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:11/20/2024

  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 writing to formally file a complaint against PlatePass for their predatory business practices and unfair charges. On a recent rental with Hertz, I incurred a toll charge of $6.58, only to find that PlatePass added an exorbitant convenience fee of $29.97, bringing the total to $36.55. This convenience fee represents an outrageous 450% markup on the actual toll, which is neither fair nor justified.From my experience, PlatePass appears to exploit rental customers with deceptive practices. Despite thoroughly inspecting my Tesla Hertz rental vehicle, I found no accessible way to opt out of their service or block the PlatePass transponder. This left me without any means to avoid these excessive charges.Additionally, there are numerous complaints online and reports of class action lawsuits filed against PlatePass for similar behavior. Their practices seem to rely on coercion and a lack of transparency, creating a system where customers are forced to pay astronomical fees without a viable alternative.Given these unethical practices, I believe PlatePass does not deserve the A+ rating they currently hold with the BBB. I urge the BBB to reconsider their rating based on the widespread reports of their predatory fees and lack of transparency.I kindly request a review of my complaint and action against PlatePass to prevent other consumers from falling victim to these exploitative charges.

  

  Business Response

  Date: 11/20/2024

  Dear **** ******,
  
  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 $27.97 which is 2 usage days.

  As a courtesy I have waived your administrative fee. Please allow 5 business days for the refund of $27.97.
  
  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.
  
  Other wise you will charged for the tolls and any administrative fee in the future.
  
  Thank you for contacting PlatePass
  
  **** *. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  **************************************************************** | ******************************

• Initial Complaint

  Date:11/12/2024

  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.

  I rented a car online with Fox Rent-A-Car for a trip to ********* on March 25, 2024. When I appeared at the airport Fox Rent-A-********** they did not have a car so they sent me to Economy Rent-a-Car. I was told that I would be reimbursed for the $110 up charge for the car at Economy Rent-A-Car, which is located at **************************************************. The rate I was quoted online for Fox Rent-A-Car was $240 and the Economy rent-A-Car rate was $350. I was assured that Fox Rent-A-Car would reimburse me for the additional $110 so I rented the vehicle at the Economy Rent-A-Car rental office. In spite of having attempted to contact ***** *****, **************, at Fox several times I have not been able to get my refund. I am hopeful that you will contact them and that you will be able to recover my $110. Also, a couple of months earlier my daughter had a similar experience with ***. So, it appears that Fox is using a predatory practice. My off sale form number from Fox Rent-A-Car is FFX0470A88 and is dated March 25, 2024. The number on my Economy rent a car receipt is RA# SAN- ***** and its dated March 25, 2024.

  

  Business Response

  Date: 11/13/2024

  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 Fox 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 choosing Fox.
  
  ****** *. | Lead Customer Care Specialist
  ********************** Service Center
  Phone: ************** | Fax: ************** 
  Email: ********************* | Website: ******************************

  Customer Answer

  Date: 11/13/2024

  I have already spoken with *** and they assured me that they would give me a refund however they have failed to do so. I have also called and emailed several times but I do not get a response. Their phone is never answered by a live person. The only option is to leave messages. Also emails are not responded to. Therefore, your recommendation to contact *** directly is not tenable. I am asking that you contact *** directly and Cate coordinate with Fox such that they will provide my refund as they will not respond to me.

  

  Business Response

  Date: 11/14/2024

  Dear ******** *****,
  
  Thank you for contacting us with your rental billing concerns.
  
  I understand your frustration with Fox Rent A Car. However, we are unable to assist as we do not handle the rental billing. As a business partner, we process tolls and violations that incur during ***********. Please contact *** directly for further assistance. They can be reached by:
  
  Phone: ************
  Email:**********************************************
  
  I apologize that I am unable to assist further.
  
  Thank you for choosing Fox.
  
  ****** *. | Lead Customer Care Specialist
  ********************** Service Center
  Phone: ************** | Fax: *************
  Email: ********************* |Website: ******************************

  Customer Answer

  Date: 11/14/2024

  as I explained before, I have tried numerous times to contact them and they do not respond. I would appreciate it if you would let the Better Business Bureau in ********* know that you cannot handle this complaint and ask them to direct it to ********-A-Car in *********. Thanks so much for your cooperation.

