Business Profile

Toll Booth

RiverLink

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Initial Complaint
02/24/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello - I keep getting notification that RiverLink will punish me for Toll Avoidance. However, I paid my toll on January 20th, 2025 but the payment does not reflect on my account. I have spent hours trying to contact customer service including online chat in my portal account, telephone, and requesting a call back. I stayed on hold 4 hours one day last week. I have requested the callback option. Online chat options keep telling me all of the agents are busy and to call the number that never gets answered. I have proof of my payment but just cannot reach anyone to work with. I am fearful of this situation escalating but am receiving no help from RiverLink.
Business response
02/24/2025
2/24/2025

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

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,

Customer response
02/26/2025

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
02/18/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a bill for a toll for my wife's vehicle. The alleged toll was from May 2024 yet we only received a bill in January 2025 for it. We have an account with a transponder. However, the invoice sought to charge us for the full toll for a vehicle without a transponder. I tried to call RiverLink to dispute the toll and sat on hold for 20 plus minutes. They offered a chance for a call back instead and I took the option. No one ever called me back. I then submitted an online dispute to the toll. I received no response. The next week I used their online chat account and spoke to someone named *****. ***** told me that my wife had to call in to add me to the "unregistered account." I tried to explain to ***** that I already have an account with a transponder for that vehicle. I also explained my prior attempts to contact them had gone unanswered. He finally cut me off and told me that he would not go back and forth with me and ended the chat.
Business response
02/18/2025

2/18/2025

Better Business Bureau, Inc.                                                          Via email: ******************
13104 Eastpoint Park Blvd
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
Customer response
02/18/2025

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
02/13/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To whom this may concern, I received a River link statement bill in the mail on 10/10/2024 of $10.08 with a due date of 11/1/2024. I went to ****** and got a money order for exactly $10.08, which they posted on 10/24/2024 to my account *********. Total due on statement $10.08. On 1/10/2024, I received a bill for $35.04. (10.04 plus a $25.00 New Fees). I have been trying to reach River link by telephone for 4 days (2-10-25 on hold 1 hour and 8 minutes [2:00 - 3 pm] - no response/customer service not answering) (2-11-25 on hold for another 1 hour and 4 minutes [10:04 am - 11:04 am] - no response or customer service answering calls) (2-12-25 on hold for another 1 hour and 12 minutes [12:08 pm - 1:00 pm] - no response or customer service answering calls) (2-13-25 on hold for another hour [1:04 pm - 1:54 pm] - then press 1 for a call back about 10 minutes later a customer service representative verbal conversation - problem was never solved. Asked if I could speak to a customer service MANAGER. There was no one to be transferred to solve the issue. Customer Service Representative was bring up past billing to 12/2023. ($5.03) - I said, I paid all bills immediately. Why was this not on the statement then? If I owed it. KeKe - So the representative said I will take off your payment of $10.08 and see what happens - charged higher and bill she said was $45. "I stated accounting does not work like this - it does not go up!" I asked for Manager and no one available. The accounting at River link needs to be looked at immediately. *** I have all the paper statements for River link attached below.
Business response
02/17/2025
2/17/2025

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
02/18/2025

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
02/13/2025
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.
On 11/17/20224 I crossed the Ohio River bridges between Louisville and Indiana. This resulted in a toll charge of $10.44. I did not receive the bill *********** for these crossings until 12/31/2024. The bill listed a due date of 1/2/2025. Mail service in my area has been backed up lately which might account for the delay in receiving the bill. I mailed a check for the full amount the next day. Since it was a holiday, I took the letter to the main post office. Late in January I get another bill *********** for the original $10.44 plus a $5.00 late fee. I had already paid the original bill and the payment had been processed and cleared my checking account on 1/8/2025. Today, 2/13/2025, I received another bill *********** for $35.22 which included the $5.00 late fee from the second bill plus an additional $25.00 "violation" fee. I contacted River Link customer service where they offered to waive the fees if I would sign up for an account and provide them with my credit card information. I have no intention of trusting this company with any more of my information than is completely necessary. Their fee waiver offer felt like extortion. Apparently this is their "business" practice and I find it reprehensible.
Business response
02/17/2025
2/17/2025
****** ******** ******* **** *** ****** ****************** ***** ********* **** **** *********** ** ***** ********* *** ********
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
02/10/2025
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 was billed for a toll charge from almost a year ago. Not my car, I don’t own a Jeep. They are taking a vague picture of a license plate and guessing. This is the second questionable charge I’ve received. I paid the first but have ZERO doubt that this one is not mine. They make you jump through rings of fire to dispute a charge and won’t answer their phone (currently on hold for an hour). They need to update their camera system and the way they do business. I can see why they’ve been hacked and scammers are using them
Business response
02/13/2025
2/13/2025
****** ******** ******* **** *** ****** ****************** ***** ********* **** **** *********** ** ***** ********* *** ********
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
02/10/2025
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 charging me for $60.00 in late fees for a toll that I paid the day I received the invoice. They accepted the payment two days later for the original toll. Then in December, a month after I mailed in my payment, they are now charging me for late fees accrued. According to them the original bill was due on November 2, 2024 but I didn't receive it until November 6, 2024, whereupon I mailed a check to them the same day. When I called them they would only eliminate the late fees if I signed up with them, giving them all my banking information. According to their own website reviews this is a common scam that they use to collect more money. I have all the paper work involved as well as their denial of my dispute, which I tried to download with this request but the file is too large
Business response
02/13/2025
********* ****** ******** ******* ****                                                          *** ****** ****************** ***** ********* **** **** *********** ** *****

