ComplaintsforCapital Beltway Express, LLC

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I downloaded the **Toll app 2 years ago to use it in Virginia when I was on a road trip and didn’t have cash for a toll. This year, out of nowhere they started charging me for toll payments even though I already have a ******* account. This was without notifying me. It appears they released a beta version in Florida and didn’t notify me to remove the app to avoid duplicate charges. Additionally, some of the charges are incorrect - they charge me for express lanes when I didn’t take express lanes. They charge me for places I didn’t drive. They charge me when I am a passenger in another vehicle. It took me a few months to realize they were doing this. And I realized that on top of normal toll fees I would be paying with my transponder, they have also been charging me service fees even though I wouldn’t have to pay those with my *******. I have over $200 in incorrect charges from them and they are unwilling to make it right.

  Business response

  08/31/2023

  Hi *****, 
  
  We have contacted the customer to assure her there were not any charges originating from 95/395/495 Express Lanes in Virginia. We’ve also advised further research would be conducted between ******* and the ** Toll provider to be sure there has not been any double charges on their part. The customer should expect a response within the next 3-5 business days.
  
  We tried to contact the customer, but customer did not respond to the call, and we leave a voicemail. 
  
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning, I hope this finds you well. All requested information has been provided through the email attachments. Ultimately, I was charged $100.00 by the collection's agency. The gross negligence that this company is comfortable with and failure to respond promptly is disgusting and must be addressed. Still to this day no one has reached out to me.

  Business response

  09/01/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 31,2023 detailing a complaint raised by ********************* (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes with transponder improperly mounted (ii) the Customer recently contacted the Express Lanes via email.
  
  The transponder was not read during the trip in question due to improper mounting, which caused an invoice to be issued. To prevent future invoices, please reference the ***Pass mounting instructions, ******************************************, and terms and conditions *******************************************.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74 days after trip) - $25.00 fee
  Collections (90+ days after trip) - $100.00 fee
  Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, the invoices were forwarded on to collections.
  
  We confirm receipt of emails from the customer and responded in a timely manner, which is within 3 business days.
  
  We also sent images to the customer showing there wast not a transponder was mounted to the windshield.
  
  Our records indicate a payment in the amount of $102.30, with confirmation number *********, has been applied to account number *******. The account now reflects a zero balance.
  
  In addition, the customer should ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.
  We are motivated to amicably resolve the Customers issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer update their information with the Division of Motor Vehicles ensure proper delivery of correspondence.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an Ohio resident and visitor to the D.C.-Virginia area with my family of 6 and our path took us down I-395 to I-95. I entered what appeared to be High Occupancy Vehicle (HOV) Express Lanes near the Pentagon in Arlington, VA. The signage around that area where I entered indicated there was no charge for HOV vehicles. Only non-HOV vehicles would have to pay a toll in order to use. Once in the Express lanes, there was much different signage that was more descriptive of the program, but it was too late. Weeks later, I received an Invoice for a $33.30 Toll and a $12.50 Admin Fee for something that was advertised as free! I first emailed the company, asking for relief, and they did respond, but did not actually address any of my concerns. So I later called the company, and was denied any relief. Still no answer as to if they were going to address my false advertising issue, but I doubt it based on the attitude. I will have to pay the $45.80 to avoid more fees and the threat of court or other penalties, but this is not right. Please help them understand the issue so other tourists don't fall into the same trap.

  Business response

  08/22/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 11,2023 detailing a complaint raised by ************************* (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes without ***Pass **** (ii) the Customer has a recent contact with the Express Lanes via email.
  
  Our records confirm the transponder was in toll mode during the trip in question which caused the charge to your ***Pass account
  
  Our records indicate a payment in the amount of $44.80, with confirmation number *********, has been applied to account number ******* and the account now reflects a zero balance.
  
  The customers ***Pass **** should show HOV ON if customer want to travel toll-free with three or more people in the car. Customer hear a loud beep when you switch your **** to  “HOV ON” to remind customer its in toll-free mode. If you aren’t in “HOV ON” mode, customer will pay a toll.

  In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.
  
