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:09/29/2023

  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.

  Hi BBB,I rented a car from Hertz at ***************** INTL AP from Sep 2nd to Sep 5th. The agreement number is *********. Platepass and fees were not disclosed by Hertz at the time of rental. On Sep 18th, I received a bill from Plate Pass, Invoice number *********, for $59.96. The breakdown is $14.99/day * 4 days for the Inclusive Fee, and $0 for the Toll Charge: ******************* - West 1:39:35 PM **********************. First, since I did not opt-in to Platepass at the front desk, based on the Hertz document:********************************************************************************************************************* if I do not want to purchase PlatePass All-Inclusive Tolling part,I am only responsible for (a) all tolls incurred for such use (at the highest, undiscounted applicable toll rate); (b) a $9.99 usage day fee; and (c) all other applicable toll charges or fees, if any. If the toll fee is applied by this standard, the fee by no means should not reach $59.96. Second, since the total charge for Toll Charge: ******************* - West 1:39:35 PM ********************** is $0, which means I do not need to pay for any toll at first, any related toll-pay service should not exist. I request a refund of $59.96 for the non-existent and not opt-in Plate Pass service. I have attached the receipt from the Platepass.

  

  Business Response

  Date: 10/02/2023

  Dear *************,
  
  Thank you for taking the time to contact us concerning rental agreement 548481172.
  
  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 $59.94.
  
  I have opted your account out of the ********************** All-***************** your new bill is for each toll fee plus a $9.99 administrative fee. The new rate would be $12.04, which is a savings of $47.92.Please note, once you have been opted out of this service, you will not be able to opt back in. This means if there are additional tolls reported, you will be billed the toll and a $9.99 administrative fee.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass
  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 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,
  
  Kai Jin
  
   
  

• Initial Complaint

  Date:09/21/2023

  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.

  9/16/23 we picked a rental up at the ****** location. We reserved the the vehicle in advance. We added two boosters and a car seat to the rental. Front desk told us total cost for all is $150. I signed for the vehicle and paid the $150. They already took the expense from our bank account. Went up to collect the vehicle with our three small children. Upon getting the vehicle in the garage we were then told the price is actually a few hundred more. After we already signed and paid. We have been traveling since 2am that morning and was already 7pm. Kids hungry and cranky. I feel that price change was on purpose and how they scam customers. Even if the front desk told me the wrong amount, that is on the company since we were told $150 and we signed and paid for it. Contacting customer service has been really hard to do. No response. Phone call we were told that my expectations were low and this couldnt happen because $150 is not their price. That is what I was told and I have proof of paying this. They cannot change or increase cost like that.

  

  Business Response

  Date: 09/22/2023

  Dear *****************************,
  
  Thank you for contacting the Fox Rent A Car tolls and fines.
  
  I apologize for the frustration this has caused.Unfortunately, this is not Fox Rent A Car, This is Fox Tolls and Fines Service Center. We only process tolls and fines for Fox Rent A Car. I am unable to assist you with the actual rental.
  
  I looked for the phone number of ************** Fox Rent A Car. I apologize again that I am unable to assist in this matter.
  
  Thank you for choosing Fox.
  
  ************ | ************************************************************* Center
  Phone: ************** | Fax: **************
  ************************** | www.foxtollsandfines.com

• Initial Complaint

  Date:09/18/2023

  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.

  For hertz rental agreement *********, I was not given any notice on how the platepass service worked, there were multiple platepass transponders in the car (one attached, but also extra in glove box) and no clear instructions provided. Hertz records agree that I have not opted into an all inclusive platepass rate but still charged me a total of $103.96 for 4 days of rental, during which I incurred toll only two days for small amounts as per platepass's itemized receipt provided to me. This is different from how toll payment services for rental cars used to work before and in other countries, and platepass and hertz are scamming consumers out of their pockets relying on consumers to not complain and report, only providing refunds to those who complain pocketing unreasonably high charges for using electronic tolling services. I see many complaints made against platepass through bbb, platepass should reconsider their scammy business model. I would like a refund of my overpayments excluding any reasonable administrative charges and toll incurred as per the terms of service. I tried contacting the business but have not received a response for a week.

  

  Business Response

  Date: 09/20/2023

  Dear ****************,  
  
  Thank you for taking the time to contact us concerning rental agreement 548480730.
  
  I apologize for any frustration this situation may have caused.
  
