ATS Processing Services

I traveled on business using a rental car. I entered a tollway area with the rental car but there were no toll booth collectors or machines to accept $. Because it was automated I assumed I would simply pay the rental car agency when I returned the car. After I returned the car, Dollar Rental car informed me I would be mailed a toll charge. I received the toll charge in the mail and paid it. then I received a $30 Admin fee, 2.5 times the amount of my $12 toll from this company, indicating they were fining me for using the toll road and not paying the toll at the time that I was on the tollway. I couldn't pay the toll because there weren't any tollway operators or machines to collect my toll and was informed I would be sent an invoice, which I did and paid. So, instead of battling the fee, I went on the company's website to pay them, but their website wasn't accepting online payments. I then figured out I could pay via the automated phone system so I did that. This is a ridiculous fee and I can see why this company is in business, to screw people. Unbelievable.

Review: Charged by Hertz on [redacted] for a "violation" by the plate number of a car that I rented. The claim was that it passed a toll collection site (that only accepted automatic tolls) .

Totally untrue. The roads that we traveled between Miami and Sarasota Florida have optional "pass through automatic" toll collection points only. We paid cash tolls every time (twice).

I spent at least two hours of telephone time (and website time) trying to get a person to look at (and read the info on) the violation photo that was referenced many times. I was unable to get that accomplished. It is obvious to me that a simple error of some type led to this debacle, but the actions of tis copany when asked for a explanation were totally inappropriate and unacceptable.Desired Settlement: Add this to the myriad of complaints re this business and have them contact me.

Business

Response:

Dear [redacted], While we do not dispute that you paid cash for tolls during your rental period, our records indicate a video toll was accessed during your rental period; this was on the Florida Turnpike @ Okeechobee entry on 5/12/2014 @ 18:10:34. This is not a cash payable location. An image of the Dodge Avenger you rented accessing the video toll at this time is available and will be emailed to your by our PlatePass Research team. The toll location is located approximately 17.5 miles/25 minutes from the pickup location at [redacted]. PlatePass® is committed to providing the highest level of customer service and apologizes for any inconvenience that this issue may have caused. For additional information, you may contact us by e-mail or by phone. Regards, PlatePass® Customer Service

[redacted] give you no choice but to use this service. This service is gouging, pure and simple. I will not rent a car from any company that forces me to use PlatePass ever again.

Review: This company has incompetently interpreted the dates of a parking offense issued to a car I rented in Quebec city in July 2013. The ticket happened September 7th 2013, in Magog quebec, 249 km from Quebec city. My mileage in quebec during my rental was 121km, which should have tipped them off for one. Secondly, The date the ticket was issued was 30-10-2013, showing that in quebec, the day comes first, then the month then the year. So their interpretation of 07-09-2013 as July 9th is incorrect.

I called the company to clear up this issue, however, they told me it would take 10 business days for the research, and 7 more for the refund.

This is unacceptable. This is their mistake, this should be expedited.

Also, according to their website, my name has been shared with the municipality. A simple 5 minutes of detective work could have easily cleared up this problem on their end. Hell, the car was likely rented down there even.

Only in America could a company such as ATS exist. Leaching off the hard earned money of others.Desired Settlement: I want a written response detailing that the company has retracted my name as the offender, along with a written apology for the mistake. You have wasted my time and caused unnecessary stress.

I need an immediate credit card refund. This is a corporate card belonging to the government of canada.

Business

Response:

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.

ATS has verified that the date of your violation was typed incorrectly and refund in the amount of $46.50 has been issued. Please allow up to 5 business days for this to appear on your account. We appreciate you bringing this to our attention and hope that you find the matter to be closed.

Best Regards,

ATS Processing Services

Consumer

Response:

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.

When logged into the ATS webpage to view the details of the ticket, this is what the notice number says:

"

Recently

you rented a vehicle from Hertz Corporation. Our records indicate that a

citation was issued against the vehicle during the term of your rental. The

details of your rental and citation are listed below. As stated in your

contract, the customer is responsible for all fines, forfeitures, penalties,

court costs, and administration fees related to the cost of collection and/or

the cost of providing information about you to a court or governmental

agency.

Rental Information

Rental Car Agency :

Hertz

Rental Start Date :

7/8/2013 9:25:00 AM

Plate

Number :

[redacted]

Rental Agreement :

Rental Return

Date :

7/10/2013 5:22:00 PM

Plate State :

QC

ATS

Processing Services manages traffic citations on behalf of Hertz Corporation.

