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:04/16/2025

  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.

  I am filing a complaint against Hertz Rent-A-Car regarding a unresolved dispute involving a rental reservation at *********************************** (SFO). Below are the details of the issue:Reservation Details:Reservation Number: L1801415547 Location: Hertz, *********************************************** Date: April 1, 2025 Cancellation Attempt: April 4, 2025 Issue Description: On April 4, 2025, I personally canceled with the staff at the hertz ********************* pickup point. The agent confirmed the cancellation and assured me that my deposit would be refunded in full. However, on April 7, 2025, I discovered the reservation was not canceled. On April 8, 2025, I was charged an additional unauthorized fee of $87.24 on my credit card (American Express). Despite multiple attempts to resolve this with Hertz via phone and email, I have not received:Written confirmation of the cancellation.A reversal of the $87.24 unauthorized charge.Evidence:Copies of my reservation confirmation and payment records.Screenshots of communication with Hertz customer ************ statement showing the $87.24 charge on April 8, 2025.Requested Resolution:Immediate cancellation of the reservation with written confirmation.Reversal of the $87.24 unauthorized charge.An explanation and apology for the error.I have attempted to resolve this directly with Hertz since April 8, 2025, but have received no satisfactory response. I am now seeking the BBBs assistance to mediate this matter. Please contact me at ******************** for further information. I appreciate your support in resolving this issue promptly.

  

  Business Response

  Date: 04/17/2025

  Dear Sijia Hong,
  
  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: ******************************

• Initial Complaint

  Date:04/14/2025

  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 went to the tolls and I paid cash for both occasions. They took my money and now I am getting a letter saying i didn't pay. If you pull the video evidence or camera you will see I paid on 3/11/2025.. That's just not fair for being charged if I know I paid.

  

  Business Response

  Date: 04/16/2025

  Dear **** ****,
  
  Thank you for contacting us with your billing concerns.
  
  I understand that you paid cash for all your tolls during your rental. After reviewing the details of your inquiry, I found that you are being charged for electronic toll roads. 
  
  The ************** reported your rental vehicle driving through 4 toll facilities. These tolls do not have toll booths to pull off and pay the toll in cash. To pay for this toll, you would need your own account or transponder with the toll authority. We paid the tolls to avoid the renter receiving a toll violation. I have included a receipt of your charges that shows the locations, time, and date of the tolls accessed.  
  
  Im issuing you an adjustment of $8.82. 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.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

• Initial Complaint

  Date:04/13/2025

  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 rented a car through Hertz from March 6th 2025 until March 19th 2025 in *******, ** (I returned the car 11 pm on the 18th). I declined the platepass all-inclusive service at *****/day because I wasn't going to go through enough tolls to justify paying for even 1 day of this service. Throughout my trip, I used the cash lane only for any tolls. When I returned home, I received a charge of $149.90 for platepass. I contested this charge and they offered to charge me just $***** instead. I declined this offer because I never opened the transponder or went through any tolls that I did not pay cash for. They still have not told me when or where I supposedly used their transponder. It has been three weeks and I still do not have any answers from them. They now want me to find paper receipts from my trip to verify that I wasn't in the location of this toll at the time of the charge. Unfortunately, I still have no idea where or when any tolls would would have been charged since I never opened the transponder, and this company has yet to tell me. also, why were they so quick to offer me a $134.91 refund to opt out of the "all-inclusive" plan by paying a $9.99 "administration fee" plus the toll for each toll charged for a total of $*****? All of the tolls I went through were $1 each, so this doesn't even make sense. Hertz hasn't been any help either. I have emailed them also and they want to see the receipt where I paid cash for the tolls. I have never been offered a receipt for a toll.

  

  Business Response

  Date: 04/14/2025

  Dear ***** *******,
  
  Thank you for contacting us with your billing concerns.
  
  I understand that you are stating you never opened the transponder in the rental. This shows there were two tolls taken that are electronic tolls. All-Electronic toll locations are cashless toll roads that do not have toll booths. The toll has overhead gantries that captures the license plate or transponder as you drive through. This ensures that the driver does not need to slow down or come to a stop for payment,avoiding slowdowns and accidents.
  
