We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Toll Booth

Metro Express Lanes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toll Booth.

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/01/2024

    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 was charged $30 for use of the 110 express Lanes on 7/24/2024. There was also bumper to bumper traffic, IN THE EXPRESS LANES, as was in the regular non-toll lanes. Furthermore, no price was posted of the excessive amount. I understand paying $3-$10 for a toll, but $30 is completely excessive, especially being that there was traffic in the express lanes. So I'm just supposed to guess the price and/or just assume that ANY price is acceptable to be charged? Metro literally PRICE GOUGES. This is fraud and abuse against consumers at it's finest. I have used the 110 express multiple times and never have I been charged that excessive type of amount. With SEVEN agencies controlling toll roads in ONE state, that is a sign of beaurocracy at it's finest. If Metro is charging $30 at peak toll time, why am I still encountering pot holes and damaged roads all over ***********. This is a joke. I will be also filling a complaint with Mayor *******************' office, the Secretary of State as well as the ***** This is abuse of customers at it's finest and ********************** is gouging it's customers. All the while, Thetollroads.com is allowing this to happen by arbitrarily paying out whatever they deem a toll to be. I was also falsely charged by LA Metro Express Lanes earlier this year - they did not cross ref with the other 6 agencies to find that I am a tax paying citizen who's account is in good standing.

  • Initial Complaint

    Date:07/30/2024

    Type:Customer Service 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 called to have my rental added to transponder, they added the wrong dates I was charged $163.25 from rental car because I was ticketed due to rental not being on transponder correctly, I have asked to have phone calls pulled where I called and spoke to customer service where I added I returned the rental on 6/21 which was before the end date which 6/29 which the customer service person was to add I called on the 6/14 but they dated it on 6/1 I just want my money back and all the calls pulled even the ones where I lost my cool

  • Initial Complaint

    Date:07/22/2024

    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.
    Consumer protection agency needs to investigate the required minimums placed on accounts.My account had a positive balance, but when it dropped pennies below $10, they attempted to auto-replenish $40 onto my account for a $1 monthly maintenance fee. That does not sound ethical.To change from auto-replenish to manual, I had to provide a $25 equipment deposit, despite owning the transponder for nearly 10 years. Also, the required minimum for manually replenishing the account is $25.

  • Initial Complaint

    Date:05/13/2024

    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.
    Metro Express charged me ****** in violation fees and penalty fees that they were aware of for three years!!Metro Express did not notify the *** at any time until 5/13/24. I paid my vehicle registration 3 years in a row on time and in person at my local *** CA. office. Metro Express should notify the *** within a reasonable amount of time but they never did which allowed penalties to build up for 3 years. I believe this is an unfair business practice. I am a 61 year old disabled female. Metro Express does not have appropriate measures in place concerning express lanes or inform drivers of charges in a timely manner. This is an outrage. I was present at *** and I always pay my vehicle fees and smog test fees on time every year. To be notified of violations and penalties after 3 years is just wrong. I have submitted documents that show Metro Express knew of violations as far back as the year 2021. Please help me. I called Metro Express and they told me they knew about violations but never notified the *** until today 5/13/24 with the first violation occurring on 07/01/21.

  • Initial Complaint

    Date:05/02/2024

    Type:Customer Service 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 Bay Area Fastrak Transponder I've had this account since 2000 Unaware Los Angeles has their (own) metroexspress Transponder. THE FIRST TIME I RECEIVED ONE OF THE IGNORING WHITE METROEXPRESS ENVELOPES WITH CHARGES ON IT AND I HAD JUS ADDED MORE MONIES TO MY BAY AREA FASTRAK ACCOUNT MY TRANSPONDER IS VALID AND IN GOOD STANDING . AS OF TODAY 5/2/2024 Metroexspress has put out that I owe $7k in toll violation (75) total to be exact. This is all a money scam with metro. As per their policy statement ( Fastrak Respondors work where ever there is Fastrak and your account is valid (No) charges. I do not have a account at all with ********************************************* lane. I've reached out to get answers I was told that yes I can use my bay area Fastrak responder. But i will need to get metro express responder. I asked why do I have to purchase another responder when the one I have works and is valid Just not From MetroExpress Lane. I was not given an answer question was ignored and changed subject. Metroexpress is interfering with registration cause of this . 75 parking violation they have generated cause I don't possess (A MetroExpress Responder. I did in contact with MetroExpress 5/1/24 They couldn't find me cause I don't have an account with them. But your charging me as if I did . The Representative told me To contact Fastrak Bay Area have them get in contact with MetroExpress to confirm Mt account was in good standing and valid at the time of Seventy five bogus violations MetroExpress attached to my driving record. I can't properly register my vehicle until those fees are paid that are non existing.

