ComplaintsforRiverLink

Toll Booth

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Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 13 Sep 2024, I received a Toll bill for a vehicle that I have not owned since 18 Oct 2023 from Riverlink. The toll was for a road/bridge in Louisville, KY on 19 Jul 2024. At that time, I was at a doctor’s appointment in Richmond, KY. I called them to resolve this issue, and they stated that according to their (dubious?) database, I was still listed as the owner. I obtained a document from the ******** ************** ******* stating the vehicle in question was not under my name. Riverlink refuses to accept that document. I also went to the Kentucky DMV and obtained another document from the DMV database and it also states that I do not own the vehicle. Again, Riverlink refuses to accept it. They want a signed bill of sale with both parties’ names, addresses and date. I sold/traded the vehicle with a well know car dealership. I traded two vehicles that day, and there was only room for one vehicle to be listed on the buyer's order, and unfortunately it was the other vehicle, so I do not have a bill of sale. I have told Riverlink, but they still send the same responses. As they are using an either old inaccurate database, or one that does not contain proper data and they refuse to use/accept an official Kentucky database, then I can guarantee they are using it to scam hundreds of other vehicle owners. I would like them to be forced to use a proper KY database. Since the toll roads/bridges are between two states (KY and Indiana), I would say this applies to Indiana as well. Riverlink is "scamming" people with wrong data, and are making it extremely difficult to correct the problem. I have attached all the forms and email correspondences that I have sent/had with Riverlink.
Business response
09/19/2024
9/19/2024
Better Business Bureau, Inc. Via email: ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Customer response
09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

