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:12/20/2023

  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.

  I am being accused of not paying tolls. I did not receive the toll violations that Pocahontas Parkway of ******** says they sent. I am being accused of he following violations: *******, *******, ******* and *******

• Initial Complaint

  Date:08/11/2023

  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.

  I got a bill today saying that I owe for a toll violation but I have Smart Tag.The bill was received today and says that it's due last month and that additional fees would be owed if late.I didn't even mean to take this exit and had to take the first exit. This is a scam and I will give them a chance to fix this before taking it to the state level.

  Business Response

  Date: 08/16/2023

  Being an ez-pass customer they have v-tolling in place for their customers.  In order for this to work the customer has to make sure the ez-pass account is up to date with license plate number and funds available.  The account was not up to date at the time of travel.  Customer has now updated the account to reflect the correct license plate number.   Advised customer to reach out to the toll road for assistance.  Thank you for traveling Pocahontas Parkway!

  Customer Answer

  Date: 08/16/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ****************
  
  
  
  

• Initial Complaint

  Date:06/29/2023

  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 17 year old daughter received a toll violation notice from Pocahontas Parkway in ******** for a toll violation on 11/12/22. Pocahontas Parkway included a picture of a random vehicle and claimed DMV showed it was registered to her. My daughter and I went to DMV and confirmed that she has no vehicles registered in her name (nor has she ever, she's only been driving for about a year). Pocahontas says it needs proof from DMV but DMV has not yet responded to my request for a statement saying no such vehicle was registered to her. Meanwhile the lates notices from Pocahontas Parkway keep upping the fine. Pocahontas Parkway has also refused to show me proof from DMV that this vehicle we've never seen before is registered to her. I am concerned that Pocahontas Parkway may be scamming motorists by sending out random notices for vehicles that arent actually registered to them. The images are dark and poor quality so it would be easy for a motorist to assume it was their vehicle and pay the fine. I also noticed that the license plate number on their violation statement was different from the plate number in the actual picture. Definitely something fishy going on.

  Business Response

  Date: 07/05/2023

  Pocahontas Parkway doesn't not send out invoices for random vehicles.  We capture the license plate number of the vehicle coming thru without making payment.  We have a process that we go by before a notice is generated and sent.  Once we get the *** information back is when the notice is sent out.  Pocahontas can only go by what is sent to us by ***.  If a customer disputes a notice stating this is not their vehicle, we require written proof from ***. The violation photo and the *** information does match. The *** registration and the photo both come by back as a   Mazda CX-9.   Pocahontas Parkway cannot request *** information on be-half of the customer.  If a customer feels they have been sent an invoice in error research is done on our end.   The plate has been verified for correctness.

• Initial Complaint

  Date:03/13/2023

  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 being charged toll fees in Northern ********. I have no business that takes me there. The temporary tag number being used did belong to a vehicle I owned. The tag had expired and I discarded it. I do not or have not owned a vehicle that looks like the one in the picture provided to me. I have sent them my DMV file showing that I don't own a vehicle like the one in the picture. This tag could be a fake or possibly even stolen after I discarded it. This is not my responsibility to pay. I have explained this to them. They have turned the matter over to a collection agency after adding fees. This is extortion. I will not pay it.This is all over the license plate number ********* that I do not own or use. It is expired and was disposed of.The Notice ID is ******** and the Violation Number is *******. I also have one with the Notice ID of ******** and the same Violation Number.

  Business Response

  Date: 03/29/2023

  Customer was informed on 3 occasions we needed a letter from DMV stating the tag was not in his name on the day of the violation.. Pocahontas Parkway receives  vehicle  information  from DMV.  We are still waiting on the customer to send in the proof  from DMV.  Once we have that proof ,we  will get back to the customer.

• Initial Complaint

  Date:02/15/2023

  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.

