Complaints

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

• Initial Complaint

  Date:08/20/2024

  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.

  Rental Agreement: *********Last Name: ****** Rental Start Date: 07/24/2024Pickup Location: ******* 1797 ***** CT Rental End Date: 08/16/2024Return Location: ******* 1797 ***** CT Amount Due: $0.00 Thank you for renting with Dollar Rent A Car.Dollar Rent A Car utilizes a service called PlatePass which allows its customers to use cashless lanes or all- electronic tollways without using a personal transponder or paying the toll authority directly. Our records indicate you declined the PlatePass All-Inclusive tolling option at the start of your rental, but during your rental you activated the transponder device affixed to the car windshield and incurred tolls. As a result, the card used for your Dollar Rent A Car was charged the cost of the PlatePass All-Inclusive rate as applicable to your rental period. No further payment or action is necessary. No additional charges will apply if new tolls are received from toll authorities relating to this rental agreement.Summary of PlatePass Charges All-Inclusive Fee: $475.83 Total:$475.83 Amount Charged:$475.83

  

  Business Response

  Date: 08/21/2024

  Hello ******* ******,
   
  Thank you for taking the time to contact us.

  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 $475.83. It looks like you called us on 8/20/2024 to get this looked into. I apologize you were not told that if the transponder picks up at least 1 toll that your tolls would be automatically opted into the unlimited tolling program. If you would like to not have the unlimited tolls charged to your rental the transponder would need to not be utilized. Then you would be charged whatever tolls that were taken plus $9.99 per calendar usage day.
  
  Thank you for contacting PlatePass.
  
  SUZI ******************** Specialist
  **********************
  Phone:************** | Fax: **************
  Email:**************************************************************** | Website: ******************************

  Customer Answer

  Date: 08/21/2024

  While this may be your policy it is something that is happening regularly to people.

  This policy should be changed.  I strongly feel that keeping this policy is disingenuous and unethical.

  After having this problem my self I researched to see if others are having the same issue and it is clear that they are.

  Declining an all inclusive program should default to paying the tolls one by one, not a reactivation of it and also not an activation for the entire rental period.

  This just doesn't seem honest at all.

  

  Business Response

  Date: 08/23/2024

  Dear ******* ******,
  
  Thank you for taking the time to contact us.
  
  I apologize for the inconvenience. It appears that the transponder was activated in the vehicle, which automatically opted you into the PlatePass All-Inclusive Tolling Service. 
  
  If you wish to avoid our service, please make sure that the transponder box is in the closed position when you pick up your rental vehicle. Here 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 Toll Authority. 
  
  If you have any further questions, feel free to reply back to us.
  
  Thank you for contacting PlatePass.
  
  ****** *. | Lead Customer Care Specialist
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: ******************************

  Customer Answer

  Date: 08/26/2024

  I still find this to be very bad and misleading business practice.  This policy effectively just puts a very high cost on a service that implies that it is the proper way to pay tolls at a lower cost.

  The fact that almost all users will pay more when activating this device makes it a deceptive business.

   

  The default should clearly not be the all inclusive day charge.  This just seems like a way to try to overcharge.  I feel it is boarding on a scam.

• Initial Complaint

  Date:08/14/2024

  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.

  We received the attached bill from Platepass for supposed toll usage as well as a $9.99 surcharge. The bill does not include the data of the supposed toll, which bridge it was for or any other details. We definitely had our own EZ Pass and used it for the entirety of our trip during this car rental.Please refund the full charge. Beyond this, the $9.99 fee is inappropriate. Even if we had in some bizaro world used your service to pay for tolls at $10 fee on a $3 toll is beyond the pale. Please refund to avoid a charge back with AMEX.

  

  Business Response

  Date: 08/15/2024

  Hello *******************************,
   
  Thank you for taking the time to contact us.
  I understand that you had your own transponder in this rental. After reviewing your account, I see you called on 8/14/2024 where we requested a copy of your transponder individual tolls. I understand it is frustrating to have tolls missed on your transponder. When you are going through tolls sometimes the transponder does not connect to the toll booth. This happens in your personal car as well. But your personal car is attached to your account. When/If the ******************** is missed in the rental car the tolls charge goes to the car's owner.Since we are the car's owner we pay for the toll, this is why you have the toll and the fee.

  I also understand that you are saying you are unable to see your toll that has been assessed from Platepass. If you look around the bottom left corner of the email there is a line that says Need itemized receipt? then directly under that there is a button that says www.platepass.com and all the information you need to see your tolls is in that email as well.
  
