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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Toll Booth

Metro Express Lanes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toll Booth.

Complaints

Customer Complaints Summary

  • 52 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/27/2025

    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.
    The I-105 freeway is not in need of a ******** contrary to what the city believes. The freeway does not extend more than 19 miles and lastly, the ************ is more than sufficient at easing traffic concerns. Adding a FastTrak lanes to the recommended segment 2 and 3 sections of the 105 will not only cause more traffic but hours of extra delays for many businesses and individuals alike. This is clearly a grab for money because the city and state is failing to make a profit or pay off it's debts.

  • Initial Complaint

    Date:04/16/2025

    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.
    Metro Express Lanes is attempting to charge me $81 for trips I was unaware of due to a change in address. They are threatening to send to the *** to withhold my registration if I don't pay them. I do not have a Metro Express Lanes account and would never willingly take the lane given I don't have an account. This is extortion

  • Initial Complaint

    Date:04/12/2025

    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.
    My name is Kysaun *****. Account no.: ************** 3. On 4/11/2025, my account balance was about $24.00. However, Metro Express Lanes updated to a new transponder and told me the old one is no longer good and I must get their new transponder. I went to the *************** and exchanged my old transponder and received the new one. Unfortunately, they said once I received the new transponder, I will go from a positive balance to a negative balance. This does not make sense. I was FORCED to get a new transponder (there was nothing wrong with my old one). My balance was for the tolls if I use the FasTrack. Without driving on the toll road, they forced me into a negative balance. This is an unfair, deceptive, or abusive acts or practices and a consumer law violation. Its their attempt to steal money from me. My balance is intended for the tolls. This is unethical and I seek to hold this company accountable.

    Customer Answer

    Date: 05/08/2025

    This email is being sent to you from the same email on file as my original complaint. The company contacted me and the matter has been resolved. Please change status that the case is resolved instead of unanswered. 

    Otherwise, please reopen the case and I will update that the company resolved the matter. 

    Sincerely,
    Kysaun Smith 

  • Initial Complaint

    Date:12/31/2024

    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.
    Off duty *** buses are slowing down traffic on the 110 North and Southbound express lanes.

  • Initial Complaint

    Date:12/26/2024

    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.
    I have a account with the toll roads and use fastback...my son uses fast track everyday same location same time same traffic ... on three occasions I get a outrageous one day three mile charge of $32 and change .... on the bill board we notice its wrong or just a clear freeway board so your trapped at any cost they choose to use ... I have been a client for years so ive seen this charge in the past.... When I try and dispute it ....the toll roads tells me to call the agency and dispute the charge ...WQell in this case is LA metro ....Of course we don't have a account with them since I have there sticker through then toll roads ...I believe the sis a scam by these agencies ...Ive received no help and there is no way to dispute these charges per the toll roads just pay them ? I need help

  • Initial Complaint

    Date:12/06/2024

    Type:Order 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.
    Company failed to provide proof of contract that states amount of money owed.

  • Initial Complaint

    Date:10/29/2024

    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.
    Metro express lanes is charging me over 1800 dollars and put a hold on my registration. The license plate number is incorrect on the picture. For the toll violation and they won't remove the penalities

  • Initial Complaint

    Date:08/12/2024

    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.
    Metro express lanes is charging me $9.30 when I never take fast trak. I was in the ************ on the freeway and the ************ became fast track without proper notification. As soon as I saw the fast track sign I merged back into traffic safely as quickly as I could. Metro express lanes is taking advantage of carpool lane drivers by not properly notifying of the impending change. It is wrong for them to be allowed to take advantage of taxpaying drivers in the carpool lane. I should not be penalized for being environmentally cautious.

  • Initial Complaint

    Date:08/05/2024

    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 purchased a transponder from ****** approximately 5 years ago (~2019). After seeing the charges that were leveraged against my account, I wanted to discontinue the service. Approximately one (1) year ago (2023), I called Metro Express Lanes to cancel the account. I thought the transaction was settled. Today (8/5/2024) I received a notice (uploaded) stating that I owe $40.61 due to falling below the minimum required balance and that all access has been revoked online. The only way to resolve the issue is to pay the fee. I believed that I processed a cancelation over the phone and was done with this service. I'm being told that there was never an account cancelation and that if I don't pay up, I will be sent to collections. So I need to pay $40.61 because a call center agent didn't initiate a cancelation, or I will be sent to collections for a service I don't want and haven't used in over a year. This is the very definition of extortion. I have reluctantly paid the fee so that I can be completely absolved of any involvement or connection to Metro Express Lanes. I would like a refund as I don't think I should be liable for an agent's inability to complete a simple account cancelation.

  • Initial Complaint

    Date:08/01/2024

    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.
    I was charged $30 for use of the 110 express Lanes on 7/24/2024. There was also bumper to bumper traffic, IN THE EXPRESS LANES, as was in the regular non-toll lanes. Furthermore, no price was posted of the excessive amount. I understand paying $3-$10 for a toll, but $30 is completely excessive, especially being that there was traffic in the express lanes. So I'm just supposed to guess the price and/or just assume that ANY price is acceptable to be charged? Metro literally PRICE GOUGES. This is fraud and abuse against consumers at it's finest. I have used the 110 express multiple times and never have I been charged that excessive type of amount. With SEVEN agencies controlling toll roads in ONE state, that is a sign of beaurocracy at it's finest. If Metro is charging $30 at peak toll time, why am I still encountering pot holes and damaged roads all over ***********. This is a joke. I will be also filling a complaint with Mayor *******************' office, the Secretary of State as well as the ***** This is abuse of customers at it's finest and ********************** is gouging it's customers. All the while, Thetollroads.com is allowing this to happen by arbitrarily paying out whatever they deem a toll to be. I was also falsely charged by LA Metro Express Lanes earlier this year - they did not cross ref with the other 6 agencies to find that I am a tax paying citizen who's account is in good standing.

Metro Express Lanes is NOT a BBB Accredited Business.

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