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:09/23/2025

  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. During the trip I used my own ezpass. Weeks after the return I received a charge from platepass.I contacted platepass because they are charging me in addition to what ezpass did. I sent them the tolls and they claim other tolls were not inlcuded but do not specify which ones and refuse to refund charges for tolls. They claimed they refunded their ***** convenience fee `as a courtesy.' But even that was incomplete, they refunded *****. Overall frustrating a time waste

  

  Business Response

  Date: 09/24/2025

  Dear ******* ********,
  
  Thank you for following up regarding your personal toll tag review.
  
  I understand that a personal transponder was used throughout the rental period. I received your activity statement. Our adjustment 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 convenience fee. 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, we will remove the convenience fee. The toll charges would be considered valid. 
  
  The convenience fee have been refunded. However, your transponder in the vehicle did not register at every toll accessed. Therefore, we paid the missed toll on your behalf to prevent a violation from being issued. The toll charge that was not paid by your transponder cannot be refunded as we have already paid for it.
  
  Im issuing you an adjustment of $27.72 for the remaining tolls. 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.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 09/24/2025

  
  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:09/16/2025

  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.

  Complaint Against PlatePass I rented a vehicle and drove through toll areas. The actual tolls totaled only $3. However, PlatePass charged me an additional $29.95 convenience fee, resulting in a total bill of $33.This practice is extremely excessive and feels predatory. The convenience fee is nearly 10 times the cost of the tolls themselves. While I understand that administrative costs may apply, a $30 fee for processing $3 in tolls is disproportionate and unreasonable.I was not given a clear and fair option to decline PlatePasss services at the time of rental, nor was I made fully aware of the magnitude of the convenience fee compared to the tolls. This has left me feeling taken advantage of as a consumer.Resolution Sought:I am requesting a refund or adjustment of the $29.95 fee so that the charge reflects a reasonable administrative cost relative to the toll amount. I also urge PlatePass to improve disclosure of these fees so that future customers are not misled or subjected to such predatory billing practices.

  

  Business Response

  Date: 09/17/2025

  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 tolling service is currently charged at the rate of $9.99 per day of toll usage plus the actual toll amount. You were charged $29.97, as there were tolls used on 3 days during the rental period.

  If you wish to avoid our service, there are a few alternatives to consider. 
  
  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. 
  
  I have removed the convenience fee of $29.97 as a courtesy. The $3.00 toll amount will remain and can be paid online at ****************************** in 24 hours. I sincerely apologize for any inconvenience. If you have any additional questions, feel free to reach back out.
  
  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  

  Customer Answer

  Date: 09/17/2025

  
  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:09/15/2025

  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.

  Fraudulent charge of $391.44 to my credit card (because Budget Rental shared my credit card information with this company). When we disputed charge, email dated August 1, 2025 admitted charges were invalid and that my credit card would be refunded. Instead, it's been over a month and this charge has not been refunded. I'm infuriated that Budget takes no responsibility for giving my credit card information away, and that this company was able to fraudulently charge my card $392. Please see attached email from firm admitting the charges are invalid and stating that my credit card would be refunded.

  

  Business Response

  Date: 09/16/2025

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

  I sincerely apologize for any frustration this may have caused. I have reviewed your account and I was able to identify a discrepancy that indicates that the tolls reported against the vehicle are invalid. An adjustment has been made of $391.44 today and make take 5 business days to post to your card. 

  Again, I apologize for any inconvenience. If you have any additional questions, feel free to reach out. 

  Thank you for choosing Budget.
  
  ******* *. | Lead Customer Care Specialist
  **********************
  Phone: ************ | Fax: ************
  Email: ********************************************* Website: ******************************
  

  Customer Answer

  Date: 09/16/2025

  
  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:09/10/2025

  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.

  Fraud fee of $62.27 was charged at my credit card from Verra Mobility, Tollpass and Enterprise car rental. When I rented a car, I drove to *******, ******** meeting, roxborough and *********. A few weeks later, I was sent a conflicting report saying that I had driven almost to ********** and used reading exit on the turnpike. I have photos of where I actually drove. I sent the company my car photos from iPhone in *******, ********* and ******** meeting as evidence. There have been extra fraud cases involving turnpike fees to drivers in this area exactly so I hope this company toll pass will correct this error in their records and refund the fee of $62.27 that they charged me.

