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:06/03/2025

  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.

  Complaint Against WV Turnpike Association for Unresolved Toll Dispute and Lack of Response
  I am writing to formally file a complaint against the West Virginia Turnpike Association regarding a dispute over duplicate toll charges and their failure to respond as promised.
  
  On May 22, 2025, I emailed their customer service department *************************************) about Notice #*******, disputing toll charges I had already paid in cash during travel on January 2 and January 4, 2025. I also referenced a similar issue that occurred during travel on June 15, 2024. In both instances, we paid cash at the toll booths—three on the way in, and three on the way out—yet received Pay-By-Plate notices for tolls that had already been paid.
  
  Despite their stated policy that someone would respond within 24 business hours, as of June 3, 2025, I have received no acknowledgment or reply whatsoever.
  
  This is not only a poor reflection on their customer service but also raises serious concerns about the accuracy and integrity of their tolling system. If customers who pay cash can still be billed afterward, and then receive no response when disputing those charges, the process feels both dishonest and exploitative.
  
  While the amount in question is only $13.25, I’m concerned about how many other travelers may be facing similar duplicate billing. Even a small error rate multiplied by thousands of travelers could amount to a significant and unethical profit.
  
  I have attempted to resolve this directly and professionally, but the continued silence and inaction from the WV Turnpike Association have left me no other choice but to escalate this matter.
  
  I am requesting:
  
  A full review and correction of Notice #*******
  
  Written assurance that my account has been cleared of these charges
  
  An explanation of how this issue will be prevented for others in the future

  Business Response

  Date: 06/04/2025

  I have responded to this customer. I responded on 6/3/25. Here is my response.  Dear ******
  Thank you for your email. I appreciate you reaching out and want to address your concerns directly.
  First, I want to assure you that we are actively working with our IT team and phone system integrators to resolve the issue of our number displaying as “Unknown” and appearing to originate from Alabama. We understand how confusing this can be and are committed to resolving it promptly.
  There are several ways to pay tolls on the West Virginia Turnpike:
  Cash (you may request a receipt at the time of payment)
  Credit card at the toll booth (charges will appear on your statement)
  E-ZPass account through West Virginia or North Carolina, which offers online access to your toll transactions
  Pay-By-Plate account, which also allows you to view transactions online
  If you choose to open an E-ZPass account, your tolls are processed electronically through a transponder. To ensure smooth operation, please keep your transponder mounted correctly, make sure your vehicle and license plate information is up to date, and renew your plan annually. You will also have full online access to manage your account.
  While we strive to ensure tolling accuracy, I cannot guarantee that errors will never occur. For example, a toll collector could accidentally press an incorrect button during a cash transaction, or a lane may experience a technical issue. However, if you have an account, you’ll be able to track all your toll transactions easily, which can help resolve any discrepancies more efficiently.
  Lastly, I want to confirm that Notice #******* has been successfully disputed and dismissed. Please be assured that we handle similar issues for all customers in the same manner.

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:

  
  

   Complaint ID ********
  I have reviewed the response made by the business and, while they have resolved my specific issue by “writing it off,” I remain deeply concerned about how many other customers have likely been affected and may not even realize it.
  When I initially contacted the WV Parkways Authority, I was told there was nothing they could do without a receipt. Only after I sent them a copy of my formal complaint did they respond and acknowledge that there is, in fact, a known issue. That alone is troubling.
  Considering that approximately 95,000 vehicles pass through these toll booths daily, this ongoing issue—reported for over a year—has the potential to impact thousands of people. If even 10% of travelers were double charged, that would result in over 3.4 million dollars in excess toll collections. That is unacceptable.
  While I consider my complaint resolved, I believe the business should be required to investigate and issue restitution to all customers who were double charged, not just those who catch the error and file a formal complaint. Otherwise, they are benefiting from their own mistake at the expense of the public.
  If proactive steps are not taken, I believe media involvement may be necessary to ensure full transparency and accountability.
  

  
  

  Regards,

  
  

  ***** ******

• Initial Complaint

  Date:05/01/2025

  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.

  Complaint Summary:
  Unfair toll violation charge of $10.75 for a $0.75 toll at Beckley ramp with no toll booth or posted signage.
  
  I received a $10.75 toll violation notice at the Beckley ramp on the WV Turnpike. The base toll was $0.75, but a $10 administrative fee was added, despite the fact that there was no toll booth, signage, or posted notice of any current toll requirement at that location.
  
