Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  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've had an ezpass account for years. They said my ezpass tags wasn't working and wasn't issued to the correct license plate number. So I fixed that. They sent me bills for several different tolls they said we're unpaid, so I paid them all. Then they sent me more, and these were from an earlier date than the ones I just paid. The online system said they were no outstanding tolls to the license plate number. They said sorry, our system is faulty but you still owe the money. I tried paying for just the tolls, they wouldn't accept that. They basically give you no warning, they just send you bills with "admin cost" to each toll, and instead of sending 1 collective bill, they send them at different times and pile on the charges. If you go to their website, the system won't show any violations, making it impossible to pay for the toll before they add fees, even with an ezpass. This company has a checkered pass, even so with 895 Pocahontas.

  Business Response

  Date: 05/20/2025

  If a customer EZ-Pass isn't working, there is a safety net to prevent EZ-Pass customer from receiving a notice with fees. The account at EZ-Pass must be up to date with funds available at the time of travel and the correct license plate must be on listed on the EZ-Pass account at the time of travel.   If a license plate is added after the violation or the account has no funds available, it will create a violation.  If EZ-Pass customer monitors their account and reaches out to Pocahontas within 10 days of the violation they will only pay the toll amount. When searching the website if clearly states if you can't find the trip after 48 hours, please call the office. Customer was advised that he has a toll that needed to be paid.  He didn't pay the toll amount and that is when it continued thru the enforcement process, and he received a First Notice.

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 

  I have attached photos proving that the system didn't show tolls unpaid. 

  Please remove the violation fees and I will pay for the tolls.
  
  Regards,
  
  ***** ****
  
  
  
  

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint due to recently being notified of a toll bill from December 2024. The letter of notification was not delivered until 15 APR 2025. Almost a complete four months afterwards. The bill also stated that it was the second and final notice, but this was the only bill that was delivered and received. This resulting in being charged $30 now instead of the initial $5. When we called to express this concern, we were told we still have to pay the $30 no matter what. This is bad business.

• Initial Complaint

  Date:03/24/2025

  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 was charged under my old license plate ******* for 4 transactions, twice on March 18th and twice on March 22nd for 5.75*4. I did not personally travel through this tolls and if you look the the pictures it does not match my license plate. I have also since changed my license plate to ******. The customer representative was very rude and said even though I DID NOT TRAVEL it will be my responsibility to pay these tolls because my plate was captured in picture. If it is not my car, and not my transponder, I did not receive this service. This is total fraud and you should find the person who actually used this toll to charge, instead of me. This charge is fraudulent and I would like this fee refunded. If not; I have no choice but to report it as fraud.

  Business Response

  Date: 03/24/2025

  When a vehicle travels on Pocahontas Parkway thru the *** only lanes without an ez-pass.  Pocahontas Parkway will send the license plate number up to *** to see if it matches a valid account, if so EZ_Pass will pay this to prevent the customer from receiving a notice with fees.  Pocahontas Parkway goes by the registered owner of the license plate.  We don't capture images of the driver.  It's up to the owner of the EZ-Pass account to make sure the account is up to date with all license plates. Your LPN wasn't removed from your EZ-PAss account during the 4 violation dates.  It was removed the following day.

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 above.
  

  If you do not have a picture of the vehicle traveling, then you can not prove it is me using your toll. I, on the other hand, have proof that my license was deactivated during the traveling date listed. Therefore I can prove to my credit card company and court that I was not the person using the lane and therefore you are fraudulently charging me for a service you did not provide. Regardless of whether I changed my plate on the account or not, you should read the transponder and it is your business responsibility to ensure you are not charging the wrong person. If this amount is not refunded to my account; then I will unfortunately have to report it to *** for bad business practices, the credit card company, and I will file a lawsuit in small claims court. 