  To learn more about ***Pass and Missed A Toll, please visit our website at www.expresslanes.com.
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received three (3) charges on my account totaling the amount of $38.15 in the month of June (6/29/23: $30.45, 6/5/23: $1.25 and 6/9/23: $6.45) for travel on the 95/395 HOV lanes - , then ******* withdrew $35.00 from my bank account to re-up my account to $37.49. The issue is there were THREE riders in my vehicle (myself plus two sluggers). NO charges should have been billed against my transponder. I reached out last week and spoke to two agents from the ************ customer service line. Each agent informed me that they would review my file and provide an update within 3-5 business days. When I called today, two agents told me they did not see the charges though they are CLEARLY listed on my statement. One agent (******, today at 10:21 am) hung up on me when I requested to speak to a manager. They have ripped me off for a total of $73.15 which I have demanded be returned to my account. I asked for images of the tolls and was told I would not receive one. I see this 'charging accounts' falsely is a common thing and the company owes us answers!

  Business response

  07/19/2023

  
  We are in receipt of your letter dated July 14, 2023,detailing a complaint raised by ********************* (“Customer”) We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes while her ******* transponder was improperly mounted; (ii) the Customer has a recent contact with the Express Lanes via phone.
  
  The transponder was not read during the trip in question due to improper mounting, which caused an invoice to be issued. To prevent future invoices, please reference the ******* mounting instructions, ******************************************, and terms and conditions *******************************************.
  
  Given the circumstances, we have a First Time Forgiveness Program, and we've successfully reversed the amount of $38.15 back to the customers ******* account which will reflect within 3 to 5 business days.
  
  The $35.00 credit payment showing on the customer's account was an auto top replenishment charge by ******* account and we are unable to reverse.
  
  Customer ******* Flex should show “HOV ON” if customer want to travel toll-free with three or more people in the car. Customer hear a loud beep when you switch your Flex to “HOV ON” to remind customer it’s in toll-free mode. If you aren’t in “HOV ON” mode, customer will pay a toll.

  In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ** Pass is charging me $100.00 admin fees EACH for a $1.30 toll, a $17.10 toll, a $6.10 toll, etc resulting in $800.00 just in admin fees alone. I called to make payment arrangements and paid half of the balance intending to pay the other half after that. I paid $89.55 on May 2, 2023. Confirmation # *********. (They charged a $100.00 admin fee for that too but a rep named ***** agreed to remove it when I asked). Back on March 20, 2023 I spoke to a rep named ***** because I was trying to pay down more of the balance. She informed me the balance had been sent to collections so I couldnt make any payments. I dont understand why ** Pass/Express Lanes is allowed to charge $100.00 admin fees for a $1.30, $12.15, and the other small toll amounts I was charged. They shouldnt be allowed to charge such high admin fees especially not on such small balances.I was trying to pay the rest of what I owed on these tolls and would have if they hadnt sent it to collections. Please remove the $800.00 in fees, Ill pay the remaining balance which was about $200 (maybe less, they have sent so many different letters) and never use these toll roads again.

  Business response

  08/02/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 1,2023 detailing a complaint raised by ***************************  (Customer) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes while her **-Pass account is in negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (iii) charges remains valid.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74  days after trip) - $25.00 fee
  Collections (90+ days after trip) - $100.00 fee
  Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, those invoices were forwarded on to Collections.
  
  Our records indicate a one-time courtesy reduction in the amount of $225.45 was applied to the account on March 20, 2023, which was valid for 14 days. When the payment deadline passed, the reduced fee reverted to its original fee. Customer called back on May 2, 2023 which is already 43 days after the reduction applied on the account which caused of progression of invoices.
  
  At this time, payment plans are not available.
  
  We confirm the payment of $89.55 for the trips from January 26-27, 2023. 
  
  As a Virginia ***Pass account holder, you can also contact your ***Pass agency to sign up for a range of email and text notifications about your account.
  
  It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at ************ or ###-###-#### from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter.
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  Consumer

  Customer response

  08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: yes there was a delay in my response to ** pass I was in the hospital a few times since January and I explained that to them more than once when I called. They broke the payment into 2 parts and I paid the first half.
  

  They can’t do payment installments for the 2nd half? That doesn’t sound true. They’re the company they can do what they want but I’m not paying $800 worth of fees.
  

  Regards,
  
  ***************************

  Business response

  08/21/2023

  Dear ****************,
  
  We are in receipt of your letter dated August 18,2023 detailing a complaint raised by ***************************  (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes while her **-Pass account is in negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (iii) charges remains valid.
  
  We understood your situation. However as of this moment we don’t have any payment plan that we can offer to the customer.
  
