ComplaintsforDulles Greenway

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was driving in Virginia for a couple days while visiting in-laws on 5/27 & 5/28. A few weeks after returning home, I received two Notices of Unpaid Toll in the mail with a litany of tolls and administrative fees from various states. I paid all of them, including Pennsylvania, with no issues. However, the DullesGreenway website is broken and won't let me pay. I searched by my serial number and date, but my toll amounts either didn't exist or were different than what I receive don the written notices. Thus, I paid what the website would allow me to. Subsequently, I received two more Notices of Unpaid Toll for the full amounts, despite having made partial payment. So I called DullesGreenway and the automated voice prompt said to leave a voicemail. The voicemail prompt said the mailbox is full and it ended the call. I emailed them twice in the last month and have received no response. I'm afraid filing this complaint is my only recourse since there is no customer service to speak of, yet I keep receiving notices in the mail threatening prosecution.

  Business response

  08/14/2023

  This matter was resolved last week with ******************.

  Customer response

  08/17/2023

  [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 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

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received an unpaid toll notice for a May 12, 2023 10:15am toll when we and our vehicle were at our doctors for an endoscopy procedure at 10Am in *************************. Received a second unpaid notice a month later after I already sent in a dispute through their automated email process with no correspondence from them. I have called and left a message, called back and now the phone in box is full and can't take anymore messages. Sent a contact message via their website and another dispute through their automated services with no correspondence. On July 21, 2023 I have sent via mail a dispute with printed documentation of our location at the time of the toll.

  Business response

  08/04/2023

  This matter was resolved on 7/24/23.  The violation was dismissed after the camera system misread the license plate.

  Customer response

  08/10/2023

  [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 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

  06/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dulles Greenway send me a notification of an unpaid toll violation on April 13. The toll was related to a rental car my spouse was using. We had a transponder in the vehicle, but it did not pick up this toll. I have left messages, emailed, and tried to contact them through their website. No one has responded. There is no way to reach a human being. The toll feel is for 32.25, and there is no toll in the world that should cost that much. There is no explanation of the fees or justification for why the cost is 32.25. Please help my contact a person or have the business respond to me. Thank you.

  Business response

  07/14/2023

  We returned ************** phone call today.

  Business response

  07/17/2023

  This matter was resolved on Friday July 14th.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not have a transponder in my 2nd vehicle, the toll was $7.25 - and even though it is not late yet, Dulles Greenway is automatically charging a $25 administration fee... which is an unreasonable 345% markup on their single event earning.

  Business response

  07/17/2023

  We follow the Virginia state law for failure to pay toll.  The fee is state by the state of Virginia.

   46.2-819. Use of toll facility without payment of toll; circumstances to be considered in assessing penalty.

  The toll facility operator may impose and collect an administrative fee in addition to the unpaid toll so as to recover the expenses of collecting the unpaid toll, which administrative fee shall be reasonably related to the actual cost of collecting the unpaid toll and not exceed $100 per violation. Such fee may be levied upon the operator of the vehicle after the first unpaid toll has been documented. The operator of the vehicle shall pay the unpaid toll and any administrative fee detailed in an invoice for the unpaid toll issued by a toll facility operator. If paid within 60 days of notification, the administrative fee shall not exceed $25.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a notice for an unpaid toll that was an error and after over a month in attempting to reach them by all the means available (email and phone) I never received a response. There is no option to speak directly to a representative as you can only leave a voicemail and at times the voicemail box is full.

  Business response

  06/30/2023

  The issue was resolved on June 14th.  I apologize for any inconvenience this may have caused you.  We are experiencing a higher-than-expected call volume since we moved the toll gates.  We are also having problems filling vacant customer service rep positions. 

  Customer response

  07/02/2023

  [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 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

  05/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received the letter from dullesgreenway.com on 20th April 2023.It is about the toll notice.They were adding unnecessary admin fee for each serial no. ************************************ fee $7.25 for each toll. I should have to pay $14.50 only. They added $50 extra looks like unlawful and against the consumer rights.I never received the letter from dullessgreenway.com before. From the first letter they charged me $50 extra for admin fee which is really unacceptable.I tried to contact the office. Their phone system not giving access to contact. I emailed them and didn't get response. I was tired and finally paid the bills. I don't want they add more and more and terrifying me. I would like to request BBB if they can help to refund my $50.

