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:08/26/2023

  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 rented a car from Dollar Rent a Car, who offered me their all-inclusive tolling option through Plate Pass. I declined the all inclusive tolling option on my rental. I went through two tolls on two separate days. Instead of being charged the toll plus admin fee for the two tolls, I was just billed for the all inclusive option for my entire rental. I declined this option because it is more expensive. The company responded and acknowledged they signed me up for the more expensive option and offered a refund. I think my situation has been remedied, but this is a fraudulent billing practice. PlatePass charged me for an option that I declined which was more expensive, and only after reaching out to them did they offer to remedy the situation. I wonder how many more customers have had this happen without noticing or realizing.

  

  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 apologize this was not explained to you at the time of picking up the rental. It looks like you have been opted out of the unlimited tolls. You are now charged for just the tolls you were on and the $9.99 per usage day admission fee.
  
  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.
  
  If there is anything else, I can do please let me know.
  
  
  Thank you for contacting PlatePass.
  
  ************ |Supervisor
  PlatePass
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:08/18/2023

  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.

  Plate pass charged me $146.93 that I did not authorize for a single $3 toll on my Hertz Rental car (Rental Agreement: *********). I crossed a bridge that had no option to pay in person. I did not opt to use Plate Pass but the all-inclusive rate was assessed anyway. I have made several attempts to contact Platepass directly and have recieved no response. Review of other BBB complaints reveal that this is a recurrent recent problem.It should be noted that I have used Platepass on an a la carte basis with Hertz rentals many times in the past without this issue after declining the all-inclusive rate. This apparent recent change is fundamentally a deceptive business practice, as it is common for rental agencies to handle a la carte toll charges, and Platepass should be no exception.

  

  Business Response

  Date: 09/20/2023

  Dear *********************,  
  
  Thank you for taking the time to contact us concerning rental agreement 389572175.
  
  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 apologize this was not explained to you at the time of picking up the rental. It looks like you have gotten your account adjusted from the unlimited tolls. If there is anything else I can do for you please let me know.
  
  Thank you for contacting PlatePass.
  
  ************ |Supervisor
  PlatePass
  Phone: ************* | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:08/17/2023

  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.

  On the arrival date 7/28/2023 we was told Dollar was sold out of cars, Our pick up time was 12:00 noon, that we would have to wait 5 hrs for a car to be returned. We already prepaid for this rental. once the time came, we received a call saying the car was ready to pick around 2:45pm to go to designated number 308 and keys would be in the car.no one was there when i picked up the car to give me any information or options for any type of toll/pass. On the date indicated 7/31/2023 on Monday, we dropped off the car at the Dollar rental space near the airport, due back at 12noon. I am requesting a refund of the 2 tolls totaling $1.99 plus Serv. fee $19.98 total charge on my Amazon card was $21.97 thank you for your help **********************************

  

  Business Response

  Date: 09/20/2023

  Dear *************************,  
  
  Thank you for taking the time to contact us concerning rental agreement 428824675.
  
  I apologize for any frustration this situation may have caused.
  
  After reviewing your account, it looks like you are being charged for your tolls and the $9.99 per usage day administrative fee. We are a third-party company and only know about the tolls and fess. I apologize getting the rental was not a great experience. As a courtesy I have refunded your tolls and fees. In the future tolls and administrative fee of $9.99 per usage day usually 1-4 weeks after you return the rental.
  
  I hope your next rental is much better!
  
  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:08/16/2023

  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.

