ATS Processing Services

Review: This involves 4 traffic tickets via American Traffic Solutions; NONE of which I was ever notified about until after the fact when it was too late to dispute or rectify. Only ONE of them was actually received by me, but was recieved as a delinquent Notice of Liability with late fees in 12/14 and the offense was dated 10/15/14. I made numerous calls to ###-###-#### which are on record and was spoken to so rudely by these reps and even a supervisor. They played dumb and said it was sent out (wheres the proof?!) but that I should contact [redacted]. I will leave names out but I was even told by one of the reps that this has in fact been an oversite and he was recieving a lot of calls on this issue. I sent 2 letters certified with no response to [redacted] and to the return address on the late ticket that actually was received only to find out later, that it is in fact American Traffic Solutions who is responsible for mailing out these citations, not [redacted]. These were NEVER sent! I requested the original citation to be mailed to me without late fees and nothing so I paid the original fee of $75 only to recieve a letter I now owe $30 more! Then, today 2/7/15 I get a letter from a collection agency stating I am deliquint on three additional tickets that again were NEVER sent to me!! Coincidence???! Whats funny is that when I had called customer service prior, no additional citations were ever mentioned to me! Two issued on the same day and one that was after school hours! From what Ive been told this camera has also since been removed. I am not alone on this, there's numerous people I have spoken with that have had the same situation with this company and there are numerous class action lawsuits. If this issue is not rectified and taints my pristine credit I will have this escalated. They have fraudulently denied me my rights to a hearing or to have the issue rectified. Had these citations been sent in a timely manner they would have been addressed and not when it was too late. I am now pretty much being threatened to pay with late charges via a collection agaency. I assume that since this is an ongoing issue with them this will be rectifiedIDesired Settlement: Submit ALL 4 original citations without late fees since this is their responsibility that they lacked follow through on and to remove demands from credit agency ASAP! This is fraudulent practice!

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. Using the details you have provided, we are unable to locate the information related to the charge. To resolve this issue, please provide us with some of the information below: •Name of the rental agency. •Return date of the rented vehicle. •Name and address of the primary renter as it appears on the rental record. •Driver’s license number. •Rental agreement number. •Last four (4) digits of the credit card number that was charged.*•Expiration date of the credit card number that was charged. •Date the credit card was charged. *To access your account by credit card number, the last four digits are required. ATS exercises exhaustive security measures to ensure your information remains private. Upon receipt, we will immediately continue to review the details and nature of your inquiry to provide timely resolution. Best Regards,ATS Processing Services

Review: I rented a vehicle through [redacted] from 6/20/15-6/28/15, and 22 days after returning the vehicle I received invoice #[redacted] from PlatePass for the amount of $27.50. This charge consisted of $2.75 of tolls and $24.75 of "administrative fees". This is completely unacceptable for two reasons:

1. I paid all tolls during this family vacation in cash, and am 100% sure I never went through a "cashless" toll station as mentioned on your website. Bottom line - I paid cash for these tolls and should not have been charged duplicate fees by PlatePass.

2. When I asked the [redacted] agent what she was handing me with the keys to my rental car, she told me "just insurance stuff, but don't worry - you have insurance included in your rate." NO mention of an astronomical service fee or option to decline, and a tacit verbal misrepresentation of the fine print in which your fee structure is conveniently buried.Desired Settlement: My expectation is that PlatePass issue a full refund for these charges that I did not incur, or I will dispute with my credit card issuer. Thank you.

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 $27.50.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

Review: I am livid, bait and switch! I rented a car from [redacted] at [redacted]-NY. I was not told about PlatPass, nor told to save receipts. When I was told to initial and sign the contract I asked, what are these items, "oh insurance etc." is what I was told. I rented the car for 7 days and drove from [redacted] to Rochester, paying for all my toll in cash. 2 1/2 months later I receive a bill from PlatePass or ATS services to pay $56.70 (including $24.75 in their administrative fees ) WHAT? When I called [redacted] they say it is in your contract but nobody shares that it is there when you are renting and they say call PlatePass. When you call PlatePass they will refund service fees and "charge me for the two days" I used this service! This is "highway robbery".Desired Settlement: I want my charges to be removed as I never knew about the service, had no idea there was a "platepass" in my car and I paid the tolls cash, why am I being charged double. When I review the tons of complaints about this, these folks should receive a class action suit for their bad behavior - how many people just pay this and are not even paying attention.

