Complaints
Customer Complaints Summary
- 272 total complaints in the last 3 years.
- 78 complaints closed in the last 12 months.
If you've experienced an issue
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:01/17/2024
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 pre-paid for a toll pass on December 23rd at the counter (copy of the receipt attached); however, since the return of the vehicle, I have been charged an additional charge for the said toll within the rental agreement period. Attempts to reach Dollar Rental Car have been futile as their telephone number is going unanswered, and attempts to reach out via email have bounced back.
Business Response
Date: 01/18/2024
Dear ***************************,
Thank you for contacting us with your billing concerns.
I understand that you believe you purchased ************* tolling option. Unfortunately,when I look at the receipt you provided it does not show that you purchased ************* tolling package. As a onetime courtesy I have waived the tolls and administrative fees. In the future, please make sure you add ************* tolls at the counter. Please allow 3-5 business days for the refund of $50.28 to go back to your account.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 01/18/2024
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:01/16/2024
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.
I have lived in ****** for 20 years. I rented this car while mine was being repaired. The tolls I used were at best $80 for the duration of having the Hertz rental car. I drive this same route daily and my toll bill for a month has never been more than $80 not anywhere near $522.84 this service is trying to extort me for. And a service fee of $229.77 is insane! I am willing to settle for a significant amount less if that is unacceptable they can take me to collections.Business Response
Date: 01/17/2024
Dear ***************************,
Thank you for contacting us with your billing concerns.
I understand that when you use your own transponder your tolls are $80.00 a month. When you are in a rental car you are charged the cash rate the tolls. This shows there was 213 tolls during the time of this rental totaling $522.84. When you rent with Hertz you are charged $9.99 per usage day. This rental is charged $229.77 which is for 23 days this rental was on a toll road.
If you wish to avoid our service, there are a few alternatives to consider for **************.
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 ***************
As a onetime courtesy I have waived the tolls and fees for this rental.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 01/18/2024
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:01/15/2024
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 from Hertz in ********* - Contract number 97/7393432; rental from December 28 2023 to January 4 ****. Upon a return I was charged 500 euros for a damage that was a pin size dent and it was in the place that was already marked with damage when I picked up the car. I have attached a picture of the damage, an excerpt of Hertz damage definition and a report showing that the damage was already there when I picked up the car. I disputed the charges at the rental place. I also called Hertz twice to dispute it without a resolution.I want 500 euros reversed on my credit card. Thank you for your help. Vehicle bodywork Scratch/Scrape over 20mm in length and over 1mm wide with paint surface penetration. Dent over 20mm diameter or paint surface penetration or multiple dents. Bumper scratch/scrape over 20mm in diameter with paint surface penetration. This is exclusive of rear bumper damage caused by the removal of items from boot/trunk. Lower front bumper scuffing or scrapes above the first 50mm of the lower front bumper or above the lower front bumper first crease line.Business Response
Date: 01/16/2024
Dear *************************,
Thank you for contacting us with your billing concerns.
Unfortunately, we are not able to assist you. We are not Hertz we are PlatePass. Our company does tolls and violations for Hertz in ***************** and some of ******. You will have to get in contact with Hertz in ********* to get this researched. I apologize we are unable to assist you.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.comInitial Complaint
Date:01/14/2024
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.
My rental agreement stated that there was a per day charge of about $16 plus toll. I only used it for one day. I was instead incorrectly charged $74.95 on Jan 14 ****. Please refund the difference. Rental Agreement: *********Business Response
Date: 01/16/2024
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 $74.95.
I have opted your account out of the ********************** All-****************** which will save you some money. By opting out, you would then be billed for each toll fee plus a $9.99 administrative fee. The new rate is be $10.89, which is a savings of $64.06. Please note, now that you have been opted out of this service, you will not be able to opt back in. This means if there are additional tolls reported, you will be billed the toll and a $9.99 administrative fee.Please allow up to 3-5 business days for the adjustment to post back to your account.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 01/16/2024
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.
Regards,
*************************
Initial Complaint
Date:01/12/2024
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.
on Dec. 22, I was emailed a receipt from PlatePass saying my card was charged for tolls from my recent Hertz rental. I registered the rental car's license plate on my personal EZ pass transponder and was charged for tolls on my personal account. I tried to reach out to their contact us form on 1/12 and the contact form submission site is downBusiness Response
Date: 01/12/2024
Dear *****************************,
Thank you for contacting us and allowing me to rectify this matter for you.
Usually if you had your own transponder the rental and are charged, we simply need to verify the tolls are on your transponder and we can refund anything that has been duplicated include the admin fees.
As a courtesy I have refunded this account in full. Please allow 3-5 business days for the $17.47 to get back the original form of payment.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.comInitial Complaint
Date:01/11/2024
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.
