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:11/04/2022

  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 from 9/14/22 to 9/21/22. I needed to get a replacement car because the ** was not working in the first one. During this week, I drove the replacement car from ************* to ***** and back. I passed through three different tolls in ************* and *****. I used my personal transponder for these tolls and did not open the Plate Pass box. A few weeks after returning the rental car, I received a bill in the mail for tolls that I never passed through. Some of them were tolls in New ******************** and ********, which were states I did not travel to during this time. I emailed Plate Pass/**** Mobility and they asked for receipts or credit card transactions from that time frame to prove I was in a different location. I sent a screenshot of 3 of my bank transactions with the date of 9/19/22 (actual transactions occurred on 9/18/22) and the location stamp of ****, *****. I also sent a report of my EZ Pass transactions to show I passed through and paid for the ** and ME tolls during that week. I also sent a picture of my personal transponder. After multiple emails back and forth, Plate Pass is refusing to admit that these charges are invalid even after all the documentation I have sent them. At this point, I believe this is fraud and they need to drop all the charges from this bill.

  

  Business Response

  Date: 11/07/2022

  Dear *******, 
  
  Thank you for contacing us regarding rental agreement number H81427695. 
  
  I understand you were billed for toll that you were not in the area of. I have adjusted $49.20 on the account and is settled with  a zero balance. 
  
  My sincere apologies for all the frustration and inconvenience this matter has caused. 
  
  Please let me know if there is anything more I can assist with. 
  
  Thank you for contacting PlatePass.
  
  ************ | **************** Supervisor
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  
  

  Customer Answer

  Date: 11/09/2022

  
  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:10/26/2022

  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 had an incident in a rental car and immediately notified business. Claim A****-****-*****, RENTAL AGREEMENT ********. This was a minor incident and the damages seemed excessive at $5063.90, but $4563.90 was paid by my AAA insurance.Dollar rental is now claiming a balance owed of $3413.00 to include loss of use and admin fees. I feel that this is excessive - the loss of fees are for 40 days. The average time a car rental is in the shop in the US is 12 days on average and that is up from previous years. I had received no updates on this delay and I would like to settle for half of what they are claiming. I have sent several emails in response to their final balance claim. I feel that $7976.90 was excessive and my out of pocket is too high. Please consider a reduction to close this out. Thank you

  

  Business Response

  Date: 10/27/2022

  Dear *************************,
  Thank you for contacting us.
  I have reviewed the information that you provided, as well as your account details. As a business partner, we process tolls incurred during Dollar 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:*************
  I apologize that I am unable to assist further.
  
  Thank you for choosing Dollar.
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************************** | www.dollarrentalfine.com

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disputing the $90.00 administrative fee that you plan to bill me on/after 31 October 2022. I assert the following: 1) I was not afforded the opportunity to pre-pay for tolls (as some companies do). 2) Your charge of a $90 administrative fee (6x $15) for a $24.30 toll is beyond excessive, and could be considered predatory. 3) You state that, if I take no action, my card will be charged the toll amount and administrative fee on 10/31/2022, but you offer no way to pay early/immediately and avoid said administrative fee(s).I went to *********** and attempted to pay the toll directly, but no information came up. I believe in honoring my debts, and have no issues with paying the toll amount to you. However, I believe that an administrative fee (especially one that is nearly 4x the amount of the toll) is unneeded and a blatant attempt to profit from people with no recourse. I note that you have an A rating from the BBB and hope that you adjust your practices. It appears that I'm one of many who find this practice unfair, so I hope that your high rating is due to your responsiveness.

  

  Business Response

  Date: 10/25/2022

  Dear ******,
  
  Thank you for contacting us regarding notice number *************.
  
  When the rental vehicle was picked up, Dollar offers an option to add the PlatePass All-Inclusive tolling service at the rate of $12.49 per rental day. If this option had been selected, all the in-network tolls reported against the vehicle would have been covered for the flat rate of $62.45. The rental agreement advises that if you do not choose the PlatePassAll-Inclusive tolling service, you will be billed for each toll plus a $15 administrative fee per toll. The administrative fee will cap at $90 per rental period.
  
  I can still opt you into the PlatePass All-***************** at the same rate at which it was offered at the rental counter. This would save you $51.85 in fees and cover all in-network tolls.
  
