Complaints

The 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:01/06/2025

  Type:Billing Issues
  Status:

  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.

  In April of this year, I reached out to Elizabeth River Tunnels via email ([email protected]), regarding a collection notice I received about an unpaid toll. They replied with information related to the transaction that a toll by mail was sent to me at a past residence in 2023 (I did not receive this bill and know for certain that my address with the *** was correct as I got a new drivers license in July with my current address on it, the false reported bill was from October 2023). The photographed vehicle was not mine (a black Chevrolet Silverado, I have a Blue Toyota Camry) the temporary Virginia plate numbers did match, however. I informed them of this mistake and they continued to tell me that the payment is due as “Manual review of images from our roadway confirms that the license plate and vehicle description are correct in all transactions”. I have never owned a vehicle as such (my history of vehicles have never included a truck and u have owned only Toyotas since 2020). They are refusing to remove the collection unless I purchase a *** record to prove the vehicle is not mine. I find this criminal. I should not have to pay to prove this, they should be required to prove, without a doubt, that vehicle is mine (which is is not and never has been). I even provided proof of my car, and record that I was out of the country at the time the toll was used. Upon further review of their ****** page, this seems to be a common occurrence. Multiple bad reviews for false reporting and/or double charging toll values. This is unacceptable.

  

  Business Response

  Date: 01/07/2025

  We emailed the customer on 1/7/25 with a request for additional documentation in order to proceed with the dispute.

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  ERT continues to only ask for the registration on my CAR that they know the details to. They already asked me for this on 12/31 (************ ** ***********). I have received NO FURTHER COMMUNICATION other than these automated messages that simply request this document without the address of my concerns. How is it that they know the VIN to my car and all the details to that car, but they cannot admit that the photo of the vehicle does not match the description of my car. My registration should not be relevant here and I feel like asking for my registration is a scam of some sort for my information. Additionally attached is another screenshot (************) I provided them in April 2024 of my *** account online showing my name, my active license number, and singular registered car for a Camry SEDAN. To show the BBB, I have also attached the ERT bill with the photo that clearly (in daylight) shows a black Chevrolet TRUCK. I want an email from the ERT that states the charges have been removed and the collection closed for the business’ ERROR. I should not need to provide any further personal details that put my privacy at risk. 
  
  For the BBB record ************* that was also sent to ERT in April), the reason I can see this error occurring on their part, is because when I purchased my SEDAN, the temporary Virginia license plate matches the one that the TRUCK had in October. My purchased my car in February of 2023 and had my permanent plate numbers by March 2023. This toll occurred in October. Attached is a photo of my blue sedan with the same temporary plates that the black truck was issued. I would understand further need for documentation if the car description matched, but it DOES NOT. 

  I have tried to upload the documents noted above but your system is rejecting them for being too large. I do not know how to upload them in the time allowed. 
  Sincerely,
  
  Tessa ********

  

  Business Response

  Date: 01/13/2025

  We sent an email to the customer requesting additional information.

  Dear ERT Customer,
  
  Thank you for contacting Elizabeth River Tunnels. To further assist you, please provide a copy of your Vehicle Registration for VIN number 4T1G11AK6PU130316 to proceed with your dispute. There are multiple ways to send a document:
  - Via email to [email protected]
  - *** *** ** ***** ********
  - *** **** ** ** *** ******* ******* ** **********
  - In person at our Customer Care Center located at *** ****** ****** *********** ** ***** between the hours of 8:00 am through 5:00 pm, Monday through Friday
  
  Once we receive the requested information, we will follow up with you by the end of the second business day upon receipt of your documentation with a resolution.
  
  Respectfully,
  
  Elizabeth River Tunnels Customer Care Team Member

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  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.

  I received a bill by ***** *** for an Elizabeth River Tunnel toll that is FALSE, wrong ! The bill is from 10/25/2024, 10:31pm ******* ****** with a license plate that is NOT mine ! I do not live there, I do not drive there. Please correct this ERROR and avoid all future errors. This is likely a spam, fraud effort to extort money from innocent drivers.

  

  Business Response

  Date: 12/18/2024

  We reviewed the account and adjusted the balance to *** We notified the customer of the resolution via email on 12/18/24.

  Customer Answer

  Date: 12/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  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 notice of a Pay by Plate toll for my car in September which had the toll and a charge for my van from a year ago. I reached out to find out about the van toll and how a toll of about * ******* could turn into around ******* I explained that I would like to pay the car toll and dispute the van toll. They "reviewed" the account and told me that everything was correct and I would need to pay the account in full. While exchanging emails to dispute the van charges, they tacked on more charges and put a *** *old on my van. The new total was ****** which I have now paid because I am afraid that they will try and extort more money from me. I would like to have the van's extra fees that I was forced to pay returned to me because I never received notice about it and as soon as I did I tried to contest it and instead of working with me they just added more charges.

  

  Business Response

  Date: 12/10/2024

  We emailed the customer on 12/10/24 with a breakdown of the customers balance and options to make a payment. 

