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:05/19/2023

  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 have been fraudulently charged toll fees in WV. On 3/23/23! My vehicle was never in the area that your claiming! This is a scam and I do not intend on paying you 78.50. Why are you trying to take my money! I'm broke! Please fix this Asap and let me know it is fixed. I live i Charlotte NC. I don't go to West Virginia for anything!

  Business Response

  Date: 05/22/2023

  Payment for this notice was received on May 9, 2023.  The notice is now closed in our system. 

• Initial Complaint

  Date:05/15/2023

  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 am from Kentucky. My spouse and I drove through West Virginia in April 2023. We were told that they couldn’t take a card at the toll booth, but they could mail us the bill. We agreed.
  I just received a bill today, and they charged us the initial balance due (12.75) plus a processing charge of 10.00, and a 90.00 fee for a failure to pay the toll.
  I am very upset, because I have not received a paper notice before today.
  There was also no notification that I might be fined if I couldn’t pay cash at the toll booth. We even offered to turn around and go to the ATM, and they declined our offer and said they would just mail the bill.
  I would be glad to pay the 12.75 toll, but there is no way that I am paying a 90.00 fee for failure to pay, and honestly….I don’t think we should have to pay the 10.00 processing fee either, because we were not informed about the additional cost.
  I need help, because this letter says that failure to pay could result in a misdemeanor, but I most certainly don’t owe this money. They are trying to rip me off, and even worse, trying to coerce me into paying a fine I don’t owe to avoid going to jail for a crime I didn’t commit.
  This is upsetting, and makes me hesitate to drive through Virginia when I visit friends in North Carolina. I might spend the extra 30 minutes or an hour to go through Tennessee.
  Thanks in advance for your help. **** ***** ************ **** ****** **** ********** ** *****

  Business Response

  Date: 05/18/2023

  Customer contacted our Customer Service Center on May 15.  Payment for notice was received and notice is closed. 

• Initial Complaint

  Date:05/15/2023

  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 letter from "West Virginia Parkways Authority" accusing me of having failed to pay a toll on 26 March 2023 at 04:56:26. The balance consists of $4.25 for the alleged toll and a $30 "administrative fee".
  
  I, nor my car, nor the one other licensed driver has ever set one foot in the state of West Virginia. And we certainly did not in the wee hours of a Sunday morning. Looking online, it seems that this is a common occurrence by the West Virginia Parkways Authority, a contractor. This is what we get when we farm out government responsibilities to private industry. This company needs to be dissolved and the functioning of collecting tolls placed back in the hands of the government of West Virginia.
  
  I want:
  1. My driving record immediately cleared.
  2. A written apology.
  3. A plan of how they intent on keeping this from happening again to me and to other drivers.

  Business Response

  Date: 05/18/2023

  On 05/12/23 Received dispute message through email regarding violation notice.  On 05/13/23 the transactions associated with the Notice were reviewed.  Confirmed that the complainant received the notice in error and disputed and closed the notice. Complainant was notified that the Notice was disputed and closed and advised to disregard the notice that was received.  Complainant's driving record was never marked. 

• Initial Complaint

  Date:03/07/2023

  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 3 toll violations from West Virginia Parkways Authority. Notice ****** in amount $120.25. License plate is ****** ******a. I have not been to West Virginia since 1994. My license plate, which matches that, is still on my car located in *********** *******. I called to tell them to provide picture of car and plate, they have refused. They refused to address what is an obvious error.

  Business Response

  Date: 03/10/2023

  Customer contacted our office to dispute Notice ****** on 02/06/23.  The signed invoice was located and attempts have been made to contact the customer to resolve the dispute.  Our office has been unsuccessful numerous times in attempting to contact the customer at the phone number provided to resolve the dispute.  The customer has been left detailed voice mail messages regarding the dispute and asked to return our call to our Customer Service Center at 1-800-206-6222 between 8:00 - 4:30 PM EST Monday through Friday. 

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service 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.

  My husband received a physical letter through ****, an Unpaid Toll Violation Notice dated 1/20/23 claiming to be from West Virginia Parkways Authority Customer Service Center. It claims that on 12/05/2022 a violation occurred at Plaza/Lane Chelyan/7 at 7:12:02 AM and attempted to collect a total of $44.25 in fines and fees. It also indicates Violation Number ******* and Serial Number ************** and lists the license plate as ***** registered in the state of Nevada. Further, it claims that this must be paid within 30 days of issuance and threatens "additional fees, collections &/or legal action."
  