  Regards,
  
  ***** **
  
  
  
  

  
  

• Initial Complaint

  Date:02/07/2025

  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 got a toll notice and went online to pay it but was told it was already sent to collections. Today I received a notice from collections that the toll has now rose to $105.75 which is truly insane. But on top of that I don't understand why I got the notice at all. I have an EZPass in the vehicle and have the vehicle listed on my account.I would have paid sooner but we spent the winter in ******* so we did not receive the notice until earlier this week. But even though we were out of town I would have still expected them to just bill my ezpass account which is in good standing.I contacted the business and was told they could not do anything and that I need to contact the collections company. I do not accept that as an answer - they sent it to collections so they need to call them and figure it out.Thank you!

  Business Response

  Date: 02/07/2025

  When a customer travels ********************************************* without paying, they have 10 days to reach out to make the payment of the toll.  There is a safety net for EZ-Pass customers when the transponder doesn't read the license plate is sent up to EZ-Pass if the *** account is up to date with BOTH available funds and the license plate is listed EZ-Pass will pay the transaction, so the customer doesn't receive a notice with fees.  Pocahontas sends out 2 invoices to the registered address on file with *** giving the customer over 70 days to make the payment before it's sent to collections.   

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being sent unpaid toll notices for Pocahontas Parkway. On the notice there is an image of a vehicle ******* Rogue) that I do not own and have never owned. The license plate on the vehicle is a Virginia temporary tag that was issued to me in November 2023, when I bought a used car ( 2009 **** Mustang ) from Virginia car dealer. I am a Tennessee resident Timeline: 11/21/23 - I purchased *************************************** ******** **. ******** Temporary tag (24268C) was issued. 12/13/2023 - The Mustang is registered in ********* and TN license plate is *********/**/2024 - I received an Unpaid Toll Notice ( Notice ID ********* from Pocahontas Parkway, saying that I owe $36.10 from two separate toll violations on 01/11/2024 and 01/29/2024. 07/02/2024 - I received another Unpaid Toll Notice ( Notice ID ********* from Pocahontas Parkway. This charge is for $18.25 for a single unpaid toll on 06/10/2024. The image on the report is very clear this time and shows 2014-2020 ****** Rogue with Virginia temp tag 24268C. I don't own and have never owned the vehicle on that image. I have not driven on Pocahontas Parkway on those dates. The information that Pocahontas Parkway receives from Virginia DMV to issue these notices, has to show the make and model of the car that the plate was issued to AND the expiration date. The plate was issued to 2009 **** Mustang. The vehicle on the image is 2014-2020 ****** Rogue. In addition, The VA temporary tag that was issued to me when I purchased the **** Mustang, should have expired nearly 7 months ago, so the tag on those images has to be fraudulent. Pocahontas Parkway sends bills based on incorrect and fraudulent information to people who have never used their toll road. But somehow the onus is on that person to prove them wrong. They are a business who puts zero effort into verifying the information they are using to send these baseless notices. And if a person refuses to pay, there will be damage to that person's credit.

  Business Response

  Date: 07/25/2024

   Customer emailed in because he received another notice.  Let him know that he spoke with a supervisor about previous violations, and we offered a 1x courtesy waive of them. let him know he was advised to reach out to DMV and get documentation that he is not the registered owner of the plate. let him know since there is another violation and the plate is correct, he will need to get that documentation. He mentioned in email that he just now reached out to them and does not know if he will get that info by his due date. Let him know to keep us updated and if due date approaches, then we will offer a 2-week extension.  He was told in a previous conversation in March the importance of reaching out to DMV to get required documentation. Still waiting...

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  Virginia DMV Data and ************** is so backed up with dealing with fraudulent Temporary Tag issues that they have not even responded to my request for information. Their response can take 1 month, 6 months, 10 years for all I know. In the meanwhile Pocahontas Parkway expects me to pay every toll that some random person with fraudulent tags is racking up. If I don't, I get reported to the collection agency and my credit will be ruined. Does that seem right to you? It is an expired temporary tag! It was valid only for 30 days and that was 8 months ago. Just complete negligence and indifference from Pocahontas Parkway.    
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged $100 fee for a $5 toll. I had two EZ-pass accounts at the time one in ** and another one in ******** when the toll was incurred and advised them that but they refuse to acknowledge that and are charging me an extra $100. I think I should be able to pay the $5 toll and that's it. I don't think that I should have to pay an extra $100.They are thretening to suspend my license if I don't pay. I need to have this resolved immediately.