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,

*****************   * ************** **************** * ***************************** ********* ******** ******* ******** ****
Initial Complaint
02/07/2025
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.
My Riverlink account had auto refill from my credit card setup since inception for multiple years. Last year, due to a system error, my card was removed from my account and late fees were applied for non payment. I do not monitor the account regularly since it was setup to auto-pay, thus it did not get resolved for several months. Once noticed, I updated the account and asked for the late fees to be removed. The glitch was not my fault and therefore I should not have to pay late fees for a system error. Riverlink did not agree. They rejected my verbal requests as well as my written dispute. I have paid the late fees because I don’t really have a choice as I live in a city where they own the toll bridge fares. But I will be avoiding the bridges in our city to avoid giving more money to Riverlink who has shady business dealings.
Business response
02/13/2025
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
Customer response
02/13/2025

Complaint: ********

I am rejecting this response because of the attached email from riverlink.

Sincerely,
****** ********
Business response
02/13/2025
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 Tea
Initial Complaint
01/30/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
DATE: 1/27/2025 SUMMARY: My windshield was replaced on 1/27/2025, and the transponder was not able to be reused. Therefore, I have to have a new transponder from Riverlink. In relation, Riverlink provides a discount after 40 crossings. At the time of the windshield replacement, I had 34 crossings and will end the month with 42 crossings. Upon talking with Riverlink, I will not be eligible for discount because I replaced my windshield and had to have a new transponder. With Riverlink's technology to take pictures of license plates, this is an unacceptable practice. This is not in spirit of customer service and flat out a money grab. I would like to file a formal compliant against Riverlink. **** *******
Business response
01/30/2025
********* ****** ******** ******* ****                                                          *** ****** ****************** ***** ********* **** **** *********** ** *****

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,

*****************   * ************** **************** * ***************************** ********* ******** ******* ******** ****
Customer response
01/31/2025

Complaint: ********
I am rejecting this response because: Riverlink has not reached out to me either by email or phone call.

Sincerely,

**** *******
Customer response
02/04/2025

Date Sent: 1/31/2025 12:24:58 PM

Complaint: ********

I am rejecting this response because: Riverlink has not reached out to me either by email or phone call.

Sincerely,

**** *******
Business response
02/04/2025

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

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,

*****************   * ************** **************** * ***************************** ********* ******** ******* ******** ****
Customer response
02/04/2025

Good morning ******

I did hear from Riverlink this morning via voicemail. You can close the case. They are going to make it right.

Thanks for your help,
****

***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
01/29/2025
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 traveled to Indiana for the ***** ** ******* competition on 11/13/24 and returned home on 11/17/24. On 1/27 I got a toll bill from this company. Mind you the toll was only $5.22 but it had a late fee of $5 on it. I called the company to explain I had never gotten the first "bill" to not accrue the late fee. I was told that was not their fault it was **** fault. I laughed. She told me she could not waive the late fee due to me getting the first bill per their system however I could go online and pay $20 and have the fee waived. I laughed and asked to speak to a supervisor. The sup told me the same thing. Tell me how I never got a bill from 12/4 but the one the mailed on 1/6 did not come until 1/27 and it was due in THREE DAYS. ALSO- I only got the bill for the way into Indiana. Not the way out. They said they do not know why when I inquired. I have filed a dispute but have not heard anything but after reading MANY reviews, this company is scamming everyone it seems. I contacted a friend who also went but drove seperate, same thing. No first bill, got second bill yesterday with late fee.
Business response
01/30/2025
1/30/2025
****** ******** ******* **** *** ****** ****************** ***** ********* **** **** *********** ** ***** ********* *** ********
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
01/21/2025
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 owe tolls from crossing the bridge to and from Louisville and Indiana. The dates of the tolls are: 7/4/24, 7/7/24, 8/11/24, 10/25/24, 10/27/24, 12/23/24, 12/27/24, 12/30/24, and 1/3/24. Each toll was $5.22 totaling $46.98. However, the usual toll, when someone has autopay on, is about $2.70. I was under the impression that I had autopay on since I put my new credit card back in the website in July, 2024. I wasn't paying attention to the bills as I thought they were being automatically paid. Unfortunately, It wasn't applied and so they doubled the fee as well as, this month, applying a $5 late fee. Today, 1/20/25, I paid $20. I called to company to see if they could adjust the amount I owe back to the autopay amount and they refused to work with me saying they are not able to change the fees.
Business response
01/23/2025
********* ****** ******** ******* ****                                                          *** ****** ****************** ***** ********* **** **** *********** ** *****

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 riverlink.com/contact us/ or contact RiverLink Customer Service at ************ ********** where agents are available to assist you Monday through Friday from 8:00am - 6:00pm.

Regards,

*****************   * ************** **************** * ***************************** ********* ******** ******* ******** ****
Customer response
01/24/2025

Complaint: ********

I am rejecting this response because: The company made no effort to compromise or decrease fees. I believe they are price gauging me because I am at their mercy. I am not asking them to remove fees all together. I am asking that they decrease the fees to the original cost that I had as an account holder.

Sincerely,

****** ******
Business response
01/27/2025

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

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,

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

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BBB Rating & Accreditation

D-

This business is not BBB Accredited

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Years in Business: 9

Customer Reviews are not used in the calculation of BBB Rating

Reasons for BBB Rating

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

572 total complaints in the last 3 years.

414 complaints closed in the last 12 months.

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