Complaints
Customer Complaints Summary
- 277 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/15/2023
Type: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 which in the pass has imposed a $5.95 per toll day handling fee on top of actual highway tolls has --without agreement or contractual arrangement with me -- debited $279.90 from my credit card for what should have been one toll day with $5.47 in actual toll charges plus the $5.95 handling fee or $11.42 = an overcharge of more than 24 times. PlatePass invoice ********** - Hertz rental *********. All the toll charges were concentrated on one day: 12/29/2022.
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 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 $279.90.
I have the option to opt your account out of the PlatePass All-****************** 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. If you would like to opt-out of the service, the new rate would be $18.82, which is a savings of $261.08. 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.
If you would like to accept this offer, please reply.
Thank you for contacting PlatePass.
************ | **************** Supervisor
**********************
Phone: ************** | Fax: *************
Email: ************************************** |Website: www.platepass.comInitial Complaint
Date:01/10/2023
Type: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 an electric car from hertz. The day prior to returning the car I went through the toll using EZ pass. I was never made aware that I would be charged anything more than the toll charge. 2 weeks after receiving my receipt from hertz, I get a receipt from this company that they charged my cc $129.99. No response to my requests. I could see a daily charge but charging me a full weekly charge for something I was unaware of is outrageous.Business Response
Date: 01/11/2023
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 $129.95.
I have the option to opt your account out of the PlatePassAll-Inclusive service, which will save you some money. By opting out, you would then be billed for each toll fee plus a $9.99 administrative fee. If you would like to opt-out of the service, the new rate would be $14.99, which is a savings of $114.96. 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.
If you would like to accept this offer, please reply.
Thank you for contacting PlatePass.
************ | **************** Supervisor
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website:www.platepass.comCustomer Answer
Date: 01/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
Initial Complaint
Date:01/09/2023
Type: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.
Verra Mobility operates a company called Plate Pass, a collection agent for toll roads. The company bills toll users for money not owed and then gives you an invalid phone number of ************ to call for disputes. Verra Mobility/PlatePass needs to contact me. They are billing in error and not giving the person the opportunity to disute.Business Response
Date: 01/11/2023
Dear ******,
Thank you for contacting us regarding your billing concerns.
I apologize if you were unable to reach us by phone.Our office hours are Monday through Friday 9:00 AM to 5:30 PM EST.
To better assist you with your dispute, can you please provide more information as to why you are disputing the toll charges.
I look forward to your response and resolving this matter for you.
Thank you for contacting PlatePass.
************ | **************** Representative
**********************
Phone:************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:01/06/2023
Type: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 received a first and only PlatePass invoice today 6 Jan 23, invoice #: ********* & Rental Agreement #: *********. This invoice is associated with a fraudulent car rental from Hertz from what appears to be the *** area during ***** Oct 22, I live in ******** and was in ******** during this time. I have my credit card with me and did not authorize any use of my card. As soon as I noticed the fraudulent credit charges, 23 Oct 22, I contacted Hertz and my bank. Credit card was cancelled charges were reported as fraudulent. Hertz refunded a non-pick-up fee and bank refunded fraudulent rental car costs. Now I'm receiving this PlatePass invoice for tolls made during this fraudulent event. I called PlatePass to try and resolve and was advised the account was sent to collections as the charges were declined. The customer service representative advised there was nothing they could do and to contact Hertz and my bank. I contacted Hertz and after a long phone call, they advised there was nothing they could do since PlatePass was a third party vendor and I had to work it out with them. I don't understand how PlatePass can send a fraudulent charge to collections without ever discussing the situation with the individual or assist in resolving an obviously fraudulent charge.Business Response
Date: 01/10/2023
Dear ****,
My sincere apologize for any frustration or inconvenience this matter has caused.
As we value you as a renter, Im issuing you an adjustment of $129.32. Your account has been settled with a zero balance.
If you have any additional questions, feel free to respond to this email.
