ATS Processing Services

Review: I rented [redacted] Car for 4days. I used platepass (which is in the [redacted] Rent car) for one time during my rental.

[redacted] for [redacted] is $11.75.

After 2 months later, I got charged $33.80

Toll fee is $14 (I could understand this is Cash price)

Admin fee per day as $4.95 * 4 = $19.8 (I couldn't understand why they charge me for rental period time)

I didn't agree to pay this admin fee which nobody mentioned. not only this case, this type of business should be changed correctly. All customer want convenience and should pay for that and companies deserve to get profit to offer convenience. but how come they charge admin fee for rental period? if I rent 1 month, they will charge me for a month?

I really wish Revdex.com can order them to change the way they charge the customer. It is not only just rip off but totally unfair to the customers who don't know.Desired Settlement: 1. I'd like to get the agreement where customer will pay daily admin fee.

2. I'd like to get refund of $4.95 * 4 = $19.8. This charge was never notified and I never agreed on.

3. this is really my wish and I hope they can change the way to charge customer to use toll fee.

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 balance for the amount of $19.80. 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 was charged 27.05 for a toll charges on a [redacted] rental car that I did not have possession of. I only rented the car for 4 days; and the toll charges were from a previous months and previous renters.

car rental was from 08/01/2014 to 08/04/2014. Vehicle plates were [redacted]; 2014 Toyota Camry. Rental agreement is [redacted].

I have sent 8 emails requesting assistance. I have called and been on hold for a total of 4 hours waiting to talk to someone.Desired Settlement: refund credit 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 $27.05. 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 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.ALTHOUGH the business acted like it I had the rental car in my possession at the time of the charges; when in fact if you would have bother to look at the dates of the rental agreement and the date of the tolls you would have found that this tolls were not mine and I did not have the car in question at that time. thank you

Regards,

Review: I rented a car with [redacted] on 5/23 at [redacted] and returned it on 6/3 at [redacted]. Three weeks later on 6/25, I was billed $38.75 by [redacted]. I only know what the fee is about after searching online: https://www[redacted].

I think I'm inappropriately charged as I wasn't informed in any way about the fee. Moreover, I wasn't aware that the rental car with [redacted] registration plate I picked up had a [redacted] device, which rental cars from [redacted] don't have. At the toll in [redacted], I paid cash so this fee by [redacted] is a duplicate to the toll fee for me. This is fee is incurred by [redacted], I am making my claim with them instead of [redacted].

However, below is information about my [redacted] rental:

Rental Agreement - [redacted]

Rental Location - [redacted], ** Date - 2014-06-03

Renter - [redacted]Desired Settlement: I hope [redacted] understand that I was inappropriately charged and is willing to refund the fee, $38.75 to my credit card.

Business

Response:

Dear Customer,

Thank you for contacting [redacted] with your inquiry.

To confirm, your rental vehicle was photographed on 2 separate days driving through the [redacted], which converted to a Cashless Toll System on March 27th, 2014. The [redacted] terms and conditions, how it is used and what steps to take if you prefer to personally arrange payment for Tolls are contained in the Rental Contract.

We apologize if you were not verbally informed of the [redacted] Service. We have processed a courtesy admin fee reduction refund in the amount of $14.85, to reflect the days you used the service.

Thank you for bringing this matter to our immediate attention.

Best Regards,

Business Analyst

ATS Processing Services, LLC.

Review: I rented a car from [redacted] 7/29/14 which contained a PlatePass device on the windshield. I was not given any verbal instructions about the device, and I did not ask to have it activated.

During my visit to Massachusetts and New Hampshire, I used the cash lane at every toll booth on the highway.

I was billed by PlatePass a total of $22.30 for a $2.50 toll and a $19.80 administrative fee (a 9x markup).

I am not able to call Plate Pass to discuss the problem as their M-F telephone hours are too restrictive (I am working in the hospital from 6 am to 4 pm Pacific time). My on-line complaints to both PlatePass and [redacted] customer service have not been answered.Desired Settlement: 1. Platepass should be verbally explained at time of car rental

2. Customer should have the ability to opt in or opt out of the service. Ideally this should be an optional service similar to asking for "never lost", supplemental insurance coverage, or a child seat.

