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:07/24/2023

  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.

  On 07/23/2023, I received a charge of $11.49 from PlatePass for tolls that I already paid using the ******** Pay-By-Plate system on 07/15/2023.On 07/24/2023, I called PlatePass to resolve this error and, after nearly 15 of waiting on hold, I was hung up on.

  

  Business Response

  Date: 08/07/2023

  Dear *****,
  Thank you for contacting us and allowing me to rectify this matter for you, I apologize about the wait time you experienced and I'm very sorry the call was disconnected before you were assisted.
  After reviewing your account, it seems like the tolling authority reported this toll as unpaid and therefore we had to make a payment. Because you have provided us with proof that you made a payment for this toll, we're issuing you a full refund which should go back onto your account 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

• Initial Complaint

  Date:07/19/2023

  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.

  "Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz' ************************** Team..."I did so. I explained my experience and asked multiple follow-up questions. In my case in particular, I had had a very unprofessional and disrespectful interaction with a regional manager. The response I got from this ************************** Team?Thanks, we will send your complaint to the regional manager.Real helpful, guys.In short, I was never contacted by Hertz as I should have been to secure a rental.When I reached out, they told me I'd pick up a car equivalent to mine (in the shop).I was then lied to and told I could have the car for 25 days. When I asked for clarification, the manager told me they weren't sure how long I could keep it.When I asked to speak to the regional manager regarding being lied to, I was given the manager (I had been talking to)'s email address. I asked 3 more times and got the regional manager's information. He then proceeded to *text* me after I emailed him. When I showed up to pick up a car, it took an hour. And I had been made a reservation for a car NOT equivalent to my own.I was given a dirty, stinky, dinged up car. I asked the regional manager how long it should take to pick up a car. He said about 10 minutes. I told him about our experience when picking it up and then he told me he wouldn't text "back and forth with" me any longer because "it's convoluted." I asked corporate if regional managers should be texting customers. They didn't have an answer for me. It took me over half an hour to drop the car off as well. They also informed me I could no longer rent from Hertz. (Because I made a complaint? No reason was provided.)The manager also wasn't going to provide me any proof I had returned the car until I demanded it. No telling what would have happened had I not.I had never rented from Hertz before and I won't ever be doing so again. They're rotten all the way up.

  

  Business Response

  Date: 08/07/2023

  Dear *****,
  
  I'm sorry you had such a bad experience with your Hertz rental however; Platepass Is a third party company that handles Hertz 's tolling and violation program. We are Not Hertz so you might need to reach out to Hertz again to see if they can help with the awful experience you encountered.

• Initial Complaint

  Date:07/15/2023

  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.

  Rented a car from Hertz for a trip in ******** (rental period 6/23 - 6/30 agreement *********). Noticed the PlatePass box in the car before leaving the Hertz lot. Read the writing on it and noticed it said close the box to not get charged. We CLOSED the box and decided to pay the tolls directly (not use the PP service). We never reopened the box during our trip. In addition, we contacted ******** to arrange toll payments directly and completed the process.On July 15, we receive an email notifying ** of $139.95 in charges for a service we did not use (we CLOSED the transponder box - followed the instructions). We would like this amount immediately refunded.Thanks,***************************

  

  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 the tolling authority reported several tolls that were captured by the vehicles license plate and billed to **********************. As per the terms and conditions of your contract, if any tolls are reported to us via license plate or transponder you will be charged by Platepass. As a courtesy today I'm going to make a full adjustment to your credit card, please allow three to five business days for this credit 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: 08/12/2023

  
  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:07/12/2023

  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.