  I also see that our research team has seen that the rental was driven 851 miles and to go on all the tolls it is only 140 miles. As a one time courtesy I have waived the tolls for this rental agreement.Please allow up to 30 days for the refund of $149.90.   
  
  Thank you for contacting PlatePass.
  
  Suzi  B. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

  Customer Answer

  Date: 04/14/2025

   I do not understand what the length of the toll roads nor the distance I drove has anything to do with this dispute. What is the correlation? Also, it did not take anywhere near 30 days to charge me the $149.90 so why would it take so long to process the refund?  It has been nearly a  month going back and forth already. All I would like is an apology and a full expedited refund. Why would I have paid cash for all the tolls  I went through if I was going to use your transponder even once? Nobody should be forced to pay $14.99 per day plus tolls for this service in my opinion, but especially if it was never used (or even "accidentally" used as you are claiming"
  

  

  Business Response

  Date: 04/16/2025

  Dear ***** *******,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account and show that the account was marked as Do Not Bill. You will receive a full refund in the amount of $149.90 within 5 business days. We can not expedite this as it is a credit card and that is up to the banks.
  
  I do apologize that you were not given the correct information. For future reference, Hertz can charge you for the inclusion of PlatePass All-Inclusive tolling service at the counter or if you use the transponder in the vehicle, it will automatically enroll you. In order to avoid this in the future, please be sure to keep the transponder box closed so it will charge $9.99 per toll usage day from the license plate. Another way to avoid this is to use your own personal toll tag at your own discretion as allowed by the tag provider. We recommend calling your personal toll tag provider to discuss how to utilize the device in a rental vehicle. 
  
  If you have any further questions, feel free to respond to this.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 04/19/2025

  
  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:04/10/2025

  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.

  - Rented from Thrifty via **************** 3/13-3/20, $314 prepaid.- Hit NTTA/HCTRA tolls (est. $24). Thriftys policy says I'm encouraged to pay pay direct if opting out of PlatePassI tried: - 3/22: ****/HCTRA Quick Pay said contact the rental company (screenshot attached); - 3/24: NTTA emailed tolls go to the rental company HCTRA form sent and they replied "no direct pay option on website pay feature". - 3/24: ************************** (Thriftys social media link) said not found (screenshot available); their customer service (photo available) later confirmed I must pay Thrifty weeks later.- PlatePass now bills $29.97 in fees on top of tollswhen Thriftys policy misled me into thinking I could avoid this by paying ****/HCTRA directly, which I couldnt.This is deceptive:1. Thrifty/PlatePass say pay direct, but NTTA/HCTRA block rental platesPlatePass fees ($29.97) are unavoidable, contradicting the policy.2. $29.97 for minimal toll fee processing is unreasonable. PlatePass shouldnt profit off this racket.3. My Amex was dead (replaced 3/19)Thrifty cant charge, so PlatePass invoices me weeks later, delaying my ability to settle tolls fairly while contradicting Thriftys encouragement for me to pay direct.4. I wasted hours trying to pay this directly based on Thrifty policy infor(attached). **************** almost non-existent, had to contact social media team. Slapping a fee after this is insulting and predatory.I request:- PlatePass adjust the $29.97 feecharge me tolls only .- Investigate their tie to Thriftys misleading policyrental customers cant pay direct, making fees a scam.- No collectionsI wont pay fees (own my assets, no credit need); this is principle.Evidence attached: Thrifty policy photo, HCTRA site showing inability to pay using the car info (3/22), ************ team confirming that it's impossible to pay the toll operator directly (3/22), HCTRA form confirmation. More (videos, calls, emails, Thrifty receipt) available.

  

  Business Response

  Date: 04/11/2025

  Dear ******* ********,
  
  Thank you for contacting us with your billing concerns.
  
  I apologize for any confusion for how tolls are billed. If they are not paid for before the rental is turned in the tolling authority invoice PlatePass per your contract with Thrifty you are charged for the tolls and an administrative fee of $9.99 per calendar usage day.
  
