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RiverLink Reviews (196)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have tried on numerous occasions to contact RiverLink via the phone during business hours, and am yet to get an opportunity to speak with someone concerning my complaint. If they are mailing the billing invoices to the wrong addresses, I don't believe I can be expected to be responsible for their lack of information. 8 months ago, I received my registration renewal at my home address from the County Clerk's office, so I know the State of TN has my correct address on file. If RiverLink is working from an outdated data base, that is on them. From what I can tell, they are a mess of a company, and an embarrassment to the government agency who gave them the contract. The only resolution to this matter that will be acceptable to me is that they rescind the late fees and send me an invoice stating that I have paid my tolls in full. From the number of complaints, I wouldn't be surprised to see a class action suit filed in the near future against this badly managed business. Just 2 weeks ago I received a notice from RiverLink stating that they had erroneously added late fees to all of their October invoices. This just confirms they really don't have competent oversight in their billing department. I'm sure they get away with this kind of theft from many people, but that doesn't make it legal.
Regards,
[redacted]

This letter responds to your inquiry dated December 11th, 2017, requesting that we review Mr. [redacted]r’s concerns in regards to invoices received. After locating your invoiced account, we were unable to locate a transponder associated to the license plate on the invoiced account. To add in funds to an...

account a customer can always access their account online, or can use our automated system to replenish the account. If the transponder was acquired from a local retailer such as [redacted] or [redacted]’s they would need to replenish the account by reloading their account at any participating retailers or contacting us via phone. To better help resolve this issue and to possibly locate the transponder account, please provide us a call at your earliest convenience. Our phone number is 1-855-748-5465, and our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated December 18th, 2017, requesting that we review Mr. [redacted]f’s concerns in regards to invoices received. After reviewing Mr. [redacted]f’s account, it appears that there are two reference numbers that are posted on the account. Reference number [redacted] is showing that...

there is a $68 balance that is owed. In regards to reference number [redacted], the balance is showing that there is a $0 owed. To better help resolve this issue for Mr. [redacted]f, we would require a call in to our customer service center at Mr. [redacted]f’s earliest convenience. By providing us a call, we would be able to explain transaction dates and go into more detailed information for Mr. [redacted]f Our phone number is [redacted], and our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated February 9th, 2018, requesting that we review Mr. [redacted]k’s concerns in regards to invoices received. After further review of both invoiced accounts, it does appear that both invoices have been paid in full and reflect a $0 balance. The reference number...

[redacted] was linked to a billing error and all fees associated with this invoice has been removed. We do apologize for any misunderstanding and inconvenience during this time. To answer any further questions please provide us a call at earliest convenience at ###-###-####. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Response:This letter responds to your inquiry, dated April 5th, 2017, requesting that we review Mr. [redacted]t’s concern of contacting us. We do apologize for the frustration and time spent in attempt to reach us. Since your submittal, it looks like we have been in touch and resolved this issue in...

regards to your personal account. We do appreciate your time and business. Since the month of March, we have seen a decrease in waiting for calls from twenty-two minutes to now less than one minute. Once again, we do apologize for the inconvenience caused to you Mr. [redacted]t. To answer any additional questions, please contact us at [redacted] to answer any further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY] Riverlink should put information on their website for people who are leasing a vehicle, just like they have information for those who are renting.  It should explain to drivers that they will not receive the bill directly, that they can log in with the license plate, and that they may incur extra late fees if they wait until they are notified by the car company.  Secondly, Riverlink should consider changing their policy for drivers who have multi-year leases with car companies so that drivers can indeed receive their bills directly.  The third request is that they change the policy so that the person who is leasing the vehicle can file disputes when billing charges exist as well as find out about their bill without having to go through the leasing company.  Having clear procedures on their website and more ethical policies would help all individuals who are leasing vehicles be informed and capable of handling any issues that arise.  Nissan has waived my fees due to everything that happened, but this does not help other customers who encounter Riverlink.  When I called in, they couldn't tell me anything except the bill had been paid.  They couldn't tell me where the bill was sent, who received the first notice, or allow me to file a dispute because I am leasing the vehicle....this after waiting an hour to speak with an agent.  When I went to the website, there was no information for customers who were leasing.  When I tried to put in my license plate, nothing came up.  I followed the information about rental cars since that seemed to be the situation closest to leasing.  It is not acceptable to give customers who want to pay their bill the run around - if we call in we can't get information since we don't own the car.
Regards,
[redacted]

This letter responds to your inquiry dated January 29th, 2018, requesting that we review Mr. [redacted]e’s concerns in regards to disputing charges. If a customer ever feels they have been billed in error, they may always submit a toll dispute form.  A toll dispute form can be obtained online at...

