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:06/17/2024

  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 a car from thrifty car rental and no one told me that I will be charged by a third party for toll collecting. I brought my own ez pass which did work, but according to tolls it did not work the whole time. I can't believe that a company is allowed to charge a 9.99 dollar fee for everyday that tolls were charged. The tolls are only 18 dollars and company fee is more than twice the tolls. That is not right taking advantage of customers. My contract is *********. They're is no place in the contract that is allowed the company to charge these fees. I'm requesting the company to refund those charges to my credit card

  

  Business Response

  Date: 06/18/2024

  Dear *****************************,
  Thank you for contacting us.
  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 see on 6/17/2024 we sent you an email requesting a copy of your transponders individual tolls. In the email it states-
  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.
  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 administrative 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 administrative fees. The toll charges would be considered valid.
  As a one-time courtesy I have refunded your service charges. Please allow 5 business days for the refund of $39.66 to processes.
  Thank you for the opportunity to fix this for you.
  Thank you for contacting PlatePass
  ************ ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  

• Initial Complaint

  Date:06/06/2024

  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.

  I rented a car from Hertz at LGA, and there was no mention of PlatePass during the rental process. My rental agreement number is *********. I did not decline the service intentionally nor did I know its associated costs. I only became aware of its existence when I received a notification of a $144.01 charge on my credit card. Despite having the choice to utilize toll routes, we opted for non-toll roads throughout our journey. Therefore, I anticipate a refund as I never used a toll road or lane and was unaware of having declined PlatePass.

  

  Business Response

  Date: 06/07/2024

  Dear *****************************,
   
  Thank you for contacting us with your billing concerns.
  
  I understand you opted for non-toll roads. Unfortunately, that does not guarantee you will not take a toll road. We make the payments for tolls so that you do not get a citation for tolls getting run with out payment. I have as a one time courtesy refunded these tolls for you. Please allow 5 business days for the refund of $144.01 to process. 
  
  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. 
  
  Thank you for the opportunity to fix this for you. 
  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

  Customer Answer

  Date: 06/07/2024

  
  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:06/04/2024

  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 rented a vehicle with Hertz for over 2 months while my vehicle was in the body shop. I have a corresponder for the toll roads and attempted to pay for the tolls directly but was advised that Hertzs blocked the plate from being paid for by customers. 05/28/2024, 1.5 months after renting the vehicle I received a bill for $143.40, out of that $90.00 was in administrative fees. This actions should be labeled as fraud, to overcharge a customer for ******************** and to block the customer for paying their fees should not be allowed. I am requesting a refund / credit of fees.

  

  Business Response

  Date: 06/05/2024

  Dear *********************,
  
  Thank you for contacting us with your billing concerns.
  
  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 $89.91 which is 8 usage days, and $53.49 is the charges for tolls you were charged.
  
  As a courtesy I have waived the administrative fees in full so that you are only being charged for the tolls that were taken. The new balance is $53.49.

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:06/02/2024

  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 utilized Hertz rental car after a TORNADO almost killed me & totaled my vehicle. NOWHERE in the rental agreement/staff was I ever told about this company, or these absurd charges. I have a RIVERLINK account which would have cost me 1/4 or approximately $125 instead of the insane over $500 charges I woke up to this morning. $10 admin fee per day for what?! There has been ZERO communication from Hertz or your bogus organization saying I owed anything. This is appalling to say the least.

  

  Business Response

  Date: 06/03/2024

  Dear *****************************,
  
  Thank you for contacting us with your billing concerns.
  
  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 $256.74 which is 26 usage days, and $265.08 is the charges for tolls you were charged.
  
  As a courtesy I have waived the administrative fees in full so that you are only being charged for the tolls that were taken. Please allow 5 business days for the refund of $214.56 to process.

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:05/12/2024

  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.

  i rented a car from hertz on april 3 till may 7 and never once opened the ezpass i had my own ezpass in the car for the whole duration of my rental. I have no clue why they are charging me ******. even if i would've used they're ezpass it couldn't have accumulated to that amount

  

  Business Response

  Date: 05/14/2024

  Dear ***************************,
   
  Thank you for contacting us with your billing concerns.
   
  After reviewing your account, I see that there were tolls assessed to the transponder. If any tolls are on the vehicle transponder it opts you into the unlimited tolls. This shows it is $25.99 per rental day for the unlimited tolls. If there were no tolls on the transponder it would have charged you whatever the tolls were plus a $9.99 per calendar usage day administrative fee. As a one-time courtesy I have waived this rental agreements toll fees. In the future is you use your own transponder we would just need to see your transponders tolls. We refund any tolls that have been duplicated and all the admin fees since you were trying to not use our service.  

  Thank you for contacting PlatePass

  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  

  
  

  Customer Answer

  Date: 05/14/2024

  
  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:05/10/2024

  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.

  Plate pass is charging a deceptive $21 a day for unlimited toll usage. I could have kept that thing shut and saved $75. This is completely deceptive marketing tactics.

  

  Business Response

  Date: 05/14/2024

  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 $83.96.
   
  I have opted your account out of the ********************** All-****************** By opting out, you will be billed for each toll fee plus a $9.99 administrative fee. The new rate is $15.99, which is a savings of $67.97. Please note, once you have been opted out of this service, you will not be able to opt back in. This means if there are additional tolls reported, you will be billed the toll and a $9.99 administrative fee. Please allow 5 business days for the refund of $67.97.
  
  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

  Customer Answer

  Date: 05/17/2024

  
  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:05/06/2024

  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.