  Given the circumtances, so I’m able to cancel the trips from collection. I can only do this one time, and have the customer settle the amount of $1628.90 to clear the outstanding invoices.
  
  For further questions, please contact have the customer contact us at ###-###-####, Monday through Friday (7:00 AM to 7:00 PM).
  
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

  Customer response

  08/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I don’t owe $1,628 for these **-pass trips. Sounds like they added on additional fees which I am not paying and that should be illegal for them to be allowed to charge that much in fees. No thanks. I was trying to pay just what I owed from months ago which was around $224 - I’m not paying all those fees.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DMV has put a stop on my account because prince william county HOT lanes because ** **** or ********** sent some tickets from 2018 however I am just found out about this information on MONDAY.. 5 years later and I have talked to several representatives at ********** saying that I have no tickets from 2018. They said they would send me a letter to send to the Court house for dmv compliance and they have not done so and I need to renew my car registration before May 1st. I've called for at least a week and no one helps its just a runaround. I don't e believe this is my fault because I was never notified & they're trying to do something five years later. Unbelievable! Please assist!

  Business response

  06/02/2023

  Dear ****************,
  
  We are in receipt of your letter dated June 2,2023 detailing a complaint raised by ************************* (“Customer”)  and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes while her ******* transponder with insufficient fund; (ii) the Customer has a recent contact with the Express Lanes via phone and via email; and (ii) charges remains valid.
  
  Our records show that invoices were mailed to his address **************************STAFFORD, VA **********. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles Vehicles (DMV).
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74 days after trip) - $25.00 fee
  • Collections (90+ days after trip) - $100.00 fee
  • Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.

  Our records confirm that the pre-court settlement payment of $900 with confirmation number ********* has been applied to account number ******* and the account now reflects zero balance.
  
  We recommend the customer to present this payment confirmation to the court for them to process their vehicle registration.
  We are motivated to amicably resolve the Customers issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I drove our RV to Florida and ended up getting on what we thought was a normal HOV ******* express lane (not charged more than the normal toll but reserved for HOVs). Come to find out that this was premium feature in disguise. We entered from 495 in Maryland then down 95S and the toll was $40 to drive in these lanes for 14 minutes. To make matters worse, the toll was TRIPLED because our RV is over 8 feet high. So for 14 minutes of driving, the bill was $120! This practice especially preys on people who are from out of town and have to make quick decisions (while driving around DC metro!). There is no way we go into these lanes if the cost was even $40, let alone $120! It pains me to think about how many other people have had money taken from their ** **** accounts for this. It's a shameful business practice and it should be ended immediately. The "dynamic pricing" is an absolute scam and shame on the state of Virginia for allowing this to go on!

  Business response

  06/15/2023

  Dear ***************,
  
  We are in receipt of your letter dated June 12 ,2023 detailing a complaint raised by ***************** (Customer) and appreciate the chance to respond.
  
  Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign, or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue the Express Lanes or return to the regular lanes.
  
  Like **** and ****, we use dynamic pricing. That's why toll prices may change throughout the day, based on traffic patterns and customer demand.
  
  Our dynamic pricing changes based on real-time traffic conditions to keep our Lanes moving at highway speeds. Toll prices will go up as more drivers choose to use our Lanes so all customers, including those who travel for free in a carpool or on a bus, can enjoy a steady drive along the Express Lanes. By increasing the price, we can help control congestion levels on the Lanes.
  
  To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in height. This includes most tall passenger vans, commercial vans,2-axle large box trucks, and flatbed trucks on the 495, 95 and 395 Express Lanes.  Signage on the roadway informs travelers a higher rate will be charged for larger vehicles.
  Larger rides like box trucks can weigh a lot more than regular passenger vehicles. Those extra pounds do more damage to the road that we maintain. To help make sure we can continue to give all our customers a great travel experience, we charge larger vehicles a different rate. Most customers drive personal passenger vehicles that are under 7 feet and pay the standard toll.
  We are unable to locate the account of the customer and we have been in contact via phone but was advised to leave an email.
  We are motivated to amicably resolve the Customers issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
  
  

  Customer response

  06/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I understand the theory behind your system but the one thing you're missing is that with Uber, the customer can see this pricing in real time BEFORE choosing to use the service. In the case of your toll roads, this is not the case and customers need to make a split second decision on whether or not to use the road. In my case, I had no idea what I was signing up for until I saw the charges on my account. That's where the issue lies. The road and tolling system is overly complex to begin with, now we are adding a multiplier thing to that and I still contend that this "dynamic tolling" system takes advantage of drivers when they are likely confused or preoccupied with other drivers and/or navigation in general. That is why I made this complaint. The system needs to be better for it not to be taking advantage of a situation with an unknowing consumer. It also looks a heck of a lot like the HOV lanes found in many other locations, none of which are more expensive, let alone 4x more expensive to use. Some are even cheaper than the normal toll because the area wants to encourage people to carpool!

