ATS Processing Services

Review: I rented a car from Hertz (Atlantic Ave location, Brooklyn) on two occasions and was charged for PlatePass toll charges I did not authorize or make. PlatePass had no explanation as to why this happened and the burden was on me to prove I did not make the charge. It wasted my time and I was not happy with their service. In the end they did refund my account, but it was after having to submit paperwork to prove I did not make the charge. Hertz simply blamed PlatePass because they are a separate company even though I was assured that I would not be charged for PlatePass tolls I did not make at the time of my rental. They do not keep records of who uses the PlatePass transponders at what times and charge customers who do not use their services. On the second occasion this happened I disputed the charge with my credit card and they refunded the charge, as I did not want to deal with PlatePass again. I will not be renting cars from Hertz in the future as I am sure I will be charged for services I did not request or use.Desired Settlement: I would like a refund for the unauthorized charges and for them to stop charging unsuspecting customers for services not requested. Their transponder system is faulty and they should coordinate better with Hertz to provide better services and not defraud customers out of money.

Business

Response:

Dear Customer,

Thank you for contacting PlatePass with your inquiry.

The most recent charge you received was for driving through the Henry Hudson Bridge, without making the required toll payment. As a result, the Toll Authority took a photo of your rental vehicle driving through Lane 3, to issue a toll evasion violation. Since the rental vehicle you were driving was PlatePass equipped, the Toll Authority dismissed the Violation and charged the PlatePass Toll Account that we had your rental vehicle's license plate registered with. The past charge scenario you refer to (December 2012) was refunded in full. That determination was made after our research team found inconsistencies with the data provided by our Client. After researching this charge and related details, we have not found any inconsitencies and are unable to process your request for refund at this time.

The inventory records from our Clients and Vendors provide which vehicles are installed with transponders, which was caught on the last PlatePass charge you received. This referenced Toll Transaction was not processed by a transponder, but by photograph from the Metropolitan Toll Authority Bridges & Tunnels (a New York Toll Authority).

The details surrounding the PlatePass Service, how to use PlatePass, how to avoid PlatePass if you prefer to arrange toll payments personally are fully revealed on page 3 of 4 of your rental contact (just above the signature line).

We apologize for any inconvenience that this may have caused.

Thank you kindly for bringing this matter to our immediate attention.

Best Regards,

Business Analyst

PlatePass, LLC

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: Plate Pass charged me $19.80 to process a $0.70 toll charge in a rental vehicle. I never signed anything agreeing to that, I also never signed a CC reciept for that amount. They could not provide the signature of an agreement coupled with pictures of myself and the vehicle plate.Desired Settlement: Full refund to Credit Crad, if they want the .70 cents they need to call and request it or invoice me so I can pay in the manner I choose and not just bill a CC with out authorization.

Business

Response:

Dear [redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service. We understand your frustration and apologize for any inconvenience this matter has caused. We have forwarded your inquiry to our refund department to remove the complete balance for the amount of $20.50.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: This company processes tolls and parking tickets (and fines) for renters of [redacted] vehicles. But it is not associated WITH [redacted], there is no customer recourse. They simply say you did it, pay this amount (including a *HUGE* admin fee (over 600% above the tolls supposedly established). They will not provide the complaint as it was "sent to us electronically" and while they provide a dispute site, it continually fails ("Sorry, try again later"). The charge in our case is a [redacted] Toll in [redacted]. This is 370 miles from where we stayed the entire week (in [redacted]). There is absolutely no way we could have been there - credit card receipts prove that. To what end? They demand we prove to them it didn't happen. Sorry, not sufficient data. Please pay. [redacted], the car rental company, "has nothing to do with it" - and there is no customer recourse. None. [redacted] in fact doesn't care. I cancelled my [redacted] card, they said "OK". Don't you even want to know why? "No, we don't care". Literally, "WE DON'T CARE". Emblematic of their service and their attitude. WE DON'T CARE.Desired Settlement: I want them to issue an apology and a statement showing no charge. I also want [redacted] to pay for the filling of their tires - plus a 600% admin fee on top of the $7.00 paid for filling their leaking tire. Reported when the car was turned in, but - guess what? "WE DON'T CARE". Yep, that's it.

