Complaints
This profile includes complaints for Capital Beltway Express, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 44 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/07/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 24, 2022 $2.50 I have a working EZPass and didn't know that my transponder didn't pick up the toll. I went through two other tolls on the same day and my account was debt the tolls. I was unaware of this toll not being debt to my account. I had a collection agency call me all hours of the day. I researched this collection agency and a lot of scam reports came up. Finally, I received a letter from the collection agency and found out it was for an unpaid toll of $2.50. I called Express Lanes, but their employees are not nice and a mange is never available. I will pay the $2.50.Business Response
Date: 04/28/2023
Dear Mr. ******,
We are in receipt of your letter dated April 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 EZ-Pass transponder was in
invalid status; (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 **** ******* **** *** *** ************ ** *****. The original toll invoice was mailed to the address provided by the
Department of Motor Vehicles (DMV).
The Toll amount of $2.5 escalated when first and final invoices were not paid. The unpaid
invoices then progressed to our collections department where there are additional administrative
fees. 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.
The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a
penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image
review technology and invoicing.
We can offer the customer to settle the amount of $31.40 to settle the outstanding invoice.
To process the payment the customer can call us at ###-###-####, Monday through Friday
(7:00 AM to 7:00 PM).
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.Business Response
Date: 04/28/2023
Dear Mr. ******,
We are in receipt of your letter dated April 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 EZ-Pass transponder was in
invalid status; (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 **** ******* **** *** *** ************ ** *****. The original toll invoice was mailed to the address provided by the
Department of Motor Vehicles (DMV).
The Toll amount of $2.5 escalated when first and final invoices were not paid. The unpaid
invoices then progressed to our collections department where there are additional administrative
fees. 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.
The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a
penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image
review technology and invoicing.
We can offer the customer to settle the amount of $31.40 to settle the outstanding invoice.
To process the payment the customer can call us at ###-###-####, Monday through Friday
(7:00 AM to 7:00 PM).
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
Date:02/02/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The first invoice I received came as a notice from collections on 11/22/2022. The toll amount was $21.90 and somehow went up to $121.90 with fees. I never received any notice before that so I tried to dispute. I called them and explained that I never received the original toll invoice in the mail. The ********** rep I spoke with stated that there was nothing they could do, and the only option is to discuss with the collections agency. After speaking with several people at the collections agency they shared that it was ********** who had the ability to remove the account from collections and allow me to pay the original toll amount. I am sending the emails and call notes attached. The business promised they would send me proof that the original toll invoice was successfully mailed to my address. Several days passed and I decided to pay the amount with the collections agency without going through the dispute because they don't seem to be interested in helping. The account number I have for the toll is ********** and the reference number from collections is ********. Please let me know if you guys could help in this matter. The money I am disputing is not much but I don't think it's fair that they charged me a $100 administrative fee after sending to collections; yet did not send the original toll bill. Thank you very much for your assistance! Regards,Business Response
Date: 02/02/2023
February 1, 2023
Dear Sir or Madam:
Re: Case ID# ********
On behalf of ******* Virginia, I apologize for any inconvenience the customer has experienced.
In examining the complaint and the supporting documentation, the customer was travelling on the 495/95/Express Lanes which is a toll road that operates their violation enforcement internally and outside the operation of ******* Virginia as we do not operate violation enforcement for all toll roads in Virginia. In addition, *** is not a collections vendor used by ******* Virginia. There is no information in our system under the customer’s name and address.
The customer should contact the 495/95/395 Express Lanes at 1-855-495-9777 or www.expresslanes.com to resolve this inquiry.
Kind Regards,
****** (****)
Customer Service Supervisor **** ******** ***
Clifton Forge, VA *****
Phone: ************
Email: ****************************Business Response
Date: 04/19/2023
Dear *** ******,
We are in receipt of your letter dated February 14,2023 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 was in invalid status; (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 **** ********* ** REIDSVILLE, NC *****. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles (DMV).
The Toll amount of $29.90 escalated when first and final invoices were not paid. The unpaid invoices then progressed to our collections department where there are additional administrative fees. 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.
The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image review technology and invoicing.
We are unable to refund the payment of $121.90 as the charges are valid.
Our records confirm that the payment of $121.90 has been applied to the account number ******* with confirmation number ********* and account is now zero balance.