  

  Business Response

  Date: 09/11/2025

  Dear ***** ****,
  
  Thank you for contacting us.
  
  At this time, we are unable to locate a discrepancy with the tolls reported, however as we value you as a renter, we will remove the disputed fees of $62.27. Please allow up to 5 business days for the adjustment to process to your account.
  
  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting Enterprise Rent A Car Tolls.
  
  ****** *. | Lead Customer Care Specialist
  **********************
  Phone: ************ | Fax: ************
  Email: ************************************************ Website: ******************

  Customer Answer

  Date: 09/11/2025

  
  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:09/04/2025

  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.

  When signing a contract with this company, it was written that I would be charged a toll and additional fee on days where I used the transponder. After using it for 1 day and through 1 toll, I was then charged the price of inclusive tolls for 5 days. This was not what was in the agreement I signed and the company has been unable to provide backup information/validation for their fee charging when I called to request information.

  

  Business Response

  Date: 09/04/2025

  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 $129.95. I sincerely apologize for any inconvenience this has caused. The account has been adjusted to the toll fee plus the daily usage fee of $32.50.

  The refund of $97.45 will reflect back to your card within 5 business days. If you have any additional questions, feel free to reach out. 

  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

• Initial Complaint

  Date:09/03/2025

  Type:Customer Service 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.

  Rented a car from Dollar. Received a bill 3 weeks later from a company called PlatePass with a bill for toll roads for $31.16, of which, $20.22 are "administrative fees". I assumed all rental cars have EZ Pass and that the amount would be added to my rental bill when I returned the car. Instead, I get a bill from this parasitic company. I was never informed by the rental company that I was responsible to pay tolls, nor was I informed that they use a third-party parasite company to collect tolls and charge "administrative fees."

  

  Business Response

  Date: 09/04/2025

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

  I have reviewed your account and concerns and I sincerely apologize for any inconvenience this may have caused. Tolls are charged once the information is reported to us from the toll authority. The information is reported to us approximately 2-8 weeks after a rental period, depending on the toll authority. The tolling service is currently charged at the rate of $9.99 per day of toll usage plus the actual toll amount. You were charged $19.98, as there were tolls used on 2 days during the rental period.

  As we value you as a renter, I have removed the disputed fees of $31.16. No further action is required at this time. Feel free to reach out for any further questions. 

  Thank you for contacting PlatePass.
  
  ******* *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************
  

• Initial Complaint

  Date:08/26/2025

  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.

  I rented a car in June from Hertz rental car. At that time, I declined the plate pass all inclusive toll package, as I would not be driving through enough tolls to warrant paying for this service. I was charged for this service anyway, despite my declining of the offer. I emailed the company in June about this, and was eventually told weeks later that they would refund my account in the amount of $62.91. It has been over two months and I have still not received the refund, or the requested explanation for these charges. I have seen online that many people have experienced this, and I would like an explanation as to how this is allowed to happen, despite the customers explicit refusal of the ********************.

  

  Business Response

  Date: 08/27/2025

  Dear ******** *****,
  
  Thank you for contacting us with your concerns.
  
  I have reviewed your account and show an email was sent to our accounting team for an update on 08/22/2025. We have received an update stating a new check for the correct address *********************************************, was printed on 08/15/2025. They will mail this check out as soon as possible. Please allow 3-4 weeks for the check to be mailed and received. I apologize for the inconvenience in this case.
  
  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: ******************************

• Initial Complaint

  Date:08/26/2025

  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.

  I rented a car in ******* from Hertz and had my own EZ Pass device. I was charged a convenience fee of $9.99 that was in error and when I contacted PlatePass in APRIL , I was told they would send me a check for the overcharge. I have contacted them via email and phone several times since April. Every time I communicate with someone they tell me a check is on the way; wait a few weeks, and call again if I do not receive payment. I have not received a check and it has been months. I call back or email and am once again told to wait and a check is coming. It has been 4 months, I am just wanting to be reimbursed for the overcharge that was in error. I am getting no where with this company. They have running copy of all of my contacts with them and I have informed them that I would be filing a complaint with the BBB.