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 $56.70.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

Review: Company is unreachable, they do not reply to email sent through the platepass site or through their [redacted]. When trying to call it directs you to file all disputes through the website and I have not found a way to dispute on the website yet, so it is a continuous loop of getting no where.Desired Settlement: A phone call with an explanation and a refund for charges.

Business

Response:

Dear [redacted], Our records indicate one email was received from you by our office yesterday, Wednesday 6/11/14. Unfortunately we are unable to locate your account with the information you have provided. Please provide your rental agreement number or any of the following information so that we may better assist you. · Name of the rental agency.· Return date of the rented vehicle.· Name and address of the primary renter as it appears on the rental record.· Driver’s license number.· Rental agreement number.· Last four (4) digits of the credit card number that was charged.*· Expiration date of the credit card number that was charged.· Date the credit card was charged for the PlatePass expense.· Dollar amount charged to the credit card. *To access your account by credit card number, the last four digits are required. PlatePass® exercises exhaustive security measures to ensure your information remains private. Upon receipt, we will immediately continue to review the details and nature of your inquiry to provide timely resolution. 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. Thank You,PlatePass® Customer Service[redacted]

Plate Pass is a scam and fraud perpetuated on the public by [redacted] car rental company, the state of Colorado, , and ATS Processing Services, LLC.

A $1.10 Northwest Expressway charge was inflated by an additional $24.75 administrative fee ripoff (15 days @4.95/day, maximum of $24.75). The distance spent on the toll road was about 2 miles which occurred on April 5th; the rental car was returned to [redacted] on April 9th. The date of transaction on my credit card was April 27th.

What can one do in the future? Apparently all major rental car companies are associated with Plate Pass. What a joke. Free enterprise and American exceptionalism at its best.

Review: Said company charged 20.80 to my credit card without my knowledge and/or authorization. They allege that I used Fastpass/EZpass toll lanes without paying toll. An out and out lie. I attempted to file an email complaint on their website on 3 different occasions. And was met with this cryptic message. "Failed to send your message. Please try later or contact the administrator by another method." Attempted to call them and was put on hold for 20 minutes without speaking to a human being.

"Desired Settlement: I will dispute with credit card company as well. Clearly, a shady business operation hiding behind Revdex.com seal of approval when they are anything but a better business.

Business

Response:

[redacted],

Our records indicate that a Video Toll on the Delaware River Joint Toll Bridge Commission @ Interstate 78 Entry Lane 01W was accessed during your rental period of 3/15/14 17:04-3/19/14 12:00 under rental agreement # [redacted].

Information provided to us by Hertz indicates that you drove a total of 484 miles. From your pickup location Philadelphia International Airport through this toll location and back is about 165 miles. We will require documentation such as bank statements, receipts, etc. showing your were not in the area of this video toll. Please submit to [redacted] or you may fax to ###-###-####.

Hertz offers the PlatePass® service for $4.95 per rental day ($24.75 max per rental month), plus tolls if PlatePass® is activated during your rental period. The details surrounding the PlatePass® service are contained on page 3 of your rental contract. PlatePass® is an automated electronic toll payment service that enables rental car customers to use high-speed, cashless toll lanes to avoid having to stop and pay tolls with cash.

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 Support Specialist

[email protected]

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.

Why am I being treated like a criminal? Produce evidence including receipts that I wasn't in the area. It's none of their business to have access to my receipts or my whereabouts. They know that they are scam artists preying on 1st-time travelers. I went through the toll and paid it with cash. So my $1 toll which I paid in cash gets hit with a ridiculous $20 surcharge. I will continue fighting this until this con-artist company has spent at least $20 in worktime and adminstrative costs.

