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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:10/15/2022

    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.
    Metro express lanes agency sent me a notice for fees due. The vehicle is being driven by someone other than myself. This information was sent to metro express lanes showing that for non liability on my part. I was not driving vehicle and my transponder was not inside the vehicle because someone else is driving it. Metro express lanes states that there are other agencies that use the same toll roads and they cannot access 91 express lane accounts. Evidence was sent to metro showing the drivers account for 91 express lanes. Metro is denying my claim. Metro and 91 express lanes do not have collaboration for penalties and duplicate charges. Metros system is faulty with license plate platform in profiles. If license plate is in someone's profile and there is no transponder, metro will charge the account regardless of the license plate is also assigned to an account from 91 express lane afane y. This is un acceptable. Please refund and credit my account.

    Business Response

    Date: 11/09/2022

    Business Response /* (1000, 5, 2022/11/01) */
    Thank you for contacting Metro Expresslanes. Your claim has been received and reviewed. Our records indicate that license plate CA-******* was listed as an active vehicle on your account therefore these charges are valid. We have also reviewed the statements you have provided and there was no double charge's were found. Please keep in mind, 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. We hope this information was helpful. If you have any questions please contact customer service Monday through Friday from 8:00 a.m. to 5:00 p.m. Our automated telephone service number is (**************) and the website (www.metroexpresslanes.net) is available for you to access 24 hours a day, 7 days a week. Thank you, Metro Expresslanes.


    Consumer Response /* (3000, 7, 2022/11/01) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The statements from other driver is the current driver of the vehicle. There are no charges because he drives with two people on the car. On those dates where my account got charged without the fast trak module in the vehicle. It is prof that the car does not belong to me. No different than the rules of a rental agency and a driver driving the car. Please refund charges. Please escalate this to the highest supervisor available.


    Business Response /* (4000, 9, 2022/11/08) */

    Thank you for contacting Metro Expresslanes. Your claim has been received and reviewed. Our records indicate that license plate CA-******* was listed as an active vehicle on your account therefore, these charges are valid. Additionally, toll charges from the Toll Roads were charged to your transponder #*********. Therefore, your dispute is denied. We have also reviewed the statements you have provided and there was no double charge's were found. Please keep in mind, 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. We hope this information was helpful. If you have any questions please contact customer service Monday through Friday from 8:00 a.m. to 5:00 p.m. Our automated telephone service number is (**************) and the website (www.metroexpresslanes.net) is available for you to access 24 hours a day, 7 days a week. Thank you, Metro Expresslanes.
  • Initial Complaint

    Date:10/04/2022

    Type:Billing Issues
    Status:
    UnresolvedMore 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 sold the car associated with metro express lanes account and have not used a toll road in **. I threw the responder away and assumed I would not hear from them again. They admit I haven't used the responder or toll road since 2017 but recently (in last 2 months) got in touch to tell me I owed them $40 and they had just now closed my account charging me a $25 closure fee. They further told me that on the date I last used the toll road my balance was +$50. They refuse to wipe out the $40 for a service I haven't used in over 5 years and are threatening to report me to a credit agency. This is ridiculous. Why would I pay for a service I have not used in over 5 years and why, if they are so concerned about my account did it take them so long to get in touch with me?

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/10/18) */
    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. Any time your transponder is read the trip is deemed valid. Also, whenever your license plate is read on away agency the trip is deemed valid. If the transponder is returned a $25 transponder fee 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). Additionally, a $1 maintenance fee is charged every month regardless of account usage. 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.


    Consumer Response /* (3000, 7, 2022/10/20) */
    From: *********************************
    To: ***********************************
    Date: Tuesday, 18 October 2022 6:29 PM MDT
    Subject: Re: *** Complaint Case# ***************************************



    No this doesn't resolve my concern. This is beyond reasonable terms and conditions to continue taking money for five years with no service provided. They pointed out that their terms and conditions were outlined in a PAMPHLET provided with the transponder in 2014. Who reads or remembers details from a pamphlet?? To contact a customer after five years and demand yet MORE MONEY is absurd. This 'service' is a complete ripoff.
  • Initial Complaint