  As a driver unfamiliar with this ramp, I had no way to know that a toll was expected or that there was a need to proactively pay it online. This practice feels deceptive, especially considering the high penalty compared to the original toll amount.
  
  When I attempted to contact the WV Parkways Authority by phone to dispute this charge, I experienced over an hour-long wait time and no way to submit an online dispute directly.
  
  Desired Outcome:
  - Waive the $10 administrative fee
  - Improve toll signage at the Beckley ramp for clarity
  - Offer a more accessible dispute process for travelers who were unaware of these "invisible" tolls
  
  Thank you for your help in resolving this.

  Business Response

  Date: 05/01/2025

  The $10.00 fee has been waived. The customer can call our office to pay the toll or can go online to pay the toll. Our phone wait times are less that 2 min at this time.

• Initial Complaint

  Date:02/20/2025

  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.

  Me and my wife went to Pennsylvania for Christmas. We went down north Beckley ramp -2. And at that ramp, there was nobody in the tollbooth. There was nowhere to pay. The toll never been on that road before and it said keep moving we will bill you so I kept moving then I get a bill for $10.75 when it was only $.75 to travel down that road, I’ve always paid my tolls but not when there’s nobody there and it says keep moving we will bill you so what’s the deal? They want you to call customer service and when you do, there is a minimum of 1-1/2 wait time To talk to someone some people have to work for a living. They cannot wait that long. No. I owe y’all $.75 and will gladly pay it. You can tell by the picture that y’all sent me that there is no tollbooth there. There’s just some cameras and a sign that says keep moving.

  Business Response

  Date: 02/20/2025

  This notice was paid at 9:02am this morning 2/20/2025. The $10.00 notice fee was waived. Customer paid toll only at $0.75.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ***** *******

• Initial Complaint

  Date:02/18/2025

  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 received a letter from West Virginia Parkways Authority saying I went through a toll without paying, the dates are correct of my drive through West Virginia and the photo is my vehicle but I paid EVERY single toll fee along my drive through the state TOTALING OVER $24+ PAID IN CASH. The Photo is only a picture of the back of my truck driving and does not show my car blowing through a toll booth not paying. I sent an email back on January 7th disputing it and asking if it was a scam letter since I did NOT skip any tolls and NEVER received a response. I now get a letter this month with an additional charge applied since I didn't pay it originally and there's a note "this violation may be contested" which I did but never heard back! The Lane they even said I drove through has a arm so I would have to have driven through it breaking it by not paying! The phone on the letter to call doesn't even work. Either you sent the letter to the wrong vehicle or WVPA is preying on innocent travelers passing through the state to make an extra buck.

  Business Response

  Date: 03/03/2025

  This notice ******* has been dismissed. We do not have arms that lift up on the WV Turnpike. We have lights that turn green.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:

  
  

  Thank you for replying, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ***** *******

• Initial Complaint

  Date:02/18/2025

  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.

  DO NOT CROSS THE PARKERSBURG, WV, BRIDGE!
  I have an EZ pass and I have crossed this bridge many times and I have been charged accordingly through EZ pass. This month WV Parkways Authority charged me $14.25 to cross the bridge. I use my EZ pass up and down the Eastern coast several times annually and have never had an issue. I have had an EZ pass for about 15 years without issues.
  The cost to cross is $4.25. The extra $10 cost was to mail me a bill. They are a scam organization and have been from the beginning.
  My parents had a similar issue. They do not answer the phone when you try to call to resolve issues. They charged my parents and extra $20 stating that they did not pay the first bill, when they did not receive a first bill. It took me months to help Mom and Dad get an account setup. The online system does not work either and they do not pick up their phones.
  I am currently on hold with them again waiting for a 1-hour pickup time. My previous experience is that they hang up on you when you finally get them on the phone. Your only option is to avoid crossing this bridge. I have many relatives with horrible stories about this bridge company ripping them off. Most just avoid the bridge. I have cross with bridge many times with my valid EZ control unit in my window. What a rip off company! They are listed as governmental organization, but I view them as a crime group waiting to charge triple the posted charge to anyone who crosses their bridge.
  I am still on hold and the hold time appears to be going up, not down. I am going to stay on the phone all day, again, and see if they hang up on me again, since this is their standard behavior to make you hold forever and then hang up. I pray someone will handle the mistreatment this organization has placed on our community soon. My only recourse is to pay this exorbitant bill and never cross the bridge again! Please help!

