I was driving my friend to L.A.X. airport and i had no clue that I even took the toll road I had my gps take me the way without tolls but it rerouted somehow and took me down the 91. I got my violation in the mail, sent an email to them to reduce it back down from 26.50 to 1.50, and a little while later around the 10th of December, I get another letter saying it will go up to 56.50 on 12/20. I tried sending them an email but their website is down. read more

Either there screwed up or someone made there plate number look like mine. 4 times I've gotten violation notices in the mail stating I use this lane. I do not even know where it is I live in Northern California my truck is never been south of San Jose. To top it off I have to use my envelope in my stamps to mail my proof back to them. They have no way of taking care of this on line they suck. read more

I believe this company is in it to win it. They have a very good system designed to take your money. After reading the posts I agree that the system is flawed and that the company is exploiting all and any users of their toll road. As a victim I was fined too $2.85 toll and a $25 dollar fine. I realized after the lane changed from a HOV to toll to late. I really forgot about the incident as I don't drive the 91 and I live in Kern County, 100 plus miles away. The interchange is quick and confusing and poorly labeled. I'm attempting to explain my case and hope that the fine can be reversed. I was instructed to write email to customerservice@9expresslanes.com. I will post the outcome. read more

We are paying to WAIT in traffic, these 91 express lanes are often congested, you guys spent BILLIONS on these lanes, just know you have FAILED us in a major way, PLEASE try to figure this out because what you guys came up with is ineffective. Wrong business model, go back and start over please read more

I do not live in southern California so am unfamiliar with all of the different toll roads; car pool HOV, Express lanes, Fastrack, etc. Travelling south with family in my vehicle I was able to get into the express lanes because they were free for 2 or more people in the vehicle. Coming back, I mistakenly got into the express lane on 15 north, 91 intersection and ended up getting stuck in this Fastrack lane I couldn't get out of. I wasn't able to get off on 71, and then had to drive several miles out of my way to get turned around to get back on the right road to reach the 210 freeway. I ended up with a $28 ticket in the mail a week later. I hate travelling in traffic, and now they send me a ticket for trying to find my way home. Talk about unwelcoming treatment for visitors, obviously they just want money, and to fight these tickets costs more money and time. Horrible treatment of innocent people! read more

I keep getting bills for 91 express when I live in the city of Bakersfield. I have no clue where this toll booth is. Every time I would have to call and email them that I did not own a vehicle with the license plate that they had listed, they sent a letter of apology. Now, an attorney for the 91 express has sent me a letter saying they were trying to collect a debt from me!! These people (if you can call them that) are so incompetent--it is so unreal. I contacted the attorney's office and told him that they were wasting their time trying to get someone to pay a fine that did not even belong to them. One of the attorney's assistants (I guess) told me to send in a copy of my DMV record of the vehicle in question, and send it to their office. I thought about it, and said, "Why should I do that? This is YOUR client's mistake--not mine!" I also told him that I did not know where this toll booth was located. I then told him that he was going to waste money regarding this company. For now, I am going to leave it alone. The efforts to clear this up has gone unnoticed. Maybe if they hired people that knew what they were doing... read more

Horrible horrible horrible horrible! The only agencsy run with less competency is FEMA and the DMV.. I have been a 91 Express member since they opened. No where do I get charged more for less! Why do I pay money to sit in traffic? Instead of just telling me how much money it's going to cost me to ride in your precious Lanes why don't you give me a heads up on how long it's going to take me to go those 10 miles for the ridiculous amount that you charge me! To be fair the only thing worse than the 91 express lanes are the idiots that drive it everyday and feel that they need to hit the brakes when the traffic stops in the 5 lanes that they don't pay to drive in! News flash morons, we don't have to stop when the traffic stopped on the other side of the yellow pylons! How dumb are you? read more

