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:06/28/2023

  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.

  Since December, I have driven a *** i4 which is a 100% electric vehicle. Since December, I have been getting charged for tolls without the 15% discount because I did not have the decal. The CA DMV will not provide you a decal until you get your plates in the mail which took about 3 months. Once I got the plates, I did not register them with metroexpresslanes until last week. When I called for a billing adjustment, I was told there was not anything that can be done. When I asked for the reason, they said it was a company policy. I proceeded to ask for it in writing where it reflects this information because on the T&C it does not. The customer service supervisor told me that on the statement it reflects a 30 day notice and if you do not call within 30 days the charges are deemed correct. I then proceeded for him to go back the 30 days and provide the discount which would of made me happy because I understand the ******************************************************************** all honesty, I think it is quite a shame of the company to give consumers 30 days only to review transactions. Secondly, who has the time to go through it within 30 days. Thirdly, who is going to remember to update their vehicles on a timely manner. As a company, you all should be finding solutions for your customers and not make it more difficult then it already is having to pay to use this in the first place.Due to the timing it took for me to do this today, the only solution I deem acceptable would be a prorated 15% discount going back 90 days. I also want to see on a T&C where it says that you can not retro the discount for my CAV.

• Initial Complaint

  Date:06/12/2023

  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 tried to cancel the account for over a year. I called in to cancel, I tried to cancel through the website and I keep being told my account is closed but I continued being charged. It is only today that I was told it was because they have not received the transponder back, I had already mailed it in but no one ever informed me that it wasn't received nor that this was the issue.

• Initial Complaint

  Date:05/30/2023

  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.

  My wife and I had a account with ********************** for maybe 20 years. This year we were no longer in need of using the account very often. There is a $40 account deposit required for the balance on the account and a $1.00 charge per month for the use of the account. I called one of company representatives to see if there was a better way to set up the account as we now would only need to use it several times a year. The representative said the most cost efficient way to use the service was to go ahead and use the service and they would send me a bill and I could simply pay as I go. This was a good idea. I close my account and started the pay as I go method. So the first bill I received the title of the notice is "NOTICE OF TOLL EVASION VIOLATION" WHAT now I am a thief! I follow there direction only to be called a thief. Look up the definition of toll evasion. It is a illegally act. So according to metro express lanes every person that uses their lanes even with the intention of paying for the service is categorized a thief.

• Initial Complaint

  Date:05/05/2023

  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 express lanes do not check vehicle registrations, licenses or anything else to verify someone opening account is the actual person they say they are or that who opens the account is the registered owner of the vehicle. Someone used my gmail account & my name to open a fraudulent account. I started getting emails about cars being added or deleted from my account in my name but the vehicles do not belong to me. Ive called metro express 3 times informing them of the fraud & filed a police report. I was told in August the account would be closed, but then according to the customer service rep I spoke with on 5/5/23 someone called to reinstate account. So metroexpress is allowing fraudulent activities to take place and they are complicit.

• Initial Complaint

  Date:05/02/2023

  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.

  In 2019 I sent a request to Metro Express Lanes to close my account as I was not driving anymore with a request as to where to return my transponder. They continued to charge me a monthly fee for the transponder as well as charge my credit card to keep a pad of $25 on the account. I received an email from them saying that my credit card had expired and that they were switching my account to manual bill. Since I haven't been driving this was fine- until I got a bill from them saying that I owe $15.85! I just called to find out for what and was told by "Asia" that they never closed my account- and I didn't return the transponder. I told her that I requested the address to return the transponder and never received it- the unit it over 20 years old- old tech- I assumed they didn't want it.I now have an address to send the unit back to but am being told that I must still pay the $15.85!1 Ridiculous as if anything they should owe me the monthly fees from 2019 forward. She also said that I must chase them to make sure they do their job and close the account. Finally the address I was given is a PO Box- no one there to sign for they package- Resolution is they apologize for not closing my account 5 years ago- they clear any balance and leave me in peace.

  Customer Answer

  Date: 05/03/2023

  You requested my mailing address- it is:  ************************************************************************

• Initial Complaint

  Date:04/10/2023

  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 ExpressLanes are thieves. You get charged even if you never use the service (transponder) which paid for initially. Then they require a 40 minimum balance and charge 1 fee to have the account. So if you never use the service youre still paying. A monthly fee and when they deplete the account, they send you a bill. What am I being changed for ???? I am now being billed 16$$ and another 40 $$s why???? I havent used it in months

• Initial Complaint

  Date:01/13/2023

  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.

