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Business Profile

County Government

South Bay Expressway

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/12/2024

    Type:Service or Repair 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.
    Was traveling in the area during vacation and I used their toll road. Which I understand I need to pay, but a $40 fine for not having their fastrak is outrageous. I don't live in the area and I don't need thier fast trak. Their dispute system requires to send information in the mail and if don't pay the fine in less than 30 days it atumatically becomes $102.50. This is $100 extra for a $2.50 toll. How is this allowed for a system to over charge $100 for a simple $2.50 toll. I have no issues paying the toll but the fine is too much. Times are hard for everyone now days and this should be investigated. This complaint is problaby going to end up no where. But if some one is readying this please take action.my violation number was ********** and I paid the $42.50 toll for one time use :(

  • Initial Complaint

    Date:03/20/2024

    Type:Billing 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.
    Is about entering the 125 freeway I saw the payment box I missed it but right away returned and made the payment of 2.50 two dollars and fifty cents gave 3 dolls did not go change fifty cent but now they are charging me for it again.

  • Initial Complaint

    Date:12/31/2023

    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.
    This GOVERNMENT ENTITY is greedily charging erroneous fees and refusing to respond to my customer service request for over a month.I want a refund of these fees. Every trip I have made in the last SIX MONTHS has been accompanied by PASSENGERS and no tolls should have been assessed.Additionally, I want my customer service request handled. I should not have to call in and wait for HOURS on hold for a clerical issue.

  • Initial Complaint

    Date:09/15/2023

    Type:Billing 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.
    In July 2023, I received a letter from the company saying that I had accumulated $1700 USD in penalties associated to the use of the 125 toll road for our two family vehicles. I called them to find out why (waiting about 1 hour in the customer line), and they told me that in October 2022 I was kicked out of their "Fastrak" System due to lack of payment, so during 10 months I had been charged at a much higher rate (the "non-fastrak" rate, which is more than twice as expensive), thus rapidly accumulating debt without me knowing. When I asked why they didn't let me know about the situation much sooner, they said they don't call customers but just notify them via email (which I never received).I replied that I'd gladly pay the amount I owed but that it was unfair that they want me to pay the higher "non-customer" fee, because I never knew that I had been kicked out of the "fastrak "system (because they notified me on the phone only 10 months later). They replied that a manager would call me in a few days to arrange a deal on how to pay my debt, and I agreed. They also advised me to stop using the toll gate all together, which I did. I never received the call from the manager. When I call them 3 months later (on September 2023, again waiting about 1 hour on the line), they said that my penalty was now $2400 USD due to continued use of the toll road (which is a lie) and there was no mention about any arrangement offered to pay.I accuse this company of kicking customers out of the fastrak system and failing to notify them so they can charge a higher rate, also charging for non existing journeys. Hundreds or thousands of customers in San Diego received a similar treatment.The reason for them not receiving my payments is because my new bank (UNION BANK) failed to notify the company about my new bank account when they bought my former bank (BBVA) in 2022. I'm looking forward to pay my debt immediately, but at the fair "fastrak" rate.Please let me know what can I do.Thank you,*************************

  • Initial Complaint

    Date:09/05/2023

    Type:Billing 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.
    I have tried to call over 20 times with no one ever answering the line, it just hangs up. I've left numerous email, but no replies. I have a violation late fee that needs to be written off. I have a Toll Road account for the license plate dated before the violation dates, so this should have been paid. Violation #s 9914787559/9914252849. License plate is *******.

  • Initial Complaint

    Date:08/09/2023

    Type:Sales and Advertising 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.
    Mailing received on Aug 9, 2023. Notice of toll evasion, listing my vehicle with $42.50 penalty for not paying a toll and penalty will be increased to ****** if not paid by Aug. 24, 2023. This is an error, not me or my vehicle have traveled outside of ********. They require me to file a dispute that will be by mail to file the dispute by the 29th, and is cumbersome to prove my innocence. At first I thought it was a scam, but after online research, it appears many people have been accused falsely and after much effort some get resolution. Please investigate, my notice number is **********. I do not owe this, I did not use this toll, I was not in California during this time and my vehicle has not left the state. There was not a license plate photo included. This is very unethical behavior by this business. I want this charge removed and business records of correcting the error. I am uploading the toll evasion notice in this compliant. Thank you.

  • Initial Complaint

    Date:03/13/2023

    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 2-12-2023 I went to South Bay Expressway office to turn in my transponders and close my account. My refundable Prepaid Balance was/is $16.17 as noted on the receipt (see attached) they gave me. The employee that I turned the transponders into, stated that I should receive a check in this amount in 4 weeks. It has been over 4 weeks. On 3-4-2023 I received a email from them saying my current statement balance was $12.83. When I called on 3-13-2023 to inquire, I was told by the rude, disrespectful, unprofessional woman that a $3.80 service fee was charged because I didn't use the tollway. Wait! You cannot charge someone a fee when an account is closed. She stated yes they could because the account isn't really closed until they send the refund check out in 6 weeks. See the supporting documents attached.I expect the full $16.17 refund from them in the next two weeks. And, I expect a written apology from their CEO for their employees treatment of me on the phone. Thank you!

  • Initial Complaint

    Date:10/19/2022

    Type:Service or Repair 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.
    The South Bay Express has continuously (7 occasions) not acknowledged the fact I have a faulty transponder box that does not read all the time. I have received 7 toll road violations and upon telling them that I carry my required transponder they only say it was not registered when the car passes. I know there has been several times I've passed by and the transponder has not sounded to indicate a passing. These incidents have occurred while I was on my motorcycle carrying the transponder box to avoid being sited. I had to carry this transponder because their address would not let me enroll my new motorcycle to my account. When I contacted (October 3rd 2022 via email) and explained there was a faulty transponder issue along with adding my vehicle, as of 17 October I did not receive a response. It took calling 17 October 2022 to only be told to resolve, I need to pay the toll fee. I would think if your system is not registering via the transponders or website not allowing me to add vehicles, I should NOT have to pay this violation received due to an error on their part. I'm sure I'm not the only one this is happening to so I hope some sort of resolve can take place to look at the functionalities of the transponders to determine if the system is truly reading them. There has been media coverage about the South Bay Express about issues and it just seems like I've fallen victim to those issues and paying the cost. NOT FAIR.

  • Initial Complaint

    Date:09/13/2022

    Type:Service or Repair 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.
    I got a notice in the mail that my vehicle did not pay a required toll. The car is my classic **** ********** that hasnt left my back yard since purchased. The car barely does ************************************* any car. They are threatening to increase fees unless I respond, however it is impossible to get a hold of anyone. It seems very unfair I have this scam hanging over my head for no reason . notice number : ********** . Life is short , time is precious and this is obviously a scam. Please help. Where are they getting this information? It is literally impossible and a scam

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair 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.
    I was traveling to *********** the signs are to small this is the first time I traveled I believe the there is a free route. I rather take the free route. And before I new it I'm already at the toll both it's unfair and kind of apseting the way they send me the letter they give it. Creditors as if stole from them

South Bay Expressway is NOT a BBB Accredited Business.

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