As such I do declare that I will require the video footage showing the car going through said toll machine without paying cash. I will NOT be treated like a criminal. Please see Article I of the US Constitution which overrules page 3 of micetype in the Hertz contract.

I certainly hope that Revdex.com takes a look at the number of complaints this company generates and does the right thing and downgrades the rating. Otherwise, I will have lost all faith in the supposed Revdex.com-process.

Regards,

Business

Response:

[redacted],

Our research shows that a video toll was accessed during your rental period. Meaning, a picture would have been taken of the vehicle and there would be no way to pay cash at this specific location. Also our research shows that the PlatePass® service was actively used for one day during your rental period. As a one-time courtesy, we have removed all charges. A refund of will be applied to your account within the next 3-7 business days.

For additional information, you may contact us by e-mail or by phone.

Regards,

PlatePass® Customer Service

[email protected]

Dollar, ganged up with the California Tolls Roads, set up an ambush trap for tourist to collect substantial charges for "toll violations."

Here's how it works. They set up toll roads but no indication whatsoever of where and how to pay the toll charges. This is confusing and painful even for the locals, but confused tourists in a hurry roll through the traps to get hits by "violation" notices. This is highway robbery, literally.

Adding another injury to the insult, they made it very painful to resolve any issues. Representatives do not listen to arguments and respond non-sequitur like they were a machine.

I accidentally drove through a [redacted] toll gate while trying to find my way threw an unfamiliar city and was very aware that I was going to be sent a small fine. Most people would be unhappy with having to pay a fine and I understand that. However I also understand that I made a mistake and was willing to pay the fine with no doubt that I was the one in the wrong. So let me make it clear that my problem does not rest in the issue of the fine; it rests in the fact that I have never dealt with such a horrible collections department like the one at [redacted]. Three hours I spent on the phone (most of the time on hold while being transferred to and from one of the SEVEN phone numbers I was told to contact) only to result in not one person being able to answer the simple question of, "How can I pay for this $1.25 toll before I get hit with a fine?" After being "disconnected" or reverted to a messaging service several times, finally one person said, "don"t worry they will just charge the card you gave them when you rented initially". Baffled at why this was the only employee who seemed to know the answer to my seemingly simple question, I happily accepted his answer with a sigh of relief only to find a fine in the mail from [redacted] a few days ago for $15.78. This small amount of money isn't what irritates me. It was the several hours of frustration only to be resolved by a representative of the company lying to me about how to take care of the issue. I made sure I went out of my way to write this review about the horrible service I received from [redacted]. I would not recommend this rental company nor will I ever give them my business ever again.

Review: When I picked up my rental car, my son registered the license plate with his ** Toll Tag and he was billed for my bridge crossings.

ON my credit card statement, on April 20, I was charged $30.75 from [redacted]: for one bridge crossing ($5.00 actual plus $1) and $24.75 for "administrative charges" for the entire rental period, March 11 until March 29.

I sent in via email the documentation of the ** Toll Tag dates and charges to information@[redacted].com and after 4 attempts, I received an email saying the messages were "permanently undeliverable."

I called and attempted yet another delivery, in the middle of May and have not received ANY response whatsoever.

Today I spoke with [redacted] at [redacted], who said:

They did receive emails from me and they wrote to me twice, neither of which I received: this after checking my gmail in my Inbox, in All Mail, and my Spam box.

Today he told me to resubmit, but they can ONLY receive documentation via "screenshot or [redacted]"............

I have asked my son to do this for me.

Really?

why is this company so difficult to do anything with?

how outrageous and usurous are their "administrative" charges?

why can't an email with the documentation they require by sent, except by the ways in which they say they need to receive it?

For anyone who would take some time to [redacted] and [redacted], the accounts by renters all over the country are enough to make a career out of, to take time to scroll through them. We all have the same complaint.