    Date:09/20/2022

    Type:Billing Issues
    Status:
    ResolvedMore 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 claims that I used a toll road *************** on June 15, 2022, and somehow got a picture of my ***** license plate. However, I was in my home town of ************** over 400 miles away and only drove in town to a *********** appointment that day. I have read online of other people complaining of fraudulent charges from this company for similar reasons, and it needs to be investigated for fraudulent activities!!! When I called the company to contest the form it sent me with false charges, I was just told to fill out the dispute section on the back of the form with a statement about why the charges should be canceled. I will do this, but every individual such as myself should not have to take on this company one by one, Something needs to be done to stop it's fraudulent activities!!!
  • Initial Complaint

    Date:09/19/2022

    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.
    It has been years since I used a MetroLane FasTrak. Suddenly I start getting threatening billing notices and transponder deposit nonsense. ( Years ago it was replaced with a sticker.) I called and received no satisfaction, only an added charge for the transponder. They want $45.01, claiming it is an outstanding balance. Ridiculous.
    They close their latest printed, mailed notice (of 9/15/22) with a threat to turn this matter over to a collection agency. I don't think I should have to pay this fee, a fee for absolutely nothing.

    Business Response

    Date: 10/12/2022

    Business Response /* (1000, 5, 2022/09/26) */
    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. 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. Additionally, per the Metro ExpressLanes terms & conditions, you agree to pay a $1 monthly fee to maintain your account regardless of usage. 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:09/14/2022

    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.
    This company has charged me $25 dollars to replenish an account that I only pay $1.00 a month to have but I don't use and there was a $10.00 balance remaining. The $10 dollars on the books would have kept my account funded until at least July of 2023. I told the representative that I wanted to keep the account and add funds to the balance to put at an acceptable balance but they refused and want to penalize me, I wondering why? This is so unfair and unethical, an abuse of power. I already am paying for something I do not use no they want me to pay more! I am more than willing to pay $1.00 a month to keep my account open but a penalty fee of $25 is outlandish, if you do the math, that amounts to over two years to keep your account open. Please do the right thing and remove that fee!

    Business Response

    Date: 10/07/2022

    Business Response /* (1000, 5, 2022/09/26) */
    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. Additionally, per the Metro ExpressLanes terms & conditions, you agree to pay a $1 monthly fee to maintain your account regardless of usage. You can find out additional information regarding our Terms & Conditions by visiting us online at metroexpresslanes.net. 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:08/30/2022

    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.
    I keep getting violation via snail mail, but not only do they not correspond with the violation on their website when I enter my license plate number and violation number, but the violation address, Jefferson and Manchester, is NOT AN INTERSECTION THAT CORRESPONDS TO i-10 OR i-110. It does however correspond to the i-405.

    i-405 is NOT LISTED AS A FASTTRACK TOLL ROAD.

    ONLY I-10 AND I-110 ARE LISTED AS TOLL ROADS ON THE YOUR METRO EXPRESS WEBSITE.

    THIS IS HARASSMENT.

    Business Response

    Date: 09/30/2022

    Business Response /* (1000, 5, 2022/09/12) */
    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. Upon researching the license plate number 8XMD515, we found notices issued on the Metro ExpressLanes on the *************************************************, and on the **************************************** Those traveling on the Metro ExpressLanes without an account or FasTrack account will be issued a notice with a processing fee and the toll amount. 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:08/28/2022

    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.
    I last used my metro express transponder 02/2019. I had a positive money balance and have not used the the transponder since. I received a bill for a negative balance to ***** address 2 months ago stating I owe money. I thought this was a mistake or someone stole my transponder because I had positive balance. I called metro express and told them that I have not used their services since 2/19 and that I have about a 20 dollar positive balance. They informed me that they were deducting money out of my account dispite the fact that I was not using the service. And that they continued to deduct my account after they depleted the account. They send me a bill stating that I own money. This is wrong and they continued to deduct they money and they made no attempt to contact me or notify me that they were deducting money from my account. They only sent me a mail after my account had a negative balance. I received a bill today stating I owe $41.20. Despite the fact that I had a positive 20 dollar balance and they unknownst to me continued to take money out without my knowledge. This is wrong and thievery on their part . I refuse to pay this money that the day I owe.

