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:12/11/2022

  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.

  I rented a car from the ************** Thrifty on 14 Nov 2022. Rental agreement *********. It was for 4 days. The weather was dreary and I was driving to a little town southwest of ******. There were no explanations of the tolls, no "booth" I recall passing by but what appeared to be an easy pass near the rearview mirrior. A few weeks after returning home, I received a letter in the mail that I had missed (3) tolls totaling less than $14 but was charged an additional (3) processing fees for each totaling $45 plus the $14. The $15 charges to "find me" were outrageous enough but to charge that per each violation for a trip from point A to point B totaled 30 mins and all were on one violation is a bit egregious to say the least.

  

  Business Response

  Date: 12/12/2022

  Dear ******,
  Thank you for taking the time to contact us regarding the charge you received.
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 11/14/2022 to 11/17/2022,the ************** reported 3 toll charges 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 *****. 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.
  As we value you as a renter, Im issuing you an adjustment of $45.00 for the administration fee. Please allow up to 5 business days for it to post back to your account.
  
  Thank you for choosing Thrifty.
  ************ | **************** Supervisor
  Thrifty Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  Email: ************************** | Website:www.thriftyrentalfine.com
  

  Customer Answer

  Date: 12/12/2022

  
  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,
  
  Rihana ********
  
   
  

• Initial Complaint

  Date:12/10/2022

  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 through HotWire, an online booking agency, which booked me through Thrifty Car Rental at ********************. When I got to the counter, I asked the agent about how tolls work since I'm not from the area. The agent told me that the tolls in ************ are cashless and that the machine will read my license plate & record the ******************** that way. He told me that my card on file would be automatically charged once ******* received the invoice from the tolls. I was not offered any sort of transponder, any sort of package, and I was not told anything about any administrative fee. It seemed the agent was pretty young and new as he required manager assistance figuring out how to process the rental. I received a charge for $104.25 several weeks later, and was shocked at this amount. The amount of tolls was only $29.25, but I was charged $75 in "administrative fees." I strongly feel that this is a deceptive practice; $15 is not a small amount to charge per toll, and the agent should have explained how the billing system works when I asked specifically about how tolling will operate. Since I feel that I was misled about this system, I am requesting a one-time adjustment of the $75 administrative fee.

  

  Business Response

  Date: 12/12/2022

  Dear ******,
  Thank you for taking the time to contact us regarding the charge you received.
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 10/28/2022 to 11/02/2022, the ************** reported 5 toll charges 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 ******. 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.
  As we value you as a renter, Im issuing you an adjustment of $75.00 for the administration fee. Please allow up to 5 business days for it to post back to your account.
  
  Thank you for choosing Thrifty.
  ************ | **************** Representative
  Thrifty Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  Email: ************************** | Website:www.thriftyrentalfine.com
  

• Initial Complaint

  Date:11/28/2022

  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.

  My Jeep Renegade had a recall for oil consumption, my engine needed to be replaced. I received a rental from Hertz on Aug 23. My car was ready for pick up on Nov. 15 from the dealership. The day I took the rental, on Aug 23, I called back to ask about toll usage since I live in **************** and I work in ******, **. The rep on the phone said you can use the tolls, they will charge you when you return the car. At no point did he tell me there was an admin fee of $6 a day per use of tolls. I was very surprised to know that on Nov. 23 Hertz was trying to charge my debit card for $632.32. I called the Plate Pass and was told all they could do was provide a credit of $127.93. I said I didn't agree with that, that I was not aware of these extra fees or I wouldn't have used the toll way. I personally have a toll tag and the Plate Pass is charging me full price for tolls plus the admin fees. I really don't feel that this is fair since I was in a rental due to a recall and not because of a need to take a trip or due to any other reason. I will pay for the toll fees without any additional fees. I feel it fair to only pay the reduced toll amount I would pay if I would have used my toll tag. It is absolutely ridiculous to pay $632 for just driving on a road.

