91 Express Lanes

Wish I could give ZERO stars. This company charges waaaaaay too much. Traveling in the 110 fastrak. $ 11.75 for a few miles stretch!!! Crazy pricing system. There way more I’m being charged for but toooo many to list. Do yourself a favor and go to another company like I am. We have 4 cars with transponders for my company I own. We’re taking Rehab Building Company’s business else where. Cya 91 express. Scammers.

Crooks! Should be shut down by the Feds for abusive business practices. Besides the fact you have to wait 30+ minutes to ever talk to somebody on the phone, if your card doesn’t go through whenever they decide they want to charge your card, you are hit with a NSF fee!
This is the ONLY company I’ve ever heard of that does this. No notice saying «Hey, your card was declined. Please update it». They just charge you fee after fee after fee. Our card on file was cancelled due to fraud. The very next morning, the 91 Express lanes charged us and it didn’t go through. They hit us with a NSF fee! I didn’t even have a replacement card yet! How can I even update it!
It blows my mind it is legal for them to do what they do. I guess people hate traffic so much that garbage companies like 91 Express Lanes can get away with this crap.
HEY 91 EXPRESS LANES, YOU MAY HAVE GROWING PROFITS DUE TO INCREASE USE OF THE LANES, BUT ONE DAY YOU WILL ALL ROT IN HELL. Or at least I hope you guys do. You should all be ashamed of what you do for a living.
/​End-​Rant

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!!!

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.

The prices are out of this world high and it is only a 12 mile stretch and it is backup everyday and they don’t give discounts when traffic is so heavy and you’re sitting on a two-​lane highway and it’s backed up probably for 9 miles and 12 mile stretch their prices are too high

Customer service is a two star!
1. Rather explaining how there service works They made me feel stupid… hence, that’s why I Called in the first place.
2. I’m sure your tired of siting in your chair doing your job, however, rose tried to explain the process after asking if I read the services online. Obviously I did but I didn’t fully understand. Why do I get connected to someone who doesn’t want to waste there time explaining services? they shouldn’t have the job in the first place.
3. While Explaining the process she lets me know that the price on the toll gets deducted from the account. #noshit I’m obviously calling about how to organize my account to not go to negative on an average of what I have to pay to prevent it .
4. Explaining to her About an estimated price I need to pay monthly, she continues to tell me There’s no way we can tell … I then say I use it 5 times a week of the month. She begins to tell me that’s something I need to figure out myself. (I’m thinking is this customer service or some lazy ass who doesn’t want to help someone who spends there lunch trying to gather information for someone who also has a job hence me
5. System is terrible for people who spend money to commute daily. For new customers you would think there would be some slack but nope still violated me after still trying to understand how it worked .
6.Not to mention there’s traffic in the toll half the time
Being apart of a SEO marketing firm… I’m a social media rep. for a living. This Unilocal page needs some serious help. Maybe would be a good idea for this account to have someone respond to these negative reviews if they cared about how they brand there business.

91 «Express» Lanes
Traffic has been getting worse and it’s a frustrating guessing game. It’s like gambling, it gets addicting and at the end you ask yourself «WHY! :(«.

False charges and terrible customer service. AVOID AVOID AVOID!

Horrible customer service. There employees act like they don’t wanna be there, they’re NOT helpful what so ever and extremely rude ! AVOID!!!

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.

Terrible. First, they kept losing my transponder on its way to me. Lost 2 of them before I had to go into their offices and get one. The reps on the phone are rude. They can never replenish my account. And the websites never let me log in. I don’t know how any one gets anything paid or fixed, I really don’t.

Congestion for the express lanes has piled up rapidly within the last year. It is to the point where using the service is a roll of the dice if you are going to save time, but what is guaranteed is that you will be charged. They have oversold the transponders and don’t care. They should start a waiting list since the prices are near criminal as it is.
The barriers are also poorly maintained, the symptom of this is jumpers from regular lanes into the fastrack after the toll line, this presents a very dangerous situation.
This is also the only organization that I’ve used that will bill you an extra fee instead of a courtesy reminder when your credit card expires.
These lanes caused an artificial traffic problem due to a no compete clause. It has since been removed, I fear the new construction is too little too late and the expanded express lanes to come with it will cause the same problem in the near future.