  As a onetime courtesy I have refunded this account in full. Please allow 5 business days for the refund of $13.37 to process. In the future, please send in your transponders information to get a refund for anything that has been duplicated.
  
  Thank you for contacting PlatePass.
  
  SUZI B ****************** Specialist
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:08/09/2024

  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.

  This company fraudulently charged my credit card for a toll pass that I DECLINED upon pick-up of my rental vehicle from Hertz. I paid CASH for each of the tolls that I passed through and my rental agreement/contract does not reflect the additional toll service, which was optional upon rental and that I DECLINED. I want my money refunded.

  

  Business Response

  Date: 08/09/2024

  Hello *****************************,
   
  Thank you for taking the time to contact us.
  I understand that you paid cash for all your tolls during your rental. After reviewing the details of your inquiry, I found that you are being charged for electronic toll roads.
  
  The ************** reported your rental vehicle driving through 1 toll facilities.These tolls do not have toll booths to pull off and pay the toll in cash. To pay for this toll, you would need your own account or transponder with the toll authority. We paid the tolls to avoid the renter receiving a toll violation.

  As a one time courtesy I have refunded this toll and admin fee. In the future should you take a toll that does not have a toll booth you will be responsible for the tolls and fees that occur. Please allow 5 business days for the refund of $15.99 to process.
  
  Thank you for contacting PlatePass.
  
  SUZI B ****************** Specialist
  **********************
  Phone:************** | Fax: **************
  Email:************************************** | Website: www.platepass.com

  Customer Answer

  Date: 08/11/2024

  
  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:07/31/2024

  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.

  Rented a car from **** on 5/31 (returned same day). On 7/26 saw a charge for $157 apparently associated with this rental but received no notice prior to the charge (or since). From looking at reviews on ****** of this **** location (************************) apparently this is associated with a parking ticket incurred by the employees of this location who illegally park their cars on the street and then attempt to pass the parking tickets off on customers. At no time while I was in possession of the rental car did I park in ************* (or anywhere else) or incur any parking or traffic violations. I guarantee that the parking ticket will show a location right next to the **** location (************************************************) and the time of the violation will show that I had not yet taken possession of the car or had already returned it. This charge should be refunded immediately in its entirety. The rentalcarticket.com website also has no records associated with the fine despite trying to look it up using multiple inputs.

  

  Business Response

  Date: 08/01/2024

  Dear ***************,

  Thank you for taking the time to contact us. 

  I understand that you were unable to locate your information on Rentalcarticket.com. I have located your account and see the ticket was shortly after you picked up the rental. As a courtesy I have sent this ticket and the service charge to our refunds department. Please allow 5 business days for the refund of $157.00 to process. 
  

  Thank you,

  SUZI B ********************* Representative
  Avis Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  Email: ************** | Website: www.avisrentalfine.com 
  

  
  

  Customer Answer

  Date: 08/02/2024

  
  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,
  
  *************************-gold
  
   
  

• Initial Complaint

  Date:07/29/2024

  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.

  Rental Agreement: 180541852Rental Start Date: 07/18/2024Rental End Date: 07/21/2024 Pickup Location: ******* ********************** After recently renting a car using Hertz through the President's ****** Program, I was charged $39.87. The Toll Charges were $9.90. The "Convenience Fee" was $29.97 -- this is a *****% fee for the toll. More than 3x the actual toll. I was never asked or offered a toll feature when renting the car. I was not provided with any T&Cs or any information about this. I did not even receive a receipt explaining the charges until days after the credit card charge. This is completely unacceptable predatory behavior akin to payday loans. PlatePass should be ashamed. I will be reporting this to the ************************** and disputing this charge.

  

  Business Response

  Date: 07/30/2024

  Hello ***************************,
  
  Thank you for taking the time to contact us.
  

  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 $29.97, as there were tolls used on 3 day during the rental period. The terms of the fees are outlined in your rental agreement.
  
  As a courtesy I have waived the administrative fees so you are only paying for the tolls that were taken during the time of this rental. Please allow 5 business days for the refund of $29.97 to process back to your account.
  
  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 if they allow it.
  
          Option three is to avoid toll roads.
  