  Business Response

  Date: 03/03/2025

  The WV Parkways Authority does not handle the Parkersburg Bridge. The charge you are referring to happened on the WV Turnpike. I will have someone reach out to this customer.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ****** *********

• Initial Complaint

  Date:02/11/2025

  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 have an EZ Pass for Turnpike toll payment. On 12/14/2024 I was traveling on the WV Turnpike and the EZ Pass reader failed to read my EZ Pass on the second booth (Pax) I went through. I have received a "bill" for that toll
  I have attempted contacting the Parkways Authority via Email and phone. On the phone I receive a message that instructs me to press 1 and receive a callback. I have not received a callback in 3 days. If I attempt to "Hold", I am placed in que and told that the wait time is in excess of 100 minutes.
  I have tried contacting the Authority directly at ************ and am told "Your call did not go through, try later."
  Disgusted that I cannot make contact!

  Business Response

  Date: 02/11/2025

  Hello,

  This notice has been dismissed. Notice ******* has been dismissed.

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ***** *****

• Initial Complaint

  Date:02/11/2025

  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 tried to contact to EZ Pass West Virginia a few times and every time I was on hold for more than an hour and at the time I got connected to service representative they could not here me or drop the phone right away. I tried to use different phones and results is the same. I spent huge amount of time on it without any luck.
  
  The details of my problem is below:
  
  I got a NOTICE ******* from you. I Have OHIO EZ pass account ****** and transaction history shows that that was paid for ********* at 11/27/2024.
  Also, the pass through Chelyan costs $4.25 but they are trying to charge $14.25. I checked the history dipper and found that are are already charged me earlier for $12.33 and $6.75 on WV plasas.
  
  I, also, noticed that NOTICE ******* shows license plate *******, but my license plate is ******* (O instead of 0).

  Business Response

  Date: 02/11/2025

  Hello,

  This notice ******* has been dismissed.

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ******* *******

• Initial Complaint

  Date:02/11/2025

  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 have a transponder with the agency. They are trying to bill me individually for a toll instead of using my account (the other two tolls from that day were recorded to my transponder). They are also threatening me with prosecution and submission to collections. Calling them only leads to wait times over 1.5 hours. I have emailed them and they have not responded. They have since penalized me more. It is a bogus charge that they should already know such, they make it impossible to contact them, and threatening me to extort money in this manner should be illegal.

  Business Response

  Date: 02/11/2025

  Hello,

  This issue was resolved on 2/8/2025 by the notice being dismissed.

  Customer Answer

  Date: 02/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ******* *********

• Initial Complaint

  Date:01/21/2025

  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 received a "Notice of Toll Due" in the mail dated 1/3/2025 for toll violation on 10/24/2024. The vehicle in question has plates registered to my ex-husband so I am unclear as to why the notice was issued to me. The WVA Transportation Authority has a website which outlines an appeal process. There is no form to complete. It directs you to a phone number. I have had 3 conversations with customer service on1/14/2025, 1/16/2025 and 1/21/2025. I have also sent to emails. A supervisor has reviewed the information I sent which was a notarized statement from my employer which attests to the fact that I was working in Ohio at the date and time of the toll violation. I also sent Ohio BVM records which support that the plates are in his name. The responsibility of this violation rest solely with him and I believe that the documents I sent support this claim. I was told that I can pursue this civilly with him.

  Business Response

  Date: 01/21/2025

  The notice of Toll Due ******* has been dismissed.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ****** ****

• Initial Complaint

  Date:01/21/2025

  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.

  ** tollbooths has been over charging my account for many months now! I have a commercial ez pass and I’m post to be charge 2.73 per tolls and I have charges ranging from $5 $6 $11 $13$15 which I complained once before over and they called me back and she said she went through and credited me all the money their system stole from me which was almost $400 just to see it’s still scamming me and still taking more than they claim to be doing which they said their system isn’t even calibrated correctly and let they think they can ripped off companies like this and get away with it and even complain about how they’re increasing the amount they’re charging. Or is it just commercial accounts they are scamming cause they know companies wouldn’t bat an eye to pay those bills off but me I have to pay up front then chase my money with my company to get that back and this is getting ridiculous that they are getting away with this to people

  Business Response

  Date: 03/18/2025

  We have reached out to this customer by email. The van customer is driving is over height. The correct charge for this van type is $5.60. The charges that were adjusted beg=fore really should not have been adjusted. We explained this in an email to the customer.