ATS Processing Services

Review: I rented a car from [redacted] on 8/12/14 in [redacted], [redacted], and returned the car to the same location on 8/22/14. The Rental Agreement number is [redacted]. I was billed for and paid for the rental, and I was also billed on my Credit Card $60.10 for use of PlatePass, which I've found out is a service which allows you to go through tolls in an "express lane" without actually paying the toll (I assume that express lane scans something on the car to add the toll to the PlatePass charge). The problem is I never used PlatePass. I didn't even know what it was, so I paid all my tolls. I contacted my Credit Card ([redacted] - [redacted]) and they gave me a credit of $60.10. Then, I received a letter from [redacted] about a week ago ([redacted]) telling me they investigated the charge and denied my $60.10 credit, and the charge went back on my statement. My statement balance is electronically paid 100% when due, so I've now paid PlatePass. Since then I've had several conversations with PlatePass telling them I never used their service, and I wasn't at the tolls that the PlatePass itemized bill says I was at. I then emailed them a copy of my credit card statement which shows in what cities I was actually in, by looking at where I had made charges on specific dates, and I couldn't have been at the tolls they said I was at. I have not yet received a credit on my credit card. When I last called PlatePass they said it takes up to 10 days to issue a credit, and they decided to issue the credit on 12/12/2014, and it would take up to 10 days to show on my credit card. I do not believe they issued a credit at all, because it's been more than 10 working days since 12/12/2014, and there is no credit on my [redacted] charges when I view my activity on-line. Today is 1/2/2015, and that's 14 workdays since 12/12/2014, or possibly 12 workdays if you say there were two 4 day weekends. I believe they are trying to steal $60.10 from me just be "wearing me down". All I want is my $60.10, and the reason is because I never used PlatePass.Desired Settlement: I just want my $60.10 now, either via a check or a $60.10 credit to the [redacted] card I used for my [redacted] rental and therefore it's the [redacted] card they billed for $60.10.

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 are showing the adjustment for the amount of $60.10 was processed on 12/12/2014. In order to complete the refund process, please provide documentation showing the funds were released by your bank account. Once we receive the documentation 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't really understand what the company (PlatePass) wants when they say, in their response to you which you sent me, "please provide documentation showing the funds were released by your bank account." So I just got off the phone with your office asking that question, and I was told to forward the following documentation to [redacted] ([redacted]):1. a copy of the [redacted] statement which showed the original charge of $60.10, which [redacted] then temporarily credited me for while they investigated my complaint.2. a copy of the letter I received from [redacted] (part of [redacted], I think) where they told me that their investigation showed that I owed the $60.10, according to PlatePass.3. A copy of the [redacted] statement where I was once again charged the $60.10.I plan to scan the above mentioned documentation into my computer, and email it to [redacted] today. Please note that I have already sent this information to PlatePass about a month or so ago.Regards,[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. We have received the documentation submitted and have completed the refund process. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I noticed that the Revdex.com website has closed my case because the business told the Revdex.com I’d be getting a credit to my account within 5 working days. It’s been 5 working days since they wrote that email to you, and as yet I see no credit to my [redacted] account. This has been going on since August. They have had my money for 5 months, and have told me for about 2 months that I’d be getting a credit, and they never follow through. Do I now have to take this to Small Claims Court? Would you please follow up with the business to find out why I haven’t gotten a credit yet to my [redacted] account, and let me know what they say? I’d appreciate a response from you as to what you will be doing, if anything.Regards,

Review: December 30, 2013

Revdex.com [redacted] RE: [redacted]

Sirs;

Enclosed find an invoice with my hand written notes regarding the [redacted] company. As you will see there is a $24.75

"fee" for the privileged of using this service. Problem is, this "fee" was never disclosed by [redacted] (where the

car was provided in an emergency to my wife) nor by [redacted].