  

  Business Response

  Date: 11/29/2022

  Dear ***********************,
  Thank you for contacting us regarding your billing concerns. My sincere apologies if you were not fully informed of the toll policy and fees at the time of your rental.
  I understand you have your personal toll tag. We are charged the highest un-discounted cash rate by the Toll Authority.Unfortunately, we are unable to match the ** Pass pricing as we are not billed a discounted rate.
  As we do value you as a renter, I have adjusted the remaining $127.92 for the administration fee. The toll balance on the account is $376.47.
  Please let me know if there is anything more,I can assist with.
  
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax: **************
  ************************************** |www.platepass.com
  

  Customer Answer

  Date: 11/30/2022

  Thank you for your quick response to this matter. Im sorry to say that this resolution is still not ok. I am adamant that I asked about fees, I was worried about any additional fees and now Im being told sorry thats all I can do. I need someone to reach out to Hertz and see that I called and inquired about fees. Again had I been told the time I called I wouldnt have used the toll way and I wouldnt have this large toll fee. Please see that you use all resources you have to resolve this issue. 
  

  Thank you

  

  Business Response

  Date: 12/09/2022

  Dear *******,
  
  My sincere apologies for any inconvenience or frustration this matter has caused.
  
  As previously explained, we are unable to adjust each individual toll. As we value you as a renter, I am adjusting the full toll amount of $376.47 as a one- time courtesy. Please allow 5 business days to post back to your account.
  
  I hope you find this satisfactory, and this matter settled.
  
  Thank you for contacting PlatePass.
  
  ************ | **************** Representative
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:www.platepass.comTell us why here...

  Customer Answer

  Date: 12/15/2022

  
  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:11/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ******* for 3-day trip and rented a car from Fox Rental. Came home and several weeks later received a letter in the mail of a Toll bill, toll was $9.45, but administrative fee was $15/toll, total of $39.45. This is outrageous! Where do you get $15 Administrative fee from. I was never offered the option to pay toll fee beforehand. I'm new to *******, not sure how would I go about prepaying for tolls. I'm willing to pay for what I owe $9.45, but not the $30 admin fee. Besides, I booked an average size car online for about $27per day ($136 for 3 days including taxes and fees). When I picked up the car, the saleswoman tried to get me to take another car for an additional $26/day, then asked me to buy insurance, then tried to sell me on a full tank of gas, and then half tank of gas. In addition, I was told tax was 30%. At one point my 3-day rental came out to be nearly $60. Crazy how they tried to sell you things you don't need, and with a bunch of hidden fee, but never informed me any toll related information or admin fee. I feel cheated. In addition, I tried to look up the bill online, it wouldn't let me pay. The message stated "There are currently no Paid Notices. Please check back later." Made me think this was a scam, and that they will come back with some late fee penalties.

  

  Business Response

  Date: 11/28/2022

  Dear *****************,
  Thank you for taking the time to contact us regarding the /notice you received.
  
  I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 10/29/2022 to 11/01/2022, the ************** reported 2 toll charges 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 $39.45. 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.
  
  As we value you as a renter, Im issuing you an adjustment of $30.00 for the administration fee.
  
  Please let me know if there is anything more, I can assist with.
  
  Thank you for contacting Fox Rent a Car
  ************ | *** Rent A Car
  Phone: ************| Fax: ************
  ********************* | FOXTOLLSANDFINES.COM

• Initial Complaint

  Date:11/11/2022

  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 Hertz in ********, ****** on September 10, 2022 and returned the car on September 28, 2022 to the same location. I drove to **********, ***** and *******. After I returned the car, I received a credit card charge for toll charges from ****************. I supposedly went thru a toll booth in ******** on Sept. 14, Sept. 17, Sept. 24 and Sept. 27. The car did have ******** license plates, however, the car was never in ******** during my rental period. I have repeatedly spoken to all parties involved. I have given Plate Pass all of my hotel receipts and credit card receipts that show I was not in ********. Plate Pass continues to assert that these are my charges and has submitted some kind of documentation to my credit card company. Presumably, they are showing a statement of the toll charges that has my rental Agreement Number. It was Plate Pass that gave the incorrect Rental Agreement Number to ***** as there is no other way that ***** could obtain this number. As a consequence, ***** put this wrong Rental Agreement Number on their statement. Of course, there are no photos of my license plate because the car never went thru the tolls. I have submitted all of my receipts to my credit card company and am awaiting their decision. All that Plate Pass has to do is to look at the transponder information that they have received from ***** and they can easily determine that they incorrectly assigned the transponder information to my rental car. If they can't determine that it is not my car, my only conclusion is that this misassignment is intentional and fraudulent.