We were required by the issuing authority to provide an affidavit that supplied

your name and rental information so that the citation can be reissued to you. "

Under the final sentence it states that "We were required by the issuing authority to provide an affidavit that supplied

your name and rental information so that the citation can be reissued to you"

Therefore,

I require written proof that my name has been retracted to the issuing authority, and been replaced with the actual offender (although for privacy reasons, I understand if that name is redacted). I want no insinuation that I was guilty of anything I did not commit, even so lowly as a parking violation.

I will be forced to take legal action if this isn't resolved to my satisfaction, yes, even over a $15 parking ticket.

Regards,

Business

Response:

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 statement on [redacted] is incorrect and we did not provide your information to the issuing authority. ATS made payment for the violation and erroneously billed you for it, plus a $30 processing fee. We do provide affidavits to issuers whenever possible, but are unable to do so for any Canadian issuing authorities. Please be assured that the violation is closed and you are not liable for it.

Thank you for bringing this error to our attention. It has been forwarded to the appropriate parties so that it can be addressed and prevent any confusion in the future.

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

Best Regards,

ATS Processing Services

Consumer

Response:

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.

This is unacceptable. You have pointed me out as being responsible for the offense. YOU MUST MAKE AMENDS FOR THIS. It is not simply the fact that you erroneously charged my credit card. You have besmirched my reputation. This needs to be adequately dealt with.

IF you are able to charge Hertz renters in Canada for tickets they have received, you also have the ability to comply with my request. Unless, you are trying to tell me you legally do not have the right to enforce payments in Canada on Hertz's behalf, but that would open up an entirely new can of worms for you.

I expect to have this resolved to my satisfaction, or other action will have to be taken, which could involve seeking damages.

Regards,

Review: I'm writing regarding PlatePass invoicing provided through [redacted] rentals. I had a rental through [redacted] (Rental Agreement No: xxxxxx[redacted]) from 5/12/14 - 5/14/14. Typically it takes a few weeks for invoices to be posted, which is fine. This particular invoice, however, is nearly 2 months old and it still has not posted. Meanwhile, I'm stuck trying to get an expense report submitted and I can't until I get this invoice.

My real issue, however, is the lack of response from Platepass. On the bottom of the "Print Receipt" page ([redacted]) is a statement: "For PlatePass support, Email [redacted]." I have contacted this address several times seeking assistance, but have not gotten any response.

Date: Fri, Jun 13, 2014 at 1:12 PM

Subject: Missing invoice: [redacted] xxxxxx[redacted].

To: [redacted]

Date: Tue, Jun 17, 2014 at 10:16 AM

Subject: Missing invoice: [redacted] xxxxxx[redacted].

To: [redacted]

Date: Thu, Jun 26, 2014 at 3:13 PM

Subject: Missing Invoices

To: [redacted]

Since I hadn't heard back from either of the first two messages I sent, I CC'd [redacted] on 6/26, as per the "Contact Us" page on their website ([redacted]). Once again, I didn't get any reply. It's been close to 2 weeks since I sent the most recent inquiry and I haven't even gotten the courtesy of an automated reply saying "we got your message."

(As I side note, I sent an email to the "help" address on 7/24/12 for a different rental and never received a reply either)Desired Settlement: First off, I would like my invoice delivered.

Secondly, something needs to change with these email addresses. Either Platepass needs to start responding to messages or they need to remove the email addresses from the website. In my limited experience with this company, I've seen a very clear pattern that they do not respond to any of their messages. If this is the case, no email accounts should be provided.

Business

Response:

Dear [redacted],

Our records only indicate a rental agreement number under your name ending in [redacted] from 7/30/2012. We also show no rental agreement for the period of 5/12/14-5/14/14 as you indicate in your complaint. To better serve you, we ask that you provide your full rental agreement number. Upon receipt, we will immediately continue to review the details and nature of your inquiry to provide timely resolution.

We sincerely apologize that we have not received your emails. Our customer service department works diligently to answer emails in a timely manner; however it seems we are not in receipt of any emails from you.

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

Consumer

Response:

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.

As requested by PlatePass, I have provided more details so that they can further investigate my missing invoice. I will not provide the information in this correspondence, however. As originally stated, I'm equally concerned by the lack of responses as I am by my missing invoice. Prior to this complaint, I've sent 4 messages with no receipt and/or reply. That is an alarmingly high failure rate for a medium such as email communication.

