Complaints
Customer Complaints Summary
- 279 total complaints in the last 3 years.
- 76 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/20/2024
Type: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.
Ticket number EH158726084. I rented a vehicle from Enterprise with my ez-pass account attached. This toll provider has charged my card the above amount with this ridiculous service fee. Enterprise and this company are charging ez-pass customers for tolls which in return the customer is being charged twice on top of a service fee from this company. Having a ez-pass means you do not have to use any companies service for travel. Enterprise gives this toll company all their license plate numbers and when you use any Turnpike, bridge or parkway, they pick up the plate and overcharge you for the travel as well as this ridiculous fee. This company should not be charging my card anything as I have an active ez-pass account with a device attached. This is not the first time I have gone through this with this Company about charging my card when they shouldn't have. I'm requesting theses fees and charges be credited back to my account as they are not entitled to them. I have also contacted Ez-pass in reference to this issue and the license plate given for the rental is on my account. ****** states they should not be charging me anything as your Ez-pass picked up your travel. I don't work for my funds to be illegally taken from me as a Company sees fit. My ez-pass picks up from every car rental place but so ironically everytime I rent from Enterpise I'm charged from this Company. I believe within myself that this Company and Enterprise are robbing customers since they are refusing to use their services. I want my money back.
Business Response
Date: 04/22/2024
Dear ***********************,
Thank you for reaching out.
I understand you had your own transponder in the rental. I understand it is frustrating to have tolls missed on your transponder/ to be charged on your transponder and by the rental agency.
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 ******************** are 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.
As a one time courtesy have refunded these tolls and fees in full. Please allow 5 business days for the refund of $36.49 to process back to the original form of payment. If this happens in the future we will just need to see the tolls on your transponder to refund anything that is duplicated and any service charge associated with the tolls.
Thank you for contacting Enterprise Rent A Car Tolls.
SUZI B | **************** Representative
**********************
Phone:************ | Fax: ************
Email:*******************************| Website: www.htallc.comInitial Complaint
Date:04/17/2024
Type: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.
In April, I received a Budget Violation Notice for $230 ($200 for the alleged violation amount and $30 for the handling fee). The violation was mailed to Budget on February 1st for $100. The amount then doubled on March 2nd after Budget failed to: 1) timely notify me of the bill and 2) timely handle the bill on my behalf. Budget paid the $200 bill on March 14th and did not, allegedly, inform me of the violation until March 15th. The Rental Agreement does not have a speeding provision. The only applicable agreement provision says: IF YOU FAIL TO PAY any forfeitures, costs, or towing and storage charges for nonmoving traffic violations incurred while you are in possession of the rental or leased vehicle, the rental company may pay those sums and CHARGE TO YOUR CREDIT CARD the amount paid for the forfeitures, costs, or charges plus an administrative fee of not more than $30. The $30 admin fee is not mentioned anywhere else in the agreement.By paying the traffic violation on my behalf, without my consent or notice, Budget chose to act as my agent and then failed to pay in a timely manner. Due to their neglect, the fee doubled another $100 on March 2nd. BUT FOR, sufficient notice of the original $100 bill and/or Budget timely paying the traffic violation by March 1st, the traffic violation would not have doubled. Based on Budgets rental agreement that is silent on traffic violations and due to the fact that I did not have an opportunity to mitigate costs by timely paying the $100 traffic violation by March 1st, I should only be responsible to pay $130 ($100 for the original traffic violation and $30 handling fee). Budget chose to act on their own and when they did, they acted neglectfully. I should not and will not be responsible for their neglect when I did not receive sufficient notice, nor have the opportunity mitigate my damages. I am only willing to pay $130. Any attempt to charge my card $230 is fraud which will be reported to the ** Attorney General.Business Response
Date: 04/18/2024
Hello *************************,
Thank you for contacting us with your violation concerns and apologize for the inconvenience this has caused.
I have reviewed your account and adjusted the amount of Violation F171620816 from $200 to $100. The new account total under Notice Number ************* has been reduced to $130. Your account will be updated within the next 24 hours.
You will be receiving an adjustment in the amount of $100 to your account within the next 5 business days.
If you have any additional questions, feel free contact us.Thank you for choosing Budget.
************ | ****************** Specialist
Budget Violation Processing Service Center
Phone: ************** | Fax: **************
Email: **************** | Website: www.budgetrentalfine.comInitial Complaint
Date:04/16/2024
Type: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 H28334025 PlatePass Invoice ********* Urgent! This company keeps billing me for tolls on a car rental with Hertz. To my knowledge Herts collected the payment when I returned the car. The invoice also adds a service fee even though when I tried to inquire about the invoice on their website, it was down repeatedly. I was never able to reach anyone as wait times are very long. I am demanding the removal of the service fee of ***** and an explanation of charges and why Hertz was not charged. I am demanding a way to pay that is secure.***********************Business Response
Date: 04/17/2024
Hello ***********************,
Thank you for contacting us to make a payment.