Sent me a ticket for express lane violation. I no longer have car (s) in California and was not anywhere near the area during the time of the violation. I shipped my vehicles 4 years out of Cali prior to the supposed violation. If they got a license plate, they should as least verify it matches the vehicle. This company really looks like a scam based on other reviews. This company should be investigated.

your websites are bad.
every time when I try to log in last 4 year
never, not even one time it go threw with id and password.
never working.
every time I had to reset my password again.
why is so hard to log in.
try to change payment information or this time update for security question and change my address.
this time, account number also doesn’t accept
never working and telephone can’t go threw either. it say everybody so busy and
automatically hangup.
I just give up.
so badddddddddd system.

I don’t know how to give somebody a zero in stars. I have had a transponder since the day they opens the fast track. The way they operate their business and manage their business is completely offensive.
When you work with an organization that is supposed to serve the general public, there needs to be a certain level of professionalism and courtesy. This organization possesses neither of those attributes.
For example when you get a notice that your credit card has expired, or you had a credit card stolen and it has to be replaced, emails are sent that say we deactivated your account if you use the tollroads you’re going to be fined. They should have zero ability to fine anyone. As far as I know they are not a government organization nor are they affiliated with a government organization and finding people is something that is done through civil action.
This organization should be restructured from the top down or shut down. The roads in this country belong to the American people not to some private industry that raises the fee based on utilization and activity. #shutthemdown91fastrak

I had to travel to chino california for work late at night and actually could not exit the highway, since every. single. exit to the city was blocked off by government and construction vehicles with nothing visibly going on. I drove for about 15 minutes before I could find an anything that would let me get of the high way. I tried to get off at the first exit I could find which happened to be a not clearly marked toll road. Which did not let me exit the high way either. Now I have a run of $ 62 extorting me another 40 if I don’t pay within 7 days of getting this ‘ticket’.
I believe since every exit to chino was blocked off along with no way to get off the highway and the way it happened, government vehicles appear to be filtering traffic through toll roads and fining them a lot of money. That’s exactly what happened to me. I’m a law abiding citizen and this is abuse. Problems like this are what are motivating me to move out of the state.
Along with there is no clear way to dispute this with the toll roads. They know exactly what they are doing and it’s criminal.
Location claimed was Windy Ridge S Lane 12, I request that you see why all the exits leading up to this location for miles were closed down and why there was not a why to exit off the toll which was not clearly marked as a toll road. I was fined for toll evasion which is crazy since it was about the only way to go.

I’m not normally one to write reviews on customer service, however the 91 express lane service has to the be worst I’ve ever encountered. the man on the phone told me if i was unhappy with the service i could easily turn in my transponder to their office and stop using their service. I was only calling to find out about what i had gotten myself into with the 91 Express Lanes. There website is not clear about the replenishment process so i gave them a call (took them about 35 minutes to answer). I was being very polite when he told me that comment i was very upset.
I find it ridiculous that i have to pay up to $ 10 sometimes just to go faster on this freeway. I hope the 91 expansion eases the congestion on this freeway and DOESN’T RAISE PRICES ON EXPRESS LANES.

They suck… end of story.

Online account access is a joke. The security is convoluted but not sophisticated enough to work properly. Tip: If you want to have the security of a financial institution, then invest in the systems like they do, otherwise keep it simple. Everyone has a facebook, google account, and online banking, in comparison the site usability stinks.
Non-​Telephone customer service is always dicey. When I call they are always helpful but other methods are silly. Especially because online account access is so difficult, I can’t provide my account number, transponder ID etc when contacting them via email. Can’t employees look-​up my account by Name, Email, Phone Number, Address I provided? (especially when corresponding with me on the email account on file?)

*UPDATE*
Fastrak never responded to my defense of their accusation, other than scare-​tactic letters saying that if I didn’t pay they would effectively hold my vehicle’s registration hostage with the DMV. WITHOUT DUE PROCESS I might point out. But apparently they caved in the face of overwhelming evidence that they were full of $%@ because registering my vehicle went ahead as scheduled. Without any further communication from FasTrak.
You know, with all the trial lawyers looking to make a buck with class action suits why doesn’t someone go after the deep pockets of Fastrak and do the community some good in the process? They clearly get away with their tactics only because no one has legally called them to task yet.
*original review*
Fastrak sent me a ticket for using their lane when it was CLEARLY marked «HOV or Fastrak». I had 3 people in my car. I was in compliance of CA law and the lane’s entrance sign. Fighting the ticket *scam* now…