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:12/01/2023

  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.

  There is a scam going on with rental car companies tracking all there rental cars unknown to drivers and telling them they have a violation from the **************** they use this name as a scare tactics to give the impression they are a government agency. You get a bill or notice from the rental company that they gave your name to them to bill you for some violation plus the rental company charges a handling additional fee. Its a racket.. I rented a car from Enterprise at MSY and as a police officer the address location on the violation is bogus. This company and Enterprise figured a way to get more money out of each rental car customer by using a scare tactic from a company in *******. I will have updates on this practice with local news outlets investigative reporter with TV6, WWL-TV, This device in the vehicles tracks your location, speed, time and distance with calculates how fast you are going its a fleet management system but its being used in an unfair practice against it rental customers. They are slamming credit cards.

  

  Business Response

  Date: 12/04/2023

  Dear ***********************************,
  
  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:
  
  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 for contacting Enterprise Rent A Car Tolls.
  
  SUZI B | **************** Representative
  **********************
  Phone:************ | Fax: ************
  Email:*********************************************| Website: www.htallc.com

• Initial Complaint

  Date:11/18/2023

  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 September ****, 2023, with Hertz. I attempted to use my **Z Pass during that period. Unfortunately, the transponder failed. It is likely that was a weak battery. They had to send me a replacement. The tolls never posted. Nearly two weeks later, it was posted on Plate Pass instead at the full price with a $9/99 per day administration fee. it took another week for two more tolls to post. It is likely that Tolls By Mail notified Hertz and forwarded it to Plate Pass. I was charged a total of $29.97 for September 8,9, and 10. They gave me a 50%, $14.98 refund. Plate Pass state that if there is no toll activity on your toll tag statement, but the license plate was registered, then we will remove the convenience fees. The toll charges would be considered valid. I sent them the toll activity from Plate Pass with the date, time, and location of each toll. I sent them **ZPass ********** policy that states, do not add rental car information to your **ZPass account. However, you can use your **ZPass Tag in any vehicle of the same class. Therefore, I could not register the plate with **ZPass. Every time I emailed Plate Pass, I was given an excuse that they needed more information. It takes up to 5 days to respond. First, they wanted toll information with **********, and location. I already sent that. Next, they wanted the **ZPass statement. If no recent tolls posted, how can there be a statement? I sent the most recent post, which was from last year when the transponder worked. It sounds like an excuse not to refund the remaining $14.99. I sent Plate Pass everything they needed to refund the full administration fees. It is not my fault that cannot register the plate with **ZPass ********. That is their policy not mine, I do not expect them to refund the difference from the **ZPass discount. My rental agreement number is *********. Plate Pass stop responding to my email. Thank you,***********************

  

  Business Response

  Date: 11/20/2023

  Dear ***********************,
  
  Thank you for contacting us with your billing concerns for rental agreement 571338784.
  
  After looking into your account, I see that you have emailed ** in regard to your tolling stamen. Per the agreement if tolls are missed on your transponder, you will be charged the highest rate the tolls are charged and a $9.99 per usage day administrative fee. I apologize this was not explained verbally to you at the counter. As a one-time courtesy I have refunded your account in full.  Please allow up to 3-5 business days for the adjustment of $31.07 to post back to your account. In the future if your transponder does not pick up the tolls you will be responsible tolls and administrative fees.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

• Initial Complaint

  Date:11/14/2023

  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.

  To Whom It May ******* at the Better Business Bureau,I am writing to file a formal complaint against Hertz's toll service provider, PlatePass, for what I believe to be unjustified and excessive charges applied to my car rental.Details of the Incident:Rental Date: February 11 Rental Agreement Number: K3993971667 (Hertz)Total Disputed Amount: $44.20 (Toll Charges: $24.22; Convenience Fee: $19.98)The issue revolves around an amount of $24.22 charged for toll fees and a separate $19.98 as a convenience fee during my rental period with Hertz. Despite my efforts to understand the basis of these charges through communication with Hertz and PlatePass, the responses received have not been satisfactory nor have they clarified the reasons for such high fees.I am specifically contesting these charges for the following reasons:Lack of Transparency: There has been no clear breakdown or explanation provided for the toll charges.Excessive Convenience Fee: The convenience fee of $19.98 seems disproportionately high and has not been justified adequately in terms of the service provided.I have attempted to resolve this issue directly with Hertz and PlatePass but have not received a satisfactory response or resolution. As a result, I am seeking the intervention of the BBB to aid in resolving this matter.I request a full refund of the disputed amount of $44.20, along with a detailed explanation of these charges for my records.I have attached relevant documentation (including communication with Hertz and PlatePass, rental agreement, etc.) to support my claim.Thank you for your assistance in this matter. I look forward to a resolution and hope that this complaint will also serve to improve transparency and fairness in Hertz's and PlatePasss billing practices for future customers.Sincerely,***********************

  

  Business Response

  Date: 11/15/2023

  Dear ***********************, 
  
  Thank you for contacting us with your billing concerns for rental agreement 146976631.
   