  

  Business Response

  Date: 11/15/2022

  Dear *******,
  My sincere apologies for the inconvenience and frustration this matter has caused.
  I was able to review your account and I see that a dispute was processed with your financial institution on 10/24/2022. When the dispute was processed, your financial institution reversed the charge and credited your account in the amount of $51.40.
  If your financial institution sends you communication advising the credit has been removed from your account, please forward a copy of that to me. Once I have the documentation, I will be able to adjust your account in full. Again, I apologize for any frustration this may have caused.
  * When e-mailing your documentation, please be aware that we are unable to accept hyperlinks, TXT files, or XLS files.
  * Please either remove or obscure personal information, such as social security number, full credit card number, full date of birth, or driver's license number in your response.
  Please let me know if there is anything else I can assist with.
  
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:www.platepass.com
  
  

  Customer Answer

  Date: 11/22/2022

  The case is not settled.  The vendor suggested that they were going to credit me back the wrongful charge and that it would take five days.  I did not respond because I was going to wait till I received the credit.  They sent me an e-mail yesterday to the effect that they are not going to send me back the money.  I called the credit card company and I escalated the case from a non-recognized charge to a fraud case.  Your dispute resolution process is a joke.  You are reporting that the case was resolved.  It is not resolved.  Thanks for nothing.

  

  Business Response

  Date: 11/30/2022

  Dear *******,
  My sincere apologies for the misunderstanding.
  In my previous response, I stated due to the charge back, we would need documentation showing that the dispute has been dropped. We show you provided those docs on 11/16/2022. A full refund of $51.40 has been processed.Unfortunately, because of the chargeback we are unable to apply the $51.40 back to your credit card. You will receive a check by mail. I hope this clears thing.
  Please let me know if there is anything else I can assist with.
  
  Thank you for contacting PlatePass.
  ************ | **************** Supervisor
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:www.platepass.com

  Customer Answer

  Date: 12/02/2022

  Citibank incorrectly told me to file the dispute as a non-recognized charge.  Plate-Pass, recognizing the loophole submitted a copy of the ********************** contract to contend that the charge was now recognized because my ********************** contract says that I am responsible for toll charges.  Based upon CitiBank receiving the contract from you, Citibank removed the temporary credit from my account.  Once you were notified that CitiBank gave you the money back, I received the following e-mail from Plate-Pass, "Hello,
  I show that a payment of $51.40 was received on 11/21/2022. This account is currently settled. I hope this information has been helpful. This means you thought you successfully won the case because you proved the charge was now recognized.  Therefore, I reinstituted the case as a Fraud case.  Since  I sent you proof a long time ago that I was not in ********, you now realized that you are going to lose on the fraud case.  Therefore, you are now pretending that you are an honest company and you really want to give me the money back that you tried to defraud me out of.  I don't believe for a second that you are returning the fraudulent charges.  I will persist with the fraud dispute as I already have the credit on my account which will become permanent.  Furthermore, when the Fraud dispute is ended in my favor, I will then sue ********************** and Plate Pass in small claims court in ****** for negligent and intentional infliction of emotional distress.  You are aware that the ********************** contract states that Plate Pass is an affiliated company and as such, Plate Pass is bound by the contract as well.  That is why you are protected by the arbitration clause.  Well, it is a two way street.  If you are protected by the contract, you are also liable under the contract.  You also know that small claims actions are allowed under the contract.  You also know that jurisdiction for the lawsuit is where I reside.  Have your attorneys' contact me or I will see Plate Pass in court.

• Initial Complaint

  Date:11/04/2022

  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.