And, this is just now about [redacted] and [redacted]; it's about [redacted] and other car rental companies.

And, lastly, each "passes the buck" on fee policies: [redacted] says [redacted] sets the rates, and it's a convenience for renters. [redacted] passes off the rate setting policies to the rental agency.

Neither party is an innocent one in this scenario. ONly the renter gets "screwed", to be quite blunt.

I thank you in advance for some positive attention here.

My next step is to contact the [redacted] office.Desired Settlement: Please see complaint description.

Business

Response:

Dear [redacted],

It is our policy that personal transponder statements be submitted in [redacted] or screenshot format; Our policies are in place to ensure the accuracy of the information we receive so our research can be conducted properly. We apologize you had difficulties sending and receiving emails to and from our office. If you wish, you may fax your statement to [redacted]. Please include your rental agreement number [redacted] with any documentation in order for us to serve you in a timely manner. Please submit a copy of your personal transponder statement reflecting activity during your rental period; Upon receipt, we will immediately continue to review the details and nature of your inquiry to provide timely resolution.

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. [redacted]® is an automated electronic toll payment service that enables rental car customers to use high-speed, cashless toll lanes to avoid having to stop and pay tolls with cash.

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.

Regards,

[redacted]® Customer Service

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

Review: On 4/14/14 I received a credit card bill for a fee from [redacted] invoiced on 3/29/14 and registering to my credit card on 3/30/14 for a [redacted] car rental from November 3rd through 9th 2013.

This notably delayed billing (almost 5 months and in a different financial year) creates major inconvenience. For example, this was a work trip and I am unable to seek reimbursement from my employer since this is now 5 months old and that contract is closed and because it represents a different financial year.

I am Gold member at [redacted] so I wrote to ask them to absorb this coast on my behalf. They refused and referred me to Plate Pass. 3 emails and 2 months later and only after threatening to go to the Revdex.com and my credit card company, I got a form email response from [redacted] denying my request.

I was therefore not surprised when I went online and typed in "[redacted] Plate Pass" to find a website devoted to a class action suit and another with a litany of complaints at consumeraffairs.org.

Billing 5 months after the event and failing to reply to multiple requests for customer service are unacceptable business practices and I would be pleased if you would investigate this further.Desired Settlement: I would like the administration fee reimbursed. I accept that I genuinely incurred the tolls; however the administration fee is to provide a service that this company failed to provide.

Business

Response:

Dear [redacted], According to our records, our customer service department did not receive any phone calls from you. Further, our records indicate you emailed our customer service department once, and you were responded to on 05/28/14 explaining delayed billing to you. Again, unfortunately our toll billing process cannot begin until the tolls are reported by the toll authority. We apologize for delayed billing; it is truly out of our hands as to when the tolling authorities will report the tolls accessed during your rental period. As a one-time courtesy, we have removed the [redacted]® administrative fees. Please allow 3-5 business days for the refund of $24.75 to be issued to the credit card on file. 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 ([redacted]) or by phone at ###-###-#### (Monday through Friday 6AM to 4PM PST). Regards, [redacted]® Support Specialist

Consumer

Response:

Thank you for your response. [redacted]' records regarding the number of emails they received from me clearly differs from mine showing the 3 that I sent. Since I maintained the same thread of communications, they will be easily able to confirm that the one marked as the third contains below it the first two. Regardless, 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.

Sincerely,

I spent an hour trying to get to a dispute with this company. They process for rental car vendors and have installed the most complex voice response system. It gives you options, then tells you stories and refers to the web site, even when you tell them you dont have access to the internet, they still tell you to look on the web site. They go out of their way to avoid contact and making quick customer resolution.

Review: I received an email from [redacted] in early January 2014 notifying me that I did not pay tolls on the Illinois Tollway and that I would be charge for these, as well as their administrative fee. The total amounted to $32.25. I attempted to e-mail [redacted] on three occasions responding to the e-mail they sent to me about a charge for an Illinois Tollway. I paid Illinois Tollway on 12/2/2013 immediately after returning the car to Thrifty and arriving at the airport.

