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Business Profile

Toll Booth

Metro Express Lanes

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 12 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.

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Complaint status

Complaint type

  • 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.

  • Initial Complaint

    Date:07/30/2024

    Type:Customer Service 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 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

    Date:07/22/2024

    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.
    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

    Date:05/13/2024

    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.
    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.

Metro Express Lanes is NOT a BBB Accredited Business.

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