I was pleasantly surprised that there was a local office that I can visit in person instead of having to deal with trying to call on the phone. Second, they stay open until 6pm which is really convenient. All three women working were effective and friendly. It's located at the El Monte bus station. Parking was easy and the building was labeled Metro Express Lanes so I knew exactly where to go. I was relieved that I was able to resolve my issues. I feel so grateful. read more

Metro Express Lanes - Public Transportation Near Me - El Monte, California

I showed up to bring the paperwork from the dmv and the release forms since I have been receiving ticket violations for a car that I sold a year ago, I showed up with my baby carting her in my arms and had the paperwork that the customer service agents asked me to take so show proof first of all the citations where to the name of my husband and to start off Tina the worker who "assisted me" Said that I needed my husband to be there to drop off the paperwork and I informed her how I was married to him and showed her my DL with my name and address and told her that he works during the same hours that they operate and that he can't miss work on top of me driving from West Hollywood to this location it's about an hour. Then she said that I needed to be an authorized person to do anything and I informed her that I have had this problem before over the phone whenever I called customer service and that he had already added me and I asked her to call the manager so she called Valerie and she repeated the same thing that I needed to be an authorized person and that I needed to call metro customer service. I got on the phone and called metro customer service and put the phone on speaker so that they could both hear that I was in fact authorized to call or do changes and now Valerie said that I she needed to speak to my husband and at this point I am pretty upset they are not being helpful they keep giving me excuses and my baby is fuzzy and crying I have been here for about 20 mins already they spoke to my husband and then proceeded to tell me that I had to fax over the information or mail it!!!! Are you kidding me they made me go thru all this hoops to no even resolve my issue, worst customer service ever you guys need to make sure to hire friendly, helpful and welcoming people not this kind of workers sooo disappointed. I have never had a problem with workers at the customer service call center but the ones in the office are a joke read more

Recently a family member came here to reactivate his FasTrak account, given that his balance went negative as he forgot to update his card billing information, and other than helping him fix the issue, they deactivated his old transponder & gave him a new one that is made with new battery-free technology. When asked if he can re-activate his old transponder, it was not possible. Because of this, he doesn't know if his transponder works properly, especially when driving on another agency that accepts FasTrak, given that they are awfully slow in handing LA Metro toll charges. Metro needs to go back into issuing old transponders that beep, as they indicate that they work! read more

After reading all the negative reviews, I entered with low expectations, but everything was handled quick smooth & easy. I needed one more transponder (new car), and their website's been down for several days, so I visited their office. You get buzzed in, which is nice given the transients outside. The lady was cheerful, quick to understand what I wanted, checked my ID, then gave me a new transponder. We're all too quick to complain about things, so I wanted to post this 5 star because they deserved it. read more

Website and News stated that 3 or more people are considered carpool and are free at all hours. However they kept charging me - even when I contested and did an Administrative review. They sent multiple invoices - I sent in the blurb from their own website that stated that carpool with 3 or more occupants is free to use at all times. They still charged me. I spoke with DMV, Caltrans, and Sheriff's Office and they told me the same thing - should not be charged. Spoke with customer service and they that only applies if you have an account with them but nowhere did it say that in their website when I checked and sent them screenshots of the website. Ridiculous. Money hungry and do not follow their own website site rules. read more

Metro Express Lanes - Nowhere does it say that you need a transponder - Public Transportation Near Me - El Monte, California

FastTrack system has changed over the years - it used to be a great way to pay for a reduced toll to get across the 10 and 110 freeways. Now after 5 years with them, they started charge a monthly statement fee, increased toll charges, installed occupancy detection systems, and no longer gives a free ride for driving an EV or PHEV or CNG car. Recently, they notified me that they want to physically see the Clean Air Vehicle form from DMV along with my registration in order to qualify for a 30% discount in toll charges. So to add insult (no more free single occupant) to injury (now 30% off) they wanted to physically see my paperwork. I could not just scan or take a photo and email it in. So I had to drive in to their customer service location in El Monte. Waited about 10 minutes for representative and the forms took a few minutes. Over time, the Express lanes have become a money making greedy business. At least I can travel by myself in the carpool lane with my CAV sticker on my Honda Clarity and I'm fine with that... read more

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This review is TBD I came to return my transponder and cancel my account. Service was pretty quick and informative. Didn't really have any complaints. But I am still waiting for my reimbursement. Once I get that back I'll bump a star for following through. read more

Metro Express Lanes - Clock entrance - Public Transportation Near Me - El Monte, California