There is nothing more infuriating for a trusting consumer then being surprised with a "fee" that is hidden, when your

wife is in an emergency situation.

see attachmentDesired Settlement: Unspecified

Business

Response:

Dear Customer,Thank you for contacting [redacted] with your inquiry.We apologize that the [redacted] Service Fee information was not properly conveyed to you at the time you received your rental vehicle. All of the details surrounding the [redacted] Service, the Administrative Fees and where you can use the [redacted] Service, are fully contained the in rental contract you should have been handed at the time of your rental.As a result, we have refunded you the administrative fees in full. Please allow 7-10 days to receive your refund.Thank you for bringing this matter to our immediate attention.Best Regards,[redacted]Business Analyst[redacted] LLC

I rented a car through [redacted] at the Tampa airport, during which I purchased a Florida Sunpass to cover all toll booth fees. The Sunpass cost $82.25 and now a month after my trip I revieced a letter in the mail stating that I owe this company $126.95 ($21.95 in toll charges and $105.00 in administration fees) Their online dispute system did not work properly and it took holding 25 minutes on the phone to speak with a customer service agent. Their billing system is obviously flawed. It is flawed so much so that when calling the [redacted] number you are greeted with a message stating there are numerous errors in their billing. Mistakes happen but this is a global failure or potential scam. Regardless, I am not amused by the whole ordeal.

I just received notice that my corporate credit card was hit for $25.75 from platepass. I had no idea what that was. Upon doing a little digging, I discovered that I exited a Florida toll both in my Hertz rental car (which had no human to accept my cash) and I was charged a $1.00 toll fee. The problem is the fact that platepass decided to charge me a MONTLY ADMINISTRATION fee of $24.75 for the privialge of having them pay my $1.00 toll fee!!! my total bill was $25.75 charged to my credit card. This can't be legal????

Review: The company has charged me for $80 in toll fees which are inaccurate as I had paid the tolls in cash at the toll booths. I have reached out to them asking to provide further evidence against me and I have gotten no responses.Desired Settlement: I wish for these alleged charges against me to be dropped. That is all.

Business

Response:

Dear Customer, Thank you for contacting us regarding your concern. It is our goal to provide you with excellent customer service. [redacted] recorded four tolls via license plate during your rental. These tolls are reported to ATS electronically and do not contain images as they are not considered violations. This portion of the [redacted] Expressway no longer accepts cash payments and has switched to entirely electronic tolling. We understand that you may have been unaware that you had accessed a portion of the toll road that could not be paid in cash due to a lack of booths and have applied a courtesy refund of the admin fees in the amount of $75. Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards, ATS Processing Services

Review: I received a bill in the mail from Rent A Toll 2 months after accidentally using the toll lane late at night in a rented car. I made every effort to pay the toll by calling [redacted] and the rental agency multiple times and was prevented by their inflexible system until I finally got a bill in the mail from Rent A Toll.

For an original toll of $2.45, Rent A Toll wanted $16.99 to clear it from the record. This represents a ridiculous 700% increase. I tried calling the company and they were unapologetic and rude. I'm all about fairness and this beyond the pale. These business practices should be illegal and should not stand.Desired Settlement: I would like a refund.

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 complete a partial refund. 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[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: The budget processing services falsely charge me for the amount of $125.00 of violation number: [redacted], Violation type:speed violation in [redacted] at the time of rentaling their car. I provided them with my information from [redacted] records indicating that I had no such speeding violation on my record, but they charge me anyway for the amount of $125.00. Furthermore, the violation number does not match the ticket numbers in [redacted] according to the [redacted].Desired Settlement: I want budget processing services to refund my money back to me that they falsely charged me for $125.00. I never have rented a car from this company before until 06/16/2014 and you do not have to worry about it I will never use it again.

Business

Response:

Dear Customer,

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

Our notes on this account indicate that you spoke to our customer service department on 8/5/14 and were informed that this photo enforced violation was issued in the name of the rental agency rather than your own.

When we are unable to transfer a violation into the renter’s name, our policy is to make payment in order to prevent any action being taken against our client’s vehicles. Per your rental agreement, the renter is responsible for any violations that occur during the rental period.