I received no response to my three attempts at e-mail communication. On January 4, 2014, I received a letter from the company and responded immediately by e-mail again. I tried calling the following week on two occasions, but after waiting for over 30 minutes each time I hung up. At that point, I sent a letter, copying and pasting the Illinois Tollway information into a word document, and submitted a website dispute for the charge. I did not hear from anyone at the company. I also filed a dispute of charges with [redacted] Bank, my credit card carrier. It wasn't until I did this did I hear from the company.

On Feb. 18th I received a terse email from Michelle D at Michelle D., a customer service specialist at American Traffic Solutions stating they would not reverse charged because of license plate discrepancies, my credit card tollway receipt said it was from Illinois and they said I had a car with a California plate. I found it interesting that the tolls I paid amounted to $3.00, but the letter from the company states the toll was $2.25. The lowest toll on the Illinois Tollway is $1.50. Furthermore, there is no indication in their letter the date or time the toll was missed.Desired Settlement: I see there are several others that have made complaints of this nature about this company. At the least, they should respond to attempts to contact them and provide individuals with all the information to sort out the nature of the issue and charges. I worry they do not have correct information. It would also be good to have a better understanding of the interaction between Thrifty and the Illinois Tollway system.

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 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

Consumer

Response:

I am sorry for the confusion. I am happy with the resolution of this dispute. However, I would strongly urge the company to improve it's customer service. It was not until this stage that anyone really looked at the issue. I think it is reasonable to expect them to respond to my e-mails or web input on the matter. I had to try to stop payment through my credit card company before they responded at all. Thank you for your time and assistance with this matter.

Review: I used a toll road one day but was billed for three in which I wasn't even in the state.Desired Settlement: This company bills per day even if you never used the service or even knew about this service. This company is not honest and should be refer to the attorney general for investigation. I can't believe Hertz uses such a company that profits off scamming it's customers.

Business

Response:

Dear Customer,

Thank you for contacting PlatePass with your inquiry.

We have processed a courtesy admin fee refund in the requested amount.

We apologize for any inconvenience that this may have caused and appreciate you bringing this matter to our attention.

Best Regards,

Business Analyst

PlatePass LLC.

Review: rental car [redacted] rental company purchased a sunpass at time of rental rental record [redacted] 10-26-13 to 11-2-13

at time of rental was told that no transponder was needed as we purchased the sunpass for tolls just to drive through

and the plate would be recorded. received a Toll charge notice on 12-2 for 2 tolls with a $30.00 Adm Fee. I made multiple attempts to call this company with the number listed on the website on hold >45 minutes both times with no answer.Desired Settlement: There should be no fee for tolls as we purchased the surpass, and no Adm fee.. I would like a speedy resolution as they only gave me 5 days to reply!!

Business

Response:

Dear Customer,

Thank you for contacting us with your inquiry.

Our research team has identified the error and refunded you in full. Please allow 3-5 business days for the refund to process.

Thank you for bringing this matter to our immediate attention.

Best Regards,

Business Analyst

PlatePass, LLC.

Consumer

Response:

Thank you for your help I'm resolving this issue

Sent from my iPhone

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,

This company charged my credit card out of the blue for $28.59 for passing a single toll bridge in WA state. The toll was $3.20.

I have three gripes. First off, while I was expecting to be charged for the toll, I wasn't expecting to be charged ten times the amount of the toll. However, the moment they bill you for a single toll, these people will charge you $4.95 per day of rental, whether you go through a toll that day or not.

Second, the car rental company (Hertz in this case) did not inform me in advance that tolls would incur a 1000% surcharge.