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

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
I crossed the the I-65 bridge through Louisville and returned across the same bridge in August of 2024. I received the first bill, paid it, but never received a second bill for my second crossing. I then received a new bill with a $10 late fee, and a payment due date of 2 days after I received the bill. I pay my bills on time and have excellent credit. Now, in addition to the $5 crossing charge (which is fine; I did use the bridge), I have a $10 late fee, and probably some new late fee because it would have been impossible to mail back the second fee in time. This is not the first time this has happened either. I will happily pay the $5 for each of two crossings. But these late fees for bills I never received are not right.
Business response
09/16/2024
9/16/2024
Better Business Bureau, Inc. Via ****** ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
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.
I received my first communication from this company, RiverLink regarding a toll bill. This bill and the call center claims to have repeatedly mail me about this toll which now includes fees and violation charges. I'm told that they cannot waive all of the fees and if I don't pay the toll and all the fees they will continue to accrue. I'm told (and it is printed on the bill) that to have this waived I must open a prepaid account which also has a fee structure. This is an unfair and deceptive practice that needs to be reported to government officials. I see on this site that this is happening at an alarming rate. I want to pay the toll ($5.04) - I do not want to pay for fees or be forced to open and fund one of their accounts ($35.04 + monthly fees).
Business response
09/16/2024
9/16/2024
Better Business Bureau, Inc. Via email: ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
09/05/2024
Complaint Type:
Billing Issues
Status:
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.
River Link is a Toll Company. Crossed bridge sometime in Dec. 2023 in Kentucky. Company sent Bill for $5.04 which I promptly paid. bill. Since that time they have been sending me a monthly bill for $62.52. For what? I have refused to pay it but every month they send me a bill. Also have documentation they have sent me saying my account is a 0.00 balance and is closed yet they bill me each month. Have called several times, no one answers phone. Also, need to clear up my Ohio Turnpike record as they have threatened to charge me $150 fee. Beleive this is a scam also.
Business response
09/05/2024
9/5/2024
****** ******** ******* **** *** ****** ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
09/04/2024
Complaint Type:
Billing Issues
Status:
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.
Monthly billing - ******** Account - ******** License plate # ******* Toll charge - 5.04 The toll was not paid on time on which I apologized for, I explained to the representative I would gladly pay the toll charge and the 5.00 late fee, but the 25.00 fee was unreasonable. We live in central Indiana and do not utilize this bridge maybe once a year of less. I contacted Riverlink to try and resolve the issue myself. I asked if they would waive the fee this one time, they only options they would offer was to open an account which I would never use. My complaint is how are they able to charge such a fee for a 5.00 bill??? I would even pay two late fees, but the 25.00 is just uncalled for. I am requesting help to get the fee removed. I was willing to pay the bill today if they would just remove the 25.00 fee, the company would not comply with my request and would not supply me with a corporate headquarters phone number. All I’m asking for is removing the fee so we can get the invoice paid.
Business response
09/04/2024
9/4/2024
Better Business Bureau, Inc. Via email: [email protected]
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
09/03/2024
Complaint Type:
Billing Issues
Status:
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.
Riverlink is an electronic toll company that sends you no bill to pay then waits about 6 months to rack up late fees then sends you a bill so your couple dollar toll turns into $50-100 without your knowledge. It is nearly impossible to log on and pay your bill without an invoice.
Business response
09/04/2024
9/4/2024
Better Business Bureau, Inc. Via email: ****************** ***** ********* **** ****
Louisville, Ky 40223
Complaint ID: ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
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.
The transactions occurred from July 22nd to now. The transaction were supposed to be in the amount of $2.61 but instead were $5.22. This has resulted in a total $267.57. I asked that the price be reduced down to it's discounted rate or $2.61 per toll crossing. They would not do that because of late payment. I couldn't make the payment because my wife lost her job and I had a mortgage to cover and kids to feed and take care of. I think it is completely unreasonable of them to force this higher payment. I can pay the cost of $133.78. This is a sign of pure greed on their part. I am in a hard place and they're kicking me while I am already down. Please help me encourage them to have some humanity.
Business response
09/04/2024
9/4/2024
Better Business Bureau, Inc. Via email: ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* **/ or contact RiverLink Customer Service at ************ *********) where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
08/29/2024
Complaint Type:
Billing Issues
Status:
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.
Three months ago I got a new job at ******* ******** and have to cross the toll bridge every day to get to and from Jeffersonville to work. I have been going across the toll bridge and knew I was racking up a bill but never received a paper statement and thought this was odd. I went to their website to try and open an account and kept getting an error right at the end where I check the box to acknowledge their statement and submit my info. I was told to call customer service. Upon calling I was told I have 4 different accounts! The one I know is fair is for $57 and some change. Another one for $10, another with no balance and another account for $290! I immediately told them that I paid that $290 charge the last time I got my tags renewed because I was told I could not renew my tags and registration until I paid that balance. The person on the line had no record of me paying that fee. I said I am actually at the county clerks office right now paying my tags and I’m calling to get my current account squared away so I can get my registration renewed until 2025. I was told to find proof of the payment on my end and email to them. Well I don’t have proof any longer except the fact that I was able to renew my tags last year tells you that I paid it otherwise I wouldn’t have been able to at all. I learned that I have 4 accounts all receiving late charges and I’m panicking wondering how I can pay these again and what I’m going to do. My complaint is that they for one have no record of something I paid just a year ago, and second they’ve been charging me late fees to not only that supposed balance but a total of four accounts in my name! This is ridiculous and they should not be able to get away with gouging consumers like this and not keeping record of payments made to them and telling the customer to “prove it” that they paid an outrageous amount in the first place.
Business response
08/29/2024
8/29/2024
Better Business Bureau, Inc. Via ****** ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* **/ or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
08/29/2024
Complaint Type:
Billing Issues
Status:
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.
At some point this past year, I must have driven over a toll road and not been aware. In June I recieved a toll notice from RiverLink in the mail and paid the fee listed. The check was cashed on July 1, 2024. Later in July another bill came with a charge of $5.00 for a late fee and a $25 "violation" fee. I went to the website downloaded the dispute form, completed it and sent it in. I explained that the toll had been paid and that I had recieved no other correspondance stating a reason for the extra fees. I learned that there had been a class action lawsuit brought against the toll comany previously (2022) for their unfair fees and violations and that they had been orderd to pay customers a $2.5 million settlement, so I don't think tis is a new issue. Last week I received a response to the dispute saying it had been denied, with no explanation as to why, but was told I had 30 days to request an administrative hearing. That same week I recieved yet another bill showing an additional violation fee and a "collection" fee as well. The bill now stands at $98.00, all of which are fees- not tolls! I can not appear at a hearing and feel that these fees are unfounded and exorbitant.
Business response
08/29/2024
8/29/2024
Better Business Bureau, Inc. Via email: ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team
Initial Complaint
08/27/2024
Complaint Type:
Billing Issues
Status:
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.
Disappoint me that I would have a toll road. When I was not in that area, never seen signage or notification. I do not frequent that area so it is highly unlikely that ever occur. I think it is a scam.
Business response
08/28/2024
8/28/2024
Better Business Bureau, Inc. Via email: ******************
***** ********* **** **** *********** ** ***** ********* *** ********
On behalf of RiverLink, we sincerely apologize for the frustration our customer has experienced.
RiverLink has reached out to the customer directly to resolve this issue.
If you have any further questions or need additional information or help, please log onto
********************* *** or contact RiverLink Customer Service at ************ ********** where agents
are available to assist you Monday through Friday from 8:00am - 6:00pm.
Regards,
RiverLink Customer Service Advocate Team

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Years in Business: 9

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Contact Information

204 S Floyd St

Kentucky Customer Service Center

Louisville, KY 40202-1208

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Business hours

8:00 AM - 6:00 PM

Customer Complaints Summary

529 total complaints in the last 3 years.

434 complaints closed in the last 12 months.

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