Capital Beltway Express, LLC

Dear [redacted], We are in receipt of your letter dated September 26, 2016, detailing a review 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 on July 15, 2016; (ii) the...

Customer was in contact with Express Lanes via phone and email; and (iii) the toll has been reversed as a one-time courtesy. 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 [redacted].  For more information regarding the Express Lanes signage, please visit our website at https://www.expresslanes.com/signage. The 95 Express Lanes are broken down between multiple pricing zones. When entering the Express Lanes, travelers lock in the toll rate from the entry point until they see another pricing sign or exit the Express Lanes. Travelers will see additional overhead pricing signs during their trips. At each decision point, travelers will see two dynamic pricing signs to inform them of the cost to travel to a maximum of three upcoming exits. Drivers should pay attention to these signs because they display the tolls for exits farther down the Express Lanes. When they see these signs, travelers can decide to pay the next toll to continue on the Express Lanes or take the next exit back to the regular lanes. Traveling southbound, there are two decision points on the 95 Express Lanes which display the tolls to travel exits farther down the road. The first point is just south of the Franconia-Springfield Parkway and the second point is just south of Prince William County Parkway. We acknowledge the Customer contacted the Express Lanes via phone and email to dispute the toll between July 29, 2016 and August 22, 2015. At that time, we explained the dynamic pricing process to the Customer and validated the charge. In an effort to amicably satisfy the Customer’s concerns, we have reversed the charge billed to the Customer’s [redacted] account, as a one-time courtesy. 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 2, 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 August 31, 2017 without an E-ZPass transponder; and (iii) the Customer was in contact with the Express Lanes via web dispute. 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. Multiple images were taken of the vehicle and license plate during the trip in question, which caused an invoice to be sent to the Customer.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.After failing to pay via the Missed a Toll function, an unpaid toll invoice was sent to the Customer on September 22, 2017. The Customer disputed this invoice by web dispute on September 30, 2017 and a response was sent advising the charge was valid and to make payment by the due date to avoid escalating fees.We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

Dear
Ms[redacted], We
are in receipt of your letter dated April
13, 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 on the Express Lanes between
July 2, to January 12, with an invalid E-ZPass® transponder; (ii) the
Customer's account progressed to court due to non-payment; and (iii) was in
contact with the Express Lanes via phone. 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 (see attached
at "Use of the E-ZPass?
(a))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 Express Lanes and E-ZPass
are two separate entities; therefore, payments made with E-ZPass to cover outstanding
account balances do not cover unpaid invoices for the Express Lanes. Our
records confirm the original toll invoices were mailed to an address provided
by the Department of Motor Vehicles (DMV) and/or the US Postal ServiceThe
Customer was sent three Unpaid Toll Invoices between July 15, and January
27, In addition, the Customer was sent three Final Toll Invoices between
September 12, and March 11, Since a
payment was not posted to the Customer's account prior to the due date shown on
the second invoices, the account was referred to Law Enforcement
Systems, our debt collections provider, on October 23,
As a result of non-payment, four of the trips have progressed
to court. 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-
On
April 12, 2015, the Customer was in contact with the Express Lanes via phone
At that time, the Express Lanes offered to waive the charges for nine of the
trips if the Customer paid the pre-court settlement for $1,by June 3,
2016. As a result of declining the
pre-court settlement offer, the Customer will need to appear for trial on June
6, 2016.
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 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 17, 2017 without an [redacted] transponder; (iii) the Customer’s account progressed to a collections status due to non-payment; (iv) the Customer was in contact with the Express Lanes via telephone; and (v) the Customer processed a payment for the reduced balance. The 495 Express Lanes is an all-electronic high-occupancy toll (HOT) lane 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 [redacted].  We suggest the Customer visits the signage section of our website (https://www.expresslanes.com/signage) to familiarize themselves with the Express Lanes signage. Travelers without an [redacted] will have an opportunity to take the regular lanes instead of the Express Lanes prior to passing the final Dynamic Message Signs (DMS) displaying the toll. The Express Lanes offers customers that have travelled accidentally without an [redacted] 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. 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 June 1, 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 Professional Account Management LLC (PAM), our debt collections provider on September 4, 2017. We acknowledge the Customer contacted the Express Lanes in reference to the collections notice on October 24, 2017 via telephone. The customer was advised to contact [redacted] regarding the First Time Forgiveness Program to receive a reduced settlement. A payment in the amount $76.24 was paid with [redacted] and the account now shows a zero balance. We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

[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 really don't care if you are legally able to charge an absolute maximum of what you are charging despite your referenced FAQ stating 1/4 of that value.Charging $600 extra for $17 worth of tolls that did not show up on the registered website might be barely legal, but it is 100% unethical.
Regards,
[redacted]

[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.  The normal payment was allowed to be processed after speaking to a manager and the issues was pulled from collection. I have attached a copy of phone records however to show that I did in fact in JAN (Item# [redacted]; call to the Alexandria office) reach back out to the company although they tried to say that I did not return their call.
Regards,
[redacted]