ATS Processing Services

Dear [redacted],

Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.   

We understand your frustration and apologize for any inconvenience this matter has caused.  We have forwarded...

your inquiry to our refund department to remove the complete balance for the amount of $63.75.

Please allow up to 5 business days for this to appear on your account and thank you for your patience. For future reference, please refer to page 3 of the rental agreement for renter responsibilities regarding PlatePass fine and fees incurred during your rental period.

It is our hope that you find this matter to be resolved.

 

Thank you,

PlatePass® Customer Service[redacted]

[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

Dear [redacted],

 

Thank you for taking the time to...

contact us in regard to rental agreement [redacted]. 

 

We apologize for any frustration this situation has caused. The Golden Gate Bridge was transitioned to an electronic tolling bridge in 2013. Electronic Tolling is a process that many areas have converted to as it allows for the payment of tolls without the traffic buildup. More information regarding their tolling and payment process can be located at, [redacted]. As many areas are currently in the process of this transition, all Hertz rental vehicles are registered with the PlatePass® service.

 

The PlatePass® service is a convenience option offered with the rental vehicle, however is not elected at the time of rental. The service can be activated during the rental period by opening a shield box on the windshield or driving through an electronic area. When a rental vehicle travels through an electronic area without the renter making direct arrangements with the Tolling Authority, the rental vehicle is charged for the toll.  This charge to the license plate is what activates the PlatePass® Service. As a way to simplify the billing process, the tolls and administrative fee are automatically billed to the card on file post rental.  This current rate for the service is $4.95 per day, based on the duration of the rental and capped at $24.75 per rental period. More information regarding the PlatePass® service and billing process can be located on page 3 of the standard rental contract.

 

As we value you as a renter, we have reduced the administrative fees to one day of use, $4.95, as a one time courtesy. Please allow up to 5 business days for processing.

 

It is our hope that you find this matter to be resolved.

 

Thank you,

 

PlatePass® Customer Service

[redacted] Monday - Friday, 6:00 AM to 4:00 PM PST

Dear [redacted],Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.   We understand your frustration and apologize for any inconvenience this matter has caused.  We have forwarded your inquiry to our...

refund department to remove the complete balance for the amount of $31.75.Please allow up to 5 business days for this to appear on your account and thank you for your patience.  For future reference, please refer to page 3 of the rental agreement for renter responsibilities regarding PlatePass fine and fees incurred during your rental period.It is our hope that you find this matter to be resolved.Thank you,PlatePass® Customer Service[redacted]

Dear Ms. [redacted],
 

face="Calibri">Thank you for contacting the [redacted] Toll and Violation Processing Service Center in regard to Notice Number [redacted].
 
We apologize for any frustration this situation may have caused. Our records indicate that that the Illinois Tollway reported a toll to the rental vehicle on 9/29/16, at the Chicago O’Hare location. This is what activated the PlatePass All-Inclusive tolling service. [redacted] offers this service at the rate of $10.99 per day. As your rental was for 3 days, you were assessed the rate of $32.97.
 
We also show that we spoke with you on 10/18/2016, and a case was submitted for review. That review was completed today, 10/20/2016. We have identified that there may have been a discrepancy in the billing of this toll to the vehicle as you have stated that you paid cash for this toll. Therefore, we have adjusted the account in full and there is no longer a balance due.
 
Thank you for choosing [redacted].
 
William J. | Supervisor 
[redacted] Toll and Violation Processing Service Center
Phone: [redacted] | Fax: [redacted][email protected] | www.[redacted]rentalfine.com

Dear Customer,

 

Thank you for contacting us regarding your concern.  It is our goal to provide you with excellent customer service.

 

According to the notes on this account, you spoke to our customer service center on 11/4/14 and were...

informed that this account had been forwarded to our refunds department. The account was adjusted in full on 11/7/14.

 

At the time, your credit card had only been charged $3 of the total $17.70 balance. You will receive a credit of $3 to your card within 5 business days and the remaining $14.70 has been adjusted to $0

 

Again, thank you for contacting us and we apologize for any inconvenience this may have caused.

