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:02/26/2025

  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 received an unauthorized charge for a service I did not use nor was aware of at any time during my driving a rental car from Hertz. Today, 02/26 i received an email from Hertz that I was charged ****** for platepass toll service. I will not pay this as this is unauthorized charge and I never used any toll roads at any point during my rental period.

  

  Business Response

  Date: 02/26/2025

  Dear ******** ******,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I understand you are stating you did not take any tolls during the time of your rental. I apologize for the inconvenience. Usually we would just have to send this into review to get research to find out what has happened.
  
  As we value you as a renter, I have adjusted $139.90 from your account. Please allow up to 6-10 business days for the adjustment to post back to your account.
  
  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  
  SUZI B | ********************* Representative
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

  Customer Answer

  Date: 02/26/2025

  
  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:02/20/2025

  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.

  After renting a car from Hertz, I was just charged DOUBLE the toll charges. The $240 in tolls that were due became a $470 total "hidden" fee because of the price-gouging agreement between PlatePass (DBA Verra Mobility) and Hertz. Regardless of the fine print buried in the multiple pages of the terms of service agreement, a simple surcharge to forward the tolls would have been reasonable, but to take advantage of their customers and double the already high ** toll charges is a reprehensible, anti-consumer act of price gouging. ** already records the license plate of cars and sends the bill to the registered owner. For context, the charge of $230 is equivalent to a week of car rental -- for the "value" of forwarding the ** toll to the customer.Shame on you **********************: ************************************************************************************** You've taken a valid business cost issue and manipulated the rental experience into an opportunity for gouging your customers.

  

  Business Response

  Date: 02/21/2025

  Dear ******* ****,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I understand you are concerned with the convenience fees. I apologize that it was not covered verbally with you at the time you picked up your vehicle. The convenience fee is part of the terms and conditions on the rental contract that you agree to when you sign the rental agreement. The convenience fee is $9.99 per toll usage day. You were charged $229.77 for 23 days of use.
  
  As we value you as a renter, I have adjusted the convenience fee in full. This brings your balance to $240.50 just for the tolls.
  
  If you have any further questions, feel free to respond.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

• Initial Complaint

  Date:02/10/2025

  Type:Delivery 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 violation letter in the mail from the City of Hampton Photo Safety Enforcement Program, Notice # ************* and Pin- ****. I honestly dont recall speeding, I do recall experiencing a medical emergency on that particular day and time but had no idea that I was speeding, I havent received a violation before and very shocked I received one because this is something I dont do.

  

  Business Response

  Date: 02/14/2025

  Hello ******** **********,
  
  Thank you for contacting us.
  Our records indicate a copy of the notice, including the hearing request to contest was provided to you on 1-9-25. The notice was paid and closed on 1-10-25. No further action is required.
   If you need any other assistance please contact customer service at ************ or send an email with your inquiries to *********************** Your 13 digit (************* ) notice number will be needed to locate the violation.
  

  Thank you.
  
  ******* *.
  Supervisor, Citizen Services
  VERRA MOBILITY
  *******************************************
  ****************************************************************************** | **************************
  

  
  

• Initial Complaint

  Date:01/30/2025

  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.

  On 9/14/2024 - 9/16/2024 I rented a car online via Expedia rental agreement # U337474723. On 9/15/2024 I received a ticket (expired meter) on the rental car Lic plate SSH3222 in the amount of $53.00. I went ahead and paid the violation online on 9/27/2024 via the City of West Hollywood citations website. However on 11/29/2024 I received a letter in the mail stating if I do not pay $147 I will be automatically charged. It is now 1/30/2024 and was automatically charged on 1/21/2024.I would like you to refund me my $147 since I paid the citation before its due date. Notice # ************* WeHo citation # w200715285:

  

  Business Response

  Date: 01/31/2025

  Dear ******* *****,
  
  Thank you for taking the time to contact us.
  
  Thank you for sending in your proof of payment. I have sent this to our refunds department. I apologize for the inconvenience.
  
