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:12/20/2023

  Type:Billing 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.

  These guys are scammers, and have been for many years. Originally, they charged $5/rental day, now it's just a "convenience fee" when you rent a car and use a toll road. I pre-registered for my toll and they charged me anyway. Their contact us form responds with an error, no doubt designed to discourage complaints and disputes. NO IDEA how you can give them the rating you have.

  

  Business Response

  Date: 12/21/2023

  Dear *************************,
  
  Thank you for contacting us with your billing concerns for rental agreement 810318832.
  
  I have reviewed your account; I see that you are charged for your tolls and the $9.99 per calendar usage day administrative fee. The administration fee did go up to $9.99 as of November 2022. As a courtesy I have refunded the administration fee. Please allow up to 3-5 business days for the adjustment to post back to your account.
  
  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 ***************
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:12/18/2023

  Type:Delivery 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.

  On 10/16/2023 I received and invoice saying that I owe $183.60 from plate pass and if not it will become a collection!! This is for something I didnt sign up for as I had my own EZ-PASS. This company is very scamy and is stealing innocent peoples money!! Rental number is ********* From hertz

  

  Business Response

  Date: 12/18/2023

  Dear ****** Grand, 
  
  Thank you for contacting us with your billing concerns for rental agreement 529364706.
  
  I have reviewed your account, and I see that you have reached out a few times to make the payment for tolls. I apologize if there was something wrong with our website when you tired to pay for tolls. 
  
  In the future you can get in contact with your transponders company about adding your transponder on to the renta. As long as the tolls are paid for you will not be charged tolls or administrative fees from Platepass. 
  
  I have as a one-time courtesy refunded in full. Please allow 3-5 business days for the refund of $183.60 to be applied back to your account.
   
  Thank you for contacting PlatePass.
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  
  

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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 was billed $139.95 for using platepass despite never having the situation discussed me. This is clearly an abusive business practice designed to defraud consumers. Any reasonable person would assume tolls would simply be billed back at face value plus perhaps a marginal processing fee. To be charged $139.95 on a $200 vehicle rental is absurd and this point is clearly evidenced by the 1/5 rating this fraudulent business has on BBB.

  

  Business Response

  Date: 12/05/2023

  Dear *******************,
  
  Thank you for contacting us with your billing concerns for rental agreement 659573913.
  
  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 $139.95.
  
  I have as a one-time courtesy refunded in full. In any future rental if you do not wish to be opt-in to the all-inclusive tolling program please insure to not have any tolls on the transponder. As long as tolls are not on the transponder you will be charged for the tolls plus a $9.99 per calendar usage day administrative fee. Please allow 3-5 business days for the refund of $139.95 to be applied back to your account.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:12/02/2023

  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 received a charge from this company on 12/2/2023 in the amount of $279.90 for some "all-inclusive fee". I never received prior notice about said fee. Their terms state that I denied this fee when I rented a car but then used the service. However, I never was asked whether or not I needed this and therefore I did not decline. Even if the car placed declined on my behalf, I was not notified that a charge this massive would ensure. Additionally, I've rented from Hertz many times and have used Platepass Ez-passes before, but was never charged this insane fee. It is predatory to charge someone this insane amount for tolls that only cost $11. I should have been properly notified and warned that this charges could occur during the time of my rental. I need to be refunded and charged only for the toll charges I accrued during the time of my rental.

  

  Business Response

  Date: 12/04/2023

  Dear ******** *****, 
  
  Thank you for contacting us with your billing concerns for rental agreement *********.
  
  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® All–Inclusive Rate has been charged in the amount of $279.90.
  
  I have as a one-time courtesy refunded in full. In any future rental if you do not wish to be opt-in to the all-inclusive tolling program please insure to not have any tolls on the transponder. As long as tolls are not on the transponder you will be charged for the tolls plus a $9.99 per calendar usage day administrative fee. Please allow 3-5 business days for the refund of $279.90 to be applied back to your account.
   
