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:07/12/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 rented a car from Hertz in *************** (12JUNE2025 - 17JUNE2025). I have my own EZ Pass transponder so declined the Plate Pass Coverage. During the rental I incurred multiple toll charges on my personal EZ Pass (See attached document from EZ Pass). I was shocked on 30JUNE to receive an Invoice from Plate Pass for a single toll charge and then the $9.99 convenience fee added on to it. I immediately called Plate Pass when I received their invoice and was told how to get my money back. In response to the email sent to me I sent a copy of my personal EZ Pass statement, circling the exact toll that Plate Pass charged me for, clearly showing that Plate Pass was attempting to commit financial fraud and steal from **** was told the situation would be taken care of. I then called the following week and was told they still had 5 business days to respond so I needed to call back once those days had elapsed. Since then I have made 2 additional calls and have been given the run around about a supervisor and expediting the process. This is clearly fraud being committed and I have to hand it to Plate Pass, you clearly profit by running out the clock and people likely just give up on trying to get their money back since it is such an exhausting process. I have spent nearly an hour on phone calls / wait times / downloading invoices / etc. when the very first document I presented showed that I had paid for a charge Plate Pass was attempting to steal from a consumer. A trained monkey could decipher that you committed fraud and attempted to charge someone for a service they did not use.

  

  Business Response

  Date: 07/14/2025

  Dear **** ***********,
  
  Thank you for contacting us with your billing concerns.
  
  I understand you have emailed us a copy of your personal toll tag statement and I do show that your account was adjusted in full as of 07/11/2025. Our time frame for reviewing documentation is 5 business days from when we receive it in order of which the disputes come in. Due to an increase in volume, we have had a few set backs but are working to ensure this does not occur again. I show $13.25 was adjusted and will post back to your card on or around 07/18/2025.
  
  If you have any further questions, feel free to respond.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 07/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***********
  
   
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 now reached out to plate pass multiple times to have my account reviewed after getting charged $69.13 for tolls from rental agreement #********* while I was in *****, **. I called again after 3-5 business days with no response and it was escalated so I would hear back within 24 hours and now still have not heard from them. I was enrolled in the unlimited toll all inclusive toll program for $13.99/day for the length of the rental which means I should not have been charged by plate pass for the tolls I went through. Hertz has it on their end that I was in the program and I want my money back. They have no problem taking your money but will take forever to get it back when it was taken illegitimately. I want to be reached out to **** about refunding me the $69.13 that I should have been charged since I was in the toll program paid for through hertz.

  

  Business Response

  Date: 07/11/2025

  Hello ****** ***********,

  I sincerely apologize for any frustration this may have caused. Our team is behind and we are working hard to answers all inquiries. I completely understand your concerns and have adjusted your account in full for this inconvenience in the amount of $69.13. Please allow up to 5 business days for the adjustment to post back to your account.
  
  If you have any additional questions, feel free to reach out.

  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  

  Customer Answer

  Date: 07/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ***********
  
   
  

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Absolute scam. I had to rent a car with Enterprise because of an insurance claim. At **********, they told me as long as I use my own EZ Pass I can opt out of their toll system. That's exactly what I did, and had my transponder in the car. Every trip I made to and out of any toll ways were recorded on my EZ pass bill. A few days later, I receive a separate bill from Verra. 1. I already paid EVERYTHING through EZ Pass. 2. Completely inaccurate time and location of the bills. I know for a fact that EZ Pass sends you a toll violation bill with pictures with the exact time and date your vehicle crossed somewhere if you DON'T pay through a transponder, and Verra has been dodging my request of these documents. This in itself is extremely fraudulent - I need an itemized list of what I'm spending on, with proof that can so easily be obtained. Now their bill was not even accurate, which was why I had requested this proof in the first place. They demanded I was crossing the toll lane at times that I wasn't there. They demanded I send them proof I was elsewhere at exactly the time that their bill states I was being tolled. They demanded that I was at a place and time I never was, and that my EZ pass toll did not match up to their records thus could not be rebated. Why would they match up, when only one of them is correct and the other is a complete scam? I don't livestream my life, so no I don't have proof that I wasn't sleep walking and crossing the *** at 1 am. I was at home, at work, or in bed sleeping, and they're claiming that I was crossing the **** They started talking as if they were "doing me a favor" by waiving the "service fee". Their bill doesn't even include the other times I was actually on the bridge, which already speaks to their inaccuracy of the bill and the faulty system that they have. You can't just harass people to pay for something they never used, and expect them to pay up once they get tired of the back and forth.

