ComplaintsforBay Area FasTrak
Toll Booth
Additional Complaint Information
Customer Complaint:
Bay Area FasTrak came to BBB’s attention in March 1998. A review of the complaints was completed in June 2024. For information related to toll tags, accounts and toll violations, consumers are encouraged to review the following link.
https://www.bayareafastrak.org/en/home/help.shtml
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
FastTrak sent me a notice to pay a toll for someplace in ** (I think it was a bridge toll, but I can't find the original paper), but I have never been there and the photo and license plate of the vehicle is not my car (which has not been stolen or loaned out to anyone driving from my house in LA to SF). I gave them that info on the initial form, but they now are requesting me to provide a "Release of Liability or Bill of Sale," basically for a car that is not mine. Is this a scam? The letterhead looks legitimate, though I have never used FasTrak... Do I need to check with the *** to see if someone stole my identity and bought a car using my name and address?Initial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We got charged for the fee while having 3 person in the car.Initial Complaint
08/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I am writing to file a formal complaint against FasTrak due to their failure to notify me about toll violations and the malfunctioning of my transponder device. The device stopped functioning correctly, preventing me from using carpool lanes and resulting in excessive charges and fees. Despite my repeated attempts to resolve the issue, FasTrak has denied my dispute and is attempting to collect over $1,500, even though I only legitimately owe around $180.FasTrak never informed me that my device had stopped working, leading to these unexpected charges. Furthermore, they have yet to send me a replacement device, despite my numerous requests. I believe FasTraks practices are predatory and deceptive, aimed at forcing customers like myself to pay exorbitant fees due to their failure to maintain and update their hardware.I urge the Better Business Bureau to investigate FasTraks business practices and take appropriate action to prevent them from scamming other customers in the future.Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Back in September of 2023 I closed my Fastrak account with a remaining balance of approximately $75. To this day Fastrak has still not sent me my remaining balance. I have had numerous conversations with the phone representatives and Supervisors. I have been told "It's under review", "It's on its way", "It takes 7 to 11 business days", "It's been escalated". And though all this may be true, I still haven't received my balance. I have now been told that Fastrak attempted to credit back the refund to a credit card I no longer have. The fact that I no longer have this credit card is in the notes logged by Fastrak from the numerous calls I have been forced to make during this ordeal. I can only conclude that the represenatives and supervisors are not reading the information in front of them. As I have stated to Fastrak on more than one occasion, I want my well overdue balance in the form of a check mailed to my current address which they have on file. This ordeal is now going on a year. I find Fastraks lack of urgency disturbing.Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
There are too many of them (I attached those violations )I have total of 51 invalid violations for the month of June and July 2024! I commuted with my wife from ************** to **************** for her class at ***************. We had to take multiple HOV2+ lanes, the 580 lanes ********** then 680 ***********. Once I get to 880 we took the 880 express lanes to 237 then we take HOV 3+ lanes. On every single one of them my device which I have set correctly (setting set to 2 people) and I put it on the lower left bottom corner of the windshield. Everytime, we pass through the sensor displays shows 2 or sometimes 3/1, which I think this is the problem. I have contacted customer **** and every answered from them keep telling me that I should not have a negative balance. I checked my balance, I always had $30+ and kept eating up by the tolls for the HOV2+ lanes. I am supposed to get a free rate. I brought all this up to the service **** kept implying that it is my fault by stating that I have to have a positive balance and my device is not set up properly.How can it be positive, it the toll charged incorrect rate instead of getting discounts? This is non-sense. Bay area fastrak created an open invoices and the ONLY way to do this is to keep my balance over $100+ and then call them to dispute the charges. I have contacted them pretty much every day now the last two weeks. Every day I get a different answer. One rep helped me to adjust the balance by giving back some credits which I thanked for, however the rest of them (at least 6) gave me a round ***** explanation that does not help. Look at the list on the attached. ***********. I spoke to a supervisor name **** and I hope I can talk to her but this is really draining and frustrating. I need help to get this fix.Initial Complaint