  I rented a car from ****** ****************** in July 2023 and just received a bill for excessive and unethical toll charges 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 Hertz Plate Pass.I picked up a rental car from Hertz around 1:30AM the morning of Saturday July 15th (Rental Agreement # *********). Because I am a preferred customer, I am able to go right to a car in the President's ****** section and do not have to speak with an agent except at the exit gate. When I left that morning, no verbal explanation or disclosures were provided about the way the Plate Pass program works.When leaving ****************** to travel south, you are forced to exit through a toll tunnel with no cash option. I have done this many times and have never used the Plate Pass transponder. The I-90/************* also has no cash payment option and I travelled along this highway on 7/21, the day before I returned my rental. The signage is very misleading and makes it seem like you must use the transponder to avoid toll penalties, so I opened the responder for this daytrip where I traveled round trip from 495 to I-84 during that day. The following day, 7/22, I returned the car at ***** where I was once again forced to travel through the ****************************************** and was subject to another toll. Based on current toll rates (provided in attached documentation), the max ******************** for my 8 day trip (calculated using the Pay-by-Plate rates published) would have been $7.50. The bill I received from Hertz Plate Pass is an egregious $89.94. There is NO reason for any business to mark up ******************** to this level, other than malicious business practices and unethical treatment of loyal customers. I kindly request a refund and strongly suggest the government shut this business down permanently.

  

  Business Response

  Date: 08/17/2023

  Dear *****,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account, I'm showing that the ********************** Authority reported for highway tolls as unpaid. because you opened the transponder in the vehicle, this would have automatically opted you in to the Platepass all-inclusive program. This program is designed for customers to have unlimited usage of the tolls at a per rental day fee. In the future if you would like to avoid being billed but Platepass, you will need to use your own personal EZ-Pass device when traveling in a rental vehicle. If your device pays for the toll, Platepass should not receive a bill and therefore no charges will be made to your account. What I can do to assist you with this charge is issue you a full refund in the amount of $89.94. which will go back on your credit card within three to five business days.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 08/17/2023

  
  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:08/16/2023

  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.

  Scam!! I rented through Hertz between 07/27 to 08/01 (Rental agreement: *********) and I declined any toll device rentals because I knew my trip was within ******* area in which all tolls can be paid using ******** tollway pay by plate service as per law. I have this setup for the rental vehicle on my account right from day 1 and expect to get charged within 3 weeks and I don't expect the total toll charges to be more than $5 for the rental car period. I get the receipt from Hertz upon return of the vehicle for the expected rental amount of ~$200. Fine so far. Now a week later I am hit with a charge of $74.95 and a toll receipt from this company and Hertz doesn't solve this issue.1. I declined the toll device rental at reservation/ rental pick up.2. I have the pay by plate service set up and expect a toll payment once they are processed in a week.Any other activity beyond this, should not be seen at all for my rental.

  

  Business Response

  Date: 08/17/2023

  Dear *******************,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account, I found that the ******** ***************** reported 6 unpaid tolls billed through the transponder in the vehicle. As per terms and conditions of your contract since these tolls were reported to us as unpaid, the system will automatically opt you into the Platepass all-inclusive program. I understand you attempted to use your own personal toll pass account; However, after reviewing the documentation you sent us it does not appear that any these tolls were billed to your own personal account. Because you are a valued customer, we're going to remove the full fee of $74.95 (Tolls plus administrative Fee) as a courtesy for you today. Please allow three to five business days for this transaction to reflect on your credit card statement.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:08/15/2023

  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 have been on the do not rent list since 2021 ..PlatePass just charged me ****** from 2021receipt number 148816468..rental agreement number *********why am I been charged again for sumthing they charged me 2years ago..now I overdrafted in my account I will like to get my money refunded back..

  

  Business Response

  Date: 08/17/2023

  Dear *******,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account and payment history with us, I'm showing the only time we collected payment from you is when you contacted us on March 16th, 2023, to make a payment in the amount of $412.40. Since then, I am not showing Platepass charged you for anything. If you would like to provide us with a bank statement showing a recent transaction in the amount of $412.40, we'll be more than happy to investigate the charge. You can E-mail your transactions to **************************************.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising 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.

  This is related to notice number *************, of rental car parking ticket. The rental brand is Hertz. It has been paid by myself, but the notice was still mailed to **** do not believe the bill is applicable and I seek to have it removed.I am unable to send a dispute on the website because sending the dispute results in an immediate website error message with generic "unable to process your dispute" description..Additionally, the website provided, ********************************************* is being indicated a security risk by my browser: "the certificate for hertzrentalfine.com expired on 2/19/2022", which cast doubt on if I could trust an ill-maintained website with payment.I seek to have proper maintenance of the website for future users.