As such, I have sent an email to [redacted], as directed by their website. The message was sent Sat, Jul 12, 2014 at 5:29 PM EST with subject "Re: Missing invoice: [redacted] xxxxxx[redacted]."

Regards,

Business

Response:

Dear [redacted],

Thank you for contacting PlatePass with your inquiry.

Your rental agreement [redacted] does not show in our system at this time. This could mean that no tolls were accessed and charged by PlatePass during your rental period, and therefore you won’t have a PlatePass charge. If you did access tolls during your rental period, this could be a rare case where your information has not yet been received by our office, and we apologize for the inconvenience.

It is at the discretion of the Toll Authorities to report pertinent toll information; We unfortunately aren’t provided with an exact time frame. This often makes it impossible for us to document and process toll transactions in a timely manner. This would be the reason for the delay.

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.

Thank You,

PlatePass® Customer Service

Review: I was double charged for using a toll road (charged by PlatePass and my personal transponder.) I submitted documentation on July 25. I resubmitted on July 30. I phoned and was told to wait. I resubmitted on August 15. I phoned and was told to wait. I resubmitted on August 25. Based on the company's actions, I have been given no correct process to resolving my complaint -- other than being told to wait, resubmit, call back, etc.Desired Settlement: Refund my credit card for the duplicate charge.

Business

Response:

Dear Customer,

Thank you for contacting PlatePass with your inquiry.

To Confirm, you were refunded all of the administrative fees, since you provided a copy of your personal toll transaction report. You were not refunded the Toll since your personal account was not charged.

Thank you for bringing your concerns to our immediate attention.

Best Regards,

Business Analyst

PLATEPASS LLC

Review: I rented a car from Hertz over the Christmas Holiday in 2013. My partner was with me in the car and he has a California Fastrak account which is the electronic toll service in all of California. Our transponder went off at every toll plaza except one. I received a bill from ATS processing in the amount of 30 dollars for a processing fee. I had to contact my fastrak account customer service and have them notify the customer service of fastrak in southern California so they were aware I had a fastrak account and it was in fact in the car. The toll violation was waived and I only paid the actual toll amount. In the letter I received from ATS processing it stated if the violation was waived they would not charge the 30 dollar fee. Since the fee was charged to my credit card I have contacted ATS processing three times by their email address they listed can be used to dispute fees and have submitted a inquire on their website. I have never received anything back from their company. I submitted a screenshot of the California fastrak website showing I was only charged 6 dollars for my toll charge and the violation was waive. More than sufficient information for this company to waive the 30 dollar fee. Being active duty military its a little hard for me to contact them during their business hours because I generally work 6 am to 6 pm Monday through Friday. I am very dissatisfied that I have still received no information back from this company in over a month since I've been contacting them to dispute this fee.Desired Settlement: I want the $30 fee waived and applied as a credit back to my American Express card. I have provided sufficient information to have that fee waived.

Business

Response:

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.

A refund for the processing fee in the amount of $30 has been applied to your credit card. The refund request was initially denied due to our policy that allows 7 days for outstanding toll charges to be paid. However, this request was denied in error as you stated that you had an active transponder in the vehicle.

Please allow 3-5 business days for the credit to appear on your account. Again, thank you for contacting us and we apologize for any inconvenience this may have caused.

Best Regards,

ATS Processing Services

Consumer

Response:

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 think the company needs to change their seven day policy. It takes over 10 business days for bay area fastrak to contact the toll roads in southern California to confirm that you have a transponder and to waive the violation charge. I'm still curious to know why my request was denied, I was never contacted and told my request was denied and I notified your company in my first email that I have a transponder.

Regards,

Review: I have been renting from [redacted] for quite some time now either through my travel office at work or my own reservations. During Christmas 2015 I decided to use the toll transponder that you have in your cars. Upon using it, it didn’t work and I ended up paying in cash all the tolls from [redacted] to [redacted]. Upon returning the car two weeks later I informed the rental agency back in ** that I won’t be paying for the use of the transponder since it didn’t work at all and I paid in cash. They took it off my b[redacted] and it wasn’t until later when I was told I would be charged for every toll it picked up with a 15.00 charge anyways.

Being a longstanding customer I hoped this would be resolved but to add insult to injury I received from the processing agency three separate bills with the same charges on them with different amounts owed. Ultimately being repeatedly chraged for the same event.

