Horrible customer service. I recently purchased new transponders because apparently you don't reap the benefits of the free carpool lanes during certain hours without the transponder even though I was told by customer service representative years ago that the sticker transponder would work for the toll roads. Any hoo I purchased new transponders for this reason. In the shipping process the shipper totally damaged the package. I contacted toll roads customer service and was on phone with them for a good amount of time until I had to be transferred to another person because apparently I have to pay to ship the damaged transponders back to them in order to get new ones or a refund. So I just canceled my account after many years of service. Customer service did nothing to resolve the bad experience on their behalf. Horrible business. read more

The Toll Roads - Damaged package with damaged transponders - Transportation Near Me - Irvine, California

I received a notice yesterday and called immediately the next morning to pay a $13 fee, that increased to over $112 over night. In addition, to find out that there was another fee added for a total over $250! I received only one bill! I also explained that I've always been on my employers Toll account, but apparently that recently changed. I requested supervisor. Then I was told they would discount it down to $44 IF I OPENED AN ACCOUNT & put my credit card on file. If I DIDN'T open an account, the charge would be over $70!! That is extorsion!! I explained that a discount is a discount BUT they force you to open an account?!!! How does a discount go up? Unbelievable! I did so, that I actually received the discount. I called back 2 minutes later and closed the account! Only to be informed that it takes 30 days to close the account and remove my card information. Not taking the Toll roads any more! Thoroughly disappointed ! read more

Charged a toll by Bay Area Fastrak, stating that it came from The Toll Roads location. The Toll Roads has confirmed that there is no violation, and therefore no image, but they refuse to communicate with Bay Area to correct the error. Impossible for my vehicle to have been within 100 miles of the reported toll. read more

They charged me $36.7 for driving a few miles on I-10 East, saying I violated a sign that said "closed to all", which didn't exist. There was no sign like that on the day I drove on it; they can't prove it, zero evidence that there was that sign, and they refused to reverse the charge. Not the best thing to do -- to charge your customer for something you can't prove. read more

Pathetic phone service and personal Can't get answers in a sane time frame A tragic example of a bureaucracy run amok State needs to take action. read more

The Customer Service and overall level of organization is HORRENDOUS. I was told that I could bring cash (a requirement for the transaction) up to 5pm. I arrived at 4 and was told by the agent "I'm sorry - I'm leaving now and no one else here can take cash". This on top of their ridiculous procedures for account management warrant a zero score - but it's not an option. read more

"Help" is closed weekends. Login function not working. Seems like many of us would call this part of the site on weekends.

Billed incorrectly due to an equipment limitation. I'm in San Diego and the toll roads here are free if you carpool, no transponder needed. I signed up with Fastrak and I drive with my child in the back and they billed me anyway. When I called to dispute they told me that there was no way to fix this and that even though the charges were incorrect they would not reverse them. I need a special transponder where I push a button to tell them how may people are in the car. Prior to having an account, I was able to carpool for years without any tolls or violations. I won't be using Fastrak or recommending to anyone. Straight up criminals. Class action lawsuit anyone? read more

Awful service , just looks like stealing , they block the account and then steal more for fines

So they strong armed me into setting up an account and giving them my credit card after they gave me a ridiculous fine amount for not paying a toll a couple days late. Now that they have my card, I noticed they are charging me for toll use I never used. For instance, I haven't driven my car since the end of 2023, but on January 2nd 2024, somehow I got charged for a toll road use? Wtf. 26 minute call wait to speak to a representative... Do better read more

worst customer service available rude and feels like speaking to credit collectors toll roads phone read more

The worst. Don't try to contact them via phone. You will get an out of Service voicemail. Aint that the truth. My daughter is on a payment plan She has made timely payments. Online still reflecting as unpaid. I called months ago and was told the were manually correcting. Who's in charge of this ****. Of course exorbitant beyond crazy toll fees. Class action lawsuit. Such a Scam! read more

~*Update* If you have been wrongfully charged for a toll, email publiccomments@thetollroads.com. I sent an email explaining my situation about being charged for a toll that I've never been near and received a call from the Director of Customer Service about 1 week later. I was refunded for the invalid toll. Providing public comments to their meetings seems to be the only way to get these people to listen.~ This company is crooked. I have FasTrak transponders on all of my vehicles, and they are all linked to my account. I recently moved to Las Vegas from NorCal and have not been in SoCal for several years, yet I received a toll charge for one of my FasTrak transponders in Irvine, CA on SR261 on Dec. 21, 2021. I emailed customer service and they are saying that "yes, it is a valid charge". Clearly it's NOT a valid charge because none of my vehicles have been in SoCal. My vehicles have NOT left Las Vegas for almost 2 months! I know I'm not the only person that this has happened to. Just think of how much money they are pocketing by charging invalid tolls to thousands of people. This company should be shut down! This is not the first problem I've had with them! ### Everyone that has been hit with invalid tolls, please file a report for fraud with the FTC through the website: ReportFraud.ftc.gov read more

