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:09/15/2023

  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.

  I received a bill in the mail from the West Virginia Parkways Authority in the amount of $78.50 stating that I had gone through a toll area 2 times on 6/27/2023. I live in Michigan and have never been to West Virginia. I called the phone number listed and explained that I was divorced a year ago and both my x-wife and I were on the registration and that the car was awarded to her by the judge. She was ordered in the Divorce to remove me from the registration, but never did. I supplied a copy of our divorce papers to the Parkways Authority along with email communications between myself and my attorney proving that I do not have the car in question. I also supplied the full name of my x-wife boyfriend who had signed the slip and provided their address. The person I spoke with was very nice and understanding, however his supervisor did nothing to resolve this. I have since asked the same person to escalate this and I have clearly proven I am not possession of this car and myself, I have never been to West Virginia. Her name is on the registration as well which I fail to understand why they have not sent her the bill.

  Business Response

  Date: 09/18/2023

  We have received all of the information from MR. *******. We have changed the Liability and re sent a new notice to the proper person.

• Initial Complaint

  Date:09/11/2023

  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.

  On 7.16.2023 I stopped at the West Virginia Turnpike Barrier C Lane 2. I attempted to pay the $4.25 toll using apply pay or debit card since I had no cash in my vehicle. I was informed that it was cash only which resulted in an "unpaid toll invoice" of $9.25. There is no way to get off the turnpike or turn around at that point. Nor was there any notification prior to that point that there were tolls ahead, and that were cash only. Otherwise, I would have stopped to get cash. I am glad to pay the $4.25 toll but will not pay the extra fees and administrative fines simply because WV cannot install a card reader system in the year 2023 like the rest of the world.

  Business Response

  Date: 09/11/2023

  I called and left customer a voice mail. I explained that if this is the first time she received an unpaid toll slip on our Turnpike the $5.00 fee will be waived. I explained that the customer can log into the website or call our customer service center at ************* to pay the toll. Our hours are Monday-Friday 8:00am to 4:30pm. 

• Initial Complaint

  Date:08/31/2023

  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.

  On 4/27/23 I traveled Northbound on the W. Va. Turnpike and my quick pass account was accurately charged. On 4/29/23 I traveled southbound and the turnpike authority failed to charge my account (even though the same transponder was used) and then later sent me a violation notice demanding payment of over $100. (notice number ******) I contacted the customer service? dept. and had to jump through many hoops and submitted the documents requested. I heard nothing from them until this week when they informed me they had rejected my dispute for not providing the information requested.
  When I attempted to resend the info the email address blocked my attempt!!!! I then forwarded that email and other emails to the customerservice? center email address. I am not confident they are competent enough to figure this out, or even will read it, so I am making this complaint.

  Business Response

  Date: 09/01/2023

  Customer sent in proper documentation. The customer has been contacted and customer paid toll only on the violation.

• Initial Complaint

  Date:08/31/2023

  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 got a toll charge in the mail for violation ******* for May9,2023 at 6:08 am for a total amount due 50.75. I know I put my money in the toll that day and I don’t feel I should pay a violation that I never made.

  Business Response

  Date: 08/31/2023

  Good afternoon, this customer was sent an email 8/30/23. We explained that we pulled documentation that shows he paid $0.50. The toll is $0.75. We offered him to pay the $0.25 cent difference and the $10.00 notice fee. A total of $10.25. Thank you.

• Initial Complaint

  Date:08/28/2023

  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 statement today 8-23-2023 saying I owed wv Parkways authority 24.00$. I called customer service to see what the charge was for. Talked to Tori she couldn't find anything on account. She said she would have her supervisor to call.I told Tori I closed out account in 2014. Talked to supervisor a couple hours later. She said the charge was for the transponder.I told her I turned it in 2014 at the toll booth. She said they didn't receive it and I needed to turn it in or pay the 24.00$. I asked her why it took 9 years to contact me . She said they had sent letters before but this was the first one I received. I said I didn't have it and wasn't going to pay for her to do what she had to do, then she hung up on me.

  Business Response

  Date: 08/28/2023

  We called customer back. We were having phone some issues. The account has been closed and customer did not have to pay the $24.00.

• Initial Complaint

  Date:08/14/2023

  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 just received a toll bill from West Virginia Parkways Authority. I have not been to W. Virginia nor has my car. This is a scam processed by whoever is running this toll area. I will not pay this fictitious bill sent to me. They need to fix whatever system is making these mistakes. Error was a bill went for $78.50 for running toll twice within 25minutes.

