ComplaintsforDulles Greenway
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Complaint Details
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Initial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The greenway toll reader didn’t pick up my transponder’s signal. I use it at least once a week, every 6 months the reader doesn’t work. I explained this to two different people when I called twice about it. I‘ve received an email address to supply all information regarding my car and account. I did that and never heard back. A few weeks later I received the notice again to pay. I was so fed up with them I just payed the $32.25. A few weeks later I’m receiving a notice from a debt collector!!!!! Unacceptable!!! I have an account, I pay every time. Their system didn’t work, the employees never responded to my email even after I spent time on speaking with them, I PAID THE PENALTY AND FEE even though I shouldn’t have to and after all that I’m receiving a mail from a DEBT COLLECTOR!!!Business response
09/28/2023
This customer had 2 toll violations on the Dulles Greenway. We did not receive payment at the time of the transaction. After each violation, we tried to collect the toll via the vehicle license plate through *******, but it was not connected their account at the time of the violations. Customer drives a ***** and the ******* transponder does not work in the vehicle due the windshield. Customer needs the transponder you can mount on the front license plate of the vehicle. We did receive payment for one violation on 8/28/23, but second outstanding violations that was turned over to collections after 60 days. We sent the customer four different notices regarding the outstanding violations.
Customer has an additional violation from 9/6/23 that is outstanding as well. The notice was mailed out this week.Initial Complaint
09/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
There is a clear issue with the electronic tolling system. I have an ez pass attached to the front windshield of my car and never had difficulties going through the same toll road entrances the last 5 months. This is either a fake attempt to collect extra money from me or the electronic toll collection system encountered an error and they are trying to let the customer take the fall for an error in the system. I should go to news agencies about this!Business response
09/28/2023
Dear Sir or Madam:
Thank you for providing the information necessary for us to investigate the validity of the above referenced toll violation(s). We reviewed the information you provided as well as our data. After completing the review, we agree that you are not responsible for these violation(s).
As a result, the violation(s) were dismissed. Please retain this letter for your records.
We apologize for any inconvenience this may have caused you. If you have additional comments or questions, please feel free to contact us at Dulles Greenway Violation Enforcement Center Phone ************.
Dulles Greenway
Violation Enforcement CenterInitial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dulles greenway has failed to answer multiple calls and emails from me regarding a bill they sent me, I had a defective transponder and they confirmed they would remove the admin fines and have since then not sent me an updated bill and are not responding to my correspondence. I have a string of emails to show proof of their negligence and now they have sent my bill for collections. They need to be fined for the misappropriate activities they are performing on their customers. This is utter nonsense, ridiculous and a violation of basic business trust and common sense.Business response
09/26/2023
The matter was resolved on September 13, 2023.Initial Complaint
08/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have received 3 separate bills for tolls for a car that is not mine. I live in Florida and have never driven on the Dulles Greenway in Virginia (or any other toll roads in Virginia). When I called to dispute the first bill, I was told that the software had misread the license plate (it misread 8/B) and the car in question was a *** (my car is a *****). I was told that the issue would be resolved. After the second bill, I was told that the issue would be corrected (again). Now I have a 3rd bill. In total, these unpaid toll notices are for 5 separate offenses where the software has misread plates. This company knows about the software problem, and they obviously have a way to verify the plates/car/make/model before sending these notices. But they choose to send "unpaid toll notices" without verifying any of the information produced by faulty software. I have spent hours dealing with customer service and sending emails, yet this harassment continues. This company needs to fix the software or set up a verification system before sending out notices. I can only imagine how many other people are dealing with this, but I feel sure that I am not the only one being harassed by this company.Business response
09/12/2023
Thank you for providing the information necessary for us to investigate the validity of the above referenced toll violation(s). We reviewed the information you provided as well as our data. After completing the review, we agree that you are not responsible for these violation(s). As a result, the violation(s) were dismissed. We are adding a manual review process for ******* license plates with the number 8 or letter B to avoid incorrect reads from the camera system.
We apologize for any inconvenience this may have caused you. If you have additional comments or questions, please feel free to contact us at Dulles Greenway Violation Enforcement Center Phone ************.
Customer response
09/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: The business failed to correct the problem as they represented that they would. I received for the fourth consecutive month another Notice of Unpaid Toll (see attached). Because of their continued failure to fix the problem had to get a new license plate.