  I rented a car from Hertz from 9/14/22 to 9/21/22. I needed to get a replacement car because the ** was not working in the first one. During this week, I drove the replacement car from ************* to ***** and back. I passed through three different tolls in ************* and *****. I used my personal transponder for these tolls and did not open the Plate Pass box. A few weeks after returning the rental car, I received a bill in the mail for tolls that I never passed through. Some of them were tolls in New ******************** and ********, which were states I did not travel to during this time. I emailed Plate Pass/**** Mobility and they asked for receipts or credit card transactions from that time frame to prove I was in a different location. I sent a screenshot of 3 of my bank transactions with the date of 9/19/22 (actual transactions occurred on 9/18/22) and the location stamp of ****, *****. I also sent a report of my EZ Pass transactions to show I passed through and paid for the ** and ME tolls during that week. I also sent a picture of my personal transponder. After multiple emails back and forth, Plate Pass is refusing to admit that these charges are invalid even after all the documentation I have sent them. At this point, I believe this is fraud and they need to drop all the charges from this bill.

  

  Business Response

  Date: 11/07/2022

  Dear *******, 
  
  Thank you for contacing us regarding rental agreement number H81427695. 
  
  I understand you were billed for toll that you were not in the area of. I have adjusted $49.20 on the account and is settled with  a zero balance. 
  
  My sincere apologies for all the frustration and inconvenience this matter has caused. 
  
  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: 11/09/2022

  
  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:10/26/2022

  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 had an incident in a rental car and immediately notified business. Claim A****-****-*****, RENTAL AGREEMENT ********. This was a minor incident and the damages seemed excessive at $5063.90, but $4563.90 was paid by my AAA insurance.Dollar rental is now claiming a balance owed of $3413.00 to include loss of use and admin fees. I feel that this is excessive - the loss of fees are for 40 days. The average time a car rental is in the shop in the US is 12 days on average and that is up from previous years. I had received no updates on this delay and I would like to settle for half of what they are claiming. I have sent several emails in response to their final balance claim. I feel that $7976.90 was excessive and my out of pocket is too high. Please consider a reduction to close this out. Thank you

  

  Business Response

  Date: 10/27/2022

  Dear *************************,
  Thank you for contacting us.
  I have reviewed the information that you provided, as well as your account details. As a business partner, we process tolls incurred during Dollar rentals. Since your inquiry is regarding your rental experience,I would advise you to contact the rental agency directly in regard to your request. They may be reached by:
               Phone:*************
  I apologize that I am unable to assist further.
  
  Thank you for choosing Dollar.
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************************** | www.dollarrentalfine.com

• Initial Complaint

  Date:10/24/2022

  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 am disputing the $90.00 administrative fee that you plan to bill me on/after 31 October 2022. I assert the following: 1) I was not afforded the opportunity to pre-pay for tolls (as some companies do). 2) Your charge of a $90 administrative fee (6x $15) for a $24.30 toll is beyond excessive, and could be considered predatory. 3) You state that, if I take no action, my card will be charged the toll amount and administrative fee on 10/31/2022, but you offer no way to pay early/immediately and avoid said administrative fee(s).I went to *********** and attempted to pay the toll directly, but no information came up. I believe in honoring my debts, and have no issues with paying the toll amount to you. However, I believe that an administrative fee (especially one that is nearly 4x the amount of the toll) is unneeded and a blatant attempt to profit from people with no recourse. I note that you have an A rating from the BBB and hope that you adjust your practices. It appears that I'm one of many who find this practice unfair, so I hope that your high rating is due to your responsiveness.

  

  Business Response

  Date: 10/25/2022

  Dear ******,
  
  Thank you for contacting us regarding notice number *************.
  
  When the rental vehicle was picked up, Dollar offers an option to add the PlatePass All-Inclusive tolling service at the rate of $12.49 per rental day. If this option had been selected, all the in-network tolls reported against the vehicle would have been covered for the flat rate of $62.45. The rental agreement advises that if you do not choose the PlatePassAll-Inclusive tolling service, you will be billed for each toll plus a $15 administrative fee per toll. The administrative fee will cap at $90 per rental period.
  
  I can still opt you into the PlatePass All-***************** at the same rate at which it was offered at the rental counter. This would save you $51.85 in fees and cover all in-network tolls.
  
  If you would like to accept this offer, please respond.
  
  Thank you for choosing Dollar.
  