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
Date:02/02/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an invoice from a collections agency for $102.05 on behalf of Expresslanes.com.I called to find out how they got this account and was told there was 3 prior letter attempts to have me pay the $2.05 toll from July 2022.I told them I never received an invoice or would have paid it. Its $2.05! They said I could call Expresslanes.com so I did.I was told by Expresslanes.com they made 3 attempts to notify me by mail with letters and never received a response from me.The have the correct address or I would not have received the letter from the collections agency.I told them I did not receive the 1st letter, let alone 3 of them and that I am an outstanding citizen, have a great credit report and would not ignore a $2.05 toll I know I am responsible for.They said to hold and they could see what they can do.He came back with an offer for me to pay $25 plus the $2.05.I went round & round and eventually paid the $27.05 rather than the $102.05 to collections.This is clearly a scam company. They may be a legit company, but their process is a scam and they need to be shut down. This is totally ridiculous that they are allowed to continue to do this to customers. Clearly I am not the first this has happened to by looking at all the same reviews on this BBB site.Please help remove this company from doing business and ripping off good citizens like myself.They are just pathetic and dreadful!!!Business Response
Date: 02/14/2023
Dear ****************,
We are in receipt of your letter dated February 13, 2023 detailing a complaint raised by *************** (Customer) and appreciate the chance to respond. We want to take this opportunity to confirm the following:(i) Customer contact us via phone last January 7, 2023.
You received an invoice because your vehicle was seen traveling the Express Lanes on June 3, 2022 without paying the toll.
Our records show that invoices were mailed to his address ******************************************Annandale, VA*************. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles (DMV). Please see attached file.We sent the first invoice last June 3, 2022, and final invoice has been sent last November 3, 2022.
The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, its used to offset the costs of recovering the unpaid toll, including image review technology and invoicing.
Our records indicate a payment in the amount of $27.05 with confirmation number ********* has been applied to account number ******* and account now in zero balance.
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 Answer
Date: 02/16/2023
[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: You clearly missed the entire point!!! Try rereading my complaint.Yes you had my correct address or I would not have received the bill from collections. I DID NOT receive any invoices from you, let alone 3 of them prior to the letter from collections. You did not send them or I would have received those also. So my address was never the problem. Your pretending to mail out letters is the problem.
I am due a refund of $25 for your fake letter lies. Look at all the reviews on BBB site. I am not the first by a long shot of people you have ripped off. You do not send letters you claim to, you just pretend so you can charge more. Greedy, slimy people you are. You should not be allowed to do business anywhere!!!
Regards,
***************Initial Complaint
Date:01/24/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Express Lanes (95/395/695) did not notify me of a $1.05 toll (I am military), and sent my toll to a collection agency (***). When I received the collection agency letter (sent to the wrong address) for the toll + a $100 admin fee, I finally tracked down Express Lanes as the company that I owed $1.05 after contacting MD ** **** and VA ** ****. They charged me $25 + $1.05 to settle the toll and remove it from the collections agency. This is for a toll that I was never notified of until I received a collection agency letter. As a member of the military, I do not have time to challenge this offer, so I paid $26.05 as a way to say my time. This is a questionable tactic at best, and this private company needs to be better regulated. I would respectfully request that my $25 be refunded to me if the BBB can convince Express Lanes that their business practice in this instance was questionable at best and nefarious at worst. The details of this charge is from a July 18 2022 trip in a vehicle with plate ******* and the *** letter was sent to *** * ******** ** Nacogdoches TX ***** which is my parents address. I never received a notification of a toll, and frankly, I am not entirely certain I traveled a toll road on 18 July 2022 as my military orders had me in downtown DC. Thank you!Business Response
Date: 02/10/2023
Dear ****************,
We are in receipt of your letter dated January 30, 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 was in invalid status (ii) the Customer has a recent contact with the Express Lanes via phone.
Our records show that invoices were mailed to customer address *** * ******** **. Nacogdoches, TX *****. The original toll invoice was mailed to the address provided by the Department of Motor Vehicles (DMV).
The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (*********************************). The administrative fees are a way to recover, in part, the enforcement cost incurred collecting the unpaid toll. All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.
As a Virginia ******* account holder, customer can also contact customer ******* agency to sign up for a range of email and text notifications about customer account.