  I was charged by Platepass but it doesn't make sense (1) they charged me for a toll but I paid the toll by cash (2) I tried asking for more information but their website always shows a error when you submit a question. I also tried email which they said I can expect a reponse within 5 business days but 8 business days passed I never heard anything back (3) the convenience fee they charged is even higher than the toll amount they charged.Rental agreement with Hertz ********* I rented another car a week prior to this rental which they charged $26/day even when you were not using the pass on the day. This already doesn't make sense but first time I just paid it. Now the surprise bill just got more surprising and you have no way of getting into contact with them

  

  Business Response

  Date: 05/07/2024

  Dear *****************,
  
  Thank you for contacting us with your billing concerns.
  
  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 2 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. I have included a receipt of your charges that shows the locations, time, and date of the tolls accessed. 
  
  Generally,our policy is below.
  
  If you paid the toll to the toll authority either online or over the phone, please provide any of the following documentation:
  
          A copy of the receipt displaying proof of payment.
          A copy of your bank statement showing direct payment to the toll authority.
          A copy of your personal toll account activity statement.
          A copy of the front and back of the check reflecting the direct payment.
  
  *Please ensure documentation includes payment method, toll location, toll date and time.
  *When e-mailing your documentation, please be aware that I am 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.
  
  Upon receipt, we will review your documentation and provide timely resolution.
  
  As a onetime courtesy I am waving your tolls and fees. Please allow 5 business days for the refund of $38.28 to processes.

  
  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 05/10/2024

  
  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:05/04/2024

  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.

  I rented a car with Hertz between April 26 to April 29, 2024. I used the rental car's built-in EZ Pass transponder one time on Sunday, April 28 to cross the ********************* from ********** to ************. The cost of toll is $4. On May 4, 2024, PlatePass charged me $77.97. This is a criminal amount for a $4 toll. I received the receipt via email, and I tried to use the contact form, and it would not let me submit the form. It always gave an error and told me to complete the form again to submit my message this is not possible because the form is broken.It should be illegal for a company to charge an amount that is 18 times greater than the cost of a toll for one-time use. I have also communicated with Hertz about this and their lack of information regarding the PlatePass system and that it is harmful to partner with such an organization that steals criminal amounts from renters. In the past, I have paid a reasonable fee that was less than $8 plus the cost of toll. $73.97 plus the cost of toll should be illegal.

  

  Business Response

  Date: 05/07/2024

  Dear Tyler *****************************
  
  Thank you for taking the time to contact.
  
  I apologize for any frustration this situation may have caused.
  
  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 $77.97.
  
  
  If the transponder did not pick up the tolls you would have been charged for the tolls you drove, and a $9.99 administrative fee. Making this rentals tolls $13.99.
  
  As a onetime courtesy I have waived this charges in full. Please allow 5 business days for the refund of $77.97.

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 05/09/2024

  
  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,
  
  Tyler Richendollar
  
   
  

• Initial Complaint

  Date:05/02/2024

  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 was provided a vehicle contracted through my insurance company during the repair of my personal vehicle and had three toll charges totaling $26.50. Verra Mobility, dba PlatePass, charged an outrageous $29.97 "convenience fee" which amounted to more than the actual tolls. As I understand it, they charge $9.99 per day that I did not agree to. Shortly after my rental concluded, I added the license plate to my local toll authority account to capture those fees but shortly thereafter, was charged $56.47. I demand a refund of the $41.27 in added fees (convenience fee of $29.97 and $11.30 collection fee) added after the fact by Verra Mobility/PlatePass. This company is a disgrace and should be legislated out of existence in every state they are allowed to extract fees from unsuspecting customers.

  

  Business Response

  Date: 05/03/2024

  Hello *******************,
  
  Thank you for taking the time to contact us.
  
  I understand you added your transponder to the rental. After reviewing your account, I see there was an email sent on 12/22/2023 requesting your transponders individual tolls. Generally, to get a refund we would need to see the duplicate tolls. Our policy is as follows,
  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.
  
  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 administrative 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 administrative fees. The toll charges would be considered valid.
  
  The late fee was assessed when the tolls and fees were not paid for with in 90 days.
  As a one-time courtesy I have refunded your administrative fees and the late fee. Please allow 5 business days for the refund of $41.27

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:04/30/2024

  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 spent 4 months working in *********** from January 5, 2024-April 25, 2024. Normally I live in *******. Shortly before I moved back to ******* I got a parking ticket and went to pay it online. Listed there was another a ticket for a moving violation. Going 29 MPH in a zone that is marked as ************************************************************************************* a school zone, with a maximum speed of 23 MPH during posted times. I was a new driver in the city and had never seen school children on the route. When I went and looked for the signs with the hours posted for the reduced speed, the hours were posted at a barely readable size. In ******** when there is an active school zone, the signs have large flashing lights like at a railroad crossing to catch your attention. In this are the signs had no flashing lights to indicate a reduced speed. I spoke with local residents about it and they confirmed this was a newer program that many people were upset about because of the signs being so poorly visible and easy to miss. As well as it being a camera system that is run by an out of town company. The cost of this ticket is a day's wages for me. When I returned home I found 3 notices of the ticket from a company in *******, not the ***** This feels like harassment. I was not driving and pulled over by an officer. An officer did not decide that going 6 MPH over the school speed limit (and 6MPH under the normally posted speed limit) when no children were present was deserving of a $75 ticket. A camera took a photo and there is no human being to contest this with. Because I was out of town for months and I never received the notice of the violation, I was not able to contest it within the hearing period.

  

  Business Response

  Date: 05/06/2024

  Hello *****,
  
  Thank you reaching out regarding your speed violation however,Verra Mobility it does not control the positioning nor visibility to street signs. If you feel this ticket was issued in error, you will need to contact the local court system and file a dispute as listed on the back on the notice you received. I would recommend calling the number on the back of the notice to see what steps need to be taken. If youre unable to reach a resolution, you would then need to contact the city of *********** directly.

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