E470 Public Highway Authority

Complaint: [redacted] I am rejecting this response because it doesn't address the root cause of the problem, nor does it put in place any safeguards or compensation to prevent future fraud I was assured the last time that this wouldn't happen to me again, but it did I'd like to see evidence of an effective corrective action What changes have been implemented so that this doesn't happen again? Additionally, what compensation will you offer if I'm billed for someone else's vehicle again? Sincerely, [redacted]

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 Sincerely, [redacted] I WAS NEVER OFFERED AN OPTION TO PURCHASE TOLL SERVICE AS STATED BELOW:"we may offer an optional toll service for an additional fee that will permit you to use electronic Toll lanes in exchange for the fees and based on the conditions stated on the Rental Record"How was I supposed to know there were unstated toll roads coming out of the airport?This is a unfair way to get money from visitors to ColoradoThe tolls were $and there was an admin charge of $25.00, I have reported this to the office of the Governor [redacted] as it is a scam to cheat people out of moneyI hope his office takes this as a unfair business practiceI am also going to report it to the Revdex.com as well as Federal Trade Commission with hopes that they will take action against you

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 Since the initial complaint, I have received an increased amount due because of a $late fee for not paying this errant charge, so I am accepting closure of this complaint and will trust that the late fee notifications will stopMy concern would be that they turned this over to a collections agency and then the hassle begins again Sincerely, [redacted]

I apologize, I thought the customer had contacted you. Here is a copy of the email that one of our agents had with [redacted] ***. I believe everything is resolved with her now.Hello [redacted] , Just wanted to follow up after our phone call this morning. I really appreciate you taking the time to speak with me. I am attaching the 4 invoices that I mentioned were found, and all fees have already been reversed and refunded to your credit card they have on file. This was for a total of $207.40. I am also attaching below the most recent email I was in receipt of from PlatePass. See below. “Hi [redacted] , Per our phonecall I have identified 3 additional invoices under [redacted] ***’ name/address that appear to be for E470 tolls. The original invoice we identified was for rental agreement number [redacted] which was fully credited on 4/6/17 – I have attached its most recent invoice showing a zero balance. Using some different searches in our system I was able to identify 3 other rental agreements in [redacted] ***’ name that had E470 toll charges – rental agreement numbers [redacted] , [redacted] , and [redacted] . I have gone through and credited all of the charges from these rental agreements as well, and I have attached invoices for all of them reflecting the new $0 balances. All of the invoices also list the specific details for the toll charges, so [redacted] will know exactly what has been refunded. It looks like a lot of these were missed originally because they either hadn’t been billed yet, or they were issued under slightly different addresses or rental agreements. Just to be sure, I did several other searches in our system for [redacted] ***. I located a total of 17 rental agreements under this name, however only the 4-1 mentioned above were under the [redacted] *** address in [redacted] (the rest of them appear to be other [redacted] ***es from other states). I believe this should be all of [redacted] ***’ charges, however if she has additional questions she can reach out to our customer service line at [redacted] to have them verbally verify that the accounts are at a zero balance.” As I had mentioned, please reach out to them direct to confirm that they indeed have in their system that you paid for your Red Light administrative fee, and that you paid your Red Light ticket too. Again, I sincerely apologize on behalf of E-470/Express Toll for all frustrations you experienced. I do feel confident that this has been resolved and hope that you know I am here to help you. If you have any additional questions and concerns, please contact me anytime. Here is my direct email [redacted] . Have an amazing weekend and know that we certainly appreciate your business! Kindest Regards, [redacted]

We have been trying to contact *** *** by phoneWe will attempt this again in an effort to come to a resolution on this issue

***,We started sending bills to address on file as stated above for tolls starting in May and every month after that. We don't show anything was returned or un-deliverable. They system assess a $late fee for the 1st month that it is past due and a $collection fee after
the 3rd month it goes past due. There has been a total of notices sent out to Mr***. In December the transactions were assessed $in penalties through our aging process. Currently Mr*** owes $in tolls ( transactions on April and transactions on May )and $in fees. We can definitely waive $in fees and bring down the balance to $38.76. Our service center is open days a week. Monday through Friday am to pm. Saturday to and Sunday to 6. He can also go online and see his new balance. Thank YouSandra V***