I have continued making reservations with [redacted], each time speaking with the manager Mr David G[redacted] at [redacted] International Airport (IAD). It wasn’t until my last rental when I spoke to the employees did I realize I was really just getting the run-around when they asked for my email and told me someone would contact me. I have great vision and watched the employee who asked for me email address and then just scribble something on a piece of paper to make me believe I he was helping.

This is my last and final attempt at rectifying this problem because for several years I have not had any issues with [redacted] until these last 3 months.

If this can't be resolved than my only other option is social media, complaints websites warning other business travelers, and then tell my work to book my cars through other non-[redacted] associated companies.

Thank you in advance for your time and effort effort, and I look forward to hearing back from someone soon.

[redacted]Desired Settlement: It would be nice if they didn't double b[redacted] people for charges or in this case triple b[redacted] administration fees for the same incident, but more so overall I would like the to have the charges for the faulty transponder taken off my credit card. I never used their service/transponder and paid the tolls in cash on my own. I w[redacted] never use the transponder again as it has caused me more work travel problems than losing luggage at the airport. The entire experience has been by far one of my worst for work travel.

Consumer

Response:

[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 w[redacted] wait until for the business to perform this action and, if it does, w[redacted] consider this complaint resolved.

Regards,

[redacted] I have submitted a complaint to the Revdex.com concerning the company ATS Processing Services, LLC.I was wondering if I could rescind the complaint for the time being.First of all I actually had personally identifiable information (my full name on the bottom of the text complaint) in the complaint and secondly I actually was hoping to give the rental agency more time in rectifying this issue with billing before I went this far. I have finally gotten some contact from the Operations Manager.If my complaint could be deleted and not be public available with my personally identifiable information that would be great, thank you.[redacted]

Business

Response:

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

Business

Response:

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

Review: PlatePass charged 106.30 for using tolls that I was no where in the vicinity of during my trip to NY. I went straight from the airport to my mother in law's house on Long Island which does not require me to pass through any tolls. I stayed on Long Island for my entire trip. According to the invoice that I printed out I was on the NY State Thruway and went to Albany. Clearly this is a mistake which I am sure could be resolved if I could talk to someone. In addition, all attempts to contact PlatePass have been unsuccessful. You just keep getting the run around and the phone is in a constant loop that brings you back to the beginning of the recording. I have contacted my credit card company to dispute the charges and I have made numerous attempts to talk to someone at Hertz with no success.Desired Settlement: I want my credit card refunded.

Business

Response:

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 $106.30. 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

Review: [redacted] claims I drove on 4 Toll Roads and failed to pay Tolls and fines for not paying Tolls. I never drove on any of the reported Toll Roads. They want me to provide proof that I was too far from these roads to have not not been able to drive on them. This is impossible because I only drove to ** and ** which are not far enough away to prove that I could not have driven to [redacted] etc. I have not kept records of the cars licence to prove my absence that way. I can tell you that when I picked up the car the first one I selected was sold and not available, the next two I selected had defective paint problems and only a fourth car was roadworthy. Also, the bill I've been given does not document how the infractions were given to thrifty. This company clearly has poor business practices which are troubling and not consistent with a Triple A rating in my estimation. Thank you for your assistance.Desired Settlement: Dropping of fine charges.

Business

Response:

Dear [redacted], Thank you for contacting us. It is our goal to provide you with excellent customer service. We understand your frustration and apologize for any inconvenience this matter has caused. Your inquiry has been forwarded to our refund department to remove the complete balance for the amount of $79.99 as of 02/16/2016. It is our hope that you find this matter to be resolved. Thank you, ATS Processing Services

Consumer

Response:

[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,

Review: I have sent 1 request already for this same question and would appreciate a reply.

I traveled with my company EZpass and received charges for leaving the Boston Airport and Returned to Newark Airport on the Company EZpass. Now I received charges from Plate pass when I was using my Company EZpass. Also, administrative fees of 14.85 + 6.10 in tolls. I have rented cars before with the EZpass mounted on them and never used it because I use the Company EZpass. When did this become effective and why isn't it Noted before you make the Rental?? My rental agreement is #[redacted] and the invoice from Plate pass is [redacted]. I have not received a reply from either company at this time and appreciate your assistance. These are BS charges and not the way to treat a loyal customer. I hope to see a reply shortly. Thanks, [redacted]Desired Settlement: I would like the charges from Platepass to be removed from my credit card and a credit in that amount. Also no further contact with them unless they can advise how to not use their service if you have other tools.

