Complaints
Customer Complaints Summary
- 272 total complaints in the last 3 years.
- 78 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/16/2024
Type: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.
Platepass has been attempting to charge me $140 for not opting in. However, I did request this service because I'm an Uber driver and I do use the tolls quiet often. So someone at Hertz didn't complete the rental agreement properly and platepass is coming after me for it. I would like to have this resolved by adjusting the billing amount to what I actually used, which was one day and two tolls total! I have tried reaching out to platepass twice since January 20th and no contact has been received back. I would like to settle this issue.
Business Response
Date: 02/16/2024
Hello *********************,
Thank you for taking the time to contact us.
After reviewing your account I see the ******************** and fees were fully waived as of 1/26/2024. I looked back at the emails unfortunately for some reason our emails were undeliverable to you. This shows no balance due. If there is anything else I can do to assist in this matter please let me know.Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.comCustomer Answer
Date: 02/16/2024
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. I apologize for miscommunication and receiving the emails that were stated were sent. I have been checking all folders, even spam. Thanks again.
Regards,
*********************
Initial Complaint
Date:02/12/2024
Type: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 received an invoice from PlatePass for $597.77 in toll charges. I filed a BBB complaint with Hertz reference rental agreement # ********* stating that I did not rent a car during the timeframe they are claiming and I told them I could prove it as I was working. The rental period was 1- 31 July 2023 in Lawrenceville ** ( a place I have NEVER been). I did not file a police report as I felt I could clear this up due to me having solid proof I did not rent this car. Hertz refunded me the money they charged on my government travel card however Platepass was a service they use for toll charges. I have called them and told them the situation and they are not reversing the charges. They stated that I needed to send me a police report or have Hertz send them something. I do not have any documentation as the interaction between myself and Hertz was through BBB and it does not pull up. These are fraudulent charges and I am being bullied to pay even though I can provide evidence it was NOT me.Business Response
Date: 02/12/2024
Hello *******************************,
Thank you for taking the time to contact us.
I understand you have contacted us before saying this was not your rental. It looks like we did not get the info from Hertz that this was refunded and requested more information for you. As a courtesy I have waved these tolls and fees in full. But we are unable to process any refunds from Hertz. We can only see tolls. I have waived the $597.77 this will reflect in this account in 24 hours.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 02/13/2024
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:02/10/2024
Type: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 registered my EZPass transponder with my Hertz rental car's license plate on 11/7/2024. Nevertheless, on the next day (11/8/2024) I was charged a toll via Hertz/Verra Mobility, **plus** a $9.99 fee (ridiculous). I have attached correspondence with the EZPass representatives demonstrating that I did indeed register my rental car's license plate and that it was active at the time the toll was charged erroneously via Verra the next day. Additionally I attach documentation showing many other (successful) toll charges made via the EZPass transponder on the same vehicle and for the same rental period.I request a refund of the spurious toll ($2.50) and the service fee ($9.99).Business Response
Date: 02/12/2024
Hello *************************,
Thank you for taking the time to contact us regarding your credit card charge.
I understand you had your own transponder on the rental from 11/7/2024. I see a rental here form 1/7/2024-1/14/2024 and after reviewing your transponder and our account it shows this toll was not on your transponder. When you are going through tolls sometimes the transponder does not connect to the tolls booth. This happens in your personal car as well. But your personal car is attached to your account. When/If the ******************** is missed in the rental car the tolls charge goes to the car's owner.Since we are the car's owner we pay for the toll, this is why you have the toll and the fee. As a courtesy I have refunded both the toll and the fee to you.Please allow 3-5 business days for the refund of $12.49 to get back to the original form of payment.Thank you for contacting PlatePass.
SUZI B | **************** Representative **********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.comInitial Complaint
Date:02/05/2024
Type: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.
HarrasmentBusiness Response
Date: 02/06/2024
Hello *****************************,
Thank you for taking the time to contact us regarding your credit card charge.
I was unable to locate an account with the information provided. To better assist you, please provide the following information:
Name of the rental car company;
Name and address of the primary renter as it appears on the rental record;
Rental agreement number;
Or;
The first six numbers of the credit card that was charged;
The last four numbers of the credit card that was charged;
The credit card expiration date;
The credit card transaction date; and
The amount charged to the credit card.