• Initial Complaint

  Date:11/06/2024

  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 rent a car periodically for my job and employer. I have a ipass toll tag that takes tolls out for my vehicle whenever I travel that i get charged for. Every time I rent a car they used to ask me do I need the toll pass from the company (Hertz) however I decline it as I do not need it I have my own tolls that are taken from my toll tag and charged accordingly.I have been getting charges on my card sent to me saying that I have been using the toll pass and ai even contacted plate pass to get proof of what tolls I have been going through. The company then says I need to send them information of the vehicles placed on my account, which I did. I then get an email saying that the information I supplied was not good enough, or I had to use another format of information and I supplied that to them as well. My last phone conversation with them was to ask if I could send the information again, and now call them back to double check if they got it, This is POOR customer service, and not only this a **** to collect additional money from customers that use the toll service and do the right thing. I am asking for my funds to be reversed back to my credit card for what I have been charged and not be taken through this hassle over and over again.

  

  Business Response

  Date: 11/06/2024

  Dear ****** ******,
  
  Thank you for contacting us with your billing concerns.
  
  I understand that you used your own transponder during the time of your rental. Unfortunately, you sent in your information as an excel spreadsheet. We are unable to accept your transponders information in that format. We need it in PDF format. As a one time courtesy I have waived the tolls and fees for this rental. Unfortunately in the future should tolls be assessed to the rental you were in we will need you to send in your transponder tolling information for the time of your rental- 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.
  
  Please allow 5 business days for the refund of $44.94.
  
  Thank you for contacting PlatePass
  
  **** *. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  **************************************************************** | ******************************

• Initial Complaint

  Date:10/23/2024

  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.

  I received a ticket in the mail for supposedly speeding; the video clip that they have on me doesn't show a speed limit sign. No Speed limit sign in the area. There is no way of telling how fast that I was going from that video clip. I couldn't obey a speed limit sign that is was not THERE.There form doesn't allow me to plead my case.

  

  Business Response

  Date: 10/24/2024

  Dear ****** *****,
  
  Thank you for contacting us.
  
  After reviewing your complaint, I do not believe you have gotten to the correct company. I would suggest you contacting the issuing authority to get this looked into further. Unfortunately,we do not work with privately owned vehicles.
  
  Best of luck to your endeavors.
  
  **** *. | Lead Customer Care Specialist
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

• Initial Complaint

  Date:10/12/2024

  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.

  We came to ******* to visit family and rented a car through the ************ from Hertz. Original invoice was $323 for one week of rental, which was fine with us. We use the car for numerous trips in and around the area, but the air conditioning was not fully functioning well and my wife has COPD so as we would exit the car, we would leave the doors open with the air conditioner on, so the air would continue to circulate for my wifes condition. When I return the car, I was charged $400 for a car wash and was astounded as to what the charge was actually for. We were told it was from smoking in the car, which, as I previously stated, we had left the doors open at all times when we stopped. Any thing could have blown into the car along with the scorpion that we found. I would like my whole rental amount refunded and a curtsey rental for the future.

  

  Business Response

  Date: 10/14/2024

  Dear Kevin Dedobbelaere,
  
  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: 800-654-4173
  Email: [email protected]
  
  I apologize that I am unable to assist further.
  
  Thank you for contacting PlatePass®.
  
  Deanna B. | Lead Customer Care Specialist
  PlatePass® 
  Phone: (877) 411-4300 | Fax: (602) 391-2049
  Email: [email protected] | Website: www.platepass.com

  Customer Answer

  Date: 10/14/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22416374, 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,
  
  
  
  Kevin Dedobbelaere
  
  
  
   
  

• Initial Complaint

  Date:10/11/2024

  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.

