ComplaintsforMetro Express Lanes

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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a notice (uploaded) stating that I owe $40.61 due to falling below the minimum required balance and that all access has been revoked online.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

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I called to have my rental added to transponder, they added the wrong dates I was charged $163.25 from rental car because I was ticketed due to rental not being on transponder correctly, I have asked to have phone calls pulled where I called and spoke to customer service where I added I returned the rental on 6/21 which was before the end date which 6/29 which the customer service person was to add I called on the 6/14 but they dated it on 6/1 I just want my money back and all the calls pulled even the ones where I lost my cool

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Consumer protection agency needs to investigate the required minimums placed on accounts.My account had a positive balance, but when it dropped pennies below $10, they attempted to auto-replenish $40 onto my account for a $1 monthly maintenance fee. That does not sound ethical.To change from auto-replenish to manual, I had to provide a $25 equipment deposit, despite owning the transponder for nearly 10 years. Also, the required minimum for manually replenishing the account is $25.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Metro Express charged me ****** in violation fees and penalty fees that they were aware of for three years!!Metro Express did not notify the *** at any time until 5/13/24. I paid my vehicle registration 3 years in a row on time and in person at my local *** CA. office. Metro Express should notify the *** within a reasonable amount of time but they never did which allowed penalties to build up for 3 years. I believe this is an unfair business practice. I am a 61 year old disabled female. Metro Express does not have appropriate measures in place concerning express lanes or inform drivers of charges in a timely manner. This is an outrage. I was present at *** and I always pay my vehicle fees and smog test fees on time every year. To be notified of violations and penalties after 3 years is just wrong. I have submitted documents that show Metro Express knew of violations as far back as the year 2021. Please help me. I called Metro Express and they told me they knew about violations but never notified the *** until today 5/13/24 with the first violation occurring on 07/01/21.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have a Bay Area Fastrak Transponder I've had this account since 2000 Unaware Los Angeles has their (own) metroexspress Transponder. THE FIRST TIME I RECEIVED ONE OF THE IGNORING WHITE METROEXPRESS ENVELOPES WITH CHARGES ON IT AND I HAD JUS ADDED MORE MONIES TO MY BAY AREA FASTRAK ACCOUNT MY TRANSPONDER IS VALID AND IN GOOD STANDING . AS OF TODAY 5/2/2024 Metroexspress has put out that I owe $7k in toll violation (75) total to be exact. This is all a money scam with metro. As per their policy statement ( Fastrak Respondors work where ever there is Fastrak and your account is valid (No) charges. I do not have a account at all with ********************************************* lane. I've reached out to get answers I was told that yes I can use my bay area Fastrak responder. But i will need to get metro express responder. I asked why do I have to purchase another responder when the one I have works and is valid Just not From MetroExpress Lane. I was not given an answer question was ignored and changed subject. Metroexpress is interfering with registration cause of this . 75 parking violation they have generated cause I don't possess (A MetroExpress Responder. I did in contact with MetroExpress 5/1/24 They couldn't find me cause I don't have an account with them. But your charging me as if I did . The Representative told me To contact Fastrak Bay Area have them get in contact with MetroExpress to confirm Mt account was in good standing and valid at the time of Seventy five bogus violations MetroExpress attached to my driving record. I can't properly register my vehicle until those fees are paid that are non existing.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My boyfriend drove my car in the *********** area but the fast track transponder did not work Im assuming to pay metro express when he went through the lanes 5 times. A toll for $.60 turned into $57.60 by the time I was advised by *** when I paid my tags 2/9/24. When I called Metro they were going to fix the fees except a *** hold as well as other fees but I would have to make a payment to them even though I just paid *** $290 for the 5 toll violations. I tried a supervisor after 3 or 4 calls, but they couldnt help since they got the *** payment a That posted March 3, 2024. I asked for a manager to call still waiting. My question is who can I talk to next if I feel that I was overcharged by allot of unnecessary fees. If I have fast track I was under the impression that they cover Metro Express as well. Thanks so much!Payment Details RECEIPT Date: 3/3/2024 10:56:39 PM Transaction ID: ********** Transaction Amount Notice #************* - Violation Toll - *** Payment $0.60 Notice #************* - *** Hold Fee - *** Payment $2.00 Notice #************* - Processing Fee - *** Payment $4.00 Notice #************* - Violation Fee - Waive Remainder $0.60 Notice #************* - Penalty - *** Payment $21.00 Notice #************* - Delinquent Penalty - *** Payment $29.40 Page 1 3/29/2024 12:56:33 PM Payment Method *** Credit Card or Check ***************************************** $57.60 Is this not regulated & they can charge these kind of fees?

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I'm being charged for metro express-lane charges I did not accrue. I did not have this vehicle in my possession nor did I give permission in 2019, nor did I give permission for anyone to drive it! I was not driving the vehicle during the time these citations were issued, and I've expressed multiple ********* did not even receive any notification of any citations by mail, but was told they sent out 10 notices however the address on file was not the address on file at the **** *** never received anything. This vehicle was being held hostage by ***************************, I found this out when a notice of a pending lien sale was sent to me to sign off on it in 08/2022, and that's when I regained possession of the vehicle & had to take the car to the *** to show I now have this car in my possession on 08/2022. I reached out on 03/20/204 to address this situation so that I can register the vehicle! even though I'm not responsible for these citations, I was willing to pay the reduced amount of $168 however ***** @ metro informed me that he wasn't able to take my payment being the system wasn't generating the bill that would allow me to pay! I was told I would receive a call from a supervisor on 03/20/2024, I explained that I needed to go register the vehicle as I have a pregnant daughter whom need transportation asap! however I wasn't able to go to the *** being I haven't received a call pay to rectify the matter. I do not owe this company anything

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have the transponder in use in my car. There were 3 people in the car while using the express lane. They still bill **.

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