Thank you for contacting PlatePass.
************ | **************** Supervisor
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website: www.platepass.comInitial Complaint
Date:12/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a vehicle from Hertz at ***, and was told not to worry about paying bridge tolls as they would be billed to my credit card later. What they did not tell me is that they would also be charging me a convenience fee equal to more than the toll fee:Toll Charges: $9.40 Convenience Fee: $9.99Business Response
Date: 01/04/2023
Dear ****,
My sincere apologies for any frustration or inconvenience this matter has caused.
I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 12/14/2022 to 12/18/2022, the ************** reported 1 toll charge to the license plate of the rental vehicle. The ********************** All-Inclusive tolling service was not added to your rental, so you are being charged for the tolls as well as an administrative fee for a total of $19.39. The administrative is charged at $9.99 per day of use. The terms of the fees are outlined in your rental agreement.
As a one-time courtesy, I have adjusted the full administrative fee. Please allow up to 5 business days for it to post back to your account.
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.comInitial Complaint
Date:12/24/2022
Type: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 thru Hertz. They have the transponder that will pay the tolls and you pay later. I have used before and never been charged a convenience fee that was MORE than the toll. I could have stopped and paid cash, but remembered they would bill it and it was never an issue in past years. THIS company charged almost double the original toll, as a convenience fee! $19.98 seems a little much for an 11 toll. This is highway robbery, literally. It should be against the law. Other convenience fees, are normally 3-5%. These electronic transactions cost these companies practically nothing!!! Outrageous!Business Response
Date: 12/29/2022
Dear ***************************,
My sincere apologies for any inconvenience or frustration 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 $19.98, as there were tolls used on 2 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 full $19.98 as a one time courtesy. Please allow up to 5 days to post back to your account.
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.comCustomer Answer
Date: 12/29/2022
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:12/23/2022
Type: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 Car Rental at the ******************************** in **********, ** from Nov. 21 to Nov. 27, 2022. While driving the car I used the installed EZPass for two short trips on the *********** (toll Road). Each of those tolls was $1.70 for a total cost of $3.40. I received an email from Hertz stating I was charged $129.95 for weekly use of the pass. The receipt stated that I refused the "all-inclusive tolling option". I don't remember being asked but even if I was why would anyone agree to pay $129.95 when they were going to use less than $5.00 in tolls? That makes no sense. When I questioned it with Hertz they said it wasn't their issue that I needed to speak to the people at Plate Pass, who is the 3rd party they contracted the devices/billing from. I've contacted both companies, Hertz keeps kicking the ball to Plate Pass (and now won't even answer at all) and Plate Pass won't answer my emails or call me as requested. These charges are atrocious and these companies are taking advantage of consumers. I feel I'm never going to get any kind of resolution from either of them and this type of charging people after the fact is predatory and needs to be stopped. I hope you can help.Business Response
Date: 12/29/2022
Dear *********************,
My sincere apologies for any frustration or inconvenience this matter has caused.
I have reviewed your account and show you have accepted the offer to opt out and only be charged for the tolls and administration fee in the amount of $17.79. There is a adjustment of $112.16 being processed back to your card. Please allow 3 to 5 business days to post back to your account.
If there anything further I can assist with, please let me know.
Thank you for contacting PlatePass.
************ | **************** Supervisor
**********************
Phone:************** | Fax: **************
Email: ************************************** | Website: www.platepass.com
Tell us why here...Initial Complaint
Date:12/19/2022
Type: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 ********************************* International Airport from December 16, 2022 to December 18, 2022. The company fraudulently charged me $27.00 for Toll charges which were non existent. I paid in cash for all toll charges incurred during the period. Additionally, I was billed $19,00 for fuel and Services even I returned the car fully refueled!Business Response
Date: 12/19/2022
Dear *********************,
Thank you for taking the time to contact us regarding your credit card charge.