  

  Business Response

  Date: 07/10/2025

  Hello Hye **** ***,

  I sincerely apologize for any inconvenience this may have caused. We rely on the tolling authority to report accurate toll information on behalf of our renters. I understand you not being in the area of the tolls reported and as we value you as a customer, I have adjusted the account in full $115.99. It will reflect back to your card within 5 business days. 

  Again, I apologize for any frustration this may have caused. Please reach out if you have any additional questions. 

  Thank you for contacting Enterprise Rent A Car Tolls.
  
  ******* *. | Lead Customer Care Specialist
  **********************
  Phone: ************ | Fax: ************
  Email: ************************************************ Website: ******************
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 had a pay by plate account setup with Bay Area FasTrack, and while I rented a car with Hertz my tolls were covered. However PlatePass who handles toll payments with rental companies (including Hertz) additionally charged me the tolls and processing fees for tolls I already paid for. Calling them took hours, I sent emails that did not get responses, and they were not helpful in resolving this issue.

  

  Business Response

  Date: 07/08/2025

  Hello ****** ******,

  I apologize for any inconvenience, however we cannot control if a renters toll account works properly. When you drove through the toll locations the ************** stated no payment registered from the vehicle and Hertz was billed as the registered owner. As we are aware this issue occurs often and is at no fault of the renters we will always assist by refunding all administrative fees and duplicated tolls if any as a courtesy once documentation has been submitted and reviewed. Please reach out to your personal toll tag company for further assistance on how to properly use your device in a rental. 

  I apologize for any frustration this may have caused. I have adjusted the account in full of $58.47 and it will reflect within 5 business days to your account. If you have any additional questions, feel free to respond to this email.
  

  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  

  Customer Answer

  Date: 07/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was charged $13.99 for a toll in either ********** or ******** (the name on the invoice just says "******", which comes up as a possibility in both states), but I never passed into either of those states during the time I had the rental car from Hertz. On the date that the toll was charged, May 17th, the rental car never left the parking lot where it sat in ***********, ** as I was participating in a college reunion event all day. I have timestamped and location-enabled photos showing I was in *********** (specifically on ******************'s campus) shortly before and shortly after the time the toll was charged at 10:38am. There wouldn't have been enough time to get to where they said it was at 10:38am. I filed a report with PlatePass, including all of those details and the aforementioned photos, and was told I would receive a response within 1-2 business days. It has now been multiple weeks and I haven't heard anything from them. $13.99 isn't a huge amount of money but that doesn't change the fact that I was fraudulently charged for something that absolutely did not happen. This whole situation has left a bad taste in my mouth and makes me want to avoid Hertz and any company that uses PlatePass in the future

  

  Business Response

  Date: 06/24/2025

  Hello ********* ******,

  I apologize for any inconvenience. Im issuing you a full adjustment of $13.99. Please allow up to 5 business days for it to post back to your account.

  If you have any additional questions, feel free to reach out.

  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  

  Customer Answer

  Date: 06/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Rented vehicle from ******** a Car ***** in April. I brought my own EZ Pass transponder as the only tolls I would have all vacation were just outside the airport in both directions. On 5/19/25, more than 2 weeks after returning the vehicle, I received a paper invoice for $***** (6.26 for tolls missed and $90 for service fees). The due date of this invoice was 5/18/25 with an issue date of 5/8/25. I immediately replied to the website on file asking for clarification and waited. At 5am on 5/20/25 I received notification from my cc company that my card had been charged for this *****. Having not heard back from the company I contacted expedia and the rental car company to no avail. On 6/2/25 I received a reply (10 business days instead of the 5 days they listed) requesting documentation that my transponder was hit. I immediately provided said documentation and again waited the 5 business days listed. At this point 15 business days have passed and I have sent 2 follow *** and received nothing but the auto reply saying they received my emails. I am looking to have this resolved as I have spent far to much time following up on their process. I am looking for the $90.00 service fees to be refunded per the companies own protocols.

