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Business Profile

Toll Booth

Bay Area FasTrak

This business is NOT BBB Accredited.

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Important 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

     


Complaints

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

Find a Location

Bay Area FasTrak has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 148 total complaints in the last 3 years.
    • 42 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Receied 7/21/23. Claims I violated a Fastrak in the ********. License number has nothing to do with me and the website (www.bayareafasttrak.org) seems to be a fake. There are numerous websites on ****** hits implying this is valid. This is surely a criminal activity. Please get them.

      Business Response

      Date: 08/03/2023

      ******************************* is disputing a violation noticed: -8HPV192-CA
      7/3/2023 11:25:09 AM, occurred in S101 Express lanes.

      Image review done for white ****** 8HPV192-CA. Per record, it was a correct vehicle and plate.

      A one-time penalty fee waiver applied. Sent Toll Amount Only Noticed. 

      If the customer is stating they do not own the vehicle in question, the customer will need to contact the DMV. 

       

       

      Customer Answer

      Date: 08/06/2023

       
      Complaint: 20359449

      I am rejecting this response because: why should I have to prove that's not my car.  I am a citizen of good repute.  Make Fastrac do their work.  I have reported it to the *** and told Fastrac it's not my car.  I haven't been in ************ for quite a while and don't own a Honda.  They know that it's a fake plate and asking me to pay.  It's not right.  It should be their problem, not mine.  Typical lazy pseudo-government work that should be squelched.   As a matter of fact, I got one of these several years ago that also wasn't me.  When I say it's not my car, why shouldn't they believe me.  For ten bucks?  Come on.  They could do better.

      Sincerely,

      *********************

    • Initial Complaint

      Date:07/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 keeps sending me invoices to my address for a car that isn't mine. The license plate is similar. This has happened 4 times in the past 2 years. I have spent a lot of time calling them trying to resolve the issue every time I get a letter. Each time I call them they say this won't happen again.

      Business Response

      Date: 08/04/2023

      The following notices have been dismissed in full and dismissal letters were sent. 

      Thank you, 

      Customer Answer

      Date: 08/04/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Although, if the business contacts me again with wrong information. I will reopen or start a new case.

      Sincerely,

      *********************

    • Initial Complaint

      Date:07/06/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 5/10/2023 I crossed the ****************************************************** and Fastrak did not send me an invoice until a month later with penalty fee. Paid the toll amount and still waiting from Fastrak as to why they did not send me a first invoice?

    • Initial Complaint

      Date:07/03/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 Bay Area FasTrak has been knowingly charging users incorrectly for Express Lane usage due to known faults in their system, their Flex transponders, or both. They also only offer the option to dispute their known faulty equipment for 30 days, which may or may not be legal in the *******************.For an article on the issue, visit **************************************************************************************************

    • Initial Complaint

      Date:05/30/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      3/29/2023 Paid a FasTrak invoice for toll bridge but FasTrak still billed me in spite of the payment, now with a penalty.

    • Initial Complaint

      Date:05/26/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Being charged excessively for toll violations even though I have a fastrak transponder and was regularly paying. Based on the replenishment amount for my online account Not being charged carpool rate but I commute with three children Disputed toll violations and settlement offer doesnt reflect an accounting of my replenishments. When I call in Im told that i dont have an active account in spite of having a transponder, online access and making payments to my account online based on replenishment amount set by fastrak. Online account never reflected any violations.

    • Initial Complaint

      Date:05/24/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      FasTrak sent a violation notice about a vehicle that that I do not own or ever owned or have ever had. The vehicle's image does not correspond to any vehicle is registered to my name. They also didn't accept my dispute because they want DMV declaration of non ownership. It is impossible for me to resolve this because DMV is not in a position to proof that I have never owned a certain vehicle.

    • Initial Complaint

      Date:05/14/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Fastrak has charged my acccount ACCOUNT # ********* on using the ******************** link which I have proof with my device turned on for 3 passengers and video with 3 passengers in the car. I have asked 2/9/2023 to adjust to the device to my new vehicle license ********** and remove the old vehicle, but it was not done. Fastrak just keep charging to my account and refuse to refund and there is no way to dispute(which I had complaint to their office for many many time). Their system is just don't care and just keep charging even it is their system has all the fault. I am asking to refund the three transaction and total is $3.00 and repair their system to not to charge customer even customer followed the rules.

    • Initial Complaint

      Date:05/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 drove from ************ to ******** and then returned to ************ from ******** later in the day on April 6 2023. I received a notice from FasTrak on May 10th saying I used the FasTrak lane. I was completely unaware of this violation in fact I remember being very careful about not using it. Yet I got slapped with a violation. When I called customer service they said I was in the ********************** lane the issue here is that I was completely unaware of this ***** transgression maybe you should do a better job marking your lanes maybe use some of that money you're strong arming out of ******** drives pockets under threat of a license suspension and INVEST IN BIGGER SIGNS AND CLEARLY MARKED LANES! It's beyond unreasonable that you continue to fine and threaten drives with license suspension for something they were completely unaware of! FasTrak is nothing more than a poorly run scam designed to squeeze bay are drives through sparse signage and poorly constructed websites and telephone services. It's luaghable that such a shotty system is allowed to continue and take lanes away from commuters. Fast trak doesn't fix commuting problems it is the problem! Invest in better sinage and a better website! Or I don't know maybe Fast Trak should be a thing of the past!

    • Initial Complaint

      Date:05/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Despite having a transponder with a valid debit card attached to it since 2018, Bay Area Fastrak continues to send me toll violations. I called and closed the account they were having issues with and opened a new one on the same day. I filled out the forms to dispute the charges, which they agreed were inaccurate due to me having an active account. That was over a month ago and they still haven't taken the charges off of my account. I'm getting charged on the new account, and still getting violation messages in the mail. The worst part is that the *** won't let me register my car without Fastrak providing the info that says I'm cleared on the fines. So now I don't have up to date tabs and the *** said it's all because Fastrak hasn't done their part. This is costing me money, is a HUGE inconvenience, since I need to drive my car, and it's just downright ridiculous. Today I have to call them yet again to deal with this, despite my many attempts that have resulted in - apparently - no help.

    Bay Area FasTrak is NOT a BBB Accredited Business.

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