 

 

Best Regards,

 

ATS Processing Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[redacted]  [redacted]

Name:  [redacted]

Rental agreement: [redacted]

Regards,

Dear [redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.    We understand your frustration and apologize for any inconvenience this matter has caused.  As a one-time courtesy we...

have forwarded your inquiry to our refund department to remove the complete balance for the amount of $24.75. Please allow up to 5 business days for this to appear on your account and thank you for your patience.  For further information please refer back to page three of your rental agreement contract.It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service

Dear [redacted],   Thank you for...

contacting us regarding your concern as it is our goal to provide you with excellent customer service.     We understand your frustration and apologize for any inconvenience this matter has caused.  We have forwarded your inquiry to our refund department to remove the full balance in the amount of $27.25.   ATS Processing Services, L.L.C., along with its affiliate PlatePass, L.L.C. (collectively, “ATS”), processes toll transactions for various rental car companies (the “PlatePass®” service) and specifically, in this matter, for Hertz.     Please allow up to 5 business days for this to appear on your account and thank you for your patience.  For further information please refer back to page three of your rental agreement contract. It is our hope that you find this matter to be resolved.   Thank you,   PlatePass® Customer Service [email protected] [redacted] Monday - Friday, 6:00 AM to 4:00 PM PST

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
 
To the Business:
While I understand the predicament that you are in as a third party, you must admit that a situation like mine, where no law was legitimately broken, and no notice at all was given, a person should not be held liable. I will accept your 'one-time' courtesy in this instance because it reaches the resolution I requested. However, you had ample opportunity to contact me before paying the issuing authority to give me an opportunity to respond and resolve the issue to our equal satisfaction, and I would hope that in future, you give other people that opportunity.

Regards,

Dear Jason I[redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.  According to our records, Mr. I[redacted] rented the vehicle from Fox for 2 days in November 2015 and elected not to enroll in the...

PlatePass All- Inclusive service at the rental counter. Mr. I[redacted] contacted our customer service department on 12/29/2015 to dispute the tolls and PlatePass charge.  Mr. I[redacted] wanted to see copies of the toll records from the toll authority. Our customer service agent explained the nature of the charges and provided details as reported electronically by FDOT. An invoice was also sent to Mr. L[redacted] with details such as: ‘Toll amount,’  ‘Toll description,’ ‘Toll time/date.’  Mr. I[redacted] subseq[redacted]tly filed a complaint with the Attorney General office File No: L14-3-1080 and was responded to on 01/22/16.  A copy of the rental agreement was provided that explains the service and charges. Unfortunately, we did not find any discrepancies with this rental are unable to issue a refund. We apologize any inconvenience this may have caused. Thank you, ATS Processing Services

Dear Customer, Thank you for contacting us regarding your concern.  It is our goal to provide you with excellent customer service. We have reviewed your inquiry and would like to inform you that a refund in the amount of $76.95 is being issued.  These are charges...

you are not responsible for and we are working to diligently to correct the error.  Please allow up to 5 business days for this to appear on your account.  The email address you have listed is incorrect which is why we did not receive your documentation.  If you have any issues in the future, you may email[redacted].com or call our Customer Service department at ###-###-####. Again, thank you for contacting us and we apologize for any inconvenience this may have caused.  Best Regards, ATS Processing Services

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Customer,

 

Thank you for contacting us regarding your concern.  It is our goal to provide you with excellent customer service and we apologize for any inconvenience this may have caused. 

 

The inconsistency with the license plate state was due...

to an error on the part of the toll authority. Your account has now been refunded in full in the amount of $32.25. Please allow 3-5 business days for the refund to appear on your credit card.

 

Again, thank you for contacting us and we apologize for any inconvenience this may have caused.

