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

  6440 General Green Way Alexandria, VA 22312-2413

  
• 

  Capital Beltway Express, LLC

  PO Box 23530 Alexandria, VA 22304-0531

  

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:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to complaint about E-ZPASS ******** Toll Dispute ****** opened at the beginning of 2023. The dispute I entered into their system was for toll charges $70+ during the months of November and December 2022. The toll charges were due to the transponder device that was using inside my car ran out of battery. I wasnt aware that these transponder devices use batteries to function because I had it for almost 10 years without any issues. I called EZPASS as soon as noticed all the charges in my account and was told to send the transponder device for testing and they will be sending a new replacement. I sent the old transponder and waited almost a month before I can get an update. I called back once again and was told that they received the device, but they didnt have any updates. I called back again on 5/15/23 since I didnt hear any resolution from this issue and was told by the representative that I needed to enter a new dispute due that the original dispute didnt have November and December dates. The representative helped me with entering another dispute with all the charges accrued for November and December of 2022 as stated above. I received an email on 5/16/22 and was told that my dispute was denied without further details. I sent an email back and requested details for the reason why my dispute was denied, but no success. As you can see, the transponder ran out of battery which caused charges to my account all the E-ZPASS line tolls during these months. As an FYI, I only use the E-ZPASS when I am with my family of 4 to avoid toll charges. I really feel replacing old transponder should be part of their maintenance process and credit the charges during malfunctions as it was in my case. Additionally, the transponder device is registered to the license plates to the car I was driving during the dates when they applied all the toll charges.

  Business Response

  Date: 06/02/2023

  June 1, 2023
  

  Dear *** or Madam:
  

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

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

  We spoke with the customer on 5/24/2023 and advised him to contact the Express Lanes directly. The Express Lanes refunded $2.90 to the customers account. We do not service all toll roads in ********. I left a message on 6/1/2023 to contact the Express Lanes at **************. The Express Lanes refunded $2.90 to the customers account, if the customer is not satisfied with the toll roads decision, he should contact the Express Lanes directly.
  

  Kind Regards,
  

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

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I will contact express lanes today. please keep the case open as i am not sure why i am being routed there.

  please reach  out if you have any questions. 
  
  Regards,
  
  ***** **********
  
  

  
  

  Business Response

  Date: 08/14/2023

  Dear Mr. ***************** are in receipt of your letter dated August 3, 2023, detailing a complaint raised by ***** ********** (Customer) We want to take this opportunity to confirm the following: (i)) the Customer was in contact with the ******************************************* via email.
  
  We received email correspondence from the customer on June ******* and reviewed the statement that was sent to us.
  
  We advised the customer to contact their E-ZPass agency as the disputed charges were after 120 days of the allotted timeframe in which to dispute charges. The charges were datd November and December 2022.
  
  Please be advised, according to the terms and condition of E-ZPass agency General Section l) toll charges that are more than 120 days old cannot be disputed.
  
  We recommend you contact your E-ZPass agency to check your transponder. If identified faulty, please send us documentation or a replacement receipt to conduct further review.
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

  Business Response

  Date: 08/17/2023

  Dear Mr. ***************** are in receipt of your letter dated August 3, 2023, detailing a complaint raised by ***** ********** (Customer) We want to take this opportunity to confirm the following: (i)) the Customer was in contact with the ******************************************* via email.
  
  We received email correspondence from the customer on June ******* and reviewed the statement that was sent to us.
  
  We advised the customer to contact their E-ZPass agency as the disputed charges were after 120 days of the allotted timeframe in which to dispute charges. The charges were datd November and December 2022.
  
  Please be advised, according to the terms and condition of E-ZPass agency General Section l) toll charges that are more than 120 days old cannot be disputed.
  
  We recommend you contact your E-ZPass agency to check your transponder. If identified faulty, please send us documentation or a replacement receipt to conduct further review.
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

  Customer Answer

  Date: 08/17/2023

  [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: 20069914
  
  I am rejecting this response because:
  it is evident that the reported issue occurred in January 2023 (see attached emails), which falls within the 120-day time allowance. I have followed the instructions provided by ****** and contacted express lanes, but they redirected me back to EZpass. It appears that EZpass may be delaying taking responsibility for reimbursing the fees due to the transponder running out of battery. Such business practices are deemed unacceptable. It is important to note that if the situation were reversed, EZpass would likely take prompt action to ensure payment of their fees."
  Regards,
  
  ***** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/30/2023

  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.