  Thank you for contacting PlatePass®.
   
  SUZI B | Customer Service Representative
  PlatePass® 
  Phone: (877) 411-4300 | Fax: (602) 391-2049
  Email: [email protected] | Website: www.platepass.com
  
  

  Customer Answer

  Date: 12/04/2023

  
  
  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:12/01/2023

  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.

  There is a scam going on with rental car companies tracking all there rental cars unknown to drivers and telling them they have a violation from the **************** they use this name as a scare tactics to give the impression they are a government agency. You get a bill or notice from the rental company that they gave your name to them to bill you for some violation plus the rental company charges a handling additional fee. Its a racket.. I rented a car from Enterprise at MSY and as a police officer the address location on the violation is bogus. This company and Enterprise figured a way to get more money out of each rental car customer by using a scare tactic from a company in *******. I will have updates on this practice with local news outlets investigative reporter with TV6, WWL-TV, This device in the vehicles tracks your location, speed, time and distance with calculates how fast you are going its a fleet management system but its being used in an unfair practice against it rental customers. They are slamming credit cards.

  

  Business Response

  Date: 12/04/2023

  Dear ***********************************,
  
  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:
  
  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
  
  I look forward to receiving your response with these details.
  
  Thank you for contacting Enterprise Rent A Car Tolls.
  
  SUZI B | **************** Representative
  **********************
  Phone:************ | Fax: ************
  Email:*********************************************| Website: www.htallc.com

• Initial Complaint

  Date:11/18/2023

  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.

  I rented a vehicle from September ****, 2023, with Hertz. I attempted to use my **Z Pass during that period. Unfortunately, the transponder failed. It is likely that was a weak battery. They had to send me a replacement. The tolls never posted. Nearly two weeks later, it was posted on Plate Pass instead at the full price with a $9/99 per day administration fee. it took another week for two more tolls to post. It is likely that Tolls By Mail notified Hertz and forwarded it to Plate Pass. I was charged a total of $29.97 for September 8,9, and 10. They gave me a 50%, $14.98 refund. Plate Pass state that if there is no toll activity on your toll tag statement, but the license plate was registered, then we will remove the convenience fees. The toll charges would be considered valid. I sent them the toll activity from Plate Pass with the date, time, and location of each toll. I sent them **ZPass ********** policy that states, do not add rental car information to your **ZPass account. However, you can use your **ZPass Tag in any vehicle of the same class. Therefore, I could not register the plate with **ZPass. Every time I emailed Plate Pass, I was given an excuse that they needed more information. It takes up to 5 days to respond. First, they wanted toll information with **********, and location. I already sent that. Next, they wanted the **ZPass statement. If no recent tolls posted, how can there be a statement? I sent the most recent post, which was from last year when the transponder worked. It sounds like an excuse not to refund the remaining $14.99. I sent Plate Pass everything they needed to refund the full administration fees. It is not my fault that cannot register the plate with **ZPass ********. That is their policy not mine, I do not expect them to refund the difference from the **ZPass discount. My rental agreement number is *********. Plate Pass stop responding to my email. Thank you,***********************

  

  Business Response

  Date: 11/20/2023

  Dear ***********************,
  
  Thank you for contacting us with your billing concerns for rental agreement 571338784.
  
  After looking into your account, I see that you have emailed ** in regard to your tolling stamen. Per the agreement if tolls are missed on your transponder, you will be charged the highest rate the tolls are charged and a $9.99 per usage day administrative fee. I apologize this was not explained verbally to you at the counter. As a one-time courtesy I have refunded your account in full.  Please allow up to 3-5 business days for the adjustment of $31.07 to post back to your account. In the future if your transponder does not pick up the tolls you will be responsible tolls and administrative fees.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:11/14/2023

  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.

