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:03/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to pay a fee they reported that I owe. However, they have no way to pay it. I've tried calling their line and without a mailing number, there are no options and no people to talk to. I then tried to contact them by their online option, but after filling out my information the service shows an error and does not work.

  

  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

• Initial Complaint

  Date:03/07/2024

  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.

  They are fraudulently trying to charge me to tolls that were paid and documented on EZ-pass. I requested a refund but they inexplicably denied it because it didn't match a date range the was not on the invoice and when I never had the car. It is clear to me this business is a scam that bills people and adds exobinante fees and then denies any refund request in hopes people will just not pursue it. How this company has a A and not an F rating is beyond me. Attached it frustrating email correspondence with their "customer service" requesting a refund.

  

  Business Response

  Date: 03/08/2024

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

  Thank you for contacting us with your billing concerns.
   
  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 a 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. We have refunded the fees since you never intended on using our service. As a courtesy I have refunded the 3 tolls I can see, Should any other tolls get assessed to this rental agreement you would be responsible for the tolls. Please allow 5 business days for the refund of $5.22 to process. 
    
  Thank you for contacting PlatePass.
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  

  
  

  Customer Answer

  Date: 03/08/2024

  
  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:03/06/2024

  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.

  **** Mobility, through their PlatePass.com service charged me an excessive fee for supposed "use" of their service through a Hertz rental. Neither the Hertz rental agent, nor my Hertz contract emailed to me describes such service or that I had to "activate" the service to not incur a fee. As well, no transponder was identified in the car during the entire rental period. For the entire period of my rental I used my own personal transponder. As well, the itemized charge list shows no toll charges were incurred during the rental period, however the excessive "did not activate" fee was still charged to me.

  

  Business Response

  Date: 03/07/2024

  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 $149.90.
  
  This means a tolls was registered to the transponder in the rental. Any time a toll is registered to the transponder in the rental that rental is automatically added to the PlatePass All-Inclusive Tolling option. As a courtesy I am refunding this account in full. Please allow 5 business days for the refund of $149.90. To avoid this in the future, please make sure you to not open the transponder box in the rental.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com
  

  Customer Answer

  Date: 09/11/2024

  I was never informed, or given the option, to not use PlatePass service. I have my own Massachusetts EZPass account that I enabled but PlatePass has charged me anyway.

  

  Business Response

  Date: 09/12/2024

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

  Thank you for contacting us with your billing concerns.
  
  I understand that you used your own transponder. After reviewing this account, I see you were refunded $149.90 as of 3/8/2024.
  
  In the future should you have a rental that charges you for tolls and you used your own transponder, we will just need you to send in your transponders tolls and will happily refund anything that has been duplicated. There is no need to do that for this rental as you have already been refunded as a courtesy.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Lead
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:03/04/2024

  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.

  Hello, Thank you for your time. I was told that I'm on the "do not rent" list because of a repossession. However, the car was not repossessed, it was returned by me and I rented another car the same day. I was charged two repossession fees and continued to be charged for tickets weeks after the car was returned. I would like a refund and my name remove from the "do not rent" list.,Can you please look into this?

  

  Business Response

  Date: 03/04/2024

  Dear *************************,
  
  Thank you for contacting us.
  

  I understand you would like to get off of the Do Not Rent list. Unfortunately, you have contacted PlatePass,We do work with Hertz we can not help with a repossession charge/fee. Please contact Hertz to get this looked into further.
  
  Thank you for contacting PlatePass.
  SUZI B | Lead Customer Service
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

  Customer Answer

  Date: 03/04/2024

  Thank you for your response.  Can you provide the correct contact information please?

  

  Business Response

  Date: 03/05/2024

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

  Thank you for responding.

  The phone number I have for Hertz customer service is **************. Have a wonderful week!
  
  Thank you for contacting PlatePass.

  SUZI B | ********************* **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

• Initial Complaint

  Date:02/29/2024

  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 am trying to pay a fee they reported that I owe. However, they have no way to pay it. I've tried calling their line and without a mailing number, there are no options and no people to talk to. I then tried to contact them by their online option, but after filling out my information the service shows an error and does not work. I want them to get rid of the charge because they will otherwise try to charge a late fee and it is impossible to pay the original charge.

  

  Business Response

  Date: 03/01/2024

  Dear ***********************,
  
  I apologize for the difficulties. As we discussed after our phone call your notice number is *************. I will talk with who does our phone tree, I understand you were pressing 1 to make a payment, When I called, I pressed 3,3 to get to an agent that would have been able to find you with your rental agreement number. I apologize again for the difficulties.
  
  I hope you have a wonderful weekend.
  
  Thank you for choosing Fox.
  
  SUZI | ***************************************************************** Center
  Phone:************** | Fax: **************
  Email:************************** | Website: www.foxtollsandfines.com

• Initial Complaint

  Date:02/18/2024

  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 woke up to $519 being charged to my bank without my consent, and it was luckily blocked by my bank - informing me that this was a scam and that I should contact ***************** (Hertz) to report TollPass. They were impossible to get on the phone and I was never responded to in my emails that I sent to the company. After much research and taking a look at the rental contract: This was never disclosed on any paper work I received, nor was I warned about this. I was never given the option to opt in or out. The worker at the rental desk didn't mention it. I have a photo of the physical ez pass transponder in the car and it did not warn of an "all-inclusive rate as applicable to your rental period". I never agreed to that! And thanks to the internet, I see that this same thing has happened to many more people. This is a complete scam! I can't afford that! I even documented every toll I took, and I know exactly when, where, and how much I should owe! And I'll pay what I owe in Tolls, but nothing else. Some roads were "Toll by Plate" and you didn't have a choice but to keep moving, there was nowhere to pay cash, and I assumed I'd get an invoice for that when it arrived. I didn't even want to take the toll road! But I had to because the main highway was under construction for a day, and there was no other option! I'm a student who had to rent a car to get to school and work since my 20 year old car was broken down and being repaired. It took several weeks to repair, and I was charged weekly for a transponder toll that I wasn't using and never agreed to. Both the repairs and the rental are hurting me a lot economically right now. I can barely make it paycheck to paycheck, and then I get some scam about a $519 toll? I hope that justice is served and this horrible company is taken down. I've never been charged a "all-inclusive weekly toll charge" from any rental company ever. This is total B.S.