The easiest option to make payment would be to pay online. I can provide all the necessary information to log in and make the payment on our website.
Website: ***********************************
In the middle of the page, you will see Print Your Receipt or Pay Now. Select Click here.
Select your rental agency
Log in using Search by Agreement
Renters last name: *********************** <Enter it like this
Rental agreement number:H28334025
Return date of 11/18/2023
Complete Captcha (Im not a robot)
Press Search
Select the Pay Now option in the center of the screen to be directed to US bank for payment
o If the pay now button is not responding, you likely have a pop-up blocker tuned on that is blocking the payment screen from opening. Check your internet browser settings to turn this off.
o If you are using Safari you will need to right click your mouse or use the CTRL/click function on the pay now button to open a new tab for US bank.
Complete required fields to process your payment.
The $32.34 is a late fee for not paying these tolls with in the 90 day grace ******* As a onetime courtesy I have removed the late fee. Please allow 24 hours before you make the payment for tolls. Thank you for contacting PlatePass SUZI B | **************** Representative PlatePass
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comCustomer Answer
Date: 04/17/2024
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:04/12/2024
Type: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.
1. Charged for tolls I never went through.2. Tried to contact the vendor through e-mail but got an error. Email doesn't work.3. No phone number to contact this vendor.Business Response
Date: 04/15/2024
Hello ***********************,
Thank you for contacting us.
I understand you are saying you were not in the area of the toll. After reviewing your account, I see this is an open road toll. You would not have seen a toll booth for this charge. I also understand you could not get a hold of us. I apologize I see there is an email from 4/12/2024, emails are normally responded to in 1-2 business days. I also have a note on this account showing this was put into review. I am happy to see you found out phone number.
As a one-time courtesy I have refunded this account without the research do to the trouble you had with getting in contact with us. Please allow 5 business days for the refund of $11.31 to process. In the future should you see a toll you are unfamiliar with you will have to put it into review and wait for the for the 1-2 business days process to be completed.
Thank you for contacting PlatePass.
************ | Supervisor
PlatePass
Phone: ************** | Fax: **************
************************************** | www.platepass.comCustomer Answer
Date: 04/15/2024
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:04/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
on march 22 2024 I was charged ****** for toll charges which is insane because I had my own ez pass which I used and i can't understand how it got to $111 this is crazy and a scam and i need full refund they dint mention all these insane fees !!!the rental agreement number is ********* the rental was from February 12, 2024 until March 12, 2024Business Response
Date: 04/10/2024
Hello *********************,
Thank you for contacting us.
I understand you had your own transponder in the rental 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 ******************** are 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. As a one-time courtesy I have refunded this account $111.50, Please allow 5 business days for the refund to process.
In the future if a toll is assessed to the rental,we will need you to send in your transponders information to review. 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.
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.
I hope you have a wonderful day!
Thank you for contacting PlatePass.
************ | Supervisor
PlatePass
Phone: ************** | Fax: **************
************************************** | www.platepass.comInitial Complaint
Date:04/03/2024
Type: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.
My rental agreement number for this Hertz rental is *********. On January 29th 2024 my apple credit card was charged ***** by Hertz. I received an email from platepass that I owed ***** and that if I didnt pay I would have to deal with a collection agency. I sent proof of payment via email through their customer service email. I was told I had to talk to hertz to resolve the issue since on their end it was marked unpaid. I tried to contact Hertz. They use a call center and I cant get anywhere. I told platepass that it is not my responsibility to negotiate between Hertz and them. I provided proof of payment, the account should be settled, and I dont want to get any more emails and letters about collections.Business Response
Date: 04/05/2024
Hello *****************************,
Thank you for contacting us.
After reviewing your account I see there has not been payment uploaded to our account. I have sent your receipts to research to look into what happened with this charge. I apologize for the confusion. I have also adjusted this account in full.
I hope you have a wonderful day!
Thank you for contacting PlatePass.
************ | Supervisor
PlatePass
Phone: ************** | Fax: **************
************************************** | www.platepass.comInitial Complaint
Date:03/25/2024
Type: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 letter from this company, stating I was being cited for a traffic violation. The citation was later determined to be unsubstantiated and I was had been waived and would receive a refund. I have not received my money and the company only responds with the same, repetitive statement and has yet to refund my money.Business Response
Date: 03/26/2024
Hello ***************************,
Thank you for contacting us.
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.