  DMV has put a stop on my account because prince william county HOT lanes because ** **** or ********** sent some tickets from 2018 however I am just found out about this information on MONDAY.. 5 years later and I have talked to several representatives at ********** saying that I have no tickets from 2018. They said they would send me a letter to send to the Court house for dmv compliance and they have not done so and I need to renew my car registration before May 1st. I've called for at least a week and no one helps its just a runaround. I don't e believe this is my fault because I was never notified & they're trying to do something five years later. Unbelievable! Please assist!

  Business Response

  Date: 06/02/2023

  Dear ****************,
  
  We are in receipt of your letter dated June 2,2023 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 ******* transponder with insufficient fund; (ii) the Customer has a recent contact with the Express Lanes via phone and via email; and (ii) charges remains valid.
  
  Our records show that invoices were mailed to his address **************************STAFFORD, VA **********. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles Vehicles (DMV).
  
  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.

  Our records confirm that the pre-court settlement payment of $900 with confirmation number ********* has been applied to account number ******* and the account now reflects zero balance.
  
  We recommend the customer to present this payment confirmation to the court for them to process their vehicle registration.
  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. 

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I drove our RV to Florida and ended up getting on what we thought was a normal HOV ******* express lane (not charged more than the normal toll but reserved for HOVs). Come to find out that this was premium feature in disguise. We entered from 495 in Maryland then down 95S and the toll was $40 to drive in these lanes for 14 minutes. To make matters worse, the toll was TRIPLED because our RV is over 8 feet high. So for 14 minutes of driving, the bill was $120! This practice especially preys on people who are from out of town and have to make quick decisions (while driving around DC metro!). There is no way we go into these lanes if the cost was even $40, let alone $120! It pains me to think about how many other people have had money taken from their ** **** accounts for this. It's a shameful business practice and it should be ended immediately. The "dynamic pricing" is an absolute scam and shame on the state of Virginia for allowing this to go on!

  Business Response

  Date: 06/15/2023

  Dear ***************,
  
  We are in receipt of your letter dated June 12 ,2023 detailing a complaint raised by ***************** (Customer) and appreciate the chance to respond.
  
  Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign, or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue the Express Lanes or return to the regular lanes.
  
  Like **** and ****, we use dynamic pricing. That's why toll prices may change throughout the day, based on traffic patterns and customer demand.
  
  Our dynamic pricing changes based on real-time traffic conditions to keep our Lanes moving at highway speeds. Toll prices will go up as more drivers choose to use our Lanes so all customers, including those who travel for free in a carpool or on a bus, can enjoy a steady drive along the Express Lanes. By increasing the price, we can help control congestion levels on the Lanes.
  
  To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in height. This includes most tall passenger vans, commercial vans,2-axle large box trucks, and flatbed trucks on the 495, 95 and 395 Express Lanes.  Signage on the roadway informs travelers a higher rate will be charged for larger vehicles.
  Larger rides like box trucks can weigh a lot more than regular passenger vehicles. Those extra pounds do more damage to the road that we maintain. To help make sure we can continue to give all our customers a great travel experience, we charge larger vehicles a different rate. Most customers drive personal passenger vehicles that are under 7 feet and pay the standard toll.
  We are unable to locate the account of the customer and we have been in contact via phone but was advised to leave an email.
  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: 06/21/2023

  [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 understand the theory behind your system but the one thing you're missing is that with Uber, the customer can see this pricing in real time BEFORE choosing to use the service. In the case of your toll roads, this is not the case and customers need to make a split second decision on whether or not to use the road. In my case, I had no idea what I was signing up for until I saw the charges on my account. That's where the issue lies. The road and tolling system is overly complex to begin with, now we are adding a multiplier thing to that and I still contend that this "dynamic tolling" system takes advantage of drivers when they are likely confused or preoccupied with other drivers and/or navigation in general. That is why I made this complaint. The system needs to be better for it not to be taking advantage of a situation with an unknowing consumer. It also looks a heck of a lot like the HOV lanes found in many other locations, none of which are more expensive, let alone 4x more expensive to use. Some are even cheaper than the normal toll because the area wants to encourage people to carpool!