Regards,
*****************************Business response
09/28/2023
I spoke with ****************** directly today. The matter was resolved, and he's satisfied with our manual review of Florida license plates. He has my direct phone number to contact me directly he receives any violation notices from the Dulles Greenway.Customer response
10/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
08/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I continue to receive a Notice of Unpaid Toll from The Dulles Greenway Customer Service Team. I notified them in writing several months ago that the notice pertained to a car and license plate # that IS NOT my car. When I call them, I leave my name & phone # for them to call me. They NEVER return my messages. This week I received a Final Notice of Unpaid Toll that contained a threat of prosecution if I don't pay it. Please advise. Thank you!Business response
09/06/2023
This matter was resolved. We do provide customers with a dispute section on back of the notice if the car was not their vehicle.Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was driving in Virginia for a couple days while visiting in-laws on 5/27 & 5/28. A few weeks after returning home, I received two Notices of Unpaid Toll in the mail with a litany of tolls and administrative fees from various states. I paid all of them, including Pennsylvania, with no issues. However, the DullesGreenway website is broken and won't let me pay. I searched by my serial number and date, but my toll amounts either didn't exist or were different than what I receive don the written notices. Thus, I paid what the website would allow me to. Subsequently, I received two more Notices of Unpaid Toll for the full amounts, despite having made partial payment. So I called DullesGreenway and the automated voice prompt said to leave a voicemail. The voicemail prompt said the mailbox is full and it ended the call. I emailed them twice in the last month and have received no response. I'm afraid filing this complaint is my only recourse since there is no customer service to speak of, yet I keep receiving notices in the mail threatening prosecution.Business response
08/14/2023
This matter was resolved last week with ******************.Customer response
08/17/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Initial Complaint
07/21/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Received an unpaid toll notice for a May 12, 2023 10:15am toll when we and our vehicle were at our doctors for an endoscopy procedure at 10Am in *************************. Received a second unpaid notice a month later after I already sent in a dispute through their automated email process with no correspondence from them. I have called and left a message, called back and now the phone in box is full and can't take anymore messages. Sent a contact message via their website and another dispute through their automated services with no correspondence. On July 21, 2023 I have sent via mail a dispute with printed documentation of our location at the time of the toll.Business response
08/04/2023
This matter was resolved on 7/24/23. The violation was dismissed after the camera system misread the license plate.Customer response
08/10/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************************Initial Complaint
06/30/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Dulles Greenway send me a notification of an unpaid toll violation on April 13. The toll was related to a rental car my spouse was using. We had a transponder in the vehicle, but it did not pick up this toll. I have left messages, emailed, and tried to contact them through their website. No one has responded. There is no way to reach a human being. The toll feel is for 32.25, and there is no toll in the world that should cost that much. There is no explanation of the fees or justification for why the cost is 32.25. Please help my contact a person or have the business respond to me. Thank you.Business response
07/14/2023
We returned ************** phone call today.Business response
07/17/2023
This matter was resolved on Friday July 14th.Initial Complaint
06/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I did not have a transponder in my 2nd vehicle, the toll was $7.25 - and even though it is not late yet, Dulles Greenway is automatically charging a $25 administration fee... which is an unreasonable 345% markup on their single event earning.Business response
07/17/2023
We follow the Virginia state law for failure to pay toll. The fee is state by the state of Virginia.
46.2-819. Use of toll facility without payment of toll; circumstances to be considered in assessing penalty.
The toll facility operator may impose and collect an administrative fee in addition to the unpaid toll so as to recover the expenses of collecting the unpaid toll, which administrative fee shall be reasonably related to the actual cost of collecting the unpaid toll and not exceed $100 per violation. Such fee may be levied upon the operator of the vehicle after the first unpaid toll has been documented. The operator of the vehicle shall pay the unpaid toll and any administrative fee detailed in an invoice for the unpaid toll issued by a toll facility operator. If paid within 60 days of notification, the administrative fee shall not exceed $25.
Initial Complaint
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a notice for an unpaid toll that was an error and after over a month in attempting to reach them by all the means available (email and phone) I never received a response. There is no option to speak directly to a representative as you can only leave a voicemail and at times the voicemail box is full.Business response
06/30/2023
The issue was resolved on June 14th. I apologize for any inconvenience this may have caused you. We are experiencing a higher-than-expected call volume since we moved the toll gates. We are also having problems filling vacant customer service rep positions.Customer response
07/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************
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Customer Complaints Summary
32 total complaints in the last 3 years.
13 complaints closed in the last 12 months.