RiverLink

Response:This letter responds to your inquiry, April 12th, 2017, requesting that we review Mr. [redacted]t’s concern regarding an invoice received. After reviewing your submittal, it appears that we had the pleasure of speaking with you and that account was paid in full and closed out. 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 (EZ Pass/RiverLink Account or Pay by Mail). We do apologize for any frustration and misunderstanding during this process Mr. [redacted]t. 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 October 19th, 2017, requesting that we review Ms. [redacted]r’s concern in regards to invoices that have been received by her business. After reviewing Ms. [redacted]r's submittal, it appears that we do have multiple invoices still with a balance that is...

owed. To better help assist and resolve this issue please provide us a call at [redacted] and request to speak to a commercial agent.In addition to we are going to have a fleet request form emailed off to the email provided as well. If interested in signing up for a RiverLink account, this fleet request form would need to be submitted to complete the process of establishing a commercial account. The benefit of signing up for a RiverLink account would be to help manage crossings going forward, receive a reduced rate for crossings, and no longer receiving invoices through the mail. Please allow 7-10 business days for a commercial agent to reach out to in regards to this manner. We do apologize for any inconvenience and misunderstanding this has caused during this process. We look forward to resolving this issue for Ms. [redacted]r.

This letter is in response to complaint ID: [redacted] filed on January 29th, 2018. After reviewing both license plates on Mr. and Mrs. [redacted] account it does appear that both license plates show no outstanding balance at this time. It could’ve been that an invoice was already sent out in the mailing system while we last spoke. At this present time, Mr. and Mrs. [redacted] account is showing active with a positive balance. To answer any additional questions or concerns please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. You may also visit www.Riverlink.com for any additional information.

This letter responds to your inquiry, dated September 26th, 2017, requesting that we review Mr. [redacted]s’ concern in regards to an invoice that was received. We do apologize for any misunderstanding this issue has caused to you during this time. With the electronic tolling system we use through the...

area it captured your vehicle as a Class 2 vehicle. This process is done automatically and charges the vehicle the higher rate due to the classification of the vehicle. To better help assist you in resolving this issue please call us at [redacted], and we would be more than happy to make the appropriate adjustments to the account. Our hours of operation are Monday-Friday 7-7PM EST and on Saturday 8-2PM.

Complaint is resolved.

This letter responds to your inquiry dated February 20th, 2018, requesting that we review Mr. [redacted]e’s concerns in regards to invoices received. When a RiverLink pre-paid account goes into a negative status and no funds are available, we must invoice at the higher toll rate by invoice. After...

reviewing Mr. [redacted]e’s personal account, it does appear that several alerts were sent via text messaging and by email for updates on the status of the account. On June 4th, 2017 two separate emails were delivered to Mr. [redacted]e’s email on file. One of the emails alerted of a low balance on the account, and then the following email was alerting of a negative balance.  On October 3rd, 2017 two separate texts messages and two separate emails were sent alerting of higher toll rates and the possibility of receiving invoices could transpire. In addition to the alerts, invoices sent out to Mr. [redacted]e’s mailing address were advising of the higher toll rate as well.             To better help assist Mr. [redacted]e, we would request a phone call at Mr. [redacted]e’s earliest convenience. Our phone number is ###-###-####, and our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. We look forward to resolving this issue for Mr. [redacted]e to the best of our ability.

This letter responds to your inquiry dated January 19th, 2018, requesting that we review Mr. [redacted]n’s concerns in regards to an invoice received. After further reviewing Mr. [redacted]n’s account, it does appear that the adjustments seen on the invoice were temporary credits added into the account...

during the dispute process. We do apologize for this confusion as the invoice did not show the removal of the temporary credits for the toll transactions. We are able as a one time courtesy to grant the refund of $13 due to this confusion. Please allow 7-10 business days for the refund to process. To answer any further questions please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This letter responds to your inquiry dated March 1st, 2018, requesting that we review Ms. [redacted]l’s concerns in regards to an invoice received. After further review of the account, it does appear that crossing Ms. [redacted]l is referring to occurred not for the year of 2017, but for the year 2016. This...

information can be reviewed for validation at www.riverlink.com by clicking on the pay invoice tab. By typing in the reference number and license plate number, a customer can view the transactions date and time. Also by clicking on the transaction id for the crossing, it will allow the customer to pull up the image and see the date stamped on top of each image in a day, month, year format.             December 30th, 2016 was the first day of tolling for the bridges through the Indiana-Kentucky region. The reasoning for the lapse in an invoice being sent off was due to only one crossing be applied to the license plate at the time. An invoice is not prepared for billing until an account balance reaches above $5. Once the account reaches this milestone, an invoice is then sent out the customer. So, when the crossings the following year occurred it then allowed the invoice to be issued.             We do apologize for any misunderstanding and trouble caused during this time. To answer any additional questions or concerns, please contact us 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 May 1st, 2017, requesting that we review [redacted]y’s concern in regards to receiving an invoice from us. After reviewing your concern, it appears that your invoiced account has been closed and paid in full. In your submittal, it states you paid for...

all tolls on your way to and from Florida. 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 (EZ Pass/RiverLink Account or Pay by Mail). We do apologize for any frustration and misunderstanding during this process Mr. [redacted]y. 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. Sent on: 11/16/2017 3:59:30 PM

This letter responds to your inquiry, dated October 25th, 2017, requesting that we review Ms. [redacted]n’s concern in regards to an invoice that has not yet been received. We do apologize as we are experiencing extremely high call volumes at this time, due to the recent announcement of Kentucky and...