Fastrak Policy Is Too Restrictive As To Device Use SITREP I have a FasTrak device that I first obtained for work purposes when using the Metro ExpressLanes while working in L.A., but that I also use for travel over bridges around the Bay Area in Northern California. THE SETUP I keep my FasTrak device in my laptop case since I travel a lot all over the State of California and it's very helpful to have when I have to utilize rental cars from different agencies, mainly Enterprise (for work) and Budget (for personal trips). The rental cars DO have FasTraks mounted to their windshields which a renter can use, but for quite a substantial activation fee (anywhere between $10 and $20 per day in addition to the first *triggering* use. MY ISSUE The recent notice from Metro ExpressLanes indicates now a NEW policy which states that "The California Vehicle Code requires all vehicles using the ExpressLanes to have a FasTrak® transponder properly mounted on the windshield. Please be aware that simply having the FasTrak on your dashboard or in your vehicle and not in one of the locations provided with your FasTrak transponder may result in a citation from the California Highway Patrol." The upshot of this new policy is that one has no choice but to slide open and use the rental car FasTrak at a charge of $10 a day minimum, and not only that, but even if you use the rental agency's FasTrak on only one day of your rental, you will get charged $10 each day of that rental, even if you didn't use FasTrak on any other day. TOO RESTRICTIVE I'll take my issue up with the rental car agencies at another time, but for now I think it is improper for Metro ExpressLanes to basically not allow us to use our own FasTrak device with rentals at the risk of citation. I've never had a problem before putting it on the dash whether on the ExpressLanes in L.A., or using it to cross the bridges in the Bay Area. THE LOWDOWN An unfortunate & limiting policy that has the unintended consequences of causing serious inconvenience to patrons who already have a FasTrak. read more

Metro Express Lanes - Not a fan of the new Fastrak transponder restriction policy. - Public Transportation Near Me - El Monte, California

Did you know that your transponder that allows you use in the 110 express lanes or on the 10 have batteries that are not changeable? I didn't think about it until mine stopped beeping when I changed it from 1-2-3 passengers. I tried to pry it open but it would not budge. I went on line and found it has to be replaced and swapped out. You can make arrangements to mail it, or visit one of two offices. This one in El Monte or one in Gardena. The office here is near entrance to the Metro El Monte station. Simple counter. Two people working. Took my license and dead transponder and within two minutes walked out with a new one and was able to add a second car. Great service. Mine lasted about 5 years. Who knew?!? read more

Metro Express Lanes - Next to Foothill Transit hub - Public Transportation Near Me - El Monte, California

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I guess I will just pile on. What a joke! They sent me the transponder free but now that I am moving out of CA I have to send back in my dime costing me $5 plus envelope to get my $40 back. They just don't care. Suck it MEL G read more

I spent 30 minutes on the phone with these folks and still don't understand how I paid $75 for the three transponders and now I only have $40 credit. While I tried to ask for details, I got yelled at over the phone. What the heck! Instead of making the system easy for consumers, they are overcomplicating it. read more

Hey everyone! Metro Expreas Faskrak station really poor communication and told him, I am deaf and he stubborn speaking and then ignored what he said it then asked lady working for Foothill station, she really friendly and wrote what he saying! They needs practices with deaf people for write what he saying and hard to understanding what he saying because he using mask! Time for Metro as headquarter needs to practice with staff for this! Going to report to BBB Thanks again! read more

Terrible place. I came in with an issue with a transponder. The guy threw them both in a pile and said "they're not linked to anything"....if they weren't linked to anything...how is this transponder in my possession. Didn't take time to explain anything to me. I know you guys deal with a bunch of crap, but don't let that desensitize you. Terrible service. read more

Pedro and Manny are the extremely patient and helpful. I'd go here for any of my cell appliances or needs. These guys are awesome! Thanks y'all. read more

Rude, abusive, and possibly fraudulent. If you're moving, don't bother changing addresses with them, only do it with the DMV. Otherwise they will continue to send mail to your old address and late fees will go up by 1000%. They admit it's confusing and they know their reviews here and with the Better Business Bureau are terrible, but they don't care. They just want your money. Honestly, a level of customer service that I didn't think you could get away with anymore. So terrible. They should be ashamed of themselves. When they lose their class action they'll get what they deserve. read more

I drove in lanes one time with family in car. Got the extortion letter for the toll. Had to buy a transponder to get the discount. Didn't know they bill $1 per month to lease the transponder. Just got another extortion letter for $46 for .50 cent toll Do not use these extortion roads. read more

I spoke to a lovely woman named Yolanda today and said my troubles of editing my fast-pass info on metro express lanes.net website was because of a need that the back office needs to send me a fax verification that I am driving a clean air vehicle. This she says after she took info that I drive a Tesla, with the California DMV DECAL serial number & decal color. I was dumbfounded too - to think that Tesla's MAKES ONLY CLEAN air vehicleS and California DMV ALREADY VERIFIED And gave me a decal to use single occupancy HOV HERES YOUR SIGN read more

Brett was. Big help .i hardened transponder he got free he very friendly ..Not many helpfull people be at killed it read more