          Option four is to utilize a personal toll tag from the ***************
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

• Initial Complaint

  Date:07/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Dollar Rental car 4/5/24 - 4/9/24. When picking up the car, I declined the Plate Pass All ************************** My friend who I traveled with used to live in the area that we were visiting before moving only 5 months ago. With his local knowledge and ****** Maps setting to avoid all tolls, he and I were very careful to avoid all tolls. We often took back roads to avoid them. We returned the car with no damage and paid the invoices as we agreed to before we took the car. Since then, I have been repeatedly contacted via email and **** indicating that I owe Plate Pass $129.95. In my second attachment. *********, a service representative, acknowledges that I did not sign up for their service. Yet, they are trying to get me to pay $129.95 because somehow the service was activated. I've attached a bill as well as an email from a service representative saying they made an error. ********* then offered me a different billing amount, with a caveat that I might be billed for additional tolls. I responded asking her for proof of the rental car passing tolls especially the one that activated the service. Since then, no one will respond to me; however, they keep sending letters and emails demanding payment. When you read *********'s email, she offers that I pay $48.38 which she calculated as $9.99 per day in administrative fees plus the tolls I've encountered. Doing the math myself, 5 days at $9.99 is $49.95. If I encountered a toll, which I have been repeatedly denying, then my bill should be no less than $49.95 in service fees plus the tolls I encountered.I am being scammed by Plate Pass, nobody will reply to my email asking for proof of tolls, and I am still being repeatedly harassed via email and ****. My fear is how many other honest individuals have been scammed by Plate Pass. I am also genuinely worried about my credit score and how that'll affect my future. Please help, BBB. Sincerely, ************************* ************

  

  Business Response

  Date: 07/29/2024

  Hello *************************,
  
  Thank you for taking the time to contact us.
  
  I understand you are stating you did not use any toll roads. I also see that the transponder was activated. Once the transponder is activated it automatically opts you into the unlimited tolling package. Unfortunately, there is no way to give you a receipt with the individual tolls. It looks like we sent an email asking if you wanted to be opted out of the unlimited tolls. If you had accepted, we then would have a receipt showing the individual tolls. As a courtesy I have waived this tolling charge in full.

  I apologize for any confusion. Have a wonderful day!
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com

• Initial Complaint

  Date:07/25/2024

  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.

  During a recent Hertz car rental from July *****, 2024, I utilized my own personal toll transponder, which I temporarily registered to the rental vehicle's license plate for the duration of the rental. Despite this, Verra Mobility dba "PlatePass" sent me an invoice for toll charges that were already covered by my account.This invoice is fraudulent and an attempt to extract money under false pretenses. I have included clear evidence that all tolls during the rental period were correctly charged to my personal transponder account.I demand a retraction of the fraudulent invoice from Plate Pass.

  

  Business Response

  Date: 07/25/2024

  Hello *********************************,
   
  Thank you for taking the time to contact us. 
   
  I have reviewed your toll tag statement and the tolls reported to us by the toll authority and attached the documents as a PDF. 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.
   
  I understand it is frustrating to have tolls missed on your transponder.
   
  When you are going through tolls sometimes the transponder does not connect to the toll booth. This happens in your personal car as well. But your personal car is attached to your account. When/If the ******************** are missed in the rental car the tolls charge goes to the car's owner. Since we are the car's owner we pay for the toll, this is why you have the toll and the fee.
  
  As a one time courtesy I have waived the tolls and fees for this account. If in the future your transponder does not pick up the a toll, you will be held responsible for the toll fees. 
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  
  

  Customer Answer

  Date: 07/25/2024

  
  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 do not however agree with the businesses assertion that the toll transaction receipt I provided does not match the invoice they received as I have no way to ascertain this. They billed and did not provide the toll invoice or another other details related to the location, date and time the tolls were alledgedly incurred. This should have been provided transparently upfront when I was billed, if it was available. I have confirmed that my account now reflects a zero balance. 
  
  Regards,
  **********************
  
   
  

• Initial Complaint

  Date:07/24/2024

  Type:Order 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.

  Plate pass continues to send me a bill for a rental agreement that I was not part of, invoice *********. I attempted to get Hertz and Plate pass to work together to correct their billing issues so that the appropriate party would be sent the invoice rather than me, but neither company has attempted to correct their issue.Plate pass and Hertz need to correct their billing issue so that bills are not erroneously sent to the wrong people. I have asked both Plate Pass and Hertz to provide me a rental agreement that I signed consenting to the use of Plate Pass and neither have.

  

  Business Response

  Date: 07/25/2024

  Hello *********************************,
  
  Thank you for taking the time to contact us.
  
  I understand that you believe your company should be paying for these tolls. ************************** has not made payment for these tolls. I do not see where you have been charged/ or emailed an invoice for this charge. There is a different email address on file that has not responded to our efforts.
  