  Business response

  06/14/2023

  We follow the Code of Virginia 46.2-819.1. 

  The toll facility operator may impose and collect an administrative fee in addition to the unpaid toll so as to recover the expenses of collecting the unpaid toll, which administrative fee shall be reasonably related to the actual cost of collecting the unpaid toll and not exceed $100 per violation. Such fee may be levied upon the operator of the vehicle after the first unpaid toll has been documented. The operator of the vehicle shall pay the unpaid toll and any administrative fee detailed in an invoice for the unpaid toll issued by a toll facility operator. If paid within 60 days of notification, the administrative fee shall not exceed $25.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/31/2022, my partner and I drove through a toll plaza on the Dulles Greenway (toll plaza 101). We take this toll plaza often, and as we proceeded towards the the toll, we noticed the arm on every ** pass lane was up (when they usually are down). Therefore, we proceeded as we always do through the toll plaza to pay via ** Pass, with our ** pass placed on her car windshield as it always **** few weeks later, we received an unpaid toll notice, asking us to pay the toll amount $6.75, plus a $25 administrative fee. I checked our ** Pass account, and we successfully paid a toll through the plaza on Route 276 (connecting Toll road) less than 5 min later, so it wasn't an issue with our ** pass or the balance on the pass itself. I reached out on behalf of my partner who owns the car (*****************************, ** Pass serial *****************, and disputed the $25 administration fee, saying we were happy to pay the toll amount but not the admin fee because it was clearly the toll plaza not working correctly given that 1) the toll arms for the ** Pass lanes were up when they are usually down, and 2) that we successfully went through another toll with no issue on the same trip. I provided them with all of this information.In response, they reduced the admin fee down to $10, as a "courtesy". I replied again and provided even more detail, including ** Pass statements, confirming our story and asking them simply to waive the admin fee completely.They refused this request. After looking at some other complaints on here, it seems as though this is not the first time that this has happen. They charge customers erroneous administrative fees, when the customer had no part in the violation, and it was actually their technology that was failing. The $10 is not the issue here, it's how they do this at scale to profit more off of their paying customers, when they should be correcting their mistake.

  Business response

  03/21/2023

  The gates in the ***Pass lanes are locked up at all times on the Greenway at our mainline toll plaza.  However, you will still receive a red light and a buzzer goes off if you fail to pay the toll.  If you pass through the lane and your ***Pass device does not work. Then you have 10 days to contact us to pay for your missed toll with no fee.  We even tried for 10 days to collect the toll from his **ZPass by the license plate but it was not linked to his account.  As a one-time courtesy we did reduce the admin fee to $10. The payment was made online on 2/6 for the reduced amount.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an issue with my ** **** on the Dulles Greenway in May 2022 and received a notice of an unpaid toll in August. I contacted the greenway about the issue and requested a waive of the administrative fee. They told me to send the months account statement from the pass to [email protected], which I did on September 2nd. Dulles Greenway did not respond to my email, and now has hired a collection agency on me. They're also claiming that they never received my email and can do nothing about the charge.