  To Whom It May ******* at the Better Business Bureau,I am writing to file a formal complaint against Hertz's toll service provider, PlatePass, for what I believe to be unjustified and excessive charges applied to my car rental.Details of the Incident:Rental Date: February 11 Rental Agreement Number: K3993971667 (Hertz)Total Disputed Amount: $44.20 (Toll Charges: $24.22; Convenience Fee: $19.98)The issue revolves around an amount of $24.22 charged for toll fees and a separate $19.98 as a convenience fee during my rental period with Hertz. Despite my efforts to understand the basis of these charges through communication with Hertz and PlatePass, the responses received have not been satisfactory nor have they clarified the reasons for such high fees.I am specifically contesting these charges for the following reasons:Lack of Transparency: There has been no clear breakdown or explanation provided for the toll charges.Excessive Convenience Fee: The convenience fee of $19.98 seems disproportionately high and has not been justified adequately in terms of the service provided.I have attempted to resolve this issue directly with Hertz and PlatePass but have not received a satisfactory response or resolution. As a result, I am seeking the intervention of the BBB to aid in resolving this matter.I request a full refund of the disputed amount of $44.20, along with a detailed explanation of these charges for my records.I have attached relevant documentation (including communication with Hertz and PlatePass, rental agreement, etc.) to support my claim.Thank you for your assistance in this matter. I look forward to a resolution and hope that this complaint will also serve to improve transparency and fairness in Hertz's and PlatePasss billing practices for future customers.Sincerely,***********************

  

  Business Response

  Date: 11/15/2023

  Dear ***********************, 
  
  Thank you for contacting us with your billing concerns for rental agreement 146976631.
   
  I have reviewed your account, and I see that tolls were taken during the time of this rental. Per the rental agreement number renter is responsible for all tolls and $9.99 per calendar usage day. I looked in our system for an email from you to apologize for the delay after reviewing it looks like the only message we have received from you was one from 11/14/2023. I apologize you feel we did not get back to you in a timely manner. I saw the receipt you uploaded, in the future when you rent and want to see your individual tolls, towards the bottom of the email sent to you it says need itemized receipt? Then there is a button that says www.platepass.com, That is where you log in with your last name and rental agreement number to see your tolls. As a one-time courtesy I have refunded your tolls and administrative fees please allow 3-5 business days for the account to be refunded $44.20. 
   
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************* | Fax: **************
  Email:************************************** | Website: www.platepass.com
  
  

  Customer Answer

  Date: 11/15/2023

  
  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:11/05/2023

  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 invoiced $1,349.10 for all inclusive Plate Pass membership at $14.99 for each day of my 125 day rental, despite declining the membership at the rental counter. I declined unlimited PlatePass membership at the counter for this rental and I affixed my own personal transponder. However it appears, the Hertz transponder was billed for some tolls, despite the cage being closed. This vehicle was rented for a total of 125 days and based on the itemized receipt, tolls were only incurred on the PlatePass transponder for 17 out of the 125 days. I am willing to pay the daily fee, but only for the days where tolls were incurred on the transponder. It is unfair and dishonest to automatically enroll me in the membership a daily rate of $14.99 for the full 125 days as I made sure the PlatePass transponder cage was closed and my personal transponder was mounted. In my ********************) and surrounding states (**) there are no cash tolls options and thus each time I approach a cashless toll camera, I have to entrust that the closed cage Hertz provides will shield it's PlatePass transponder from being read, and only read my personal transponder, which obviously was not. Please modify the amount owed for the daily rate but only for the 17 days ($254.83) the PlatePass transponder was billed and I will pay it. Its obvious the closed cage is not enough protect the transponder from being billed. I also do not have the ability to remove the PlatePass transponder and closed cage as it is fixed to the windshield. Hertz and PlatePass should follow other rental car agencies and NOT mount transponders/cages in the vehicles with drivers who have declined PlatePass coverage as its obvious cages cannot ensure the transponder will not be read/billed. Cages should be completely removable from the windshield and placed in the glove compartment so that only the customer's personal transponder can be read for this to not happen to future customers. I look forward to your response. Thank you

  

  Business Response

  Date: 11/06/2023

  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 $1349.10. Which is $14.99 per rental agreement day.
  