After review of the account and the charge on January 2018, the transaction read via the mode the equipment was in at the time of use. When the driver is carpooling they must elect the proper mode on the HOV transponder to ensure they are either billed or not charged if
carpooling. When carpooling, the mode feature needs to be moved to the right and ensuring it clicks all the way. HOV should display on the transponder. On the charge for 1-14-2018, the system detected the mode was in Toll mode and thus charge the account as a valid charge, this is regardless of how many passengers are in the vehicle. We have waived the charge as a courtesy. The numbers listed on the statement ( 303-537-and 1-888-946-) are both valid. We have not had any reports that our lines are down or issues with them. We are open days a week as well. There are EXpresstoll accounts that do not require a pre-paid amount and or deposit for customers who are going to be carpooling ONLY on Colorado toll roads. If they are going to be doing both, then there is a charge for the HOV transponder. Mr*** will see the credit on his next's bill statement. Thank You Sandra V***

The bill was removed from customer name on March 28,2018, when customer made contact with us. The toll image was reviewed and was reprocessed to the correct registered owner. This can sometimes occur due to weather or glare and or during review by human error. To
ensure the customer does not get another wrong bill we have put the plate number in a special image review queue to look at image information again before the bill goes out through our process. As the bills go through our next steps of the collection process they are reviewed again so that a bad image or plate information does not go out. We apologize this has caused any inconvenience to Karen ***. Thank you Sandra ***

Can you possibly provide more information from the customer? I cannot locate an account under the name *** *** in our system I tried searching by the last name of *** and cannot find that balance owed either If the customer could provide a license plate or bill number
that would help me locate the account and then we can provide a resolution. Thanks***

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

I sincerely apologize to *** *** because we made an error on the license plate and an incorrect character entered We have corrected this error and reissued to the correct owner Everything has been removed from *** ***'s name in our system and nothing is owed. Thanks***

We reached out to customer to ensure and confirm all billing outstanding in our system. We did notice that our system did create two ids in our data base for her, which it can if the plate information is different or if the name varies at time of registration. One was created when
the temporary plate was on her ***. This one also had been billed times since November 2017. There was also some bills for her regular plate on the *** that were billed separately. Each month the system bills for unpaid or outstanding transactions, our system will create a new statement number, which was the cause of the confusion We did go ahead and waive the fees and customer paid the tolls due. We have explained how our billing system works. Thank you. Please let us know if there is anything else we can help with Sandra V***Expresstoll Customer Service Manager

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

*** has numerous signs approaching all HOV lanes that state you must have a transponder to utilize the 3+ HOV lanes along the roadway Additionally, *** *** has drive E-which does not allow 3+ HOV free usage Overall *** *** has accrued $in tolls along E-and ***
All toll bills, including the notices from the collection agency, have been mailed to the same address - *** *** *** ** *** **.We will attempt to call *** *** and provide an explanation to how the roads work and see if we can come up with a resolution to her satisfaction ***

Revdex.comCustomer emailed on March 9th. At that time we explained her bills with her trailer plate went to the address on file with DMV *** *** *** *** *** ** ***. We did offer to drop $in fees since it had already gone several billing cycles. Customer contact us back that
day and paid the reduced amount of $27.40. When customer drove the road our system billed her transactions via the front plate *** WA, in which this bill was sent to her PO Box Address, and paid in a timely manner. When our system cannot get a good image of the front plate of the vehicle it will default to the back of the vehicle and thus her 3rd transaction was billed by her trailer plate, causing the second bill and being sent to a different address. We will reached out to the customer to ensure the understanding of our billing system. We will offer to refund back her additional $in fees she paid for her second bill. Thank youSandra V***

Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am disappointed that it took filing a complaint with the Revdex.com to get a clear response from E-470, and appreciate the Revdex.com's timeliness in helping me resolve this!
Sincerely,
*** ***

The customer paid this full amount on 4/12/through our website so I will consider this closed. ***

We reached out directly to the customer regarding this complaint - here is what our agent documented from the conversation with the customer (CSC is our ExpressToll accounts internal wording) So in a sense his complaint is resolved, but there is still an outstanding issue with us.I
contacted *** *** regarding *** ***, He had another issue with a CSC that was in collect as well *** on that CSC is where he was disputing he had made a payment already, we figured out he paid nwpky and not us, he brought the CSC current with no issue.Regarding *** *** I let him know it was regarding ** plate he stated he was pulling vehicle with *** trailer and believed he should not pay since actual vehicle was not driving on road explained to customer would still be responsible since he rented ***, I offered to reduce bill for him, bust customer wants it completely wiped off, advised customer can’t do that but willing to waive customer than said he is not paying

Statement *** was the second bill the customer received. This was due by 10/3/2017. Our system then generated a 3rd bill *** due by 11/2/2017. From pulling record or copy of the check we show it was written out 11/1/2017, one day before the due date of the 3rd
bill. Once mailing time is factored in it was already late and file went to our collection agency thus the fee was added on. I have waived the collection fee as a one time courtesy to the customer even though it was a valid fee. I have noted the account as well. She can definitely reach out to us to open an account and manage it several ways. Thank you. Sandra V***

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