ComplaintsforITR Concession Co. LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Incident date: 5/28:24 As I was approaching the toll the arm of the gate was stuck in the upper position. As I was passing through the toll the arm of the gate came down on my car causing damage. I submitted a claim immediately. My damage claim was denied by Claims Mgr. *********************. ITRCC is clearly at fault for causing car damages.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 8/16/2023 at 08:27:25 I was charged $50.39 for tolls as we exited Lane 102 of the Indiana Toll Road at the ***************. We entered at the **********/Chesterton Plaza so the charge should have only been $9.70. Our transponder number is *****. Our vehicle is a ****** Rav4 and we were not towing anything. We communicated this error many times with the customer service department of the Indiana Toll Road but they have deflected us to RiverLink since we were using their EZ Pass. ********* also denied the dispute until it was flagged by their review department. They agreed that the toll was incorrect and initiated contact with the Indiana Toll Road, but now the Indiana Toll Road has denied the toll dispute because it has taken too long. This is beyond ridiculous as I initiated the toll dispute on 8/20/2023 after I recognized that we were obviously overcharged.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On September 28th 2023 I drove through Indiana on my way from ********, through ******** and then into Indiana. I paid **** for my toll and called it a day. On October 1st 2023 I drove back home and stopped at a toll with a closed down cash booth and gave the woman in the booth my card. She ran it and when I got home I noticed that I had been charged 12 dollars. Seeing as this could not be accurate, I called and let the toll company know of the issue and they said they would look into it and get back to me since it was likely the teller it a 1 on accident. Today October 3rd I check my account and have individual charges of *****, *****, *****, and *****. When I NEVER gave my card information to anyone or approved that information being stored. How is it that I call to get money back and gave nearly 150 dollars taken from my debit card?

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Indiana toll road is the worst run business in the country. Currently - as of morning of 2/24/2023 ************ exit, ********** exit, and ********* exit are all non-operable. This is a regular occurrence as well as gates not working. I have been traveling and had all gates non-working and nobody answers the phone when you press the help button. Traffic has backed out to the toll road itself. This has happened multiple times. Middlebury has not been repaired properly for over a year now. It took ITR 7 months just to put a temporary booth and operator to manually scan passes. Its a complete shame for those of us that need to use the toll road for a daily commute because it is horrific. Travel out of the state to anywhere else and the toll road operates flawlessly. I'm also going to reach out to my state representatives because this is

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is an abbreviated statement of the many very poor transactions that this organization delivers to customers. In summary, in August 2022, **** attempted to charge my account, IN ADVANCE, because I had made one emergency trip to **. I disputed their right to so charge my account. That resulted in **** charging me another $25.00 to punish. I called them and terminated my account with the transponder. I asked the amount due to them simply to get away from an inefficient, lying, and deceptive business. They told me I owed them $70.00 at that time. Again, to be rid of these disorganized people, I advised them that I was paying the $70.00 in full by way of my **** card ($48.92) and by a personal check ($21.08). They told me to mail the check to their *******, ** offices and I did that on August 18. I was also advised by my company, *********** that they DID pay the **** $48.92. I never heard back from the dishonest & disorganized staff of ****. On October 12, 2022, we noticed that the **** did NOT cash our personal check of TWO months ago. I therefore called and spoke to a supervisor who insisted that I owed them $70.00. I asked her to investigate WHY they did not cash the check and why they do not show the payment that my credit card bill indicates was delivered to them. She did not know and suggested that maybe I did not have my account number on the check. I asked why they could not use my printed name and address on the check (I was not certain if I included the account number or not). She was going to investigate. I also asked WHY **** did not call me back if they were not paid the $70.00. She stated that they are short staffed and cannot call delinquent accounts. I wondered if they had time to report me to the CREDIT BUREAU? I wondered if they had staff who knew how to cash my $21.08 check and properly post my $48.92 **** payment? So **** has successfully cheated me of $70.00 we THINK: THEY CANT FIND IT!! Unprofessional, disorganized, incompetent.