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

• Initial Complaint

  Date:05/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from *** stating I have 2 Admin Fees that totals 212.50 on 4/21/2023. I have no idea why I have a bill when I have a working ****** for the state of Maryland. I also never received a bill and I definitely had money on my ****** account. As a matter a fact I have proof that I had $29.00 on the account prior to making an extra payment of $60.00 just 2 days prior to using the toll. I contacted Customer Service on 4/21/2023 (Maryland ******) and it was confirmed that I had money on the account and I was advised to call Virginia ****** and have them contact the Maryland office). I called *** and also contacted Customer Service for Express Lanes and was told there was nothing they could do, so I asked to speak to a Manager and the Customer Rep told me he was going to get a Manager, but instead he transferred me to another Rep. This was so unprofessional and unproductive because we literally had the same conversation. That Rep told me she would have a Manager contact me and I never got a phone call. I waited for one week and called back on 5/2/2023 to find out I could speak to a Manager to get this matter resolved and was told a Manager will be calling me back and someone already called me. No one called and they simply don't care. I used the toll on 10/15/2022 (3.70) - FEE (103.70) and 10/22/2022 (8.80)- FEE- (108.80). I find it interesting how I have a letter from NCC and they told me that I needed to prove money was on my account. Something just doesn't seem right. I've live in Maryland and purchased the transponder in 2013 - this is my first issue. Not sure why. The *** Reference # is ********. My tag # is ** *******.

  Business Response

  Date: 06/02/2023

  Dear ****************,
  
  We are in receipt of your letter dated June 2,2023 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 ******* transponder with negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (ii) charges remains valid.

  Our records show that invoices were mailed to his address PO BOX ****
  WALDORF, MD*******. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles (DMV). The first invoice was sent last 12/22/2023 and the final invoice was sent last 2/3/2023.
  
  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.
  
  We’ve confirmed one of the supervisor tried to contact the customer via call last 4/24/2023 but the customer did not respond to the call. Customer called again last 5/02/2023 and we advised the customer to settle the amount of $62.50 as best offer we can provide to the customer as trips already progressed to collection.
  
  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:04/10/2023

  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 use an ****** to access the toll road. I am notified on the overhead signs that larger vehicles may incur a higher toll. However, while typical tolls are within the $1-$5 range, I noticed that my tolls for a sprinter van was in the $55 range, for ONE trip. When I contacted ****** via telephone, there were 37 people in front of me, and despite providing them with my license plate and transponder information, they were unable to discover why and how the fees were being charged that way. In order for them to assist me, I would have to violate a toll, in which they can then access my account information but then charge me the administration fee in addition to the normal toll that I have unknowingly paid since it is automatically deducted from my ****** account, and it NEVER discloses what that "larger vehicle" upcharge will be. How are they ETHICALLY taking money from my ****** account without disclosing the actual amount? And then when I call to ask, they don't know themselves? They state we can check toll prices online, but please let me know how I am able to access this website while driving? Also, please keep in mind that the website does NOT disclose the upcharge for larger vehicles! My main complaint is:How is ****** charging absurd amounts without disclosing ANYWHERE what the upcharge is for larger vehicles and their own staff don't know how I can learn the costs? How are they ethically taking money without teling me how much and not providing me with the option t decline the insane toll? Because I can almost guarantee that most people will not take the toll if they knew ahead of time that they would pay $55 instead of $5! It's like if I went to the store to buy milk and I don't know how much it costs until I get to the register. Even then they don't tell you, and you discover later that the milk was $100 but you had no choice to buy or return the milk. This is absolutely ridiculous, especially if their own staff have no clue how and why!

  Business Response

  Date: 03/20/2023

  From: ***************************** <******************************************> 
  Sent: Friday, March 17, 2023 6:10 PM
  To: *************************** <*************************************************>
  Subject: RE: Complaint from *****************
  
  I spoke with ************ on 3/15/23.  The complaint was regarding her husbands *** **** account.  This was not an issue with *** ****, it is with *** Outside the Beltway, which is a toll road that we do not service.  The customer has their contact information and is waiting on *** OTB to adjust charges applied to her husbands account.  I submitted a toll road follow up to the toll road and advised the customer.  In the follow up form a call back to the customer was requested.   
  