Business

Response:

Dear Customer,

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

During your rental period, five tolls were reported to us via the transponder in your rental vehicle. A copy of the toll locations and times accessed is attached to this response for your reference.

We apologize if you were not informed of the administrative fees at the time of your rental and have adjusted the full amount of $69.80, bringing this account to a $0 balance. As we are a third-party company that processes tolls and violations, we are unable to issue any additional credits for problems related to the vehicle. Please contact the rental agency directly.

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 was sent a bill from this company for toll charges. I was not even told that I had a contract with them or any details including price or any information at all.Desired Settlement: If I owe tolls I will reimburse that cost to you but this is an illegal contract.

Business

Response:

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 refunded the administrative fee of $24.75 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]

Review: I just received a what appears to be toll fee on a road I drove through with no signs or anything on my Credit Card statement. It was 10.60 and I went to the [redacted] Rental Car website which brought me here. I can't believe someone really has the ability to charge a fee after a month. I am in disbelief and didn't know where else to turn to besides here. I was not informed of a fee or anything. The just slid 10.60 on my credit card statement without as much as a word. I want to get to the bottom of this immediately!Desired Settlement: Refund of the 10.60 on 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 $10.60.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 rented a car from [redacted] from 5-23-15 thru 5-30-15. Two months later I received a statement for $111.30.

I called [redacted] because I am being charged $15.00 administrative fees for each toll. There are 10 tolls and some are two minutes apart from each other on major highways. In addition it was impossible to pay any tolls because the toll booths were closed permanently. I asked for an investigation also because I did not travel all of these areas that are listed. I was told I would get an email regarding a case being opened that day (7-10-15) and I never received an email.

On 7-13-15 I called again inquiring about my case and the missing email. Shortly after hanging up received an email a case was opened. On 7-15-15 my credit card was charged the entire amount of the bill and I received an email on 7-16-15 stating the case was closed. I called [redacted] and the only explanation that was offered was that "You signed an agreement to being charged tolls in the rental car". I do not believe anything was investigated at all and I would like all of the $15.00 administrative fees waived, I believe it is a complete rental car scam. My credit card was charged before I was even notified of the case closure via email which is unacceptable.Desired Settlement: I would like all of the $15.00 administrative fees refunded. I would like pictures of the rental car on the roads where they say it was. In the meantime, I am going to dispute charges with my credit card company until there is a resolution.

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 issue a refund for the $105.00 administrative fees. Please allow up to 5 business days for this to appear on your account and thank you for your patience. For future reference, please refer to the rental agreement for renter responsibilities regarding tolls, violations and fees incurred during your rental period. It is our hope that you find this matter to be resolved. Thank you, ATS Processing Services

They keep sending me a bill for tolls I never incurred. Real scummy

Review: I rented a car from [redacted]. Because I am a blue chip member ([redacted]) and the [redacted] Rental office was so busy in [redacted] airport), that the person at the counter simply handed me my car keys and contract without any explanation of the terms of the agreement regarding toll administrative fees or an option to rent a toll device. After 3 weeks from returning from my trip, I get a bill in the mail with 4 tolls totaling $3.72 and 4 administrative fees totaling $60! That is a total scam and a completely unethical business practice to gouge the consumer unknowingly like that. That administrative fee was hidden in the fine print and never discussed. I then log in to pay my bill and I find a 5th toll and a 5th administrative fee added on for a total of $79.72. That is so ludicrous! This company should be banned from being allowed to do business with the public. This is a straight up scam.Desired Settlement: I demand a refund of all the administrative fee totaling $75.

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.

[redacted] offers an optional [redacted] service for a small daily fee. We apologize if you were not informed of this service at the time of your rental and have given you a one-time courtesy refund of the non-opt-in administrative fees totaling $75. You should see this refund on your card within 5 business days.

You do have the option of opting into the [redacted] service at any time during or after your rental and, in the future, may contact our customer service department if you wish to opt in and reduce your admin fees.