Riverlink.com under the “help” section. Once the form was completed and any additional documentation needed is attached, a customer could either mail or e-mail the dispute form in to us. For a customer to email a dispute form they would need to send the dispute form to [redacted] Once the email is received by our office, an auto response will be sent back to the customer stating that we have received their email and that all disputes will be addressed in thirty days. For a customer to mail a dispute form into us they would need to send it to [redacted]. Just like emailed dispute forms, all mailed dispute forms will be addressed within thirty days of receiving the toll dispute form. To answer any additional concerns or questions please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated February 23rd, 2018 requesting that we review Ms. [redacted]s’ concerns in regards to invoices received. After further review of the invoice account, it does appear that the $68 balance is showing valid. All the invoices were generated and sent out to the...

address associated with registration from the Department of Motor Vehicles. Only issue that could’ve possibly contributed to not receiving invoices would be if an address change occurred and information was not updated for the vehicle’s registration through the department of motor vehicles. To better help resolve this for Ms. [redacted]s, we would ask for a call into our customer service center. We possibly can offer a tiered settlement on this invoice. With a tiered settlement, we can discount part of the invoices fees, but we cannot fully waive them. Since the toll dispute was denied, the customer can request an administrative hearing to appeal. The customer would then attend a physical meeting where the hearing officer would determine an approval or denial for the specific request. To request an administrative hearing a customer must submit a written request to: Kentucky Public Transportation Infrastructure Authority, Attn: [redacted] (disputes) [redacted]
[redacted]   (Must also copy): [redacted]
[redacted] [redacted]
[redacted] We do apologize for any frustration caused during this time to Ms. [redacted]s, and we look forward to resolving this issue. To answer any questions or concerns, please feel free to contact us at your earliest convenience at 1-855-748-5465. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated December 14th, 2017, requesting that we review Mr. [redacted]i's concerns in regards to invoices received. In regards to collections notices placed on accounts, RiverLink does not report to the credit bureau. After reviewing Mr. [redacted]i’s account, it...

appears that the account is now reflecting a $0 balanced owed. We do apologize for any misunderstanding and inconvenience during this time. To answer any further questions please contact us at 1-855-748-5465. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Response:This letter responds to your inquiry dated, June 5th, 2017, requesting that we review Ms. [redacted]n’s concerns in regards to receiving an invoice from us. After reviewing the reference number, you provided to us it appears as if the charges are valid after reviewing images of toll...

transactions and comparing information obtained from the department of motor vehicles. If you were not aware of the new toll roads through the Louisville Southern-Indiana region this is how our toll bridges operate through the area. RiverLink’s bridges are operated by an electronic tolling system. To keep the flow of traffic always moving on the toll bridges (New-Abraham Lincoln Bridge I-65N, Refurbished-John F. Kennedy Bridge I-65S, and the New-East End Bridge which connects the Gene Snyder Freeway in Kentucky with State Road 265 in Indiana) were not constructed with tollbooths or cash lanes. The toll roads have sensors to read transponders and cameras to photograph license plates. If the vehicle has an established pre-paid account with us, then all toll charges will be deducted automatically at a reduced price. If the vehicle is not registered for one of the RiverLink pre-paid accounts or have an EZ-PASS transponder, then a paper bill will be issued to the owner at the address of the vehicle based off DMV records. There are signs along the side and above of the highway alerting to customers of a toll bridge ahead, as well as methods of payment listed (EZ Pass/RiverLink Account or Pay by Mail). In your submittal, it states you utilize Peach pass due to residency in the state of Georgia. Unfortunately, RiverLink’s toll bridges do not accept Peach Pass as one of their transponder providers. We do however accept any EZ-Pass provider through our local bridges. To help resolve this issue and better assist you Mrs. [redacted]n please give us a call back at ###-###-####, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

