Capital Beltway Express, LLC

Dear [redacted],We are in receipt of your letter dated September 12, 2016, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer was in contact with the Express Lanes (ii) the...

Customer was advised the administrative fee would be waived; (iii), and (iv) an adjustment has been applied to the account. We respond to all correspondence within three business days in the order they are received. The Customer sent an email regarding the account on September 6, 2016. At that time, the customer was asked to provide additional information to verify the account and we received the customer’s response on September 11, 2016. We acknowledge the Customer contacted the Express Lanes in reference to the unpaid toll on August 29, 2016 via web dispute. The Customer was advised the administrative fee would be waived as a one-time courtesy; however, the adjustment was not applied to the account until September 12, 2016. We apologize for any inconvenience this may have caused. In an effort to resolve the Customer’s issue with not receiving the reduction within a timely manner, we have placed a 14 day extension on the invoice. We recommend the customer contact the Express Lanes by September 25, 2016 via phone or process an online payment for the reduced balance of $11.55.  We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.  Sincerely, Express Lanes Team Member

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, I just checked my [redacted] New York account (#[redacted]) and do not see a credit to my account.  When should I see this credit?
Regards,
[redacted]

Dear [redacted], We are in receipt of your letter dated December 1, 2015, in reference to
additional concerns raised by [redacted] ("Customer") regarding outstanding violations on the Express Lanes
Although the Virginia
code does not state we are required to provide the Customer with an itemized
list of the cost of the administrative fee, we will provide information
regarding how the administrative fee is reasonably related to the actual cost
of collecting the unpaid toll
The administrative fee
covers the costs associated with locating and contacting the driver to request
toll paymentWe conduct a manual image review as a quality assurance measure
(prior to invoicing) when a transponder is not detected during the trip; the
license plate number from the image is also sent to the Department of Motor
Vehicles (DMV), to obtain the name and address of the registered owner of the
vehicleAdditionally, there are several back office processes that must take
place prior to an invoice being
generated and sent to the Customer
The initial invoice was $
including tolls and administrative feesOur records confirm the Customer was
invoiced for three tripsThe first trip was billed the toll of $plus an
administrative fee of $The second trip was charged a toll of $with
an administrative fee of $and the final trip was billed for a toll of
$and an administrative fee of $The first invoice is the Customer's
day notification to make payment of the unpaid tolls; therefore, the $
administrative fee charged per trip was well within the limits established by
the Virginia statue and did not exceed $
Per our previous
correspondence, the Customer did not make payment prior to the due date listed
on the Final Unpaid Toll Invoice and the account was referred to Law
Enforcement Systems, our debt collections providerWhen the account is referred
to collections, the debt collection agency uses additional methods to locate and
contact the customer to request payment; therefore, the administrative fee escalated
At this point, the Customer was billed for the tolls plus $per trip
which did not exceed the Virginia code limitation
The Express Lanes
complied with all elements of the Virginia code including providing notice of
administrative fees on the toll invoices and providing the Customer with ample
time to make payment prior to the fees escalating to collections
Again, we recommend the customer contact our debt collection agency by
phone at ###-###-####, to request the First Time Forgiveness Program or make
payment to avoid further consequences of non-payment
We appreciate the opportunity to respond and welcome your forwarding of
this letter to the Customer
Sincerely,
Express Lanes Team Member