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

Best Regards,

ATS Processing Services

Review: Platepass toll devices are placed in rental cars at [redacted]. Initially I was told that as long as I do not activate the device, I would not have to worry about toll charges being billed to me. I did inquire about this because I have my own personal device which I always use to travel and I would not use the Platepass device and pay unnecessary daily fees. After my initial experience with Platepass having charged invalid toll costs to my credit card, which my bank had to eventually resolve due to lack of responsiveness on the part of Platepass , I required [redacted] to remove the devices from my 2nd car rental. Therefore, there was no Platepass toll device in my vehicle rented from 7/17-21/2014. Nevertheless, on August 9, 2014, my credit card was charged for tolls. More appalling is the fact that the tolls being charged are for toll routes not taken in the vehicle and for dates that the vehicle was not even in NYS, where the tolls were allegedly incurred. When I try to go through the automated prompts to speak to customer service, the call continues to be dropped. When I try to complain to [redacted] directly, I am being told that Platepass is an outside Vendor and they are not responsible for these fraudulent charges. I am now disputing the charge of $77.30 through my credit card company.Desired Settlement: I would like a full refund of the $77.30 charged to my credit card. I would also like to see closer monitoring of Platepass activity.

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 as a one-time courtesy. In order to remove the remaining balance for the tolls in the amount of $57.50, we will need documentation provided. You may submit proof in form of a receipt or bank statement showing you were not in the area for the tolls in question directly to [email protected]. Upon receipt, we will immediately continue to review the details and nature of your inquiry to provide timely resolution. 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 September 10, 2014, for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On Jan 23-26 I rented a car from [redacted]. I crossed the Golden Gate bridge on Jan 24 and I paid the $7 toll online myself.

Today I found this $26.80 charge on my credit card. I was not aware of the Plate pass program, and I did not see a Plate pass device on the rented car. The admin fee is just ridiculous, plus I do not need the service as I paid the toll myself.

The [redacted] rental agreement number is [redacted].Desired Settlement: They should refund all they charged from my credit card $26.80.

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 $26.80. 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

Review: I believe that I was mistreated by the company because they automatically charged my credit card 25.25 for going through a roughly 3 dollar toll.Desired Settlement: The amount you have charged is immoral. Please refund 22 of the 25.25 you charged me.

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 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 that was signed prior to receiving your keys to the rental vehicle. 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:

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 still believe that the agreement between Hertz and the Platepass should be modified. It is a rip off to charge more than 25 dollars for a toll.

Regards,

Review: I rented a car because my personal auto was being repaired. On my Chase credit card bill I was charged for $30.94 for e-z pass charges I did not incur. One was in NY and the other in FLA. I have proof as to my whereabouts on those dates via expense reports from my job. I called [redacted] C at Ext. [redacted] at PlatePass in AZ and he was to get back to me within 10 business days in early Feb. No one has contacted me regarding the credit. If the business was organized, this would never happen.Desired Settlement: Refund my chase account for $30.94.

Business

Response:

[redacted],

Our records indicate you called our office 2/11/14 advising you were not in the area of the tolls, and your account was researched on 2/14/14. Upon further review, it appears the last toll location reported to us by the toll authority was accessed too close to the time you returned the vehicle and therefore could not have been accessed; A full refund has been issued. Please allow 3-5 business days for the refund to process.

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.

Advantage 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.

We are committed to providing the highest level of customer service and apologize for any inconvenience that this 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,

While renting a car in Dallas I was charged $180 in administration fees for 14.47$ worth of toll roads without being offered any other options.

Review: I have received an invoice with incorrect charges. (notice #[redacted]) on agreement[redacted]. I have been grossly overcharged for tolls in Florida where a toll booth has been removed for construction. Two of the tolls on highway [redacted] in Florida were closed due to construction and a sign indicating that you would be billed for the tolls based on your plate number. Tolls are collected in both directions on this road. I was not able to pay these tolls because the State of Florida was working on the roads and had removed the toll booths. I don’t understand these penalties when a toll was physically removed and no payment of cash was possible. I have sent 5 emails and have not gotten any response. I called on January 28th and was told that I should have taken the Epass for $49.95 and this would not have happened. I expect to pay these tolls but do not think penalty of $60 is fair when the booths were removed. I was told that ATS has every right to charge me a fee even when there is no toll booth on the road. I find this to be incredibly dishonest and want a refund for the fees that I have incurred. At no time did I authorize my credit card to be used by this company.Desired Settlement: I would like a refund of $60 of the $64.42 I have been charged, I am happy to pay the tolls that according to the State of Florida would be billed to me by my license plate. That total is $4.42. I did not authorize this company to have or charge my credit card.