The Toll Roads - Customer Service arguing that the toll charge is valid even though my vehicles were over 250 miles away at the time. - Transportation Near Me - Irvine, California

I got charge for over $400 on my Prepaid account due to an up grade the replenishment amount used without my consent. Contacted Toll Roads, got to speak with two different representative and I got two total different information for my refund. The first one, Ana, told me it will take up to 3-5 business to receive my refund with a confirmation email, I received nothing. Called back the second time and spoke with Glades, she said it take up to 30 days. I then asked to speak with supervisor, none of them want to be on the phone. Glades said that her supervisor informed her that my refund is in process and take anywhere from 7-14 business days to receive the refund. Toll Road switched customers account without their consent and charged them money regardless getting an authorized or not from the customers. Toll Road company should and needed to take a consideration to be more informative and better customer service. If my refund not receive within the time range that I got informed for 7-14 business days to get my refund back, I will contact my bank to make an dispute of the transaction and cancel Toll Road account. It's a waste of time to deal with a business that doesn't value their customers. I'm pretty sure I'm not the only person that deal with this issue and definitely not the last. read more

Beware of scammers they sent text messages to your phone don't fall for it and pay. Call the number directly don't use any link. I got helped by Jessica she is very helpful assisting me to verify my payment and made sure I didn't owe any money I have peace of mind knowing the messages I'll get for payment are scammers read more

They warn us about "scam" violation payment messages. How can we tell the scammers from the scam violation notices actually coming from the Toll Roads? I received a violation notice for driving at a time and place that was clearly absurd for me. When I spend all the time, to find out why they accused me - they said that the license "was not clear" and it was not me - or my car. It was clear enough to judge me and make the accusation!!! So they send out false violations to innocent people hoping they will pay - and the scammers send out false billings - hoping people will pay. WHAT IS THE DIFFERENCE??? read more

They charge you even if you are forced to take the toll road during construction. I could not exit the last exit before the 261 toll on Jamboree Rd because they blocked it off completely. There was no warning signs and no documentation from Caltrans or the City of Irvine that the road was ever closed...I believe they were waiting for equipment/materials to repave the road. The customer service agent could not waive the toll charge and he asked sarcastically if I was on my "lunch break" at 8:30 a.m? He said I would have to dispute the transaction. I asked to talk to his supervisor because of his unprofessional behavior but no one ever returned my call nor did he actually request a supervisor call back which was confirmed by a followup phone call by me. The Toll Roads should automatically reverse the charges because this situation affected many people. I should not have to waste my time trying to fix a problem that they could have easily prevented. I finally spoke to a supervisor several days later and she said that in situations where they close the exit temporary for large work equipment deliveries, etc. that I could dispute the transactions but they still would not reverse the charge. I think it is bad business for a company not to trust what their customers say and trivialize your concerns. I will not use the tolls in the future unless I am forced to do so like this exact situation. read more

The toll roads or orange county (thetollroads.com) have sent me a letter 3 times trying to collect $102 stating that i went through a toll in san diego....the letter has my paper plate from my car when i bought it brand new...i have had the car for a year and I havent been to san diego in more than 10 years. I bought my car nov 2024 and with in 3-4 weeks after that I threw away the paper plate because i got my new plates in the mail.....the toll roads of orange county now in their latest letter state that they has now "sent a list of all unpaid tolls and penalties to the DMV for collection with the registration of the vehicle." These people are a complete scam! they wont even send me a pic of my so called violation.....they said they could not send me a pic of my car violating the troll via text, or email...the lady said shes send me a letter in the mail and of course it never came. I contacted the DMV before when getting the first scamming letter and they told me to contact the DMV investigations unit in orange county at 714-203-3296 and the sacramento headquarters at 916-229-0167 which I will now call because im tired of these letters and harassment. I believe there is someone in the DMV who is feeding these scammers peoples information to try to scam them. I believe this because my Bday was 10/13 and my license expires this year so I had to renew. my old ID said MY NAME and I wanted to change it to my full name which is MY NAME. So on 10/13 i updated my drivers license and by 10/25 the toll roads said I had the violation which is impossible......there is no way i was there and no way they would EVER have my paper plate number unless they had someone working for them in the DMV. THESE PEOPLE ARE SCAMMERS BEWARE!!!!!!!!! DO NOT PAY THEM A CENT!!!! IF YOU HAVE ANY QUESTION CALL THE NUMBERS IN MY REVIEW OR CALL THE DMV. read more