  Something was wrong with my ezpass and I never noticed until months later because of personal issues and had domestic violence issues so I wasnt staying home. Some of my mail was also going to a neighbor who provide my mail very late. By the time I was able to get a hold of the letters it had already went to collections but Ive always had a ezpass account. Now Im owing almost $500 for $20 worth of tolls and there is nothing they are willing to do even though *** explained Im a single pregnant mother without work right now . Shame on them ! No help at all! Ive called countless times ! I also have a ezpass so Im not sure what or how this happened or ther then some how it wasnt working months later i call and call and they just tell me there is nothing they can do the lowest they can go is 380 for $20 tolls this is crazy

  Business Response

  Date: 02/16/2023

  Recently, a tag was reported as lost/stolen. There is a safety net for all  EZ-Pass customers in case your transponder doesn't read at the time of travel to prevent EZ-Pass customers from receiving  notices with fees. In order for the safety net to work the customer must maintain an up to date EZ-Pass account ( license plate must be listed along with money on your account)on the time of travel. This is also listed in the terms and conditions of your EZ-Pass.  As a result of your account not being up to date you are subject to fees.  You have 10 days to reach out to us if you notice a toll was deducted. Then you will only  pay the toll.

  Customer Answer

  Date: 02/16/2023

  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.
  
  I just marked my transponder, lost as of yesterday as it was misplaced with cleaning my car. This was not the case during these tolls and I did have money on my account, so Im not sure what happened and now the account has went to collections and I am owing administration fees, so this would not solve my issues. I tried to explain to the representative about what was going on, and the fact that I was in a major car accident and had a lot of personal issues going on. I was never charge do my easy pass account ever I was just told the tolls were not paid and months later they went to collections. Now for $20 worth of toes I am mowing near $400 and I am not working. I get cash assistance from welfare. I explain that to the people and they said theres nothing they can do to help me. Its very hard and frustrating that there is nothing they can do for people with hardships I explain to them I would not be able to pay $400 when I barely make enough to pay my bills but still they told me they could not go under $380. Im not sure what else to do because now Im assuming I will be able to renew my registration because of this. But because Im a single mother who is pregnant, who just came from being in a major car accident that led me to break my hip and jaw, and was unable to work for nearly 2 years. I cannot keep up with a bill like this Im not sure what are my options after I have gone to collections being that I have easy pass account and have had one for years before this.
  

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

  
  

• Initial Complaint

  Date:02/13/2023

  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.

  On 11/30/22 I went through a toll with my EzPass transponder (well mounted on the windshield, active and with funds). Couple of months later I received a toll violation notice from Pocahontas Pkwy saying I havent paid for that toll. They were not only charging me for the toll amount of $5.20 but also applying an abusive notice fee in the amount of $12.50 (thats almost 250% of the toll fee amount!!!). After making sure my transponder hasnt really been charged, I called Pocahontas to see if they were having any problems reading EzPass transponders but was informed that the charge just didnt go through bc my plate wasnt up to date with EzPass. I wasnt aware of that and since this was the very first time I had this problem I asked them to waive the notice fee as one time cortesy which they denied. On 01/31/23 I made the $17.70 payment but would like a refund for the notice fee amount. POCAHONTAS PKWY NOTICE ID ********

  Business Response

  Date: 02/14/2023

  There is a safety net for all  EZ-Pass customers in case your transponder doesn't read at the time of travel to prevent  EZ-Pass customers from receiving  notices with fees. In order for the safety net to work the customer must maintain an up to date EZ-Pass  account ( license plate must be listed along with money on your account)on the time of travel. This is also listed in the terms and conditions of your EZ-Pass.  As a result of your account not being up to date you are subject to fees.  You have 10 days to reach out to us if you notice a toll was deducted.  Then you will only  pay the toll.

  Customer Answer

  Date: 02/14/2023

  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.
  
  Their cameras/signal machines are clearly faulty. Unfortunately I have to admit that my plates info was not up to date for quite a while, yet I have even been through this same toll, but on express lane, several times with no problem. I only went through the booth at this time because I needed a receipt to take to my boss for reimbursement purposes. The lady told me they dont provide receipts and told me to proceed even though the light remained red. Can you check this whole interaction on your surveillance camera records? 
  
  Regards,
  
  *******************
  
  
  
  
  

• Initial Complaint

  Date:02/04/2023

  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.

