ATS Processing Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 
PS:  Even though I accept Thrifty Car Rental resolution, I still would like a photo copy of those tolls entry/exits from MASS Turnpike Authority.  I am adamantly sure and positively absolutely confident that this car I rented from Thrifty Car Rental at Boston Logan Airport on 12/31/2015 to 1/5/2016 did not enter/exit those MASS Turnpike Tolls on the dates implicated.  How in this world Thrifty Car Rental comes up with those allegations I would really like to know.    This allegation is surprisingly unbelievable and how they can do this to their customer is very appalling.  Yes, a refund is comprehensible, but loyalty to your customer is broken. Just accepting your refund, but allowing you to continue with this scam practices on your customer is intolerable.  I read customer's review on this Thrifty Car Rental and I am reading the same accusation to customers. The very same things are alleged to every customer who rented a Thrifty Car.   They have been charged for toll fees for tolls they did not enter. So I asked, is this a mistake by Thrifty Car Rental or just a Scam and if it is a scam by Thrifty Car Rental, then it needs to be brought to our public officials or turn over to a prosecutor for persecution.

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 $10.90. Please allow up to 5 business days for this to appear on your account and thank you for your patience.   It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service

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.

My personal bankcard was adjusted by $26.80.  This is correct leaving a charge for $4.95 which is the correct amount for a day crossing the [redacted].

My [redacted] was adjusted 2 credits of $9.90 ($19.80).  Leaving a total charge of $11.95.  Original charge should be $4.95 for second day of crossing the [redacted].  I am still owed $7.00

At this point the money is meaningless; although I appreciate your efforts for rectifying the charge.  You refer me for future car rentals to read page 3 of the rental agreement.  Now I know of this charge and therefore will look for the fine print.  The lessons learned and as I suggested on my complaint is that the rental company(ies) should mention this to the customer at the time of rental.  I see many similar complaints about this same issue.  So the page 3 information is useless unless you let the customer know he/she should read this as it incurres on extra charges on their cards.  In the rush of renting a car in a line busy with customers and rushing out of the airport usually this contract goes in the glove box and do  not get read.  Too much paperwork these days.  Here's where customer service could be enhanced to mention that important note to the customer.

Thanks for your time.

Regards,

Dear Customer, Thank you for contacting PlatePass regarding your concern as it is our goal to provide you with the highest...

level of customer service.   We apologize for any inconvenience this matter may have caused.  We have processed an administrative fee reduction refund in the amount of $14.85 as a one-time courtesy. 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. Best Regards, [redacted] Business Analyst PlatePass® [redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

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. 

 

Due to a high volume of emails, our online dispute...

process takes up to 10 days for a resolution. As of 9/02, we do not have a record of receiving the documentation that you provided.

 

As a courtesy, we have refunded the $30 processing fee in full. You should see the credit issued back to your card in 3-5 business days.

 

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 $28.87.Please allow up to 5 business days for this to appear on your account and thank you for your patience.  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 complete balance for the amount of $49.97.

 

Please allow up to 5 business days for this to appear on your account and thank you for your patience. 

 

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

 

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 and we apologize for any inconvenience this may have caused. 

 

The invoice of $88 for parking citation number [redacted]...

was adjusted in full on 12/20/13. This account now shows a balance due of $0.

 

The second charge of $356.50 pertains to a red light camera infraction, citation number [redacted], issued by the Ontario Justice Court on 10/17/13. This citation was paid by ATS to prevent any action taken against the rental vehicle, such as booting/towing or registration suspension. ATS contacted the issuing authority on 2/14/14 and was informed that the violation was not dismissed. If you feel this is an error, please send in proof of the dismissal and the charge will be adjusted in full.

 

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

 

 

Best Regards,

 

ATS Processing Services

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.   Due to the high volume of emails, our online dispute process takes up...

to 10 business days for resolution. Your email was received on 8/13 and forwarded to our refund department. A full refund of $20.70 has been applied to your account and you should see the funds returned to your credit card in 3-5 business days. 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.  When a violation is issued from the [redacted] Judicial Court you have 10 days to pay the violation. If that violation is...

not paid within that time frame, a notice will be sent to the owner of the vehicle. When we received that notice we were responsible for providing the issuing authority with your information to transfer the violation from Avis’ name into your name. Once that process is done [redacted] Judicial Court will mail out their notice and provide you with a due date to pay.  As a one-time courtesy, we have adjusted the $30 administrative fee to reflect a zero balance. It is our hope that you find this matter resolved. For additional information, you may contact us by email, phone, or visit our website, www.avisrentalfine.com. You will need your Rental Agreement number: [redacted] and last name: [redacted], to access the information online. 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 $29.75.

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 |

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.

While it is quite nice of you to refund $15 of the processing fee, I do not believe that your response addresses the main subject of my complaint, which is the combination of your billing practices and the cost of the plate pass.  The cost of the daily plate pass fee comes close to the cost of your processing fee for the toll, which both seem grossly outsized compared with the toll.  I'm proposing that both you and dollar rental car allow customers to pay the fee on their own prior to requiring your adjudication services.  I would prefer to adjudicate the problem myself (as I would with a parking ticket) rather than pay your fees. Unfortunately, your business policies are such that this is currently impossible.  I am forced to accept your services at the time that I decline the plate pass with the costs being damn near the same either way.  I propose that consumers should be able to decline the plate pass and pay the toll (which is closer to $2.00) than the $15 per toll violation that you charge. I'm happy to accept that this is not solely your issue but I do suggest that there might be a conspiracy to unjustly defraud consumers between ATS and [redacted].

Regards,

Dea[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 $25.75.   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 [email protected] [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 $20.80. Please allow up to 5 business days for this to appear on your account and thank you for your patience.  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. 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 $30.00.Please allow up to 5 business days for this to appear on your account and thank you for your patience.  It is our hope that you find this matter to be resolved.

Thank you,

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.

For the record, not being aware that the vehicle was equipped with PlatePass, I paid every toll on my trip with cash (in cash lanes).  So I really do not understand how their equipment picks up electronic toll payments from cash lanes.

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. 
The rental agreement advises that each toll carries a $15 admin fee up to a maximum of 7 fees. Please see the attached final notice.
We have forwarded your inquiry to our refund department to remove the complete balance for the amount of $89.61. Please allow up to 5 business days for this to appear on your account and thank you for your patience. 
It is our hope that you find this matter to be resolved.
Thank you,
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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Bernstein S[redacted],
Thank you for contacting us. As a business partner to [redacted], we process tolls received during [redacted] rental periods.
We sincerely apologize for any confusion this matter has caused.
We have reviewed all of the attachments. The final notice in the amount of $89.61 was mailed January 25, 2016. It is the up-to-date notice that includes a total of 5 tolls and 5 administrative fees. The billing process is dependent on the tolls that are reported by the toll authority. As a result, any prior notice that you did receive only included the toll information that was reported at the time.
As of March 14, 2016 our refund department has refunded the complete balance for the amount of $89.61. You have received no other charges from ATS Processing Services.
It is our hope that you find this information helpful.
Thank you,

ATS Processing Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. I hope in the future the business will consider instituting policies and employee training that ensure renters will have full disclosure and transparency of fees related to open tolling. 

Regards,