3. PlatePass should broaden their customer service telephone hours. A cutoff at 4 pm Pacific time is too early

4. PlatePass and [redacted] should be required to respond to on-line customer service complaints in a timely manner.

Business

Response:

Dear Customer, Thank you for contacting PlatePass regarding your concern as it is our goal to provide you with the highest level of customer service. We apologize for any inconvenience this matter may have caused. We have processed an administrative fee reduction refund in the amount of $14.85 as a one-time courtesy. Please allow up to 5 business days for this to appear on your account and thank you for your patience. For future reference, please refer to page 3 of the rental agreement for renter responsibilities regarding PlatePass fine and fees incurred during your rental period. It is our hope that you find this matter to be resolved. Thank you. Best Regards, [redacted] Business Analyst PlatePass® [redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

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 a car from [redacted]. While there is language about platepass in the contract, there is no language saying that plate pass is automatically enabled without any action by the renter. I had no idea that plate pass was enabled and paid cash at all tolls so did not utilize the service. Including having to wait at a toll for 10 minutes when a ticket didn't come out, presumably because the [redacted] was picked up. Eventually, it did come out after pressing many buttons. And then I paid cash. Nevertheless, I was charged 18.45. I have called customer service and have waited for over an hour on hold. The customer service person called me a liar, saying that it was unpaid or they wouldn't have been billed and the only way I could get a refund was with a receipt, which, this being a personal trip I obviously didn't keep. I asked to speak to a supervisor, and spoke [redacted], Employee ID # [redacted]. He said that without a receipt, I couldn't dispute and put the blame on the toll authority and myself, also implying that I was lying because the transponder wouldn't be charged if I paid cash, not on the company that I had no idea of until after the rent.Desired Settlement: I desire refund of all charges and going forward they should make sure that the customer is aware not only that there is a platepass in the vehicle, but also that the platepass is automatically enabled without any action of the renter

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 $18.45.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 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,

I was frustrated to find out that PlatePass LLC charged a $4.95 fee per day during my rental with [redacted]. This charge is incurred every day of the rental, despite using the toll roads only one day during the span of my rental agreement. This fee rate is unfair and unethical as they are incurring fees for their service on days no service was rendered. The only time a fee should be incurred is when the service is actually used. While this information is disclosed in the rental agreement, it is still an unethical way to force customers to pay an exaggerated amount for a toll road. The fees to PlatePass do not support the state with the toll road and PlatePass receives more from extracting the fee from the vehicle renter than the state receives from the actual toll.

Additionally, their billing practices are antiquated. I was unable to receive a bill on the day following the rental, despite going to their website, PlatePass.com and entering in my rental information. It takes weeks to receive the bill, which for an automated system, should be much quicker. It also makes it more difficult to anticipate charges. This has delayed my ability to submit an accurate voucher for work.