  Business Response

  Date: 07/08/2024

  This has been explained multiple times to ******************** that her VA  EZ-Pass read coming through the parkway on the day of the violation.  We cannot use her NY  EZP account as a dispute once her VA. EZ-Pass is read at time of travel.  The VA EZ-Pass account was negative for 6 months. She refused pay in May and June.

• Initial Complaint

  Date:05/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went through the Pocahontas Parkway toll on 04/05/24. Tried several times to submit payment via my credit card, however, the toll booth did not accept payment due to no fault of my own. It eventually issued a ticket, and advised that I pay online. I am familiar with the process of paying online because I have done several times in the past. This particular time, due to several life events I forgot to pay within 10 days. I receive a notice of violation in the mail, which included a ***** fee. I contacted the Pocahontas pkwy ofc, as well as sent an email requesting waiver of the fee due to an oversight on my part and explained I tried to pay at the time, but the toll wasn't working. 5.75 has turned into *****. As a courtesy, a fee waiver should have been issued in this instance. This is pure greed.

  Business Response

  Date: 06/05/2024

  Customer acknowledges getting the unpaid toll slip on this day.  Investigated the transaction customers before and after were able to pay with no issues. We allow 10 days for a customer to make a payment before a notice is sent.  There are several ways for payment to be made over the phone, mail, web site or our drop box located in front our Admin Building.  Because the information was provided at the time of travel, and we offer a grace ****** for the toll to be paid before fees are added- if a notice is sent out with fees that is the amount that will be due.

  Customer Answer

  Date: 06/05/2024

  
  Hello,
  
   
  
  The business has not contacted me to address this issue.
  
   
  
  Thank you,
  
   
  
  *************************

• Initial Complaint

  Date:04/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of violation: 03/04/2024 Time 05:39am Toll charge = $5.55 Toll Fee = $12.50 Location: **********************************************************I don't drive outside of **********/**********/**. Beach area.Photo of violation is very dark and doesn't show state name. Tail lights are squared, mine are round. Someone might have had the same plate number but from a different state.You can't talk to a live person to get a issue resolved. Both of their phone numbers rings the goes to voicemail. ************* / **************)

  Business Response

  Date: 05/13/2024

  This was resolved with the customer. 

  Customer Answer

  Date: 05/13/2024

  This is in regards to a complaint that was made but was resolved. Thank you for your response.

  Richmond BBB complaint #********.

   

  Please close this complaint case.

  
  

• Initial Complaint

  Date:04/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm lodging a formal complaint regarding an EZPass discrepancy, where a $5.00 charge escalated to $100 despite providing evidence of my EZPass account. I've reached out to the agency multiple times, even sending emails in an attempt to resolve the issue amicably. However, the Pocahontas Parkway in ********, ** response has been both uncooperative and indifferent towards the dispute. I'm reporting this company because I would like resolve this issue in a civil matter and would like to prevent this happening to anyone else.

  Business Response

  Date: 04/12/2024

  At Pocahontas Parkway there is a safety net for ALL ***Pass customers.  When travelling and your ***Pass transponder doesn't not send a signal to our readers the safety net (Video Tolling) would assist the ***Pass customers.  In order for this to work the account at ***Pass need to be up to date with funds AND the license plate has to be listed at the time of violation. Pocahontas has explained to the customer what was needed multiple time the customer failed to send in the required proof for research to be completed. **************** only sent in a report showing her account to be on a ACHPPT, we have never received a copy of the Vehicle history report as requested. Our process is explained on our notices. If we don't receive the requested documentation, it will continue though the violation enforcement process.

• Initial Complaint

  Date:12/24/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Just got a notice from a law firm demanding 103$ for a **** unpaid toll that I shouldnt have been billed for in the first place. Ive only used interstate 895 on one occasion and I know the transaction was successful because it was swing arm controlled and the device moved to allow me to proceed. I have NEVER been notified of any outstanding fees until now when its on the desk of a local law firm demanding payment. This is insane and seems like a big multi million dollar company taking legal advantage of a consumer. Want the bill wiped and legal action reversed.