  Business response

  10/13/2022

  On 7/17/2022, the customers account balance was at $4.50,at which time his primary form of payment was charged the replenishment amount of ***** in accordance with the agreed upon **ZPass terms and conditions.
  
  Between 8/5/2022 and 8/14/2022 the customer travelled using the **ZPass transponder between Indiana and points east, charging a total amount of $49.50.  During that time period, the customer reversed the replenishment amount from his primary form of payment,even though toll amounts were already charged. 
  
  As a result, a $25.00 rejected payment fee was added to the charges, again in accordance with the signed and agreed-to terms and conditions of the customers **ZPass account thus bringing the amount owed to $70.00.
  
  The customer has reached out four times to our customer service department, and each time has been told very respectfully that the charges were in line with his agreement, and that his balance was negative $70.00.
  
  All terms and conditions have been adhered to by ITRCC, considering the initial charge was reversed by the customer even after toll charges were compiled, and that no check has ever been received nor cashed.

  Customer response

  10/14/2022

   I am rejecting this response because:
  As of 10/13/22, this business is lying & very disorganized in operations. We agree that they have successfully cheated me on $70.00, but while my Bank & ************ state that these people have been paid that exact amount, ITRC cannot find the payments. So they continue to lie and/or are simply incompetent to do their jobs. Notice that they do not address the facts I reported in my complaints. While ********** records show that ITRC received my payment, ITRC  continues to be so disorganized and incompetent that they cannot find payments that are in their own bank. I am unclear as to what more I can do to deal with such an inept company. They admit on the phone that they do not have the staff to do the jobs there &they say they are still searching to find my payments. I am now doubting that they are even able to do that properly. If paying customers have problems with ITRC, they cannot expect any organized assistance or cooperation as they seem not capable to investigate even within their own organization. I will continue to contact these people in efforts to have them find payments I have alt made to yhem so that there is no question my honesty in even dealing eith a very poorly organized Company. 
  
  

  Business response

  10/17/2022

  Respectfully, all transactions are categorized in a highly organized and digital manner.  Attached is a detailed listing of each transaction in question and how each was tabulated into the $70.00 amount due.  As stated, a payment was made via a credit card, tolls were charged, the credit card payment was reversed by the customer causing a negative balance, and a fee was applied per the agreed upon terms and conditions. 

  Customer response

  10/20/2022

  I am rejecting this response because: it is partially TRUE and omits the remaining facts that occurred in this matter. Yes, they can produce a piece of paper to show their INCOMPLETE records. However, lying or cheating the customers by deception, INCOMPLETE WORK AND RECORDS or otherwise is not appropriate. In my prior submission, I explained how they cheated me by saying one thing om the phone to me and then electing to fine me an extra $25.00 instead. Still, I have been and am seeking to be honest with a seemingly very dishonest and/or incompetent organization.
  

  I did AGREE to pay the unfair and dishonest charges of $70.00 to these people. To that end, I paid them in two manners that totaled $70.00.

   
  

  First, they directed me to mail and personal check to them at their *******, ** offices. I did exactly on AUGUST 18, 2022 via my check number #**** in the amount of $21.08. As I did follow their directions exactly on this mailed check, I assumed that they received it and would cash it against the $70.00. However, as MONTHS have past by and we noted that ITRC never cashed that check, I called them again to ask what was wrong. (Note: ITRC NEVER contacted us at all,at any time, to discuss this matter. In fact, when I called them, they told me that they are so short staffed that they have NO ONE to contact customers regarding billing issues.) In that call, my me,they simply told me that there was no record that such a payment was made and that I still owed them $70.00. I asked them to please investigate this matter as there were two transactions that should have been made on this issue. They promised me that they would, but again, NO ONE ever calls back to state anything with ***** In view of their incompetence or whatever it is, I contact the BBB. This got their attention such that they are now, at least, replying in some distorted and incomplete manner.
  