There is no 0 star allowed but believe me, if I could I would! This company is terrible about keeping in touch with customers and unfortunately, they are the only open for those who commute far distances. They are, as Gabriel A. has said, CROOKS. First off they started DOUBLE CHARGING my transponder for WEEKS. I finally got that cleared up and figured that that would be the worst of it, but no! My card was compromised and my bank had to issue me a new card. I GET HIT WITH $25 dollar fee because my card was declined. I DON'T EVEN HAVE MY REPLACEMENT CARD YET! HOW AM I SUPPOSED TO CHANGE MY CARD INFO?? And there is no warning on this, no email saying 'Change your information within the next 3 days' or anything, they just immediately charge you. And today, the straw that breaks the camel's back? MY REIMBURSEMENT AMOUNT IS CHANGE, INTERNALLY (WHICH MEANS BY THEM), from $30 to $80! And the Threshold on my account is raised to $20 dollars when before it was $10. This means, they will be taking out more money more often! And there's no option to change it. I can't change it back. And their FAQ and Search Help? Those links don't work so I can't even search for where to change it back if there is a place to change it back. And the kicker? They do ALL THIS S*** on the weekend so you cant even call immediately and dispute it! This is a terrible company and I wish I could get my money back. I wish there was a better option. I wish they would be shut down and all of those working for them would lose their jobs. In this world where money is tight, they shouldn't be allowed to do all this nonsense. read more

I received an evasion notice and called to question the notice. I never used the 91 before and had a family emergency and had to get to LA from Loma Linda. I admit I did get on the toll road because I thought it was an HOV lane my mistake. I called because I was in disbelief to get a $25 fine for a $2.35 ticket, that was no help I had a rude customer service rep who was apparently the only one working there because I got her all five times I called. She was of no help informed me there was nothing she can do fax a letter or complete the form on the back and mail in. I did both fax and mail with no response, I had to just pay the penalty. This is outrageous business practices most business acknowledge and respond to their complaints. I hope they go out of business, apparently they have forgotten who pays their salaries. I'm filing a complaint with the BBB. Livid non-customer! read more

Just used the new extension and it took me an additional 30 minutes to get home we'll never ever be using it again

I just got a toll violation in the mail, and I have NEVER driven in Southern California. Somehow my license plate was recorded. I would like to get a photo of the car that supposedly had my license plate number. Obviously it was misread. This is not the first time it happened. This is probably a way for them to make money. read more

This company needs invest in an engineering/logistics team. It takes far too long to get into the westbound 91 toll lanes at the 15/91 interchange. I want to say that it takes a minimum of 40 min to get into the lanes. My to mention dangerous! There are so many trying to cut the line and are causing accidents. Why am I paying 7.90 to waste time, and put my car into further risk for damage. Please do something. read more

Poor signage and no exits. I wanted to simply take a carpool lane from the 15 north to the 91, and then take the 71 north. The 15 also has express lanes that are free for carpools, no transponders, and if you want to go solo, you buy. Instead I was trapped in a fastrak lane and taken miles past the 71, in traffic, adding about 30 minutes to my commute. And to top it off I was sent a bill for not having a transponder. Good grief what a failure. read more

What a joke this thing is driving from Riverside to Anaheim this morning GPS said 26 minutes slow down decided to take the toll road from the 15 freeway. been waiting for 15 minutes now trying to get on the toll road! cost is going to be $12 but I had to wait 20 minutes to get on the fast track so I save 6 minutes and pay them $12 what a joke!!! read more

Unbelievable!! Coming back from Newport Beach using toll road on the 91 & needed to get off to take 71 hwy but they have placed cones blocking you from getting out the toll road to catch the 71 hwy. They are forcing you to pay a toll fee and making you go all the way to McKinley to get back into the 15 frwy!!! Anyone living in chino hills, chino etc... needing to catch the 71 hwy using toll roads beware. What a rip off!! Now you get off @ McKinley to go back to 91 East bound to 15 frwy to 60frwy. STAY AWAY FROM THE 91 RIP OFF FREEWAY read more

-0 stars for these damn crooks i used my map quest to get to the Verizon amphitheater just to drop of my little cousin and her friend to there very first concert. i was very excited for them so i didn't even realize for one that i was going thru the express lanes and a week later i receive my statement in the mail saying i owe them $734 which only $26 being my actual fees which is completely fine but $707 in violation fees are absolutely fucking CRAZY! you guys are fucking nuts if you think im going to pay $707 in fees read more

