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Business Profile

Payment Processing Services

PrePass

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

This profile includes complaints for PrePass's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

PrePass has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Headquarters Location

      PrePass

      2929 N Central Ave Ste 1500 Phoenix, AZ 85012-2759

    • PrePass

      2500 S 3850 W Ste C Salt Lake City, UT 84120-5586

    • PrePass

      1670 S 5500 W Ste 300 Salt Lake City, UT 84104-4464

    • PrePass

      101 E Washington St Ste 500 Phoenix, AZ 85004-4631

    • PrePass

      101 N 1st Ave Ste 2200 Phoenix, AZ 85003-1908

    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2025

      Type:Product Issues
      Status:
      Answered
      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.
      When closing my account with REMOVEDI returned my device on 6-18-25 and was told I would receive my deposit within 45 days. After 45 days I called and was told it would be 60 days from 6-18-25. After 60 days I was told it would be another two weeks to receive my deposit. I'm still waiting for my deposit on 9-20-25. Email messages available if needed to remedy this issue.

      Business Response

      Date: 09/22/2025

      I appreciate you bringing this matter to our attention. Following a thorough internal review, I have ensured the prioritization of your request, and your refund has been processed accordingly.  We apologize for this inconvenience and delay.

      Refund Issued 9/22/25
      Amount $176.85
      ACH 3607
      Ref ID: REMOVED


      Kind regards,

       

    • Initial Complaint

      Date:06/24/2025

      Type:Billing Issues
      Status:
      Answered
      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 is charging me for a device I already returned and notified them with the tracking number and they actually received.I made the payment to avoid additional charges or that my account goes to collections but this is not fair, as I returned the equipment in perfect shape. I didn't even use it. I received it and returned it right away. They are charging me for 'reconditioning' fee because I returned the equipment when my account was deactivated because they could not charge my card, which I had to call for them to process the payment

      Business Response

      Date: 06/26/2025

      Good afternoon,

      One of our Supervisors, REMOVED, spoke with Mr. REMOVEDon 6/25 and resolved the issue and credited back the fee that was charged.

      Mr. REMOVEDexpressed appreciation for resolving the issue.  Please let us know if there is anything else required at this time.

       

    • Initial Complaint

      Date:03/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 believe this company is overcharging us. We keep getting emails about payments due but on their website when I log into my account an hour ago it says I have a credit. Then I just logged in again and now I have a balance. Have called this company 3 days in a row with no answered and I asked to speak to a supervisor and they said I would get a call back but then just got an email saying my issue has been resolved and it hasnt. Need clarification on their billing or I will completely cancel my service. No one has been able to help me

      Business Response

      Date: 03/14/2025

      Good Morning,

      A PrePass Team Lead reviewed the account and contacted them yesterday.  There was a supervisor call request on the account and this Team Lead attempted to contact them 3/12 using the number on the account.  They were asked to call REMOVEDand provided another phone number.

      We spoke with REMOVEDyesterday, 3/13 and explained the replenishment program and required program amount, sent 6 months of prior toll activity and assist with getting her access to view tolls online.  

      REMOVEDseemed satisfied with the help provided.

      Customer Answer

      Date: 03/14/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution would be satisfactory to me.  No further action is needed. 

      Regards,

      REMOVED

       

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 called and asked to discontinue using their service. I told them I would return their device. I did both. Since then they continue to try to bill me for their services. I called again and was assured cancellation would be resolved. It hasnt and now they are trying to collect payment. Account # REMOVED. They are threatening collections.

      Business Response

      Date: 01/02/2025

      Hello,

      We are looking into your issue and noticed that we have not received the device that was sent back.  Do you have a tracking number for us to complete our investigation?

      Thank you,

    • Initial Complaint

      Date:04/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Prepass has terrible customer service. REMOVEDtransponders don't work properly and often get defective. However, prepass still charges us for ALL TRANSPONDERS, even those that are damaged/not working. Recently, we just found out that PREPASS charges us for FULL VIOLATION BALANCE for each Toll Violation that we received from different toll agencies due to defective technology, or no signal. We only authorized to pay the REMOVEDAMOUNT, not the full violation! Currently, Prepass owes us THOUSANDS OF DOLLARS in reimbursement for overcharges! No one is available when we call. Our representative promissed to call back, and never did.

      Business Response

      Date: 04/25/2024

      Good morning,

      I have not been able to locate any Prepass account with REMOVEDlisted as an authorized contact.  Please supply the account number so I may locate and research the account.

      Thank you

    • Initial Complaint

      Date:02/25/2024

      Type:Order Issues
      Status:
      Answered
      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.
      About a year ago I had an account with them I send their equipment back and paid the balance close account because I no longer need it but even though I did that they still put me in collections I keep sending them the receipt that shows I dont owe them anything but they ignored

      Business Response

      Date: 02/29/2024

      The recent communicate sent to this prior customer was in error.  We apologize for this error.  The account has a $10 credit and is not in collections.  The process to send the $10 back to REMOVEDhas started. 

    PrePass is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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    When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.