• Initial Complaint

  Date:11/10/2024

  Type:Billing Issues
  Status:

  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 one account for two cars and two transporders (one for me and one for my wife). For the last 6 months I have been trying to resolve a double billing issue and an improper billing issue with the Elizabeth River Tunnels toll company. Moreover, one of our cars was not used for several months (both my wife and I work together at the same location) and we were still receiving billings for crossing we did not do. The company dismissed my claims, send me a new transporder, and kept sending excessive invoices. The amount they are currently claiming almost triplicates the amount we spent in tolls crossings during the entire 2023 year. The invoices arrive at the same address and are related to 3 different accounts (again, we are one family, 2 cars, one address, one work location): #******** #******** *** ********. Moreover, the picture of the license plate in some of the invoices does not even belong to our cars (which are registered in their website, of course) and it is a license plate of a car we never owned or drove or rent or anything. At the moment, the company is harassing us with collectors and cancelling our vehicle registrations. Every attempt to address this matter was dismissed by them and we feel discriminated, victims of a predatory billing practice and cornered to pay thousands of dollars for services that we di not use. We request that this mistreatment will be rectified immediately and we agree to pay any toll crossing that we have truly done. We cannot pay bogus crossing of cars that are not ours and/pr the same crossing over and over. We appreciate your guidance in this matter that is causing terrible distress for our family and in particular my disabled wife. Sincerely, ******* *****

  

  Business Response

  Date: 11/25/2024

  We contacted the customer via email on 11/15/24. The ******* was account was negative during the time of travel, resulting in receiving statements from DriveERT at the higher priced Pay by Plate rate.

  Customer Answer

  Date: 11/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: this does not address the duplicate billing or the billing for a car that does not belong to us.

  I agree to pay my crossings but not the ones billed twice or crossings improperly billed.

  This is a predatory billing practice that it is affecting my family as a whole.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/05/2024

  We emailed the customer on 12/2/24. We reviewed the account and determined all transactions to be valid and not double billed. The E-ZPass was negative at the time of travel and was not able to be billed for the transactions we sent a Pay by Plate Statement for. 

• Initial Complaint

  Date:10/31/2024

  Type:Billing Issues
  Status:

  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 bill from Elizabeth River tolls and when I got a bill, it had a late fee of **** The original bill was six dollars Which I never received! When I called them, I advised them that I never received the first bill that I shouldn’t be penalized for $** when I never received the first bill. The lady argued with me that nothing was returned, and that I was responsible for the late fee. I also advised her that things get lost in the mail and I asked to speak to a supervisor and she said someone would call me back. No one did! Since then I have called their department three more times disputing the charges because they keep adding late fees. The bill is now *******! I have emailed them twice with no response and now I cannot get my tags, registration or renew anything because of this. What has Started at six dollars has ridiculously improved to ******* and feel that I am being robbed with fees when no one has attempted to call me back leave me messages or send me any emails or correspondence through mail!! How are they allowed to charge such outrageous prices and late fees and not try to resolve it with the client?

  

  Business Response

  Date: 11/05/2024

  Consumer was offered multiple settlements, since 10/13/2024 via telephone.

  Consumer was offered a final settlement on 10/30/2024 to resolve the account.

  The Consumer paid their account in full on 10/30/2024.

  
  Thank you.

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  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 a collections letter about a toll in Virginia. I have not driven there, nor do I own a motorcycle with that plate. I just received my new plate for my MINIVAN. Apparently, the plate was assigned to someone BEFORE me and I now have a collection in my name!!

  

  Business Response

  Date: 11/05/2024

  An email response was sent to consumer on 11/1/2024 to inform the charges were removed and the account closed.

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  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.

  ******** sent an amount owed with a fake/too dark to discern photo supposedly my vehicle for Midtown Tunnel, wherever that is at a date and time that is impossible since I was on my way to airport in Chattanooga, TN in my wife's car. Their supposed proof was a totally black image that is not even readable. I had not driven the vehicle in question on the day of the picture or for many days after that as I was in Alaska. This is a SCAM company trying to get people to pay for something that they didn't do. I have documented proof of flights on the morning they are accusing me"picture".

  

  Business Response

  Date: 10/23/2024

  Good morning,

  On 10/22/2024, we removed the charge from the customer's account. 

  A follow up call was made to the customer at the number provided, the customer was not available.  A message was left for the customer to inform the matter has been resolved.

  Thank you.

• Initial Complaint

  Date:10/18/2024

  Type:Billing Issues
  Status:

  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 bill from Drive ERT for toll fees for the Midtown Tunnel for a license plate not registered to me. I have never been on the Midtown Tunnel in my life and this is not my license plate. Says I owe $***** Reference * *********

  

  Business Response

  Date: 10/22/2024

  The account was adjusted.  The resolution was sent via email on 10/21.

• Initial Complaint

  Date:10/17/2024

  Type:Billing Issues
  Status:

  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 bill in the mail for toll fees from August, then an added late fee of $** because I disregarded the original bill knowing it couldn't have been my bill. The tolls and tunnel are in Virginia!! I live in Michigan and have never even been to Virginia. I tried to file a dispute multiple times but it keeps giving an error. I believe this is a scam and want the charge removed. I did not pay yet, but want the charge and account removed.

  

  Business Response

  Date: 10/22/2024

  The account was adjusted.  The resolution was sent via email on 10/21.

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  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.

  Yes, I have received some certified letters that came from Elizabeth River Tunnel and I had call to let them know that that wasn’t me. I don’t drive across the water and I also let him know that I saw two of my car is off, so I’m so I’m not sure how they got my plates on camera because like I said, I don’t drive across the water, and then he proceeded to tell me that the balance is like *** and something dollars and I would like to get this matter resolved but I am disputing they’re all their chargers cause I don’t drive across the water

  

  Business Response

  Date: 10/15/2024

  We replied to the customers concern via email on 10/14.

  Customer Answer

  Date: 10/25/2024

  Yes, I forgot to also, add this to my complaint that the Elizabeth River tunnel claim that they sent me a bottle of check since I didn’t use the last easy pass. I’ll let you know that I do not drive over there. I never received a five dollar check I was also told that I can turn that device in and get the remainder balance. It was the $20 that was uploaded and I did it on the phone on the app a year ago to get a easy pass.