  Charged for a $49.00 convenience fee for 3rd party pay for toll by plate- using the rental car company toll pay by plate. I was never offered this service, otherwise would have declined as I already have pay by plate account. I didn't agree to this service. The company refunded me $24. I am looking for the balance due to me for $54.00

  

  Business Response

  Date: 10/14/2024

  Dear Heather Lawrence,
  
  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 04/04/2024 to 04/11/2024, the Toll Authority reported 7 toll charge(s) to the license plate of the rental vehicle. The PlatePass® 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 $54.35. The administrative is charged at $9.99 per toll usage day. The terms of the fees are outlined in your rental agreement.
  
  However, as we value you as a renter, I’m issuing you an adjustment of $29.37 for the tolls and the remaining convenience fee. 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 to this email.
  
  Thank you for contacting PlatePass®.
  
  Deanna B. | Lead Customer Care Specialist
  PlatePass® 
  Phone: (877) 411-4300 | Fax: (602) 391-2049
  Email: [email protected] | Website: www.platepass.com

• Initial Complaint

  Date:10/01/2024

  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.

  ********** MCO agent told me I had the option of either purchasing a toll pass per day or do a pay-by-plate. The toll pass is $12/day which is way more than what I would pay ($2) if I did pay-by-plate, so I went with that option. However, on 9/23, I called the FL toll road agency and they said that they cannot accept payment for a pay-by-plate for a rental car and gave me Foxs toll number- American Traffic Solutions. I called the number and it was closed. On 9/26, I had to quickly turn in my vehicle early due to an incoming hurricane and make my flight back home. I took the toll road again, and this time I took cash with me. However, the toll road turned off the cash option and due to the incoming hurricane. Upon my arrival at the airport I called American Traffic Solutions. The lady yelled at me! She was extremely rude! Also, the only options she gave me was pay the $12/day pass ($60) or pay the toll plus a $15 charge for each occurrence ($38). In addition, this would be mailed to me in 4-6 weeks. I am on a work trip and need to claim this for reimbursement within 3 business days; also we do not have the luxury to wait on it due to the end of fiscal year. The lady also told me to handle it at the ************** or complain to ***. Again, FL toll said they cant help and *** seems to not ever allow me to talk to a manager at *******. I called Fox. No answer! No assistance. All this for a $4 charge! The ******* agent has twice now given me the wrong information and it has cost money. I feel as if he is trying to con me for extra money. The Fox toll lady was rude and should not be in a customer service role. Both ********************** and Fox Rental MCO are crooks. Telling me I can do a pay-by-plate, but not telling me it will cost an extra $15 per occurrence. Either he doesnt know his job, or he is a liar, or he is a *****.

  

  Business Response

  Date: 10/03/2024

  Dear ******** ********,
  
  Thank you for contacting us with your billing concerns.
  
  At this time, I do not see any toll charges have posted to your account. Toll authorities typically report tolls 2-8 weeks after the return of the rental vehicle. Once we receive toll charges, we will charge the credit card on file with the rental agency. If there is no card on file, you will receive an invoice in the mail. 
  
  The current billing for Fox is the tolls plus an administrative fee of $15.00 per toll up to 6 tolls where the fee maxes out at $90.00. As the tolls were not yet reported, we can not make any adjustments as of yet. Once you receive the mailed notice from Fox/ATS, we can then assist you in removing any administrative fees leaving only the toll charges.
  
  If you have any further questions, feel free to respond.
  
  Thank you for choosing Fox.
  
  ****** *. | Lead Customer Care Specialist
  ********************** Service Center
  Phone: ************** | Fax: ************** 
  Email: ********************* | Website: ****************************** 

• Initial Complaint

  Date:09/20/2024

  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.

  I rented a car from Hertz Rental car on September 7, 2024. I did not opt into an all inclusive fee with a daily rate of $27.99 a day, as I used my own EZ pass for tolls on the way down. I did not incur any tolls on the 2 middle days of the rental. I did incur approximately $29.64. I am more than happy to pay back what i i actually used, plus a reasonable service fee, but to charge me $111,.96 on under $30.00 in tolls is outrageous and borderline fraud. I also asked for an invoice showing the detailed charges for actual tolls billed to the car when it was being used, but they can not provide that.9/10/2024All Inclusive Fee: 4 days @ $27.99/day, Max $139.95/week$111.96

  

  Business Response

  Date: 09/23/2024

  Dear ****** ****,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I see that the PlatePass All-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $111.96.
  