Dear [redacted],
We are
in receipt of your letter dated December 1, 2015, detailing a complaint raised
by [redacted] (“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 between September
8, 2015 and October 16, 2015 on three occasions with an invalid E-ZPass®
transponder; (ii) the Customer was in contact with Express Lanes via web and
(iii) the Customer was offered a one-time courtesy adjustment.
To
qualify for toll-free travel on the Express Lanes all customers must meet the
HOV-3+ requirement and also travel with a valid E-ZPass Flex set to HOV mode. The
Customer did not qualify for toll-free travel as the trips were rejected by the
Customer’s E-ZPass agency due to an invalid transponder which caused the
invoices to be mailed.
As a Pennsylvania E-ZPass account
holder, the Customer is bound by the E-ZPass Pennsylvania Terms and Conditions
(attached), which clearly outline Customer obligations to travel with a
properly mounted transponder, sufficient credit on the E-ZPass account, with
the license plate number linked and also the consequences of administrative
fees. This information can be found on the Frequently Asked Questions section
of our website https://www.expresslanes.com/faqs). This requirement is also
repeated at various pages of the Pennsylvania E-ZPass website. 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 fee is 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. In addition, with the
transponder being placed on the dash, this may cause some inconsistency when
being read; therefore, we urge our customers to follow their E-ZPass mounting
instructions to ensure the transponder is read on a consistent basis.
We
acknowledge the Customer contacted the Express Lanes by web to dispute the
invoices on three occasions between November 18, 2015 and November 28, 2015. At
that time, the Customer was advised of the issue and an offer was made to waive
the administrative fees as a one-time courtesy.
The
Express Lanes and E-ZPass are two different entities; therefore, we do not have
access to check the Customer’s account to verify that the account is in good
standing at the time of travel. The Customer should contact Pennsylvania
E-ZPass, and not the Express Lanes, with any issues with the account.
When
offering a one-time adjustment in regards to issues with the Customer’s E-ZPass
account, the Customer is responsible for correcting issues on their account prior
to travel. Therefore, an adjustment for the tolls for using the lanes could not
be offered.
It is
not our practice to treat customers poorly or to not attempt to resolve an
issue in a manner that is amicable to the Customer. In an effort to satisfy the
Customer’s concerns, the administrative fees due were waived for all of the
Customer’s trips by the Customer Service Center on November 20, 2015.
We
appreciate the opportunity to respond and welcome your forwarding of this
letter to the Customer.

Dear [redacted],
We
are in receipt of your letter dated October 13, 2015 detailing a complaint
raised by [redacted] (“Customer”) and
appreciate the chance to respond.  We
want to take this opportunity to confirm the following: (i) Our priority is to ensure
clear signage so all drivers know the rules of the road and how to use the
Express Lanes, (ii) the Customer traveled on the Express Lanes on August 24,
2015 without an E-ZPass, (iii) an unpaid toll notice was sent to the Customer
on September 12, 2015 seeking payment of the unpaid toll plus an administrative
fee of $12.50, and (iv) the Customer was in contact with the Express Lanes by
letter.
We strongly refute the assertion the “signage was
not clear”.  Signage on the Express Lanes
is extensive and in accordance with the requirements of the Virginia Department
of Transportation (VDOT).  All entry
ramps, including the ramp used by the Customer, clearly indicate the Express
Lanes, the pricing and the requirement for an E-ZPass.  We suggest the Customer visits the signage
section of our website (https://www.expresslanes.com/signage)
to familiarize themselves with the Express Lanes signage.
The Express Lanes offers customers that
have travelled accidentally without an E-ZPass the opportunity to retroactively
pay their toll online through our ‘Missed a Toll’
function.  This function allows customers to pay a toll plus a $1.50 per
trip administrative fee within 5 days of their first trip.  Payment via
Missed a Toll prevents an unpaid toll invoice being issued for that trip,
including the associated administrative fees.  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 fee is a way to recover, in part, the
enforcement cost incurred collecting the unpaid toll. 
After
failing to pay via the Missed a Toll function, an unpaid toll invoice was sent
to the Customer on September 12, 2015. The Customer disputed this invoice by
letter on September 18, 2015 and a response was sent to the customer on October
2, 2015 advising the charges were valid and to make payment by the due date to
avoid escalating fees and charges.
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 fee is 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.
We appreciate the opportunity to respond and welcome your
forwarding of this letter to Customer.
Sincerely,
Express Lanes Team Member

Dear [redacted],
We are in receipt of your letter dated September 28, 2015, raising additional
concerns by [redacted] (“Customer”).
As
noted in our previous correspondence, the
refund was applied to the credit card used during the online payment on
September 8, 2015.
At the
Customers request, the Express Lanes sent a refund confirmation email to the
Customer and the rental agency on October 5, 2015.
We recommend the customer contact
the rental agency for further assistance with receiving reimbursement for the
payment.
We appreciate the opportunity to respond and welcome
your forwarding of this letter to the Customer.
Sincerely,
Express Lanes Team Member