We’re glad to refund your trip as a one-time courtesy amount of $26.05 and please expect the refund in customer’s bank within 3-5 business days.
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 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.Customer Answer
Date: 02/14/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I appreciate the willingness to refund the charge since it is the right thing to do. This would have been more easily resolved had the phone call with this company felt less like extortion. The call went something like this If you say yes to this less outrageous offer right now, we will call the collection agency off of you. I was shocked by this extreme tactic and hence filed this complaint. I would recommend this company review how it approaches a similar situation in the future and perhaps revise their internal policy/speaking notes. At the end of the day, the extreme tactic on the phone resulted in this complaint.That being said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
Date:01/09/2023
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The ** **** Office and the 495/95/395 Express lanes operators jointly charged us (my wife account) for the months of May, June, and July 2022 for riding on 395 north and south bound with three passengers. During these months my transponder became (faulty) inoperable without my knowledge. After I discovered that the transponder became inoperable (faulty) I had it replaced. on August 18, 2022, I started emailing ** **** that I was requesting a re-imbursement for a total $271.25 for the three months charges. The ** **** Office refused to reverse these charges and asked me to dispute the case with the Express Lanes operating office. They also refused to reimburse my wife account and exhausted me with emails stating that I should dispute my case with the ** **** Office. The express lanes office stated that my case had elapsed the 120 days. My objective is to get reimburse for the amount of $271.25.Customer Answer
Date: 01/13/2023
--------- Forwarded message ---------
From: *********************** <*******************>
Date: Tue, Jan 10, 2023 at 5:29 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>
DR Team,Please be so kind to cancel my request for my complaint. The 495/95/395 Express Lanes team have responded to my complaint and they have reimbursed me for the amount I had been charged.Regards,***********************Sent from my ******Initial Complaint
Date:11/22/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have attempted to work with Express Lanes to finalize disputing the allegations of violating a toll. I was not the driver and satisfying the process I was informed of - to submit a notarized affidavit of non-liability. However, despite their own internal error of not providing the form they wanted me to use, they are attempting to stronghold me into rectifying their error. Notaries are expensive. They are also trying to force me to hold someone else liability when it is the law that the petitioning party is meant to bear the burden of proof that I was the operator of a vehicle. It is a violation of their privacy. I have also attempted to obtain the court information that is associated with the company in order for me to find out more information regarding my rights.On all fronts, the company is not be cooperative and continues to give me the runaround when this was their own error.I have several documents that exceed the size limitations. Please advise if there is another way for me to send to further support my claims.I hope that you are able to assist in resolving this matter.Business Response
Date: 02/07/2023
Dear ****************,
We are in receipt of your letter dated January 6,2023 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 ******************************************* via phone and email.
Customer received an invoice because your vehicle was seen traveling the 395 Express Lanes on September 10, 2022 without paying the toll.
We reviewed the affidavit that was sent to ** by the customer last October 24, 2022, and these are the information missing:
Name of the registered owner of the vehicle
Name of the nominated driver
Signature of the registered owner of the vehicle
Invoice or trip number
We unable to process the non-liability request due to missing information.
Our records indicate that customer is the registered owner; therefore, the Unpaid Toll Notice would be your responsibility if you are unable to complete the affidavit form.
At this stage,kindly contact the ***************************** for further dispute or to settle the remaining balance.
Its 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 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 ******** of ***** 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. Tell ** why here...Customer Answer
Date: 02/09/2023
[To assist ** 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:Hello - Thank you for your response. There are a few inconsistencies. Please see my responses below:
1. "Customer received an invoice because your vehicle was seen traveling the 395 Express Lanes on September 10, 2022 without paying the toll."
*Adding that the toll listed in the invoice was for $2.15. I was not the driver and provided an affidavit that outlined this. Secondly, I never had the option to pay just $2.15 on behalf of the original driver because Express Lanes added an administrative fee of $12.50 on the invoice. Third, Express Lanes has a first time forgiveness program but elected to not disclose this as an option. Documents outlining the invoice and the first time forgiveness program are attached (it is even outlined in another BBB complaint).
2. "We reviewed the affidavit that was sent to ** by the customer last October 24, 2022, and these are the information missing:
Name of the registered owner of the vehicle
Name of the nominated driver
Signature of the registered owner of the vehicle
Invoice or trip number
We unable to process the non-liability request due to missing information."