 

 

Best Regards,

 

ATS Processing Services

Dear ** [redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.    We understand your frustration and apologize for any inconvenience this matter has caused.  We have forwarded...

your inquiry to our refund department to remove the complete balance for the amount of $26.80. Please allow up to 5 business days for this to appear on your account and thank you for your patience.  For future reference, please refer to page 3 of the rental agreement for renter responsibilities regarding PlatePass fine and fees incurred during your rental period.It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service

Dear Customer, Thank you for contacting us regarding your concern.  It is our goal to provide you with excellent customer service. We apologize for any misunderstanding. Many locations in Florida have switched to cashless tolling and we understand you may have been...

unaware of travelling on a cashless toll road. As a courtesy we have refunded the $15 admin fee.    Again, thank you for contacting us and we apologize for any inconvenience this may have caused.  Best Regards, ATS Processing Services

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. However, I feel a fraud investigation should be opened against this company as it seems they have done this one too many times and to too many people.

Regards,

Dear Customer, Thank you for contacting us regarding your concern.  It is our goal to provide you with excellent customer service. We do see that you have contacted our customer service department regarding this payment and advised to send in proof of payment. ATS...

received a faxed image of a single line item with no additional information necessary to verify the payment. On 2/11/15 you provided a confirmation number that does not match any ATS records and were informed that the complete confirmation page would be required for further research. This violation was sent to collections on 2/23/15, resulting in the additional fee. As of this date, ATS has not received sufficient proof of payment and the $210 balance remains outstanding. Best Regards,American Traffic Solutions

Dear [redacted],

After reviewing the details of your inquiry, we have determined the charge in the amount of $18.85 was for 3 video tolls accessed during your rental period 6/6/14 16:50-6/9/14 10:40, as well as for the use of the electronic toll payment service offered by...

[redacted]® while under rental agreement [redacted].

 

While we do not dispute that you paid cash for other tolls during your rental period, the tolls in question are video locations without an option to stop and pay cash.  If you do have receipt of late payment for these tolls, please submit to our office either by email or fax ([redacted]), and we will gladly review and refund as necessary.

 

Also, our research shows that the [redacted]® service was actively used for one day during your rental period. Please note that [redacted] offers the [redacted]® service for $4.95 per rental day ($24.75 max per rental month), plus tolls if [redacted]® is activated during your rental period. The details surrounding the [redacted]® service is contained on page 3 of your rental contract.  As a one-time courtesy, we have removed the administrative fees. A refund of will be applied to your account within the next 3-7 business days.

 

We are committed to providing the highest level of customer service and apologize for any inconvenience that this issue may have caused. For additional information, you may contact us by e-mail or by phone.

 

Thank You,

 

[redacted]® Customer Service

[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Here are the toll charges, which don't come anywhere close to $63 each way:Toll BoothFasTrakToll-by-plate ExpressAccountOne-time payment[redacted]Southbound Exit and Northbound Entrance$1.00$2.00$2.00[redacted]Southbound Exit and Northbound Entrance$2.26$3.26$3.26[redacted]Price assumes 2-axle automobile.Peak: $6.65Pre/Post Peak: $6.35Off-Peak: $5.15Weekends: $4.90Peak: $7.65Pre/Post Peak: $7.35Off-Peak: $6.15Weekends: $5.90Peak: $7.65All other times: $7.35El Toro/Laguna Canyon RdNorthbound Exit and Southbound Entrance$2.52$3.52$3.52[redacted]Northbound Exit and Southbound Entrance$1.91$2.91$2.91[redacted]Northbound Exit and Southbound Entrance$1.34$2.34$2.34

Regards,

Dear [redacted], Based on research and documentation provided, we have refunded your charge in full. Please allow 3-5 business days for the transaction to process. Unfortunately, we cannot foresee future tolls being reported by the Tolling Authorities. It is at the discretion of...

the Toll Authorities to report pertinent toll information. This often makes it impossible for us to document and process toll transactions in a timely manner.  We also cannot delete or change any credit card information you provided to the rental agency when booking the rental vehicle.  If you are charged in the future for any additional tolls under rental agreement # [redacted] we will be glad to remove them in addition to the refund of $75.70 you have already been issued.  We are committed to providing the highest level of customer service and apologize for any inconvenience this situation may have caused. For additional information, you may contact us by e-mail or by phone.Regards,PlatePass® Customer Service