Review: ATS Processing Services (ATS), aka [redacted] notified us of a City of [redacted] parking ticket that was received on a car we had rented through [redacted]. Upon receipt of the notice, we immediately submitted on online dispute on or about 9/21/2013, providing copies of the front and back copy of the check where we had already paid the City of [redacted] directly for the parking ticket we received. On or about 10/21/2013 my husband noticed that his credit card was charged by ATS for the City of [redacted] parking ticket plus and an additional fee. On or about 10/21/2013 we contacted the company ATS Processing Services by phone and discussed the matter with them. They said the supposedly emailed us and advised that our documentation was incomplete. We researched our email and never received any such communication. On this same date we submitted another online dispute form and again submitted the copies of the front and back of the check as supporting documentation of the fine already having been paid directly by us. We were told that the matter would be reviewed within the next 5 business days and that we would receive an email as to the result of their review. On or about 10/30/2013 after again having received no communications / email or phone call from ATS, I followed up by phone to inquire about the status of my refund. I spoke with a service agent and then a supervisor who at that time finally was just then reviewing my file and documentation. They affirmed they received the required information to process the refund and promised they would send the information to their accounting department that day to refund the charges to my credit card. I specifically asked the supervisor as to how long that process would take and he said he would submit the file to the accounting department that day and then to allow about 5-7 business days to actually see the refund on my credit card statement. On 11/6/2013 after having checked my credit card for the refund several times, I again called the supervisor I previously had spoken with and left a detail message inquiring about the refund. I did not receive a call back. On 11/7/2013, I again contacted ATS and spoke to another agent who said they had emailed us the status of our protest. We never received any email communication from them, even though they seemed to have our correct email address in their records. I also spoke with another different supervisor who said on that day, ironically, on just the day that I called, they were just then processing my refund and submitting the documentation to my credit card company for them to refund the money to us. I am still waiting to see if the refund will really be received. This company has consistently not done what they said they were going to do. They consistently have said they have emailed us on and none of those emails were received by us. I feel like they repeatedly and purposefully delay processing documentation for disputed charges so that they can keep our (and likely other customers) money as long as possible and hope that customers will eventually give up and never get their money back. The supervisor today did email a transaction record showing the refunds on a piece of paper with their letterhead, but nothing that would or could corroborate that the refund was being processed back to the credit card. I was told to just wait for my credit card to refund the money. I hope that I really do receive the refund but I am doubtful that this will be the last time I have to communicate with them to get them to do what they say they are going to do.Desired Settlement: Refund my money to my credit card NOW. I don't want another inaccurate commitment / statement that ATS is going to refund it. JUST REFUND MY MONEY NOW. - STOP DELAYING!

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 did verify that your payment was submitted to the City of [redacted] once the front and back copy of your check was received on 10/30/2013. A request for the refund was submitted the same day, and was processed by our Accounting Department on 11/07/2013. This transaction will appear on the credit card that was supplied to [redacted] in the amount of $120.00. The amount includes the $30.00 administration fee and the $90.00 violation fee. Please allow up to 5-7 business days for this to appear on your account. It is our hope that you find this issue to be resolved at that time.

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

Best Regards,

ATS Processing Services

Review: PlatePass issued an invoice without photo proof of services rendered. All tolls were paid by cash during the duration of my stay in [redacted].

It is ironic that PlatePass chose a toll site that is a [redacted] that tourists would not recognize nor take alternative route. To abruptly stop, back up, and then proceed to next next exit is both counter-intuitive and dangerous!

This type of transaction gives the state of [redacted] and its' tourism industry a bad reputation of unjust enrichment and will make consumers wary of future visits to the state. As there are numerous complaints filed on social media serious consideration should be given to educating the consumer of this 'hidden' clause within the car rental agreements and thorough explanation of the [redacted] only sites within the [redacted] vicinity.Desired Settlement: Photo proof of infraction as it was not provided with itemized invoice. A complaint has been lodged with the [redacted], [redacted], for this questionable revenue generating transaction.

Business

Response:

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 $25.75. For your records we have attached a copy of the vehicle image. 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 [redacted] van in March 2014 and like every other complaint was unaware that I was going to be charged for going through a toll especially since I paid cash for every toll that accepted cash. I was charged $46.04 and would like a full refund. I logged onto their website and could not access any receipt showing my charge and I have called multiple times and received no assistance. I also emailed and I haven't seen any email back. I feel that this fee is purposely hidden from potential customers and it is not fair. Obviously with the high level of complaints the word is not getting out that people will be charged and the disclosure should be changed so that people are aware and people should be given the option to choose yes or no to the service.

Reference [redacted]Desired Settlement: I would like a full refund of $46.04 and I would also like [redacted] and other rental car services that have these fees to explicitly tell customers that they will be charged. I called [redacted] and told them what happened and they said they didn't know anything about it. Please refund my full $46.04 charges.