08/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have had MULTIPLE violations sent to me for 4 different vehicles of mine that I use to carpool to and from work daily. I am very cautious about making sure the transponder is at 3 to ensure I am not getting charged. I have never had an issue in the past and have always placed the transponder in the same area of my vehicle. These violations have been more frequent in the past ****************************************************************************** a couple times, they are now refusing to credit any more due to me not having the transponder in the right area on my windshield. Fast Trak has charged me over $300 in the past month for false violations. This is ridiculous! After some light research, it seems like this is a common problem.Initial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bay Area Fastrak has wasted about 40 hours of my time! They are threatening to collect this debt through the State ******************** They keep sending me toll evasions - at this point its been about 50 toll evasions. I keep contacting them, taking up to 1 hour to have my calls answered. Ive emailed them and they still keep making the same mistake! -I do not own the car thats getting all these tickets. -I have never owned that car in the past either. -That car is not registered to me. - I havent been to nor driven near the ******** in about 10 years - That license plate does not belong to me. - That license plate is not linked to my Los Angeles Fastrack account - I do not have a Bay Area fastrack account - I do not know who this car belongs to but its not connected to me in any way so I dont understand the recurring mistake. They have sent me to collections even though theyve admitted to have made a mistake. They have admitted that its an error on their behalf but they still send a few of those toll evasions to my address with my name on it EVERY SINGLE WEEK!!!Im calling *** to dispute the charges during business hours but still havent been able to get through- not 1 single time! Today Ive been on hold for 1 hour so I decided to just file a BBB complaint and hopefully you guys can get through to them. I have to work, take care of my kids, my house and I cannot be on the phone for hours every single day. Please help me, this is the first ticket they sent to collections but there are many others and Im not going to pay them because they are not my tickets nor my car thats getting those tickets.Initial Complaint
08/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This is about paying bridge and other Fastrack tolls. In 9 out of 10 cases I immediately receive a notice of Toll Evasion w/o ever having received an invoice. I find that to be poor business practice. After years of observing this I must assume that this practice is to force people to sign up for auto-pay. I would like to know if other people have complaint about a similar issue and I would like to stop Fastrak to do this.Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have used the Fastrak Customer Help Line numerous times with no response. I am requesting a replacement refund check to my sister who passed away, for which I am her Estate Executor. The original check was lost in the mail to the bank for deposit. The check was issued on 3/10/2023. I have tried the customer help line but it is clear that if they owe you money - good luck in getting it. 29 Aug 2023 Case: 1-13624489971 5 Oct 2023 Case: 1-13879836065 10 Oct 2023 Case: 1-14450005695 5 Feb 2024 Case: 1-14824726257 18 Mar 2024 Case 02 May 2024 ******** Case:20 May 2024, ***************: ************* 3 June 2024 Case: 13 June 2024 Case: 25 June 2024 Case: ************* 02 July 2024 Case: Per my conversation with Supervisor ***** on 25 June 2024, I had my daughter go to the FasTrak ************** in ************* with a letter and copy of the original check stub authorizing her to pickup a reissued check. She spoke with **** and ***** who where unwilling to give there names when asked. They made copies of the letter and check stub and said it would have to go through there ************** which closed at 2:00pm. Nothing was said in our conversation about the ************ closing at 2:00pm.Lines used by the customer service center:Check request takes 30 90 days to process A check was issued and mailed on this date Sent to her address Check was not approved Tennessee address was misspelled Mail is taking longer than normal Have to talk to there ************ closing at 2:00pm This all sounds unlike a respectable business. Im only asking for a replacement check, made out exactly as the original was (which was lost in the mail, as stated above).Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The Bay Area Fastrak has mistakenly recognized my car plate license for a year and charged me toll fee caused by somebody else's car, which causes me anxiety and depression and irreversible consequence to my mental health.
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Customer Complaints Summary
178 total complaints in the last 3 years.
49 complaints closed in the last 12 months.