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Business Profile

Toll Booth

Metro Express Lanes

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 13 complaints 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:05/21/2025

    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 am writing to formally dispute a series of unjust charges incurred through the 405 Express Lanes system and by MetroExpressLanes company that my transponder is from. I am a ********** taxi driver who has been using the same transponder, vehicle, and route daily since Fall 2024. I transport two special education students from ********** to ************ using the 405 South/North routesame time, same direction, and always with the transponder properly mounted on my windshield.Until March 2025, I was not charged for this route. However, beginning in March, I started receiving daily charges on my MetroExpressLanes account for my round-trip travel, despite no change in my transponder placement, route, or vehicle. These charges have totaled approximately $526 and continue to ********* an effort to resolve this, I visited the MetroExpressLanes customer service office multiple times. They replaced my transponder, stating the old one may have been defective. However, despite using the new transponder, I continue to be charged for the same trips, even though I had previously been traveling these routes without issue or tolls. When I disputed the charges, MetroExpressLanes staff repeatedly told me they had no jurisdiction over the 405 Express Lanes, claiming my transponder is only applicable to the 110 route. On the other hand, when I contacted the 405 Express Lanes office, they stated they had no record of my license plate or transponder activitymaking it impossible to verify or reverse the charges.I am stuck in an endless loop between these two agencies, with each one denying responsibility while I continue to face financial strain for what appears to be a systemic failure in their transponder and toll tracking system. I rely on this route daily as part of my work transporting vulnerable students, and these charges are not only unjustthey are harmful to my livelihood.I am requesting that this matter be investigated thoroughly and that all unfair charges be reversed.

  • Initial Complaint

    Date:04/27/2025

    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 I-105 freeway is not in need of a ******** contrary to what the city believes. The freeway does not extend more than 19 miles and lastly, the ************ is more than sufficient at easing traffic concerns. Adding a FastTrak lanes to the recommended segment 2 and 3 sections of the 105 will not only cause more traffic but hours of extra delays for many businesses and individuals alike. This is clearly a grab for money because the city and state is failing to make a profit or pay off it's debts.

  • Initial Complaint

    Date:04/16/2025

    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.
    Metro Express Lanes is attempting to charge me $81 for trips I was unaware of due to a change in address. They are threatening to send to the *** to withhold my registration if I don't pay them. I do not have a Metro Express Lanes account and would never willingly take the lane given I don't have an account. This is extortion

  • Initial Complaint

    Date:04/12/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    My name is Kysaun *****. Account no.: ************** 3. On 4/11/2025, my account balance was about $24.00. However, Metro Express Lanes updated to a new transponder and told me the old one is no longer good and I must get their new transponder. I went to the *************** and exchanged my old transponder and received the new one. Unfortunately, they said once I received the new transponder, I will go from a positive balance to a negative balance. This does not make sense. I was FORCED to get a new transponder (there was nothing wrong with my old one). My balance was for the tolls if I use the FasTrack. Without driving on the toll road, they forced me into a negative balance. This is an unfair, deceptive, or abusive acts or practices and a consumer law violation. Its their attempt to steal money from me. My balance is intended for the tolls. This is unethical and I seek to hold this company accountable.

    Customer Answer

    Date: 05/08/2025

    This email is being sent to you from the same email on file as my original complaint. The company contacted me and the matter has been resolved. Please change status that the case is resolved instead of unanswered. 

    Otherwise, please reopen the case and I will update that the company resolved the matter. 

    Sincerely,
    Kysaun Smith 

  • Initial Complaint

    Date:12/31/2024

    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.
    Off duty *** buses are slowing down traffic on the 110 North and Southbound express lanes.

  • Initial Complaint

    Date:12/26/2024

    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.
    I have a account with the toll roads and use fastback...my son uses fast track everyday same location same time same traffic ... on three occasions I get a outrageous one day three mile charge of $32 and change .... on the bill board we notice its wrong or just a clear freeway board so your trapped at any cost they choose to use ... I have been a client for years so ive seen this charge in the past.... When I try and dispute it ....the toll roads tells me to call the agency and dispute the charge ...WQell in this case is LA metro ....Of course we don't have a account with them since I have there sticker through then toll roads ...I believe the sis a scam by these agencies ...Ive received no help and there is no way to dispute these charges per the toll roads just pay them ? I need help

  • Initial Complaint

    Date:12/06/2024

    Type:Order 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.
    Company failed to provide proof of contract that states amount of money owed.

  • Initial Complaint

    Date:10/29/2024

    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.
    Metro express lanes is charging me over 1800 dollars and put a hold on my registration. The license plate number is incorrect on the picture. For the toll violation and they won't remove the penalities

  • Initial Complaint

    Date:08/12/2024

    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.
    Metro express lanes is charging me $9.30 when I never take fast trak. I was in the ************ on the freeway and the ************ became fast track without proper notification. As soon as I saw the fast track sign I merged back into traffic safely as quickly as I could. Metro express lanes is taking advantage of carpool lane drivers by not properly notifying of the impending change. It is wrong for them to be allowed to take advantage of taxpaying drivers in the carpool lane. I should not be penalized for being environmentally cautious.

  • Initial Complaint

    Date:08/05/2024

    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.
    I purchased a transponder from ****** approximately 5 years ago (~2019). After seeing the charges that were leveraged against my account, I wanted to discontinue the service. Approximately one (1) year ago (2023), I called Metro Express Lanes to cancel the account. I thought the transaction was settled. Today (8/5/2024) I received a notice (uploaded) stating that I owe $40.61 due to falling below the minimum required balance and that all access has been revoked online. The only way to resolve the issue is to pay the fee. I believed that I processed a cancelation over the phone and was done with this service. I'm being told that there was never an account cancelation and that if I don't pay up, I will be sent to collections. So I need to pay $40.61 because a call center agent didn't initiate a cancelation, or I will be sent to collections for a service I don't want and haven't used in over a year. This is the very definition of extortion. I have reluctantly paid the fee so that I can be completely absolved of any involvement or connection to Metro Express Lanes. I would like a refund as I don't think I should be liable for an agent's inability to complete a simple account cancelation.

Metro Express Lanes is NOT a BBB Accredited Business.

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