Complaints

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

• Initial Complaint

  Date:07/16/2024

  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.

  I rented a car through Hertz from June 14th 3PM to 18th same time (actual pick up was 2PM and return 3:45 PM), departing and returning to *************************. On June 23rd, I received an invoice from Platepass.com (Verra Mobility is the actual company name), for an amount of $74.95. I have never heard of this service, never got an explanation nor the possibility to accept or decline the service when picking up my vehicle. Also, I have been charged for 5 days of service, while my rental lasted 4. Last but not least, I passed through the ** turnpikes and ************** tolls on a single day, June 14th. I passed through the tolls using EZ lanes, as I am familiar with the possibility to pay afterwards online.I reached out to Verra Mobility requesting a full refund on July 2nd through their website, with no response to date. I have been charged for a so-called service that I never signed up for. This is a pure Scam and I expect BBB to assist with getting a full refund.

  

  Business Response

  Date: 07/17/2024

  Dear *******************,
   
  Thank you for contacting us with your billing concerns.
  
  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 $74.95.
  
  If the transponder was not charged you would have been charged for the individual tolls, plus a $9.99 per calendar usage day administrative fee. 
   
  As a courtesy I have waived the toll charges in full for this rental agreement. In the future 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 Toll Authority. 
   
  
  Thank you for contacting PlatePass.
   
  SUZI B | **************** Representative
  ********************** 
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  
  

  Customer Answer

  Date: 07/17/2024

  
  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:07/12/2024

  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.

  I received a notice of a toll fee I incurred with a FOX rental car in ******, ** on 6/20/24 at 10:50:16am. The single toll was for $1.79 and I am being charged a $15 admin fee. I called FOX and they reported that I signed an approval of this fee in the contract. (attached), You will notice my signature is above the fine print of this information and I did not read it or was I ever briefed about it. I was offered to pay $10 a day for unlimited tolls or to use the *** to avoid tolls. *** says they cannot waive the fee and I need to contact ATS processing which I have tried to do several times.I also tried calling the municipal service bureau in ** and the number supplied will not connect. I have seen multiple complaints about this situation occurring to others but there has never been a resolution. Is this a scam or do I need to pay it?

  

  Business Response

  Date: 07/16/2024

  Dear *************************,
  
  Thank you for contacting us with your billing concerns.
  
  I have reviewed your account, and I understand you are concerned with the service fees. I apologize that it was not covered verbally with you at the time you picked up your vehicle. The service fee is part of the terms and conditions on the rental contract that you agree to when you sign the rental agreement. The administrative fee is $15.00 per toll you were charged $15.00 which is 1 toll taken.
  
  As a courtesy I have waived the administrative fee in full. Your new balance is $1.79. 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 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 choosing Fox.
  
  SUZI | ***************************************************************** Center
  Phone: ************** | Fax: **************
  Email: ********************* | Website: www.foxtollsandfines.com
  
  

  Customer Answer

  Date: 07/16/2024

  
  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:07/09/2024

  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 was improperly charged a fee for tolls. Ive emailed them three times through their website asking for the data they have for this absurd rental car toll fee. They have not responded. There are numerous similar reviews here on BBB.

  

  Business Response

  Date: 07/10/2024

  Dear *******************************,
  
  Thank you for contacting us with your billing concerns.
  
  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 $167.94.
  
  I see there were 2 tolls charged to this toll pass. One is the ******************,and the other is the ******************. These tolls are both called open road tolls there is no way to pay cash for these tolls.
  
  If the transponder had not been charged for any tolls you would have been charged for the tolls plus a $9.99 per usage day administrative fee.
  
  As a courtesy I have waived these fees in full. Please allow 5 business days for the refund of $167.94.

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:07/09/2024

  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.

  He notice was sent to me by the ***** school bus stop arm safety program through violationinfo.com. Unfortunately, upon sending in my information for a hearing by mail which was offered to me in advance, I never received an update. I called violationinfo.com on several occasions and was told to continue waiting. After calling this most recent time I was told that my new balance was $325. I was informed the $25 was a late fee because I was in fact supposed to pay the $300 fee which was never sent to me in any kind of notification form. Theviolationinfo.com representative told me that she would escalate my inquiry and that I would receive an update from them directly. I was also informed to call the school district police department of which I did on several occasions, but did not receive any information from them. Today I spoke with a representative who told me that I in fact still had to pay the $325 which includes a late fee and that no further action could be done on my part to prevent this. The additional fee should not have been charged .

  

  Business Response

  Date: 07/25/2024

  Hello *******************************,
   
  Thank you for taking the time to contact us. 
   
  After further review, we realize this is a complaint that should be addressed that with your locate courthouse. Verra Mobility does install the cameras however, we are not responsible for issuing citations. The information to your local courthouse can be found on the ticket you received in the mail. 