*Adding that I provided this information on my affidavit. Please see attached. Secondly, being asked to name a nominated driver is unconstitutional and I did not provide that information and continued to communicate with Express Lanes for several weeks outlining that I was invoking my constitutional right against self-incrimination (through November 22, 2022 right before I submitted my claim to BBB). Having an option to nominate someone else when that burden is the responsibility of the state is not my responsibility. Capital Beltway Express, LLC, including their subsidiary Express Lanes, outlines that the law they depend on is ********** 33.2-503. HOT lanes enforcement. However, *****************' Constitutions Fifth Amendment (applicable to the government) and Fourteenth Amendment (applicable to states) create rights that are relevant to civil cases and is arguably applicable here under witness privilege, as that is what I would then become under that portion of the statute. Invoking a privilege cannot impose a burden on an individual. In this case, it would be a burden for me to be responsible to further overcome the burden of proof via the preponderance of the evidence when I have already done so by proving I was not the driver in question.
3. "Our records indicate that customer is the registered owner; therefore, the Unpaid Toll Notice would be your responsibility if you are unable to complete the affidavit form."
*Adding that I did complete this process in a timely fashion--well within the 30-day response time. Please see attached documentation. Furthermore, ***************** ************* has upheld that the right to protect against self-incrimination is applicable in civil cases. Although the primary ************* ************* case was criminal in nature and I am seeking consideration in a civil matter, the privilege against self-incriminationapplies to all individuals. See ****************** ******** *** **** **** *** (****). The privilege against self-incrimination protects the individual from being compelled to incriminate [herself] in any manner; it does not distinguish degrees of incrimination. Id. at ***. I denied electing to complete the affidavit because I could not say with certainty who the driver was (please see last email on November 4, 2022). When a privilege is elected, the respect a governmentstate or federalmust accord to the dignity and integrity of its citizens should be upheld and the exercise of those rights must be fully honored. Id. at **** **** However, I do not appreciate being coerced into either incriminating myself because I do not know for certain who was driving, nor do I appreciate nominating someone else on behalf of the state, nor being held responsible for an offense I did not commit.
4. "At this stage, kindly contact the ***************************** for further dispute or to settle the remaining balance."
*Adding an inquiry on who this company is and what remaining balance? Also adding an inquiry on where the incident was located so that I can be given the court information to file my own lawsuit on the matter? Lastly, the times of contact that were provided for ***************************** are not accurate. Therefore, by the numerous omissions given by Capital Beltway Express, LLC, I am very happy to take legal matters into my own hands as the steps taken by the business have caused an extraordinary and irreparable harm with the untruthful statements and violation of my rights.
Regards,
*********Business Response
Date: 02/14/2023
Dear ****************,
We are in receipt of your letter dated January 6,2023 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 had a recent contact with the ******************************************* via phone and email.
The Toll amount of $2.15 escalated to when first and final invoices were not paid. The unpaid invoices then progressed to our collections department where there are additional administrative fees. Here is how the progression of trips to collections happen:
Missed toll (within 5 days of trip) - $1.50 fee
First invoice (**** days after trip) - $12.50 fee
Second invoice (***** 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 ******** law.
The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, its used to offset the costs of recovering the unpaid toll, including image review technology and invoicing.
We were unable to offer First Time Forgiveness when the customer called, as the trips had progressed.
The best offer we can provide is to settle the amount of $27.15 with Express Lanes.
If customer still want to proceed to nominate another driver, they can still fill out the affidavit form completely and send it in to our collections provider or,the customer can send it directly to ** with the complete details and we can process it on our end.
Please see attached file for the affidavit form.
Kindly see below trip detail for your reference.
Trip Number Date/Time Plate State Entry Point Exit Point
********* ********* ***** ******* ** ******** ********
For further questions, Customer can contact ** at **************, Monday through Friday (7:00 AM to 7:00 PM).
