Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2023

  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.

  This is the second dispute with this company--incorrectly charging me for a service I opted out of. This toll service is optional with Hertz. I made sure to put their device away when I rented for a second time, following their suggetions so I wouldn't be charged. I will still charged $139.95 for this service. I have since sent proof that I used my own device, EzPass and put their device in the storage between the car seats so it wouldn't work. They replied back with some long and confusing detail on what was charged and what wasn't charge. The bottom line is I opted out of this service, made sure the device was put away so it couldn't function. I shouldn't be charged anything per their original instructions. Reading over comments about their company, this a constant complaint among customers about over-charging and mischarging customers without back-up or recourse.

  

  Business Response

  Date: 03/22/2023

  Dear *********************************,
  My sincere apologies for the inconvenience and frustration this matter has caused.
  I have reviewed your account and see your account was opted out of the PlatePass All-Inclusive toll package and all admin fees have been adjusted.
  Please note, in order from this happening in the future, please be sure the transponder remains in the protective box and securely closed. I hope this information has been helpful.
  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  
  ************ | **************** Representative
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Hertz forced me into a relationship with this business by being details on the fourth page of a rental agreement. They charged me 380 for 160 in tolls. This is predatory. This entire company is nothing but a predatory entity conspiring with rental companies to charge hidden fees that both companies are aware that customers don't know about.

  

  Business Response

  Date: 03/01/2023

  Dear *******,
  My sincere apologies for any frustration and inconvenience this matter has caused.
  The tolling service is currently charged at the rate of $9.99 per day of toll usage plus the actual toll amount. The administrative fee accrued during the rental is $219.78, as there were tolls used on 22 days during the rental period. The terms of the fees are outlined in your rental agreement.
  As we value you as a renter, I have adjusted the $219.78 administration fee as a one-time courtesy. Please allow up to 5 business days for it to post back to your account.
  You will not be charged for tolls unless the service is utilized within the rental vehicle. The service is activated if unpaid tolls are reported to the license plate or transponder in the rental vehicle. 
  If you wish to avoid our service, there are a few alternatives to consider for future rentals.
         Option one is to pay cash. Please note that there are many toll locations that do not accept cash payment.
         Option two is to submit payment to the Toll Authorities directly after accessing tolls.
         Option three is to avoid toll roads.
         Option four is to utilize a personal toll tag from the ***************
  
  Please let me know if there is anything further, I can assist with.
  
  Thank you for contacting PlatePass.
  
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/25/2023

  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.

  Platepass charged me $519.80 on February 24th, 2023 after I emailed them and discussed fixing my account to exclude the all-inclusive tolling option. This is all for 3 tolls that cost ~$15. I am not able to pay rent thanks to this unapproved payment. Platepass is NEVER available with Mon-Friday 9-5 hours. Its a scam.

  

  Business Response

  Date: 02/28/2023

  Dear *******,
  My sincere apologies for any frustration and inconvenience this matter has caused.
  On 11/15/2022, Hertz made changes to their Rental Contract Terms and Conditions, which are outlined below.
  1.            Renters have the option to purchase PlatePass All-Inclusive at the rental counter. If the renter is opted in at the counter to PlatePass All-Inclusive, all toll charges and any toll-related fees incurred during the rental period are covered by a daily or weekly PlatePass All-Inclusive rate. Rates vary by rental location. 
  2.            Renters that do not opt in at the counter to the PlatePass All-***************** at the commencement of the rental period, and use toll roads, will be liable for all tolls incurred plus a per usage day fee.Pricing of the fee is determined by the rental agency and can be found within the rental contract terms and conditions.
  3.            Renters with tolls that have registered on the transponder in the rental vehicle, will be auto opted into PlatePass All-Inclusive, at the daily or weekly rate available at the location where the rental originated.
  For any questions regarding the rental terms and conditions, please reach out to Hertz customer service.
  I have reviewed your account and see the transponder in the rental vehicle was picked up and you were auto-opted in to the PlatPass All-Inclusive toll package and was charged $519.80 on 02/05/2023. You called in yesterday and spoke to one of our agents who has opted you out of the PlatePass All-Inclusive toll package. There is an adjustment of $498.24 being processed back to the credit card on file. Please allow up to  business days to post.
  If you have any additional questions, feel free to respond to this email.
  
  Thank you for contacting PlatePass.
  ************ | **************** Representative
  **********************
  Phone: ************** | Fax:**************
  ************************************** |www.platepass.com
  

