Reviews

Review Details

• Review fromJeff G.

  Date: 01/18/2024

  1 star
  I rented a car from FOX Rent A Car in *******, ** in July 2023. 4 months later, I received a 'Notice of Toll Amount and Administrative Fee for Rental Car Toll Charge' from FOX / ATS ********** Services, LLC saying I owed them $12.21 for the toll AND for G.S.T of $.75 AND $15 admin fee for a total of $27.96.In the fine letter, they reference my rental agreement number which is the same rental agreement that shows I purchased the daily toll pass (8 ATS @ $12.99/Day for a total of $103.92). The only way to get this fine removed was to produce the rental receipt from 4 months ago showing that the daily toll pass was purchased.If this company had my rental agreement number from FOX Rent A Car, they should have had access to see that the daily toll pass was also purchased. Luckily, I was able to find the receipt and have this fine removed, but this sure seems like a shady business practice to send fine letters to rental car consumers and basically demand them to produce receipts months later.Additionally, I sent my receipt to them on Oct 12th, in which I received an automated email reply saying they will process within 5 business days, in which they did not. I had to follow up again (because I did not want to incur more fees) on October 23rd, which they finally replied the next day saying "We have reviewed your closed rental receipt and we have found that the PlatePass All-***************** was charged with the rental. I apologize for the confusion. We have removed the charges in the amount of $27.96. The account will be updated within the next 24 hours."Be very careful renting cars and make sure to hold your receipts (and pictures/videos of returned car) to protect yourself from added fines and/or rental car damage.
  

  Verra Mobility

  Date: 01/24/2024

  Dear *******************,
  
  Thank you for sharing your experience.
  
  I apologize you had to send in your receipt. We are sent the tolling information from the tolling authority. Since *** did not show that you paid for tolls at the counter we asked for proof of payment. Thank you for providing your receipt so we could refund this issue. If you would like to discuss this further, please call us at ************.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************ Fax: ************
  Email: *********************

• Review fromCheyenne V

  Date: 01/14/2024

  1 star
  Registered my rental to an ***Pass account; the ***Pass site doesn't warn of the ***** hour waiting period. Went through 3 tolls later that afternoon, a total of $4.36 in tolls-- ended up getting billed $45 in "admin fees." Was able to negotiate the fee down to $22.50, which is still wild. Tried to negotiate it down further, and after a month, they never responded to my request.The invoice gives the option to pay online, but their online site is essentially broken and does not accept any of the information from the invoice to sign in. Error message reads: We could not find any citations using the information you have provided. Try again.
  

  Verra Mobility

  Date: 01/16/2024

  Dear ******************************************,
  
  Thank you for contacting us with your billing concerns.
  
  I understand that you added the rental vehicle to your toll account. I am unable to locate your account with the information provided. Generally, we just need to see a copy of your transponders account. We would need the ********* and location of the tolls on your account. Then we can refund any tolls that were duplicated, and as long as there is one toll on your transponder during the time of your rental, we would refund the full service charge.
  
  I apologize that I cannot do more at this time.
  
  Thank you for contacting PlatePass.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************** | Fax: **************
  Email: ************************************** | Website: www.platepass.com
  
  

• Review fromLy S

  Date: 01/13/2024

  1 star
  Read the 71 reviews against them. If I could give them an -10 STARS I WOULD! if they are truly a business and not a fraud company in kahoots with all of the rental car companies. Everyone is complaining about how bad this fake place really is. Theres no way that they should have a misleading A+ Rating? I know how the ratings work. Its all about how much money that they pay for that rating. Even if you find out that they are real.. it doesnt explain why they have that rating? Youre giving the public wrong information other than they have a huge bankroll to pay for it! The ticket amounts dont even match up. Why dont they leave the ticket on the vehicle? I know exactly why? They extort money from people! They should be in jail for what they are doing to people. Theyre all in a money making scam. By going to their website to see this fake scam, the ticket was for $85. They are bilking people out of almost twice that amount. Then they threaten you what they will do if you dont pay? Theyre going to take it out of your acc Regardless.. & put your information on some sort of a BLACKLIST so that you cant rent a car. How do they get away with that crap? I truly hope that there will be a Class Action Suit against both companies. Im totally in.

• Review fromTony D

  Date: 12/16/2023

  1 star
  How in the world does PlatePass have an A+ rating with so many complaints? Just read the comments. There is something very wrong here. There are so many things wrong with PlatePass. They operate as an independent company, however they are a sister company to Hertz. They're a business for profit and it's basically Hertz double dipping on profits. You think they're helping you by gathering the tolls acquired during your rental and simply forwarding these charges to you, however it doesn't end there. Businesses need to make a profit and PlatePass has a whole system in place to confuse consumers into thinking what they charge you is what you acquired in tolls. If this was the case then ask yourselves how they make money? This is where the "make-believe" charges come into play. No one is regulating this company. They can basically charge you whatever they want by creating they're own fabricated reports with they're own charges and adding what they call "Administrative Fee Adjustments". They use tactic such as breaking down charges in smaller chunks and sending them over a period of months so that you won't bother researching and comparing the charges. They restrict access to their website while they get there fabricated reports in order and then when you requests the reports they provide a confusing breakdown that doesn't match the charges originally billed. If you continue to email them with questions, they simply stop responding and threaten to send you to collections if you don't pay the ******. They've been getting away with this because for most people it's more trouble fighting this. This is a simple case of Hertz double dipping on profits. Both Hertz and PlatePass are the same predatory company out to take your money at any means necessary. I see a class action lawsuit coming soon.