  After reviewing your account, it looks like the transponder box was opened which automatically opts you into the unlimited tolls. I also see that you emailed us on 9/11/2023.I apologize we did not get to your email in a timely manner, and that the transponder was not explained at the time of pickup for your rental. As a one-time courtesy I am adjusting your account in full. Please allow up to 3-5 business days for the adjustment to post back to your account.
  
  In the future when you rent form Hertz anytime a toll is caught by the transponder in the rental vehicle you will automatically be opted into the unlimited tolls. If it is not on the transponder you will be charged whatever tolls you go on plus $9.99 per usage day.
  
  Thank you for contacting PlatePass.
  
  ************ |Supervisor
  PlatePass
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 09/22/2023

  
  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:09/16/2023

  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 rented a car from Hertz in *********, Long Island, ** on July 29th and returned the car on August 31st. I received a bill from Plate Pass, Invoice *********, on September 6th for $699.75. We never went through a single toll. The car we rented stayed on **************, where there are no tolls, for the entire month of our rental. I called Plate Pass to dispute. They said someone would get back to me. They did not, and instead have tried to collect through my credit card company without providing an invoice or any proof of a service whatsoever. Plate Pass should not be allowed to continue doing business in the *****************. I will see to it that this is escalated to the ** DFS.

  

  Business Response

  Date: 09/20/2023

  Dear *****************************,
  
  Thank you for taking the time to contact us concerning rental agreement 428789771.
  
  I apologize for any frustration this situation may have caused.
  
  After reviewing your account, I understand you are stating you were not in the area of the tolls. I apologize our team did not get back with you in a timely manner. I have removed all charges in full.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 09/21/2023

  
  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:09/12/2023

  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.

  Platepass and fees were not disclosed by Hertz at time of rental. Was overcharged for tolls, which is reflected in other BBB reviews and complaints. Part of a pattern of consumer deception and systematic overcharging.

  

  Business Response

  Date: 09/14/2023

  Dear *************************,  
  
  Thank you for taking the time to contact us concerning rental agreement 123020914.
  
  I apologize for any frustration this situation may have caused. 
  
  After review your account I noticed you declined the all inclusive tolling program. Once you decline that program any tolls that are reported as unpaid will automatically be charged to your credit card with a $9.99 per usage day admin fee. As a one time courtesy refunded your admin fee of $29.97 in full, and the $10.60 collection fee. Please allow 3-5 business days for this to reflect back to your account.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

  Customer Answer

  Date: 09/14/2023

  
  Better Business Bureau:
  
  I accept this refund.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/12/2023

  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 reserved a midsize SUV with Fox Rent-a-car for $267 from 8/18 - 8/27 in *********. When I arrived to pick up the rental, they didn't have a vehicle for me. They suggested I go somewhere else despite the rental agreement. After a manager was called, my options were either renting a larger vehicle (4Runner) for over $700 or a smaller vehicle (Kia **** for more money. I felt forced to rent the Kia **** which was $345. So, despite my rental agreement, I was forced to rent a smaller car for more money. I am asking for the difference of what I was charged for the smaller vehicle ($345) and my rental agreement ($267). For what it's worth, the attendant was rude and difficult. She tried to charge us a late fee when we arrived to pick up the vehicle. Our time to pick up the vehicle was 7:00 pm and we were in line at 6:50 pm.

  

  Business Response

  Date: 09/20/2023

  Hello *********************,

  I apologize for the inconvenience and misunderstanding that you're experiencing, unfortunately youve filed a complaint against the wrong company. Our company is a third party company that is contracted to assist with the tolling program on behalf of the rental agencies. From my understanding it sounds like you are having an issue with Fox rent a car. Because we are the rental agency, I would highly encourage you to reach out to the ************* that is billing you to get your issue resolved

  ************ | Supervisor
  ********************************
  Fax: ************
  Email: ******************************** Website: www.htallc.com
  
  

   

• Initial Complaint

  Date:09/07/2023

  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 Dollar Rental Car between August 25 and September 1, 2023. I was offered and declined the PlatePass All-Inclusive tolling option at the start of my rental and this fact was affirmed by PlatePass. However, the car was given to us without instructions or details that some device in the car needed to be inactivated by us while driving. During my rental we only had two toll charges yet we were charged $14.99 per day for a total of $74.95 per day. This is a deceptive practice and either PlatPass, Dollar or both must inform consumers that additional action is required to disable some device to avoid these charges, even though the feature was DECLINED at rental.

