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:08/19/2022

  Type:Order 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.

  We rented a car with Thrifty in ******* from 7/11/22 - 7/15/22. We were not informed of any penalty fees if we used a toll road. And there were no options to pay tolls with cash. We certainly expect to pay the tolls ($6.50) but we did not and do not expect to pay the penalty ($30).Notice number: ************* Rental agreement: *********

  

  Business Response

  Date: 08/22/2022

  Dear ***********************,
  
  Thank you for taking the time to contact us regarding the charge you received.
  
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 07/11/2022 to 07/15/2022, the ************** reported 2 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 $36.50. 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 value you as a renter, I have adjusted the full $30.00 admin fee. Please allow up to 5 business days to post to your account.
  
  Please let me know if there is anything further, I can assist with.
  
  Thank you for choosing Thrifty.
  ************ | **************** Supervisor
  Thrifty Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************** | www.thriftyrentalfine.com
  

  Customer Answer

  Date: 08/23/2022

  
  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:08/19/2022

  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 vehicle with Hertz located at the ************************************************************ on 07/29 - 08/07. My rental agreement number is *********. I was told that any tolls that I went over would be billed to me separately. I opted to use my own transponder, but was told no due to them having their own system in place. 2 weeks after returning my rental, I received a charge on my credit card without my consent from Hertz/Plate Pass for the amount of ******. I was curious as to why I have an Unauthorized charge and not a **** so I called the the customer service line and the rep discovered that there was 2 types of charges on the **** I was being charged for the plate and transponder. I was traveling to Mass to the cape for the week and there were charges from Queens and **********. The rep said that he was going to dispute my charges, but it has been over a week and I have not received any comms regarding this issue. Can someone please take a look into this and please reach out to me. Also I see I was charged an administrative fee that could've been avoided if I had used my own transponder. I don't know If the sales rep got commission, but I did not agree with using the companies system. I felt pressured and did not want go back and forth with the rep. I also asked to be mailed a **** a **** to pay for any tolls which should've been two tolls, there and back from the ********* -**********************. I am a Gold Member with Hertz and honestly this is really upsetting due to the treatment of this.

  

  Business Response

  Date: 08/22/2022

   Dear *********************,
  Thank you for contacting us regarding rental agreement number *********.
  I have reviewed the information provided as well as the information in our system. We show your account was placed in review on 08/18/2022 for invalid toll charges. On 08/22/2022 a full adjustment of $194.70 was made. Please allow up to 5 business days for the refund to post back to your credit card.
  My sincere apologies for the inconvenience and frustration this matter may have caused.
  Please let me know if there is anything further, I can do for you.
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone:************** | Fax: **************
  ************************************** | www.platepass.com
  

  Customer Answer

  Date: 08/22/2022

  
  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:08/17/2022

  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 received a Notice of Toll Amount and Administrative Fees. I disputed the charges because I had my own transponder in the car. The company never responded so I emailed them. Then I attempted to call the number on the Notice. The after navigating the options the line went silent, no agent ever came on the line and the call disconnected about 15 minutes later. Repeated calls also failed with the callback feature also not working.

  

  Business Response

  Date: 08/22/2022

   Dear ******,
  
  Thank you for contacting us with your personal toll tag statement.
  
  My sincere apologies you had issues reaching one of our ************* Specialist. I have reviewed your toll tag statement and the tolls reported to us by the toll authority and attached the documents as a PDF. Your statement does not show the same tolling information as the toll invoice. While your statement does show that tolls were picked up, they do not have the same time, date, and location as the tolls on the toll invoice. This means you are not being double charged.
  
  Im submitting a courtesy credit of $60.00 for the administrative fee. The toll charges will remain valid. Please allow up to 5 business days for the credit to post back to your account. 
  
  Thank you for contacting Fox Rent a Car
  
  ************ | *** Rent A Car
  Phone: ************| Fax: ************
  ********************* | FOXTOLLSANDFINES.COM
  
  

• Initial Complaint

  Date:08/03/2022

  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 was not informed of the excessive administrative fees this company charged me for tolls I was charged when I rented a car with Dollar Rental. How am I to pay a toll when there is no human present for me to pay? This is set up to be a scam. Oh, and I've also received two bills of different amounts in less than a month after I rented the car. $75 worth of admin charges on ***** of tolls? I'm not even sure that's the case since I have two bills with the same notice number - *************

  

  Business Response

  Date: 08/10/2022

  Dear ***************************,
  Thank you for taking the time to contact us regarding notice number *************.
  
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 07/09/2022 to 07/13/2022, the ************** reported 3 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 $45.00. 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.I do apologize this was not explained at the time of your rental.
  
  As we value you as a renter, I have adjusted the $45.00 administrative fee.  Please allow up to 5 business days to post back to your account.
  
  If you have any additional questions, feel free to respond to this email. I hope this matter has been settled.
  
  Thank you for choosing Dollar.
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************************** | www.dollarrentalfine.com

  Customer Answer

  Date: 08/10/2022

  
  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:07/25/2022

  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.

  On 6/1/22 I rented a vehicle from Dollar ****************** The vehicle was returned on 6/7/22. I received a notice dated 6/17/22 alleging $7.26 in toll fees, and $60.00 in administrative fees. I contacted Dollar/ATS Processing Services, LLC on 6/28/22 at 5:10pm and spoke with ******* (no last name or title provided) to dispute the amount of the **** and to ask for proof of the tolls. I was told that the tolls come in batches, and copies cannot be provided because of the companys personal information. ******* also told me all tolls are paid electronically in batches.Careful review of the rental contract shows that item #7, paragraph i., covers toll, parking & Traffic occurrences/violations. It speaks of applicable administrative fees related to such toll occurrences but does NOT list any dollar amount. This leaves the customer open to excessive and exorbitant charges that are not validated or substantiated. I can understand reimbursing the company for a toll paid and a reasonable administrative fee although a Concession Fee Recovery in the amount of $58.57 was charged along with a $49.13 Adjustment on my final **** when I returned the vehicle. This makes no sense and appears fraudulent in nature. If the tolls are indeed paid in batches electronically, why are there administrative fees charged individually? I never agreed to that in the contract, nor is this explained in full detail in the contract. Again, this appears fraudulent, abusive, and a demonstration of unfair business practice. I have found court cases online naming this company as a plaintiff for such and similar practices. There are numerous complaints with the Better Business Bureau as well.

  

  Business Response

  Date: 07/28/2022

  Dear ***************************,
  Thank you for taking the time to contact us regarding the charge you received.
  
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 06/01/2022 to 06/07/2022, the ************** reported 4 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 $67.26. 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 value you as a renter, I have adjusted the $60.00 administration fee as a one- time courtesy. Please allow up to 5 business days for it to post back to your account.
  I hope you find this matter settled and resolved.Please let me know if there is anything else I can assist with.
  Thank you for choosing Dollar.
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************************** | www.dollarrentalfine.com