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email:************************************** | Website: www.platepass.comInitial Complaint
Date:03/25/2024
Type: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 am trying to pay this invoice for them... and their website is not working...It can't find my invoice.... when I tried to call the toll free numbers... it is it is not accepting calls at this time.... (during work hours)I don't want to be charged to be charged late fees nor sent to collections...Business Response
Date: 03/26/2024
Hello ***************************,
Thank you for contacting us to make a payment.
The easiest option to make payment would be to pay online. I can provide all the necessary information to log in and make the payment on our website.
Website: ***********************************
In the middle of the page, you will see Print Your Receipt or Pay Now. Select Click here.
Select your rental agency
Log in using Search by Agreement
Renters last name: ***************************
Rental agreement number:H27430572
Return date of 09/19/2023
Complete Captcha (Im not a robot)
Press Search
Select the Pay Now option in the center of the screen to be directed to US bank for payment
o If the pay now button is not responding, you likely have a pop-up blocker tuned on that is blocking the payment screen from opening. Check your internet browser settings to turn this off.
o If you are using Safari you will need to right click your mouse or use the CTRL/click function on the pay now button to open a new tab for US bank.
Complete required fields to process your payment.
o If your billing address is not located in the US or ******, you will select Is Address Overseas
If the online option doesnt work for you, the next best option is to make a payment through our automated payment system at **************. You can make a payment 24 hours a day.
Please select Option 1 to be redirected to make a secure payment.
You will need to have your invoice number and credit card available.
Your invoice number is: 210663001
You may also make a payment by calling us. please call us at ************** between the hours of 9:00 am and 5:30 pm EST Mon-Fri. Please have your rental agreement number ready (H27430572).
Thank you for contacting PlatePass
SUZI B | **************** Representative **********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.comCustomer Answer
Date: 03/26/2024
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:03/23/2024
Type: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.
PlatePass.com service charged me a wildly excessive fee ($699.75) for an "All inclusive" service even though I opted out of it at the beginning. I drove on a toll road for 2 days, expecting to only pay the tolls of which I had incurred, yet was charged an insane fee for the entire month, most of which I did not even drive on a toll road. Neither the Hertz rental agent, nor my Hertz contract emailed to me, described the process or me opting in to such a service after I had opted out of it. This feels like an egregious scam. I am willing to pay for the tolls I have incurred plus a modest service fee for the days I actually used the transponder, NOT hundreds of dollars more for 30 days of no use!Business Response
Date: 03/25/2024
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 $699.75.
If the transponder box had not been opened, you would have been billed for each toll fee plus a $9.99 administrative fee. That total would be $32.94. In future rentals with Hertz if you do not wish to be charged the all-inclusive rate, please make sure the transponder box is closed. If something like this happens again, please contact us at ************. I have as a courtesy I have waived these tolls and fees.
Thank you
SUZI B | **************** Representative
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:03/17/2024
Type: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.
American Traffic Solutions (parent company Verra Mobility) incorrectly processed paperwork for a traffic speed camera ticket. I completed the paperwork to contest a ticket by mail by filling out the check box on a ticket form and submitting 7 pages of documentation. The correct method of handling this paperwork is to enter that I have contested the ticket by mail and to ensure that the statement is reviewed by the relevant court officials. American Traffic Solutions did not do this. They received the documents on March 4, 2024 via **** Priority Mail with tracking and delivery confirmation. They entered my documents as correspondence and did not forward them to the proper officials. Instead, I received a letter in the mail that I would now have an in person court date in *******, **********. I do not currently live in *******, **********. This failure to correctly process a simple check box resulted in great stress, time, and additional financial costs. Given the need for clear photos and mail delivery confirmation, I incurred costs at a copy shop for color prints to document the inaccurate claims made by the staff and equipment at American Traffic Solutions. I also paid for Priority Mail because PO Box delivery does not allow for signature confirmation. Now I will have to pay for all of that again to mail these things to the court. Additionally, as a scientist I have carefully analyzed the materials that American Traffic Solutions used to make accusations against me. Using ****** Earth tools to measure distances with satellite imagery and calculating speed from those distances and times provided by the company, I dispute the speed that they reported. Furthermore, I allege that they referred my images for ticketing because the car in question was a rental car with out-of-state plates. I request that they admit the processing error and contact the ******* Municipal Court Photo Enforcement Program rescinding the ticket.Business Response
Date: 03/18/2024
Dear *****************************,
Thank you for contacting us with your billing concerns.
I understand you would like to dispute your ticket. Unfortunately, at this time I can not locate your account. Can you please help me locate your account by either.
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.
Please reattach your original documentation to the reply
I look forward to receiving your response with these details.
Thank you
SUZI B | **************** Representative
**********************
Phone:************** | Fax: **************
Email:************************************** | Website: www.platepass.com
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