• Initial Complaint

  Date:02/02/2023

  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 through work on 12/7/22-12/15/22 rental agreement number *********. Once my bill was received I immediately paid the balance of $54.57 on 1/30/23, however, upon completion I realized that I used my personal credit card instead of the corporate card (which was used to process the payment of the rental car). I have been calling every day since then trying to have them switch the payment and have been given various different reasons as to why I am unable to do so. Yesterday is when the line was crossed and inclined me to reach out to the BBB when I was transferred to a supervisor Jockqua to explain my situation. She would not even let me speak and kept interrupting me. When I was finally able to get my words out I asked if she is going to give me the opportunity to explain what's going on and she responded "if you'd like to continue to waste more of your time then yes go right ahead" first of all, supervisor or not this is unacceptable to treat your customers this way. Of course this all added to my frustration and after I finished explaining the situation she said "the only way you are able to refund the transaction on your personal credit card is by sending in a check or money order" and when I explained that I am unable to do so as I do not own the company I work for so I do not have access to a check linked to that account, only the corporate card issued to me. I understand I made a mistake by charging the incorrect card but it blows my mind that a company this large is unable to process a refund and accept a new form of payment. I am not asking for a refund, I am not asking for a discount, I am simply asking to change the form of payment but instead I get left with an inconsiderate rude extremely unmannered "supervisor", Jockqua.I hope someone with higher authority can help me resolve this issue as well as speak to your so called supervisor and retrain her on basic communication techniques.Please contact me so we can fix this.

  

  Business Response

  Date: 02/16/2023

  Dear *****************************,
  Thank you for bringing this matter to my attention.
  I sincerely apologize for your experience when calling into our Call Center for assistance and would like to assure you that matter will certainly be addressed. That behavior is not how we would like to represent our company as well as our clients.
  As we value you as a renter, I have adjusted the full $54.57. Please allow up to 5 business days to post back to your credit card.
  Please, let me know if there is anything further, I can assist with.
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  

• Initial Complaint

  Date:02/01/2023

  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 and Plate Pass have bad data and it's up to customer to notice, dispute and resolve in order to avoid charges that aren't theirs!This issue is wrong on two levels. 1) Data is bad. A single toll for bridge in ******** was charged from PlatePass through Hertz. While I did have a Hertz rental at the time, I was in ******* and never left ******* or even 20 miles from the airport. They were nice enough to notify me of the charge but it just said toll (which I might have assumed was legitimate), but I knew the area in ******* and was pretty sure I never went on toll road. It wasn't until digging into the details I found out it was the Bronx Bridge in ***. 2) The second level of clearly cheating the customer, is that assuming the toll was actually correct and billable to me (IT IS NOT), they just applied a daily toll pass and multiplied it by the entire number of days of the rental even though no other toll was incurred, taking what was a negligible toll into an $84 charge. 3) Lastly contacted PlatePass, provided documentation, sat on hold and was finally informed the charges would be reversed in a (3-5) business days. It's been over a week, and they have not. Now feel I need to keep checking. I've filed a dispute with my credit card (more added time).Beyond being frustrating to spend time and energy to resolve a problem that is not even mine, I am sure others have been charged incorrectly. I use rental cars multiple times a month, and wondering if this has happened to me in the past and I just didn't see it. Feel like a lawsuit is needed to ensure the billing is done accurately and severe penalties are needed to rectify the customers loss of time and effort.I believe a refund (of charges without service) AND free rental days to compensate for time and energy to resolve the bare minimum. Negative review would still stand

  

  Business Response

  Date: 02/15/2023

  Dear *****************,
  My sincere apologies for the inconvenience and frustration this matter has caused.
  I understand you were not in the area of the tolls during your 12/31/2022 to 01/08/2023 rental. I have forwarded your account to our research department to get resolved.
  We show the $83.94 was disputed with your bank and the funds were reversed. If the charge was put back on your account, can you please provide the documentation showing is was added back to your account so we may adjust in our system accordingly.
  I look forward to resolving this matter for you in a timely manner.
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax:**************
  ************************************** |www.platepass.com   

• Initial Complaint

  Date:01/31/2023

  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 ************ that had plate pass. There was NO notification that they were using plate pass and that I was going to get charged. Then when I did get charged and told them that I had an iPass, I was reimbursed ***** for a ***** charge. No explanation was given as to why I was shorted 2 dollars in the refund.

  

  Business Response

  Date: 02/14/2023

  Dear ********,
  Thank you for contacting us with your personal toll tag statement.
  I have reviewed your ******** statement and the tolls reported to us by the toll authority. Your statement does not show the same tolling information as the toll invoice. While your statement does show that tolls were picked up, they do not have the same time,date, and location as the tolls on the toll invoice. This means you are not being double charged.
  If you have any additional questions, feel free to respond to this email.
  Thank you for contacting PlatePass.
  ************ | **************** Representative
  **********************
  Phone: ************** | Fax:**************
  ************************************** |www.platepass.com

• Initial Complaint

  Date:01/25/2023

  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 vehicle through Hertz from 11/10/2022-11/13/2022 and declined all associated toll options because I used my own E-ZPass transponder. On 11/24/2022, I received a receipt from PlatePass via email charging me $10.20 ($4.25 for a toll plus $5.95 for a convenience fee). I compared the information in the PlatePass invoice to my E-ZPass account and confirmed that this toll was already paid. I have made multiple attempts to contact PlatePass to provide proof and receive a refund, but all attempts have gone unanswered.

  

  Business Response

  Date: 01/27/2023

  Dear *******************************
  
  We appreciate you reaching out to the Hertz Toll and Violation Processing Service Center regarding rental agreement number 986630536
  
  We apologize for any frustration this situation may have caused; it seems like even though you had a personal EZ-Pass in the rental, the ******************* of ************** charged us for the exact same toll. After reviewing the documentation, we have made a full adjustment back onto your credit card. Please allow up to five business days for the credit to reflect onto your account.
  