  Thank you for contacting PlatePass
  
  SUZI B | **************** Lead **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:******************************

• Initial Complaint

  Date:01/28/2025

  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.

  They partner with Hertz which is fine but they erroneously charged me $1195.53. They supposedly tried to refund it immediately but was not able to put the funds back on the card they stole them from? Ok. So they issue a check great! No. They issued the check without verifying my address now I have to wait over 8 weeks for money they should have never taken in the first place. And dealing with customer service is a joke. They refuse to transfer you to supervisors and should you find a *** that will the supervisor also has no customer service skills and is also just as useless

  

  Business Response

  Date: 01/29/2025

  Dear ****** ******,
  
  Thank you for taking the time to contact us.
  
  I apologize the confusion, after reviewing your account it seems the transponder was opened in the rental during the time you were in possession of it. I also can see there were multiple attempts to collect payment so when a refund is processed, it must be in the form of a check. As we are a third party we get the information from Hertz. This is the address that was on file with Hertz, I do apologize for the delay on the refund. I do not see an updated address in the notes, If you have not provided before I please let us know and I will get to our accounts payable.
  
  Thank you for contacting PlatePass
  
  SUZI B | **************** Lead
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

• Initial Complaint

  Date:01/23/2025

  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.

  After accepting an offer through ************** for a position with Verra Mobility and signing all the necessary documents, I was informed that my start date would be at the end of December. However, this date was repeatedly pushed backfirst to early January, then mid-January, and now late Januarywith no clear updates or timeline for when work will actually begin. Despite multiple assurances from both Insight Global and Verra Mobility that equipment would be sent last week, nothing has arrived. Ive received no tracking information, no follow-up, and no communication confirming the next steps.This lack of clarity has left me in professional and personal limbo. As a competitive candidate, I turned down two other offers because I believed in the vision and communication initially presented by Insight Global and Verra Mobility. Unfortunately, this has become the most unprofessional hiring experience of my career, marked by repeated delays, poor communication, and a lack of transparency.I am now seeking to escalate this matter to the leadership teams at both Insight Global and Verra Mobility, as this process has been deeply disappointing and unprofessional. My hope is that no other candidate or professional has to endure a similar experience in the future.

  

  Business Response

  Date: 01/24/2025

  Dear ****** *******,
  
  Thank you for contacting us.
  
  We are sorry to hear about your experience. Your request has been sent to ******************************. You may contact them directly at **************. We process tolls and violations for Verra Mobility and we are not the correct agency regarding this request. 
  
  If you have any further questions, feel free to respond.
  
  Thank you for choosing eCare.
  
  ****** *. | Lead Customer Service Representative
  **********************
  Fax: ************
  Email: ***************** Website: **************

  Customer Answer

  Date: 01/24/2025

  
  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:01/15/2025

  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.

  On a recent rental with Hertz, I incurred a toll charge of $15.36, and PlatePass added an exorbitant 'convenience" fee of $29.97, which was automatically billed to my credit card after return of the car. This was not mentioned to me in the rental process, nor was any alternative given. Upon scrutinizing the rental agreement, the only mention of Platepass describes it as an 'optional' service; since tolls in ****** are automated, and the car is not equipped with a toll sensor pass, there was no alternative option. I agree with previous posters that this service relies on unethical and non-transparent methods of extracting money from customers.

  

  Business Response

  Date: 01/16/2025

  Hello ****** ******,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I understand you are concerned with the service fees. I apologize that it was not covered verbally with you at the time you picked up your vehicle. The service fee is part of the terms and conditions on the rental contract that you agree to when you sign the rental agreement. The administrative fee is $9.99 per rental day. You were charged $29.97 which is 3 usage days.
  

  As a courtesy I have waived the fee of $29.97 Please allow 5 business days. If you wish to avoid our service, there are a few alternatives to consider for future rentals.

                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 Toll Authority.