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 ******** of ***** 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 Answer
Date: 03/14/2023
[To assist ** 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:There were no additional "trips" and I had called, emailed, and attempting to rectify the matter within the 30-day window as required. As my documentation provided, specifically the emails, there is proof that I successfully completed the steps as I was informed to do. Additionally, when reviewing the invoice, the due date was October 29, 2022. My affidavit was dated and returned to Express Lanes prior to that date and contained all of the information requested within the email I received from one of their representatives. Clearly, they are no longer claiming that they do not have the affidavit nor that it did not contain the information requested.Secondly, the company states that they could not offer the forgiveness because the trips had progressed but per the proof provided with the previous BBB claim, there was also time that had passed would equate to Express Lanes' definition of "trips progressed". The toll was dated in that complaint in May while contact had been acknowledged in June and the BBB claim was created around July of the same year. The trip allegations in this current case was dated in September, I made contact throughout the 2022 months of September, October, November, December, and January 2023 and began my claim with BBB early February 2023 when no additional assistance was being given by the company.Third, the company states that the administrative fee is not a penalty but the invoice itself says that the fees can continue to "escalate" and result in court costs. The very definition of a penalty is to "punish" and that is exactly what Express Lanes is doing.Fourth, Express Lanes claims that the fees begin within 5-days of the trip. The notice was not received for about 2-weeks and once received, I timely contacted the company. Therefore, there would have been no way for me to have been eligible for the lowest fee because I do not have an Express Lanes account, do not frequent the roads that would require it, and as I have stated from day one, I was not the driver in question. Express Lanes' communication is also contradictory for the very facts set forth here.It is clear that Express Lanes erroneously did not adhere to the policies and therefore, this matter should be reversed and resolved in my favor in full or at the very least, not for a cent over the amount of the original toll although I continue to claim my innocence and that it is not my burden to prove when I have air tight proof that I was not driving. I see that Express Lanes also stated that I "processed a payment," which I have not. I also am not "educated" about the Express Lanes process--I merely did my due diligence once I was not receiving any assistance after January 2023 and the information provided was due to my searches of ******** law. Additionally, there is not any information to update with the ******** of ***** Vehicles to receive any invoice which makes it seem that the latter portion of their response was automated from another customer's letter.Additionally, I also asked for the proper county in which the matter allegedly happened because if the organization will not honor this process, then I will proceed in my own fashion. Filling out an affidavit form with the proper notary is costly (which I notated to Express Lanes before). I verify once again that everything I am stating is true and I continue to request the relief as provided in my original complaint. I am owed the requests as provided within the original complaint, which further align with this response, and will not settle for anything less.
Regards,
*********Business Response
Date: 04/28/2023
Dear ****************,
We are in receipt of your letter dated January 6,2023 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 ******************************************* via phone and email.
At this stage, we are authorized to offer the customer to settle toll amount of $2.15 for the trip on September 10, 2022.
To process the payment, please let the customer contact ** at **************, Monday through Friday (7:00 AM to 7:00 PM).
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 ******** of ***** 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 Answer
Date: 05/09/2023
[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 have not had any recent communication with ExpressLanesthey have not emailed me nor called me. Therefore, I am resubmitting my latest response and supporting documents because ExpressLanes has not addressed the issue at hand which is this charge is invalid, I correctly completed their process to clear my name, and should they continue to push for payment versus truly addressing the process that I followed, I should be offered the First Time Forgiveness option.
Thank you.
[RESUBMISSION OF PREVIOUS RESPONSE DUE TO EXPRESSLANES NOT ANSWERING IT]
There were no additional "trips" and I had called, emailed, and attempting to rectify the matter within the 30-day window as required. As my documentation provided, specifically the emails, there is proof that I successfully completed the steps as I was informed to do. Additionally, when reviewing the invoice, the due date was October 29, 2022. My affidavit was dated and returned to Express Lanes prior to that date and contained all of the information requested within the email I received from one of their representatives. Clearly, they are no longer claiming that they do not have the affidavit nor that it did not contain the information requested.
Secondly, the company states that they could not offer the forgiveness because the trips had progressed but per the proof provided with the previous BBB claim, there was also time that had passed would equate to Express Lanes' definition of "trips progressed". The toll was dated in that complaint in May while contact had been acknowledged in June and the BBB claim was created around July of the same year. The trip allegations in this current case was dated in September, I made contact throughout the 2022 months of September, October, November, December, and January 2023 and began my claim with BBB early February 2023 when no additional assistance was being given by the company.
Third, the company states that the administrative fee is not a penalty but the invoice itself says that the fees can continue to "escalate" and result in court costs. The very definition of a penalty is to "punish" and that is exactly what Express Lanes is doing.