Dear Mr
Dennis,
We are
in receipt of your letter dated November 11,
2015, detailing a complaint raised
by [redacted] [redacted] ("Customer")
and appreciate the chance to respondWe want to take this opportunity to
confirm the following: (i) the Customer traveled the Express Lanes on June 17,
2015, June 18, and June 26, with an E-ZPass® transponder which was
invalid due to insufficient funds; (ii)
the Customer received an unpaid toll invoice prior to contacting the
Express Lanes by email on September 28, at which time the Customer was
asked to provide additional information to verify the account; (iii) the
Customer received a Final Unpaid Toll Invoice; and (iv)
the Customer's account was referred to our debt collector, Law
Enforcement Systems, LLC ("LES") for non-payment
As a
Virginia E-ZPass account holder, the Customer is bound by the E-ZPass Virginia
Terms and Conditions (attached), which clearly outline Customer obligations to
travel with a properly mounted transponder and sufficient funds and also the
consequences of administrative feesThis information can be found on the
Frequently Asked Questions section of our website https://www.expresslanes.com/faqs)
This requirement is also repeated at various pages of the Virginia E-ZPass website
The Customer contacted the Express Lanes
in reference to an Unpaid Toll Notice on September 28, via emailAt that
time, the Customer was asked to provide additional information to verify the
accountOur records confirm the Customer did not respond until November 11,
The
original toll invoice was mailed to an address provided by the Department of
Motor Vehicles (DMV)The first invoice was sent on July 15, and the second invoice was sent on September 12, Our
records indicate a payment was not received for the invoice due on October 12,
2015; therefore, the Customer was sent a Final
Unpaid Toll seeking payment of the tolls plus an escalated administrative fee
of $The Customer did not pay the invoices; therefore, the Customer's
account was referred to our debt collector, Law Enforcement Systems, LLC
(‘LES') on October 23, for 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
fee is 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-
To date, the Customer has three outstanding trips in
collections as a result of non-payment of the Final Toll InvoiceWe recommend the
Customer contact our debt collection agency at ###-###-####, to request the
First Time Forgiveness Program and to make payment to avoid further
consequences of non-payment
Sincerely,
Express Lanes Team Member

Dear [redacted],
We are in receipt of your letter dated August 31, 2015, detailing a complaint
raised by [redacted] (“Customer”) and appreciate the chance to
respond. We want to take this opportunity to confirm the following: (i) our
priority is to ensure clear signage so all drivers know the rules of the road
and how to use the Express Lanes. (ii) the Customer was in contact with the
Express Lanes via phone and email; (iii) the Customer processed an online
payment for the full amount of the invoice minus the online $2.50 discount, and
(iv)  as
an attempt to resolve the matter an offer has been made to pay the toll only.
All signs
leading up to and within the lanes have a purple & white “E-ZPass” logo to
help all drivers understand that they need an E-ZPass. Signage on the Express
Lanes is extensive and in accordance with the requirements of the Virginia
Department of Transportation (VDOT).  All
entry ramps, including the ramp used by the Customer, clearly indicate the Express
Lanes, the pricing and the requirement for an E-ZPass.  We suggest the Customer visits the signage
section of our website (https://www. expresslanes.com/signage) to familiarize
themselves with the Express Lanes signage.
The original toll invoice was mailed to an address provided
by the Department of Motor Vehicles (DMV); therefore, the invoice was mailed to
[redacted], INC.
We
acknowledge the Customer contacted the Express Lanes in reference to the unpaid
toll on June 26, 2015 via phone. At that time, the Customer spoke with a
Supervisor who advised the invoice was processing an offer was made to honor
the lesser
administrative fee of $1.50.
We apologize for any inconvenience this may have caused. In
an effort to resolve the Customer’s issue with not receiving the Missed a Toll
Notification within a timely manner, the Express lanes will refund the payment of
$10.95; however, the Customer will need to make payment for the toll assessed
for using the lanes. We recommend the customer contact the Express Lanes by September 22, 2015
to pay the reduced amount of $0.95.
We appreciate the
opportunity to respond and welcome your forwarding of this letter to the
Customer. 
Sincerely,
Express Lanes Team Member

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I do not refute that I was on the Express Lane. However, never having been on an automated express lane with no toll boths before, I have no idea that your business exists. If I did, I would have paid the toll rapidly.Do you really expect a total newcomer to your technology and methods to equate a single Web address with a service out there on the road? How would that even be possible when the idea of an Express Lane, by whatever name it is, is so generic as to mislead one to believe that the toll is related to VOT, governmental, and not a private company.The sign from the street onto the ramp is NOT clear. Your attachment does not address this. I will hunt around for Google Maps or search to show to what I refer.Regards,
[redacted]

Dear
Mr. [redacted],

lang="EN-AU"> 
We
are in receipt of your letter dated February 9, 2016 detailing a complaint
raised by [redacted] (“Customer”)
and we appreciate the chance to respond.
 