  

  Business Response

  Date: 08/27/2025

  Dear ******* *******,
  
  Thank you for contacting us with your concerns.
  
  I have reviewed your account and have sent an expedited request for the refund checks in the amount of $9.99 (two checks). This will be mailed to ***********************************************************************************************. Once we hear back from our accounting team with an update, we will follow up via email. I deeply apologize for the inconvenience in this matter.
  
  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: ******************************
  

• Initial Complaint

  Date:08/20/2025

  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.

  I rented a vehicle from **** (Rental Agreement U797370276) from April 10 to April 16, 2025. I used my personal E-ZPass for tolls. After returning the vehicle, I was surprised to find I continued being charged tolls linked to that cars license plate ***********, totaling ************* charges occurred after the vehicle was returned and were made by other drivers. When I contacted Verra Mobility, I was told they could not assist since the tolls were charged directly to my E-ZPass account. I contacted ******************** multiple times and requested escalation, but the issue was dismissed. Im requesting BBBs help in resolving this matter fairly.I am asking for a refund or partial relief due to the unfair financial burden this situation has caused. Ive attached my rental receipt and toll statement showing the dates and charges.

  

  Business Response

  Date: 08/21/2025

  Dear ***** ******,

  Thank you for contacting us with your concerns.

  I sincerely apologize for any inconvenience this has caused you. Unfortunately since these charges were not made by our company, we cannot assist with the refunding. Please try contacting Ezpass as they have made these direct charges. I hope this information is helpful. 

  If you have any additional questions, feel free to respond.

  Thank you for choosing Avis.
  
  ******* *. | Lead Customer Care Specialist
  **********************
  Phone: ************ | Fax: ************
  Email: ********************************************* Website: ******************************
  

• Initial Complaint

  Date:08/19/2025

  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.

  I received a $1000 citation in the mail from this organization claiming I passed a school bus with the stop arm extended. I reviewed the video and the stop arm was starting to extend as I was passing going in the opposite direction and 5 lanes away from the stopped bus on highway. There was simply not enough time to come to a complete stop without causing an accident. Not only that but it highly unsafe to unload school children on this highway.

  

  Business Response

  Date: 08/20/2025

  Dear ****** ***,

  Thank you for taking the time to contact us regarding your credit card charge.
  
  I sincerely apologize for any inconvenience this has caused. I was unable to locate an account with the information provided. To better assist you, please provide the following information: 
  
  Name of the rental car company;
  Name and address of the primary renter as it appears on the rental record;
  Rental agreement number;
  Or;
  The first six numbers of the credit card that was charged;
  The last four numbers of the credit card that was charged;
  The credit card expiration date;
  The credit card transaction date; and 
  The amount charged to the credit card.
  
  I look forward to receiving your response with these details.

  Thank you for choosing Ecare.
  
  ******* *. | Lead Customer Care Specialist
  **********************
  Fax: ************
  Email: ********************************* Website: **************
  

  Customer Answer

  Date: 08/20/2025

  This has nothing to do with tolls or rentals. Did anyone even bother to read the complaint? This is in regards to a school bus stop arm ticket.

  

  Business Response

  Date: 08/27/2025

  Dear ****** ***,

  Thank you for your inquiry.
  
  The City of ********, ******* issued you a citation.  The citation was not issued by Verra Mobility. If you wish to dispute, you must follow the instructions on your citation which includes appearing in court on a specified court date.  If you have already initiated this process and appeared in court, you can contact the City of Marietta Court at ************ for further information.
  
  Thank you,
  
  ***** *.
  VERRA MOBILITY
  **************************
  

  
  

  Customer Answer

  Date: 08/28/2025

  I already did that. This complaint is against your organization for these fraudulent practices. Youre sending footage over from a camera thats triggered at the bus drivers leisure and without enough warning for the driver to safely come to a complete stop. Total scam!!!