We have been a customer of 91 for 15+ years now and have had numerous problems with them. Starting March of this year we have been charged anywhere from 80.00 to 120.00 a month because my husband had a job site that he was going to in Lake Elsinore and now that the job is completed we won't be using those freeways that often. They say that we have to keep our account at a minimum balance of 20.00. Our account was at 20.00 on October 2 and on October 6th we had to go down to Dana Point so we used the 73 freeway and they charged my account 80.00 for one trip down to Dana Point and one trip back from Dana Point. 80.00 for one trip is highway robbery! Now my balance in my account is at 99.00. I was one dollar below the 20.00 minimum and they charged me 80.00. Wow! They have taken 99.00 of our money that is just sitting in our account. I explained to them that we won't be using the freeways as often and that taking 99.00 from our bank account is not right. I asked if they could just keep our account at the minimum and whenever we use the freeways to just charge 20.00 which would keep us just above their minimum. The lady that I spoke to on the phone this morning could care less so we will be returning our transponder and closing our account. They can return our money and get nothing now. We had another problem with them where they take our money at random times and I wasn't aware so I had no time to transfer the money to the account to cover the charges and they would charge us for violations. We are sick of them taking as much money as they want whenever they want. Good Riddance! read more

Well its been 20 years and the 73 tollroad supposed to be FREE. But its not its been refinanced over and over the money was used to fund political campaigns, media campaigns and to pay off other agencies. Orange County is on the hook for over 6 billions dollars to this agency, in other words just the 73 alone isn't scheduled to be paid off until 2050...that is 32 years more of paying tolls. And the 73 is losing money every year so in other words it will never be paid off. The 91 is up to 21 dollars a one way trip and it is still losing money because everything that is taken in is spent on any but paying down the loans. The TCA is probably one of the most fraud ridden agencies in all of CA and they are now pushing to put a road next to 5 schools and a road that will go over a high school. This agency needs to be shut down and they roads need to be open to all people not just the ones that can afford to drive them. Please help to stop the TCA. read more

I got an account to save time on my infrequent trips to Riverside/San Bernardino, I don't commute on the corridor so I don't need to use it, I can go up to the 60, 10, or 210 and it takes about the same amount of time as using the Express Lanes. With that in mind, I won't be using it any more and have cancelled my account. I received a letter in the mail dated the 29th telling me they attempted to run my credit card for account replenishment on the 28th, and it didn't go through, and I was being charged a $25 fine. Haha, the next day I received a letter in the mail dated the 30th telling me my account was deactivated. They didn't even give me time to respond before they deactivated my account. So I called and talked to a rep, she was nice enough, but failed to see the flaw in their philosophy . She kept telling me that it's in the contract, if the card doesn't go through they cancel immediately. I told her I have dozens of accounts with companies/utilities, etc. and have never had one cancel service in a day without giving the customer time to respond. She said that their practice is standard practice and all the companies she deals with respond like the 91 Express Lanes. It turns out the credit card company changed my card number months ago. I must have a dozen things on auto-pay with that card, didn't have any problems with any other company or utility at all and absolutely no one else deactivated my account and threatened to take me to collections in the space of 2 days. The rep waived the fee but I cancelled my account anyway. I've heard of people fighting with Toll Roads in Orange County for years over these kinds of abuses. I realize a lot of people need to use the Express Lanes, so I empathize with them having to just suck it up and deal with the tolling authorities. Luckily I don't need to use them, so I just cancelled. If you don't need to use them and they hose you, I'd cancel too. Haha, utility companies aren't even this bad. read more

Not a happy experience. Customer service people only tell you the idiotic bureaucratic policies. Canceled in mid-November and returned transponder. They probably received in 2-3 days but didn't process it for 30 days. Very convenient so they can charge you another $7.10 monthly service fee. The Toll Roads transponder is much better and only two dollar a month service fee and can use it on more toll roads. Also if you spend $25 a month someone told they waive the service fee. read more

Typical California charging tax payers to use roads. Not much of a convenience more of a pain. Why not use the gas tax to add lanes that everyone can use. read more

You people need to get your act together. I got a toll fine for a freeway that I've never been on nor do I even live in the same state as this said freeway! No photo of my vehicle on this freeway, then you have no proof. I'm calling your department tomorrow to straighten this out. read more

My main reason for this post is to caution everyone who takes the 91 to the toll road, make sure the car pool lane has ended before getting over, even if there is only a quarter of a mile. It is a $500 ticket, which I just went to court for today and was told that is the mandatory minimum fine. Beware! DO NOT GET OVER UNTIL THE SIGN SAYS "CARPOOL LANE ENDS" I don't want anyone else to have to pay this amount because of this error. I know what a carpool lane is, but if you go by those huge toll road signs, you're going to get burned eventually. Have always been very pleased with the service I've received, much more then Fastrak. I don't like the fact that they never post when there's an accident or major traffic on the toll and you take it for $9.50 and it saves you no time. If it's posted, at least you make the decision to take it and pay for traffic or just go on the regular freeway. read more

I just got a ticket from 91 express lanes that stated I was on my motorcycles on 11/14/14 at 6:43PM, I never ride during commute time and I haven't driven a car or bike at night for over 3 years do to I can't see at night. I think they just pick random license plates and pass out tickets. Now I have to spend the time to fight this $25.00 ticket, it might be easier just to pay it and I think that is what they want. read more

This business sucks. Charged me $25 because my credit card expired. They are already making a killing.

