Complaints

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.

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 been a subscriber of Metro Express Lanes for over 10 years. I brought a transporter for $40 and was given a credit of $40 to use. Metro Express Lanes collects fees for using express lanes of public highways if you have less than the number of occupants in your vehicle. To use the lanes, a subscription to their transponder service is required. The monthly subscription is $1/month. In addition to the monthly fee, the terms and conditions that I agreed to when signing up for the service was that each time my account balance fell below $10, the company was authorized to withdraw $40 from the credit card I have on file. This agreement had been working well. I rarely use the metro express lanes but pay the $1 monthly fee. Yesterday, January 21, ****, I received and email from the company explaining that they had charged my credit card $40 because they said my balance had fallen below the $10 threshold. I questioned this because in December 2023 I had a balance of $18.80. Even if they took $1.00 for December and $1.00 for ******** I should still have a balance of $16.80. I called the company to try to correct this today (January 22, ****. I spoke to two different customer service representatives and they were telling me that they took some promotional balance of $7.60 and that is why my balance had fallen below the $10. I have no idea of what they are talking about on this promotional balance. It was not ever listed on my statement. I really feel that the company is skimming money and not being transparent with their customers. They really need to correct the way they are doing business. I asked to speak with a supervisor and was told that no supervisor was available. Frustrated.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 live in ******************* and Metro ExpressLanes sent me a letter charging me for a toll evasion in **************/Century Blvd -> I-*********************************** According to my GPS, this is in ***********, **. I have not been in that area for over 15 years and I am the only one who drives my car. Im used to using ******* in my area and the picture of my license plate always includes parts of my car surrounding my license plate. I have in the past, had issues with Identity Theft committed against me. That is what makes this letter more of a concern for me.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 attempted to close 2 accounts (*************************** and *************************) with Metro Express Lanes. I sent in both transponders as they told me to do and even have the receipt from **** from that package. They were supposed to send me a check for my account credit for both accounts, and neglected to do so stating they never received the transponders. They also have refused to close one of the accounts or even to change the payment information.

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a subscriber of Metro Express Lanes. Metro Express Lanes is a company that collects fees for using express lanes of public highways in **********. To use the lanes, a subscription to their transponder service is required. The monthly subscription is $1/month. In addition to the monthly fee, the terms and conditions that I agreed to when signing up for the service was that each time my account balance fell below $10, the company was authorized to withdraw $40 from the credit card I have on file.In September 2023, Metro Express Lanes mailed a letter indicating that the company conducted a review of my account usage and determined they would begin to deduct $80 from my credit card when my account balance fell below a higher threshold. I did not save this letter and did not contact the company to dispute this change.I received another letter from Metro Express Lanes, dated 11/15/23. The letter, ******* Account Replenishment and Threshold Review Results, states that in 30 days my new replenishment amount will be $95 every time my balance falls below $23.75. This violates the terms and conditions I agreed to when subscribing to the service.I contacted the company on 11/21/23. I spoke with a CSR who said that she would return my automatic replenishment rate to $40 when the balance fell below $10. She said that the company allows this one-time courtesy, but the company reevaluates accounts every 90 days and will increase the replenishment amount again.I asked how this procedure was legal because I have verbally expressed that I do not authorize the company to withdraw more than $40 at a time. The customer service representative stated the company has the right to do this because the company sent me written notification.I believe the company is gaining financially by continuing to illegally withdraw higher amounts of money from my account by stating there is a need based upon my usage. I would like this practice investigated and stopped.

• Initial Complaint

  Date:11/22/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Charges first brought to my attention when the *** let me know that 70 delinquent charges by metro express lanes. I have had an account with them since 2019 sometime last year I was beginning to receive a lot of mail regarding charges on my account that were not accurate. I called in and according to the rep it was cleared, The transponder which is where these fees are coming from only get charged when you are a single rider and I used my transponder during commute to work where I would take my kid so there were more than one occupant. Therefore, there should not be a charge on one or two occasions maybe I was alone. Ive called them before to inquire about my account and I was told that there was a hold on my account because of some charges that could not go through so I went ahead and pay those charges (55 $)the rep. I spoke to did not mention anything else on my account . It was never stated that there were more than $13,600 of charges being charged to me by metro express lanes. They are saying I was using the fast track lanes without a transponder. *** always had an account and had a transponder I would have never used my transponder, knowing it was not active When I called and I was not told about the notices or the outstanding charges, Once I made the call sometime last year about all these inaccurate charges I thought it was already handled so I threw away the mail, they are claiming I have 77 notices on one unregistered account and 164 notices on another unregistered account together they total more than $9600. I called in when I noticed the outstanding mail. I called in recently and was only told I had to pay $55 and that my account was fine when I called the ***, they told me otherwise they told me that they received all these charges this year, Im looking to get my account cleared. These invalid charges are now on my car registration, which is usually $160 and as of now is about **** but will go up because of the other $9000 worth of charges