  
  

  Second, I contacted my ****, CHASE, and they assured me that, while the initial transaction was not paid, once the **** heard from me, THEY DID PAY ITRC $48.92. They explained that they could do nothing more. I had to get ITRC to contact their **** to ascertain the status of the PAID transaction from my ****. Again, I asked ITRC to do that, and I have never heard any word from them as to IF they discovered the paid amount.  They simply ignore the customer. I do believe MY ****. I do know that I mailed the check to the exact address that ITRC gave to me. How do I get this Company to examine their bank's receivables to find the money that I paid to them already? They do not cooperate at all. They do not communicate unless via BBB.
  

  
  

  Can I please have a competent, capable person with authority in the finance offices of ITRC do an investigation on my paid amounts? Can I get to speak with a competent upper level official to resolve the incompetence of the place? All I want to do is get this terrible business out of my life.
  

  
  

  Finally, I am sharing a copy of my personal checkbook register with BBB to display all of the checks that have been paid and the ONE to ITRC that they may have lost. I am also sharing a copy of my ********* statement with BBB to display the transaction that indicates that ITRC was paid by my ****, CHASE. Also, as a followup, I am sharing a copy, with BBB, of the letter that ***** sent to me on the initial dispute. If need be, I will attempt to secure another more recent letter from CHASE to testify that they have paid the ***** Please advise.
  

  
  

  
  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Apparently the **** past price increases of 10% as stated in different newspaper articles however, they did not post the true price increases at their tolls which is deceiving me for a lot of drivers that use the Indiana I pass. At the toll at Valparaiso Indiana exit 31 the previous toll price was $.80 and are now charging $9.20 without any type of visual notification at toll for IPass Drivers. Cash oyera are notified at window- from my observation. PortAge toll exit 28 is $0.80 and only a few miles later at Exit 31 drivers pay $9.80 in Valparaiso. A driver traveling 5 miles between portage indiana and Valparaiso indiana will end up paying $10 when the minimum hourly wage is $7.25.

  Business response

  07/11/2022

  The rates are correct.  The $9.20 is the U-turn / Lost ticket fee, or the rate from East Point (**** Border).  As shown, the rate from Portage to Valparaiso, or ********** to Portage, is $0.80.  $9.20 is only charged if the customer loses the ticket, and we cannot verify where he/she entered the toll road from.  In that instance the full $9.20 is charged.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have auto replenishment with Indiana Toll Road and they do not give instructions on the website how to remove an associated bank account. So they charged me a $25 fee because they charged money to the wrong bank account instead of the one I had added. They refuse to issue a refund to me and it was their fault. Their website and instructions are very poor and I should not be penalized $25 for their inept system. I called and spoke to the customer service and she said they won't reverse the fee. This is wrong!!

  Business response

  07/05/2022

  We have processed a credit of $25.00 to the customer account, citing a one-time courtesy, as it is stated in the terms and conditions.  If any addition assistance is needed managing the account, the Call Center is available and experienced with helping customers navigate individual accounts.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On both November 15th and 16th I made the mistake of driving through Indiana on I80 between *****************. On both days, going both directions (east and west bounds) not a single toll booth in any plaza worked at all. The first one shorted me $5 in chance, the second time it printed an invalid ticket, the 3rd one didn't give me credit for the money I put in it, and every single one of them had random errors on the credit card readers in Spanish. Each time this happened you have to push a button and wait 15 minutes for someone to talk to you to get help.I'm writing a complaint to the federal highway administration as Indiana should lose its federal permission to toll any road in the state. I may also hire an attorney and pursue this legally as I believe Indiana is trying to extort people into buying the Ezpass. They make you wait 3 hours to drive through the state to pay money at their toll booths that do not work in an attempt to force you to buy ezpass.I've driven to ********** and back 3 times now, and have never seen a more incompetent dysfunctional highway toll system in my life. I will never drive through Indiana again.

  Business response

  11/22/2021

  Our customer service agents scoured our call log to see if this customer contacted our agency for a refund, without success.  We have policies and procedures in place to help provide satisfaction with any issues found at our booths.  We'd respectfully request that the customer contacts our CS department to request any refund due.

*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. ↩