The half star was not available. The 91 express lanes has very questionable business practices. The replenishment amount is very random and they decide how much they want to replenish on your card. I have been with them for a while and figured out how to manage my account online to keep my monthly expense reasonable. I had a set replenishment amount that I was comfortable with and managed my account online to make sure I stayed above the threshold. With no notice, my minimum was increased by them. I was very irritated by that and just decided I had enough. When I finally decided to cancel my two transponders, it took them 3 weeks to acknowledge that they received them. how long could a priority package take to get from Chino Hills to Corona? I eventually figured out that they were stalling to confirm receipt of the transponders until the end of my billing cycle so they could charge me a minimum usage fee on my way out. how exactly are you supposed to meet your minimum in the month you cancel if I no longer have the transponders? I find the representatives very rude and unprofessional. First I am told they cannot close my account until the transponders are received, now I am being told it will not be closed until the final billing statement in December 2015. Thanks Ms D for your unprofessionalism on the phone. I guess I will just request new credit cards today because I really do not trust they guys with my credit card information. read more

Worst company ever. Charges minimum fee for not using services. $7.00 min per month is ridiculous. It used to be $2.00 for maintenance fee. Then when you cancel service they charge credit card $35 untill they received the transponder back as a deposit. If you have any money left on your account it takes 2 months to get a check in the mail for the balance. Worst!!! read more

If you have a 91 Express Lanes transponder, you'd better check your billing statement at least once a month. I have been double billed on a SEVERAL occasions. First time I noticed it, the representative told me I had to have been switching lanes while going through the transponder. That got me so irritated, because she wasn't there! I was sitting in traffic in the Fast Track (always makes me wonder why I pay for this thing, when I sit in traffic more when I'm on it, than the other lanes), and because we weren't moving, it beeped twice. Any how...bottom line...check your statements carefully! I wonder how much money they're making off of people who don't check?!!! read more

About a year ago I called Express lanes and a very nice girl combined the 2 transponders on 1 account so they could be used in different cars. At that time I had a total of $80 credit combined. I could easily maintain the account of $60.00 balance rather than each one requiring to be preloaded for $60 each. Yesterday I received an email that one transponder had a negative balance of $15.60. I called to find out what happened. I was told by a very rude unhelpful gal that I had to reload that transponder to $65.60 even though the #2 transponder had a credit of $60. She then told me that each transponder had it's own account and there was no way to combine the accounts to easy the bookkeeping. Her remedy was to close the negative account and send back that transponder. LOL~seriously? I paid $40 for that transponder and that is the way to solve the problem? I can see it is more advantageous for EXPRESS PASS to have 2 separate accounts running because you can only preload the transponder OR give them a credit card so they can DEBIT when ever and what ever amount they want. WHICH is exactly what happened. This morning I look on my ATM bank account balance and $65.60 was debited TWICE! need i say more? Be prepared to be ripped off by yet another California Road debit when deciding to get involved in this system. read more

Please send complaints about the new 91 express to ighori@scng.com. The officials who collided with The Toll Road company news to be recalled. Corona residents and this who use the 71 were not considered when the new express lanes were added. The lanes make money and do not improve traffic flow. The car pool lanes are now gone and the inability to enter the the new lanes for an 8 mile stretch has made traffic worse every day in Corona. Prior to the lane closures, and I have been driving the freeway everyday, you would have lighter traffic on Monday and Friday. Now the traffic is bad every day. Traffic is slow from Main to Green River. This is the same as before. Why? The reason is that both the 71 and traffic from Corona can't use the toll lanes unless they are coming from the East of Corona. A basic traffic study would have show that needed to allow open traffic lanes (not toll) in Corona. It is time to file a recall of the officials involved and a class action lawsuit against the Express Lanes company. read more