  • Initial Complaint

    Date:04/08/2024

    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.
    My boyfriend drove my car in the *********** area but the fast track transponder did not work Im assuming to pay metro express when he went through the lanes 5 times. A toll for $.60 turned into $57.60 by the time I was advised by *** when I paid my tags 2/9/24. When I called Metro they were going to fix the fees except a *** hold as well as other fees but I would have to make a payment to them even though I just paid *** $290 for the 5 toll violations. I tried a supervisor after 3 or 4 calls, but they couldnt help since they got the *** payment a That posted March 3, 2024. I asked for a manager to call still waiting. My question is who can I talk to next if I feel that I was overcharged by allot of unnecessary fees. If I have fast track I was under the impression that they cover Metro Express as well. Thanks so much!Payment Details RECEIPT Date: 3/3/2024 10:56:39 PM Transaction ID: ********** Transaction Amount Notice #************* - Violation Toll - *** Payment $0.60 Notice #************* - *** Hold Fee - *** Payment $2.00 Notice #************* - Processing Fee - *** Payment $4.00 Notice #************* - Violation Fee - Waive Remainder $0.60 Notice #************* - Penalty - *** Payment $21.00 Notice #************* - Delinquent Penalty - *** Payment $29.40 Page 1 3/29/2024 12:56:33 PM Payment Method *** Credit Card or Check ***************************************** $57.60 Is this not regulated & they can charge these kind of fees?

  • Initial Complaint

    Date:03/22/2024

    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'm being charged for metro express-lane charges I did not accrue. I did not have this vehicle in my possession nor did I give permission in 2019, nor did I give permission for anyone to drive it! I was not driving the vehicle during the time these citations were issued, and I've expressed multiple ********* did not even receive any notification of any citations by mail, but was told they sent out 10 notices however the address on file was not the address on file at the **** *** never received anything. This vehicle was being held hostage by ***************************, I found this out when a notice of a pending lien sale was sent to me to sign off on it in 08/2022, and that's when I regained possession of the vehicle & had to take the car to the *** to show I now have this car in my possession on 08/2022. I reached out on 03/20/204 to address this situation so that I can register the vehicle! even though I'm not responsible for these citations, I was willing to pay the reduced amount of $168 however ***** @ metro informed me that he wasn't able to take my payment being the system wasn't generating the bill that would allow me to pay! I was told I would receive a call from a supervisor on 03/20/2024, I explained that I needed to go register the vehicle as I have a pregnant daughter whom need transportation asap! however I wasn't able to go to the *** being I haven't received a call pay to rectify the matter. I do not owe this company anything

  • Initial Complaint

    Date:03/15/2024

    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 have the transponder in use in my car. There were 3 people in the car while using the express lane. They still bill **.

  • Initial Complaint

    Date:02/05/2024

    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.
    About a year I purchased a fast track pod that is placed on your vehicle. To go I. The carpool lane. My understanding was that once I placed my debit or credit card information that it would re track up to 3 months. And any further dates well fast forward now my plates are due and I have a bill of $1k for plates. I have used the toll lane in over 8 months plus so I had no idea these were outstanding. So today I called the call center I spoke with ******* she try to help as much as she could but unfortunately her manager was a good supportive manager I explain that I was willing to pay but Im not able to pay that amount I misled on the website to think they would re track back my balances. She said I would have to do the payment In full the. She offer $586.50 and the. Said $500 I told her that I couldnt do that she wanted a payment in full. My plates are not due until April but I do everything by the book so this is a complete shock to say that I have a outstanding balance, and I felt a manager was not willing to work with your expenses on the situation that I am in, and I was willing to give them where originally it was but I am not able to do the $500 upfront the manager not once for in the phone she made the employee do all the talking I told her I understand policy but also understand I was mislead on the website. I would like to pay my original balance.

  • Initial Complaint

    Date:01/26/2024

    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.
    Metro Expresslanes have been either intentionally misplacing documents to harass me thinking its funny or this business of operation is just plain incompetent. Please see letter and supporting documents attached.

Metro Express Lanes is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.