  

  Business Response

  Date: 02/20/2024

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

  Thank you for contacting us with your billing concerns for Rental Agreement 812669885.

  I have reviewed your account, and I see that the PlatePassAll-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 $519.80.

  I have the option to opt your account out of the *********************************** service.  By opting out, you would then be billed for each toll fee plus a $9.99 convenience fee per day of toll usage. The new rate would be $78.66, which is a savings of $441.14. The opt out rate of $78.66 covers 4 tolls plus the 4-day convenience fee of $39.96. As a gesture of good will, I have also removed the daily convenience fee of $39.96. Please allow 72 hours for your account to update to the new balance of $38.70.

  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: 812669885
                Return date of  01/01/2024
  
  If you have any additional questions, feel free to respond to this email.

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

  Customer Answer

  Date: 02/24/2024

  
  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 have paid what I owed in tolls, and will consider this complaint resolved. However, I still believe this company is dirty and I hope that justice is served since this is a total scam that I see has affected many people. 
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:02/16/2024

  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.

  Platepass has been attempting to charge me $140 for not opting in. However, I did request this service because I'm an Uber driver and I do use the tolls quiet often. So someone at Hertz didn't complete the rental agreement properly and platepass is coming after me for it. I would like to have this resolved by adjusting the billing amount to what I actually used, which was one day and two tolls total! I have tried reaching out to platepass twice since January 20th and no contact has been received back. I would like to settle this issue.

  

  Business Response

  Date: 02/16/2024

  Hello *********************,

  Thank you for taking the time to contact us.
  
  After reviewing your account I see the ******************** and fees were fully waived as of 1/26/2024. I looked back at the emails unfortunately for some reason our emails were undeliverable to you. This shows no balance due. If there is anything else I can do to assist in this matter please let me know.

  Thank you for contacting PlatePass.
  

  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

  Customer Answer

  Date: 02/16/2024

  
  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. I apologize for miscommunication and receiving the emails that were stated were sent. I have been checking all folders, even spam. Thanks again.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:02/12/2024

  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.

  I received an invoice from PlatePass for $597.77 in toll charges. I filed a BBB complaint with Hertz reference rental agreement # ********* stating that I did not rent a car during the timeframe they are claiming and I told them I could prove it as I was working. The rental period was 1- 31 July 2023 in Lawrenceville ** ( a place I have NEVER been). I did not file a police report as I felt I could clear this up due to me having solid proof I did not rent this car. Hertz refunded me the money they charged on my government travel card however Platepass was a service they use for toll charges. I have called them and told them the situation and they are not reversing the charges. They stated that I needed to send me a police report or have Hertz send them something. I do not have any documentation as the interaction between myself and Hertz was through BBB and it does not pull up. These are fraudulent charges and I am being bullied to pay even though I can provide evidence it was NOT me.

  

  Business Response

  Date: 02/12/2024

  Hello *******************************,

  Thank you for taking the time to contact us.
  
  I understand you have contacted us before saying this was not your rental. It looks like we did not get the info from Hertz that this was refunded and requested more information for you. As a courtesy I have waved these tolls and fees in full. But we are unable to process any refunds from Hertz. We can only see tolls.  I have waived the $597.77 this will reflect in this account in 24 hours. 
  Thank you for contacting PlatePass.
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  

  
  

  Customer Answer

  Date: 02/13/2024

  
  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:02/10/2024

  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 registered my EZPass transponder with my Hertz rental car's license plate on 11/7/2024. Nevertheless, on the next day (11/8/2024) I was charged a toll via Hertz/Verra Mobility, **plus** a $9.99 fee (ridiculous). I have attached correspondence with the EZPass representatives demonstrating that I did indeed register my rental car's license plate and that it was active at the time the toll was charged erroneously via Verra the next day. Additionally I attach documentation showing many other (successful) toll charges made via the EZPass transponder on the same vehicle and for the same rental period.I request a refund of the spurious toll ($2.50) and the service fee ($9.99).

  

  Business Response

  Date: 02/12/2024

  Hello *************************,

  Thank you for taking the time to contact us regarding your credit card charge.
  
  I understand you had your own transponder on the rental from 11/7/2024. I see a rental here form 1/7/2024-1/14/2024 and after reviewing your transponder and our account it shows this toll was not on your transponder. When you are going through tolls sometimes the transponder does not connect to the tolls 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. As a courtesy I have refunded both the toll and the fee to you.Please allow 3-5 business days for the refund of $12.49 to get back to the original form of payment.

  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:02/05/2024

  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.

  Harrasment

  

  Business Response

  Date: 02/06/2024

  Hello *****************************, 

  Thank you for taking the time to contact us regarding your credit card charge.
   
  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.
  Please reattach your original documentation to the reply
  
  Also, please feel free to contact us at ************. We would love to help you with what ever issues are going on. 
   
  I look forward to receiving your response with these details.
   
  Thank you for contacting PlatePass.
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com