Business

Response:

[redacted], Unfortunately, we are having difficulties locating your account with the information you provided. To better serve you, we request that you provide your rental agreement number or any of the following information: · 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 [redacted] expense.· Dollar amount charged to the credit card. *To access your account by credit card number, the last four digits are required. [redacted]® 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. [redacted]® 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, [redacted] Support SpecialistInformation@[redacted].com[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

Consumer

Response:

Company: [redacted]Rental Record: [redacted]CC#: [redacted] expire [redacted]Rented 03/07/14 returned 03/16/14I spoke on the phone with someone at [redacted] and he hung up on me and I never received an email response back. Please remove these charges from my account.

Business

Response:

Dear [redacted]l, Thank you for contacting [redacted]® with your inquiry. Unfortunately, we are having difficulties locating your account. To better serve you, we request that you provide your rental agreement number or any of the following information: · 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 [redacted] expense.· Dollar amount charged to the credit card. *To access your account by credit card number, the last four digits are required. [redacted]® 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. [redacted]® 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, [redacted]® Customer ServiceInformation@[redacted].com[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

Business

Response:

Dear [redacted]l, After reviewing the details of your inquiry, we have determined the charge in the amount of $46.04 was for 8 video tolls accessed during your rental period, as well as for the use of the electronic toll payment service offered by [redacted]® while under rental agreement [redacted]. The video tolls you were charged for during this rental period are not cash payable toll locations. Our research shows that the [redacted]® service was actively used for one day during your rental period. As a one-time courtesy, we have reduced the administrative fee to $4.95 to reflect a single day’s use. A refund of will be applied to your account within the next 3-7 business days. 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 this situation may have caused. For additional information, you may contact us by e-mail or by phone. Thank You, [redacted]® Customer ServiceInformation@[redacted].com[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

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,

[redacted]l

Review: Unknown charge for toll pass

Feb 17 2014 9:57am toll charge $1 at SR112 [redacted] airport expressway.

Plate pass device charge $9.90

I renta car from [redacted] from Feb16 2014 10:34am to Feb18 2014 05:53am at Miami international airport.

I stayed at [redacted], [redacted] on Feb16 and left on Feb17 9:45am to Ever grade National park.

I was at walmart in [redacted] FL at the time I was charged on Toll.

I even have restaurant receipt on Feb16 and 17th dinner.

There is no chance for me to be around Miami airport express toll.

I received first invoice on Feb 01 2015 by letter.

I contacted by phone on Feb10 2015 14:36.

Nathan answered and told me there is video taped to charge you and

this is government charge and you must pay even I told her

This charge is mistake.

I contacted by mail from there website to show the video or picture

For proof but no response.Desired Settlement: Dispute of invoice

Charge of $10.90.

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

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,

While renting a car in California, I apparently used a Express Lane without knowledge on my part and incurred a 55 cent toll. I received a notice from ATS Processing requiring a $15 fee. I assumed it was a fine but a week later received a request from payment from Metro Express Lanes. So I payed a "processing fee" of $14.45 to pay a 55 cent toll. OK, so I learned my lesson but today I received another notice from Metro Express Lanes saying that since the fee wasn't payed I now owe $55.55. No way of reaching ATS Processing Services to get this resolved and I have been on hold with Metro Express Lanes for almot an hour. SCAM SCAM SCAM!!!

Review: I rented a car through Hertz and was incorrectly charged by Plate Pass. As instructed by Hertz I put the Plate Pass in my glove compartment to prevent charges, but was charged twice by Plate Pass- a $32.47 charge on 12/31 and a $.50 charge on 1/9. My own EZ Pass was in the car and I have proof of my duplicate charges. I have attempted to contact the company by phone, email, and fax numerous times in the past month and have received no response at all. Their lack of customer service is appalling and their incorrect charges are unacceptable.Desired Settlement: I demand a refund for both charges. I would also recommend Plate Pass review its contact system as it is utterly useless.

Business

Response:

Dear [redacted],

I am sorry you are not satisfied with our service. Our records show you did submit your personal transponder statement to our office and it was received 2/3/14. Your statement was sent to and reviewed by our research department. You were also issued a partial refund for the duplicate tolls and the PlatePass administrative fee in the amount of $31.75 on 2/5/14. The remaining tolls on your account were not duplicates and you would be responsible for these. I am sorry if you did not receive an email response on 2/3/14 advising you that your account/submitted documentation was going to be reviewed.