  Regarding Violation #*******; Notice ID ******** I received a notice for the first time to pay a toll that I incurred while out of state. It said "second and final notice" but I never received the first one, so I wrote the Pocahantas Parkway to explain that I was happy to pay the $5.20 toll but believe the $30.20 fee had been charged in error. While I was unfamiliar with the area (being out of state), I had the ability to pay the toll at the time but did not think I was in the proper lane because I remember just being allowed to pass without being prompted to pay. There were people behind me and no attendants and I assumed I would be billed. I told them I had the impression that I could pay at a later date without penalty and that $30+ is an outrageous penalty for an unintentional violation incurred due to unclear instructions. As was disputing the penalty and not the toll itself, I asked for instructions on how to proceed paying just the toll without the fee. They wrote me back and sent pictures of their signs with print so fine that I would have gotten in an accident if I tried to read that while driving and others with a phone number I could call while I was driving - this is not an acceptable procedure to ask drivers to follow. I do not believe there were any "on screen prompts" so in a follow up email, I asked them to send me a picture of the credit card machine because I remember looking for prompts and instructions and not finding any...then a lever lifted and let me pass. I did not receive a response from my second email to Pocahantus Parkway, reiterating that I intended on paying but the process was not clear. I also said if you're going to lift the lever and let people pass without them doing anything, people are going to assume (as I did) that the system was broken - I suggested a button that says - "will pay later" or something to that effect, so people would know that they needed to follow up. These business practices are underhanded.

  Business Response

  Date: 02/14/2023

  All lanes are marked for the customers that we offer Cash/ Credit Card for 2 lanes both East and West. We also have 2 lanes - 1  East and 1 West that take only credit card.  We do not have levers/gates to be lifted to allow the customer through.  We do have staff on duty from 5:00 A.M to 11:00 P.M daily monitoring  the toll lanes remotely.  There is a call button for the customer use to receive assistance if a customer has any questions.   It is posted on each machine that if you are unable to pay to reach out to us before 10 day  grace ****** to allow all customer to pay just the toll our contact information (phone number & website) are provided in the same area on the machine.  We also have traffic lights in all  lanes to indicate if payment was successful.   if after the 10 grace ******, a customer doesn't reach out to us, the violation will continue through our enforcement process.  We send out the first notice once DMV information is received.  Our web site also explains how to contact us if you need assistance. The escalation of our notices/ fees is provided on our web site, as is the grace ****** we offer. 

  Customer Answer

  Date: 02/16/2023

  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.
  
  I have no idea why they are mentioning in their reply that they have lanes for credit card and cash the issue (as stated multiple times) is that I had the money and intention to pay,but it was not clear to me how to do that. I asked for a picture of the credit card machine to try to understand how I could have missed it.  They did not respond with that picture, and so Id still like to see it from the lane I was in since they have a picture or video of my car (or so they said), Id like for that to be shared with me as well.  There was no indication to me that their system was working, and I have been in situations in the past where garages who arent staffed (which this one was not in the lane that I was in) and are not working properly, let people go on their way without charge since inadequate instruction is not the problem of the public.  I thought I might have accidentally gotten in the ** pass lane bc I could not figure out how to pay.  They say they have staff monitoring the toll lanes remotely really?  Wheres the screen where you can see their face? One of the signs that they had up (according to the company) stated  No attendant for this reason, I dispute their statement suggesting that there was any staff on duty that was apparent to me (the driver).  There was only a sign that stated if we have questions, we can pull out a phone and call them while other cars are waiting behind us- are you kidding? I also did not see any such call button or traffic lights  obviously, since I suggested that they have something to the effect of a button to ensure they were communicating with the driver.  If they arent purposefully setting people up to fail, they should re-evaluate their communication system.  How many complaints have they had regarding 1. Improper notification 2. Failure to provide clear guidance? Actually, they dont have to answer that question its very clear from their 1.1 ****** review rating (37 responses). I have never been through a toll booth that I missed paying accidentally this sounds like swindling.and count the number of scam comments in their ****** reviews.  Id like for them to send a picture of the following from the lane that I was in: 1. Credit card machine including any on screen prompts 2. Call button 3. Traffic Lights
  Instead of a sign that says if you have questions with a phone number, they should state if you dont pay this toll right now, the next time you will hear from us is when we send you an invoice labeled second and final notice even though you never received any prior notices with a $30 fee due to the  grace ****** that passed in the interim.  If you dont pay the fee, we take you to court
  To this effect,I am asking the BBB to mediate a response to the following complaint- as I have told the toll company, I never received a first notice so I didnt think I should be charged the fee that had been added due to inadequate notification.If I had received the notification, I would have responded with payment of $5,the price of the toll I intended to pay at the time.  If they do not customarily bill people within a reasonable time for them to make a payment without additional fee, they should reconsider their system and model it to be consistent with other toll road charges (e.g. ******************* in **). ******************* hasnt been around for very long, but it does have a 3.5 ****** review rating.  Like others who have been billed by Pocahontas parkway so much later after the toll incident (I only remember there wasnt adequate instruction on how to pay the toll), I feel duped because Im going to pay their outrageous fee since the only alternative is that I have to fight this in court.  The best I can do is make this public so if I cant get them to change their business practices, maybe someone else can.  
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:01/12/2023