Business

Response:

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 $20.95.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

Review: I rented a car from [redacted] on 11/14/14 & returned the car on 11/16/14. I received a charge from platepass for $16.85 for $2.00 in tolls and $14.85 administrative fee. Not only was I told about this when I rented the car or returned it but to pay $14.85 in fees for a $2.00 toll is ridiculous. This is a scam and [redacted] needs to re-evaluate their A+ rating of this company. It is a scam and renters are being charged without their knowledge. I don't understand why this is legal. I want my $14.85 re-funded to me ASAP.

[redacted]Desired Settlement: I want the $14.85 administrative fees refunded to my debit card.

Business

Response:

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 $14.85.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

Review: On Aug. 12th I received an invoice for $520 from [redacted] as they were billing me for a running a red light in San Francisco on June 29th. The ticket itself was $490, and the administration fee was $30. After speaking with the SF Traffic Court I found out that I had to get the ticket moved from [redacted]'s name into my own so that I could contest the ticket in court (as it is my right to contest any charge put against me) both [redacted] & ATS (the company they contract to deal with traffic violations) were no help at all in this matter as ATS told me that due to "time constraints" they had neglected & were unable to put the ticket under my name and instead, they decided to pay it and bill me for the charges. One would think that they would have had ample time to have it put under my name given that the ticket was issued on June 29 and wasn't due until July 29, but instead both [redacted] & ATS failed to notify me of these charges until a month and a half later.

By failing to put the ticket in my name, [redacted] has violated my rights under California Law that allows me to contest any charges laid against me and instead they accepted the charges on my behalf, which I was not aware of, or notified of until I called in on Aug. 12th.

ATS is blaming [redacted] for not sending them the ticket in a timely manner, as they received it on July 17, and they claim that due to this they decided to pay the ticket. They claimed that "this is just the way we do things", well ATS that may be the way you do things, but that doesn't make it the law. (I spoke with supervisors [redacted] & [redacted] at ATS)

Had they put the ticket under my name as they should've done I would have been able to appear in court and contest the ticket as I am legally entitled to do, had I been able to appear in court I would've been able to get the ticket reduced or dropped all together , but because they failed to due this, and thus violated my right to appear in court I am now being faced with $520 in total charges.

After speaking with a supervisor at [redacted] on Aug 12th, she informed me that the issue is ATS's to deal with, I then spoke with [redacted] at ATS and he began to point the finger at [redacted], saying that they took too long to send them the forms, forcing them to pay the ticket on my behalf. I was also told by [redacted] (or [redacted]) that ATS "doesn't give refunds", how can this be possible, that a company has the ability to take your money, but not give it back? Furthermore, how is it that they don't give refunds when there is a section on their website called "Disputes". Seems like someone bad business to me.

I feel as though ATS and subsequently [redacted] (as they are the ones who contract ATS to charge their customers for violations) don't care about "good business" practices, their customers, quality of service, or the civil rights of their customers. As they don't seem to have a problem with dismissing my rights to appear in court to contest charges laid against me. I have not even received an apology from [redacted] or ATS for the inconvenience of having to deal with this.

I am especially unimpressed because I am supposed to be [redacted]'s most valued customer - a Gold Plus Rewards Member. It doesn''t seem very logical that a Gold Member who has rented for over 4 months straight should be treated with such disrespect, and disregard. I will never rent from [redacted] again due to this situation and I will be sure to tell all of my friends and family members not too as well.

(Please note: all phone calls to [redacted] & ATS were made on August 12th, 2013.) My rental agreement with [redacted] began on June 26th. 2013 and ended on July 29th 2013, when I returned the vehicle to the 10th Street Location in SF, once again, no one mentioned the fact that I had been issued a traffic ticket.

Lastly, in the contract that I agreed to when I rented the car, no where does it state that [redacted] or ATS has the right to waive my legal rights to contest any charges laid against me. This is bad business.Desired Settlement: I would like to be refunded for the full amount of the ticket of $490 as well as the "administration fee" of $30 as I believe had I been given the chance to contest this charge in a court of law, (as it is my civil right to do so) I would have been able to explain the situation to the judge and have the charges dropped or reduced significantly.

Business

Response:

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.

Upon receipt of any notice of violation from the County Court of San Francisco, we make every effort to transfer liability to the driver of the vehicle. If we are unable to do so, it is our process to make payment on the violation. This is done to prevent any action from being taken against the plate, such as a motor vehicle hold or having the vehicle booted or towed.