  I am unable to locate your account with your email address name or phone number. 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
  Please email ************************************** or call ************** for the quickest possible solution.
  
  I look forward to receiving your response with these details.
  
  Thank you for contacting PlatePass.
  
  Suzi  B. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

• Initial Complaint

  Date:04/10/2025

  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.

  I rented a car from Fox Car Rental (Rental Agreement # MCO-******. I rented the car from 2/11/25 through 2/19/25. After returning the vehicle, I received a charge on my credit card on file for $103.24 on March 8, 2025. I used my own toll transponder on my trip. I need my money refunded to me. I asked for a refund, and I have been getting the same response that I will hear back in "1-2 days" for over a week now. It is absolute fraud and should be illegal. I looked online, and many other people have experienced the same issue. They must be stopped from being allowed to do this!

  

  Business Response

  Date: 04/11/2025

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

  Thank you for taking the time to contact us.
  I understand you had your own transponder in your rental. After searching your email address the only email,I can see was sent on 4/10/2025 and unfortunately unable to locate your transponders individual tolls. As a one-time courtesy I have waived your tolls and fees. Please allow 30 business days for the refund of ******. In the future if you have your transponder in the rental and you get charged for tolls, we will need to review your transponders statement. For us to review the charges, we will need to see the date, time, and location of the tolls that were charged to your account. Please send us a copy of your toll pass statement. We can accept PDF, JPEG, or screenshot format. I have attached a copy of your toll invoice for your review.
  
  Once the documentation has been received, we will review and update your account. Our refund policy is as follows: 
          If the toll charged is on the renters personal toll tag activity statement, then all charges are refunded. 
          If the toll charged is not charged to the renters personal toll tag activity statement, but at least one other toll is listed on the transponder toll activity statement during the time of the rental period, then we will refund the service fees. The toll charges would be considered valid. 
          If there is no toll activity on your personal toll tag statement, but your account shows that the license plate was registered, then we will remove the service fees. The toll charges would be considered valid.
  
  SUZI B | **************** Lead
  Thrifty Toll and Violation Processing Service Center
  Phone:************** | Fax: **************
  Email:*********************************** | Website: *************************

  
  

  Customer Answer

  Date: 04/11/2025

  30 days is not an appropriate time to refund me my money. This was charged to my credit card and I need this money refunded to me today. I had my own transponder in my rental car. I need the money issued back to my card today. Not in 30 days

  

  Business Response

  Date: 04/14/2025

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

  Thank you for taking the time to contact us.

  I understand you would like to get your refund sooner. Unfortunately, we are not in control of when the refund has processed. It doesnt it will take 30days but can take up to 30 days.
  
  SUZI B | **************** Lead
  Thrifty Toll and Violation Processing Service Center
  Phone:************** | Fax: **************
  Email:*********************************** | Website: *************************

• Initial Complaint

  Date:03/28/2025

  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.

  Complaint to Better Business Bureau Fraudulent Toll Charge by Verra Mobility ******************************* Verra Mobility (Operating as Highway Toll Administration, LLC)****************************************-3000 **** Rent a Car Complaint Summary:I rented a vehicle from **** at **************************** from February 15, 2025, to February 18, 2025 (Rental Agreement U306169216). After returning the vehicle, I was charged $7.70 by Verra Mobility (operating as Highway Toll Administration, LLC), which included:$0.75 for a toll charge $6.95 as a daily "convenience fee"However, I only used the free airport access road at ******, which does not require toll payment.Despite multiple attempts to dispute this charge, **** referred me to Verra Mobility (HTA), and Verra Mobility referred me back to ****, creating an unresolvable loop. I believe this is a fraudulent and deceptive billing practice, as I have not been provided with any proof that I used a toll road.Attempts to Resolve the Issue:I contacted ****, which stated that the charge was reported by Verra Mobility (HTA) and that **** could not reverse it.I then contacted Verra Mobility, which claimed the charge was valid but failed to provide any proof of where or when I allegedly incurred the toll.I asked both parties if the charge could have been erroneously triggered by the transponder case being open, but neither provided a clear response.**** again referred me back to Verra Mobility, preventing any resolution and leaving me stuck in a bureaucratic loop.Resolution Sought:A full refund of the $7.70 charge A commitment from both **** and Verra Mobility (HTA) to improve transparency in their toll billing process Customers should not be forced into an endless runaround between **** and Verra Mobility (HTA) when disputing improper toll charges. This practice is deceptive and unfair, and I urge the Better Business Bureau to investigate these predatory billing practices.