  If you would like to accept this offer, please respond.
  
  Thank you for choosing Dollar.
  
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************************** | www.dollarrentalfine.com

  Customer Answer

  Date: 10/28/2022

  In the customer service response it says I was offered a plate pass to reduce costs of their administrative fees on tolls. This is not accurate.

  No one verbally offered me anything of that nature.  When I arrived the agent was friendly at first and was trying to up sell me a different rental car.  When I told him I wanted a vehicle at the rate that I had pre-paid he was no longer pleasant and said just put your credit card there pointing to the credit card machine and walked off. He did not mention a single thing about a plate pass or $15 per toll fee. He did not even explain if I had pre-paid before arriving what the additional fees were.  I have used many rental car companies over the years and have never had such a negative experience as this. 

  ****************************************

  

  Business Response

  Date: 10/31/2022

  Dear ******,
  My sincere apologies for any frustration or inconvenience this matter has caused.
  Im issuing you an adjustment of $90.00 for the administration fee. The balance on your account is the toll amount of $24.30.
  If you have any other questions, feel free to reach out to us.
  
  Thank you for choosing Dollar.
  ************ | **************** Representative
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ******************************************* | www.dollarrentalfine.com

• Initial Complaint

  Date:10/11/2022

  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.

  Prime example of consumer abuse and they are nothing but a self revenue generator. My rental contract was with Hertz who uses ATS processing services, llc for plate pass. This complaint is subsequent additional fees that are greater than that of an agreeable contract. First off I never received a notice from Hertz neither did I authorize this $30 fee. I found this out 4 days ago as I received a notice dated 9/15/22 with the envelope stamped for 9/22/22 and 30 days to respond from the toll road servicer, that states they will furnish this alleged debt of $54 to the department of revenue for an offset. I began my research to gather more info as to why the letter was not received, and I had an agent email the receipt. Hertz dropped the ball and got me in the situation I am today. At the time of rental you provide a valid ID to the ********************** agent for the rental which further validates the proper address and the also ask if it is correct. They send a notice to an address I do not live at nor is it on my driver license. THIS IS A REASON I DID NOT DISPUTE OR EVEN ATTEMPT TO ADDRESS THE MATTER. Further more I used my own SUNPASS. This is unacceptable and predatory practices to get money. My contract is ********* date 7/31/21 to 8/07/21. I was charged a $30.00 administrative fee. They take money from consumers fraudulently, furnish your information to another agency committing aggravated identity theft by providing your personal information without your consent. ALL THE **** BEING CHARGED THEY SHOULD BE PAYING FOR THE TOLLS THAT ARE TO PAID AND NOT HAVING CONSUMERS PAY HERTZ AND THE ACTUAL TOLL ROAD AGENCY, EQUALS DOUBLE DIPPING; LOOKS LIKE **** TO ME. This is Hertz error for mailing a letter somewhere I do not live all of this could have been avoided if the letter was sent to the correct address. I want my $30 refunded which will not resolve me dealing with the toll provider directly about $54.

  

  Business Response

  Date: 10/12/2022

  Dear *******,
  
  Thank you for contacting in regard to rental agreement *********. I would be happy to assist you with all your concerns.
  
  As a business partner, we process tolls incurred during Hertz rentals. I apologize the incorrect information was provided to us by Hertz causing a delay in you receiving your notice for the violation.
  
  During your rental from 07/31/2022 to 08/07/2022, the vehicle you were driving received two toll violations from the Southern Connector Toll Road on 08/06/2022. The $30.00 charge covers the administrative fee. The terms of the fees are outlined in your rental agreement.
  
  We have processed the violation and submitted documents to the Southern Connector Toll Road in order to transfer the violation into your name and, thereby, retain your right to due process.
  
  As we value you as a renter, I have adjusted the $30.00 administration fee in full.  
  Please allow up to 5 business days for it to post back to your account.
  
  Please do not hesitate to contact us with any further concerns.
  
  Thank you for choosing Hertz.
  