  Type:Product 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.

  My ezpass transponder was defective, and I found out after the fact. I received over $500 in toll violation that EZpass and Pocohontas Parkway are refusing to reverse. I was provided with a new transponder for my three vehicles.

  Business Response

  Date: 12/29/2022

  December 29, 2022
  

  Dear Sir or Madam:
  

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

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

  Thank you for bringing this to our attention. After further review, it is approved to reverse the v-toll fees that were applied to the customers account due to a malfunctioning transponder. The customers transponder was not reading and has been replaced. A credit in the amount of $141.00 was applied to the customers account on 12/29/2022. The customers account balance was insufficient on 5/5/22, 5/13/22, 5/23/2022, 6/9/22, and 6/15/2022. Per the customer service agreement, the account should be funded prior to traveling on the toll road. The customer made payments via the website, which states when making payments to an insufficient account balance it can take up to 24 hours to be available on ******** toll roads and 48 hours on out-of-state toll roads. The customer is responsible for keeping all vehicle information up to date and having funds available prior to traveling on the toll road. We do not process violations for all toll roads in ********, Pocahontas Parkway toll road happens to be one that we do not service. If the violations were due to the transponder not reading the customer can dispute violations directly with the Pocahontas Parkway.
  

  Kind Regards,
  

  ****** (1610)
  Customer Service Supervisor *********************************************************************** 24422
  Phone: ************
  Email: ****************************

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is terrible with communication and Im starting to believe they dont answer the phone on purpose. They never send notifications, the phone goes to voicemail and I never receive a call back. They took me to court for unpaid tolls months ago. I have been trying to reach them to figure out who do I pay the fees to. The receptionist answered once VERY rude and told me to contact the lawyer that handles things. I did and that office was VERY rude and disgusting. Now my fees are most likely piling on. Im new to this and this is confusing. This is such a scam.

  Business Response

  Date: 12/07/2022

  Customers have 10 days to reach out to Pocahontas Parkway to let us know they went thru a toll with out paying.  The trips you were invoiced for happen thru a Ez-Pass only lane, no EZ-PAss was detected in the vehicle.  When we didn't hear from you the 1st notice was sent giving  you 30 days to pay. After no payment received for the 1st notice, a 2nd notice was generated and sent giving you an additional 30 days to pay.  After non payment for the 2nd notice it it sent to our collection agency, ************************************* they will reach you to for  several months to pay. If no payment is received with ***, then it will be turned over to the ***************************** they also try to collect prior to being assigned a court date.  Once it goes to court you would need to reach out to the court to see if it still there, if not the court can give you the number of the office where it would be. When a customer calls in and all account reps are assisting other customers a voicemail will pick up so you can leave us a message and we will return your call. 

  Customer Answer

  Date: 12/07/2022

  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.
  
  I have been calling the courts and they refer me to Pochohontas Parkway. I have left so many messages with Pocohontas Parkway or I receive the voicemail and never receive a call. Lastly, I haven't received a notice from them since 2020. My address is updated so it's no reason why I shouldn't be receiving notifications. I can't get a resolution at all with this. 
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  Pochontas Parkway sent me a violation notice #******** that shows a violation on 9/27/2022 at 7:01 am ORT East Lane 5. My EZPass was successfully charged the appropriate toll at 4:45 am on the Westbound trip. I filed a dispute and was told they cannot proceed with a dispute due to the fact that ************* EZPass does not track when vehicles are added to the account. I provided Pocahontas Parkway with my September statement that shows successful tolling for my vehicle all month long. (We ***** the Parkway several times a day for swim and gymnastics). A fault with their tolling equipment is not a violation on my part.