  Checked my 2023 vehicle registration today, 1/13/2023, which included $422 for a toll violation fee. I have had my transponder for years, have automatic replenishment set-up, don't drive with less than 2-3 people in the vehicle and I don't drive during peak hours. I have had the same vehicle and license plate set up for years, as well. There is NO LOGICAL REASON for there to be a $422 charge on my registration. Called today, was told I added my plate from January 2020 and made an end date for 7/19/2021. Why would I create an "end date" for my vehicle/plate? Is it supposed to be a prediction of its demise? This isn't a work vehicle in a fleet, I'm a mom of 2 who likes to visit family in the city on occasion. And, with a prepaid balance of $22, why would I continue to drive the same make/model vehicle with the same license plate through the toll with a prepaid balance remaining on my account if I wanted it to "end" at a certain time? The answer is I DID NOT want it to end. Why would I choose to be charged violation toll fees from 7/19/2021 to today 1/13/2023 instead of from my prepaid balance? I WOULD NOT. According to them, I called in June 2021 to get my account reinstated. Why would I reinstate my account in June 2021 just to have my "vehicle removed" the following month; why would I not add another vehicle/plate, thereafter? Unless THEIR REPRESENTATIVE made the mistake. Correspondence shows I made a payment on 7/19/2021 and shows "revocation final" on 7/21/2021. Someone made a mistake. It was not me. All I have ever received was "monthly statement" emails, but no emails stating "vehicle removed" or "no vehicles on account", which would have been MUCH more useful. My 2022 registration said NOTHING about toll violation fees. They want $501.40 in fees from 2021/2022 and are only able to reduce it to $251. Conveniently (for them), their system only goes back 3 months. I want my tolls paid with my prepaid balance, I should NOT have to pay $251 for someone's mistake.

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Was on a motorcycle and they charged me a toll. Motorcycle are free per there website.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/05) */
  Thank you for contacting Metro ExpressLanes,
  
  Your complaint has been reviewed. We could not find an account with the information you provided. However, keep in mind any discount or promotion offered by Metro account plans does not apply to other toll charges from other ******* toll facilities not operated by Metro. We hope you have found this information helpful, and thank you for your patience. Feel free to contact us at************* if you have additional questions. Hours of operation are Monday through Friday, 8 am-5 pm.
  
  Sincerely, Metro ExpressLanes.

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  *********************
  The photo clearly shows *******. My license plate is *******. Cancel the charge. That is clearly not my car.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/29) */
  Thank you for contacting Metro ExpressLanes,
  
  Your complaint has been reviewed. Notice number ************* has been dismissed due to a license plate misread. We apologize for the inconvenience. I hope you have found this information helpful, and thank you for your patience. Feel free to contact us at************* if you have additional questions. Hours of operation are Monday through Friday, 8 am-5 pm.
  
  Sincerely, Metro ExpressLanes.

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  To Whom it may concern ,
  I'm writing to show my transponders and license plates
  I have been continuing to get violations this has started during covid even paying violations I didn't owe while having a transponder and registered handicap on file ?? used *** deductions $40 - $70 deductions with the first one I've had the first day the 10 freeway fast trak lane opened drove with no problems then during covid ************************* working at *************** I continued to drive with no problem then I started getting violations called to clarify the problem they took my information and my card Number again and I paid almost 200.00 as time went on I still received violations and paid another w grand amt . I was informed I needed a new transponder so I went and purchased another one *** same place as the first one registered it my payments were taken from my ************ card when needed. And now I am getting MOUNTAINS of violations at one time in the mail and I've been sick for 2 months There has been times when I have called there were cars under my name that did not belong to me and I only owned 2 vehicles that are registered with express and one I almost NEVER really never drive to work because it's a 22 yr old Truck and my drive is 61+ miles to work. I think there is something fraudulent, or major error going on because this is not right and I have called and have talked to people who have taken my information.
  This needs to be investigated because there is something amiss
  Attached you will find each transponder both the old one they said didn't work anymore and the new one purchased after being told I needed a new one also a picture of my plates and handicap registration I've had since 1999 after injury
  Please look into this it's over the top and I am stressed to no return Ive become ill because of it
  Please investigate what has been happening it's very suspicious
  Thank you
  *************************************************************
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/15) */
  Thank you for contacting Metro ExpressLanes,
  
  Your complaint has been reviewed. Your account was switched from automatic replenishments to manual replenishment because a credit card on file was removed from your account. A $25 transponder deposit will be assessed for each transponder on the account. Per our Terms and Conditions, it is your responsibility to report any changes to your name, mailing address, telephone number, e-mail, vehicle license plate numbers, and/or billing information (credit/debit card number and expiration date) as soon as they become available to you. Once you add a credit card back on file, the transponder deposit is moved back to your prepaid balance. Whenever there is a change made on your account, or low balance, or a credit card decline we send out correspondence to you so you can resolve the problem. When you let your account go revoked for not resolving the negative balance after a certain amount of time, you will get charged a $25 revocation fee. We hope you have found this information helpful, and thank you for your patience. Feel free to contact us at************* if you have additional questions. Hours of operation are Monday through Friday, 8 am-5 pm.
  
  Sincerely, Metro ExpressLanes.