  ************ | **************** Supervisor
  ********************** Violation Processing Service Center
  Phone: ************** | Fax: **************
  Email: ******************************** | Website: www.hertzrentalfine.com
  
  
  
  

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Fox Rent A Car from 8/27/22 to 9/3/22. Rental Agreement Number: DEN-******. I brought my own toll transponder to use for tolls. Apparently it was on a different network and did not connect to *********** (********). I went through 6 tolls totaling $27.60. When I got home I tried to log in to the *********** website to pay my tolls but their system could not find my information. I received notice of my ATS Processing Fees on 9/17/22 and contacted them the same day to get more information. I have not received a reply to my request. I logged in to their website to view my toll violation and I got a message saying "This citation was provided to us electronically. There is no image available." So there is no way for me to pay the tolls on my own. They seem to intentionally make it difficult for you to get information or to pay the tolls. I will pay for my toll costs but I think it is unethical to charge me $90 in "administrative fees".

  

  Business Response

  Date: 10/03/2022

  Dear ***********************,
  Thank you for contacting us regarding notice number 7630238527443.
  I apologize you did not have a pleasant experience when it came to your tolls. The tolls are not violations that is the reason you were unable to view violation images on our website. The tolls are located on the back of the noticed mailed to you.
  As we value you as a renter, I have adjusted the full $60.00 administration fee. Please allow up to 5 business days to post back to your credit card.
  Please let me know if there is anything more I can assist with.
  
  Thank you for choosing Fox.
  ************ | ************************************************************* Center
  Phone: ************** | Fax: **************
  Email: ********************* | Website: www.foxtollsandfines.com
  

• Initial Complaint

  Date:09/22/2022

  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.

  First, let me say that I couldn't even find this business' name under Dollar/ATS Processing Services, LLC, but under Verra Mobility, also named as ATS Processing Services, LLC in AZ, so I hope it's the same company. I uploaded the invoice I received down below with the name of the company on it.On 9/3-9/5/2022 I drove a vehicle I rented from Dollar Car Rental on tolled roads, which Im not disputing. I recently received a bill for the tolls which was five tolls totaling $10. The Dollar/ATS Processing Services, LLC sent me a bill for $85. Basically, I have to pay an extra $75 for tolls when the cost was only $10. You'll see that one toll was 63 cents, but they are charging $15 for administrative fees on 63 cent? That seems like an unfair policy and very unconstitutional. Also, I just got the bill on Tuesday September 20, 2022, and its due in five days on September 27th. The letter states if its not paid in five days it will be automatically withdrawn from my credit card account I used when I rented the vehicle. This seems like an unfair practice. Most invoices are given at least 30 days for payments. I dont understand the extra fee of $75 even though they are calling it an administrative fee.Im reporting this because I know private organizations or companies will try to get as much as they can out of people and if this is their practice, to price gauge their customers then it needs to be reported.It may not be a lot of money, but it is to some of us because of the current economy. Its about the unfair practices that companies use when dealing with customers.

  

  Business Response

  Date: 09/23/2022

  Dear ******,
  Thank you for taking the time to contact us regarding notice number 7460238682510.
  I apologize for this situation and would gladly assist in resolving your concerns.
  We show that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 09/03/2022 to 09/05/2022, the ************** reported 5 toll charges to the license plate of the rental vehicle. The ********************** All-Inclusive tolling service was not added to your rental, so you are being charged for the tolls as well as an administrative fee for a total of $85.00. The administrative is charged at $15 per toll up to a maximum of $90 per rental period. The terms of the fees are outlined in your rental agreement.
  As we do value your business with Dollar, I will remove the administrative fee as a one- time courtesy. This will reduce the balance from the current $85.00 to $10.00. I do show the card on file is set to automatically charge on 9/27/2022, if this is a valid card, no further action is needed.
  I hope this has resolved your concerns, please do not hesitate to contact us with any further questions.
  Thank you for choosing Dollar.
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:www.dollarrentalfine.com
  
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  Verra Mobility sent me a Notice of red light violation (Notice number can be provided if needed) for an incident I was not part of and they are refusing to fix it. I don't know why I got the notice as I am not a registered owner of the vehicle (and never was) and I was not the driver.Seems like the only way to fix it is to send Affidavit of non-liability which requires driver's info which I don't have (because I am not connected to car or incident in any way).The support was not helpful at all, they pretended like they have nothing to do with this.