  ************ | **************** Supervisor
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ************************************** | www.dollarrentalfine.com

  Customer Answer

  Date: 10/28/2022

  In the customer service response it says I was offered a plate pass to reduce costs of their administrative fees on tolls. This is not accurate.

  No one verbally offered me anything of that nature.  When I arrived the agent was friendly at first and was trying to up sell me a different rental car.  When I told him I wanted a vehicle at the rate that I had pre-paid he was no longer pleasant and said just put your credit card there pointing to the credit card machine and walked off. He did not mention a single thing about a plate pass or $15 per toll fee. He did not even explain if I had pre-paid before arriving what the additional fees were.  I have used many rental car companies over the years and have never had such a negative experience as this. 

  ****************************************

  

  Business Response

  Date: 10/31/2022

  Dear ******,
  My sincere apologies for any frustration or inconvenience this matter has caused.
  Im issuing you an adjustment of $90.00 for the administration fee. The balance on your account is the toll amount of $24.30.
  If you have any other questions, feel free to reach out to us.
  
  Thank you for choosing Dollar.
  ************ | **************** Representative
  ******************** Toll and Violation Processing Service Center
  Phone: ************** | Fax: **************
  ******************************************* | www.dollarrentalfine.com

• Initial Complaint

  Date:10/11/2022

  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.

  Prime example of consumer abuse and they are nothing but a self revenue generator. My rental contract was with Hertz who uses ATS processing services, llc for plate pass. This complaint is subsequent additional fees that are greater than that of an agreeable contract. First off I never received a notice from Hertz neither did I authorize this $30 fee. I found this out 4 days ago as I received a notice dated 9/15/22 with the envelope stamped for 9/22/22 and 30 days to respond from the toll road servicer, that states they will furnish this alleged debt of $54 to the department of revenue for an offset. I began my research to gather more info as to why the letter was not received, and I had an agent email the receipt. Hertz dropped the ball and got me in the situation I am today. At the time of rental you provide a valid ID to the ********************** agent for the rental which further validates the proper address and the also ask if it is correct. They send a notice to an address I do not live at nor is it on my driver license. THIS IS A REASON I DID NOT DISPUTE OR EVEN ATTEMPT TO ADDRESS THE MATTER. Further more I used my own SUNPASS. This is unacceptable and predatory practices to get money. My contract is ********* date 7/31/21 to 8/07/21. I was charged a $30.00 administrative fee. They take money from consumers fraudulently, furnish your information to another agency committing aggravated identity theft by providing your personal information without your consent. ALL THE **** BEING CHARGED THEY SHOULD BE PAYING FOR THE TOLLS THAT ARE TO PAID AND NOT HAVING CONSUMERS PAY HERTZ AND THE ACTUAL TOLL ROAD AGENCY, EQUALS DOUBLE DIPPING; LOOKS LIKE **** TO ME. This is Hertz error for mailing a letter somewhere I do not live all of this could have been avoided if the letter was sent to the correct address. I want my $30 refunded which will not resolve me dealing with the toll provider directly about $54.

  

  Business Response

  Date: 10/12/2022

  Dear *******,
  
  Thank you for contacting in regard to rental agreement *********. I would be happy to assist you with all your concerns.
  
  As a business partner, we process tolls incurred during Hertz rentals. I apologize the incorrect information was provided to us by Hertz causing a delay in you receiving your notice for the violation.
  
  During your rental from 07/31/2022 to 08/07/2022, the vehicle you were driving received two toll violations from the Southern Connector Toll Road on 08/06/2022. The $30.00 charge covers the administrative fee. The terms of the fees are outlined in your rental agreement.
  
  We have processed the violation and submitted documents to the Southern Connector Toll Road in order to transfer the violation into your name and, thereby, retain your right to due process.
  
  As we value you as a renter, I have adjusted the $30.00 administration fee in full.  
  Please allow up to 5 business days for it to post back to your account.
  
  Please do not hesitate to contact us with any further concerns.
  
  Thank you for choosing Hertz.
  
  ************ | **************** Supervisor
  ********************** Violation Processing Service Center
  Phone: ************** | Fax: **************
  Email: ******************************** | Website: www.hertzrentalfine.com