  I rented a car from hertz , I used the platepass transponder for two day and was charged for my entire rental! I was under the impression that I get charged per day of usage only, not automatically for the entire rental

  

  Business Response

  Date: 07/14/2023

  Dear ******,
  Thank you for contacting us and allowing me to rectify this matter for you.
  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 PlatePassAllInclusive Rate has been charged in the amount of $447.84
  I have the option to opt your account out of the ********************** All-****************** which will save you some money. By opting out, you would then be billed for each toll fee plus a $9.99 convenience fee per day of toll usage. If you would like to opt-out of the service, the new rate would be $82.10, which is a savings of $365.74 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 daily convenience fee.
  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: 07/15/2023

  
  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:07/07/2023

  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 the Hertz location at ****************************************** in *******. The rental process was quick and easy, so straightforward to the fact that the only thing they explained to me was the $200 deposit that would be held on my card until the car was returned in good condition. They asked where I was going and I said *******, the asked me to insert my card and then sign the key paid agreeing to the deposit. They hand me a small pamphlet and send me on my way to retrieve the rental. The car wasnt in the bay they sent me to so I reported back to the agent and they quickly assigned me another car. I received the keys to the car and went on my way. Once I entered the ******* turnpike towards the *********** area, I went through 3 tolls. I paid cash at each toll out of my own pocket. I made a round trip through all three tolls during my trip, once on June 21st and again on June 26th. Again, I passed through these tolls and paid using my own cash. Im sure the transponder can pick up photos of the rental car stopping at each toll booth. These tolls were already paid, yet Hertz charged me over $28 for these tolls without making me verbally aware of the transponder when picking up the rental, even after my car was switched during pick up. I went in blindly and had my ducks in a row until I was hit with a bill nearly 3 weeks after returning the rental. This is a huge miscommunication on the part of Hertz and very unprofessional of them to fail to disclose the information on the entire rental process. Its also a huge failure on their part for not going over the proper information regarding the last minute switch during the rental process. I wasnt given any information on the rental car or anything that it came equipped with. Major miscommunication! Unfair and unjust.

  

  Business Response

  Date: 07/14/2023

  Dear ****,
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account I'm showing that the transponder in the vehicle was turned off and that there were four tolls reported to us as unpaid. These tolls that were reported are all known as Cashless tolls, you would have had to have a Sunpass transponder in the vehicle to pay for the tolls on this road. Because you are unaware of how the tolls are captured in this area and how the Platepass program works, as a one-time courtesy Im going to issue you a full refund in the amount of $28.62.
  Please allow 3-5 business days for the refund to reflect in your account.
  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: 07/14/2023

  
  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:07/06/2023

  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 had rented a car in ** from 5/18-5/22 recently from Payless Rental located in JFC. After a month later I received a letter regarding a speed violation ticket which was $50 for the actually violation and $50 for handling fee. I called to clarify the fee and I have been tossed from one to the the other between Payless rental and this third party prosecing company ATS.I tried to pay my own ticket at NY.GOV/Finance which I talked to a representative as well, but surprisingly the ticket was paid and I had no choice. I called back to Payless to see who paid my ticket and NO ONE HAD ANY CLUE OR INFORMATION. They waited ONE month to notify me while they have paid the ticket right after they get the ticket, which by the way the grace ****** (21 days) is over by then and there is no way for me to dispute, and when I asked them about it, a person name ***** who was in **** customer service, told me the the letter might take a month to 3 month to get to me and that the usual time line. Now I have tried to pay this ticket BY PHONE ************ and also tried to pay it in their website PAYLESSRENTALFINE.COM and both way failed and I wasn't able to do so. Now after all I have done to get some answer or even pay my ticket, I want this *********** to waive this $50 handling fee and I strongly believe their way of doing business is a SCAM and they are charging people for nothing because according to this company Payless Rental has paid the ticket. Now I don't know how to pay my ticket or what to do.

  

  Business Response

  Date: 07/14/2023

  Good afternoon *******
  I have reviewed your BBB comment and Id be happy to assist you with your concerns.
  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 $50 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.
  