Fourth, Express Lanes claims that the fees begin within 5-days of the trip. The notice was not received for about 2-weeks and once received, I timely contacted the company. Therefore, there would have been no way for me to have been eligible for the lowest fee because I do not have an Express Lanes account, do not frequent the roads that would require it, and as I have stated from day one, I was not the driver in question. Express Lanes' communication is also contradictory for the very facts set forth here.
It is clear that Express Lanes erroneously did not adhere to the policies and therefore, this matter should be reversed and resolved in my favor in full or at the very least, not for a cent over the amount of the original toll although I continue to claim my innocence and that it is not my burden to prove when I have air tight proof that I was not driving. I see that Express Lanes also stated that I "processed a payment," which I have not. I also am not "educated" about the Express Lanes process--I merely did my due diligence once I was not receiving any assistance after January 2023 and the information provided was due to my searches of ******** law. Additionally, there is not any information to update with the ******** of ***** Vehicles to receive any invoice which makes it seem that the latter portion of their response was automated from another customer's letter.
Additionally, I also asked for the proper county in which the matter allegedly happened because if the organization will not honor this process, then I will proceed in my own fashion. Filling out an affidavit form with the proper notary is costly (which I notated to Express Lanes before). I verify once again that everything I am stating is true and I continue to request the relief as provided in my original complaint. I am owed the requests as provided within the original complaint, which further align with this response, and will not settle for anything less.
Regards,
*********Initial Complaint
Date:10/31/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received email notifications from ********** Express Lanes (*************************) stating I had missed a payment on a trip (due to low/no funds on my account). I received the first notification on Friday the 28th at 7:50pm, I then proceeded to get a few more over the course of the weekend.Come Monday (31st) I log into the express lanes website and using my license plate I pull up my account, which states I owe $0.00 (picture available). Many folks would stop at this point, but knowing that this company charges astronomical "admin fees" on missed trips that go unpaid for more than a few days I followed up. When I spoke to customer service they stated have 4 missed trips dating from the 17th-19th of this month totaling $37. When I questioned why the info on the site was different than what they stated they said that I only had 5 days to pay the missed trip on the website before it was removed or hidden. Then my only option was to speak to them, or if I hadn't I would have received a invoice of the same $37 with an additional $50 tacked on per missed trip totaling $237. When I questioned why the notification came out days after the fee had been removed from being payable on the website and nearly 10 days after the missed trip, they stated it was a system generated email and they couldn't do anything. This company is intentionally sending out notifications after the payment window has closed and then showing a $0.00 balance due, when that is in fact not the case. I believe that this company is using false information to extort extra money form unsuspecting customers who don't do their own proper due diligence.Thank you,Business Response
Date: 11/22/2022
Dear ****************,
We are in receipt of your letter dated September 12,2022 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 ******* account was in negative balance; (ii) the Customer has a recent contact with the Express Lanes via phone; and (ii) charges remains valid.
We do acknowledge the that the notifications for Missed a Toll were sent late than the usual due to the system upgrade that we had for the last month.
The charges were not accepted by the ******* agency during the trips in question, due to a negative ******* balance, the account was in a negative balance status, there was not enough funds to cover the trips which resulted in an invoice being sent by note, the Express Lanes and ******* are two separate entities.
The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (*********************************). The administrative fees are a way to recover, in part, the enforcement cost incurred collecting the unpaid toll. All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.
Our records indicate a payment via Phone in the amount of $37.20 for trips from October 17-19, 2022, has now applied on the account number ******* with confirmation number of *********.
They are still 1 invoice that currently outstanding for the trips from October 20, 2022, amount of $41.90.
To learn more about ******* and Missed A Toll, please visit our website at ********************.
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
Date:10/04/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Received a bill for tolls missed. I have transponders in all vehicles and a positive balance on my ****** account according to ******. Called Express Lanes and spoke with ***** who advised me that my transponders weren't detected or could be faulty and that I needed to contact ******. Contacted ****** who confirmed that the transponders were working and that there was a positive amount on my account. They said Express Lanes enters their own fees and that ****** has nothing to do with that. They advised that I call Express Lanes. I have been charged over $500 for these tolls. I called Express Lanes back and spoke to ***** again. I asked to speak to a supervisor, but none were available due to meetings. Express Lanes denies any responsibility advising that when they can't detect the transponder, they do not have the ability to charge based on the license plate and that this is an ****** issue. I would like a refund for the administrative and other fees.Business Response
Date: 12/29/2022
Dear ****************,
We are in receipt of your letter dated October 27,2022 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 was not properly mounting; (ii) the Customer has a recent contact with the Express Lanes via phone; and (ii) charges remains valid.