  Regards,
  
  *************************
  

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter from *** stating I have 2 Admin Fees that totals 212.50 on 4/21/2023. I have no idea why I have a bill when I have a working ****** for the state of Maryland. I also never received a bill and I definitely had money on my ****** account. As a matter a fact I have proof that I had $29.00 on the account prior to making an extra payment of $60.00 just 2 days prior to using the toll. I contacted Customer Service on 4/21/2023 (Maryland ******) and it was confirmed that I had money on the account and I was advised to call Virginia ****** and have them contact the Maryland office). I called *** and also contacted Customer Service for Express Lanes and was told there was nothing they could do, so I asked to speak to a Manager and the Customer Rep told me he was going to get a Manager, but instead he transferred me to another Rep. This was so unprofessional and unproductive because we literally had the same conversation. That Rep told me she would have a Manager contact me and I never got a phone call. I waited for one week and called back on 5/2/2023 to find out I could speak to a Manager to get this matter resolved and was told a Manager will be calling me back and someone already called me. No one called and they simply don't care. I used the toll on 10/15/2022 (3.70) - FEE (103.70) and 10/22/2022 (8.80)- FEE- (108.80). I find it interesting how I have a letter from NCC and they told me that I needed to prove money was on my account. Something just doesn't seem right. I've live in Maryland and purchased the transponder in 2013 - this is my first issue. Not sure why. The *** Reference # is ********. My tag # is ** *******.

  Business response

  06/02/2023

  Dear ****************,
  
  We are in receipt of your letter dated June 2,2023 detailing a complaint raised by ************************* (Customer) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes while her ******* transponder with negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (ii) charges remains valid.

  Our records show that invoices were mailed to his address PO BOX ****
  WALDORF, MD*******. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles (DMV). The first invoice was sent last 12/22/2023 and the final invoice was sent last 2/3/2023.
  
  Here is how the progression of trips to collections happen:
  
  Missed toll (within 5 days of trip) - $1.50 fee
  • First invoice (6-35 days after trip) - $12.50 fee
  • Second invoice (45-74 days after trip) - $25.00 fee
  • Collections (90+ days after trip) - $100.00 fee
  • Court (180+ days after trip) - $100, plus court fees and civil penalties set by Virginia law.
  
  When the payment deadline passed, those invoices were forwarded on to Collections.
  
  We’ve confirmed one of the supervisor tried to contact the customer via call last 4/24/2023 but the customer did not respond to the call. Customer called again last 5/02/2023 and we advised the customer to settle the amount of $62.50 as best offer we can provide to the customer as trips already progressed to collection.
  
  As a Virginia ******* account holder, you can also contact your ******* agency to sign up for a range of email and text notifications about your account.
  
  It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at ###-###-#### or ###-###-#### from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter.

  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I use an ****** to access the toll road. I am notified on the overhead signs that larger vehicles may incur a higher toll. However, while typical tolls are within the $1-$5 range, I noticed that my tolls for a sprinter van was in the $55 range, for ONE trip. When I contacted ****** via telephone, there were 37 people in front of me, and despite providing them with my license plate and transponder information, they were unable to discover why and how the fees were being charged that way. In order for them to assist me, I would have to violate a toll, in which they can then access my account information but then charge me the administration fee in addition to the normal toll that I have unknowingly paid since it is automatically deducted from my ****** account, and it NEVER discloses what that "larger vehicle" upcharge will be. How are they ETHICALLY taking money from my ****** account without disclosing the actual amount? And then when I call to ask, they don't know themselves? They state we can check toll prices online, but please let me know how I am able to access this website while driving? Also, please keep in mind that the website does NOT disclose the upcharge for larger vehicles! My main complaint is:How is ****** charging absurd amounts without disclosing ANYWHERE what the upcharge is for larger vehicles and their own staff don't know how I can learn the costs? How are they ethically taking money without teling me how much and not providing me with the option t decline the insane toll? Because I can almost guarantee that most people will not take the toll if they knew ahead of time that they would pay $55 instead of $5! It's like if I went to the store to buy milk and I don't know how much it costs until I get to the register. Even then they don't tell you, and you discover later that the milk was $100 but you had no choice to buy or return the milk. This is absolutely ridiculous, especially if their own staff have no clue how and why!