  ****************

• Initial Complaint

  Date:07/05/2023

  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 was in ****** ******** for training from 22-May-2023 through 25-May-2023. On 23-May-2023, I drove on a toll road (*****), not realizing it was a toll road. I live in Nevada, and we do not have toll roads here, so that was completely my fault. When I got back to my hotel, I tried to figure out how to pay the toll, but was unable to do so. I asked Hertz when I dropped off the car on 25-May-2023, but they didn't know either, so I waited. I work for the **** so all of my receipts have to be turned in within 5 days of my return. I did not receive my first receipt until 05-Jun-2023, which was for $23.04, which seemed super high. A $9.99 administrative fee is a bit much, but nothing I can do about that, and then the $4.25 and $4.20 tolls were about what I was expecting. So, I didn't argue with that receipt, though I was annoyed about the administrative fee. Then, 10 days later, I received receipt #2, for $9.90, for 2 more fees $4.60 and $4.45. I contacted PlatePass, and got the run around, but no real answers. This morning, I received receipt #3, for $4.45. No idea what this is for, nor the previous receipt. So, at this point, I have been charged $37.39 for a 24-minute use of the toll road, which is absolutely criminal, they have charged a federal credit card 3 times now, with no warning, and they are not answering my questions, but rather just sending me the same information they have already sent me. I understand the purpose of toll roads, and that you have to pay to use them, and I am willing to pay for using it, but this is extremely excessive, and out of control.

  

  Business Response

  Date: 07/14/2023

  Dear *****,
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account I'm showing that you have contacted us multiple time and have not received a thorough explanation on how the Platepass service works so allow me to help you out. When you go through tolls it often takes the tolling authority 2-3 weeks to report any unpaid tolls to us. Many times they Do Not report all of the tolls at the same time, so they come us in Batches which could be 1-2 at any given time. In your scenario you accumulated a total of 7 highway tolls, in which the tolling authority reported them into three separate batches which is why we charged you three different times. I apologize for the inconvenience this has caused you as I understand how government credit card works and the timeliness to report your expenses.
  As a courtesy Im going to waive the $9.99 administrative charge for you, which would be refunded back to the credit card that was charged.
  Thank you for contacting PlatePass.
  **************** | **************** Manager
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:07/05/2023

  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.

  Hertz offered me $9.99 plus tolls for rental car which was not provided. I only used tolls twice which cost about $10. I was charged $167 for use of platepass transponder. I didn't sign up for this service. I was not told or offered this service. I only used tolls 2 out of 9 days and the fees are outrageuous and excessive. A charge of $20-30 is appropriate, not a surprise fee of $167. Can you please help rectify. Hertz # ***********/17-6/25. Thanks.

  

  Business Response

  Date: 07/14/2023

  Dear *******,
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account I'm showing that you have contacted us, and a refund was already issued back to your credit card. 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:06/27/2023

  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.

  They are running a scam partnered with dollar rental company. ******** does not allow for cash payments on toll roads therefore they are gauging people for toll road services. I had to use one toll road one time and was charged 17 dollars a day for the length of my rental. There is no way to self pay therefore you are at their mercy and they are taking advantage of that. My rental was 6/16/2023-6/19/2023. Total charge of ***** for a maximum 5 dollar toll. Corporate greed at its finest, while charging customers ridiculous unexplained rates.

  

  Business Response

  Date: 07/03/2023

  Dear ******,

  
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account, I am showing that by opening the transponder and the vehicle you automatically opted yourself into the Platepass all-inclusive program. The All-inclusive Images $16.49 for each day you have the rental in your possession. Because you are unaware of how this program works, I can offer to opt you out and waive all administrative charges as a one-time courtesy so you're only being charged the cost of the tolls that you went through. If you would like to take advantage of this offer, please respond back and I will go ahead and make the adjustment.

  RA# 385037844

  
  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: 07/03/2023

  
  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:06/27/2023

  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.

  Rented a vehicle from hertz with government travel card for official business. I was not told about the plate pass system or ask if I would like to decline it. A week after the return my government credit card was charged 10 times the amount for one toll charge.

  

  Business Response

  Date: 07/03/2023

  Dear ******,

  
  Thank you for contacting us and allowing me to rectify this matter for you.
  After reviewing your account I am showing you contacted us on the same day you filed this dispute and was offered an option where we would be able to opt you out of the Platepass all-inclusive program. If you would like to take advantage of this offer please contact us again so we're able to offer this option.
  If you have any additional questions, feel free to respond to this email.

  RA# 379566821

  
  Thank you for contacting PlatePass.

  
  **************** | **************** Manager

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

  Customer Answer

  Date: 07/06/2023

  
  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,
  
  ***************************