  

  Business Response

  Date: 08/07/2023

  Dear *******,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account, it seems like this violation came over to us as unpaid which is why we charged you for it. I do apologize for the inconvenience and we are going to issue you a full refund back to your credit card. please allow three to five business days for the refund to reflect onto your account.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.

  
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 08/07/2023

   Hello and thank you for providing a response. I'm afraid I have to select rejection of this message because indicating the forward of the message does not constitute a solution. When I receive a satisfactory solution I will be selecting the corresponding response to messages.

  Again I appreciate BBB's assistance and look forward to a response and eventual resolution of the matter.
  

  

  Business Response

  Date: 08/14/2023

  Dear *******, 
  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: 08/17/2023

  
  Better Business Bureau:
  
  To company - I apologize for my oversight that I missed your response in any previous message. Thanks for pointing out the offer and I accept the refund. I appreciate your communication.

  To BBB - thanks for the assistance. As the template suggests, 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:08/05/2023

  Type:Sales and Advertising 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.

  Plate pass charged me $74.95 that I did not authorize for $8 in tolls I needed to pay on my Hertz Rental car. I crossed a bridge that had no option to pay in person. I did not opt to use Plate Pass but they charged me anyway. $74.95 for an $8 charge is a ridiculous fee for no benefit whatsoever. This company is basically stealing money while delivering no benefit whatsoever. I will be disputing this egregious charge with me credit card company if they refuse to refund it.

  

  Business Response

  Date: 08/07/2023

  Dear *******,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account, it seems like you were automatically opted into the Platepass all-inclusive program once the transponder in the vehicle was activated. As per the terms and conditions of your rental agreement, anytime a toll is picked up by the transponder device or license plate, ********************** will be billed for your tolls and therefore would cause you to receive a charge from Platepass. As a courtesy I will refund you the full amount you were charged in the amount of $74.95 which will go back onto your credit card within three to five business days. Please note in the future should you wish to pay your tolls yourself; You do have the option of bringing your own personal toll tag with you or making arrangements with the tolling authority to pay tolls directly.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.

  
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:08/01/2023

  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.

  I declined the PlatePass All-Inclusive tolling option at the start of my car rental with Thrifty on 7/6/23, and during my rental I did NOT activate the transponder device affixed to the car windshield. I thoroughly read the instructions on the device that was on the windshield and I did not activate it or agree to an All-Inclusive charge. I only passed through one toll station and I paid in cash. The only resolution that is acceptable for me is for Plate Pass refund the $77.96 charge to my credit card during my rental period. I contacted Plate Pass on 7/27/23 through their website to ask for this refund and have not received a response.Thrifty rental agreement # *********

  

  Business Response

  Date: 08/07/2023

  Dear ***********,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account, it seems that the transponder box was open and three tolls were recorded in ******** area. I apologize if the box may have malfunctioned while you had it in your possession therefore, we are going to be making a full adjustment back onto your credit card. Please allow three to five business days for the adjustment to reflect onto your account.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.

  
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 08/10/2023

  
  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:07/26/2023

  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 was charged by Plate Pass via Hertz, $164.89, for a the whole rental period despite using the toll road a single time, 7/12/2023, during a 14 day rental. Went to the I-Pass website to pay the toll directly within the 14 days allowed and was unable to pay directly b/c Plate Pass had already paid the 2-3 toll payments. Have contacted both Plate Pass and Hertz and received no response.

  

  Business Response

  Date: 08/07/2023

  Dear ****,
  Thank you for contacting us and allowing me to rectify this matter for you,
  After reviewing your account, I see you called in on July 30th and the issue at hand was resolved by offering to opt you out of the Platepass all-inclusive.
  If you have any further questions, please feel free to reach out and well be more than happy to assist.

  
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com