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:09/04/2024

  Type:Sales and Advertising 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 Dollars from ****************** on March 19th and drove to ********* then back to ********** on March 19th. I did opened up the toll tag on the highway 80. However, when I passed the Ohio Turn Pike toll (from **** into ************), I was told the toll tag didn't work. The light didn't turn into green. I had to move the car back and forth without any difference. I was forced to pay the whole high way for **** part. I did call rental company without answer. The charge from my credit card statement is attached. Then I received platepass charge $77.97 on my credit card. The description was All Inclusive FEE for 3 days!! However, it was not true. I paid Ohio Turn Pike myself and was charged this all inclusive fee again!. I disputed the charge from my credit card with explanation. But no one has contacted me, I received from collection company even after I explained what had happened.

  

  Business Response

  Date: 09/05/2024

  Dear ***********,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account and show that the rental was opted in to the PlatePass ***************************** during the travel from ************ to ****. I have forwarded your account along with the Ohio Turnpike payment receipt to our refunds team to both opt you out of the PlatePass ***************************** and to adjust the ********************************** in full. 

  Please allow up to 48 hours for the opt out and adjustment to take place. Once this occurs, we will follow up with you via email at ****************** I do apologize for the inconvenience in this matter.
  
  If you have any further questions, feel free to respond to us.
  
  Thank you for contacting PlatePass.
  
  **************** | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

• Initial Complaint

  Date:09/03/2024

  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 had a week-long rental with Hertz in the *******, ** area. More than a week after returning the vehicle, I was charged $104.95 for "activating the toll reader", and charged for a toll on the ********************, **. Again, rented in *******, **. This egregious and unsubstantiated billing seems to be the norm for this company, how they just arbitrarily fabricate charges and bill them without follow up.

  

  Business Response

  Date: 09/04/2024

  Dear *******************************,
  
  Thank you for contacting us with your billing concerns.
  
  After reviewing your account, I see this account was put into review on 9/3/2024. As a courtesy I have refunded this account before the research has been completed. I apologize for any turmoil this has caused. Your total refund will be $104.95 please allow 5 business days.
  
  Thank you for contacting PlatePass.
  
  ************ | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: www.platepass.com

• Initial Complaint

  Date:08/28/2024

  Type:Customer Service 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. Now I getting a bill from this company for $19.98. I didn't sign up for this. I didn't take any toll roads on my trip. I've traveled those roads for the past 5 years and never paid a toll or gotten a bill. This wasn't In hertz rental agreement otherwise they would of charged my credit card. This feels like a huge scam and I'm wonder how many other customers they get over on. The only option I have are to pay or not to pay which they say will go to collections.

  

  Business Response

  Date: 08/29/2024

  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 $19.98.
  
  If the transponder had not been charged I see there are 2 tolls attached to this rental, one is
  PLAZA-011-GSP/**********/THE AMBOYS-LANE 15X, and the other is PLAZA-13A-****** APRT/**************************-LANE 21X. You would have been charged for the individual tolls plus a $9.99 per usage day administrative fee. Your tolls would have been $14.93. Tolls are generally charged 1-4 weeks after you turn in the rental.
  
  Since this was not explained to you, I have waived the tolls for this account as a courtesy.  In the future if the transponder is charged for a toll you will be charged for the unlimited toll package, Or if a tolls is taken the you will be charged the toll and an administrative fee.
  
  Thank you for contacting PlatePass.
  
  ************ | ************* Care Specialist **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: www.platepass.com

  Customer Answer

  Date: 08/29/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/27/2024

  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.

  Date of transaction: 6/22/2024 Amount of money paid to business: $34.11 PlatePass receipt number:227507378 Hertz rental record number: ********* Rental Start Date: 06/04/2024 Rental End Date: 06/13/2024 Pickup Location: ******* ***** INTL AP Return Location: ******* ***** INTL AP I did not request service from this business. This business got my credit card information from Hertz and charged me for a service I did not request. In fact, I specifically declined this service.This company charges for rental of an electronic toll payment transponder (they call this a "convenience fee") and for tolls that the transponder records.The problem is that I have my own toll payment service (New York EZ-Pass). I have a portable toll payment transponder that I carry with me and use to pay tolls.I want a refund of the convenience fee $29.97 and the tolls charged $4.14, total $34.11.