  I also see you called in on 9/20/2024 where we requested your personal transponders tolling information. With that we would refund anything that has been duplicated and the full service charge. Unfortunately, once the transponders charged in the rental it automatically opts you into the unlimited tolling package. In the future you will just have to provide your transponder information for a refund of anything that has been duplicated.
  
  As a courtesy I have waived this toll charge from this account. Please allow up to 3-5 business days for the adjustment to post back to your account.
  
  Thank you for contacting PlatePass.
  
  Suzi  B. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

• Initial Complaint

  Date:09/19/2024

  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.

  I rented an EV through Hertz in ** the week of 8/19/2024. I explicitly declined the all inclusive platepass option at vehicle pick up, and never once opened the transponder box (I have photos before pick up and after drop off, it was firmly closed). I also actively avoided toll roads and am sure that I never incurred tolls. A few weeks later, platepass sent me an invoice saying that I used the platepass transponder and incurred tolls and now owe $129.95 for the week of my rental, without providing any information on when and where tolls were reported. I emailed them and asked for a list of toll records but they only said "we were unable to identify any discrepancies indicating that the tolls reported against the vehicle are invalid". What's more, they asked ME for proof that I was not in the toll location by providing "documentation placing you in an alternate location". They should be the one proving that I incurred tolls, not the other way around. This fraudulent behavior is absolutely unacceptable.

  

  Business Response

  Date: 09/20/2024

  Dear Binglun Shao,
  
  Thank you for contacting us with your billing concerns.
  
  I understand that you actively avoided toll roads. Unfortunately, the tolling authority is stating this rental was on toll roads. After reviewing your account, I see the transponder was charged for tolls. Once the transponder is activated renters are automatically opted into the unlimited tolling package. For this rental it looks like the unlimited tolling package was $25.99 per rental agreement day. If we were to opt you out of the unlimited tolling package it would charge for every individual toll plus the $9.99 per calendar toll usage day. The total would have been $238.31.
  
  I see this account has been reviewed and they were unable to see any time constraints/ vehicle information matches. In the future we would just need a receipt showing you were not in the area of the tolls. The receipt would need to show the time date and location.
  
  As a courtesy I have waived this tolling account. The adjustment of $129.95 will take 24 hours to process for this account.Your new balance is $0.00.
  
  Thank you for contacting PlatePass.
  
  Suzi  B. | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: ******************************

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising 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.

  Rental agreement #********* Receipt #********* I rented a car with Hertz. I had no plans on taking any tolls, but was forced onto a toll road as the the flow of traffic was heavy and drivers would not let me merge out of the toll road exit lane. This traffic maneuver took in the wrong direction, and I had to go out of my way to get back onto the freeway in the direction I needed to go. I took no other tolls on this trip and had NOT planned on taking that toll! I have contacted this company multiple times and have been provided with confusing and contradictory responses. I was asked to prove I was not in the car at the time of the toll charge?? I was told my $19.99 would be reduced by half, and I was only responsible for $9.99. After that, I was told I had to pay the whole thing!??I would like this bill voided as I was forced onto a toll road due to traffic and had to go out of my way in order to head back in the direction I needed to go.

  

  Business Response

  Date: 09/11/2024

  Dear *****************************,

  Thank you for taking the time to contact us.

  I understand that you did not mean to take a toll road. Unfortunately,tolls are assed from the tolling authority and are sent to us. Renters are responsible for tolls and fees. As a one-time courtesy I have waived $19.35 in full please allow 5 business days for the refund to process back to the original form of payment. In the future should a toll be taken; you will be responsible for the tolls and fees.

  Thank you,

  SUZI *********************** Representative
  ********************** Violation Processing Service Center
  Phone: ************** | Fax: **************
  Email: ************** | Website: www.avisrentalfine.com

  Customer Answer

  Date: 09/11/2024

  
  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,
  
  Mrs ************