A copy of the citation was emailed to you on 8/8/14, which is attached here for your reference.

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 [redacted] called the [redacted] of Court, phone [redacted] in reference to the violation number: [redacted]. The man I spoke with that indicated [redacted]'s traffic code is: [redacted]. There is in fact no such code number in [redacted] and when I asked him where did this number came from he did not know. I sent an attachment stating the same information here. Please feel free to call them to check out the information that I have just stated. Therefore I am not satisfied with your resolution.

Regards,

Business

Response:

Dear Customer,

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

This violation was not issued by the Franklin County Municipal Court, but by the [redacted] in violation of [redacted]. Images and video of the violation can be viewed online at [redacted] (city code: [redacted]). You may also contact the [redacted] at [redacted].

As a one-time courtesy, we have issued a refund in the amount of $125. Please contact us if you do not see that 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

Review: This toll-collecting company did not disclose the terms of the charges at any time. I rented a car from [redacted] in [redacted], [redacted] on 6/18/2015 which I drove to [redacted], Colorado and returned on 6/19/2015. I was not notified of any agreement to pay tolls or service fees to PlatePass. While traveling to my destination I was routed through E-470 by misdirecting signage. I have since learned that E-470 in [redacted] is a "cash-less" toll road. There was not any signage to indicate that I would be charged a toll and service fee by PlatePass as I traversed this road. In addition, it seems that I was charged service fees for 2 days even though I only traversed this road on 1 occasion on 1 day. I attempted to contact PlatePass to request a refund but have not yet received a response.Desired Settlement: A refund and review of this businesses A+ rating which seems inflated given the number of complaints and unresolved issues listed on the Revdex.com website.

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 $16.80.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: Invoice # is [redacted] 1

Rental agreement # is [redacted] I rented a vehicle from [redacted] in [redacted] Michigan from July 11-17, 2014. I recently saw a charge on my credit card for plate pass [redacted] toll in the amount of $30.75.

At first, I didn't know what this charge was for. After reading information on the company's website[redacted].[redacted] I was able to get details on an invoice and see what the charges were for. It seems that while on my trip I accidentally used an automated toll. I don't mind paying toll fees if we in fact used the toll lanes. However, I'm writing to dispute the administrative fee of $24.75 charged to my account. 1) I was never informed this toll pass was in the car and 2) at no point was I told that there would be such a high administrative charge. The company is charging me administrative fees for 6 days even though the toll was only used one day on 7/16/14. I find the charge excessive and I'm writing to formally dispute it and request a credit for the days the toll was not used.

I have contacted the company twice and they have failed to respond.Desired Settlement: I'm requesting a refund of $19.80 for the administrative fees for the days the toll was not used.

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 $19.80.Please allow up to 5 business days for this to appear on your account and thank you for your patience. For future reference, please refer to page 3 of the rental agreement for renter responsibilities regarding PlatePass fine and fees incurred during your rental period.It is our hope that you find this matter to be resolved. Thank you,PlatePass® Customer Service

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 for the business to perform this action and, if it does, will consider this complaint resolved. I would like for them to be on notice that their business practices are not up to part. They need to do a better job in disclosing fees whenever a customer rents a vehicle. My agreement with [redacted] didn't indicate a third party charge nor the fact that a Plate Pass was installed on the car for which I was going to incur additional fees.

Regards,

Review: ATS contacted me after I rented a car from [redacted] in the [redacted] last year, saying that I had gone through a toll booth in Miami without paying. Since I had never been to Miami, and my car had only traveled slightly more than the total round trip mileage it would have taken to get to the toll booth and back, I protested the charge. Since then, despite repeated requests from me, they have not bothered to contact me with so much as an e-mail to update my status. Today, I checked in to find that they have turned my case over to a collection agency.