  Thank you, 
  **************************;
  Customer Service Supervisor 
  **** ********** *********, LLC. | **** ******* Project 
  *******************************************************************************;
  Email: ****************************************** 
  Fax: ************  
  

  Business Response

  Date: 05/23/2023

  Dear *** ******, 
  We are in receipt of your letter dated May 17,2023 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.  
  Customer’s vehicle has been travelling in Express Lanes which caused a charges to their ******* account. 
  The Express Lanes and ******* agency are separate entities.  
  We are confirming that their trips from 12/16/2022 to 3/29/2023 were charged as medium  vehicle. The vehicle detected has an Average Height of 9' 1". 
  The ** Express Lanes have multiple pricing zones and decision points for drivers. 
  Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign, or  you decide to exit the Lanes. The pricing zones are separated by electronic signs that  communicate the toll rates in real-time. At each of these points, you can decide if you want to  pay an additional toll and continue the Express Lanes or return to the regular lanes. 
  Like **** and ****, we use dynamic pricing. That’s why toll prices may change throughout the  day, based on traffic patterns and customer demand. 
  Our dynamic pricing changes based on real-time traffic conditions to keep our Lanes moving at  highway speeds. Toll prices will go up as more drivers choose to use our Lanes so all customers,  including those who travel for free in a carpool or on a bus, can enjoy a steady drive along the  Express Lanes. By increasing the price, we can help control congestion levels on the Lanes. 
  To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in  height. This includes most tall passenger vans, commercial vans, 2-axle large box trucks, and  flatbed trucks on the ***, ** and *** Express Lanes. Signage on the roadway informs travelers a higher rate will be charged for larger vehicles. 
  Larger rides like box trucks can weigh a lot more than regular passenger vehicles. Those extra  pounds do more damage to the road that we maintain. To help make sure we can continue to give  all our customers a great travel experience, we charge larger vehicles a different rate. Most  customers drive personal passenger vehicles that are under 7 feet and pay the standard toll. 
  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:03/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received 2 emails in the past month from ****** of VA Express Lane that I "travel on the Express Lanes with your ******* Flex set to HOV ON, without three or more people in your car." This is absolutely false. I have pointed out this mistake each time. They still owe me a refund on the first charge for the first false allegation. On March 21st they responded to my dispute with blurry pictures that were not date stamped or prove that it was in fact my car that is pictured. I have called and explain the the company but I think they are being dishonest. They still owe my account a credit for $30.60 for the first charge and now they are claiming they will charge my account $33.15.

  Business Response

  Date: 04/10/2023

  Dear ****************,
  
  We are in receipt of your letter dated March 10,2023 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 via email.
  
  We reviewed images and based on the investigation these trips were not charged to customers account and trips have been reversed.
  
  Customers have spoken to our representative via phone and email.
  
  The amount of $63.75 has been reversed to customers ******* account. It takes up to 3 to 5 business days for the credit to show on customers ******* account. 
  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:03/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an ****** holder for over 15 years and never seen the price gauge to consumers. Over the past few years the price to take the toll lanes has **** near doubled. I get on as the same exact entrance which is ***** ****. and exit at the same which is the interchange of *** and ***. The price on the board is what you should pay, that is what you are agreeing to when you enter and get off at your choice exit, when I look at my statement they are charging me anywhere from 7-10 dollars more than what the board has stated. Also they do not take the money out right away, there is no way for you to see "pending transitions" on your account to plan accordingly. over the past 3 months, Iv put on over 300 dollars each month to go the same distant each morning. How can a consumer keep up with their account when they have to take express to get to work on time. Especially when 95N always seems to have an accident or a disabled vehicle on the shoulders and will bring traffic to a stop. It is like they are charging you what ever they want without you even knowing it. Every time you ask for a manager they are never available regardless of what time you try to call. This all needs to be addressed, we the consumers are not made of money and shouldn't to price astronomical prices to go a short distance.

  Business Response

  Date: 03/21/2023

  Dear ****************,
  
  We are in receipt of your letter dated March 17, 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 contacted us via email and (ii) charges remains valid.
  
  One of our manager tried to contact the customer but customer did not answer the call last March 9, 2023 and we left a voicemail.
  