  I have reviewed your account, and I see that tolls were taken during the time of this rental. Per the rental agreement number renter is responsible for all tolls and $9.99 per calendar usage day. I looked in our system for an email from you to apologize for the delay after reviewing it looks like the only message we have received from you was one from 11/14/2023. I apologize you feel we did not get back to you in a timely manner. I saw the receipt you uploaded, in the future when you rent and want to see your individual tolls, towards the bottom of the email sent to you it says need itemized receipt? Then there is a button that says www.platepass.com, That is where you log in with your last name and rental agreement number to see your tolls. As a one-time courtesy I have refunded your tolls and administrative fees please allow 3-5 business days for the account to be refunded $44.20. 
   
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************* | Fax: **************
  Email:************************************** | Website: www.platepass.com
  
  

  Customer Answer

  Date: 11/15/2023

  
  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:11/05/2023

  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 was invoiced $1,349.10 for all inclusive Plate Pass membership at $14.99 for each day of my 125 day rental, despite declining the membership at the rental counter. I declined unlimited PlatePass membership at the counter for this rental and I affixed my own personal transponder. However it appears, the Hertz transponder was billed for some tolls, despite the cage being closed. This vehicle was rented for a total of 125 days and based on the itemized receipt, tolls were only incurred on the PlatePass transponder for 17 out of the 125 days. I am willing to pay the daily fee, but only for the days where tolls were incurred on the transponder. It is unfair and dishonest to automatically enroll me in the membership a daily rate of $14.99 for the full 125 days as I made sure the PlatePass transponder cage was closed and my personal transponder was mounted. In my ********************) and surrounding states (**) there are no cash tolls options and thus each time I approach a cashless toll camera, I have to entrust that the closed cage Hertz provides will shield it's PlatePass transponder from being read, and only read my personal transponder, which obviously was not. Please modify the amount owed for the daily rate but only for the 17 days ($254.83) the PlatePass transponder was billed and I will pay it. Its obvious the closed cage is not enough protect the transponder from being billed. I also do not have the ability to remove the PlatePass transponder and closed cage as it is fixed to the windshield. Hertz and PlatePass should follow other rental car agencies and NOT mount transponders/cages in the vehicles with drivers who have declined PlatePass coverage as its obvious cages cannot ensure the transponder will not be read/billed. Cages should be completely removable from the windshield and placed in the glove compartment so that only the customer's personal transponder can be read for this to not happen to future customers. I look forward to your response. Thank you

  

  Business Response

  Date: 11/06/2023

  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 $1349.10. Which is $14.99 per rental agreement day.
  
  If you had not opened the transponder box, you would have been charged $298.66 which is the price of the tolls the vehicle was on and the $9.99 per usage day administrative fee. I have as a one-time courtesy I have refunded this account in full. Please allow up to 24 hours for your account to reflect a zero balance.
  
  In the future make sure there are no tolls on the transponder in order to be charged for individual tolls and the administration fee.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************* | Fax: **************
  Email:************************************** | Website: www.platepass.com

  
  

  Customer Answer

  Date: 11/06/2023

  
  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:10/24/2023

  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.

  At no point in the rental booking process was I provided an option for a "PlatePass All-Inclusive tolling option" as you suggest that I "declined" (I even went through the entire booking process just now to see if I missed anything...spoiler alert, I did not), nor in any of my confirmations did it state that there would be a charge for the plate pass every day if it was used even once during the entire rental. It is ridiculous to charge over $500 (nearly half of what the rental itself was) for a single $1 toll, even more so given the fact that you did not disclose it to me at all before, during, or after the booking was made. That would be like me stating that I am charging you a $500 fee for the privilege of allowing you to email me directly as you declined the option to call me. I have copied the media, BBB, and other relevant organizations and will be challenging this absurd fee. Shame on you. This is literally highway robbery.

