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Business Profile

Public Works and Government Services

405 Express Lanes

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/21/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 25th, 2024, my family (including myself, my husband, and our son) drove from ********* to ********** for an eight day vacation cruise. We returned from the cruise and drove home on June 2nd, 2024. As out-of-town visitors unfamiliar with the area, we were unaware of the 405 Express Lanes toll program and its regulations. (After some research we learned the program just opened Dec. 1, 2023)On June 13, 2024 we received a toll evasion violation from 405 Express Lanes charging us for a June 2, 2024 toll ($1.40) and a toll penalty of $25. We later received another violation for a similar toll violation occurring the first day of our trip, May 25, 2025.Upon reviewing the violation details, we realized that our car contained three occupants, which qualifies us for free carpool lane usage according to the 405 Express Lanes program's guidelines. Unfortunately, unfamiliar with the system and Los Angeles toll requirements, we unintentionally used the 405 Express Lanes not knowing we were expected to register with them before driving the lanes.Considering the extenuating circumstances of our first-time, unintentional violation while adhering to the carpool lane occupancy requirement, we kindly emailed and then called the 405 Express Lanes several times to request the withdrawal of the associated toll and added penalty. We were denied via email and on our phone calls.We understand the importance of following traffic regulations. However, expecting out-of-town vacationers to fully understand the 405 Express Lanes toll program's intricacies seems unrealistic and could be considered as targeting unfamiliar and out-of-town drivers.

405 Express Lanes is NOT a BBB Accredited Business.

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