    Business Response

    Date: 10/13/2022

    Business Response /* (1000, 5, 2022/09/06) */
    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. Per the Metro ExpressLanes terms & conditions, you agree to pay a $1 monthly fee to maintain your account regardless of usage. You can find out additional information regarding our Terms & Conditions by visiting us online ************************ 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.


    Consumer Response /* (3000, 7, 2022/09/07) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    i did not agree to carry a negative balance your company continued to take money out despite the no use after several years. i didn't agree for you to continue charging me monthly despite no use for years and your company continue to charge me a negative balance. this is unfair/predatory business practice.

    a fair resolution would be no money owed. no additional fees added on. would appreciate a personalized reply.


    Business Response /* (4000, 9, 2022/09/16) */

    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. Per the Metro ExpressLanes terms & conditions, you agree to pay a $1 monthly fee to maintain your account regardless of usage. You can find out additional information regarding our Terms & Conditions by visiting us online at metroexpresslanes.net 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.
  • Initial Complaint

    Date:08/24/2022

    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.
    I called a representative who told me I am able to use the ** metro express lanes fast track anywhere ***** for any carpool lane no charge. I moved *************** and was charged hundreds of dollars thinking it would be free HOV lane 3+. The representative misspoke the policy and is not taking responsibility for their fault. I tried disputing with my credit card and metro express lanes is charging my account as a negative balance and threatening to put me into collections. No I can not close my account and they are trying to keep it open even though I returned my device and everything was paid off, and they won't refund my positive balance prior to the dispute.

    Business Response

    Date: 10/13/2022

    Business Response /* (1000, 5, 2022/09/06) */
    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed.Tolls issued to your transponder are valid. Please be advised, that not all ******* agencies offer a carpool discount. We cannot honor your toll dispute as all toll transactions assessed on your account by a different ******* agency are deemed valid. Any discount or promotion offered by Metro account plans are not applicable to other toll charges from other ******* toll facilities not operated by Metro. We hope you 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 8am-5pm.

    Sincerely, Metro ExpressLanes.


    Consumer Response /* (3000, 7, 2022/09/08) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Metro express lanes need to train their employees to have the correct information. When I called in, they informed me I am able to use it at other locations. The misinformation cost me money and time wasted to dispute and communications. Tricky business trying to squeeze every penny from customers.


    Business Response /* (4000, 9, 2022/09/16) */

    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed.Tolls issued to your transponder are valid. Please be advised, that not all ******* agencies offer a carpool discount. We cannot honor your toll dispute as all toll transactions assessed on your account by a different ******* agency are deemed valid. Any discount or promotion offered by Metro account plans are not applicable to other toll charges from other ******* toll facilities not operated by Metro. We hope you 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 8am-5pm.

    Sincerely, Metro ExpressLanes
  • Initial Complaint

    Date:08/15/2022

    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.
    So I called metro express today 8/5/22 to add money to my account was advised I owed 329 which is incorrect. They have fraudulently added these charges to my account and will not remove them. I had just called on August 4 or 5th of this month and added 100 and had a balance of maybe 30 or 40 left . My account has been linked somehow to the previous account of my fiancee they said I would not be responsible for his charges he is taking full responsibility for. They also had me contact ********** because they said I owed them and had violations ********** stated that is false, I owe them nothing. This needs to be resolved asap I need to able to use my transponder for work this is an inconvenience and I'm now having anxiety issues behind this matter. Please fix this.

    Business Response

    Date: 09/06/2022

    Business Response /* (1000, 5, 2022/08/22) */
    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. We have dismissed tolls totaling $250.05 for license plate number *******. As of 08/22/2022, your account is negative -$143.18. Please get in touch with us to make a payment and bring your account to good status. 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.


    Consumer Response /* (3000, 7, 2022/08/27) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Thank you for your prompt response and taking the time to review my claim, but the reason for this not being acceptable is I'm not responsible for any of this payment and I refuse to pay any of this toll charge I did not use. The reason I reached out because I'm being falsely charged I need these charges removed from my account. Thank you for your time.

    *******


    Business Response /* (4000, 9, 2022/09/06) */

    Thank you for contacting Metro ExpressLanes,

    Your complaint has been reviewed. We have dismissed tolls totaling $250.05 for license plate number *******. As of 09/06/2022, your account is negative -$168.18. Please get in touch with us to make a payment and bring your account to good status. 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.

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