• Initial Complaint

  Date:10/06/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Notice Number: ************* I have been harassed and threatened by Metro ExpressLanes for three years, starting in 11/2020. On 10/23/2020 I traded in a Mercedez Benz during a purchase of a new auto with Mercedez Benz of ********. Metro ExpressLanes claims that on 11/27/2020 there was a toll lane violation involving the traded-in automobile. Over a full month after I had traded-in the vehicle! I have responded to Metro ExpressLanes three times, every year they send me a harassing notice of violation with a bill, and threaten to turn me into collections, withhold registrations, if I do not pay. Each time I explain I did not have possession of the vehicle, it was traded-in to *************************, and I include a copy of the sales contract showing the trade in and the date. I have also recently sent them a letter responding along with all supporting documentation via Certified and Return Receipt Mail.On 09/02/2021 Metro ExpressLanes sent me a denial of dispute notice, when I clearly have proven I was not the owner of the vehicle at the time of the alleged violation. Metro ExpressLanes has caused great anxiety and stress! I take my credit very seriously and I do not like being threatened for something I did not commit. This is my last resort of resolution before filing a lawsuit for damages and mental anguish caused by this horrible company!

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Toll Lanes is charging me for a toll I paid for using my fast trak. Why am I being charged two different tolls for the same ride it makes zero sense and Ive driven this way many times and this is my first time being charged by two different agencies and Im being threatened to access a fine to DMV against my license ??????

• Initial Complaint

  Date:08/15/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Well i drive on the 110 freeway in *********** all the time when im working so i understand the $60 a month charge for my and my wifes 2 transponders, but I work in the film business in Hollywood and with the writers and actors strike I have not been driving up the 110 freeway at all, I have not worked since March 30th 2023, but for some (very suspicious) reason my charge has still been $60 a month every month. That is 5 1/2 months without my vehicle being in the Fast Trak lane yet they still charge me the same full amount every month. Im hoping someone can take a look into this and find out if there is any theft going on here?Im very very concerned that quite a few citizens of LA county are being ripped off by a few dirty folks in charge of the Fast Trak funds charged.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 makes it really hard for its customers to use and keep a healthy account. Their processes and technology are not user-friendly. I keep having to call them to solve simple issues. Their reaction to invalid payment methods is too quick, too aggressive, and no proper notice is sent by email beforehand. Moreover, there's no way to self-service the issue online, since the account is quickly locked out. Calling and waiting for 30 mins on the phone to talk to a CSR is the only way. For example, suppose you cancel your credit card because it was lost or stolen. This causes the payment method they have on file to be no longer valid, and the auto-payment system will issue a penalty fee ("revocation" fee) shortly thereafter and without notice or second chances. No email is sent, so the account stays inactive until a notice is received by traditional mail and dealt with by the account holder, potentially incurring in more fees in the meantime. They need to understand that updating payment information across all of subscriptions/services takes time and it's easy to miss one. Moreover, their online portal has old-style security features: 1. It always asks to solve multiple captchas that are hard even for humans. Very few other websites do this, not even banks.2. You need to remember your security question just to be able to reset your password. Again, very few other websites do this anymore. 3. After resetting your password, if your account is locked for some other reason (e.g. some balance due), you still can't log in, which makes you doubt whether you followed the reset password flow correctly or mistyped something.4. The password requirements are very old school and aggressive, making it hard for users to remember their own password. Why not just calculate entropy as you type to let you know how good the password is, like most modern websites do?5. Why not use external authentication ******************* Okta, etc)?6. Use MFA.

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Lane continued charging my account for 24+ months regardless of 0 activity seen on account. This is not an ethical business practice.