As a one-time courtesy, we have waived the $490 fine and $30 processing fee on your account.

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

Best Regards,

ATS Processing Services

Consumer

Response:

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,

Review: Recently, I requested to resolve an issue with my previous rental car, which

obviously was duplicate charge. After receiving an offline mail about the

charge, I sent an inquiry email on September 10, 2014 at 6:57:03 AM PDT to

[redacted] as suggested in the green slip in the mail (FAQ).

However, they did not respond more than 10 days and I have not received any

email yet as of September 29th.

Because of this pending issue that they ignored to handle in time, I had to go

through a very unpleasant moment. On my business trip last week, I made a

reservation to rent a car, but the rent car company would not allow me to rent

one because of the hold on my name due to this pending issue. So I had to

take a cab for about 40 minutes, which costed me about $80 (+tips). This was

very embarrassing and was really bad experience to me both financially and

mentally.

Trying to resolve this issue over a phone, I made a phone call on September 22nd in the

early morning, waited more than 35 minutes, but could not get to talk to any of agent

there. At this time, I sent another complaint email through their website contact us form

on the same day (September 22nd) -- no response at all again. Furthermore, I sent another

email that is identical to my first one on the same day after my failure to talk to them

via phone.

I have all the evidence with me including my two emails (sent via google

gmail), my phone call history, and the notification mail that charged me wrong.Desired Settlement: I would want them to resolve my issue with action items as follows:

1) Respond to my email (sent twice on September 10th and 22nd)

2) Correct the issue -- undo/remove duplicate charge on my previous rental record

3) Remove any hold on my name on any rental car companies so that I don't have to go through

such unpleasant and embarrassing experience ever again in the future.

4) Contact me about their action items and results, after resolving all the issues.

I also think that they owe me an apology considering what I had to go through

during my recent business trip.

Business

Response:

Dear Customer,

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

We received your email stating that you had paid for all tolls during your rental. According to the notes on your account, a customer service representative replied to your email on 9/23/14 informing you of the video tolling system in Florida, which does not allow for cash payments at most locations.

Thrifty offers an optional Platepass service for a small daily fee. We apologize if you were not informed of this service at the time of your rental. As your rental was not opted in to this service, you were charged a $15 admin fee per toll. You have the option of opting in to the Platepass program at any point before, during, or after your rental agreement. Please let us know if you would like to opt in at this time, which will result in a cost decrease of $91.85 for your account.

As a courtesy we have removed your name from the Do Not Rent list in order to prevent any issues for you while this is being resolved.

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

Best Regards,

ATS Processing Services

Consumer

Response:

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.

I appreciate that they removed the hold on my name from the list. However, the second issue that I reported in my initial complaint has not been resolved yet, which is "2) Correct the issue -- undo/remove duplicate charge on my previous rental record."

First, I have not received any email on 9/23/14 regarding the issue. I use gmail and I don't think there is any chance for [redacted] to miss any email. Please forward me the email that you sent to me on 9/23/14.

Second, yes, I was not informed of the Plate/Toll system as well as the potential fees/charges that would incur at the time of your rental. That was my first trip to Florida and the agent should've been clearly explained it to me.

Most importantly, I have already paid all the fees in full on my first receipt of the notification mail regarding my violation for the first time. What I don't understand is the reason why another set of violation transactions were made on my name even after two months after from my trip. As in my initial complaint email, there are duplicate transactions and they still have not clarified these duplicate charges. I would pay any pending fee if they could provide me all photos of my car with violation date and time together with the camera location with GPS, which corresponds to each and every "duplicate" transaction. If they are not able to provide me such a proof, I believe there is no reason for me to pay any fee for the duplicate transactions because the only reasonable explanation for the duplicate charge is their system errors.

I would like to make a point that I'm very much willing to pay any pending charge RIGHT NOW if the duplicate charges (around $60 or so) were correct and can be justifiable. I'm not spending so much of my time on contacting to the company, filing a complaint to Revdex.com, and writing this reply email, simply in order to save $60 or so -- It is really really tiny bit of money. What I'm trying to achieve here is to correct what is not right, and hopefully to receive an apology from the company about making me spend my time to correct their mistake and their system error, as well as any inconvenience that occurred during my last trip due to this issue. Again, money itself is not even a problem AT ALL.

Regards,

Business

Response:

Dear Customer,

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

Additional tolls were reported to us by [redacted] after your first payment. Tolls are reported to us electronically and are not always reported at the same time. A copy of the toll details is attached to this response, indicating the times and locations of the tolls. We have determined that none of the tolls are duplicates.

