Complaints

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:05/02/2024

  Type:Customer Service 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 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

  Date:04/08/2024

  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.

  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

  Date:03/22/2024

  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.

  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

  Date:03/15/2024

  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.

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

• Initial Complaint

  Date:02/05/2024

  Type:Order 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.

  About a year I purchased a fast track pod that is placed on your vehicle. To go I. The carpool lane. My understanding was that once I placed my debit or credit card information that it would re track up to 3 months. And any further dates well fast forward now my plates are due and I have a bill of $1k for plates. I have used the toll lane in over 8 months plus so I had no idea these were outstanding. So today I called the call center I spoke with ******* she try to help as much as she could but unfortunately her manager was a good supportive manager I explain that I was willing to pay but Im not able to pay that amount I misled on the website to think they would re track back my balances. She said I would have to do the payment In full the. She offer $586.50 and the. Said $500 I told her that I couldnt do that she wanted a payment in full. My plates are not due until April but I do everything by the book so this is a complete shock to say that I have a outstanding balance, and I felt a manager was not willing to work with your expenses on the situation that I am in, and I was willing to give them where originally it was but I am not able to do the $500 upfront the manager not once for in the phone she made the employee do all the talking I told her I understand policy but also understand I was mislead on the website. I would like to pay my original balance.

• Initial Complaint

  Date:01/26/2024

  Type:Order 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.

  Metro Expresslanes have been either intentionally misplacing documents to harass me thinking its funny or this business of operation is just plain incompetent. Please see letter and supporting documents attached.

• Initial Complaint

  Date:01/26/2024

  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 have been a subscriber of Metro Express Lanes for over 10 years. I brought a transporter for $40 and was given a credit of $40 to use. Metro Express Lanes collects fees for using express lanes of public highways if you have less than the number of occupants in your vehicle. To use the lanes, a subscription to their transponder service is required. The monthly subscription is $1/month. In addition to the monthly fee, the terms and conditions that I agreed to when signing up for the service was that each time my account balance fell below $10, the company was authorized to withdraw $40 from the credit card I have on file. This agreement had been working well. I rarely use the metro express lanes but pay the $1 monthly fee. Yesterday, January 21, ****, I received and email from the company explaining that they had charged my credit card $40 because they said my balance had fallen below the $10 threshold. I questioned this because in December 2023 I had a balance of $18.80. Even if they took $1.00 for December and $1.00 for ******** I should still have a balance of $16.80. I called the company to try to correct this today (January 22, ****. I spoke to two different customer service representatives and they were telling me that they took some promotional balance of $7.60 and that is why my balance had fallen below the $10. I have no idea of what they are talking about on this promotional balance. It was not ever listed on my statement. I really feel that the company is skimming money and not being transparent with their customers. They really need to correct the way they are doing business. I asked to speak with a supervisor and was told that no supervisor was available. Frustrated.

• Initial Complaint

  Date:01/05/2024

  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.

  I live in ******************* and Metro ExpressLanes sent me a letter charging me for a toll evasion in **************/Century Blvd -> I-*********************************** According to my GPS, this is in ***********, **. I have not been in that area for over 15 years and I am the only one who drives my car. Im used to using ******* in my area and the picture of my license plate always includes parts of my car surrounding my license plate. I have in the past, had issues with Identity Theft committed against me. That is what makes this letter more of a concern for me.

• Initial Complaint

  Date:12/13/2023

  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.

  I attempted to close 2 accounts (*************************** and *************************) with Metro Express Lanes. I sent in both transponders as they told me to do and even have the receipt from **** from that package. They were supposed to send me a check for my account credit for both accounts, and neglected to do so stating they never received the transponders. They also have refused to close one of the accounts or even to change the payment information.

• Initial Complaint

  Date:11/27/2023

  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 a subscriber of Metro Express Lanes. Metro Express Lanes is a company that collects fees for using express lanes of public highways in **********. To use the lanes, a subscription to their transponder service is required. The monthly subscription is $1/month. In addition to the monthly fee, the terms and conditions that I agreed to when signing up for the service was that each time my account balance fell below $10, the company was authorized to withdraw $40 from the credit card I have on file.In September 2023, Metro Express Lanes mailed a letter indicating that the company conducted a review of my account usage and determined they would begin to deduct $80 from my credit card when my account balance fell below a higher threshold. I did not save this letter and did not contact the company to dispute this change.I received another letter from Metro Express Lanes, dated 11/15/23. The letter, ******* Account Replenishment and Threshold Review Results, states that in 30 days my new replenishment amount will be $95 every time my balance falls below $23.75. This violates the terms and conditions I agreed to when subscribing to the service.I contacted the company on 11/21/23. I spoke with a CSR who said that she would return my automatic replenishment rate to $40 when the balance fell below $10. She said that the company allows this one-time courtesy, but the company reevaluates accounts every 90 days and will increase the replenishment amount again.I asked how this procedure was legal because I have verbally expressed that I do not authorize the company to withdraw more than $40 at a time. The customer service representative stated the company has the right to do this because the company sent me written notification.I believe the company is gaining financially by continuing to illegally withdraw higher amounts of money from my account by stating there is a need based upon my usage. I would like this practice investigated and stopped.