How this company can charge me for this is beyond me. They have never once provided any record of my car passing through a toll lane. They have not provided any pictures of my car going through a toll lane, as happens in every toll facility in the U.S. They have never explained how it makes any sense to rent a car in [redacted] for a week, drive to Miami and back, and then never drive it the rest of the week (why would I pay to fly to the Keys, only to drive to Miami?). In short, they have no evidence that my car was ever there, stating only that my car somehow reported itself going through that toll lane.

They are demanding that I provide receipts to prove my whereabouts. I was staying at a secluded [redacted] beach house, so I do not have those. It is ridiculous that I should have to make up for their failing systems.Desired Settlement: I want them to refund my money and remove the referral to a collection agency, removing damage to my credit history. I want them to explain how my car could have reported itself. I want them to show evidence that my car was in fact in Miami. I want them to explain how I could have violated one toll in the middle of this toll road and no others. I want them to carefully check their mechanisms to see that this does not happen to other innocent people. I want an apology and I want them to fix their systems. I want them to respond to their customers and notify them of a change in the status of their complaint.

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. After reviewing your account, ATS has agreed to issue a courtesy refund in the amount of $19.20. Please allow up to 5 business days for these funds to appear on your account. We do apologize if the Platepass toll service was not discussed with you at the time of your rental and it is our hope that you find the matter to be 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 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 expect they will remove any bad credit history of mine as well. Thank you!

Regards,

Review: I rented a vehicle through Hertz on 6/13/2014. On 6/13 and 6/15 I went through toll road in which I paid for both days online. However, on 7/3/2014, toll road sent me a violation notice stating that I did not pay for the toll on 6/15 in the amount of $120.75. Since it's a rental car, Hertz also sent me a violation notice of $30 for administration fee (through this company, American Traffic Solution) to provide the Toll Road my personal information. I soon contacted the Toll Road company to correct the error and they agreed it was a mistake and they agreed to dismiss all violation charges ($120.75). I also contacted ATS that the violation by Toll Road has been dismissed by sending them email with the copy of dismissal letter from The Toll Road. However, they still went ahead and charged me the $30 anyway on my credit card. Of course, I was furious and contacted them twice by phone and twice I sent them the copy of the dismissal letter by email to which I never received any response. To this day, every time I call ATS office for my refund, they claimed that they never received my emails and I was told to wait 10 days each time they asked me to re sent the email. I know they were lying because they did in fact receive my first ever email (there was no copy of the dismissal letter in my first email because I haven't received it then). I do not know what I have do to make them respond to my emails. The way ATS run their business practice is unprofessional, shady, and illegal. At the very least, I want ATS to refund all $30 fee that they charged to my credit card without my consent.

The violation notice by Toll Road is 271527517 in the amount of $120.75

The violation notice by ATS is 7011433586333 in the amount of $30Desired Settlement: At the very least, I want ATS to refund all $30 fee that they charged to my credit card without my consent.

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.

Due to a high volume of emails, our online dispute process takes up to 10 days for a resolution. As of 9/02, we do not have a record of receiving the documentation that you provided.

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

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

Best Regards,

ATS Processing Services

Review: My car had hail damage, and was going to be repaired by [redacted]. [redacted] brought me a car to use while they were repairing mine. They never told me it was a rental car from, and I never signed any paper work or contract for a rental car. Nor did they tell me that I would get an "administration" fee of $24.75 if I drove on a toll road. I got a bill in the mail for this outrageous, illegal scam that Plate Pass billed me. I called Plate Pass to complain about the fee, and they told me they would do a one time waive of the administration fee. Two weeks later I log on again to see that they only refunded a partial amount of the fee, as they told me they would take the entire fee off. They lied to me, and this needs to stop.Desired Settlement: My desired outcome is to waive the entire amount, and they stop this nonsense they call administration fees because it is a scam, and it is illegal. For my time they have wasted, I would like to collect MY administration hourly fee of $200.00.