We
want to take this opportunity to confirm the dispute has been resolved to the
satisfaction of both parties on February 11, 2016. Should the Customer have any
further issues, please contact us immediately.
 
We
appreciate the opportunity to respond and welcome your forwarding of this
letter to Customer.
 
Sincerely,
 
Express
Lanes Team Member

From: [redacted]@[redacted] <[redacted].[redacted]@[redacted].com>Date: Tue, Aug 9, 2016 at 10:59 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] whom it may concern:  complaint #[redacted] has been...

satisfactorily resolved.  Thank you for your timely handling of this complaint and all that you do to guard fair treatment of consumers.regards,[redacted]

Dear [redacted],

face="Calibri"> 
We are in receipt of your letter dated August 7, 2014, detailing a complaint raised by John Schmidt (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV); (ii) the Customer traveled on the 495 Express Lanes on April 29, 2014 with an [redacted]® transponder which was invalid due to insufficient funds; and (iii) the trip progressed to a collections status on July 23, 2014.
 
Our records confirm that the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was issued on May 10, 2014 with a due date of June 9, 2014. The final invoice was issued on June 18, 2014 with a due date of July 18, 2014.
 
As a Virginia [redacted] account holder, the Customer is bound by the [redacted] Virginia Terms and Conditions (attached), which clearly outline the Customer’s obligations to travel with a properly mounted transponder, sufficient credit on the [redacted] account and also the consequences of administrative fees (see attached at “Use of the [redacted]? (a)). This information can be found on the Frequently Asked Questions section of our website (https://www.495expresslanes.com/faqs). This requirement is also repeated at various pages of the Virginia [redacted] website.
 
The 495 Express Lanes and [redacted] are two separate entities and have no way of sharing personal information about an individual’s account; therefore, United States Postal Service is the only way we have to notify a customer.
 
The Customer travelled on the 495 Express Lanes with an invalid [redacted] due to insufficient funds; therefore, we are unable to fulfill the Customer’s request for a refund as the charge is valid.
 
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
 
Thank you,
 
495 Express Lanes

Dear [redacted]We are in receipt of your letter dated September 25, 2017, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) Our priority is to ensure clear signage so all drivers know the...

rules of the road and how to use the Express Lanes; (ii) the Customer traveled on the 495 Express Lanes on May 13, 2017 without an E-ZPass transponder; (iii) the Customer’s account progressed to a collections status due to non-payment; and (iv) the Customer was in contact with the Express Lanes via phone.The Express Lanes are an all-electronic High-Occupancy Toll Road located inside a 14-mile stretch of Interstate 495. There are no toll booths on the lanes and no option to pay cash.Signage on the Express Lanes is extensive and in accordance with the requirements of the Virginia Department of Transportation (VDOT).  All entry ramps, including the ramp used by the Customer, clearly indicate the Express Lanes, the pricing and the requirement for an E-ZPass.  We suggest the Customer visits the signage section of our website (https://www.expresslanes.com/signage) to familiarize themselves with the Express Lanes signage.The Express Lanes offers customers that have travelled accidentally without an E-ZPass the opportunity to retroactively pay their toll online through our ‘Missed a Toll’ function.  This function allows customers to pay a toll plus a $1.50 per trip administrative fee within 5 days of their first trip.  Payment via Missed a Toll prevents an unpaid toll invoice being issued for the trip, including the associated administrative fee. Each customer receives an initial and final toll invoice to pay the trip before progressing to a collections status, resulting in an additional fee.  The invoice provides detailed trip information including the amount of the administrative fee charged per trip, administrative fee compliance with Virginia Code §33.2-503 and notice of the Customer’s liability to pay any attorney’s fee and/or any collections fee if the account is referred to collections for non-payment.The fees associated with toll invoices clearly state on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs). The administrative fee is 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 § 33.2-503.Our records confirm the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was sent on May 27, 2017 and the second invoice was sent on July 15, 2017.  Since a payment was not posted to the Customer’s account prior to the due date shown on the second invoice, the trip progressed to [redacted], our debt collections provider on September 4, 2017.The Customer contacted the Express Lanes in reference to an Unpaid Toll Notice on September 22, 2017 via phone and email. At that time, the Customer was advised the account had been referred to [redacted] as a result of non-payment and to contact [redacted] regarding the First-Time Forgiveness Program.As a one-time courtesy, we have reduced the administrative fee on the Customer’s account and removed the trip from collections. The Customer processed a payment in the amount of $13.50 and the account now reflects a zero balance.We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