I was unable to locate an account with the information provided. To better assist you, please provide the following information:
Rental agreement number;
Or;
The first six numbers of the credit card that was charged;
The last four numbers of the credit card that was charged;
The credit card expiration date;
The credit card transaction date; and
The amount charged to the credit card.
Please reattach your original documentation to the reply (IF DOCS RECEIVED)
I look forward to receiving your response with these details.
Thank you for choosing Thrifty.
************ | **************** Supervisor
Thrifty Toll and Violation Processing Service Center
Phone: ************** | Fax: **************
Email: ************************** | Website: www.thriftyrentalfine.comTell us why here...Initial Complaint
Date:12/16/2022
Type: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 for Dollar Rentals 11/10/2022 until 11/13/2022 traveling from ************ ** to ************* **. I had no experience with how tolls worked. A week after getting back, I am getting a bill for almost $80 for the 2 tolls that totaled up to $8.84 in toll fees. Charging a $73.96 Administrative fee!! I am completely outraged. I reached out to the Dollarrentalfine.com by email and phone and got nothing from them. Never renting from them again. I feel I was scammed! Just disgusting trying to make money off of the toll booths and your customers. Disgusting. Stop calling my phone as well Rental Agreement #: *********Business Response
Date: 12/22/2022
Dear ****,
Thank you for taking the time to contact us regarding the charge /notice you received.
I see that the charge is in relation to electronic tolls incurred in a rental vehicle. The account shows 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 was invoiced in the amount of $43.96. The PlatePass AllInclusive package covers unlimited tolls at a daily flat rate of $10.99.
We received your initial email on 12/02/2022 stating you did not wish to opt in for the PlatePass AllInclusive package. We then offered to opt you out. An email was received from you on 12/06/2022 accepting the opt out rate of $38.84. This request was processed, and you were opted out.
If you are not opted into the All-Inclusive toll package,you are charged for the tolls as well as a an administrative fee for a total of $38.84. The administrative is charged at $15 per toll up to a maximum of $90 per rental period. The terms of the fees are outlined in your rental agreement.
I am uncertain where you are coming up with a charge of $73.96 for an administration fee and tolls totaling $80.00. I hope this information has been helpful.
Thank you for choosing Dollar.
************ | **************** Supervisor
******************** Toll and Violation Processing Service Center
Phone: ************** | Fax: **************
Email: ************************************** | Website:www.dollarrentalfine.comInitial Complaint
Date:12/12/2022
Type: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 declined to purchase the platepass because I brought my own unipass. I made sure that the platepass was closed the entire time so as not to accidentally incur any charges, and every time I went through a toll, I made sure that it said ****** PAID so it would not send a bill to the owner of the license plate. Now I see a charge on my credit card for ***** from Hertz Tolls (Platepass) for a toll that I did not even go through- the ************************. For the entire duration of my rental, all I did was drive from *** to ************, drive around ********, and then drive to **************. I was nowhere near ********. I will attach my toll history to show that I was not in that area at all at that time and did not even go through that toll bridge at any point. I will also attach the invoice from platepass claiming that I went through the ************************ as well as a screengrab from ****** maps illustrating how ridiculous that is.At the time that platepass is claiming i went through this toll, I was asleep. Unfortunately I have no way to prove that, because I was sleeping. I am disgusted at this blatant fraud and I expect my money to be refunded in full.Business Response
Date: 12/19/2022
Dear *******************************,
My sincere apologies for the frustration and inconvenience this matter has caused.
I have reviewed your account and see $36.87 was adjusted on 12/17/2022. Im issuing you the remaining adjustment of $19.11.Please allow up to 5 business days for it to post back to your account.
If you have any additional questions, feel free to respond to this email.
Thank you for contacting PlatePass.
************ | **************** Supervisor
**********************
Phone: ************** | Fax: **************
Email: ************************************** | Website:www.platepass.comCustomer Answer
Date: 12/19/2022
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,
*******************************
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