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 $29.35. Although we do understand your frustration, time and effort you have put into this, we are only able to refund you what we have charged. 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

This is a classic American business scam. They charge you $5 dollars a day if you use the service once! The so called service is basically paying your tolls for you!. Deny this service when you next rent a car and pay the toll yourself. I paid $25 extra on $10 worth of tolls for no service what so ever. And the [redacted] gives them an A+! No wonder, it's the great American way, find a way to make money no matter how crooked and you get applauded for it.

Review: On a recent business trip to San Francisco I rented a car from [redacted]. I had to travel up to Sonoma and crossed the Golden Gate Bridge. All toll booths have been removed from this bridge so a driver has no option but to use the electronic toll system. The toll cost is $7. I just got billed for $31.75 from Platepass. They hit me with an admin fee of nearly $5/day for my rental just so I can pay a single $7 toll. So basically thats over 3x the cost of the toll in pure profit for Platepass. This is total nonsense and is a rip off. I had absolutely no option in crossing the GG Bridge but to use this service. I have no problem with the $7 toll charge, but the admin fee should not be billed to me for a service I used for 1 day out of an 8 day rental. This fee should be refunded. Furthermore - the practice of hitting a renter with this fee should be examined and revised. At most an admin fee should be applied ONLY on a day when the system processes a toll charge, not for the duration of a rental.Desired Settlement: I would like the admin fee - $24.75 - refunded to my AMX

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: Last week, ATS Processing Services charged $30 to my credit card. ATS states that they charged this fee because I failed to pay tolls in July. I mailed my toll-road statements to ATS showing that my transponder was charged for these tolls. ATS has not responded. The ATS notice number is [redacted]. Apparently, ATS contracts with [redacted] and I am disappointed that these two companies share my personal information with each other. I am also filing complaints with Attorneys General in Arizona and California.Desired Settlement: I want my charge card refunded in the amount of $30.

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, unfortunately, does not show any documentation has been received regarding your dispute to date. We also do not show that you have ever called our customer service center to discuss your charges or to verify that your documentation was received. However, a refund in the amount of $30.00 has been issued which may take up to 5 business days to appear on your account. Please refer to your rental contract for acknowledgement that ATS is the third party biller for parking, toll and photo violations, as well as any additional fees on behalf of Hertz.

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

Best Regards,

ATS Processing Services

Review: This service helps customers pay toll charges on roads and bridges with rental cars so that the customer does not need to stop at the toll booth. All good.

Except that in addition it charges a daily "administration" fee of 4-5 dollars for each day you rent the car - regardless of how many tolls booths you cross.

So I my case I rented a car from [redacted] for 6/7 days, paid two tolls of 7 each and owed them an admin fee of 24.75.

The admin fee is 176% of the toll fee.

They say this is disclosed in the rental contract - and I believe them - but it is buried and is not discussed with the rental agent.

The daily rate of rental is discussed - and the issue of whether to buy gas or insurance is discussed - but this is not.

(Another company I rented from - [redacted] - charged me for the toll yes but did not assess a daily admin fee.

This admin fee is far out of line I believe - having said that they can charge what the market will bear.

WHat I object to is that it was not raised with me as an option - if I had known I would have paid tolls in cash.Desired Settlement: This will do nothing I realize but I just think scheisters should be at least called on unscrupulous behavior.

I am sure many customers are shocked to see this bill - the amounts are not that great - so we all just sigh.

Business

Response:

Dear [redacted], Our research shows that the PlatePass® 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 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. We are committed to providing the highest level of customer service and apologize for any inconvenience that this issue may have caused. For additional information, you may contact us by e-mail or by phone. Thank You, [redacted] PlatePass Support Specialist

Consumer

Response:

[redacted]:

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

Regards,

Review: Platepass provides a deceptive service where it essentially charges tolls for the government organization who owns the toll roads. They do not clearly state these charges, and the amount of the charge is rediclous. As an example of a charge, I was charged over 23 dollars for driving on a toll road twice, for a total of under 10 miles. Normal tolls (not including big city tunnels,ect), are 1/10th of that. There was no way to pay the toll at the time I was driving because there are no personnel working boths to accept payment. [redacted], the rental car company at the time of purchase, made no mention of these tolls the first time I drove through them (the toll road is a major highway where the majority of people leave the airport. The second time, I asked [redacted] sand PlatePass IN ADVANCE if there were alterative ways to pay, and both companies were not helpful. In my opinion, charging this much for such a small amount of driving and giving the customer no other reasonable way to pay is deceptive, unprofessional, and frankly highway robbery. You are essentially trapped as a customer with no real solution.Desired Settlement: I would like platepass to apologize for their deceptive practices and refund me in full for the rediclous charge of $23.06 on my credit card. I would also like them to provide some more cost effective alternatives than getting charged so much for tolls. Experience would tell me paying in advance is an option, and they don't want to take the time to explain it. I will also be filing a complaint with [redacted] at [redacted] as well.

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 $23.06. 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: The company has charged illegal toll charges on George Washington Bridge in NY, there are no toll charges while traveling out from New York City. It is a complete fraud situation and I should be given full refund with harassment damages.Desired Settlement: My husband has used their services through Hertz several times and now we assume that they must have overcharged us every time but in good faith we never checked. I want not only refund of the excess toll of $13.95 but also compensatory damages for the harassment

Business

Response:

Dear [redacted],

The toll authority reported the rental vehicle assigned to your rental contract drove through their toll facility without remitting the required toll payment.

Vehicles that do not have a valid toll transponder are identified and placed into violation review. As your rental vehicle was registered with PlatePass®, the toll authority simply charged for the proper toll amounts. Without this service costly toll violations could have been issued. PlatePass® is pleased to have avoided inadvertent violations on your behalf.

According to our records, 814 miles were driven under rental agreement # [redacted] ( 3/13/14 08:00-03/16/14 12:50 ). The GEO Washington BR/US toll was accessed on 03/13/2014 08:48 – 48 minutes after the rental period began; the distance from your pickup location and this toll is only about 13 miles/27 minutes. In addition, to travel from your pickup location and through all tolls on the account and back comes to under 500 miles.

We have decided to refund the charge $13.85 as a one-time courtesy; Please allow 3-5 business days for the refund to process.

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.

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This company along with Hertz processed a fine for a supposed speeding violation. No evidence was provided and I was given the info 4 days (5/23) after I was to have postmarked payment. On top of the highly unlikely charge, they tack on a $30 processing fee. When calling to complain, they are not open.

Review: The company notified me that I owe charges for "activating the transponder device affixed to the [rental] car..." which is a false claim.

All tolls were paid through in cash. It appears this may be a scam where the transponder automatically activates, despite rejecting the feature, and then the agency bills you despite having paid in cash.Desired Settlement: The fraudulent fee for an action that did not take place - activation of transponder - be dropped.

In the event the transponder does automatically activate, the company ought to immediately implement a policy that either 1. Notifies a customer who rejects the EZpass service of this fact or 2. Remove the transponder from the rental car when a customer rejects the EZpass service.

Given it is a rental car business, they likely serve many out-of-state customers who are not familiar with an "EZpass transponder" and cannot be expected to know they are required to manually disable it, if they decline the service.

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 Toll Authorities reported the rental vehicle going through tolls without payment. As a result, all tolls were charged to the PlatePass® system.We have forwarded your inquiry to our refund department to remove the complete balance for the amount of $42.98. 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

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.As a policy matter, I would strongly recommend the business advise customers who decline to pre-pay for the EZ Pass service that they must manually remove the transponder from the rental car, to prevent automatic activation and the subsequent fine, of the type that occurred in this case.It seems highly unlikely that the user of a rental car agreement would know in advance, or feel comfortable, altering the contents of the rental car they were provided without explicit instructions.In other words, this is an error that is likely to happen in the future to other customers and is something that can be easily avoided. Thank you.

Regards,