In regards to the PlatePass administrative fees: Please note that 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 is 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. This, including instructions how to NOT use the service if you did not wish to, is contained in the rental contact that was signed prior to receiving keys to your rental vehicle.

We are committed to providing the highest level of customer service and apologize for any inconvenience this situation may have caused.

Regards,

PlatePass Support Specialist

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 consider this complaint resolved.

Regards,

Review: I rented a car over Christmas week from [redacted] Airport. I turned the car back in, and two weeks later I see a charge of $46.01 on my debit card. I called [redacted] to see why I was charged, and all they knew was that a third party toll pass company (PlatePass) charged the tolls and I'd have to call them. This "toll payment service" was NOT mentioned by the [redacted] agent at all. He mentioned insurance and liabilities, GPS, and fuel options; NEVER a mention of PlatePass. There was no sticker, transponder, or documentation in the vehicle or any indication of PlatePass....This is ridiculously unethical. My agreement, personal, and financial information was signed with Hertz, not with an unmentioned third-party whom deemed it OK to charge my card for hidden service fees. This is not right and I'd like to be refunded.Desired Settlement: I would like my debit card credited the charge...This is a service that is ripping people off. Just like insurance, fuel, or features mentioned EVERYTIME you rent a vehicle, this company needs to formally be included. This hidden fee service stuff and charging unknowing consumers is not right

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 $46.01.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

Review: I rented a car from [redacted] December 4th - December 7th (2014). I was not made aware that my credit car would be giving to a third party, nor was I made aware that I would be charged $4.95 for 3 days on any tolls I may come in contact with. I never went through any toll booths, nor did I have any opportunity to stop and pay cash. Yet somehow I was billed for a $1.30 toll and $14.85 in administrative fees. It is ridiculous that I could be charged without my consent and that the fees would be over eleven times the amount of the underlying "service." This is a horrible way to do business. I attempted to call the company, but their phone system was horrible. I was finally able to be transferred to a person, only to be told the department was not open for operation and no time to call back was provided.Desired Settlement: I want the $16.15 refunded to my credit 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 $16.15.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

$6.20 in tolls cost me $30.95

I missed the fine print in the Hertz agreement.

Never again, this is an unbelievable rip-off.

Really have to question Revdex.com's ratings.

Review: In August 2014,I rented a car from [redacted] I was in possession of the car for five days. When I returned the car to the airport, I used the I 470 toll road and was charged $5.25. However, PlatePass tacked on an additional "administrative fee" of $4.95/day for EACH OF THE FIVE DAYS I HAD THE CAR for a total of $24.75. I have rented cars (and used the toll road!) before at the[redacted] airport, but not from[redacted]. And I have never encountered such a mysterious "administrative fee." I am told the terms of the partnership between [redacted] and Platepass to collect tolls is described in the rental agreement. It must be in the "small print" because I did not see it, I was not told about it and I would venture to guess that 99.99% of customers are not aware of it either.Therefore, I consider this extra charge to be ridiculous and unjust! BTW, when I called the Arizona Revdex.com to inquire about PlatePass, I was told they have and A+ rating with 70 customer reports. Of those, one was neutral, one was positive and 68 WERE NEGATIVE!!! How can they then merit such an excellent rating???Desired Settlement: I would like to receive a refund of $24.75 in the form of a credit to my credit 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 administrative fee 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] Monday - Friday, 6:00 AM to 4:00 PM PST |

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: During my recent trip to Colorado via Denver International Airport, I rented a vehicle from [redacted]. No one ever mentioned either in the paperwork, or verbally that there would be toll charges while traveling to and from the airport. There were no toll booths to collect tolls. I have now received an invoice for $38.35 for which only $13.60 are for actual toll charges. The remaining $24.75 is for "Administrative fees" (5 days at $4.95/day). There is a gross lack of communication here, and an example of taking advantage of people in an unfamiliar situation.Desired Settlement: I am perfectly fine paying the $13.60 in actual toll charges, however the $24.75 does not seem justified in this case.