A toll charge dated July and Aug 2023 was sent to me as a fine in Jan 24.I tried to pay the fine and the website says no fineBusiness Response
Date: 01/14/2024
Dear ***********************,
Thank you for contacting us.
This is not for a violation, this is a charge for tolls and administrative fees. We do not have any images to show you for the tolls that were taken. These are tolls that were taken during your rental you had from 7/30/2023-8/1/2023.
Thank you for contacting PlatePass.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:01/04/2024
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.
Full refund as charges werent accumilated on my part.Business Response
Date: 01/23/2024
Dear *********************,
I show your account was fully adjusted on 1/8/2024. The refund should have been reflected in your account within 5 business days.
If you have any additional questions, feel free to contact us.
Thank you for contacting Enterprise Rent A Car Tolls.
************ | ****************** Specialist
**********************
Phone:************ | Fax: ************
Email: *******************************|Website: www.htallc.comCustomer Answer
Date: 01/23/2024
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:01/02/2024
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 been charged even though i did not incur tolls nor open the PlatePass box during rentalBusiness Response
Date: 01/04/2024
Dear ***************************,
Thank you for contacting us and allowing me to rectify this matter for you.
After reviewing your account, I am showing you were automatically opted into the Platepass all-inclusive program once the transponder in the vehicle was activated. I apologize that the information regarding the Platepass program was not disclosed to you at the counter and would like to take this opportunity to provide a loyal customer with the best resolution we can give you. I'm going to make a full adjustment of $129.95 to your account as of today which you should see this reflected onto your invoice within 3-5 business days.
I understand you said you were not in the area of the tolls. This account was put into review, Unfortunately the account had not been completed when I processed the refund.
If you have any additional questions, feel free to contact us at the below number or E-mail and well be more than happy to assist you with any of your inquiries.Thank you for contacting PlatePass.
SUZI B | Lead Customer Service
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:12/28/2023
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.
On 10/13/2023 I rented a vehicle from HERTZ Rental Agreement # ********* and returned it on 10/21/2023. Being 72yrs I have rented many cars from all rental car companies so when I received an excessive toll bill for my rental by a Company Ive never signed an agreement with or was told I would have to pay a fee to, I was more than shocked $167.94 for something that the *********** CHARGES aprox. $38. This in my opinion is a scam that a lot of people put up with. I unfortunately live a set income and this is a gross injustice to anyone not just a senior. If at least I was warned, told or explained that this is the way they do things now when you rent a car, I would definitely have walked. Never did I agree to pay this all inclusive charge of $ *****. Per day, Let them take me to court and see what the judge does. This company should be ashamed of what theyre doing and Hertz should know better than to hire such crooks. I hope enough people complain so this practice of overcharging car renters ends.Business Response
Date: 01/02/2024
Dear ***************************,
Thank you for taking the time to contact us regarding the invoice you received. I want to apologize that the tolling service was not explained to you.As a gesture of goodwill, I opted you out of the PlatePassAll-Inclusive program and remove the administrative fees. Your account now only has a balance for the tolls, $99.97. Please allow up 5 business days for the account to update to the new balance of $99.97.
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: *******
Rental agreement number: 590193166
Return date of 10/21/2023
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
If 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.
You may also make a payment by calling us.please call us at ************** between the hours of 9:00 am and 5:30 pm EST Mon-Fri. Please have your rental agreement number ready (590193166).Thank you for contacting PlatePass.
************ | ****************** Specialist
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:12/27/2023
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 a bill from platepass with a convenience fee of $409! I attempted to use their online form found through the link in the bill that was emailed to contact the company however it only results in an error code. I would like a representative from the business to address and amend this issue promptly so that I we can settle the account. Thank you.Business Response
Date: 01/02/2024
Dear *************************,
Thank you for taking the time to contact us regarding the invoice you received.
During your rental from 9/29/2023 to 11/30/2023,the ************** reported 134 toll charges to the license plate of the rental vehicle. You are being charged for the tolls as well as a convenience fee for a total of $712.08. The convenience fee is charged $9.99 per day that tolls are used during the rental. There were tolls used on 44 days and brings the convenience fee total to $439.56. The terms of the fees are outlined in your rental agreement.
As a gesture of goodwill, I have removed the full convenience fee as a one-time courtesy in the amount of 439.56.
I show a payment of $71.56 was applied on 11/12/2023, which now leave a balance of $200.93 after the convenience fees adjustment.
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: ********
Rental agreement number: H27887090
Return date of 11/30/2023
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
If 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.You may also make a payment by calling us. please call us at ************** between the hours of 9:00 am and 5:30 pm EST Mon-Fri. Please have your rental agreement number ready (H27887090).
Thank you for contacting PlatePass.
************ | ****************** Specialist
**********************
Phone: ************** | Fax: *************
Email: ************************************** |Website: www.platepass.comCustomer Answer
Date: 01/04/2024
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,
*************************
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