  

  Business Response

  Date: 09/14/2023

  Dear *************************, 
  
  Thank you for taking the time to contact us concerning rental agreement 544304493.
  
  I apologize for any frustration this situation may have caused. We do understand the importance of a correct billing timeline when charges have to be reconciled. 
  
  After reviewing your account, I see you were automatically opted into the Plate Pass all-inclusive program which covers all incidental tolls and fees. We apologize that this program was not explained to you at the counter in full detail. What we are going to do for you today as a one-time courtesy I will opt you out of the all-inclusive program in addition to waiving any incidental admin fees. Once we start the refund process the only thing you would be responsible for is the cost of the individual tolls. This refund prosses will take 3-5 business day for the refund to reflect onto your account. The balance on your credit card will be $6.00. That is only the tolls that were accumulated.
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

• Initial Complaint

  Date:09/01/2023

  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.

  I rented a car from hertz and was not apprised of any additional egregious administrate fees nor offered any other option to pay for tolls. The hidden fees of an additional $49.95 from this company nearly tripled my total toll costs and are unfair as well as deceptive warranting a 93A complaint to the ************* attorney general as well as ******* if not refunded.

  

  Business Response

  Date: 09/14/2023

  Dear ***********************, 
  
  Thank you for taking the time to contact us concerning rental agreement 166295780.
  
  I apologize for any frustration this situation may have caused. We do understand the importance of a correct billing timeline when charges have to be reconciled. 
  
  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. 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. 
  
  Thank you for contacting PlatePass.
  
  ************ | Supervisor
  PlatePass 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

• Initial Complaint

  Date:08/28/2023

  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 car from Hertz on August 5, 2023 through August 22, 2023. On August 27th I received a credit card charge for an excessive and unethical toll charge from Plate Pass. I would like a refund of this excess in full, and recommend an in-depth review of misleading and unethical business practices of the Hertz Plate Pass. Since I am a President's ****** Member through Hertz I bypass the counter without interacting with the counter agent. The counter agent does not review the terms with me upon renting a vehicle. On August 5th there was no explanation or disclosures shared. There is also not an option on my Hertz electronic profile where I have or can make a Plate Pass election. I did not touch the plate pass in the car upon picking up the rental so I assume that the previous renter or a Hertz employee may have opened the transponder. My Rental Agreement was #*********. The plate pass receipt indicates that I went through 11 tolls over an 18 day period. The receipt does not reflect the cost of the tolls but a total fee of $293.86. This is an unethical business practice. The $293.86 charge was made directly to my credit card without giving me an opportunity to opt-in for a plate pass or without providing an explanation of the program. The practice also puts the most loyal Hertz customers at a disadvantage because the customers do not typically speak with an agent so it is likely every singe Gold/President ****** member is being billed inappropriately. I kindly request a refund and strongly suggest the *** or some other authority intervene on the behalf of the people.

  

  Business Response

  Date: 09/20/2023

  Dear *******,
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account, I am showing you were automatically opted into the Platepass all-inclusive program once the transponder in the vehicle was activated. 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.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:08/28/2023

  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.

  Rental # *********. Plate pass charged me $111.96 in fees. I never opted into the plate pass program when I paid for my rental. I've been renting from hertz for many years as a gold member & this platepass exorbant fees scheme is a new one. I will definitely be disputing this with my credit card company if this isn't fixed & also filing a report with the New York Attorney General as well if this isn't resolved.

  

  Business Response

  Date: 09/20/2023

  Dear ******,
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account, I am showing you were automatically opted into the Platepass all-inclusive program once the transponder in the vehicle was activated. 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.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 09/22/2023

  Currently awaiting funds to be credited back to my credit card . Responding to this BBB complaint so that the system doesn't automatically close it out

  

  Business Response

  Date: 09/25/2023

  Hello ******,

  
  Thank you for your reply,

  
  I'm sorry that you have decided to reject our offer for a full refund. I'm not sure what else we can do as we have already started the refund process back to your credit card. You should see this transaction reflect onto your credit card within 3 to 5 business days of the initial date we started the credit. If you feel a different resolution is warranted, please give us a call and we'll be more than happy to listen.
  Thank you for your patience and allowing me the opportunity to correct this issue for you. 

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

  
   Thank you for contacting PlatePass.

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

  Customer Answer

  Date: 09/25/2023

  
  Better Business Bureau:
  
  Hi, I have reviewed the response made by the business in reference to complaint ID ********. The refund just posted to my card today. The company honored their word. The matter is settled.