Please reattach your original documentation to the reply
Also, please feel free to contact us at ************. We would love to help you with what ever issues are going on.
I look forward to receiving your response with these details.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:02/05/2024
Type: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 have literally been fighting a *** wirk speed zone ticket for 6 months now or more. I called in the first time to find out how I could dispute the ticket. The representative told me to send in the ticket along with a letter of dispute in which I did, months more went by and i never heard anything back then all of a sudden I get another notice in the mail this time the charge went up $25 more so I called in to your customer service **** and demanded to speak with a supervisor they told me one wasn't available but they would have one call me back, a week went by no call back , so I called in 2 more times after that and they told me the same thing again and again no supervisor was available and one would call but on the meantime not to worry because they noted every call and that I don't have to worry because I would not have to pay any additional money. Then another week or 2 goes by and I finally get a call from ******* who said she was a supervisor and to email her my dispute in which I did. Now today over a month later I get a 3rd notice in the mail and now my bill is yet again $25 more for the love of God can someone whom is in your corporate office that has authority please resolve this issue for meBusiness Response
Date: 02/06/2024
Hello *******************,
Thank you for taking the time to contact us regarding your credit card charge.
I was unable to locate an account with the information provided. I also called and left a voice mail on the phone number provided. To better assist you, please provide the following information:
Name of the rental car company;
Name and address of the primary renter as it appears on the rental record;
Rental agreement number;
Or;
The first six numbers of the credit card that was charged;
The last four numbers of the credit card that was charged;
The credit card expiration date;
The credit card transaction date; and
The amount charged to the credit card.
Please reattach your original documentation to the reply
Also please feel free to contact us at ************. We would love to help you with what ever issues are going on.
I look forward to receiving your response with these details.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email:************************************** | Website: www.platepass.comCustomer Answer
Date: 02/06/2024
**** as per our telephone conversation my complaint does not have any thing to do with a credit card charge nor does it have anything to do with a rental car it is regarding a *** work zone speed ticket and the handling of this violation from verra mobility. The notice number is d00523351. As per our conversation today you indicated you do not handle this and would forward my complaint to the proper supervisor. I would like for the proper supervisor to email Me or call me to resolve this issueBusiness Response
Date: 02/09/2024
Hello *******************,
Thank you for taking the time to contact us regarding your credit card charge.
I have emailed up the chain and got to who I believe can help you. They stated they emailed you last night. Please follow up with them to get this resolved.I hope you the best of luck *****. Have a wonderful weekend.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 02/09/2024
hello I did not receive any emails that you are referring to in this conversation threadInitial Complaint
Date:01/31/2024
Type: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 paid the tolls on my toll roads account and they want me to pay for a 100 dollar convenience fee! NO WAY! SCAM~!Business Response
Date: 01/31/2024
Hello ***************************,
Thank you for taking the time to contact us.
The tolling service is currently charged at the rate of $9.99 per day of toll usage plus the actual toll amount. The administrative fee accrued during the rental is $99.99, as there were tolls used on 10 days during the rental period. The terms of the fees are outlined in your rental agreement. As a courtesy I have taken off your full administrative fee. Now the only balance due is for the tolls that have been issued in the total of $63.92. Should more tolls be issued against this rental you will be responsible for the tolls and if there are any additional $9.99 administrative fees.
If you wish to avoid our service, there are a few alternatives to consider for future rentals.
Option one is to pay cash. Please note that there are many toll locations that do not accept cash payment.
Option two is to submit payment to the Toll Authorities directly after accessing tolls if they allow it.
Option three is to avoid toll roads.
Option four is to utilize a personal toll tag from the Toll Authority.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 02/03/2024
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:01/29/2024
Type: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.
PlatePass has now overcharged me on two separate Hertz rental car trips for tolls. The tolls should have been around $15, and I was charged $97. This is a scam, I'm sure Hertz is also complicit in this scam.Business Response
Date: 01/30/2024
Dear *************************,
Thank you for contacting us with your billing concerns.
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 $97.93. Which is $14.29 per rental agreement day.
