Complaints

This profile includes complaints for Bay Area FasTrak's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bay Area FasTrak

  375 Beale St San Francisco, CA 94105-2066

• 

  Bay Area FasTrak

  PO Box 26926 San Francisco, CA 94126-6926

• 

  Bay Area FasTrak

  Violation Processing Department San Francisco, CA 94126

• 

  Bay Area FasTrak

  455 The Embarcadero, Suite 103 San Francisco, CA 94111-2004

• 

  Bay Area FasTrak

  62 First St San Francisco, CA 94105

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:09/20/2024

  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.

  In March 2023 I was rear-ended. Had body work done in Apr 2023 and the dealer gave me a loaner, which I linked to my Fastrak account. Returned car to dealer within 2 weeks - a grey 2021 Tiguan. My only omission was failing to remove it from my Fastrak account when I returned the car to the dealer. Totally off my radar. A week ago I got a notice my Fastrak account needed funds. I saw a bunch of HOV charges starting Sept 11 and they have been deducting money from my checking account. I asked to see the car, and the picture shows a grey 2021 Tiguan. Likely the dealer sold it, but regardless someone else has the car and I am getting the bill. My family owns 4 ***********. All of them are White. To add insult to injury, I flew to ******* on the date this started so wasn't even in **********.

• Initial Complaint

  Date:09/18/2024

  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 went to bay area for a week starting 8/7 and saw the ******** is free with 3+ people, and I have 3 people on the car, so I used it, thinking it's free. I later registered a temporary account since I passed the ****************** to pay the toll, and I only authorized them to use my credit card to pay toll on 8/9 and that day only. However, after I left, they charged me $27.15 in total on 8/16 and 8/17. I called the customer support, and they said the charge is for HOV violation, and I can't actually use it for free unless I have their toll tag. First of all, I NEVER AUTHORIZED them to use my credit card to pay toll outside 8/9. Also, I thought HOV lane is mandated by the government, and I HAVE NOT SEEN A SINGLE SIGN on the road that says some special device is required. The worst of all, when I was in the middle of explaining the situation politely, they just HANG UP ON ME. Clearly, they don't care enough to actually help their customer. I thought this is the end of my nightmare but a few days later, I got a toll violation in my mail for $1.10, and they want an ADDITIONAL $10 PENALTY (FOR $1!) unless I register an account with them! Why don't they just charge my credit card WITHOUT MY AUTHORIZATION AGAIN, since they have already done it before? I don't know if they just want more money from me or make me register an account so they can hide the fact that they CHARGED ME WITHOUT AUTHORIZATION. This is EXTREMELY PREDATORY behavior, and I don't know what they might do with my credit card information in the future...

• Initial Complaint

  Date:09/15/2024

  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.

  Ive been receiving fastrak notices in the mail for weeks that are never ending. Each time I login to the website to and/or each time I call in to the customer service line to make the payment, Im given a negative balance of no more than $-14. This time however I call in with my daughter and was told I have a balance due of $1,000+. If that wasnt enough they claimed this amount has penalties which would bring my total amount due to $5,000+. When I asked why I wasnt given an accurate amount during previous calls, they had no way to justify. And when I asked why the website doesnt accurately display amount due, I was given the explanation that they are not in control of what is displayed on the website. This is extremely frustrating because I wouldnt have known how much I actually owed if they didnt decide to tell me after I had already called in numerous times to clear this up. Everyone I spoke to had just ignored my total balance? And now Im expected to make this payment? This is completely unprofessional and has been a bad experience for me. I dont know how Im expected to make these payments if they were just letting these payments pile up.

• Initial Complaint

  Date:08/30/2024

  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.

  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

  Date:08/20/2024

  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.

  We got charged for the fee while having 3 person in the car.

• Initial Complaint

  Date:08/19/2024

  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 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

  Date:08/19/2024

  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.

  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

  Date:08/12/2024

  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.

  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

  Date:08/10/2024

  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.

  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

  Date:08/09/2024

  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.

  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.