  

  Business Response

  Date: 10/25/2023

  Dear ***********************************, 
   
  Thank you for taking the time to contact us concerning rental agreement 575301576.
   
  I apologize for any frustration this situation may have caused. 
   
  After reviewing your account, I see you emailed in regard to the all-inclusive toll package. When it says you declined the toll package it means you did not ask at the counter to pay for the all-inclusive rate, But in the rental the transponder box was open when going on a toll road. Once a toll is read by the toll box you will automatically be opted into the all-inclusive toll package. For this rental it is $25.99 per rental agreement day. I see an email has been sent to you offering to opt you out so that you are charged for your individual tolls plus the $9.99 per usage day administrative fee. The new total is $12.15. As a one-time courtesy I have adjusted this account in full. Please allow up to 3-5 business days for the adjustment of $519.80 to post back to your account. 
   
  Thank you for contacting PlatePass.
   
  ************ | Supervisor
  PlatePass 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

• Initial Complaint

  Date:10/09/2023

  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 rented a car from Thrifty Car Rental from 9/23/23 to 10/2/23. I picked the car up at the designated pickup time and returned it approximately two hours before the designated return time. Appropriate charges for the rental and for adding one additional driver to the agreement were made to my credit card at the time of return. That should have been the end of it.Days later, on 10/6/23, I was alerted by my credit card company that an entity named 'THRIFTY TOLL' attempted to charge $90.97 to my account, which was denied pending my confirmation. I contacted the credit card company and confirmed that it was a fraudulent charge and should not be processed. That credit card was disabled, and I will be receiving a replacement in the next few days.On 10/9/23 I received an email from 'PlatePass.com' alleging that I used the rental car on a toll road during the time it was in my possession, and that the $90.97 charge was made as result. THAT IS A FRADULENT CLAIM. The car I rented was NEVER taken on ANY toll road at ANY TIME during MY possession of it.After doing some research I found that PlatePass.com is operated by Verra Mobility, thus I am filing a formal complaint here. These are the details of the rental agreement, copied from that email:Rental Agreement: ********* Last Name: ******* Rental Start Date: 09/23/2023 Pickup Location: ******* ********************* Rental End Date: 10/02/2023 Return Location: ******* ********************* Due Date: 10/21/2023 Amount Due: $90.97 Invoice: ********* I will not pay that fraudulent charge. What I am seeking is a formal and final cancellation of it.Thank you!

  

  Business Response

  Date: 10/10/2023

  Hello  ***************************, 
  
  Thank you for taking the time to contact us concerning rental agreement 579666614.
  
  I apologize for any frustration this situation may have caused.
  
  I understand that you were not on any toll roads and have sent this account to my research department to see what could have happened that these tolls were charged to you. I have started the adjustment process of $90.97. In 24 hours the account will updated in our system.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 10/13/2023

  
  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:10/08/2023

  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 with Hertz on 09/21/2023 and returned it on 09/28/2022, I was charged at Hertz more than it was online, and after returning the car I realized I have been also been charged $90.62. It was never disclosed to me at the time of the rental anything about PlatePass. This fees were never disclosed to me but after the payment was made. My rental agreement number is *********. The location I picked up the car at was ************** WEST HLE.

  

  Business Response

  Date: 10/09/2023

  Dear *************************,
  
  Thank you for taking the time to contact us concerning rental agreement 578388882.
  
  I apologize for any frustration this situation may have caused.
  
  After reviewing your account, I see you opted out of the all-inclusive program. By doing so you agreed to the **** incidental rate plus tolls. The administrative fee accrued during the rental is $59.94, as there were tolls used on 6 day during the rental period. The terms of the fees are outlined in your rental agreement.  I apologize this was not clearly communicated to you at the counter. However, as a one-time courtesy I can remove the administrative charges in full. Please allow 3-5 business days for this amount to reflect on your account. Now you are only paying for the tolls that were taken during the time of your rental.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:10/07/2023

  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 from Hertz in downtown ******* while mine was in the shop and had it from 8/14/23-8/30/23. There were two people in the office when I picked it up, but they were trying to handle me and another customer and also having computer problems, so I'm sure they never explained anything about their toll policy. On Saturday, 8/12, I found myself on the ***********. which I had not thought about beforehand because I rarely travel on it, and saw that I could activate the transponder on the rearview mirror to have it paid, so I did that and got off at the next exit, which is literally a 15-cent toll. I saw that the only other option was cash, but of course this was a cashless toll station, I had no idea how I would be able to pay cash on a rental car, and I assumed that the worst that would happen was that I would have to pay some sort of service charge - maybe $25.I was shocked on Thursday (10/5) when checking my credit card statement to find that just by doing that, I had apparently "opted in" to a $27.99/day charge for the rest of my rental, which worked out to $335.88. This is ridiculous. Maybe there was something about it in the small print of the agreement, but if I had read every word when I rented the car, I doubt I would have remembered that almost a week later, with the toll station coming up and no way of avoiding going through. However, I would rather have paid any violation amount because I'm sure that it never would have come to over ***** times the original charge, as this did when I did the math.