If you had not opened the transponder box, you would have been charged $14.29 which is the price of the tolls the vehicle was on and the $9.99 per usage day administrative fee. I have as a one-time courtesy I have refunded this account in full. Please allow up to 5 business days for the refund of $97.93 to go back to the original form of payment.
In the future make sure there are no tolls on the transponder in order to be charged for individual tolls and the administration fee.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************* | Fax: **************
Email:************************************** | Website: www.platepass.comInitial Complaint
Date:01/28/2024
Type: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 with Hertz. And PlatePass is trying to charge me $223.00 for a $1.50! I have my own E-z pass tag, which I put in the window of the rental straight away. One of the tolls I drove through did not read it but read the other toll just fine. I have sent them the corresponding paperwork showing that ************** of my rental as well as proof that MY ez pass tag read the other toll fine. They declined the paperwork stating my ezpass tag doesn't have the license plate of the rental car on it- which it wouldn't have it as ezpass expressly states NOT to add rental cars (also, even if I did have the rental license plate on my tag, it wouldn't state it because the tolls READ THE **** and are still trying to make me pay $223 for a $1.50 TOLL. Please help me. This is such a scam!Business Response
Date: 01/29/2024
Hello *******************************,
Thank you for contacting us with your billing concerns.
I understand you had your own transponder in the rental. After reviewing your account,it looks like the toll on your transponder is not the same as the toll we are charging you. It also looks like our research team did not get to look at your transponders information. You would have been refunded everything but the toll that was missed. I understand the misunderstanding and as a one-time courtesy have adjusted this account to $0.00. In the future should your transponder not pick up a toll you will be responsible for any tolls that are missed during the time of your rental.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.comInitial Complaint
Date:01/28/2024
Type: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 contacted company listed in complaint asking them to stop charging me toll as I had my own transponder in the car. So far they had only refunded 1 toll charge fee. I need to have all the tolls that they charged refunded as I'm leasing this car from ***** I've attached statement of all the tolls that I got charged by the EZPass.T104394348 $25.80 T105495637 $10.25 T106564740 $7.95 T107976305 $6.50 T107745413 $29.80 T108342649 $16.00 T107977671 $60.05 T108582625 $50.75 T108576634 $26.00Business Response
Date: 01/29/2024
Hello ***************************,
Thank you for contacting us with your billing concerns.
I understand you had your own transponder in the rental. After reviewing your account,I see the ******************** do not all match up with the tolls we have charged you for.
When you are going through tolls sometimes the transponder does not connect to the toll booth. This happens in your personal car as well. But your personal car is attached to your account. When/If the ******************** are missed in the rental car the tolls charge goes to the car's owner. Since we are the car's owner we pay for the toll, this is why you have the toll and the fee. As a one time courtesy I have refunded this account in full. Please allow 5 business days for the refund of $77.75 to go back to the original form of payment.
Thank you for choosing Avis
SUZI B | **************** Representative
**********************
Phone:************ | Fax: ************
Email:****************************| Website: www.htallc.comInitial Complaint
Date:01/23/2024
Type: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.
Subject: Unwarranted PlatePass Charges for Hertz Rental ********* - Immediate Action Required To Whom It May ********* am writing to dispute unauthorized PlatePass charges totaling $67.96 and $10.74 linked to Hertz rental agreement *********. These charges are erroneous. I did not utilize PlatePass services the $9.99 daily charges to be revoked immediately.Also, Hertz had incorrectly marked the car as not returned under that contract for over a week. And so some of the daily fees and tolls do not belong to me to begin with. Please confirm with Hertz the correct days for this rental (they modified it after the fact) and only charge what Hertz has in their system as the return date. I anticipate a prompt resolution to this matter with a full reversal of the charges.Sincerely,****Business Response
Date: 01/24/2024
Hello *************,
Thank you for contacting us with your billing concerns.
I do see you were charged 2x for tolls during your rental from 12/20/2023-12/29/2023. All the tolls fall within that time frame. The reason you were charged multiples times is that the toll authority billed us at different times for tolls that incurred during your rental period. Tolls are charged once the information is reported to us from the toll authority. The information is reported to us approximately 1-4 weeks after a rental period,depending on the toll authority.
I apologize for the confusion, as a onetime courtesy I have refunded this account in full. Please allow up to 5 business days for the adjustment of $78.70 to post back to your account.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.com
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