  Business Response

  Date: 08/24/2023

  This violation Notice had been disputed. Customer called into the customer service center. A customer service rep took care of the issue for the customer.

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the 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 spoke to Brian on 8/14/23, he pulled my Ticket ******* & said he would call me.  He also said that they sometimes make mistakes when entering their information in the system. I have yet to hear back from Brian. I will be calling them again as soon as I post this response  to you.
  
  
  
  Regards,
  
  
  
  Barbara ******

• Initial Complaint

  Date:07/24/2023

  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.

  Received a notice in the mail for an unpaid toll violation. The incident is listed as occurring on 6/9/2023. However, I was certainly not in your state on that date - in fact I don’t think I’ve EVER visited W. Virginia.
  
  I’d appreciate if the tag number in question could be reviewed, as I’m confident there was an error.

  Business Response

  Date: 07/26/2023

  This violation notice has been disputed. I have attached a dispute request accepted letter to this response. 

• Initial Complaint

  Date:07/17/2023

  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 letter in the mail, saying I owe them money for not paying at a toll booth.
  I have not been out of the state of Ohio for the last few years. I also have witnesses that can testify to that. I do not know where they got the plate number. I do not know where they got any of this information at. it is totally wrong. Please help get this resolved thank you.

  Business Response

  Date: 07/18/2023

  This was an unpaid toll slip received on the WV Turnpike. I have pulled the slip. I have disputed this notice due to the plate information not being clear. Toll collectors write the information down. It was human error. Again, this Unpaid Toll Notice has been disputed. Thank you.

• Initial Complaint

  Date:06/28/2023

  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.

  My name is Marisa ****** I received by mail on June 27, 2023 a Unpaid Toll Violation Notice from the West Virginia Parkways for 3 violations for a total of $142.75. Notice No******* issue on 06/21/2023. It happens I do not have a car for the last 5 years, I have not been in West Virginia in the last 10 years, the plate number in the Notice, #****** has never been mine in Florida. On May 2, 2023, date of the "violation" I did not have any car under my name.
  
  How can I solve this situation? This is a mistake.

  Business Response

  Date: 06/28/2023

  The transaction for the violation has been reviewed.  It appears that the plate number may have been processed with one incorrect digit resulting in the Notice being sent to the wrong person/address.  Our office has disputed and closed the notice that the customer received. 

• Initial Complaint

  Date:06/23/2023

  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.

  On 3/31 My bf Tim ****** and I were traveling to Beckley WV from Charleston WV to have his car repaired at a body shop. I was traveling in my parents car-plate# ****** and he was traveling in his car, plate# ******** Both vehicles had to go through the tolls because we didn’t have cash available and I couldn’t pay with my debit card. I shouldve owed $17 each vehicle for missed tolls. I went to the WV Parkways Authority in person on 4/03/23 and paid for my parents missed tolls the $17 and purchased an IPass for their car, paid additional $39.25 for the IPass. I have proof of the payments on 4/3/24 showing the charges to my bank. I also asked to pay the missed tolls for Tim’s car, IL plate# ******* the same day, I wanted to pay his missed tolls. The lady said she didn’t have any missed tolls for his plate in the system and therefore we couldn’t pay the tolls. She said looks like you got a Free pass. Now I get a bill for $142 total for $17 in missed tolls because they added a bunch of admin fees that I shouldn’t have to pay cause I came down to the business in person on 4/3 and tried to pay, only to be told I couldn’t pay what was not in their system. Now I’ve asked them to remove the$125 excess fees so I could pay the $17 I owe and they will not do that and expect me to pay $142. This is horrible to treat people like this especially when I tried to pay them right away on 4/3/23. Please help get this resolved so I can pay what I owe, $17. Thank you

  Business Response

  Date: 06/26/2023

  Vehicle was driven down a dedicated "E-ZPass Only" lane and did not have an E-ZPass.  Customer should have traveled through a staffed lane and requested an unpaid toll invoice to make payment at a later time.  Our office is unable to process payment for violations until an automated DMV Review is completed and a notice is generated and mailed.  The original notice was mailed on 04/19/23.  Customer was advised we would waive the final notice fee and reduce the original notice by half if paid within 30 days.  

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the 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 am not paying an additional $125 in fees when I came down to the WV parkway Authority in person on 4/3/23 to pay the money I owed for the missed tolls. You accepted the payment of $17 for my parents car which missed the exact same tolls and those were paid on 4/3/23 and the only reason the tolls for this vehicle have t been paid is because you said there weren’t any fees in the Computer to pay for that vehicle. 

  
  
  
  Regards,
  
  
  
  Katie ******