  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  
  SUZI B | Lead PlatePass
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:******************************

• Initial Complaint

  Date:12/10/2024

  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 from Hertz that was a very disappointing experience. I've reached out to them multiple times to try and resolve without success. Therefore, receiving an email today from PlatePass about my credit card being charged $69.95 for a toll service I did not agree to, for tolls that I did not incur, was an insult to injury.I spent over an hour today on the phone trying to reach them, plus opted for the "save my place in line" where I called back again after 4 hours of no response. My issues are 1) I did not accept the service, so was Hertz supposed to have shared it with them? 2) The agent told me where to go to see a list of 30+ incurred tolls, but none were listed. I asked her where and the one she shared with me was not a state I was in.Agent ******** sent my account to another team with a promise that I will hear back in a couple of days.I need the charge removed from my credit card asap, and confirmation that all my PII (including my credit card number) be purged from their system.Thank you.

  

  Business Response

  Date: 12/11/2024

  Dear ***** *******,
  
  I have reviewed your account and concluded my research. I was able to identify a discrepancy that indicates that the tolls reported against the vehicle are invalid. 
  
  Im issuing you a full adjustment of $69.95. Please allow up to 5 business days for it to post back to the original payment method.
  
  Regarding your credit card, we do not keep this information on file as we are a business partner with Hertz.
   
  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 12/11/2024

  thank you for the refund and I accept that part of the resolution. What vehicle (make model or tag) were the tolls for? Also, while I appreciate you disposing of my credit card info, please produce what document I signed that authorized Hertz to share my PII (including credit card info) with a partner that I did not accept doing business with. I am concerned about this practice and believe it needs some visibility. 

  

  Business Response

  Date: 12/12/2024

  Dear ***** *******,
  
  Thank you for contacting us with your concerns.
  
  The vehicle you were charged for is a ****** Highlander with the plate NY LCW8542. In order to review your signed rental agreement, you will need to contact Hertz directly. Hertz can be reached by:
  
  Phone: ************
  Email: ***********************************************************************
  
  I hope this information helps. If you have any further questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 12/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform credit me.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:12/10/2024

  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.

  On September 28, 2024, I noticed unauthorized charges from PlatePass on my account and immediately contacted their customer service for clarification and resolution. Over the following weeks, I initiated no fewer than three follow-ups, requesting a refund for six disputed charges. While PlatePass confirmed in writing that refunds would be issued, only two refunds have been processed to date. Meanwhile, they continue to charge my account every two weeks.I repeatedly requested detailed records explaining the charges, including toll dates, times, and locations, but PlatePass has consistently failed to provide this critical information. Their lack of transparency has prevented me from verifying the legitimacy of the charges, leaving me with no option but to escalate this matter through the Better Business Bureau.Upon reviewing my official EZ Pass account statements, I confirmed that none of the charges billed by PlatePass align with any toll activity recorded on my EZ Pass account. This raises serious concerns about the validity of the charges they continue to apply. Additionally, when I returned the rental vehicle to Hertz, I confirmed with Hertz staff that the car did not have an EZ Pass transponder installed, making PlatePasss charges even more questionable.Despite these facts, PlatePass continues to bill me while withholding critical details I have repeatedly requested. Their failure to honor refund commitments, coupled with their refusal to provide clear documentation, demonstrates poor customer service, a lack of accountability, and blatant disregard for consumer rights.Resolution Requested:I request an immediate refund for all disputed charges and a formal, itemized statement of the alleged toll activity, including dates, times, and locations. I also urge PlatePass to review its internal processes to ensure transparency, accountability, and timeliness in addressing future customer disputes.

  

  Business Response

  Date: 12/11/2024

  Dear ******* *****,
  
  I have reviewed your account and concluded my research. I was able to identify a discrepancy that indicates that the tolls reported against the vehicle are invalid. 
  
  Regarding 523272746;
  Im issuing you a full adjustment of $307.89. Please allow up to 5 business days for it to post back to the original payment method.
  
  Regarding 426287260;
  Im issuing you a full adjustment of $279.90. Please allow up to 5 business days for it to post back to the original payment method.
  
  Regarding 376535106;
  I show that $279.90 was adjusted in full as of 11/11/2024.
  
  Regarding 408886763;
  I show that $307.89 was adjusted in full as of 11/18/2024.
  