  

  Business Response

  Date: 10/09/2023

  Dear *****************************
  
  Thank you for taking the time to contact us concerning rental agreement H81352434.
  
  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 $335.88.
  
  I apologize that the information regarding the Platepass program was not disclosed to you at the counter and would like to take this opportunity to provide a loyal customer with the best resolution we can give you. I'm going to make a full adjustment to your account as of today which you should see this reflected onto your invoice within 24 to 48 hours.
  
  In the future when you rent from Hertz if the transponder box is opened you will be charged the All-Inclusive Rate. If you go on a toll road and the transponder box is closed, you will be charged what ever the state charges for the toll plus $9.99 per usage day.
  
  If you have any additional questions, feel free to contact us at the below number or E-mail and well be more than happy to assist you with any of your inquiries.
  
  Thank you for contacting PlatePass
  
  Suzi B | **************** Manager
  **********************
  Phone:************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:10/02/2023

  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.

  Never received notice of violation until past due date. Never got a chance to dispute.

  

  Business Response

  Date: 10/03/2023

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

  I have reviewed your BBB comment and Id be happy to assist you with your concerns in regards to notice number 7470248240389.

  I apologize that the terms and conditions were not explain to you thoroughly when you took possession of the vehicle however, the terms to outline in your contract that any violations that are accrued while you have the vehicle in your possession will automatically be paid for billed to the credit card on file. we  attempted to transfer the liability of the violations to you however, in this instance the state did not allow us to do so. to avoid our vehicles being penalized for multiple violations we are required to pay any outstanding violations and charge them to the renter.

  As a courtesy I am going to refund the $30.00 administrative Fee back to your credit card today, please allow 3-5 business days for these appeals to your credit card statement.
  I hope this information was helpful.  If you have any further questions or concerns,please feel free to contact us.

  Thank you for choosing Thrifty.
  
  SUZI B | Supervisor
  Thrifty Toll and Violation Processing Service Center
  Phone:************** | Fax: **************
  Email:************************** | Website: www.thriftyrentalfine.com

  
  

• Initial Complaint

  Date:10/01/2023

  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 picked up a car from Hertz at the Buffalo airport for a drive to *********, approximately 68 miles and $3.37 of tolls away. Hertz did not explain the use of the toll transponder or how it would be charged, but it was there by the rearview window so it seemed natural to open it so I could pay my way as I approached a toll booth. I drove to *********, spent the night and came back the next day. I was charged $56 for tolls that amounted to less than $7. I certainly wouldn't have used PlatePass if I'd been aware of the egregious premium one pays for this supposed convenience. I attempted to contact PlatePass online but their website doesn't push through the submission. Such an exorbitant charge in comparison to my actual use is shameful. I thought I'd be making things easier on myself, Hertz, and the toll collection company; instead I'm hit with this rapacious daily charge. Pitiful.

  

  Business Response

  Date: 10/02/2023

  Dear **********************,
  
  Thank you for taking the time to contact us concerning rental agreement 576013760.
  
  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 $55.98.
  
  I apologize that the information regarding the Platepass program was not disclosed to you at the counter and would like to take this opportunity to provide a loyal customer with the best resolution we can give you. I'm going to make a full adjustment to your account as of today which you should see this reflected onto your invoice within 24 to 48 hours.
  
  I understand the information about the program was not verbally explained to you at the counter however, information about the Platepass program can be found in the contract that once you take possession of the vehicle the driver is responsible for all incidentals such as tolling charges.
  
  If you have any additional questions, feel free to contact us at the below number or E-mail and well be more than happy to assist you with any of your inquiries.
  
  Thank you for contacting PlatePass
  
  Suzi B | **************** Manager
  **********************
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I appreciate this satisfactory resolution.  I will wait for the business to perform this action and will consider this complaint resolved upon fulfillment.
  
  Regards,
  
  **********************