  

  Business Response

  Date: 03/31/2025

  Dear ****** ************,
  
  Thank you for contacting us with your billing concerns.
  
  I understand you are stating you should not pay for this toll. When a toll is charged to the renter the tolling authority sends us a bill saying this rental was on the toll road. If you believe you were not on this toll road, we would put this in review. As a courtesy I have refudned $7.70. Please allow 5 business days.
  
  If you have any further questions,feel free to respond.
  
  Thank you for contacting PlatePass.
  
  Suzi  B. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

• Initial Complaint

  Date:03/28/2025

  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 rented a car from Hertz in December for a trip to ********. Knowing I would need to pay tolls, I brought my own E-ZPass device and used it throughout the trip. After returning the car, I was shocked to receive a $377 charge from PlatePass and Hertz, despite having already paid the tolls myself. Since then, they have continued to send me bills. Ive repeatedly informed them that I used my own device and even provided my E-ZPass account statement as proof, but no one seems willing to listen. Can someone please look into this and stop this company from unfairly charging customers?

  

  Business Response

  Date: 03/31/2025

  Dear ******* *****,
  
  Thank you for contacting us with your billing concerns.
  
  I understand you are stating you used your own transponder during this rental. As a courtesy I have refudned the full amount of $377.82. In the future you will need to provided your transponders individual tolls to get a refund. Or policies is below. 
  
  Once the documentation has been received, we will review and update your account. Our refund policy is as follows:  
          If the toll charged is on the renters personal toll tag activity statement, then all charges are refunded.  
          If the toll charged is not charged to the renters personal toll tag activity statement, but at least one other toll is listed on the transponder toll activity statement during the time of the rental period, then we will refund the service fees. The toll charges would be considered valid.  
          If there is no toll activity on your personal toll tag statement, but your account shows that the license plate was registered, then we will remove the service fees. The toll charges would be considered valid.
  
  If you have any further questions, feel free to respond.
  
  Thank you for contacting PlatePass.
  
  Suzi  B. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  
  

  Customer Answer

  Date: 03/31/2025

  
  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,
  
  Musiliu Aminu
  
   
  

• Initial Complaint

  Date:03/24/2025

  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 got two tickets well renting a car and paid them in full before they were due. Thrifty sent me two notices of tickets they said they paid and pulled money from my account. They were already paid and I want my money back. The tickets were number ************* and *************. I have tried to call and submit that they were paid online but could not get ahold of anyone and the submission online would never go through.

  

  Business Response

  Date: 03/25/2025

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

  Thank you for taking the time to contact us.
  I have refunded these tickets as a courtesy. I also sent your documents to our research department to have it looked into. 
  
  SUZI B | **************** Lead
  Thrifty Toll and Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  Email: ************************** | Website: ************************* 
  

  
  

  Customer Answer

  Date: 03/25/2025

  
  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:03/11/2025

  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.

  This company reached out to me to claim that I had an unresolved parking ticket received in ************ on October 4, 2024, around 4pm, and was contacted saying that I owed $66 dollars to this company. I have attached my rental agreement. I picked up a car at ****** at 9am. There is no physical way that I could have driven from ******* to ************ in that time. Having contacted this company and speaking to various people, they could not even acknowledge that there was an error, let alone close out the issue immediately, even after acknowledging that it was physically impossible for me to have accomplished this feat of time travel. I wasted multiple hours on hold with them and ***** and my time is worth money. This company should sent me a check of at least $100 for wasting this time on a clear and obvious error, and for attempting to scam me out of my own money. They had all of these details at their disposal prior to sending me a threatening letter with my credit card information on it, and they are not a trustworthy business.