Dear
Mr. [redacted],
 
We
are in receipt of your letter dated February 9, 2016 detailing a complaint
raised by [redacted] (“Customer”)
and we appreciate the chance to respond.
 
We
want to take this opportunity to confirm the dispute has been resolved to the
satisfaction of...

both parties on February 11, 2016. Should the Customer have any
further issues, please contact us immediately.
 
We
appreciate the opportunity to respond and welcome your forwarding of this
letter to Customer.
 
Sincerely,
 
Express
Lanes Team Member

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It was indicated that I should have referred to the FAQ on their page which I did but it is not indicated what is supposed to happen once you file a dispute regarding the toll and administration fee.  There are a few Q&A regarding a toll on the express lanes:1.  Pay your toll now if you missed a toll on the Express Lanes.-  If you do not pay the toll within 5 days of your trip, you will receive a toll invoice for your trip in the mail. The invoice will include the toll for your trip and an administrative fee, which will increase if the invoice remains unpaid.2.  How long do I have to pay my invoice after receiving it in the mail?-  The due date for your payment is on your invoice. It’s best to pay your invoice when you receive it. You can pay your invoice on the Express Lanes website, you can call ###-###-#### or you can mail in your payment. Just follow the instructions on your invoice to mail your payment to P.O. Box [redacted], New York, NY [redacted]3.  What happens if I don’t pay my toll invoice?-  If you don’t pay your invoice, you face escalating fines and penalties, including the possibility of civil penalties or other fees. That’s why it’s important to pay your invoice when you receive it. Pay for outstanding invoices.Unless I missed a section on the FAQ page but I also do not recall anywhere in the dispute process on their web page they explain what happens during the dispute process.  Based on the Q&A pulled from their website if I did not pay the fine within the required time I am subject to further fee and administrative action.  My contention was I did not accept the penalty by paying the amount as I was avoiding further penalties by paying the invoice. During the entire process the dispute was never investigated.  I asked where in the process of filing a dispute does it state that if I pay the amount I accept fault.  I have asked several time that if its stated on your website then please show me where.My suggestion for the future is clearly state during the web dispute process that the customer should wait to pay the fine until a determination is rendered or provide guidance via an email.  I received only one email requesting further information before the deadline and plenty of canned email responses after the deadline (ie accepting fault for paying the fine and I should have checked my junk mail)  so you might consider adding a canned response to the process detailing what is expected of the consumer.Thank you for refunding the administration fee earlier this week and I have already paid the toll fee.  I am a pretty reasonable person but I feel I was getting delayed responses so I would just simply pay the fine and assume responsibility.  How many others have done just that???
Regards,
[redacted]