Business

Response:

Dear Customer, Thank you for contacting us regarding your concern. It is our goal to provide you with excellent customer service. Our policy is to charge a $15 administrative fee for electronic tolls that are accessed if a rental is not opted in to Platepass coverage. Our company was unaware of the toll both closure in your rental area. As you were unable to pay these tolls with cash due to the closure, we are issuing a refund of the admin fees totaling $60 Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards, ATS Processing Services

Review: Charged a $30 processing fee for a toll road license plate collection in Orange County, CA. I provided evidence that I had my personal toll road transponder and was charged for the toll road, so there was no violation. [redacted] Processing Services has not responded, even though I sent this to them twice, and I have not been able to reach them on the phone. They did however, send over a second notice of violation and said I was facing collection and the loss of my rental privileges if I don't pay the $30. I contacted [redacted] Rental Car and asked for their help, and received a canned response that this company handles all of their toll road violations, so they won't help.Desired Settlement: I would like this bogus $30 processing fee dropped because there was no toll road violation. I paid the toll road using my personal toll road transponder.

Business

Response:

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

We apologize for any miscommunication regarding notice [redacted]. We have removed the $30 administrative fee.

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

Best Regards,

ATS Processing Services

Review: On June 13, 2013, I received a notice of toll violation for $130 on a rental car. I rented a car in Syracuse, NY while I was there for a funeral and the toll violation was in Washington, D.C. I wrote to the company (an angry, rambling note as everything was closed and nobody was answering calls) to dispute the violation as the mileage would not have gotten me there and back. I spoke with the manager at the [redacted] location the following day ([redacted]) who assured me that there was no way I could have been there, even though the license plate showed the number that was issued to me. (My renatl car DID have VA plates, although I didn't take photos or make note of them). I asked if it was possible that there was a mistake when they purchased the cars and attached the plates and was told anything was possible. I was then contacted by [redacted] later that day (6/14/13) to be told that, indeed, there was another vehicle in the D.C. area with that exact plate number on it and they had identified the person responsible for the violation. I received a response from this company (to my original dispute message of 6/13) on 6/22 stating that it was my violation and repeating how much, etc. I responded to them immediately that it was NOT my responsibility, [redacted] admitted to having another car with those plates and exactly what my mileage useage was for the term of my rental, it was impossible. They again responded to me, 7 days later, stating that "We have sent this to our research team to investigate thoroughly the validity of the information you have supplied, we expect an outcome within 1 business week ...". I again responded immediately telling them that my statement was valid, as backed up by [redacted] and the mileage. I also told them not to respond if they were just going to call me a liar. I have done everything possible aside from flying to Scottsdale, walking in to their establishment, holding their hand and showing them how to do their job. At any rate, today is the first, I live paycheck to paycheck, they have hit my account for $130 even thought I have told them NUMEROUS times I wasn't the person who received the violation and all they had to do was check the facts and consult with [redacted]. It is rent day....now I do not have enough to pay my rent.Desired Settlement: I want my money credited back IMMEDIATELY. If it is not, I won't be able to pay my rent on time (the first time since I have been here - 3 years and 9 months) and I fully expect reimbursement of my late fees. Late fees on rent are $75 the first day of being late and $10 a day after that - late fees start accruing on the 3rd.

Business

Response:

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, a refund was issued on 7/1/13, for the full amount charged of $100 for the violation and $30 for the administration fee. Please allow up to 3-5 business days for the refund to be processed back to your card. ATS will only be refunding the exact amount that was charged.

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.ATS had no right to debit my bank account, they had access to ALL of the information available and they KNEW that I was not the responsible party. I had to borrow money to pay my rent on time and the situation caused additional stress that was completely unnecessary based on their refusal to do their job. Yes, I received my money back, but I will NOT give them an "okay" resolution. There is no reason I should have been subjected to this to begin with and they dragged it on and made it worse when they had the ability the whole time to make it right but it would have been more work for them to fix it than to let it go and cause undue hardship on an innocent party. No, I will not accept their response if it means that it will count towards a positive rating for them.Regards,[redacted]

Review: Received a fee notice for an invalid "carpool" lane violation. The appropriate agency was contacted and we received a dismissal notice. The dismissal notice was sent to ATS for response, but the charge was automatically place on our [redacted] without any feedback whatsoever. In addition, the carpool agency indicated that only ONE invalid notice was sent, NOT TWO as reported on the billing.