The Toll Roads - scam mail.....now threatening me with collection with DMV registration!!!!!!!!! - Transportation Near Me - Irvine, California

Such a SCAM!!! I open up an account with the toll Roads, not that I needed it, but thought I'd start using them since I live in Big bear. Out of precaution I would call them for my initial toll road charges which were minimal. I did that for two months and everything went well. The minute I stop calling them my charges were not applied. Then they close my account as these charges were coming from another vendor, who I know nothing about as I mentioned I'm new to this and thought it was only one vendor. Nonetheless the toll road should've paid for these minimal fees. They make their money by not paying the charges and a $.45 or two dollar charge will soon there later become a charge over $100. My initial charges should've been no more than $15. That $15 to my surprise converted into a $300 fine and which arm being bounced around between the toll Roads 91 freeway which I'm still not clear how this all works out. THIS IS A TOTAL SCAM!!!! DO NOT USE THEM! read more

They charge you even if you are forced to take the toll road. i could not get over due to a truck and took the first exitI could. HENRY refused to waive the fee even though I was 15 minutes late for my appointment due to having to work my way around from taking the road. I feel the toll roads are A SCAM just to get your hard earned money, even when you are force to take them due to not being able to get out if an 'exit only' lane. read more

First of all the toll roads in South Orange County are difficult to avoid in order to stay on free roads. I found myself trapped in the right lane and had to get on the 261. Well ok I will pay the freaking toll. I go home and its $8.00 for a few miles. Crazy. I try to pay on their website and they want an extra $3.00 for using a credit card. This a private company ripoff organization. This is the reason we have public roads. I tried to avoid the credit card fee by opening an account only now there is no apparent way to pay with my account the existing charge. Now I will have to call them. Lets see if they answer the phone. HAVE NOTHING TO DO WITH THE TOLL ROADS OF ORANGE!! They are for rich people who dont mind being overcharged and scammed. I wonder if this company even cares. Look at the number of one star reviews. They deserve to be put out of business by the state. read more

Horrible to deal with, had a violation paid it with them. They never took care of it on their end and gave me a DMV hold! Huge long story with them, wasted half a day of work on the phone and went to 91 express office because I was told it can get handled easily, wasted 2 hours because Toll Roads said they emailed them a statement on how I had an account, but then a call a few hours later says that I was misinformed and they don't email. Don't drive on a scam of a road ever again! read more

I received a threatening letter in the mail that I had violated tolls; was delinquent on my "debt"; and my fees were sent to the CA DMV which would hold my car registration. They also threatened to send my "debt" to collections. This is the first time I ever received a notice that I used a toll road, much less owed fees. To my chagrin, when I looked up the violation number online, it said I had 3 violations and owed $103 per violation, for supposedly driving on the roads over 4 months ago, for a total of $310. The lady said if I paid today, she will reduce it to $103, and if I provide my credit card info and sign up for pay as you go, I can pay $58. I reluctantly agreed to provide this info. Reading these reviews, I am nervous they will fraudulently charge me for not even driving on the road. Will be monitoring my Mint account closely for fake charges. read more

The Toll Roads - Transportation Near Me - Irvine, California

On Friday 3/22/24 I was on my way home from church in San Clemente about 8:30 or 9:00. I saw no signs indicating that the first exit on the 73 (Greenfield) was closed. It is the last exit before tolls begin. Had I saw a sign I would have gone home off the 5 at Avery. But when I arrived at my normal exit to get home (Greenfield) it was closed. I had to go way out of my way to the next exit and they charged me. I paid it but the toll roads refused to reimburse me (a widow on a fixed income) because they couldn't see that the exit had been closed due to construction or whatever. The toll roads are over priced and for a small amount of money ($2.65) I don't understand how they could refuse me a refund. read more

Sounds like scam. Although I was on the toll lane that day. My license plate is registered with FastTrak. And should have been billed to my account. The text msg did not state an association with Bay Area FasTrak. read more

The worse, day light robbing. There was a major construction going on before the entrance to the road road and the exit was completely rerouted. So I missed the exit before the toll road entrance. Exit right away (less than 1/2 mile), got charged full price. Called and talked to numerous reps and they said they will have the supervisor Naomi give me a call in a day. I called back 2 days later since I did not receive any calls from Naomi. They said they are still looking into the case and Naomi will call me back in 2 days. Been over 2 weeks and still have not received any calls from Naomi read more