  
  Suzi B Lead
  

  
  

  Customer Answer

  Date: 07/25/2024

  Thank you for finally responding, it is greatly appreciated. With regards to your response, the courthouse does not issue late fees. I have contacted them and the school district and was informed that the late fee was automatically imposed because payment was not received in a timely manner. I have paid the balance including the late fee. This fee should not have been imposed by your company. If you look further into the notes of my account and conversations I have had with your company, you will find that I am not responsible for the late fee. I believe you will not refund me this amount and I hope that in the future you dont continue to impose these false fees and rob patrons. Thank you for your time.

  

  Business Response

  Date: 07/26/2024

  Hello *******************************,
  
  Thank you for responding back to us

  However as stated in our previous response Verra Mobility has nothing to do with payment/ or tickets being issued. We are not responsible for contacting or communicating to anyone that incurs an infraction. This is done at a local court level, so please contact your local court administrator about any additional fees incurred.

  Suzi B Lead

  
  

• Initial Complaint

  Date:06/20/2024

  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 declined plate padss and was still charged for it. Email says I activated it during my rental time ( I didn't) and that I used it for toll s(I didn't). I specifically drove through cash lanes only and paid by cash at every toll. $1.20 then $1.10. Hertz charging me $155 is in no way ethical or equitable to what I already paid the state in cash. Hiding the option to do this in fine print and not offering any warning to customers is equally unethical. Reverse this charge.

  

  Business Response

  Date: 07/01/2024

  Dear *********************************,
   
  Thank you for contacting us with your billing concerns.
  
  After reviewing your account, I see that you have been refunded on 6/20/2024 when you called PlatePass. If there is anything else we can do please feel free to contact us at ************
  
  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

  Customer Answer

  Date: 07/02/2024

  To date, we have seen no refund to our account and have infact received an additional $40 charge I must dispute.

  

  Business Response

  Date: 07/08/2024

  Dear *********************************,
  
  Thank you for contacting us with your billing concerns.
  
  As a one-time courtesy I have requested out refunds team to refund all the tolls on your account. To avoid issues in the future please make sure you do not open the transponder box in the rental.
  
  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 Toll Authority.

  
  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:06/19/2024

  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 writing to express my concern regarding an unexpected charge of $83.97 on my credit card for the PlatePass service associated with my recent car rental from Hertz. My rental agreement number is *********. The invoice from PlatePass is attached.
  
  During the rental process, there was no mention of PlatePass. At no point before or during my rental was I informed by Hertz or PlatePass about the presence of a transponder in the vehicle. I was not made aware of its existence, its function, or any associated costs. I did not use or touch the transponder at any time during the rental period, and it should have remained closed unless it was tampered with prior to my rental.
  
  Given these circumstances, I could not have authorized any charges related to the transponder's usage. Additionally, my travel route was planned to avoid toll roads, and I did not utilize any toll routes or lanes throughout my journey.
  
  I only became aware of the PlatePass service and the related charges when I received the notification of the $83.97 charge on my credit card. As I was unaware of the PlatePass service and did not use any toll roads, I am requesting a full refund for this charge.
  
  I trust that PlatePass values transparency and customer satisfaction, and I hope this issue can be resolved promptly.
  
  Thank you for your attention to this matter. I look forward to your swift response and refund.

  

  Business Response

  Date: 06/20/2024

  Dear ***** ****,
  
  Thank you for contacting us with your billing
  concerns.
  
  I
  understand that you were unaware that the transponder box in the rental
  connected to one of the tolls. 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®
  All–Inclusive Rate has been charged in the amount of $83.97.
  
  If
  the transponder did not pick up the tolls you would have been charged for the
  tolls you drove, and a $9.99 administrative fee. Making this rentals tolls $27.62.
  
  As a
  one-time courtesy I have cleared this account in full - $83.97. In the future
  should you rent and find that you were charged the unlimited tolls but did not
  mean to please feel free to email us at [email protected],
  Or call us at (877) 411-4300.
  
  Thank you for contacting PlatePass®
  **** ** * **** ******** **** **********
  ********** 
  ****** ***** ******** * **** ***** ********
  ************************* * *****************

  Customer Answer

  Date: 06/21/2024

  Thank you for your response. I appreciate the adjustment of -$83.97. Please help process the refund back to the orginla form of payment. Thanks. 

  

  Business Response

  Date: 07/01/2024

  Dear ***** ****,
   
  Thank you for contacting us with your billing concerns.
  
  This has been refunded as of 6/20/2024. If there is anything else we can do for you please feel free to call us at 877-411-4300.
  