Dear [redacted],
We are in receipt of your letter dated August 31, 2015, raising additional
concerns by [redacted] ("Customer")
As stated in our
previous response, the Customer traveled with an invalid [redacted]Pass® transponder, which
resulted in the charges being rejected by New Jersey [redacted]Pass
As a New Jersey [redacted]Pass account holder,
the Customer is bound by the [redacted]Pass New Jersey Terms and Conditions
(attached), which clearly outline Customer obligations to travel with a properly
mounted transponder, sufficient credit on the [redacted]Pass account, with the license
plate number linked and also the consequences of administrative feesThis
information can be found on the Frequently Asked Questions section of our
website https://www.expresslanes.com/faqs)This requirement is also repeated
at various pages of the New Jersey [redacted]Pass website
As
noted in our previous correspondence, the Express Lanes and [redacted]Pass are two
separate entities; therefore, it is in our policy to request documentation from
our customers to ensure their [redacted]Pass accounts are in good standing prior to
offering a reduction. In addition, to
contacting the New Jersey [redacted]Pass Customer Care Center, [redacted]Pass provides the
Customer with the ability to obtain the documentation via the [redacted]Pass online
account manager in order to send the documentation within a timely manner
In our previous response, we noted the Customer contacted the Express Lanes in reference to an Unpaid Toll
Notice on July 7, via phone and web disputeThe Customer was advised to
send in documentation showing the license plate number linked to the [redacted]Pass
account, the account had sufficient funds and automatic replenish was active
documentation within three business days.
Our records confirm the documentation was not received until August 17,
After
failing to contact us or make payment in accordance with the instructions
provided via web dispute, the account was referred to our debt collections
provider on August 7,
Per our previous correspondence, we recommend the
customer contact our debt collection agency via phone at [redacted], to
request the First Time Forgiveness Program and to make payment, in order to
avoid further consequences of non-payment
We appreciate the opportunity to respond and welcome
your forwarding of this letter to the Customer
Sincerely,
Express Lanes Team Member

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will fax my orders to 495 Expresslanes .  I cannot attach the file to this email.  There seems to be an error with uploading attachments.
[redacted]

Dear [redacted],
We are in receipt of your letter dated May 25,
2016, detailing a complaint
raised by [redacted] ("Customer") and appreciate the
chance to respondWe want to take this
opportunity to confirm the following: (i) the Customer traveled the Express
Lanes between November 4, and May 5, with an invalid [redacted]®
transponder; (iii) the Customer contacted the Express Lanes via web; and (iv)
the Customer's account progressed to a collections status due to non-payment
As a Maryland [redacted] account
holder, the Customer is bound by the [redacted] Maryland Terms and Conditions
(attached), which clearly outline customer obligations to travel with a
properly mounted transponder, current license plate information added to the
account, sufficient funds and the consequences of administrative fees as the
transponder was read but rejectedThe fees associated with unpaid toll
invoices and the consequences of further non-payment (including civil
penalties) are clearly stated on the Frequently Asked Questions section of our
website (http://www.expresslanes.com/faqs)This requirement is also
repeated on various pages of the Maryland [redacted] websiteIn addition, the
transponder being placed on the dashboard may cause inconsistencies when being
read; therefore, we urge our customers to follow their [redacted] mounting
instructions to ensure the transponder is read on a consistent basis
The Express Lanes and [redacted] are two separate entities;
therefore, the Customer should contact Maryland [redacted], and not the Express
Lanes, to resolve any issues with the account prior to travel
Our
records confirm the original toll invoice was mailed to an address provided by
the Department of Motor Vehicles (DMV) and/or the US Postal ServiceThe first
invoice was sent on January 1, and the second invoice was sent on February 19, Since a payment was
not posted to the Customer's account prior to the due date shown on the second
invoice, the trip progressed to a collections on March 31,
The
Customer submitted an initial web dispute on April 26, We responded to
the Customer by providing a one-time courtesy waiver of the administrative
feesThe Customer processed a payment for the reduced balance, took additional
trips on the Express Lanes and the Customer's [redacted] agency rejected the
charges for the trips
On April 26, 2016, the Customer disputed
the trips via web and the Customer's account had already progressed to a
collections status and the customer was advised to contact Law Enforcement
Systems
We
recommend the customer contact [redacted] at ###-###-#### between 8:
AM to 8:PM Eastern Standard Time (EST) on Monday
through Thursday, 9:AM to 6:PM Eastern
Standard Time (EST) on Friday and 9:AM to 1:PM Eastern
Standard Time (EST) on Saturday to handle this matter
We appreciate the opportunity to respond and welcome
your forwarding of this letter to the Customer
Sincerely,
Express Lanes Team Member