Third, and this is the part that really frustrates me, they charged my credit card without prior notice, without providing me an invoice, and without obtaining my authorization. (They "claim" I agreed to this by signing a rental agreement with Hertz, but I have yet to find that provision in my rental agreement. If it's there, it's buried deeply within the legalese, and the name "American Traffic Solutions" or "ATS Processing Services" does not appear in the agreement according to a quick phrase search.

I would suggest not doing business with these people, but they don't actually give you that choice. Instead, I'll just caution people to be very careful about using toll roads in a rental car. Clarify in advance how these are billed, or you could incur charges an order of magnitude larger than the tolls themselves.

Review: Company charged a collection/administration fee of ~$5 fee for 5 days. Only used the toll one day. It was two 32ct tolls. They proceeded to charge for the next 5 days even though services were never rendered.Desired Settlement: I would like to be refunded the 4 says that I didn't use the pass.

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.

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]

(877) 411-4300 | Monday - Friday, 6:00 AM to 4:00 PM PST |

Review: I am writing to inform you that I will be filing a formal complaint for both ATS Processing Services, which I believe to be an independent company in the service of [redacted], as well as [redacted] regarding your predatory billing practices with regards to Toll Charges in your [redacted]. My chief complaint is the size of your processing fee as compared to the size of the toll and the complete inability that both your company and the Tollway Authority present in allowing me (and other customers) to pay these charges at the time of incursion, and prior to the presentation of your outsized bill for services rendered. I understand that you describe your administration fee as covering all costs associated with processing the citation on my behalf. I also am aware that I was informed at the time of vehicle pickup that I would incur a “fine” if I declined the Toll Pass and incurred a toll.

Here is why I believe that your practice, combined with the [redacted] procedures, presents a completely unfair and predatory practice toward consumers. I am required to decide at the time of rental whether I require a toll pass and I am told that the toll pass costs me $11/day whether I use the toll pass or not. I declined the toll pass as I, in good faith, do not expect to use any toll roads on my weekend in Dallas and the cost does not appear to justify the risk ($33 would have been my additional cost, plus the toll for this offense if I had taken the pass). Circumstances change – I get turned around on my way to the airport and realize that I am required to take a toll road in order to get to the airport on time for my departing flight. I attempt to determine if I can pay the toll online before incurring the toll, but the website does not present this information easily via mobile platform. I incur the toll, return the vehicle, and immediately contact both your company as well as the Toll Authority to locate the citation and pay it, prior to requiring [redacted]’ Processing services. I spend well over an hour on the phone with your representative, a [redacted] Representative, and then an [redacted] representative (as the rental vehicle had IL plates), only to determine that you all have conspired to make it impossible for me to 1) pay at the time of the toll road use (via booth or online) or 2) immediately after the toll violation. This is precisely why I find your bill of $31.95 so grossly unfair. In a way, your practice coupled with the Tollway’s presents all customers with an “undisclosed” cost at the time of rental of at least $31.95 for a weekend in Dallas.

I agree that your company has the right to recover toll fees incurred by rental car customers – I am suggesting that your practice makes it impossible for the consumer to make a reasonable estimate of the costs of declining the practice or to determine an alternate and reasonable method to pay the fee. I might also add that having no toll booths (although I’m sure a huge savings from a manpower cost perspective) confounds this situation for [redacted] based rental car customers.Desired Settlement: I request a billing adjustment to remove one of the two administration fees that I was charge (one seems completely sufficient), a reevaluation of the disclosure statements regarding toll pricing options to rental car customers in the [redacted] area, as well as a mechanism that allows consumers to pay tolls prior to requiring ATS services (I should not be required to use your services if I am willing to adjudicate the citation myself).

Business

Response:

Dear Customer,

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

Dollar offers an optional Platepass service for a small daily fee. 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. As a courtesy we have refunded the $15 admin fee and you should see the credit reflected on 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

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.

