E470 Public Highway Authority

Customer contacted our Call Center on 10/23/around 3:15pm and our staff confirmed with customer that address was incorrect on our initial mailings. We waived collection fee and late fee and customer paid toll balance.I believe this was completely resolved to the customers satisfaction on
10/23.***

Complaint: ***
I am rejecting this response because:
The bills have not arrived, and were sent to collections PRIOR to the due dateAdditionally, it states 3+ freeIt doesn't clearly identify a transponder needed to take advantage of the benefitAdditionally, does not address the charges accrued when all other Lanes closed for construction, nor that even when requesting a bill outlining all the charges, it had still NOT been received
Sincerely,
*** ***

*** notifies its customers at time of rental the fees that will be charged if the toll road is used. They do have a one time fee for daily or total time of rental ( depending on what the customer opts in for at time of rental) For future use of the road, the customer can pay the
toll directly to EXpresstoll by opening an account with us before the transaction or road is used. We have reached out to *** to waive the $fee for customer as a one time courtesy. We will have *** reach out to him or we can by the end of next week once they reach back out to us. Customer can reach me directly if they have more questions or concerns. *** *** ( Customer Service Manager ###-###-####). Thank you *** ***

The customer paid the balance due on 10/31/after we waived part of the fees. I believe this is resolved

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]

The license plate was incorrectly entered as [redacted] and it was actually from [redacted].  We have corrected that error and reached out to directly to the customer to advise them of this correction and our apology.

I apologize for the error.  We had read the license plate as [redacted] when it was actually [redacted].  I have dismissed the toll and fee and cleared everything from Mr. [redacted]'s name and reissued the toll to the correct license plate. [redacted]

I show that [redacted] has had transactions totaling $7.40 for trips on March 5th, June 24th and July 3rd.  I show that these transactions have been issued on three different License Plate Toll bills (attached to this email).

I apologize for the delayed response.  We had fixed this account by sending it to the correct [redacted], but the 2nd bill had generated.  Additionally we had not cleared off the $5 late fee.  I waived the $5 late fee this morning so there will not be anything sent out anymore...

on this account.

[redacted],The customer used the ExpressLanes on 11-17 and 11-25.  Standard business rules allow us to waive one trip if the customer was confused about how carpooling works and we will fully educate the customer on how the lanes work so they are able to use them correctly in the future. ...

 Since they were 2 different trips, there would have been offer to waive one of the transactions.   I will go ahead and waive his 2 transactions and we can issue a refund of $7.56 or the credit can stay on his id to be applied to future toll usage.    We also will forward over his recommendations for signage to appropriate parties.  Since the lanes can be used with or without a transponder, a transponder isn't necessarily required to get on the lanes.  Prior to roll-out of the lanes CDOT did run extensive marketing and signage of the requirement of transponders for carpoolers to educate customers on how to use them but it is impossible to reach everyone and this is why they did implement the standard business rules to educate our customers.  There is still signage to tell the customers that a switchable pass is required for carpooling.   Thank you.  Sandra V[redacted]

We incorrectly coded the license plate as [redacted] when it should have been [redacted].  We have corrected the error and cleared everything from Mr. [redacted]'s name.  Please send our apologies for the inconvenience. Thanks[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]

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]

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]

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 $5 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 stop. My concern would be that they turned this over to a collections agency and then the hassle begins again.
Sincerely,
[redacted]

I checked our mail tracking and it does look like first several bills were returned to us for bad address.  We finally got an updated address through our skip trace process in early July.  We will reach out directly to the customer and offer to take payment for the tolls only and will...

waive the fines and fees. Thanks[redacted]

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]

We contacted Plate Pass directly about this complaint and they provided us the attached document that advises that [redacted] is all cleared up with any issues regarding tolls and ExpressToll.  Her is issue is a red light violation in [redacted] (see attachment).  According to Plate Pass there...

is nothing outstanding at all that blocking her ability to rent a car from ExpressToll. Let me know if there is anything else we can do. [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 Colorado. The tolls were $3.58 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 money.. I hope his office takes this as a unfair business practice. I 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.
Sincerely,
[redacted]