We use the 73 to visit family in LA about once every 5 years and always have an issue. IMO the main issue is that there is no way to pay the toll physically on the road. The way this company aggressively adds fees is a total scam. Should be illegal. They give you 5 days to pay. If your credit card doesn't go through, or if you don't have a car previously registered with them, or probably 100 other possible things, then there is a guaranteed minimum $20 fee (and likely other fees) as the snail mail letter they send will never show up in time. I have no problem paying a toll but the fees are ridiculous and the system is setup to make people pay lots of them. The only way to avoid paying ~$30 when using this road if you don't have your account setup perfectly is to spend 15-20 minutes (if your lucky) on the phone with a rep that acts like you are an idiot for having a credit card expire. We bought a used car years ago that was previously registered with the toll road. Paying the toll was a nightmare as they had already assessed the previous owner and then tried to charge both os us fees? I wish our local/state/federal government would stop colluding with companies like this who aggressively target our citizens with ridiculous processes and fees. read more

The Toll Roads - The letter telling me to respond 4 days ago or be assessed an additional $20 fee... - Transportation Near Me - Irvine, California

Don't need to say more! A system to rip people off! Can only pay online within 5 days no way to exit after wrongfully enter. Charges extra for processing your payment. I have used East Coast toll never had issues like this. They designed to get you go in incorrectly if you are not from the area and cannot pay at the exit like east coast, so they can penalize you. If I live in the area will already have the fast track transmitters. I've read a lot about wrongfully charge even if they already have an account. Entering a toll should not be like entering a carpool. It requires pay lanes to avoid the unknown factors. For a $2.08 violation yields close to 30 times the penalty after charge fees to pay. It is definitely a great design to scam! read more

I have been trying to close my account since the middle of August. Twice by phone, and twice online. As of October 8th, I am still owed the 189.00 from my account balance. They could not explain why my account was not closed the first 2 attempts. They could only tell me because I made another online attempt today, I now have to wait another 31 days. read more

The Toll Roads - Transportation Near Me - Irvine, California

Straight scam meant to steal ur money, hope trump demolishes this dumpster fire of a system just like the IRS. Charging $57 for a late fee should be criminal and like many have said even when they PAY for the toll. read more

The service that you receive from the employees at this location is simply amazing - so unexpected. They go above and beyond to help you and make sure that your records and accounts are up to date and accurate. I must make special mention of Leonardo - he remembers us, members of the public - and knocks himself out to make everything right. These kinds of employees are very rare these days. Thank you, Toll Roads team! VERY IMPORTANT: This review applies to the in-person service you receive at the Pacifica location - not on phone or online! read more

I had my compromised credit card changed so a toll was not paid! I emailed them: customerservice@thetollroads.com - asked how can I pay? How can I update my credit card info? Although their letter says pay by phone or get the app and use Apple Pay or Google wallet. I do not want to update with their people, how do I know they are not the ones that compromised my card? Most of the companies have a system to go online and pay or update your info but not "them"!! a total Ripoff!! But it is the State's fault for allowing them to do this! They need to get sued!! There are some pending lawsuits for over charging or charging other people's tolls to someone not involved with the car or the ride! For example, have proof of charges for a vehicle sold (DMV updated) and whoever had the car did a toll violation 200 miles away and they denied even providing the proof of violation but they were asking for the money!! I know for a fact they are going to get sued, in the next six months, if anyone wants to join just let me know! The only way to fix this is by a big class action lawsuit!! I know the amounts are not big, but if you are right you get the attorney's fees and the court filing fees!! read more

These people are evil. I work so hard for my money and you take it with fake laws and systems. How do you penalize me 200 dollars for two 3.71 tolls. It does not make any sense to me. When heartless people lead this is what the suffering masses get. Why can't you make a system that is easier to pay the toll. I got a toll, went to the website and its so complicated to pay. Only after I get a toll violation then it becomes easy to pay. Who are you fooling. One day your evil will hunt you, it always comes back to you and when you mourn you wonder why, do not think you are smart. I work so hard and can barely have 300 dollars in my account and you use fake laws and systems to take my hard earned money. You wicked people very wicked people. I am so tired what is the meaning of all this. read more