  As a onetime courtesy I have waived the tolls and fees for this account. If in the future, please send invoice to you company if they are to pay this for your rental.
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website:www.platepass.com

  Customer Answer

  Date: 07/25/2024

  
  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:07/22/2024

  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 am filing a complaint regarding an unwarranted charge on my credit card from PlatePass.com for a service that I neither utilized nor was made aware of. On June 27th, I brought my car in for service at my local dealership, and as they had no loaner vehicles available, the dealership arranged a Hertz rental for me, which was billed through my car warranty. I had no choice in the car selection or rental terms.I had the rental car for four days between 6/27/24 and 7/1/24, and on July 16th, I received an invoice from PlatePass.com for $43.96. The invoice claimed that declined the PlatePass All-Inclusive tolling option at the start of my rental (this is false, no one mentioned anything to me about this, nor was I aware that such a service existed) and that I had activated a transponder (again this is false as well because I did not even know a transponder existed nor did I travel on any toll roads during the 4 days I had my rental), resulting in a daily fee and other hidden fees. I only drove locally between the dealership and my home.I contacted PlatePass.com on 7/16/24, but they were unhelpful and informed me that they would investigate the issue and call me back. It has been almost a week, and I have yet to receive a call. I did notice a partial refund of $23.97 on my card, which I have no idea what for because no one explained or contacted me regarding my issue but I expect the remaining $19.99 to be refunded as well, considering I did not use the PlatePass service or have any knowledge of its existence or terms. Moreover, I had no say in the rental agreement, as it was arranged by the dealership.My rental agreement number is X34595013.The fee of $43.96 is absolutely absurd as no amount of tolls that I've traveled with in the past have cost that much. Shady and predatory business practice to say the least. I expect the remaining $19.99 to be refunded, because a refund of $23.97 when the invoice was $43.96 is unacceptable as I did not drive on any toll roads.

  

  Business Response

  Date: 07/24/2024

  Dear ***********************************,
   
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I see that you have contacted us regarding these tolls. Our research team has processed a refund in full as of 7/23/2024, I apologize for any delay in your refund. 
  
  If there is anything I can do, please let me know. 
  
  Thank you for contacting PlatePass.
   
  SUZI B ********************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  
  

  Customer Answer

  Date: 07/24/2024

  
  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:07/18/2024

  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 Budget on May *****, 2024. On May 16, I got a parking ticket for $56. I misplaced the physical ticket. When I dropped the car off, I asked the attendant about how to pay it. They said Budget would take care of it and would send communication about it. I wanted to pay it but didn't have the ticket number or info on where to pay. I never received any notice from Budget on options to pay.On June 27, a merchant called "BGTFINE" charged my credit card $151 seemingly out of the blue without any notice to me, no receipt, causing significant issues on my end. I could only assume it was Budget, since I had NO communication from Budget nor from ATS Processing about this charge. No invoice, receipt, or notice that I would be charged, nor an explanation of how a $56 ticket turned into $151. My credit card company declined it as fraudulent because it was an unauthorized online charge. I had to have a new card issued.On the phone, Budget rep claimed that I should've received mail showing how to pay and the late fees associated if I paid by certain dates-- I never received this. Budget then told me to contact ATS since they handle fines.I've now spoken to 2 different ATS people via phone & 2 more by email. ATS can't seem to understand my issue and thinks I want to dispute my ticket with the issuing authority, showing a fundamental inability to properly listen to what the actual issue is and investigate the matter as they'd promised me. I want to pay for the ticket, and the $30 administrative fee, but I should not be held responsible for the associated late fees that resulted from Budget not being communicative or upfront with their customers. I understand ATS is a third party. There is a problem in your workflow with Budget, and it's going to lose you both money - not just your customers'. I am beyond frustrated and am worried you will send me to collections over your own errors.

  

  Business Response

  Date: 07/22/2024

  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: 
   
  Name of the rental car company;
  Name and address of the primary renter as it appears on the rental record;
  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
   
  I look forward to receiving your response with these details.
   
  Thank you for choosing Avis.
   
  SUZI * ********************* Representative
  Avis Violation Processing Service Center
  Phone: ************** | Fax: ************** 
  Email: ************** | Website: www.avisrentalfine.com 
  
  

  Customer Answer

  Date: 07/22/2024

  Hello, 

  Thank you for looking into this matter. The rental car company was Budget. Rental Agreement # was U755722376. My address is **************************************************************** 

   

  I look forward to hearing what you're able to find regarding my attempts to communicate with your customer service reps. 

   

  -Maya