  This is categorically false! The license plate in question *** *****) is registered to me; my husband's name does not appear on the registration. Furthermore, the plates are on my car, in my garage here in NV and have NEVER been used in any state further east than Montana. Additionally, neither of us have travelled in W. Virginia in recent history.
  
  I note that there was no supporting documentation, such as a camera image, included with this notice. I have received these with legitimate violations in other states when I've inadvertently erred. I also note that I'm not the only person from states other than W. Virginia to have received such a fraudulent attempt to collect money.
  
  I seek someone to look into this situation. I don't expect to pay this fine since there's no possible way it is legitimate, but I would appreciate confirmation that it's been investigated and my name and that of my husband are cleared.
  
  Thank you.

  Business Response

  Date: 02/09/2023

  The transaction in question was reviewed and it was determined that the state was processed incorrectly by personnel.  NV was processed but it should have been NC.  Notice ****** has been disputed and closed in our system.  Recipient of the Notice is not responsible for the violation. 

  Customer Answer

  Date: 02/10/2023

  [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:12/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from WVPA on 12/24/22 regarding an unpaid toll on 11/12/22, toll and fees total $78.50. But I live in Michigan and was never in WV, I called the custmer help line several times, but was put on hold for very long time, can never get through a live person. wrote emails, no response either. How can this happen? I need someone there to review the video, and provide a response. and dismiss this toll.

  Business Response

  Date: 12/29/2022

  This customer contacted our office via email on 12/27/22.  The customer was sent a response on 12/27/22 that the violations would be reviewed and once the review was complete he would be contacted to resolve the issue.  Customer was asked to allow 72 hours to complete the review.  Customer was contacted  on 12/29/22 to get confirmation that the signature on the unpaid toll invoice did not belong to him or anyone he knew.  Customer responded that the signature was not his and he did not recognize the person.  Our office then made the decision to dismiss the violation and close the notice.  The customer was informed of this decision and advised to disregard the notice he received. 

• Initial Complaint

  Date:11/29/2022

  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.

  On 11/04/2022 I traveled southbound on the West Virginia Turnpike. At Pax, and Chelyan I was correctly charged 4.25 for the toll. At Ghent South I was charged 6.75. There is no indication on my statement of any reason. On the return trip I was charged 4.25 at all toll booths. My transponder number is ***********, the lane was 04, and the time was: 2022-11-04 16:09:47 (from statement).

  Business Response

  Date: 11/29/2022

  The transaction in question has been reviewed and it was determined that the vehicle followed a tractor-trailer toll closely through the toll lane.  The toll system failed to detect payment from the tractor-trailer.  The tractor-trailer had not fully exited the lane when the toll system read the customer's transponder and this resulted in the overcharge. Our office has initiated a dispute through New Hampshire E-ZPass on the customer's behalf and a credit of $2.50 will be issued back to the customer's E-ZPass account. 
  

  Customer Answer

  Date: 12/01/2022

  [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.  Thank you for your quick and caring service.

  
  

  Regards,

  
  

  **** *****

• Initial Complaint

  Date:11/15/2022

  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.

  Approximately 11 months ago I received a letter from WVPA notifying me that I had failed to pay three tolls for a total of $19.50, plus admim & misc. fees brought the total due to $119.50. However, I have never been to West Virginia and was certainly not in the State on the dates of the violation. The plate number provided is for a collector car that rarely leaves my garage in Wisconsin.
  
  I used their website Customer Service page to dispute the charges and explain that I was not in their State on the date of the violations, nor was the vehicle in question. I have just received another notice of violation for the same dates as the original notice. This is either a scam being perpetuated by unlawful citizens duplicating plate numbers or by the State of West Virginia.

  Business Response

  Date: 11/16/2022

  This customer has contacted our office regarding the notice that was received.  The violation was reviewed by a representative and determined that the caller received the notice in error.  Our office dismissed and closed the notice in our system resolving the issue. 

  Customer Answer

  Date: 11/17/2022

  [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,

  
  

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