This company and its management are SCUM. Mean-spirited, oppressive, greedy scum. My transponder beeps when I drive under a sensor, but it wasn't registering to the sensor and I have 4 months of unknowing charges when I always had a 2 or more people carpool, which should have been free . After they automatically "replenished" $40 from my Visa on file, I call to find out why and I am told the above, and also told they can only delete the charges for the last 30 days pursuant to the "Terms and conditions". How would I know the "beep" meant nothing? Pretty disgusted here. Of course there it's no supervisor available I need to wait for a call back. We all know how that goes. I hate Metro Express Lanes. Must be really sucky to work there. read more

Customer service is ASS! No help and rude! And the customer service hot line is ASS! No need to say more?? Besides Bullshit! Btw! There needs to be a box for one who is Divorce and unemployed for those who need a freaking break on the low income fast trac assistance ! Unfortunately the service rep found my comment amusing and laughed. Yes it is a ridiculous comment on my part. The rep says to me that one needs to a get a job then prove the low income at the new job and then can qualify for the low income assistance, but til that happens you need to drive in general population... awww ok thanks rep! Suck it is what it said to the rep! read more

I would like to meet the person in charge, only to sustain my opinion that this organization is run by and imbecile. For several months I have received notices that I owe late charges. My account is up to date with a valid CC. On one occasion I received 6 transponders for no reason. I was compelled to go to the El Monte office to return them and straighten out the numerous "violations" I had with them. This company is a JOKE!. I prefer to take side streets! What a SCAM!!!! read more

I went ahead and paid 120 dollars for a transponder that was stolen and I went ahead and drove to el monte and turned in my transponder and asked to inactivate my account. However I'm still getting emails that my account is unpaid. Why am I not surprised. Idiots. read more

Brett, who claims he is the supervisor, took my device and wouldn't issue me a new one AFTER I explicitly told him I had fraud on my account and needed my issue resolved. I was told to come to this location to solve my issue and now I am left with no device and my issue unresolved. STAY AWAY FROM METRO EXPRESS LANES!!! read more

Absolutely Terrible. These people are scammers! I got a fast pass in 2020 and was charged $25 almost every month but then I was being charged $50! because apparently I was using it more. That was BS so I then canceled the service and got a refund of only $66 when it was supposed to be $72! I also got two toll violations when I had the fast pass active back in July 2020. I spoke to customer service and was told that they would waive them. Now a few months later, I get them in the mail again, saying I have not paid them off! DO NOT DO BUSINESS WITH THIS COMPANY PERIOD! read more

My credit card was hacked - perhaps by its system - which lead to an account closure. I waited 1/2 hour to return the transponder and pay for it too. I requested my credit card number and email address to be updated. 50 days later, it sent a letter advising the refund of the $25 transponder charge, which appears to have been credited to the obsolete credit card. Calling today yields a 29 minute wait throughout the day. This is the only Fast Track that charges a monthly fee. I recommend 91 Expressways or Toll Roads. They all work throughout So Cal. This organization makes the local Govt office look efficient. I haven't experienced worse service in quite a while. Not good is an understatement. read more

Con artists. Customer service is horrifying. I accidentally got in their lane without knowing and immediately got out. I have made 10 attempts to speak to someone both through email and their phone line without success. They bully you into buying a transponder, paying a fee (and adding a late fee when you can't reach them) or having your license put on hold. Absolute worst! Hoping someone starts a class action against them, this is not right. read more

I just called the company to reactivating my transponder I spoke with apparently a supervisor by the name of Laura with her ID number 590-4741 and she said that I'm behind because of the dollar fee that they charge every month and that I have to pay and the last notice that I received it was in 2020 this is 2022 and apparently if I wanna reactivate I have to pay like about 40 $60 plus of the fees that are in charging this is a scam company and apparently the city or the county or even the governor from California is allowing this third-party common group of hard-working people from their money it's unbelievable that we live in a city that everybody uses the commute and we still have to pay something that we don't even use not everybody uses the toll-free the toll road and they don't tell you they don't send you a letter or email and all they want us to accumulate as much money as they want is anyone in the government or city taking A look take at what's going on are you guys going to do something about it this is the most disgusting company is doing wrong to good citizens hard working people, if there's a class action law suit please post it here so many more people joint read more

This toll company is practically a SCAM! They charge you $42 to close the account when I haven't lived in California for 2 years. When I asked what the $42 is for, the representative said it's to replenish the account. Hello!! Why do I need to replenish the account if I'm already out of Cali and closing the acct ?!! The rep on the phone refused to close the account without receiving payment and stated everything was suppose to be in the contract. Metro lane is the only toll company in the United States that charge a $1 fee to maintain your account even if u r not actively using their service. And charge you extra fees on top of that to "replenish" the account upon closing. They have a F- rating on Consumer Credit Bureau and have multiple pending class action lawsuits regarding this matter. The rep I spoke with over the phone was "Victoria". She was extremely rude and unprofessional. She hung up the phone before I finished addressing the issue. read more