ComplaintsforI-66 Express Mobility Partners LLC

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Over 2 months ago I filed a dispute for a incorrect charge on my **Pass. I was in the HOV lanes and HOV compliant but was charged 17.10 to my transponder. On July 14th I received an email stating I would be receiving a refund to my account for 17.10 within 5 to 10 business days. Never received the refund. I keep calling and each person keeps telling me to wait another 5 to 10 days. Will not transfer to a supervisor when asked. Plate number is *******. Transponder number ***********.

• Initial Complaint

  05/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called on 3/29 to dispute and was told that I would be credited within 5 days. I still have not been credited. I was told my account was accidently charged for another vehicle transponder. I was told it was class 9 vehicle but I don't have a class nine and I was not on the express lane, but on a regular lane. The charge and dates are below.Entry Plaza - Time: 413 - 3/23/2023 1:58:02 PM Exit Plaza - Time: 425 - 3/23/2023 2:12:55 PM Charge Amount: (147.30)I have followed up with multiple emails and calls and each time was told the matter was being looked into and would be credited within days. It has been 2 months and still no credit has been issued and I keep getting told that the credit is coming.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 25 and May 2 of 2023, I drove on I-66 from Haymarket, VA to Exit ** in the morning and returned in the afternoon. I purposely did not take the Express Lanes because it costs me around $25 each way to drive in the express lanes. I drove mostly in the furthest left lane on the regular I-66 lanes and it took much longer due to the traffic. The ** Express toll plaza still read my transponder and charged me a total of $57.75. The entry and exit times on the toll charges make no sense, either, as it takes me almost an hour to get from Haymarket to exit 75 when NOT taking the express lanes. For instance, one charge says I entered plaza GRD at 5:51 pm and exited at CBE at 5:58 pm. This would be my return from exit 75 to Haymarket VA. I called ** **** and entered a dispute for the charges. I received a notice today that because my transponder pinged, I'm responsible for the charges. The toll dispute # is *******. Virginia ** **** is charging customers tolls even when they are not in the express lanes, just because their transponder pings when near the express lanes, but not in them. This needs to be corrected. They are stealing money from people.

  Customer response

  06/08/2023

  --------- Forwarded message ---------
  From: <********************>
  Date: Wed, Jun 7, 2023 at 3:00 PM
  Subject: complaint #********; I-66 Express Mobility Partners LLC
  To: <drteam@mybbb.org>
  
  

  complaint #********; I-66 Express Mobility Partners LLC

  Hello,

  Even though I did not take the Express lanes from Haymarket to the end of the Express Lanes that are separated from the regular lanes, once the Express Lanes end, ALL lanes turn into “Express Lanes” on I-66 going into DC.  So, there is no way for me to drive into DC without using an express lane on I-66.  I have to take I-395 and I-495. 
  
  Originally, I did not know that ALL lanes are express lanes going into DC starting at around the I-495 exit. 

  As a result of this new information, I would like to retract my complaint.  Although I still think $30 to drive into DC on I-66 is way too expensive!

  Thank you,

  ***** ******

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a complaint against I 66 Mobility Express (********, **), which operates *************.com and processes toll violations. I am seeking closure of a citation and compensation for material costs and time spent dealing with this. On February 14, 2023, I received through postal mail a toll violation (Notice **********-1) to my residence. The violation was addressed to a person with the same name as me except a different middle initial and provided photographic evidence of a ***** with ** plates ****** (redacted). However, I am not this person with a similar name, nor do I know this person. Further, I have never owned a *****, nor have I ever had any contact with a vehicle with the ** plates in question. It was obvious to me that *************.com made a mistake and linked this other person to my address. It seemed like it should be an easy fix, but no. I have had numerous exchanges with *************.com and they don't do what they say they will. I have worked with the ** *** to produce a historic list of all vehicles registered to me in ******** since **** to prove I have never owned the vehicle in question. They don't acknowledge it. *************.com tells me the toll violation will be removed, but it isnt. Instead, it is escalated, with additional fines added and threats of going to collections. They continue to insist that I must pay for this other person's violation, yet they do not respond to emails. They need to stop associating me and my address with this other person, telling me I am responsible for his fine, and they must compensate me for the time Ive wasted fixing their mistake. No private company should require me to prove that I dont owe them money, but *** spent **** hours on this so far. My fully loaded rate is $258.76/hour, plus I spent $22 (with shipping) getting the certified documents from ** ***. Im asking for $3,075.40 and will go through small claims if necessary.

*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. ↩