  

  Business Response

  Date: 08/28/2024

  Dear *****************************,
  
  Thank you for contacting us with your billing concerns.
  
  I understand that you declined our services. The tolling authority has sent us a charge saying these tolls were not paid for. As a courtesy I have refunded these charges. In the future we will just need you to send in your transponder information to refund anything that has been duplicated.
  
  For the future: 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.
  
  I see that this charge has been disputed with your card company. We will need you to get a drop dispute letter form your card company for the refund to fully process.
  
  Thank you for contacting PlatePass.
  
  ************ | ****************** Specialist
  **********************
  Phone: ************** | Fax: *************
  Email: ************************************** |Website: www.platepass.com

• Initial Complaint

  Date:08/20/2024

  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.

  Rental Agreement: *********Last Name: ****** Rental Start Date: 07/24/2024Pickup Location: ******* 1797 ***** CT Rental End Date: 08/16/2024Return Location: ******* 1797 ***** CT Amount Due: $0.00 Thank you for renting with Dollar Rent A Car.Dollar Rent A Car utilizes a service called PlatePass which allows its customers to use cashless lanes or all- electronic tollways without using a personal transponder or paying the toll authority directly. Our records indicate you declined the PlatePass All-Inclusive tolling option at the start of your rental, but during your rental you activated the transponder device affixed to the car windshield and incurred tolls. As a result, the card used for your Dollar Rent A Car was charged the cost of the PlatePass All-Inclusive rate as applicable to your rental period. No further payment or action is necessary. No additional charges will apply if new tolls are received from toll authorities relating to this rental agreement.Summary of PlatePass Charges All-Inclusive Fee: $475.83 Total:$475.83 Amount Charged:$475.83

  

  Business Response

  Date: 08/21/2024

  Hello ******* ******,
   
  Thank you for taking the time to contact us.

  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 $475.83. It looks like you called us on 8/20/2024 to get this looked into. I apologize you were not told that if the transponder picks up at least 1 toll that your tolls would be automatically opted into the unlimited tolling program. If you would like to not have the unlimited tolls charged to your rental the transponder would need to not be utilized. Then you would be charged whatever tolls that were taken plus $9.99 per calendar usage day.
  
  Thank you for contacting PlatePass.
  
  SUZI ******************** Specialist
  **********************
  Phone:************** | Fax: **************
  Email:**************************************************************** | Website: ******************************

  Customer Answer

  Date: 08/21/2024

  While this may be your policy it is something that is happening regularly to people.

  This policy should be changed.  I strongly feel that keeping this policy is disingenuous and unethical.

  After having this problem my self I researched to see if others are having the same issue and it is clear that they are.

  Declining an all inclusive program should default to paying the tolls one by one, not a reactivation of it and also not an activation for the entire rental period.

  This just doesn't seem honest at all.

  

  Business Response

  Date: 08/23/2024

  Dear ******* ******,
  
  Thank you for taking the time to contact us.
  
  I apologize for the inconvenience. It appears that the transponder was activated in the vehicle, which automatically opted you into the PlatePass All-Inclusive Tolling Service. 
  
  If you wish to avoid our service, please make sure that the transponder box is in the closed position when you pick up your rental vehicle. Here 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. 
  
  Option three is to avoid toll roads. 
  
  Option four is to utilize a personal toll tag from the Toll Authority. 
  
  If you have any further questions, feel free to reply back to us.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 08/26/2024

  I still find this to be very bad and misleading business practice.  This policy effectively just puts a very high cost on a service that implies that it is the proper way to pay tolls at a lower cost.

  The fact that almost all users will pay more when activating this device makes it a deceptive business.