The notice from the agency clearly state that ANY violation sent was invalid and no charge should be levied against the renter.Desired Settlement: Refund the card per dismissal notice.

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.

Please be advised that as of 02/04/2014, ATS has not received the dismissal notice you are referring to. However, we have agreed to waive the $30.00 in administrative fees, which may take up to 5 business days to appear on your account. It is our hope that you find this 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.

Regards,

PS - Attached are items submitted via [redacted] website. Attempts to email the same items to [redacted] was rejected several times and I assume it is not a valid address.

Review: I rented a car from [redacted] in Florida in August and declined all coverage. I drove on SunCoast Parkway and only used the cash lanes. When I returned home, there was a bill from Plate Pass for $39.38 for using the cashless lanes! I phoned Plate Pass aka [redacted], and they asked for receipts. Each toll booth costs between 75 cents and $1.25, I've driven those roads for decades and never gotten a receipt. I have NEVER used the cashless lanes. If you Google "Plate Pass scam" you'll see what this "business" is all about.Desired Settlement: A refund. I did NOT use the cashless lanes so do not bill me for it.

Review: Really disappointed with my recent experience at this [redacted] Rent A Car. (#100517211 / 7461548598362)

We arrived on the redeye on Oct 9, 2015 and waited in line to get our car for 45 minutes. Apparently an employee quit and they were short staffed at the rental counter. The person helping us told us he had been working for over 12 hours/ a double shift. He looked it and sounded like it.

Only two employees were on staff as is. It was my first time in Dallas visiting on vacation for my birthday and got the rental through Spirit Airlines.

Not once upon picking up the car, did the clerk helping me mention the costs associated with tolls. I was never warned or explained Dallas is filled with tolls. I live in LA and we don't have very many tolls.

I even called the [redacted] 800 number to find out what I need to do with the car during my rental agreement to solve this. The person on the phone representing [redacted] (800 number on the key and another 800 number on our website were both contacted) and both told me not to worry and enjoy the car and when I return the car, they will adjust it. The 800 number cannot make any adjustments.

Upon returning my rental car, I asked the clerk who checked the car in about the situation and lack of knowledge about tolls and how I should handle this. He told me according to the records on the print out I was handed and told by the rep, I did not incur any toll fees. I then received a bill two weeks ago with $142.38 in fees I was not expecting. I tried to correct this problem and call the 800 number. I was told to contact the local [redacted] I rented from in order to get my adjustment made. However, the local number is constantly busy. And the most recent time I called at 6:30 am Pacific, I was told the manager was not in yet.

I now understand tolls are a way of life in Dallas. They need to be clearly explained to anyone renting from your organization.

I will agree to pay $37.38 for the tolls but refuse to pay your highway robber for the Administrative Fee of $105.00.

Really disappointing how its all went down. And how the discommunication between the local branch and corporate doesn't exists. Its as if you are playing each other against each other.

Please let me know what can be done to solve this matter asap since I am unable to get any assistance from the counter in Dallas nor the 800 number nor the emails I have sent listed on their website. [redacted] makes it impossible to explain the situation with only 200 characters available.Desired Settlement: I will pay $37.38 for the tolls BUT REFUSE to pay $105.00 in "administrative fees".

Review: I rent a car from [redacted] with the platepass device. use it once and charged daily fee for 5 days.

I am not sure whether this is indicated in the rental agreement. Nobody told me such rental of platepass device and how it'd be charged. I heard the platepass rental is in the third page of the agreement. If nobody told me, I don't think anybody will look into the long rental agreement and most of us will overlook this rental until being charged three weeks later.

Such rental practice is unfair to the customer. I expect you make improvement on it.

Thanks

[redacted]Desired Settlement: PlatePass should have a way to ensure the rental company will explain to the customer about the rental of PlatePass device. The daily rental fee is not reasonable and the charge should be based on the times it is used with certain surcharge. Otherwise, the customer should be explained.

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.

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 |