I have received 2 citations in one month and I am getting sick of it. First of all I live nowhere near Orange County and haven't driven that way in over 12 years. Once I call they say " it's the same license plate but different state". It's BS. They customer service representative said I will continue to get this incorrect bills because my information is the the first one that comes up whenever the other car from Kansas doesn't pay his toll. And they can't fix that. What?! I am so upset over the time it takes to clear this nonsense. read more

Who ever is approving the messages that are being displayed on the amber alert message screen on the freeway are so stupid like the recent as 2/10/24 the one that's being displayed about "fan don't let fan drive high is the stupidest message that has been displayed to date !!!! Why bother with such a stupid message why not say something like report stupid drivers report w recklessness for reward report tail gate drivers or aggressive drivers. Report people texting report people walking on the free way Use your boards to stop w recklessness and police and call people out we need safety on the freeways use the cameras to say driver in such and such car is wreck less and list license plate make and model I'm sure who ever is monitoring the cameras and the freeways see what's happening the toll system has the power to make the freeways safe by notifying police abut what's happening on the freeways system and can stop and prevent lives from being involved in injuries because of aggressive and careless drivers ??? Don't use that platform to say " Fans. Don't let fans drive high " sooo stupid there going to do it any ways you have to get the public involved and report each other for a reward that's how you create change and bring back safety to the dangerous highways..!!! read more

No one wants to pay a toll but that's just the way it is. My toddler and I took a trip to Orange County and ended up having to use a toll road- something I typically try to avoid if I'm ever in the area which is rare. I didn't see where I could pay so I did a search for websites related to tolls and no matter where I searched it said I didn't have one. I received a notice saying that I owed $6 with a $100 penalty. I called the number listed on the notice and the woman I spoke too said if I made a fast trak account they would bring it down to $16. I didn't want to be penalized for something I didn't know about so I asked to speak to someone else who could help. Mark took my call and was able to take my charge down to the original amount if I opened an account. The account is free and is beneficial for if anyone might need to pay a toll some day. So I figured, why not, let's do it. Thank you Mark for being understand about my situation and getting the fee back down to what I originally had to pay. Hopefully there are no more toll fees that need to be paid, but if there ever is I'm glad I know where and how to pay it. read more

Let me join the bunch of 1 star reviews on here. Just received a letter from The Toll Roads in the mail politely notifying me of a fine of $59.58 for using "SR113 Irvine East, Lane 2" (which I have no idea where that is even located) at 5:47 am but unfortunately, I was asleep with the "offending vehicle" garaged in Fresno at that date/time, so they clearly have the wrong car. And even better, since it is a "first time" violation, they are willing to reduce the fine to $2.08 if I will just pay it (pleading guilty to legal extortion in the process) and shut up. But clearly nobody bothered to check and verify that the vehicle in question and plate clearly do not match and now the responsibility is mine to clear the issue up with the Toll Roads at my time and expense. So my question, who the is going to reimburse me for my time when I clear this all up for $2.08, which starts at $300/hour for myself? California taxpayers? read more

Even one star is too much for them. They are a total scammers. They send me a bill on August 10 with a due date of Aug 31, 23. They charged me a $2 statement fee and when I inquired about it, they said that its because the statement should have been paid before Aug 10. I explained that I just received the statement on the 10th and they would refuse to refund the 2 dollars saying that I should have been checking my statements online prior receiving the statement. They are straight up thieves and God knows how many of these $2 they charge other people and no ones pays attention. I could care less for the money, but when a company gives you a bullshit answer without any logic behind it they deserve nothing but a shitty review. Hence the rest of one star reviews. Shame on you all! read more

Scam no remorse Just $$$ they didn't notify me or help me. Transferred to 5 different representatives on phone It's a Orange County thing I don't recommend the leadership in OC. Needs better leads to change enforcement on unknown toll roads with no u turn or exits I was charged for two tolls unknowing, unfamiliar Let me know what you guys think Should I just swerve next time as a dangerous maneuver To avoid toll or just get raped with a 5 day time line to pay and get charged with fees I'm staying away from that side of town Your a trap, fraud, scam If you would've just let me off on a warning. read more

I have a disabled vet plate which qualifies for free toll. I had my sticker that was registered to the plate and another transponder on the same account (for both my cars to use) and we went through with both the sticker and transponder and they only picked up on the transponder and not sticker so they charged us a toll. Spoke to a rep and they said there is nothing they can do. Both sticker and transponder are registered to the same person. They only scanned the thing that would charge me of course. They said they can't refund me because I already went on the toll. They are hard to work with and def shady. No where does it say you can only have one sticker/transponder on the car or telling you to make sure to just use the sticker so you don't get charged. Def negative stars read more