Horrible! You sign up - and there is no set amount or date on when they deduct the fees. Ridiculous. It was $30, then $50,now $110. I told them, I will pay for the tolls - just deduct one set amount one a certain day - like 99.99% of all my bills. They will not even notify you before you see the deduction. Who operates like that? For the rude customer service gal - she told me "just stop using the toll road". And they wonder why we don't like them. read more

Seriously, $17.85 to take the toll road on Good Friday. This isn't listed in the toll schedule. Traffic crawled almost the whole way on the toll lanes while the "free lanes" were fill speed. Everyone should receive a credit for taking this today! read more

The expansion of the 91 freeway through the city of Corona was a scam on taxpayers. I don't use express lanes and the folks in Corona gave up the HOV lane for what is now a toll lane. Traffic is now worse on the 91 for short trips from one end of town to the other (Serfas Club to Mckinley). What was 4 lanes is now only 3 lanes on the 91 while near the 15 frwy. Not only is it always stop and go but is dangerous now. Residents of Corona suffered for two years for this improvement to the 91 that is not an improvement but a money scam for the 91 express lane agency. read more

I agree--they deserve a zero. Absolutely awful customer service (and I'm really not one to complain). If you have the misfortune of needing to actually TALK to a live person, be prepared to be placed on hold for a least 30 minutes. Prepare for rudeness. Prepare for ineptness. This is BY FAR the worst organization I've dealt with in years. I won't even mention what they did to my account, but I am thrilled to be done with them. read more

The 91 express toll lanes is a complete money scam. Tax payers paid for the fwy and the county's are charging us to travel these fwy or sit in bumper to bumper traffic. Avoid the 91 and all the fees associate with it! It's A Total Disaster, Mass Confusion, Distracting Signs and Dangerous Design for the State to make money :/ IT'S A FASTRAK MONEY TRAP!!!! read more

Driver beware. The lanes are great when it's not bumper to bumper. Heaven forbid they comp those bad days. Also thier phone support service is lacking the ability to inquire without having account and pin numbers. In my case all I needed is a procedure to get my transponder fixed or replaced (does not beep). They are very quick to punish you (charge extra fees) when your transponder fails but make difficult to get it fixed. They also charge you if you have period of non use. In my case I lost my job and not traveling that way for a while. I was charged a maintenance fee for not using it. I've been a user since the opening 17 years ago. Shame on you. read more

Those complaining about the 91 Express Lanes, please just GET OUT. I never had any issues in 8 years until all of the bad drivers started moving in and jamming up the lanes everyday. Why is everyone hitting the brakes for now reason? Beyond me. The service is OK, no problem to clear up a minor credit card issue. read more

When my son's truck was stolen with the transponder in it, I called to report it to 91 Express Lanes. After being told about the $35 lost/stolen fee, I discovered that I was being charged for a transponder that I reported non-functioning over 10 months ago. The rep had sent me a new transponder, but no return envelope for the broken one. So I've been paying for 2 transponders for almost a year. The "generously" agreed to credit me back $42 of the $70 in fees that they erroneously charged me for the 10 months. And they still charged me the $35 for the lost one. This was accomplished only after holding on the phone for 45 minutes while a less than competent "Customer Service" rep tried to grasp the situation and explain it to his supervisor. If I didn't hate waiting in traffic so much, I would cancel it all together. read more

The 91 freeway project, what a waste of tax dollars, all it did was get the traffic off of city streets and put it on the freeway, in my opinion it made the free lanes worse and the tolls have been increasing every month, if riverside county was more business friendy we wouldn't have to drive to OC to work. Is there any agency that over sees the express lanes.? I'm done driving the 91 express lanes they only saved 10 minutes in the morning. read more

This is pure extortion and nothing more! We'r all being scammed! I witness the "Fastrak" lane with just as much congestion as the "free" lane at peak hours all of the time. Any of you that are buying into this bit of extortion, really aren't getting anywhere any faster and are being subject to the rules changing mid-stream. If you'r stupid enough to buy into any of this YOU are a part of the problem. In addition to all of this, the extortion here is evidenced by the fact that these so called express lanes are not even marked as such and most people don't even know they are or have been on one until the citation comes in the mail. A Big Dog And Pony Show in my opinion, and I make every effort to steer clear of them altogether! Federally funded highways like the 110 and the 10 have already been paid for so this is indeed a double tax and just more taxation without representation and I will have NO part of it. If our government needs more money that badly they should do a better job with whats given them in the first place and stop going after people like some ghost in the night! read more