As we stated in our previous response, we are happy to opt you in to the Platepass service at any time. This would reduce the total cost of all tolls and fees to $17.98 for this rental. As a one-time courtesy, we have issued a full adjustment to your account, including a refund of your $48.58 payment.

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

Best Regards,

ATS Processing Services

On December 31, 2015 I rented a car from [redacted] at Boston, MA Airport at 2:30am. Before signing the rental contract I insisted to the agent that I want the Toll Pass to be disabled because I want to pay in cash for any toll I may use. As I was leaving the airport, I drove through one Mass Turnpike Toll and paid the toll in cash and obtain a receipt. I then drove from there to Dorchester, MA which is about 20 minutes. At about 3:30pm I drove from Boston to NYC and went through several tolls. I paid cash at each toll. On January 1, 2016 at 3:30am I drove back from NYC to Boston and paid cash at each toll. I arrived back in Dorchester, MA approximately 7:30am and went to bed since I didnt get any sleep during the past 12 hours. On January 2, I stayed at the house all day and didnt use the car much. On Sunday, January 3rd I left the house at 7:30am and drove 15 minutes from Dorchester to Milton, MA for church. We had worship from 8:am then had fellowship dinner from 1:30pm, but I left the fellowship at 2:30pm to visit a family in Mattapan which was about 15 minutes driving. At visited a couple more families in Dorchester then went to bed approximately 10:30pm. On January 4, I woke up about 9:45am and did some more visiting in the Boston area. I returned the car on January 5, 2016. Two weeks later, I got a letter from [redacted] rental stating I owe them $59.99 for tolls from the MASS Turnpike showing I went through a toll in Brighton/Cambridge on 1/3/16 at 9:44am, a toll in Allston/Brighton on 1/3/16 at 1:32pm, a toll in Newton/Boston on 1/3/16 at 1:39pm and a toll in WRSTR/Auburn on 1/4/16 at 6:29am. I called them for an explanation of these tolls, but they refused. I explained to them where I was during those hours, but they insisting since I rented the car I am responsible for those tolls. I asked for a copy of the tolls charges from the Mass Turnpike Authority, but they said they cannot give me that information.

[redacted] gave me fake violation numbers so that when I contacted the Mass. Turnpike Authority for copies of those tolls they will not be able the account. I am asking [redacted] to present to me a copy of the tolls charged by Mass Turnpike and photo copy proof of the car at the locations at the time mentioned. I believe if they are billing you for a service, they have the responsibility to present to proof. [redacted] Car is demanding that I present to them proof, such as receipts of where I was during the time mentioned. Why should I have to present proof. They are the prosecutors, they need to present to proof that I am guilty of those toll charges. I am sure every tolling authority present photo copy proof of toll violations or entry/exit if contested. The Mass Turnpike told me to contact [redacted] for that information since it is their account. I would like to get the address of the State representative contact infor to file a petition to change these laws. Rental car companies need to be stopped conning customers out money. Their premise is if you rented their car, then you are responsible for any charges they bill you afterward. I dont mind paying for what I used. If I go through a toll I will pay it. If I used the gas in the tank I will refill the gas tank, but dont come a week later telling me that you billing me for tolls on a highway when I know I did not go through those tolls or sending me a $100 gas bill saying I did not fill the tank when returned the car. This needs to be stopped. If anyone would like to join a class action lawsuit against [redacted], please contact me at [redacted]. We need to write our state representative concerning these issue on car rental companies. They are constructing these fake bills then invoicing them to customers and making million of dollars. This needs to be stopped. I would never rent a car again from [redacted] and if I do rent another vehicle from any company, I will make sure I get a receipt from a store to show where I am every 15 minutes. My experience at first with this company was very positive, but two weeks later after I received this toll invoice, they have gone to my extreme negative experience.

Review: I rented a car from [redacted] in Vermont, the car never left Vermont but Plate Pass charged by credit card for tolls in New York City. Tried to contact them by phone went through their phone tree only to be disconnected. They advised to use the website to lodge complaints, tried that but they have not responded. Meanwhile I am paying for $82 worth of tolls that I didn't authorize or use.Desired Settlement: I want a refund of the money applied to my card and I don't want to wait months or weeks. I didn't authorize or do this transaction.