Dear Mr.
Dennis,
We are
in receipt of your letter dated November 11, 2015, detailing a complaint raised
by [redacted] (“Customer”)
and appreciate the chance to respond. We want to take this opportunity to
confirm the following: (i) the Customer traveled the Express Lanes on June 17,
2015, June 18, 2015 and June 26, 2015 with an E-ZPass® transponder which was
invalid due to insufficient funds; (ii) 
the Customer received an unpaid toll invoice prior to contacting the
Express Lanes by email on September 28, 2015 at which time the Customer was
asked to provide additional information to verify the account; (iii) the
Customer received a Final Unpaid Toll Invoice; and (iv) 
the Customer’s account was referred to our debt collector, Law
Enforcement Systems, LLC (“LES”) for non-payment.
As a
Virginia E-ZPass account holder, the Customer is bound by the E-ZPass Virginia
Terms and Conditions (attached), which clearly outline Customer obligations to
travel with a properly mounted transponder and sufficient funds and also the
consequences of administrative fees. This information can be found on the
Frequently Asked Questions section of our website https://www.expresslanes.com/faqs).
This requirement is also repeated at various pages of the Virginia E-ZPass website.
The Customer contacted the Express Lanes
in reference to an Unpaid Toll Notice on September 28, 2015 via email. At that
time, the Customer was asked to provide additional information to verify the
account. Our records confirm the Customer did not respond until November 11,
2015.
The
original toll invoice was mailed to an address provided by the Department of
Motor Vehicles (DMV). The first invoice was sent on July 15, 2015 and the second invoice was sent on September 12, 2015. Our
records indicate a payment was not received for the invoice due on October 12,
2015; therefore, the Customer was sent a Final
Unpaid Toll seeking payment of the tolls plus an escalated administrative fee
of $25.00. The Customer did not pay the invoices; therefore, the Customer’s
account was referred to our debt collector, Law Enforcement Systems, LLC
(‘LES’) on October 23, 2015 for 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
fee is 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.
To date, the Customer has three outstanding trips in
collections as a result of non-payment of the Final Toll Invoice. We recommend the
Customer contact our debt collection agency at ###-###-####, to request the
First Time Forgiveness Program and to make payment to avoid further
consequences of non-payment.
Sincerely,
Express Lanes Team Member

Dear [redacted]...

[redacted]
*
We are in receipt of your letter dated March 21, 2014, detailing a complaint raised by [redacted]  (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) E-ZPass and 495 Express Lanes are two different entities; (ii) the Customer traveled on the 495 Express Lanes on September 20, 2013 with an E-ZPass® Transponder which was invalid due to insufficient funds; (iii) the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV); (iv) the trip progressed to collections status as a result of non-payment; and (v)a payment has been made to Law Enforcement Systems.
 
The 495 Express Lanes and E-ZPass are two separate entities; therefore, we do not have the legal consent to contact E-ZPass for customer information or to make changes to an account in lieu of the Customer.
 
As a Virginia E-ZPass account holder, the Customer is bound by the E-ZPass Virginia Terms and Conditions (attached), which clearly outline Customer obligations to travel with sufficient funds and also the consequences of administrative fees. This information can be found on the Frequently Asked Questions section of our website https://www.495expresslanes.com/faqs). This requirement is also repeated at various pages of the Virginia E-ZPass website.
 
Please note that, under Virginia Code §46.2-324, it is the responsibility of the customer to notify DMV of any change in address within 30 days of that change.  The Customer did not pay the initial invoice which was issued on October 2, 2013 by the due date of November 1, 2013. A Final Unpaid Toll Invoice was sent to the Customer at the same address on November 9, 2013 seeking payment of the unpaid toll plus an escalated administrative fee of $25.00. The Customer did not pay the invoice either. As a result of non-payment of the Final Unpaid Toll Invoice, the account was forwarded to our debt collector, [redacted] (‘[redacted]’) on December 18, 2013 for collection with an escalated administrative fee of $100.00.
 
The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.495expresslanes.com/faqs).The administrative fee is 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 is not our practice to treat customers poorly, or to not attempt to resolve an issue in a manner that is amicable to the Customer.
 
Our records confirm that a payment in the amount $105.05 was paid with [redacted] and the account now shows a zero balance.
 
Since we were unable to bill the Customer’s E-ZPass account directly during the trip in question the charges are valid.
 
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
 
Sincerely,
 
495 Express Lanes Case Administrator