• Review fromDawn D

  Date: 11/27/2023

  1 star
  You are charging ezpass customers toll charges to collect funds and fees. You service enterprise and when the customer does not accept the toll agreement during rental, the tag on the vehicle is flagged so when you go through a toll plaza your service picks it up instead of the drivers ezpass on the windshield of the vehicle. You give the customer of ezpass a difficult time to get their money refunded and you continuously charge their credit card with charges more than what is charged to the ezpass for the route taken. Why would anyone want to pay more to another service when they have already added money to the service provider they use? You are robbing customers and you need to be stopped. I have an ezpass and every route I take in my own vehicle is calculated to *********. As soon as I rent a vehicle from enterprise and put my ezpass tag in the window same as I do my vehicle my tolls go to you and not picked up by ezpass so you can over charge me and charge me fees. This is nothing but highway robbery. I have contacted you numerous times and your representatives are rude and do not listen.
  

  Verra Mobility

  Date: 11/28/2023

  I understand that you added the rental vehicle to your toll account. 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. I have attached a copy of your toll invoice for your review.
  
  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 service 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 service fees. The toll charges would be considered valid. Please send to *********************************************. We will need your first and last name in the subject line and your rental agreement number in the subject line to best assist you.
  

  Thank you for contacting Enterprise Rent A Car Tolls.
  
  SUZI B | **************** Representative
  **********************
  Phone: ************ | Fax: ************
  Email:*********************************************| Website: www.htallc.com

  
  

• Review fromNo W

  Date: 11/17/2023

  1 star
  It is no wonder there is suit after suit being filed against PlatePass, rental car companies, and the associate processing companies - they are almost stealing from unsuspecting rental car customers. You didn't want the service but went across a toll bridge that no longer has a toll booth? Tough luck, here's a convenience fee that's 4x the size of the toll. And since you used it once, they charge you for each day of the rental. I look forward to the day when all of the suits are settled and the company is bankrupt.

• Review fromMark W

  Date: 10/19/2023

  1 star
  Hertz and Plate-Pass have an agreement, (We assume other rental agencies also) which, after the fact, we would have never used. This is not a convenience fee, it is literally highway robbery! The $9.99 per day charged by Hertz and Plate-Pass to "conveniently" charge for doing an electronic transaction, per day, is excessive and ridiculous. We are passing this on to let other travelers know of such a scam. - Please see the Plate-Pass response below. informationxplatepasscom Attachments 1:30?PM (1 hour ago)to me Hello, Thank you for taking the time to contact us regarding the charge /invoice you received. I see that the charge is in relation to electronic tolls incurred in a rental vehicle. During your rental from 09/23/2023 to 10/02/2023, the ************** reported 3 tolls charge(s) to the license plate of the rental vehicle. You are being charged for the tolls as well as a convenience fee for a total of $50.97. The convenience fee is charged $9.99 per day that tolls are used during the rental. The terms of the fees are outlined in your rental agreement. I have attached a receipt of your charges for your review. If you have any further questions, feel free to respond to this email.

• Review fromdustin a

  Date: 09/26/2023

  1 star
  I rented a car through Hertz while mine was being repaired. I was charged for $200 worth of administrative fees through Plate Pass for a toll road that already provides FREE license plate ********************, and of which I have the Toll Tag which give me reduced rates and is a free service. Called my credit card company to dispute, and Plate Pass quickly shared a fake invoice to show the tolls and admin fees, which were deemed legitimate by ***** All of this is supported by the fine print at the rental car company.What a racket! In addition to being hit with the admin fees, the tolls charged were the full amount which should not have been the case with the Plate Pass.
  

  Verra Mobility

  Date: 09/28/2023

  Thank you for your feedback, as it allows us an opportunity to improve the communication before the service is utilized. If you would like to discuss options available to you, please contact us at ************ or email at ***************************************

• Review fromVictor B

  Date: 08/30/2023

  1 star
  I was charged for a toll bridge I didn't go over and there was NO PHOTO'S or Vehicle tags

• Review fromJeff N

  Date: 08/23/2023

  1 star
  Also known as "ATS Processing Service", this company manages the administrative fees on behalf of Hertz and other rental car agencies when a renter is assessed a traffic fine. There are many issues with the services they offer, including a web site (HertzRentalFine.com) considered by browsers to not be secure because of a certificate that has been invalid for almost a year and a half. It took repeated attempts to bring up the Notice on the web site, but because I didn't trust the web site, I attempted to use the phone option (xxx-xxx-5771), but gave up after three attempts when it kept recording incorrect numbers for my credit card. I contacted them via email and the response was slow and it took more than one message to resolve the issue. They automatically charged my work credit card after just 23 days from the rental (18 days after the Notice Date) and I needed to reverse the charge to put it on my personal card. The notice I was sent stated that this would happen, but it was delivered to me via US Mail ten days after I rented the car while I was on vacation, despite the fact Hertz has my email on file and that communication could have been used. This may be the fault of Hertz who chose to outsource this service to Verra Mobility/ATS, but the notification process is inefficient and the turnaround time for payment is extremely short and unrealistic. I also plan to file a complaint against Hertz because their customer service was amazingly bad - keyword and template driven and, I suspect managed by a Bot, not a human. Hertz refused to take any ownership of my concerns about this third-party processor that they have chosen to use. After four or five email exchanges, the response was the same: 'talk to ATS'. ATS/Verra Mobility may have major system issues, and their customer service may be slow, but this is better than Hertz **************** with their non-ownership and non-answers.