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:10/04/2022

  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.

  Received a bill for tolls missed. I have transponders in all vehicles and a positive balance on my ****** account according to ******. Called Express Lanes and spoke with ***** who advised me that my transponders weren't detected or could be faulty and that I needed to contact ******. Contacted ****** who confirmed that the transponders were working and that there was a positive amount on my account. They said Express Lanes enters their own fees and that ****** has nothing to do with that. They advised that I call Express Lanes. I have been charged over $500 for these tolls. I called Express Lanes back and spoke to ***** again. I asked to speak to a supervisor, but none were available due to meetings. Express Lanes denies any responsibility advising that when they can't detect the transponder, they do not have the ability to charge based on the license plate and that this is an ****** issue. I would like a refund for the administrative and other fees.

  Business Response

  Date: 12/29/2022

  Dear ****************,
  
  We are in receipt of your letter dated October 27,2022 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 properly mounting; (ii) the Customer has a recent contact with the Express Lanes via phone; and (ii) charges remains valid.
  
  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 *************************************************;
  
  The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (*****************************************************************). The administrative fees are a way to recover, in part, the enforcement cost incurred collecting the unpaid toll.  All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.
  
  Our records indicate payments with the total amount of $640.65 has been applied to account numbers 4362378.
  
  $20.10 *********
  $205.***********
  $54.85-*********
  $234.50-*********
  $95.30-*********
  $30.20-*********
  
  We are unable to refund the payment of 640.65 as the charges are valid.
  
  We can charge by plate just make sure that the license plate number was link to the transponder and account has sufficient fund. 
  
  They are still 1 invoice that currently outstanding for the trips from August 1,2022, amount of $34.45.
  
  To prevent future invoices, please contact customers ******* agency to update their account.
  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:09/07/2022

  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 recently moved and have had issues with getting my mail forwarded. I called express lanes to ask them to remove service charges, over $300 in service charges bringing my bill to be approx $460. They refused to do so saying it is my fault my tag was not read correctly. I begged the man for help because the moving expenses are killing me, and I have an EZ pass, my EZ pass is read on most other toll roads especially when I go home to NY I have not had this issue. But the man refused to and did not care about my grievances at all. It is humiliating and inhumane I cried on the phone thinking about the expense. I asked for a supervisor the gentleman said they are working remotely he does not have a supervisor. I told him I understand that I owe the money but $300 fees is egregious, especially in our currently inflationary climate. I begged for help, to remove some. He still refused than sat on the phone in silence until I hung up. Its disgusting this is the behavior we show each other, as if I am not a person or human. I said it would be struggling to pay, no response. I paid through PayPal which said EZ Pass/ Express Lanes can issue the refund and reprocess it. But he man supposedly said they cannot.

  Business Response

  Date: 09/07/2022

  September 7, 2022

  Dear Sir or Madam:

  Case ID: ********

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

  The ******************************************* are privately owned and operated independent of E-ZPass ********. After review of violation information we have access to, we do not see violations for this person from the toll roads that we service. To resolve this matter the customer should contact the ******************************************* at **************.

  
  Kind Regards,

  
  ****** (1610)
  Customer Service Supervisor
  

  Business Response

  Date: 12/29/2022

  Dear ****************,
  
  We are confirming the following case has been resolved and there is no action additional action needed.
  
  We are in receipt of your letter dated September 12,2022 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 ******************************************* while her EZ-Pass account was in negative balance; (ii) the Customer has a recent contact with the ******************************************* via phone; and (ii) charges remains valid.
  
  The charges were not accepted by the **ZPass agency during the trips in question, due to a negative **ZPass balance, the account was in a negative balance status, there was not enough funds to cover the trips which resulted in an invoice being sent by note, the Express Lanes and **Zpass are two separate entities.
  
  The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (*****************************************************************). The administrative fees are a way to recover, in part, the enforcement cost incurred collecting the unpaid toll.  All administrative fees are also well within the limits established by the ******** Code 33.1-56.3.
  
  Our records indicate a payment via PayPal in the amount of $469.35 for invoices number ******* and ******* with confirmation number *********, has been applied to account number *******. 
  
  We are unable to refund the payment of $469.35 as the charges are valid.
  
  They are still 2 invoices that currently outstanding for the trips from August 19,2022 to August 26,2022, amount of $48.55.
  
  To prevent future invoices, please contact customers **ZPass agency to update their account.
  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 ******** of ***** 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.