Indiana soon placing possible holds on vehicle registrations for delinquent toll notices. After reviewing information from Ms. [redacted]n’s submittal it appears that we have located one invoice that matched her address and name in our system. However, after looking at the invoice it appears that there is no balance owed for this particular invoice. To ensure that we are referring to the same vehicle and not showing any other possible open invoices, we would need the license plate number from the vehicle that crossed to determine this. We do apologize for any inconvenience and misunderstanding during this time. Please contact us at [redacted] to answer any further questions, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Response:This letter responds to your inquiry, dated March 3rd, 2017, requesting that we review Mrs. [redacted]k’s concerns in regards of not receiving a discount on her account. Since sending in your submittal, it appears that the issue has been resolved and the frequent user discount has been...

applied into your account. We do apologize for any inconvenience and misunderstanding during this time. 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.

This letter responds to your inquiry dated January 8, 2018, requesting that we review Mr. [redacted]r’s concern in regards to an invoice received. After reviewing the account, it does appear that the account was affected by a billing error. After making this discovery we have adjusted the account, and now...

the account is reflecting a twelve-dollar balanced owed.  We do apologize for any trouble and inconvenience during this time. Our phone number is [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. We look forward to speaking with soon.

This letter responds to your inquiry dated December 19th, 2017, requesting that review Ms. [redacted]i’s concerns in regards to a toll invoice. After reviewing your account, it does appear that we had the pleasure of speaking with Mrs. [redacted]i and resolved the issue. We do apologize for any...

inconvenience and trouble with the automated phone system Mrs. [redacted]i may have had. We do appreciate any feedback, and will continue to look to make improvements to better our operations. To answer any further questions please feel free to contact us at [redacted]. Our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.YOU ARE THE ABSOLUTE WORST BUSINESS ENTITY I HAVE EVER DEALT WITH. I HAVE ENCOURAGED THE STATE OF KY TO CANCEL THEIR CONTRACT WITH YOU!
Regards,
[redacted]

Response:This letter responds to your inquiry, dated April 29th, 2017, requesting that we review Ms. [redacted]s’ concern in regards to an invoice that was received. After reviewing your account, it appears we had the pleasure of resolving this issue with you. 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.

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.
Regards,
[redacted]If my memory serves me correctly, I seem to recall that somewhere in the information from Riverlink's own website when all this happened in the spring of 2017, that Riverlink's OWN ADVICE to people like myself with a complaint download a complaint form off their website, fill it out, and and send it to them via USPS Certified Mail to ensure delivery/proof that it was sent to them. So, this is what I did. Since Riverlink refuses to reimburse me for the expenses I incurred putting all the information together and sending it to them  explaining why their fictitious billing sent to me with my OLD, EXPIRED license plate on a vehicle crossing their toll bridge had ZERO MERIT, then we are at a standstill. Riverlink should be the subject of a class action lawsuit. When this all began with my own experience with Riverlink, my research on Revdex.com's website revealed  DOZENS of complaints by others against this company besides myself, all with similar complaints. In no way shall I consider this matter to be resolved, whether or not Riverlink chooses to ignore my suggestion on how to resolve the problem, which is to reimburse me for my expenses.

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 already attempted to call the phone number to have the amount reduced. $10 is not a reduction on a bill that should only be $8 that has escalated to over $60 on no fault of my own. That is how I was led to the dispute resolution system in the first place. When they refused to accept that their system was flawed and that I was not lying when I said I got not a single billing statement from them, I contact the Revdex.com. Their answer remains to use the original phone number I called and asking for the  "tiered resolution" which is no resolution at all. RiverLink has so many complaints against them that they cannot ignore the fact that they need to take accountability for fault in their system. I refuse to pay this hefty fee for using a bridge to visit their state.
Regards,
[redacted]

This letter responds to your inquiry dated January 30th, 2018, requesting that we review Mr. [redacted]a’s concerns in regards to invoices received. After reviewing the account, it does appear that we have been in contact with Mr. [redacted]a’s wife in regards to the invoices. On February 13th, 2018, we spoke to...

Mrs. [redacted]a and resolved the issue over the phone. We do apologize for any inconvenience during this time, and we are glad to have resolved this issue. To answer any additional question please provide us a call at [redacted]. 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 3rd, 2017, requesting that we review Mr. [redacted]r’s concerns in regards to a payment that had not been applied to your account. After reviewing your submittal, it appears we have recently had the pleasure of speaking with you and resolving the...

issue of moving the payment from your invoiced account over to your pre-paid account. We do apologize for any frustration and misunderstanding during this process Mr. [redacted]r. 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.