  Thank you for taking the time to bring your concerns to our attention and we hope the resolution meets your satisfaction.
  
  Thank you for choosing Hertz.
  
  **************** | Manager
  Hertz Toll and Violation Processing Service Center
  Phone: ************** the | Fax: **************
  ************************************** | www.platepass.com

  Customer Answer

  Date: 01/30/2023

  
  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:01/24/2023

  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.

  I never used the plate pass. I had my own ez pass in vehicle

  

  Business Response

  Date: 01/27/2023

  Dear *******************
  
  We appreciate you reaching out to the Hertz Toll and Violation Processing Service Center regarding you using your personal EZ-Pass.
  
  We apologize for any frustration this situation may have caused; with the limited information you provided us in your complaint were unable to locate an account for you. If you feel you were charged incorrectly for using your own personal EZ-Pass during your rental period, Please e-mail us at ************************************** with a screen shot or PDF of the tolls captured during the time you had a  rental with Hertz. Well be more than happy to make all adjustments to your account once we receive the requested documentation.when contacting us please ensure the rental agreement number is in the subject line of the e-mail so we can identify your account.
  
  Thank you for taking the time to bring your concern to our attention and we look forward to receiving your e-mail so we can rectify the situation in a timely manner.
  
  Thank you for choosing Hertz.
  
  **************** | Manager
  Hertz Toll and Violation Processing Service Center
  Phone: ************** the | Fax: **************
  ************************************** | www.platepass.com
  

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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 $103.96 for an all inclusive toll rate of $25.99 that I declined during my rental process. In the rental agreement its clearly stated the charge will be $5.95 per day I used tolls (2 days) plus the amount of the tolls, which would $11.90 plus 6 tolls of 2-3 dollars each. I will need a refund of the $103.96 which goes against my rental agreement, and am willing to be charged the appropriate amount of $11.90 plus tolls.

  

  Business Response

  Date: 01/27/2023

  Dear *****************************

  
  We appreciate you reaching out to the Hertz Toll and Violation Processing Service Center regarding Rental Agreement Number 120888876.
  We apologize for any frustration this situation may have caused. Our records indicate you contacted us 1/23/23 and disputed the all-inclusive opt in rate for PlatePass tolling service. After reviewing your account, we see that an adjustment was made for opting you out of the all-inclusive tolling service, an adjustment was made same day so you're only paying $9.99 Admin Fee in addition to $15.80 for the toll for a total of $25.79. All credits have been applied to the credit card on file and your account reflects a zero balance.

  
  If you have any further questions relating to the plate pass tolling service, please feel free to contact us at ************
  We would like to thank you for taking the time to bring this concern to our attention, and it is our hope that you find this matter to be resolved.
  Thank you for choosing Hertz.

  
  ****************** | Manager
  Hertz Toll and Violation Processing Service Center
  Phone: **************| Fax: **************
  **************************************| www.platepass.com/

  Customer Answer

  Date: 01/27/2023

  since this original all inclusive opt in showed up 3 weeks after my initial rental, its nearly certain the same mistake will be applied on a subsequent rental:  125916125.   I have contested both hertz and ATS (now called verra?) have told me theres nothing they can do and that the erroneous charge for an opt in rate will have to appear on my credit card before anything can be done.  Id like this corrected to the admin fee plus toll amount rather than then $100+ charge on this 2nd rental 125916125 as well.  Now that I know Thai charge will be applied automatically even with my opting out, I have no plans to rent via hertz or any company that uses Ats/verra in the future, so this 2nd rental will be the last that needs fixing. 

• Initial Complaint

  Date:01/15/2023

  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.

  At the time of our rental with Hertz we declined the All-Inclusive Toll option through PlatePass. We were told (and per the plate pass website) if we incurred a toll, we would be charged $10 plus the non-discounted rate of the toll. On December 29th, when returning from our vacation, we incurred a total of $3 in tolls due to unmanned locations. Rather than being charged the $3 plus $10 they added the "all inclusive" to our rental. This resulted in our being billed $209.86. Rental Agreement: ********* We are requesting that the difference be refunded.

  

  Business Response

  Date: 01/17/2023

  Dear *****,
  My sincere apologies for any inconvenience or frustration this matter has caused.
  I have reviewed your account, and I see that the PlatePassAll-Inclusive Tolling option was declined when the rental vehicle was picked up, but the transponder device affixed to the windshield was activated when you traveled through a toll facility. Therefore, the PlatePass AllInclusive Rate has been charged in the amount of $209.86.
  I see you spoke with a representative today and they were able to offer you the opt out option, which will save you some money. By opting out, you would then be billed for each toll fee plus a $9.99 administrative fee per toll usage day. The new rate will be $24.48, which is a savings of $185.38.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 per toll usage day.
  Please let me know if there is anything more, I can assist with. 
  
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:www.platepass.com
  

  Customer Answer

  Date: 01/17/2023

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