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,

Review: Rented a car from Dollar Rental from 9/10/14 to 9/16/14 in Orlando Florida. Rental Agreement [redacted]. At the same time, I rented a 'Plate Pass' allowing me to go through ALL TOLLS in Florida. I returned car to Dollar in Orlando, Florida on 9/16/14 at 6:00 pm. I received a 'Toll Charge Notice' in the mail from Dollar Processing Center dated 9/30/14 "Notice Number [redacted]' for the amount of $82.18. I called number and was told that I was dealing with ATS Processing Services who handle violations for various States. Man stated that Dollar told them I did not have Plate Pass coverage for vehicle I rented. When I stated I did, he asked me to fax final credit card bill I received from Dollar Rental upon returning car in Orlando, Florida. At the same time he mentioned there were additional charges on my rental car which brought the total to $116.36 including Admin Fees. I thought my faxing over credit card info with Plate Pass clearly shown as being paid, that would resolve the issue. On 10/04/14, I received another notice bill for $116.36. I called ATS again and was told it takes 10 days to resolve issues. I again faxed over credit card info. On 10/14/14, I again talked with a lady from ATS about this issue. She told me that they had received my information and it would take 10 business days to resolve. I again mentioned that I had Plate pass agreement. Upon asking what happens at end of review of my case, she replied that if I was at fault, my credit card would be charged. I called Dollar about this issue from phone number provided on ATS site. All I got was a message saying they were aware of Plate pass issues and for US to send them info in an email about our transaction, i.e. Name, Address etc..: However they did not provide an email address to send info to!!! In my mind both companies are negligent in their dealings with the public.Desired Settlement: Have a quicker response time to issues. In this computer age, it does not take 10 days to resolve these issues. Also they should be dealing with the Rental car company and not with the renter. I have spent a lot of time trying to get this issue resolved. It was not even my problem, but Dollar Rental problem. I feel that Dollar was the grossly negligent bordering on fraud.

Business

Response:

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 $116.36 was issued on 10/20/2014. 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. If you have any issues in the future, please feel free to contact 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

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: I rented from [redacted]- [redacted] - Rental Agreement #[redacted]- from 5/1/15 to 5/16/15.I picked up the vehicle from and returned there. I received a Plate Pass bill for Rental #[redacted] and Invoice [redacted] for 38.36 for administrative charges and tolls incurred on the [redacted] Turnpike. I drove a total of 707 miles within the rental time frame of 5/1/15 to 5/16/15. One way from [redacted] to [redacted] is 313 miles alone. without counting all the toll stops. Please note my rental agreement began with * not * . The rental agreement numbers are the same. This appears to be the source of the error. I request you invalidate this bill and remove the charge from my credit card which you have on record. Please charge to the proper [redacted] renter. I never left Central ** and used no toll roads. . If you still feel I should be charged, although the error is clearly due to billing to the wrong rental agreement, I also request you provide a picture of the rental car license plate/ driver that incurred these charges.On 6/30/15- 2:05pm I spoke to [redacted] at Plate Pass toll free number and although promised she would look into it I have heard nothing further. Desired Settlement: I plan to dispute this bill with my credit card company if charges appear and pass along my complaints to the Revdex.com, [redacted] and my insurance company who has a contract with you. I am very disappointed [redacted] has chosen to bury the Plate Pass agreement in the rental contract and has not made an upfront option to decline or accept. The administrative charge is outrageous. I have [redacted] pass and would have used that if needed. I have been an occasional renter with [redacted] and will discourage family and friends from doing so in the future. I will also advise them all to look for the hidden charges.

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 $38.35 on 07/02/15.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[redacted]) [redacted] | Monday -Friday, 6:00 AM to 4:00 PM PST |

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,

The PlatePass system does NOT WORK for online payments. I have received three bills from PlatePass in connection with one car rental in July. I will be happy to pay the bill, online, when the system works. Just try their online system - it doesn't work, though it continues to advertise that bills can be paid online I can't believe the rental car companies affiliate themselves with such an incompetent service provider. I'm talking to you, HERTZ.

Next time I will ask Hertz to forego PlatePass. I'd rather wait inline at the toll stations then deal with this.