  

  Business Response

  Date: 03/12/2025

  Dear **** *****,
  
  Thank you for contacting us with your violation concerns.
  
  I have reviewed your account and show that notice number ************* was adjusted in full as of 02/24/2025. As you were not charged, your balance has been brought down to $0.00.
  
  In cases like this, the ****************** ******************************, can make a mistake when it comes to reading the license plate. Since that information is reported to us several weeks later, we bill the renter in possession of the vehicle at that time. I do apologize for the inconvenience in this matter. 
  
  If you have any further questions, feel free to respond.
  
  Thank you for choosing Avis.
  
  ****** *. | Lead Customer Care Specialist
  Avis Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  Email: ************** | Website: **********************
  

  Customer Answer

  Date: 03/12/2025

  This does not resolve that my time was wasted based on an error in your process and after various threats of financial renumeration by both this company using my credit card, and as a third party who is representing **** in this matter. I'm well aware of the issue and that it was entirely a mistake on your part, I do not need to be spoken down to or have it re-explained to me, as I am the one who found it to begin with.

  Instead admitting a mistake, it was necessary for me to speak with multiple representatives over various days to even get close to a resolution of this error. It is not sufficient to make legal and financial threats against a person to then just back off days later for an obvious and egregious problem in your processing. You need to take accountability for the frustration this has caused me, and words are not enough.

  Again, my time is valuable. This claim will not be resolved for me until there is a clear reimbursement for my time on this, especially with how limited the options were in trying to resolve this directly and with one attempt in the timeline pressed by the third party.

  

  Business Response

  Date: 03/13/2025

  Dear **** *****,
  
  Thank you for contacting us.
  
  I understand your frustrations regarding the time frame of having the violation resolved. Unfortunately, we do not have the ability to reimburse you for the time spent as we are a business partner with ****. To be reimbursed, please contact **** directly. They can be reached by:
  
  Email: *************************
  Phone: ************
  
  I hope this information helps. If you have any further questions, feel free to respond.
  
  Thank you for choosing Avis.
  
  ****** *. | Lead Customer Care Specialist
  Avis Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  Email: ************** | Website: ********************** 
  

  Customer Answer

  Date: 03/13/2025

  This is not adequate. You are a third party who took on enforcement of this violation and proceeded to do so by mistake on your part. That means you also took responsibility for this issue at hand, just as much as you were looking to procure the fine violation from me.

  You are an active business with expenses. You write checks. You can do the same in this case. Take accountability for causing this problem and send me a check to cover the waste of my time and energy that you caused. You are also defrauding people, how many others are not so lucky to have such an obvious case where you are in the wrong? You are absolutely undeserving of an A+ rating from the BBB.

  You are also responding to me quite literally with ***** Rental Fine" in your signature. You are showing your association to **** in this manner, for whom you are instructing me to contact. So either you are *****" as you are claiming with your signature, or you are not by your words. Pick one. Or is this more example of fraudulent behavior?

• Initial Complaint

  Date:03/04/2025

  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 purchased a rental car from Dollar Rental in **********, **. Upon return of my rental car, I was charged a fee from "PlatePass" for going through tolls. Nowhere in my travels did I go through a toll. I inquired with PlatePass about where these toll charges came from, and they told me I went through tolls in **********. I was not in ********** at all during my trip, and it was impossible for me to be there based on the mileage used alone. I asked for a refund, and I have been getting the same response that I will hear back in "1-2 days" for over a week now. It is absolute fraud and should be illegal. I looked online, and many other people have experienced the same issue. They must be stopped from being allowed to do this!

  

  Business Response

  Date: 03/05/2025

  Dear ******* ********,
  
  Thank you for contacting us with your billing concerns.
  
  I understand you have filed a not in area dispute. As you have not heard back from our review team, I have adjusted you account in full in the amount of $59.99. Please allow up to 5 business days for this to reflect on your account.
  
  If you have any further questions, feel free to respond.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************