  Regarding ********* and 383951610;
  Im issuing you a full adjustment of $307.89 and $279.90. However, I see that a dispute was processed with your financial institution on 11/25/2024. When the dispute was processed, your financial institution reversed the charge and credited your account in the amount of $307.89 and $279.90. 
  
  If your financial institution sends you communication advising the credit has been removed from your account, please forward a copy of that to us. Once we have the documentation, we will be able to adjust our account accordingly. I apologize for any frustration this may have caused.
  
  * When e-mailing your documentation, please be aware that we are unable to accept hyperlinks, TXT files, or XLS files.
  * Please either remove or obscure personal information, such as social security number, full credit card number, full date of birth, or driver's license number in your response.
   
  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 12/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

  Customer Answer

  Date: 04/29/2025

  I am writing to dispute the remaining charges incurred through PlatePass formally. For your reference, I have attached my EZ Pass records to support my claim and assist with your review. Please note that this issue has been ongoing since September 2024. Over the course of several months, PlatePass has already acknowledged discrepancies and issued refunds for six charges following their internal review. I have now identified the remaining charges in question and request that they conduct a final, thorough review of these transactions. I expect that consistent with their previous findings they will be able to verify the discrepancies and issue the appropriate adjustments. Receipt ********* Rental Agreement: ********* Last Name: ***** Rental Start Date: 09/20/2024 Rental End Date: 10/04/2024 Amount Charged: $279.90 **** ending in 0993 Receipt ********* Rental Agreement: ********* Last Name: ***** Rental Start Date: 10/04/2024 Rental End Date: 10/18/2024 Amount Charged: $307.89 **** ending in 0993 Receipt ********* Rental Agreement: ********* Last Name: ***** Rental Start Date: 12/27/2024 Rental End Date: 01/10/2025 Amount Charged: $307.89 **** ending in 0993 Receipt ********* Rental Agreement: ********* Last Name: ***** Rental Start Date: 01/10/2025 Rental End Date: 01/24/2025 Amount Charged: $279.90 **** ending in 0993
  

  
  

  

  Business Response

  Date: 04/30/2025

  Dear ******* *****,
  
  Thank you for contacting us with your billing concerns.
  
  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.
  
  I have gone ahead and adjusted your account in full in the amount of $307.89. However, I see that a dispute was processed with your financial institution on 04/28/2025. When the dispute was processed, your financial institution reversed the charge and credited your account in the amount of $307.89. 
  
  If your financial institution sends you communication advising the credit has been removed from your account, please forward a copy of that to us. Once we have the documentation, we will be able to adjust our account accordingly. I apologize for any frustration this may have caused.
  
  * When e-mailing your documentation, please be aware that we are unable to accept hyperlinks, TXT files, or XLS files.
  * Please either remove or obscure personal information, such as social security number, full credit card number, full date of birth, or driver's license number in your response.
  
  If you have any additional questions, feel free to respond .
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 05/07/2025

  
  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:11/27/2024

  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.

  Rental Record# ********* Rental location: ******************** Rental Time: 11/23/24 @ 8:58am - Return: Saturday 11/24 @ 11:00pm I rented the car thru Priceline. I pick up the car at ***************. I was charged by Priceline for $26.00 for insurance and *************** Rental car $56.12. I called Priceline and Priceline spoke with Dollar Rent a Car at the ***************. Both claims they will not return. I do not understand why they charge me twice. Then I went thru 3 cars. 1. Malibu ********* and it was overheating and needed to change oil soon. 2. ****** Corolla screen was not turning on. 3. ****** Sentra finally got it right.

  

  Business Response

  Date: 12/02/2024

  Dear ***** *********,
  
  Thank you for contacting us.
  
  I understand you are stating you were charged for insurance twice. But unfortunately you have reached PlatePass.We can help with tolls or fines. I apologize that we are unable to help you with this issue.
  
  You will have to contact Dollar Rent A Car customer service. The phone number I have for them is ***************.
  
  Thank you for contacting PlatePass
  
  **** *. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  **************************************************************** | ******************************