Northwest Parkway LLC

As presented in our detail response we believe we have indeed addressed the Complainant's concerns and I am now including on this second response some transcripts from our first response:For reasons we do not control it took time before the DMV could provide us with valid information on the vehicle’s registered owner delaying the billing of the toll - "On 2/11/15 a vehicle with CO plate 535QAZ drove Northwest Parkway (NWP), incurring a toll eastbound at Dillon Road and Highway 287.  The license plate number was submitted to the Colorado Department of Motor Vehicles (DMV) to obtain the name and address of the registered owner of the vehicle.  On 4/12/15, NWP was advised that its information request to DMV failed.  Two subsequent attempts to obtain registered owner information also failed.  Finally on 10/28/15, NWP received information from the DMV indicating that the registered owner of the said vehicle is Gregory Paul Jacquin..."Once the vehicle’s information was obtained, NWP followed its normal billing process – “…the billing process followed its normal course without evidence of any failures. Also there are no restriction or statute of limitation as to the timing for sending a bill to a customer.” Per the Complainant’s request after contacting our customer service, NWP remitted evidence of the said toll transaction with the photos of the vehicle and time stamp – “[redacted] telephoned again on 1/4/15 and requested that we email her a bill for the adjusted balance of $3.20 and a photo of the vehicle as it incurred the toll on 2/11/15.  The CSR with whom she spoke emailed that information to [redacted].”Once again we diligently addressed the complainant’s concerns at every instance of the process and during her contacts, while providing all facts on this case in support of the toll charge(s).  Sincerely,[redacted]

To Whom it may concern, Considering our response includes personal identifiable information, which per Revdex.com recommendation should not be made public, please find attached Northwest Parkway's letter response and other materials supporting our response and determination to this...

complaint.Sincerely,[redacted]Northwest Parkway LLC

Dear Sir, Considering our response includes personal identifiable information, which according to Revdex.com should not be made publicly available, please find attached our response letter and other supplemental attachments in support to our response and determination to your complaint. Thank...

you,[redacted]

Dear [redacted],The absence of notes on this GO-PASS account prior to filing of this complaint indicate that the Complainant has not contacted Northwest Parkway Customer Service directly previously. Perhaps [redacted] is referring to a Collection Agent from [redacted]).As for the documentation, the NWP uploaded on Revdex.com all four bills mailed on this account together with our response letter. You should be able to see them here. The bills contain the record of the exact date and time of the toll. In case you have any difficult in finding or opening the bills you should contact Revdex.com. Thank you,[redacted]

Initial Business Response /* (1000, 6, 2015/10/22) */
Dear Ms. [redacted],
Considering our response includes personal identifiable information, which per Revdex.com recommendation should not be made public, please see attached our letter response and attachments with our determination to your...

claim.
Thank you,

Initial Business Response /[redacted]/
Dear Sirs,
Considering our response includes personal identifiable information, which per Revdex.com recommendation should not be made public, please find attached our response which was also emailed directly to the Complainant.
Thank you,
[redacted]...

[redacted]

Dear Sirs,Find attached a copy of the letter sent to [redacted] on 8/9/17, per his request.  Please let us know if you have questions. Thank you, [redacted]

Initial Business Response /* (1000, 9, 2015/12/07) */
Considering our response includes personal identifiable information, please find attached our letter response to this case.
In a nutshell the NWP has accepted the customer late payment and the account is now resolved and in good...

standing.
Thanks,

Dear Sirs., Having received this complaint from Revdex.com, the Northwest Parkway contacted the Complainant by phone, to help us understand the issue, since there was nothing in our records from [redacted] or this case. As it turns out, this complaint is in reference to tolls incurred on E-470 and not...

the Northwest Parkway, as confirmed during our contact.  We provided [redacted] the E-470's contact information so he addresses this matter to appropriate entity. Best regards,[redacted]

Dear Sir, Following receipt of this complaint filed with Revdex.com, [redacted] got in touch with Northwest Parkway. The account was recalled from collections, the account was settled and the matter is now resolved. I also would like to take the opportunity, to confirm that this referral to collections...

will not have impact on the Complainant's credit score. Thank you,[redacted]

Initial Business Response /* (1000, 6, 2015/05/28) */
Dear Sirs,
Considering this response includes personal identifiable information, which per [redacted] recommendation should not be made public, please find attached our letter response and all related attachments.
Thank you,
Initial Consumer...