  Business response

  03/20/2023

  From: ***************************** <******************************************> 
  Sent: Friday, March 17, 2023 6:10 PM
  To: *************************** <*************************************************>
  Subject: RE: Complaint from *****************
  
  I spoke with ************ on 3/15/23.  The complaint was regarding her husbands *** **** account.  This was not an issue with *** ****, it is with *** Outside the Beltway, which is a toll road that we do not service.  The customer has their contact information and is waiting on *** OTB to adjust charges applied to her husbands account.  I submitted a toll road follow up to the toll road and advised the customer.  In the follow up form a call back to the customer was requested.   
  
  Thank you, 
  **************************;
  Customer Service Supervisor 
  **** ********** *********, LLC. | **** ******* Project 
  *******************************************************************************;
  Email: ****************************************** 
  Fax: ************  
  

  Business response

  05/23/2023

  Dear *** ******, 
  We are in receipt of your letter dated May 17,2023 detailing a complaint raised by **** ****  (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm  the following: (i) the Customer has a recent contact with the Express Lanes via phone.  
  Customer’s vehicle has been travelling in Express Lanes which caused a charges to their ******* account. 
  The Express Lanes and ******* agency are separate entities.  
  We are confirming that their trips from 12/16/2022 to 3/29/2023 were charged as medium  vehicle. The vehicle detected has an Average Height of 9' 1". 
  The ** Express Lanes have multiple pricing zones and decision points for drivers. 
  Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign, or  you decide to exit the Lanes. The pricing zones are separated by electronic signs that  communicate the toll rates in real-time. At each of these points, you can decide if you want to  pay an additional toll and continue the Express Lanes or return to the regular lanes. 
  Like **** and ****, we use dynamic pricing. That’s why toll prices may change throughout the  day, based on traffic patterns and customer demand. 
  Our dynamic pricing changes based on real-time traffic conditions to keep our Lanes moving at  highway speeds. Toll prices will go up as more drivers choose to use our Lanes so all customers,  including those who travel for free in a carpool or on a bus, can enjoy a steady drive along the  Express Lanes. By increasing the price, we can help control congestion levels on the Lanes. 
  To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in  height. This includes most tall passenger vans, commercial vans, 2-axle large box trucks, and  flatbed trucks on the ***, ** and *** Express Lanes. Signage on the roadway informs travelers a higher rate will be charged for larger vehicles. 
  Larger rides like box trucks can weigh a lot more than regular passenger vehicles. Those extra  pounds do more damage to the road that we maintain. To help make sure we can continue to give  all our customers a great travel experience, we charge larger vehicles a different rate. Most  customers drive personal passenger vehicles that are under 7 feet and pay the standard toll. 
  We are motivated to amicably resolve the Customer’s issues in an efficient manner. Since the  customer processed a payment and was educated about the Express Lanes process, the charge  remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. 
  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have received 2 emails in the past month from ****** of VA Express Lane that I "travel on the Express Lanes with your ******* Flex set to HOV ON, without three or more people in your car." This is absolutely false. I have pointed out this mistake each time. They still owe me a refund on the first charge for the first false allegation. On March 21st they responded to my dispute with blurry pictures that were not date stamped or prove that it was in fact my car that is pictured. I have called and explain the the company but I think they are being dishonest. They still owe my account a credit for $30.60 for the first charge and now they are claiming they will charge my account $33.15.

  Business response

  04/10/2023

  Dear ****************,
  
  We are in receipt of your letter dated March 10,2023 detailing a complaint raised by *********************** (Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer has a recent contact with the Express Lanes via phone and via email.
  
  We reviewed images and based on the investigation these trips were not charged to customers account and trips have been reversed.
  
  Customers have spoken to our representative via phone and email.
  
  The amount of $63.75 has been reversed to customers ******* account. It takes up to 3 to 5 business days for the credit to show on customers ******* account. 
  We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
  

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