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:04/10/2025

  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.

  Apparently, about a year ago they converted a long stretch of the 405 freeway (in ***********) from typical Express/HOV to toll-only. But their signage is not clear on that point. They have large signs with lots of instructions -- but including the message "FasTrak required". Ok, fine, that seems clear enough ... except that on most freeways FasTrak is already required if you want to pay for single-driver access. So that "required" message doesn't stand-out, at all. What they really need to do is have dedicated signage that says "NO LONGER HOV" and/or "TOLL ONLY"In the past month, my wife and I have both driven a full carload of people through L.A. and now we're facing $100 in fines! I called their office and they offered to waive the first $25 -- but only if we sign-up for a service plan, i.e., $100 one-time or $50 plus monthly fees. So, effectively, there is no forgiveness for out-of-towners like us.

• Initial Complaint

  Date:02/23/2025

  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 used the toll lanes on the 405 expressway. I tried to pay the toll online several times and the payment system was not functioning. Late fee sent by mail. Website wont let me log in. The submit button on their contact us tab is not functional. Current fees are $27.70 and will increase to $57.70 next month. I feel like Im being extorted for fees that I cant pay

• Initial Complaint

  Date:11/27/2024

  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 am receiving three and sometimes four "Notice of Toll Evasion Violation" letters from 405 Express Lanes a month that are accusing me of using the toll lanes. I don't use toll Lanes. When I called the woman at the toll office, she admitted that it was a mistake as the last digit of the licence plate in the photo was different than mine. After she said she would correct the problem, the letters kept coming. With each letter, the violation number, date/time, and violation locations are different. They printed a DMV Hold/Collections date of 01/08/2025. This brings a new meaning to the term "highway robbery," It has to stop!

• Initial Complaint

  Date:09/24/2024

  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.

  This company runs a toll *********** have been completely negligent in the use of their transponders. I've spent hours of my time trying to clear up false violations being made to my wife's vehicle. She added me to the account as a representative so I could deal with them as they have not been helpful. The toll road becomes a carpool lane when there are 3 or more people in the car. This is the only time we use that lane, theres a sticker and transponder that is set to the value 3 to indicate that. I've also gone down in person to get new ************** has continued to fail & rack up tolls on a freeway that was funded using tax payer money. We are well with in our rights to use the toll road for free as a carpool lane. I was told you have to pay $2 a month plus the $40 set up fee to have an account, which we've already paid, meaning the car pool lane is no longer free. We are currently at -$2 on the montly fee as I don't want to pay them anymore money until they fix the problem. My bigger issue is these tolls continue to not connect to our account despite the correct license plate being listed. We had an issue where we had a temporary plate that needed to be updated, we called them in January to give them the correct ************ failed to update the license plate. They told me it had been fixed & the tolls removed. I continue to get daily toll notice violations despite having done my due diligence to correct all errors. I have completely exhausted my ************** will not fix the problem. I opened a case # C7YTWL4FC to hopefully talk to someone, but now that it's not connected to the account where I'm listed as an authorized representative, they wont talk to me because my name is not on the pink slip. They simply are making new account numbers with every toll violation even though we have an active account connected to the license plate. Every time I call I receive a different explanation as to why things are not working. This is a racket. Please help!

• Initial Complaint

  Date:08/03/2024

  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 received a toll violation for 405 Express Lanes for a trip I took to the hospital to see my Aunt in the *** in LA coming from *********. I did my due diligence to ensure I didn't use any tolls when I got home from my trip I utilized tollroads.com to check and ensure I didn't have any tolls to pay. I've done this previously to ensure I don't pay late fees. I received a toll violation from 405 Express Lanes for a 90 cent toll but they tacked on a 25 dollar violation. I looked to ensure I didn't have any tolls to pay. Apparently, 405 have a completely separate site to pay tolls which is not posted on their tolls roads. They knew my address as they sent me this violation after they knew I would have to pay an extra 25 dollars. It says after August 28, 2024 I would have had to pay *****. They knew my address and didn't send me a letter asking for the 90 cents. They waited until they could charge an extra 25 dollars. This is entrapment. This is unjust. The signs on the freeways say to utilize tollroads.com I attempted to contact 405 Express Lanes and was given an error. It wanted me to sign up for fast pass to pay this infraction. I don't want to sign up for fast pass. This is taking advantage of people. On the violation it also states there may be other outstanding notices instead of writing all of the violations. This means they would wait to charge another 25 dollars on another violation so they are cheating people out of their hard earned money. I haven't ever been late on a toll. Ever. I pay all of my vehicle registrations on time as well as full coverage on all of my vehicles.

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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.

  Sends me notice of Toll Evasion even though I have a FasTrak account. Everytime I call to try and speak to a representative no one answers. Everytime I do a call-back, someone calls back and hangs up.

• Initial Complaint

  Date:07/01/2024

  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.

  1) Date of Non-Evasion Violation, 06-02-2024 @ 07:47 AM 2) Location was 405 North in the **************3) Issue is that the Orange ************************ is accusing me of a violation I did not commit and is insisting payment of a non-violation. 4) My family and I (total of 4 people) were driving north on the 405 freeway and noticed a large sign that read 2+ Free. So we entered the car pool lane. 5) I contacted the Orange ************************ to contest the violation but the rep made it clear the toll stands. 6) My reason for contacting the BBB, is that this is wrong and tried to work with the Orange ************************ to resolve this matter.

• Initial Complaint

  Date:06/21/2024

  Type:Product 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.

  On May 25th, 2024, my family (including myself, my husband, and our son) drove from ********* to ********** for an eight day vacation cruise. We returned from the cruise and drove home on June 2nd, 2024. As out-of-town visitors unfamiliar with the area, we were unaware of the 405 Express Lanes toll program and its regulations. (After some research we learned the program just opened Dec. 1, 2023)On June 13, 2024 we received a toll evasion violation from 405 Express Lanes charging us for a June 2, 2024 toll ($1.40) and a toll penalty of $25. We later received another violation for a similar toll violation occurring the first day of our trip, May 25, 2025.Upon reviewing the violation details, we realized that our car contained three occupants, which qualifies us for free carpool lane usage according to the 405 Express Lanes program's guidelines. Unfortunately, unfamiliar with the system and Los Angeles toll requirements, we unintentionally used the 405 Express Lanes not knowing we were expected to register with them before driving the lanes.Considering the extenuating circumstances of our first-time, unintentional violation while adhering to the carpool lane occupancy requirement, we kindly emailed and then called the 405 Express Lanes several times to request the withdrawal of the associated toll and added penalty. We were denied via email and on our phone calls.We understand the importance of following traffic regulations. However, expecting out-of-town vacationers to fully understand the 405 Express Lanes toll program's intricacies seems unrealistic and could be considered as targeting unfamiliar and out-of-town drivers.