Rebuttal /* (3000, 8, 2015/06/01) */
[redacted] claims I received a bill in April, which I did not receive in the mail. The bill from March jumped from $30 something to $200 by May and they added $25 to each of my tolls as a 'civil penalty'
Instead of adding one civil penalty they conveniently add them all at once to each unpaid toll without prior warning. This is a scam. I will pay my tolls due plus one penalty but not multiple penalties for each toll considering I DID NOT RECEIVE AN APRIL BILL!!!!
Final Business Response /* (4000, 19, 2015/07/01) */
From: [redacted]
Sent: Wednesday, July 01, XXXX XX:XX AM
To:[redacted]
Subject: FW: [redacted] Response to Your [redacted] Complaint
This final complaint #XXXXXXXX appears to be the same issue as the other two (for [redacted] and [redacted]). We did respond to the customer's rebuttal, but perhaps not in the proper way. Below is a copy of the email sent to Mr.[redacted] on 6/3/15, with our attachment, which is also attached to this email. The customer subsequently resolved his account with our collection agency, and his [redacted] account now shows to be paid in full. Please let me know if there is anything else that we need to do. We appreciate your help.
[redacted]
This electronic mail transmission and any accompanying documents contain information belonging to the [redacted] which are confidential and may be legally privileged. This message is intended only for the use of the individual or entity to which it is addressed. If you have received this material in error please do not read it. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this message is strictly prohibited and subject to legal action and damages. If you have received this communication in error, please notify us immediately by replying to the sender of this E-Mail by return E-Mail or by telephone and permanently delete this email from your system.
From: [redacted]
Sent: Wednesday, June 03, 2015 12:44 PM
To: [redacted]'
Subject: [redacted] Response to Your [redacted] Complaint
Dear Customer,
Following your complaint filed with [redacted], we wanted to let you know that we have responded. Since the response included personal identifiable information (addresses, etc.) we've attached our letter response on the [redacted] online form as an attachment, per [redacted]'s recommendation to not make those public. Please find attached to this email a copy of the same for you reference.
According to our determination we did in fact waived all the past-due fees:
"Exceptionally, the [redacted] is willing to waive 100% of the assessed past due fees ($25), this one time. All unpaid toll(s) and other applicable fees associated with the processing and handling of this account still apply, as well as the collection agent fee ($20)...."
If there is anything we can do to be of service to you, please do not hesitate to contact our customer service department at [redacted] (M-F, 8 a.m. - 5 p.m., MST).
Thank you,
[redacted]
This electronic mail transmission and any accompanying documents contain information belonging to the [redacted] which are confidential and may be legally privileged. This message is intended only for the use of the individual or entity to which it is addressed. If you have received this material in error please do not read it. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this message is strictly prohibited and subject to legal action and damages. If you have received this communication in error, please notify us immediately by replying to the sender of this E-Mail by return E-Mail or by telephone and permanently delete this email from your system.
Document scanned

Dear All, Northwest Parkway got in touched with the Complainant, and the matter has been clarified and resolved, not requiring any further action. Thank you,[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
Dear Sirs,
Considering this response includes personal identifiable information, which per Revdex.com recommendation should not be made public, please find attached our letter response.
Thank you,
Initial Consumer Rebuttal /* (3000, 7,...

2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I am unable to view the attached document. I tried with [redacted] and ** browsers, but all I download is an empty and extensionless file. Can you please try uploading again?
Thanks,
[redacted]
Final Business Response /* (4000, 9, 2015/06/22) */
See attached doc

Initial Business Response /* (1000, 6, 2015/12/07) */
Before receiving this notice from Revdex.com, as soon as we received correspondence from the complainant, NWP customer service got in touch with the customer ([redacted]) last week and have come to a desirable resolution to both parties.
The...

account is now resolved and in good standing.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to the Revdex.com the 25.00 late fee was removed for the 1.15 toll. I thank them and if anyone is interested in starting a class action suit for what appears to be literally "Highway Robbery" please count me in. I would like to charge them $25.00 for all of my time wasted.
Have they ever exited an automated pay toll that collects the money at the time you exit? The less efficient they are, the more they earn in fines.
A very stupid system.

Complaint: [redacted]
I am rejecting this response because: Threatening to send a customer to collections once they have notified your company that they received no prior notice and that they are filing a grievance violates the Federal Collections Claims standards signed into effect January 2000. [redacted]You have just admitted that your company standard violate the above regulations.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/06) */
Dear Sirs,

Considering our response includes personal identifiable information, which per Revdex.com recommendation should not be made public, please find attached our letter response and all related attachments.
Thank you,

Dear Sirs, Following your contact we have confirmed your claim that the said vehicle has in fact changed its registration. We have updated the account accordingly and reprocessed to the correct new registered owner. Also we are taking your comments and feedback in consideration to further...

improve our processes and customer experience. Thank you for you time. Sincerely,[redacted]
[redacted]
[redacted]

Considering our response includes personal identifiable information, which per Revdex.com recommendation should not be made public, please find attached our letter response and other materials supporting our response and determination to this complaint.Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/04/30) */
Dear Sirs,
Considering the response includes personally identifiable information which should not be made public per Revdex.com recommendation, please find attached our letter response and all related attachments.
Thank you,
[redacted]

Revdex.com:
I want to make clear that their bill collecting practices are unacceptable. I have had to go through the trouble of calling and not being able to get in touch with them, and then file a complaint with the Revdex.com, and then play phone tag wth northwest parkway until this was resolved; all so that I could pay what was owed. They charge 45 cent "processing fees" PLUS 65 cent mailing fees (no return envelopes are included with bills) and then they "accidentally" send mail to the wrong address and charge $25 late fee PER TOLL!!!! Not per late bill -- PER. TOLL. If they want to charge $25 per toll, how about they compensate me for MY time that they wasted in an effort to make extra money?! [redacted] even covered northwest parkway's smarmy business practices. They're a bunch of crooks, and I have had to spend hours of my time paying a $18 bill instead of $130 with nothing more than a "woops, we sent your bills to the wrong address ..." Northwest parkway is highway robbery literally and figuratively and I hope they're on your radar moving forward. 
Sincerely,
[redacted]