  

  Business Response

  Date: 06/24/2025

  Hello **** *******,

  Thank you for contacting us with your billing concerns.
  
  I understand your concern with the pricing for the PlatePass All-Inclusive tolling service.The PlatePass All-Inclusive tolling service was not added to your rental, so you are being charged for the tolls as well as a an administrative fee for a total of $96.36. The administrative is charged at $15 per toll up to a maximum of $90 per rental period. The terms of the fees are outlined in your rental agreement.

  Im issuing you a full adjustment of $96.36. Please allow up to 5 business days for it to post back to your account.
   
  If you have any additional questions, feel free to respond to this email.
  

  Thank you for choosing Fox.
  
  ******* *. | Lead Customer Care Specialist
  ********************** Service Center
  Phone: ************** | Fax: ************** 
  Email: ************************************** | Website: ******************************
  

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 filing this complaint to report an unjustified charge and a collection threat made by PlatePass (on behalf of Hertz) for a toll service I never used or authorized.This was my first rental with Hertz, chosen due to the convenience of the *****, ** location. At the time of rental, I clearly declined the PlatePass All-Inclusive tolling option.Throughout the rental period (May 2328, 2025), I used my personal E-ZPass transponder, which was properly mounted and fully functional. I have the transaction history showing that all tolls were charged and paid through my personal E-ZPass account ending in 4945. Additionally, I never drove through *********, nor incurred congestion pricing tollsmy travel was strictly on E-ZPass toll roads in ********** and ***************I later received a bill from PlatePass claiming I activated their toll device, despite the fact that: The PlatePass box inside the rental vehicle was completely empty and open (confirmed in person). I had my own E-ZPass transponder in use. A Hertz representative at *********, ** office confirmed on June 2 that these boxes come empty unless the customer opts in, and advised me to file a dispute with PlatePass directly.Instead of correcting the error, PlatePass escalated the situation by sending a demand for payment of $129.95 (invoice *********) and warning that they may refer me to collections if I dont pay. This is extremely unprofessional and unjustified, as there is clear evidence I never used their toll system. They are attempting to bill me for a service I neither used nor authorized.This experience has caused unnecessary stress, wasted time, and feels like a predatory billing practice. I respectfully request that: *This charge be permanently removed from my record.* PlatePass and Hertz issue confirmation that I owe nothing further.* No attempt be made to send this case to collections. Im willing to cooperate further if needed. But this issue must be resolved immediately and fairly.

  

  Business Response

  Date: 06/11/2025

  Hello ***** Saltos ******,
  
  We have reviewed your closed rental receipt and we have found that the PlatePass ********************* was not charged with the rental. I have reviewed your account, and I see that the PlatePass All-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $129.95.
  
  If we were to opt you out, it would increase your bill to $267.86. We value you as a renter, we will remove the disputed fees of $********* further action is required. I apologize for any inconvenience. 
  
  If you have any additional questions, feel free to respond to this email.

  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  

  Customer Answer

  Date: 06/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thanks for your time and help!
  
  Regards,
  
  **** Gabriel ************************

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 rented a car and although I made every effort to pay each toll with cash, some did not have a cash lane and so I ended up with unpaid tolls. ATS sent me a bill (which is a convenient way to handle it) and I paid the bill. The problem is that I began receiving text messages from what seems to be scammers trying to get me to pay the same bill. They are very specific and I have never gotten a message like this before. The timing leads me to believe that ATS database is compromised and that my data was leaked to scammers. If *** does not have appropriate security on their customers data, this is leaving it open to be hacked and ATS is not even aware of the hack. Im sure many people have fallen for the text scams and it is actually ATS that is responsible for protecting this data and preventing it from going to scammers.