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 $24.75. 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: My complaint is this business entity is grossly overcharging the users of [redacted] rental vehicles a so-called "Administrative Fee" of$24.75 for the use of a transponder on [redacted] rental vehicles, when a toll road fee is incurred in the state of Virginia. After I paid my total bill with [redacted] for a rental of a Camry for 16 days, I received a charge from ATS on my credit card for $25.10, representing 35 cents for a toll paid by them, and the outrageous charge of$24.75 for an "Administrative Fee" for the payment. This so-called "Administrative Fee" is so out of proportion to the services provided as to constitute usury. I do not know how this company can do business in this way with a clear conscience. I am disputing the outrageous charge with this

entity through my credit card company, and I am thinking of contacting the [redacted] of the state of Virginia concerning this gross overcharging.Desired Settlement: $24.75

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 $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

Review: I'm trying to dispute a claim on their website and for five days now, everytime I try and submit this claim, I get "Your submission could not be completed at this time. Please try again later. "

I went through one toll am being assessed for three.Desired Settlement: Removal of two of the assessed tolls and that the website actually works rather than having my time wasted.

Business

Response:

Dear [redacted], Thank you for contacting the [redacted]. We would be happy to assist you in regard to Notice Number [redacted]. We apologize for any issues accessing the website as well as confusion regarding the tolling service. We have adjusted the account to reflect a balance of $16.49. It is our hope that you find this matter resolved. Thank you for choosing [redacted]. [redacted]Phone: ([redacted]

Review: [redacted] Rental: 576596193

We rented a car from [redacted] from August 18-24, 2015. At the time, we were not made aware of any "automatic" charges for toll roads being charged by a third party. Further, we were not made aware of excessive service charges being included in this practice.

When we left the Tampa airport, we followed signs and GPS which routed us on to SR589. When we realized it was a toll road, we got money out to pay for it however we found out that they no longer had any toll booths on this highway; that they were removed and that they somehow did it automatically. When we got to our location and contacted [redacted], they told us that a third party will charge our credit card for our tolls at a later date. However, [redacted] did not tell us that this third party would charge a $5 service charge for every day that we rented the vehicle, even though we never traveled on a toll road for the remainder of our rental.

This is deceptive, excessive and was not approved by us. We did not have a choice to pay for our tolls upfront, as the State of Florida had removed the toll booths. We further did not have an option to opt out of any of this program by [redacted] or your company. We were not notified of these charges ahead of time by the salespersons. By getting on SR589 right out of the airport, unsuspecting renters of [redacted] vehicles are automatically hit by these excessive charges without the ability to opt out. This is a deceptive practice that needs to be addressed by [redacted] and your company.

According to our bill, we were charged the following:

8/18/2015 - Toll Charge: SR589 ANDERSON MAIN NB MP6 11:35:56 AM Florida

Turnpike Enterprise - $1.32

8/18/2015 - Toll Charge: SR589 SUGARWOOD MAIN NB MP11 11:39:49 AM [redacted] - $1.06

We will gladly pay these tolls, however we are contesting the following:

8/18/2015 - Administrative Fee: 7 days @ $4.95/day, Max $24.75/Agreement - $24.75

You are charging our credit card $24.75 in service fees for one trip down a highway, which had removed the toll booths? This is excessive and deceptive. We were not made aware of this service charge and further did not have an option to avoid this charge available to us ahead of time. We are seeking to have this charge reversed.

Thank youDesired Settlement: Refund of the $24.75 administration fee. We will gladly pay the $2.38 in tolls

Business

Response:

Dear [redacted] , Thank you for contacting us regarding your concern as it isour goal to provide you with excellent customer service. We understand your frustration and apologize for anyinconvenience this matter has caused. We have forwarded your inquiry toour refund department to remove the complete balance for the amount of $27.13. Please allow up to 5 business days for this to appear onyour account and thank you for your patience. For further information please refer back to page threeof your rental agreement contract.It is our hope that you find this matter to be resolved. Thank you, [redacted]

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