  The ** Express Lanes have multiple pricing zones and decision points for drivers.
  
  Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign, or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue on the Express Lanes or return to the regular lanes.
  
  Like **** and ****, we use dynamic pricing. That's 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.
  
  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 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.
  

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Even though it has been several months since I took the express lanes, out of nowhere I was charged by VA ******* twice over the past week for a total of about $10.

  Business Response

  Date: 03/02/2023

  February 27, 2023
  

  Dear Sir or Madam:
  

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

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

  Please note the patron did not contact our customer service team prior to filing a complaint with the BBB. Any misunderstandings about her account could have been corrected had contact with the center been made first.
  After reviewing the customers account, there was no record of any transactions this year from the Express Lanes. In addition, I spoke with the customer on 2/27/23 to advise there has not been any tolls posted to the account this year from the Express Lanes, only a toll from I66 Inside the Beltway and a toll from Maryland. The customer apologized and said that was correct. The customer was concerned with the monthly statement fee charged on the account. She was not aware there is a monthly statement fee to receive paper statements in the mail. While on the call I changed the monthly statement delivery to free quarterly statements in the mail and advised the account will not be charged next month. The customer advised there were no other concerns or question. The customer can contact the customer service center at ************** ( Monday Friday 7 am 7 pm ) if she has any questions or concerns in regard to the ******* account.
  

  Kind Regards,
  

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

  Business Response

  Date: 04/10/2023

  Dear ****************,
  
  We are in receipt of your letter dated March 16, 2023,detailing a complaint raised by *********************** (“Customer”) and appreciate the chance to respond.
  
  Customer resolved the issue with her ******* agency as the charges she is disputing is for the Bill statement she received monthly.
  
  No further dispute as per customer.
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a fine for a "missed toll" in September of 2022. I tried contacting Express Lanes 1st, but they never replied. Then I got sent to collections for a $4.95 toll and added a $100 fine. This is outrageous. I have even tried contacting ********************** but they do not respond either. I have had an mounted ****** for 12 years. My September log shows 100+ transaction(Statement attached). I should not be punished for a glitch in their system. How could I purposely miss a toll? I will pay the $4.95 but adamantly refuse to pay they fraudulent $100 fee.

  Business Response

  Date: 03/30/2023

  Dear ****************,
  
  We are in receipt of your letter dated March 27,2023 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 ******* transponder was not read (ii) the Customer has a recent contact with the Express Lanes via phone and email; and (ii) charges remains valid.
  
  We received your email and sent our responses last February 27, March 3, 7 and March 10, 2023.
  
  Our records show that invoices were mailed to his address ***********************************Herndon, VA******. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles (DMV).

  The Toll amount of $4.95 escalated when first and final invoices were not paid. The unpaid invoices then progressed to our collections department where there are additional administrative fees. 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.
  
   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 confirm that the payment from collection has applied to the account number ******* with payment confirmation ********* and account is now zero balance.
  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.

• Initial Complaint

  Date:02/27/2023

  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 travel I ******* every day with an ****** transponder. Recently I began receiving toll invoices despite having a working ****** and an account with sufficient funds. I don't understand why my account wasn't charged or why my transponder is charged on some days but not others. Now the expresslanes account tied to my license plate has fees of $912.50 for tolls that should have been charged to my active and working account. I've tried to contact ****** twice with no response.

  Business Response

  Date: 02/27/2023

  See Attached

  Business Response

  Date: 03/20/2023

  Dear ****************,
  
  We are in receipt of your letter dated March 16 ,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 his ******* is invalid status and (ii) charges remains valid.
  The charges were not accepted by your ******* agency during the trips in question, due to an invalid status, which caused invoices to be issued.
  
  To prevent future invoices, Customer need to contact their ******* agency to update their account.
  
  I have good news. We have a First Time Forgiveness Program, so Im able to reduce your payment by $712.50. I can only do this one time, and it will bring your balance down to $259.40.
  
  Customers new due date is March 29, 2023. Thats probably different than the date on their invoice.
  
  Our records show additional invoices were mailed to the customers address on file with the DMV.When the payment deadline passed, those invoices were forwarded on to Collections.
  
  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.
  
  Its 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.
  
  For further questions, please 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.