This letter responds to your inquiry dated November 13th, 2017, requesting that we review Mr. [redacted]z’s concern in regards to toll transactions. After reviewing Mr. [redacted]z’s account it does appear that the account is now showing no balance owed. Now with no balanced owed on the vehicle the...

customer would be able to add the vehicle’s license plate in to his RiverLink’s pre-paid account online. To answer any further questions please provide us a call back at 1-855-748-5465. Our hours of operation are Monday-Friday 7-7 EST and on Saturday 8-2 EST.

Response:This letter is in response to complaint number [redacted], requesting that we review Mr. **r’s concerns regarding an invoice he received from our office. Our records indicate that on January 3rd, 2018, Mr. **r’s first toll notice was mailed to the address listed on his vehicle’s registration...

records. We have received Mr. **r’s dispute form in our office. Per the states’ policies, we are unable to waive any tolls or fees at this time. However, we may be able to offer a tiered settlement. With a tiered settlement, a partial discount of invoices fees may be offered. In order to establish a tiered settlement agreement, Mr. **r must contact our customer service center for agent assistance. If Mr. **r has any additional questions or concerns, he may contact us at ###-###-####. Our hours of operations are Monday-Friday 7:00 AM-7:00 PM EST and on Saturday 8:00 AM-2:00 PM EST. He may also visit www.riverlink.com.

This letter responds to your inquiry, dated October 24th, 2017, requesting that we review Mr. [redacted]t’s concern in regards to an invoiced that was received. After reviewing the submittal and locating Mr. [redacted]t’s account it appears that his account was impacted by a billing error that issued out a...

second toll invoice before a first invoice was sent off. Our billing processing team has gone through correcting these issues and reissuing first invoices with the second toll notice fee waived. We do apologize for any inconvenience and misunderstanding this has caused during this time. To answer any further questions, you may have please contact us at ###-###-#### to answer any further questions, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated December 16th, 2017, requesting that we review Mr. [redacted]s’ concerns in regards to an invoice received. If you were not aware of the new toll roads through the Louisville Southern-Indiana region this is how our toll bridges operate through the area....

RiverLink’s bridges are operated by an electronic tolling system. To keep the flow of traffic always moving on the toll bridges (New-Abraham Lincoln Bridge I-65N, Refurbished-John F. Kennedy Bridge I-65S, and the New-East End Bridge which connects the Gene Snyder Freeway in Kentucky with State Road 265 in Indiana) were not constructed with tollbooths or cash lanes. The toll roads have sensors to read transponders and cameras to photograph license plates. If the vehicle has an established pre-paid account with us, then all toll charges will be deducted automatically at a reduced price. If the vehicle is not registered for one of the RiverLink pre-paid accounts or have an EZ-Pass transponder, then a paper bill will be issued to the owner at the address of the vehicle based off DMV records. There are signs along the side and above of the highway alerting to customers of indicating of a toll bridge ahead, as well as methods of payment listed (EZ Pass/RiverLink Account or Pay by Mail). In regards to the signage for the two-dollar rate, the two-dollar toll rate is for customers that have signed up for either a RiverLink pre-paid account or another tolling corporation’s EZ-Pass. There are other signs posted along the highway advising of the pay by mail option at a $4 rate as well. If Mr. [redacted]s would like he could call in or visit RiverLink.com and sign up for a RiverLink account, and we could get a transponder out for the vehicle to start receiving the reduced tolling rate.             We do apologize for any misunderstanding and inconvenience caused to Mr. [redacted]s during this time. To answer any additional questions please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 EST.

Response:This letter responds to your inquiry, dated May 3rd, 2017, requesting that we review Ms. [redacted]s’ concern in regarding an invoice that was received. After reviewing your submittal to us, it appears that the account has no balanced owed. We do apologize for any frustration and misunderstanding...

during this process Ms. [redacted]s. Please contact us at 1-855-748-5465 to answer any further questions, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

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Address: 400 E. Main Street Suite 102, Louisville, Kentucky, United States, 40202

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