  

  Business Response

  Date: 09/07/2022

  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:
  
  Name of the rental car company;
  Name and address of the primary renter as it appears on the rental record;
  Rental agreement or notice number;
  
  I look forward to receiving your response with these details.
  
  Sincerely,
  ************ | **************** Supervisor
  

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car at the ********** Airport July 23, 2022, and returned the car the next day at Pinehurst Regional Airport Hertz office on July 24, 2022. I was supposed to pay $30.00, but have been charged $1730.00. I've talked with ********* Hertz reps on two separate occasions who have told me that they reported the car returned on July 24, 2022, and that they have re-sent the report two additional times - each time that I called them. I have also spoken with Hertz Support desk twice and both times they stated that they would get back to me and they have not. I also emailed through the Hertz email support system and they responded within an hour that the bill will not be changed. I've asked if anyone has spoken to the ********* office where I returned the car, and no-one has spoken with them.

  

  Business Response

  Date: 09/07/2022

  Dear ***************************,
  
  Thank you for contacting us.
  
  I have reviewed the information that you provided, as well as your account details. As a business partner, we process tolls incurred during Hertz rentals.Since your inquiry is regarding your rental experience, I would advise you to contact the rental agency directly in regards to your request. They may be reached by:
  
  Phone: **************
  
  I apologize that I am unable to assist further.
  
  Thank you for choosing Hertz.
  
  ************  |Customer Service Representative
  ********************** Violation Processing Service Center
  Phone: ************** | Fax: **************
  ******************************** | www.hertzrentalfine.com
  

• Initial Complaint

  Date:09/01/2022

  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 am extremely upset with both Thrifty car rental and ATS Processing services. This is a blatant attempt to generate excessive profits by slamming renters with So called administrative fees. At no time was I ever told I would be hit with 26 separate $9.99 fees, 1 for every toll incurred, while the rental car was in my possession,or that I would not have an option to pay cash for the tolls. They also implied that the rental was in danger of being seized had they not paid on my behalf. My credit card was on file, there was never an issue of non payment. I travel to ******* numerous times and have rented cars numerous times. I pay by plate, I have never seen anything like this! Will someone please do something about this company's practice of excessively generating profits from unknowing customers??

  

  Business Response

  Date: 09/02/2022

   Dear ******, 
  
  Thank you for taking the time to contact us regarding the notice you received.
  
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 08/04/2022 to 08/15/2022, the ************** reported 26 toll charges to the license plate of the rental vehicle. The ********************** All-Inclusive tolling service was not added to your rental, so you are being charged for the tolls as well as an administrative fee for a total of $122.40. The administrative is charged at $9.99 per toll up to a maximum of $89.91 per rental period. The terms of the fees are outlined in your rental agreement.
  
  As we value you as a renter, I have adjusted the full $89.91 administration fee. The amount due on the account is $32.49. 
  
  Please let me know if there is anything else I can assist with. 
  
  Thank you for choosing Thrifty.
  
  ************ | **************** Representative
  Thrifty Toll and Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  ************************** | www.thriftyrentalfine.com 
  

  Customer Answer

  Date: 09/02/2022

  
  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:08/27/2022

  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 truck through insurance from hertz on 7/19. Returned vehicle on 8/10. I received a charge on my discover card for $1273.43. I liked at the website for platepass, its saying Ive traveled to 3 states that I havent ever even been too. I keep getting the run around. This is $1200. With no explanation as to what or why Im being charged. All charges are from **, ********, and ********. I live in ga. Rental # A16506560

  

  Business Response

  Date: 09/02/2022

  
   Dear *********************,
  
  Thank you for contacting regarding rental agreement number H16506560.
  
  I have reviewed the information provided as well as in our system. We show a dispute was placed on your account on 08/30/2022. Our research was concluded and there was a discrepancy that indicated that the tolls reported against the vehicle are invalid.
  
  A full adjustment of $1272.43 was made. The account is settled with a zero balance. My sincere apologies for any frustration or inconvenience this matter has caused.
  
  Let me know if there is anything further that I can assist with.
  
  Thank you for contacting PlatePass.
  
  ************ | **************** Representative
  **********************
  Phone: ************** | Fax:**************
  ************************************** |www.platepass.comTell us why here...