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 *************************************************;
The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (*****************************************************************). The administrative fees are a way to recover, in part, the enforcement cost incurred collecting the unpaid toll. All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.
Our records indicate payments with the total amount of $640.65 has been applied to account numbers 4362378.
$20.10 *********
$205.***********
$54.85-*********
$234.50-*********
$95.30-*********
$30.20-*********
We are unable to refund the payment of 640.65 as the charges are valid.
We can charge by plate just make sure that the license plate number was link to the transponder and account has sufficient fund.
They are still 1 invoice that currently outstanding for the trips from August 1,2022, amount of $34.45.
To prevent future invoices, please contact customers ******* agency to update their account.
We are motivated to amicably resolve the Customers issues in an efficient manner. Since the customer processed a payment and was educated about the Express Lanes process, the charge remains valid. We highly suggest the Customer to update their information with the Division of Motor Vehicles to receive the invoice in a timely manner.
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.Initial Complaint
Date:07/12/2022
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
One July 1, 2022, I added a rental car that was obtained on June 29, 2022 to my ****** as suggested. I was subsequently charged 21$ for a trip that was made on June 24, 2022. After filing a dispute and being asked to provide my rental agreement which shows I didn't have the car when the $21 trip was made, Express Lanes is refusing to refund the charge. They are saying the charge is valid because the license plate on the vehicle took the express toll and that it doesn't matter that the car was not yet in my possession. The rental agreement is in the name of ***********************. He is an authorized user on my ****** Account.A copy of my eMail correspondence with Express Lanes is attached.Business Response
Date: 12/29/2022
Dear ****************,
We are confirming the following case has been resolved and there is no action additional action needed.
We are in receipt of your letter dated July 29 ,2022 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 last June 24, 2022(ii) the Customer has a recent contact with the Express Lanes via phone and email; and (ii) charges remains valid.
We reviewed the attachment customer sent with their rental agreement last July 7, 2022, and we confirmed that the customer just rented the car from June 29, 2022, till July 26, 2022.
We confirmed that the trip last 24, 2022 amounting $21.00 has been reversed to your account with ******.
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
Date:06/30/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a letter that I didn't properly display my ******* so I was charged and sent an invoice. I paid that invoice. 6 months later I get a letter saying there were 9 other infractions that they never sent me a letter about that they are now trying to charge me admin fees for ($200 per infraction). I have tried to communicate directly with the organization and they threaten to send me to collections specifically to get their admin fees paid. I am not trying to get out of paying my tolls, I have communicated that. However, I have filed multiple disputes and been on the phone for hours on hold but no answers have been communicated to date.Business Response
Date: 08/01/2022
Dear ****************,
We are in receipt of your letter, dated July 12,2022, 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 an improperly mounted ******* (ii) the Customer had a recent contact with the Express Lanes via phone; and (ii) charges remains valid. (iii) We did advise customer to call NCC since the trips were sent to collections.
The transponder was not read during the trips in question due to improper mounting, which caused invoices to be issued. To prevent future invoices, please reference the ******* mounting instructions https://www.********.com/pdfs/mounting.pdf/, terms and conditions https://www.********.com/pdfs/agreement.pdf.
Our records show the invoices were mailed to the address on file with DMV,**** ***** **** **** Millersville, MD, *****. Once the payment deadline passed, the customer’s account was forwarded on to our collection’s provider, Nationwide Credit Corporation.
At this stage, here’s what the customer can do:
• Contact the DMV to ensure your address is up to date.
• Most importantly, settle your invoice with Collections
We acknowledge the customer contacted the Express Lanes in reference to unpaid tolls on June 29,2022 via phone. The customer account was referred to collection.
The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs). The administrative fees are a way to recover, in part, the enforcement cost incurred collecting the unpaid toll. All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.
It’s best to deal with payment sooner rather than later, and at this stage, Customer 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 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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