I will be filing a lawsuit in Virginia unless I am ALSO OFFERED A FIRST TIME FORGIVENESS WAIVER as given to other customers.
  
  It is very clear that the business continues to NOT address the issues outlined within the complaint and continues to copy and paste a generic response without any communication to me as provided within their response. I do not feel that it is fair that I had to reach out to the case representative when I had not received any response from the business for weeks. Then once the case representative did provide a response, I answered, and a few days later, the matter is marked as closed. If anyone looks at my supporting documentation, it will clearly show that the business did not follow the correct process and continues to NOT do so even though the proper process is publicized on BBB in other disputes. I continue to NOT be offered that opportunity as they exploit me for their own financial gain (SHOWN BY THEIR CHANGING OF THE CHARGES SINCE JANUARY 2023; see above and attached documentation for record). This business needs to be held responsible to the actual issues. If the waiver is not offered on the $2.15 to close out this matter, I will not offer any further responses except to file a civil lawsuit.
  
  Regards,
  
  *********

  Business Response

  Date: 12/27/2023

  Please advised the customer, they can speak to any Supervisor on duty. Customer should also send a completely filled out affidavit to include the nominated driver, nominated address or proof of the vehicle being stolen including police report. 

• Initial Complaint

  Date:07/10/2023

  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 received three (3) charges on my account totaling the amount of $38.15 in the month of June (6/29/23: $30.45, 6/5/23: $1.25 and 6/9/23: $6.45) for travel on the 95/395 HOV lanes - , then ******* withdrew $35.00 from my bank account to re-up my account to $37.49. The issue is there were THREE riders in my vehicle (myself plus two sluggers). NO charges should have been billed against my transponder. I reached out last week and spoke to two agents from the ************ customer service line. Each agent informed me that they would review my file and provide an update within 3-5 business days. When I called today, two agents told me they did not see the charges though they are CLEARLY listed on my statement. One agent (******, today at 10:21 am) hung up on me when I requested to speak to a manager. They have ripped me off for a total of $73.15 which I have demanded be returned to my account. I asked for images of the tolls and was told I would not receive one. I see this 'charging accounts' falsely is a common thing and the company owes us answers!

  Business Response

  Date: 07/19/2023

  
  We are in receipt of your letter dated July 14, 2023,detailing a complaint raised by ********************* (“Customer”) We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes while her ******* transponder was improperly mounted; (ii) the Customer has a recent contact with the Express Lanes via phone.
  
  The transponder was not read during the trip in question due to improper mounting, which caused an invoice to be issued. To prevent future invoices, please reference the ******* mounting instructions, ******************************************, and terms and conditions *******************************************.
  
  Given the circumstances, we have a First Time Forgiveness Program, and we've successfully reversed the amount of $38.15 back to the customers ******* account which will reflect within 3 to 5 business days.
  
  The $35.00 credit payment showing on the customer's account was an auto top replenishment charge by ******* account and we are unable to reverse.
  
  Customer ******* Flex should show “HOV ON” if customer want to travel toll-free with three or more people in the car. Customer hear a loud beep when you switch your Flex to “HOV ON” to remind customer it’s in toll-free mode. If you aren’t in “HOV ON” mode, customer will pay 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.

• Initial Complaint

  Date:06/23/2023

  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.

  ** Pass is charging me $100.00 admin fees EACH for a $1.30 toll, a $17.10 toll, a $6.10 toll, etc resulting in $800.00 just in admin fees alone. I called to make payment arrangements and paid half of the balance intending to pay the other half after that. I paid $89.55 on May 2, 2023. Confirmation # *********. (They charged a $100.00 admin fee for that too but a rep named ***** agreed to remove it when I asked). Back on March 20, 2023 I spoke to a rep named ***** because I was trying to pay down more of the balance. She informed me the balance had been sent to collections so I couldnt make any payments. I dont understand why ** Pass/Express Lanes is allowed to charge $100.00 admin fees for a $1.30, $12.15, and the other small toll amounts I was charged. They shouldnt be allowed to charge such high admin fees especially not on such small balances.I was trying to pay the rest of what I owed on these tolls and would have if they hadnt sent it to collections. Please remove the $800.00 in fees, Ill pay the remaining balance which was about $200 (maybe less, they have sent so many different letters) and never use these toll roads again.

  Business Response

  Date: 08/02/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 1,2023 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 Express Lanes while her **-Pass account is in negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (iii) charges remains valid.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74  days after trip) - $25.00 fee
  Collections (90+ days after trip) - $100.00 fee
  Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, those invoices were forwarded on to Collections.
  
  Our records indicate a one-time courtesy reduction in the amount of $225.45 was applied to the account on March 20, 2023, which was valid for 14 days. When the payment deadline passed, the reduced fee reverted to its original fee. Customer called back on May 2, 2023 which is already 43 days after the reduction applied on the account which caused of progression of invoices.
  
  At this time, payment plans are not available.
  
  We confirm the payment of $89.55 for the trips from January 26-27, 2023. 
  
  As a Virginia ***Pass account holder, you can also contact your ***Pass agency to sign up for a range of email and text notifications about your account.
  
  It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at ************ or ###-###-#### from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter.
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  Consumer

  Customer Answer

  Date: 08/02/2023

  [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: ********
  
  I am rejecting this response because: yes there was a delay in my response to ** pass I was in the hospital a few times since January and I explained that to them more than once when I called. They broke the payment into 2 parts and I paid the first half.
  

  They can’t do payment installments for the 2nd half? That doesn’t sound true. They’re the company they can do what they want but I’m not paying $800 worth of fees.
  

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

  Business Response

  Date: 08/21/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 18,2023 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 Express Lanes while her **-Pass account is in negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (iii) charges remains valid.
  
  We understood your situation. However as of this moment we don’t have any payment plan that we can offer to the customer.
  
  Given the circumtances, so I’m able to cancel the trips from collection. I can only do this one time, and have the customer settle the amount of $1628.90 to clear the outstanding invoices.
  
  For further questions, please contact have the customer contact us at ###-###-####, Monday through Friday (7:00 AM to 7:00 PM).
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

  Customer Answer

  Date: 08/29/2023

  [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: ********
  
  I am rejecting this response because:
  I don’t owe $1,628 for these **-pass trips. Sounds like they added on additional fees which I am not paying and that should be illegal for them to be allowed to charge that much in fees. No thanks. I was trying to pay just what I owed from months ago which was around $224 - I’m not paying all those fees.
  
  Regards,
  
  ***************************