   

  The default should clearly not be the all inclusive day charge.  This just seems like a way to try to overcharge.  I feel it is boarding on a scam.

• Initial Complaint

  Date:08/14/2024

  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.

  We received the attached bill from Platepass for supposed toll usage as well as a $9.99 surcharge. The bill does not include the data of the supposed toll, which bridge it was for or any other details. We definitely had our own EZ Pass and used it for the entirety of our trip during this car rental.Please refund the full charge. Beyond this, the $9.99 fee is inappropriate. Even if we had in some bizaro world used your service to pay for tolls at $10 fee on a $3 toll is beyond the pale. Please refund to avoid a charge back with AMEX.

  

  Business Response

  Date: 08/15/2024

  Hello *******************************,
   
  Thank you for taking the time to contact us.
  I understand that you had your own transponder in this rental. After reviewing your account, I see you called on 8/14/2024 where we requested a copy of your transponder individual tolls. I understand it is frustrating to have tolls missed on your transponder. When you are going through tolls sometimes the transponder does not connect to the toll booth. This happens in your personal car as well. But your personal car is attached to your account. When/If the ******************** is missed in the rental car the tolls charge goes to the car's owner.Since we are the car's owner we pay for the toll, this is why you have the toll and the fee.

  I also understand that you are saying you are unable to see your toll that has been assessed from Platepass. If you look around the bottom left corner of the email there is a line that says Need itemized receipt? then directly under that there is a button that says www.platepass.com and all the information you need to see your tolls is in that email as well.
  
  As a onetime courtesy I have refunded this account in full. Please allow 5 business days for the refund of $13.37 to process. In the future, please send in your transponders information to get a refund for anything that has been duplicated.
  
  Thank you for contacting PlatePass.
  
  SUZI B ****************** Specialist
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

  Customer Answer

  Date: 08/15/2024

  
  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,
  
  *******************************
  
   
  

• Initial Complaint

  Date:08/09/2024

  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.

  This company fraudulently charged my credit card for a toll pass that I DECLINED upon pick-up of my rental vehicle from Hertz. I paid CASH for each of the tolls that I passed through and my rental agreement/contract does not reflect the additional toll service, which was optional upon rental and that I DECLINED. I want my money refunded.

  

  Business Response

  Date: 08/09/2024

  Hello *****************************,
   
  Thank you for taking the time to contact us.
  I understand that you paid cash for all your tolls during your rental. After reviewing the details of your inquiry, I found that you are being charged for electronic toll roads.
  
  The ************** reported your rental vehicle driving through 1 toll facilities.These tolls do not have toll booths to pull off and pay the toll in cash. To pay for this toll, you would need your own account or transponder with the toll authority. We paid the tolls to avoid the renter receiving a toll violation.

  As a one time courtesy I have refunded this toll and admin fee. In the future should you take a toll that does not have a toll booth you will be responsible for the tolls and fees that occur. Please allow 5 business days for the refund of $15.99 to process.
  
  Thank you for contacting PlatePass.
  
  SUZI B ****************** Specialist
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

  Customer Answer

  Date: 08/11/2024

  
  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,
  
  *****************************
  
   
  

• Initial Complaint

  Date:07/31/2024

  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.

  Rented a car from **** on 5/31 (returned same day). On 7/26 saw a charge for $157 apparently associated with this rental but received no notice prior to the charge (or since). From looking at reviews on ****** of this **** location (************************) apparently this is associated with a parking ticket incurred by the employees of this location who illegally park their cars on the street and then attempt to pass the parking tickets off on customers. At no time while I was in possession of the rental car did I park in ************* (or anywhere else) or incur any parking or traffic violations. I guarantee that the parking ticket will show a location right next to the **** location (************************************************) and the time of the violation will show that I had not yet taken possession of the car or had already returned it. This charge should be refunded immediately in its entirety. The rentalcarticket.com website also has no records associated with the fine despite trying to look it up using multiple inputs.