Business

Response:

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 administrative fee for the amount of $24.75 as a one-time courtesy. In order to remove the toll amount for $58.00, we will need documentation showing proof of payment for tolls in question.

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

Consumer

Response:

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.

I was not in the area at all with the rental. Please provide pictures of the car plate that went through. The car I rented stayed in Vermont. These are bogus charges on my card.

Regards,

Business

Response:

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 fees.

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

This business charged my credit card several weeks after a car rental with no description of charges. $43 charge incurred for maybe ten dollars worth of unavoidable tolls. What's sold as a convenience with the car (a toll pass) turns out to be a quarter the cost of my rental. I've filed dispute through my credit card company that is pending. Completely dishonest and sneaky and they are thriving on people not taking notice of their fees. Disservice to American business.

Review: ATS Processing Services is billing me $122.50 for 7 false toll violation charges. I rented a car from Dollar Rent-A-Car at Logan Intl. Airport, Boston, MA, from May 24 - June 1, 2014. On May 31, we had the rental car in Rhode Island and only went out to lunch in North Kingstown, RI. However, ATS is billing me for toll violations occurring at toll booths in MA on that same day. I don't have a receipt from the lunch, which would be my only proof to show where I was that day. Despite many attempts to solve this issue with them, ATS is refusing to cooperate at all. I've asked them to show me proof of the car going through the tolls. If there was a violation, the Massachusetts Turnpike Authority should have a picture of the car going through the toll booth. I have contacted the MA Turnpike Authority and they have no record of that car and specific license plate. ATS have refused to consider that there may be a mix-up with the accounts or some other technical error. There seems to be no accountability on the part of ATS. I would like for these charges to be dropped because I did not go though those Massachusetts toll booths on May 31st.Desired Settlement: I desire for these charges to be dropped.

Business

Response:

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.

Notes on your account indicate that you last spoke to our customer service department on 7/3/14 stating that you were able to provide the requested documentation via email. As we did not receive that documentation, no further research action was taken on this account.

The tolls reported to us by the Massachusetts Turnpike Authority occurred when the transponder assigned to your rental vehicle was read at several toll locations. No photos are available of the tolls since they were recorded by transponder rather than the vehicle’s license plate.

At this time we are unable to determine if the transponder was removed from the vehicle to which it was assigned and placed in a different vehicle and have applied a full courtesy adjustment to your account.

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

Best Regards,

ATS Processing Services

Review: Plate Pass admin fee was not explained at time of rental. Upon reading the agreement later, I assumed there would be one admin fee for combined tolls that were $3.04 in my case. To charge $60 in admin fees for $3 in tolls is absurd and literally, highway robbery.Desired Settlement: I will accept paying one $15 admin fee for tolls ($3.04) incurred.

Business

Response:

Dear [redacted], Thank you for contacting us regarding your concern. It is our goal to provide you with excellent customer service. We apologize for any miscommunication regarding the All-Inclusive Tolling service. As a courtesy we have refunded $45 in processing fees, bringing your charge down to $18.04. Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards, ATS Processing Services

Review: Dollar Processing Center [redacted] Dear Sirs;

I received with great concern your letter about “Prenotification of Credit Card Charge.”

As you know a car cannot be at two places at one time. The car, a silver Toyota Avalon, that I rented from you on 12/11/13 was driven, by me, on that day, 12/11/13, to [redacted]. It remained in [redacted] until the day, 12/17/13, I returned it to the airport in [redacted]. It nor I never left an area within 10 miles of [redacted] during the week we had the car.

The statement you sent me indicates that the toll charges were from [redacted] and [redacted]. That can not be for the car I had. We took a plane on 12/11/13, with return on 12/17/13, from [redacted]. to [redacted] and then drove west not east.

Since I dispute these charges, you are requires by law to provide copies of the photos taken at the toll booths and any other documents you may have about this matter.

I am sending a copy of this letter to the [redacted] and the [redacted]. As you list the Revdex.com on your noice, I am sending a copy of this letter to them also.

Since this matter shows there is error on your end, I look forward to you sending me proof in writing that the matter is resolved.

Awaiting you reply in writing, I remain,Desired Settlement: Since this matter shows there is error on their end, I look forward to their sending me proof in writing that the matter is resolved.

Business

Response:

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. ATS would like to apologize if you feel the charges you received are in error. If you would like copies of violations for any of these tolls you may contact the cities directly. As requested, a refund in the amount of $128.65 is being issued. Please allow up to 5 business days for this to appear on your account. Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards,ATS Processing Services