  If you had not opened the transponder box, you would have been charged $298.66 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 24 hours for your account to reflect a zero balance.
  
  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.com

  
  

  Customer Answer

  Date: 11/06/2023

  
  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:10/24/2023

  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.

  At no point in the rental booking process was I provided an option for a "PlatePass All-Inclusive tolling option" as you suggest that I "declined" (I even went through the entire booking process just now to see if I missed anything...spoiler alert, I did not), nor in any of my confirmations did it state that there would be a charge for the plate pass every day if it was used even once during the entire rental. It is ridiculous to charge over $500 (nearly half of what the rental itself was) for a single $1 toll, even more so given the fact that you did not disclose it to me at all before, during, or after the booking was made. That would be like me stating that I am charging you a $500 fee for the privilege of allowing you to email me directly as you declined the option to call me. I have copied the media, BBB, and other relevant organizations and will be challenging this absurd fee. Shame on you. This is literally highway robbery.

  

  Business Response

  Date: 10/25/2023

  Dear ***********************************, 
   
  Thank you for taking the time to contact us concerning rental agreement 575301576.
   
  I apologize for any frustration this situation may have caused. 
   
  After reviewing your account, I see you emailed in regard to the all-inclusive toll package. When it says you declined the toll package it means you did not ask at the counter to pay for the all-inclusive rate, But in the rental the transponder box was open when going on a toll road. Once a toll is read by the toll box you will automatically be opted into the all-inclusive toll package. For this rental it is $25.99 per rental agreement day. I see an email has been sent to you offering to opt you out so that you are charged for your individual tolls plus the $9.99 per usage day administrative fee. The new total is $12.15. As a one-time courtesy I have adjusted this account in full. Please allow up to 3-5 business days for the adjustment of $519.80 to post back to your account. 
   
  Thank you for contacting PlatePass.
   
  ************ | Supervisor
  PlatePass 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

• Initial Complaint

  Date:10/09/2023

  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 rented a car from Thrifty Car Rental from 9/23/23 to 10/2/23. I picked the car up at the designated pickup time and returned it approximately two hours before the designated return time. Appropriate charges for the rental and for adding one additional driver to the agreement were made to my credit card at the time of return. That should have been the end of it.Days later, on 10/6/23, I was alerted by my credit card company that an entity named 'THRIFTY TOLL' attempted to charge $90.97 to my account, which was denied pending my confirmation. I contacted the credit card company and confirmed that it was a fraudulent charge and should not be processed. That credit card was disabled, and I will be receiving a replacement in the next few days.On 10/9/23 I received an email from 'PlatePass.com' alleging that I used the rental car on a toll road during the time it was in my possession, and that the $90.97 charge was made as result. THAT IS A FRADULENT CLAIM. The car I rented was NEVER taken on ANY toll road at ANY TIME during MY possession of it.After doing some research I found that PlatePass.com is operated by Verra Mobility, thus I am filing a formal complaint here. These are the details of the rental agreement, copied from that email:Rental Agreement: ********* Last Name: ******* Rental Start Date: 09/23/2023 Pickup Location: ******* ********************* Rental End Date: 10/02/2023 Return Location: ******* ********************* Due Date: 10/21/2023 Amount Due: $90.97 Invoice: ********* I will not pay that fraudulent charge. What I am seeking is a formal and final cancellation of it.Thank you!

  

  Business Response

  Date: 10/10/2023

  Hello  ***************************, 
  
  Thank you for taking the time to contact us concerning rental agreement 579666614.
  
  I apologize for any frustration this situation may have caused.
  
  I understand that you were not on any toll roads and have sent this account to my research department to see what could have happened that these tolls were charged to you. I have started the adjustment process of $90.97. In 24 hours the account will updated in our system.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 10/13/2023

  
  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,
  
  *****************************