  Thank you for contacting PlatePass®
  Suzi B. | Lead Customer Care Specialist
  PlatePass® 
  Phone: (877) 411-4300 | Fax: (602) 391-2049
  [email protected] | www.platepass.com
  
  

  Customer Answer

  Date: 07/02/2024

  
  
  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,
  
  
  
  ***** ****
  
  
  
   
  

• Initial Complaint

  Date:06/17/2024

  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 rented a car from thrifty car rental and no one told me that I will be charged by a third party for toll collecting. I brought my own ez pass which did work, but according to tolls it did not work the whole time. I can't believe that a company is allowed to charge a 9.99 dollar fee for everyday that tolls were charged. The tolls are only 18 dollars and company fee is more than twice the tolls. That is not right taking advantage of customers. My contract is *********. They're is no place in the contract that is allowed the company to charge these fees. I'm requesting the company to refund those charges to my credit card

  

  Business Response

  Date: 06/18/2024

  Dear *****************************,
  Thank you for contacting us.
  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 see on 6/17/2024 we sent you an email requesting a copy of your transponders individual tolls. In the email it states-
  For us to review the charges, we will need to see the date, time, and location of the tolls that were charged to your account. Please send us a copy of your toll pass statement. We can accept PDF, JPEG, or screenshot format.
  Once the documentation has been received, we will review and update your account.Our refund policy is as follows: 
          If the toll charged is on the renters personal toll tag activity statement, then all charges are refunded. 
          If the toll charged is not charged to the renters personal toll tag activity statement, but at least one other toll is listed on the transponder toll activity statement during the time of the rental period, then we will refund the administrative fees. The toll charges would be considered valid. 
          If there is no toll activity on your personal toll tag statement, but your account shows that the license plate was registered, then we will remove the administrative fees. The toll charges would be considered valid.
  As a one-time courtesy I have refunded your service charges. Please allow 5 business days for the refund of $39.66 to processes.
  Thank you for the opportunity to fix this for you.
  Thank you for contacting PlatePass
  ************ ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  

• Initial Complaint

  Date:06/06/2024

  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 rented a car from Hertz at LGA, and there was no mention of PlatePass during the rental process. My rental agreement number is *********. I did not decline the service intentionally nor did I know its associated costs. I only became aware of its existence when I received a notification of a $144.01 charge on my credit card. Despite having the choice to utilize toll routes, we opted for non-toll roads throughout our journey. Therefore, I anticipate a refund as I never used a toll road or lane and was unaware of having declined PlatePass.

  

  Business Response

  Date: 06/07/2024

  Dear *****************************,
   
  Thank you for contacting us with your billing concerns.
  
  I understand you opted for non-toll roads. Unfortunately, that does not guarantee you will not take a toll road. We make the payments for tolls so that you do not get a citation for tolls getting run with out payment. I have as a one time courtesy refunded these tolls for you. Please allow 5 business days for the refund of $144.01 to process. 
  
  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 Toll Authority. 
  
  Thank you for the opportunity to fix this for you. 
  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com
  
  

  Customer Answer

  Date: 06/07/2024

  
  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:06/04/2024

  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 vehicle with Hertz for over 2 months while my vehicle was in the body shop. I have a corresponder for the toll roads and attempted to pay for the tolls directly but was advised that Hertzs blocked the plate from being paid for by customers. 05/28/2024, 1.5 months after renting the vehicle I received a bill for $143.40, out of that $90.00 was in administrative fees. This actions should be labeled as fraud, to overcharge a customer for ******************** and to block the customer for paying their fees should not be allowed. I am requesting a refund / credit of fees.

  

  Business Response

  Date: 06/05/2024

  Dear *********************,
  
  Thank you for contacting us with your billing concerns.
  
  I understand you are concerned with the service fees. I apologize that it was not covered verbally with you at the time you picked up your vehicle. The service fee is part of the terms and conditions on the rental contract that you agree to when you sign the rental agreement. The administrative fee is $9.99  per rental day. You were charged $89.91 which is 8 usage days, and $53.49 is the charges for tolls you were charged.
  
  As a courtesy I have waived the administrative fees in full so that you are only being charged for the tolls that were taken. The new balance is $53.49.

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com

• Initial Complaint

  Date:06/02/2024

  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 utilized Hertz rental car after a TORNADO almost killed me & totaled my vehicle. NOWHERE in the rental agreement/staff was I ever told about this company, or these absurd charges. I have a RIVERLINK account which would have cost me 1/4 or approximately $125 instead of the insane over $500 charges I woke up to this morning. $10 admin fee per day for what?! There has been ZERO communication from Hertz or your bogus organization saying I owed anything. This is appalling to say the least.

  

  Business Response

  Date: 06/03/2024

  Dear *****************************,
  
  Thank you for contacting us with your billing concerns.
  
  I understand you are concerned with the service fees. I apologize that it was not covered verbally with you at the time you picked up your vehicle. The service fee is part of the terms and conditions on the rental contract that you agree to when you sign the rental agreement. The administrative fee is $9.99  per rental day. You were charged $256.74 which is 26 usage days, and $265.08 is the charges for tolls you were charged.
  
  As a courtesy I have waived the administrative fees in full so that you are only being charged for the tolls that were taken. Please allow 5 business days for the refund of $214.56 to process.

  Thank you for contacting PlatePass
  ************ | ****************** Specialist
  ********************** 
  Phone: ************** | Fax: **************
  ************************************** | www.platepass.com