  

  Business Response

  Date: 06/03/2025

  Dear ********* ******,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account and I show that notice ************* has been paid and is settled. I apologize for the text messages. This has been an ongoing issue and the *** are well aware of the situation. Our systems are secured and safe. It appears to be an issue even when drivers are not renting or in the location of the supposed tolls.
  
  We never send out text messages and the toll authority will not either. All tolls will be sent from us via e-mail or by ****. The toll authority will mail out letters via **** if you are in a personal vehicle. You may disregard the text messages received and you can report them at ***********. Be sure to include the phone number where the text originated and the website listed in the message.
  
  If you have any further questions, feel free to respond.
  
  Thank you for choosing Budget.
  
  ****** *. | Lead Customer Care Specialist
  Budget Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  Email: ********************************* | Website: ************************

• Initial Complaint

  Date:05/10/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 getting repeated emails stating to Pay my Platepass fee before a certain date but every time I try to pay using their links they never resolve or I am unable to make payments because the links just don't work. There is no way to actually call the business and pay over the phone so it seems like I am stuck in a cycle here where I get a bill but they make it so I cannot pay it.

  

  Business Response

  Date: 05/12/2025

  Dear ***** *******,
  
  Thank you for contacting us to make a payment.
  
  The easiest option to make payment would be to pay online. I can provide all the necessary information to log in and make the payment on our website. 
  
  Website: ***********************************
  In the middle of the page, you will see Print Your Receipt or Pay Now. Select Click here.
  Select your rental agency
  Log in using Search by Agreement
  Renters last name: BRAYDEN
  Rental agreement number: 580822126
  Return date of 01/19/2025 
  Complete Captcha (Im not a robot)
  Press Search
  Select the Pay Now option in the center of the screen to be directed to US bank for payment  
  oIf the pay now button is not responding, you likely have a pop-up blocker tuned on that is blocking the payment screen from opening. Check your internet browser settings to turn this off.
  oIf you are using Safari you will need to right click your mouse or use the CTRL/click function on the pay now button to open a new tab for US bank.
  Complete required fields to process your payment.
  oIf your billing address is not located in the ** or ******, you will select Is Address Overseas.
  
  You may also make a payment by calling us. please call us at ************** between the hours of 9:00 am and 5:00 pm EST Mon-Fri. Please have your rental agreement number ready (580822126).
  
  If you have any further questions, feel free to respond.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Customer Service Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 very disgusted with the vehicle warranty that I purchased from Hertz Car Sales. I purchased my car in 2022 in ******* ***** at the **** Texas dealership. There was a problem with my vehicle in 2023 and I try to get the issue fixed and the warranty was no good though I purchase the bumper to bumper warranty. I have tried to go more than one time to the ****** dealer and they said that my warranty didnt cover what I needed to cover. Recently my dashboard display light now is reading Malfunction. I requested over a year ago a refund of the $1800 that I paid for my warranty that was no good. The letter fell on deaf ears. You will find a copy of the letter sent to one of the executives in September 2023. Needless to say my vehicle now is out of warranty range. My money was never sent back to me nor was my letter ever replied to. I have a car that is malfunctioning. I paid over $1800 for this warranty and the salesman tried to charge me $2500 for the same warranty. This price gouging has got to stop for these worthless warranties. I do not want to die in this malfunctioning car. The lights dont work at night now. I have a warranty that I am paying interest on.Thank you Mrs. ***** ********

  

  Business Response

  Date: 04/18/2025

  Dear ***** ********,
  
  Thank you for contacting us.
  
  I have reviewed the information that you provided, as well as your account details. As a business partner, we process tolls incurred during Hertz rentals. Since your inquiry is regarding your rental experience, I would advise you to contact the rental agency directly in regard to your request. They may be reached by:
  
  Phone: ************
  Email: ***********************************************************************
  
  I apologize that I am unable to assist further.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************