  Business response

  03/02/2023

  We did receive an email from ************** on August 24 regarding a toll violation. One of our customer service reps named *** respond to ************** email on August 24 requesting additional documentation because the receipt ************** provided was from the Virginia *********************** claiming he had already paid for the toll. Instead of emailing the information directly to *** on September 2, ************** sent the information to [email protected].  ****************** follow up email was marked as spam on 9/2.   ************** contacted us again on February 13 after receiving a collection notice that's when we searched the spam folder and I saw his email from September 2. We agreed to waive the admin fee and remove the violation from collection. ************** paid the $6.75 on February 22.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I RECEIVED THE LETTER "NOTICE OF UNPAID ****" DATED 1/26/23 FOR A TRIP MADE 1/6/23 FROM DULLES GREENWAY.SERIAL NUMBER: **************** **** $7.25 ADMIN FEE $25 TOTAL DUE $32.25.I MADE THIS TRIP; I MADE EFFORTS TO PAY THE ***** DUE ONLINE. I AM ATTACHING A RECEIPT FOR THE **** I FOUND AS WELL AS A CONFIRMATION OF REQUEST TO NOTIFY ME OF ANY OTHER *****. THE NOTICE OF UNPAID **** DUE LETTER I RECEIVED 1/30/23 IS MY FIRST NOTICE OF THIS **** DUE. I WOULD LIKE TO PAY THE **** OF $7.25. THE $25 ADMIN FEE IS EXORBITANT AND UNFAIR.I SUSPECT THE MAJORITY OF TRAVELERS THAT GET HIT WITH THESE 333% MARKED UP FEES, LIKE ME, ARE FOLKS THAT NEITHER FREQUENT THIS STRETCH NOR UNDERSTAND THE *****. THE BOOTHS SEEM PRIMARILY UNMANNED. I STOPPED AT ONE BOOTH, AND SOMEONE OVERTLY GESTURED ME THROUGH. THERE'S NO CLEAR INDICATION OF WHO AND HOW TO MAKE PAYMENT. THROUGH MY OWN SEARCH, I FOUND AND PAYED WHAT I THOUGHT WAS MY ****. I ALSO SET UP NOTIFICATION SO I'D BE ALERTED AS TO FUTURE *****. I RECEIVED NONE UNTIL THIS NOTICE DATED 1/26. ALBEIT SMALL, THIS JUST FEELS ABUSIVE IN NATURE. I'M LEFT QUESTIONING THE FAIRNESS WITH REGARDS TO CONSUMER PROTECTIONS. THANK YOU.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a notice in the mail of an unpaid toll that I disputed with the Dulles Greenway via email ( [email protected]) on March 16, 2022 because this toll was paid and this notice was sent in error. I have automatic credit card fund reload on my transponders so I do not have issues with negative balances and unpaid tolls. I called ** **** VA that day and they also confirmed that the toll was paid. With my emailed dispute, I attached my November 2021 statement for their review showing that the toll was paid. Of note, the unpaid notice states that I went through the toll (plaza 101 lane 12) at 12:07 pm. On my ** **** statement, it shows the toll paid 11/19/2021 at 12:08 pm (plaza 101 lane 12) with a positive balance of $60.05 after paying this $6.50 toll. I got an email from customer service representative, Samuel J*********, on March 16, 2022 summarizing that my account was reviewed and the violation was dismissed (email is attached). I received a letter in the mail from *** on 4/22/22 informing me that this toll that was allegedly dismissed had been sent to a collections agency. This toll was assigned to the collection agency in error and I need this resolved and removed from my credit report. I reached out to Dulles Greenway via email on May 4 and May 9 requesting this collections issue to be resolved and I got no response. I have also called the business several times and the customer service agent was unhelpful and rushed me off the phone. Attached are the following documents: email correspondence with Dulles Greenway including initial dispute of toll from me and a disregard toll notice followup from the business, ** **** statement showing that the toll was paid, and notice of assignment to collections agency.

  Business response

  10/26/2022

  --------- Forwarded message ---------
  From: Terry H****** <********@dullesgreenway.com>
  Date: Tue, Oct 25, 2022 at 10:07 AM
  Subject: RE: Dulles Greenway
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Good morning,

   

  Thank you for providing the information necessary for us to investigate the validity of the above referenced complaint.  We reviewed the information you provided as well as our data. After completing the review, we agree that *** ********** did contact the Dulles Greenway regarding a toll violation.  One of our customer service representatives failed not remove the violation from our system as stated in his email.  The violation was sent to our collection agency. The violation was removed from collection following *** **********’s email on May 9^th. However, the customer service representative failed to follow up with an email stating the matter was resolved.  We take full responsibility for this oversight, and we apologize for any inconvenience this may have caused. 

   

  If you have additional comments or questions, please feel free to contact me at ************.

  Best regards,

  Terry H******

*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. ↩