  

  Business Response

  Date: 08/01/2024

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

  Thank you for taking the time to contact us. 

  I understand that you were unable to locate your information on Rentalcarticket.com. I have located your account and see the ticket was shortly after you picked up the rental. As a courtesy I have sent this ticket and the service charge to our refunds department. Please allow 5 business days for the refund of $157.00 to process. 
  

  Thank you,

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

  
  

  Customer Answer

  Date: 08/02/2024

  
  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,
  
  *************************-gold
  
   
  

• Initial Complaint

  Date:07/29/2024

  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.

  Rental Agreement: 180541852Rental Start Date: 07/18/2024Rental End Date: 07/21/2024 Pickup Location: ******* ********************** After recently renting a car using Hertz through the President's ****** Program, I was charged $39.87. The Toll Charges were $9.90. The "Convenience Fee" was $29.97 -- this is a *****% fee for the toll. More than 3x the actual toll. I was never asked or offered a toll feature when renting the car. I was not provided with any T&Cs or any information about this. I did not even receive a receipt explaining the charges until days after the credit card charge. This is completely unacceptable predatory behavior akin to payday loans. PlatePass should be ashamed. I will be reporting this to the ************************** and disputing this charge.

  

  Business Response

  Date: 07/30/2024

  Hello ***************************,
  
  Thank you for taking the time to contact us.
  

  The tolling service is currently charged at the rate of $9.99 per day of toll usage plus the actual toll amount. The administrative fee accrued during the rental is $29.97, as there were tolls used on 3 day during the rental period. The terms of the fees are outlined in your rental agreement.
  
  As a courtesy I have waived the administrative fees so you are only paying for the tolls that were taken during the time of this rental. Please allow 5 business days for the refund of $29.97 to process back to your account.
  
  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 ***************
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

• Initial Complaint

  Date:07/25/2024

  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 rented a car from Dollar Rental car 4/5/24 - 4/9/24. When picking up the car, I declined the Plate Pass All ************************** My friend who I traveled with used to live in the area that we were visiting before moving only 5 months ago. With his local knowledge and ****** Maps setting to avoid all tolls, he and I were very careful to avoid all tolls. We often took back roads to avoid them. We returned the car with no damage and paid the invoices as we agreed to before we took the car. Since then, I have been repeatedly contacted via email and **** indicating that I owe Plate Pass $129.95. In my second attachment. *********, a service representative, acknowledges that I did not sign up for their service. Yet, they are trying to get me to pay $129.95 because somehow the service was activated. I've attached a bill as well as an email from a service representative saying they made an error. ********* then offered me a different billing amount, with a caveat that I might be billed for additional tolls. I responded asking her for proof of the rental car passing tolls especially the one that activated the service. Since then, no one will respond to me; however, they keep sending letters and emails demanding payment. When you read *********'s email, she offers that I pay $48.38 which she calculated as $9.99 per day in administrative fees plus the tolls I've encountered. Doing the math myself, 5 days at $9.99 is $49.95. If I encountered a toll, which I have been repeatedly denying, then my bill should be no less than $49.95 in service fees plus the tolls I encountered.I am being scammed by Plate Pass, nobody will reply to my email asking for proof of tolls, and I am still being repeatedly harassed via email and ****. My fear is how many other honest individuals have been scammed by Plate Pass. I am also genuinely worried about my credit score and how that'll affect my future. Please help, BBB. Sincerely, ************************* ************

  

  Business Response

  Date: 07/29/2024

  Hello *************************,
  
  Thank you for taking the time to contact us.
  
  I understand you are stating you did not use any toll roads. I also see that the transponder was activated. Once the transponder is activated it automatically opts you into the unlimited tolling package. Unfortunately, there is no way to give you a receipt with the individual tolls. It looks like we sent an email asking if you wanted to be opted out of the unlimited tolls. If you had accepted, we then would have a receipt showing the individual tolls. As a courtesy I have waived this tolling charge in full.

  I apologize for any confusion. Have a wonderful day!
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com