Dear Mr. [redacted], Thank you for taking the time to contact us in regard to rental agreement [redacted]. PlatePass® is the tolling service available with Hertz rental vehicles. As the Florida Department of Transportation has implemented electronic tolling in their state, a...
device is not always required to activate the service. This means that PlatePass® can be activated if a picture of the license plate is captured as the vehicle travels through a fully electronic area, or if payment is not recognized at a toll booth. According to our records, the Central Florida Expressway Authority reported an unpaid toll to the license plate at the University Lane toll facility for your rental. As this is a cash payable location, there may have been an administrative error applying your cash payment. This charge from the Toll Authority is how the PlatePass® service for your rental was activated. As we value you as a renter, we have refunded the full amount charged by PlatePass® of $25.75 as a one-time courtesy. Please allow up to 5 business days for processing. We apologize for any frustration this may have caused. It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will consider this complaint resolved.However, I find it disturbing that this business is allowed to operate in the current manner -- automatically charging customers for unverified services and putting the onus the consumer to complain and request a refund. I was charged tolls and daily usage fees on a toll road that was over 800 miles from where the vehicle was rented -- and I returned the car with less than 200 miles driven. The technology used to identify the vehicle which incurred the toll is obviously flawed -- it should be the responsibility of PlatePass to verify charges BEFORE automatically charging the customer. I will do anything reasonable to avoid patronizing any rental car company that employs the services of PlatePass.
Regards,
James T[redacted]
[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.]
Revdex.com:
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 to have the full disputed amount returned to me within the time frame stated. I appreciate your assistance with this file.
Thank you very much,
Kristal F[redacted]
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]Phone: ([redacted] [redacted]
[redacted] [redacted]
Dea[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 full balance in the amount of $26.00. Please allow up to 5 business days for this to appear on your account and thank you for your patience. For further information please refer back to page three of your rental agreement contract. It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service [redacted]
[redacted]
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
Dear Ms. [redacted], Thank you for contacting the [redacted] Toll and Violation Processing Service Center in regard to Notice Number [redacted]. We apologize for any frustration this situation may have caused. Our records indicate that that the Illinois Tollway reported a toll to the rental...
vehicle on 9/29/16, at the Chicago O’Hare location. This is what activated the PlatePass All-Inclusive tolling service. [redacted] offers this service at the rate of $10.99 per day. As your rental was for 3 days, you were assessed the rate of $32.97. We also show that we spoke with you on 10/18/2016, and a case was submitted for review. That review was completed today, 10/20/2016. We have identified that there may have been a discrepancy in the billing of this toll to the vehicle as you have stated that you paid cash for this toll. Therefore, we have adjusted the account in full and there is no longer a balance due. Thank you for choosing [redacted]. William J. | Supervisor [redacted] Toll and Violation Processing Service CenterPhone: [redacted] | Fax: [redacted][email protected] | www.[redacted]rentalfine.com
Dear Yashira Y L[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 to our...
refund department to remove the remainder balance for the amount of $38.00. Please allow up to 5 business days for this to appear onyour account and thank you for your patience. For further informationplease 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® [redacted] | Monday - Friday,6:00 AM to 4:00 PM PST |
HiThanks very much for the communication.Unfortunately the information you have given me was not accurate. When I picked up the rental car I proceed directly down non toll roads to Mathias WV, and I did not leave the state of West Virginia until I went to the airport to drop the car off. I did not spend any other time in Virginia. Irent cars regularly for this trip, several times a year, and I am well aware of where I travel to and where there are no toll roads.I don't know where the source of this error comes from. If the transponder was in a different car... I guess I just don't know. Normally when I have received toll violation tickets in the past I was provided with a picture... is there photographic evidence? I am certain this would help to clear the matter up. Meantime while I am working on this with you I request that your company refrain from collections or legal action while you review. If you have questions, please call me at ###-###-####.Thanks[redacted]
Thank you for your quick response. However we were not referring to the $15 fee to process the claim. Our concern is the [redacted] Authority, [redacted] or The ATS did not forward the original letter advising of the fee or fine. [redacted] is a Taiwanese Citizen, who has never violated any US traffic laws while living in the US. She was driving to the LAX Airport from PHX on June 12th, 2016 with limited English reading skills. She couldn’t have known she was supposed to call or pay online in 5 days. In fact, she didn’t know it until she called and spoke to ATS’ manager, Mike, on Feb 17, 2017. She saw the sign but could not process its meaning while she was paying attention while driving in high speed LA traffic & saw no toll collection. The other passenger, her husband, [redacted] was not able to drive or help being handicapped & recovering from a stroke. I am fully sure if she knew she would have paid the fee.Please see the attached Word document for detail continuation
Dear Mr. [redacted], I apologize that the additional credit to offset the difference in exchange rate did not meet your expectations for resolution. As a business partner to Hertz, we process tolls and bill per the information received on the rental record. Unfortunately, in this case, the exchange was completed in a way that impacted the full rental record, rather than the remaining portion. Therefore, when our system originally pulled the renter information, this vehicle was associated with your full rental. Upon further research, they were able to locate the discrepancy and the account was adjusted accordingly. As a business partner, we do not have the option to offer compensation as you have requested. However, I have escalated your case to Hertz to review for the compensation request. You will be contacted directly from Hertz Customer Service regarding this request. Thank you for contacting PlatePass®. Michelle D. | Customer Service SupervisorPlatePass®Phone: [redacted] | Fax: [redacted]
[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.]
Revdex.com:
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]
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 $16.00. 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, [redacted] Customer Service
Dear [redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service. We didlocate a discrepancy with the amount credited. We understand your frustration and apologizefor any inconvenience this matter has caused. We have forwarded yourinquiry to our refund department to remove the remainder balance for the amountof $22.00. Please allow up to 5 business days for this to appear onyour account and thank you for your patience. For further informationplease 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® [redacted] | Monday - Friday,6:00 AM to 4:00 PM PST |
Dear Kristal F[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 full balance in the amount of $27.75. 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,[redacted] Customer Service[redacted](877) 411-4300 | Monday -
Friday, 6:00 AM to 4:00 PM PST |
Dear Asna A[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 $86.69. 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
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 $89.75. 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
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 full balance in the amount of $26.79. 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 [email protected] [redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |
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 $31.75. 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
Sorry this does not answer why no opportunity was provided to us to pay fines or to contest.Now the fine has been paid off from you, we do not stand a change to arbitrate the ticket. Hope you guys setup a better business process for such situations.
Dear Mr. [redacted], Thank you for taking the time to contact us in regard to rental agreement [redacted]. PlatePass® is the tolling service available with Hertz rental vehicles. As the Florida Department of Transportation has implemented electronic tolling in their state, a...
device is not always required to activate the service. This means that PlatePass® can be activated if a picture of the license plate is captured as the vehicle travels through a fully electronic area, or if payment is not recognized at a toll booth. According to our records, the Central Florida Expressway Authority reported an unpaid toll to the license plate at the University Lane toll facility for your rental. As this is a cash payable location, there may have been an administrative error applying your cash payment. This charge from the Toll Authority is how the PlatePass® service for your rental was activated. As we value you as a renter, we have refunded the full amount charged by PlatePass® of $25.75 as a one-time courtesy. Please allow up to 5 business days for processing. We apologize for any frustration this may have caused. It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will consider this complaint resolved.However, I find it disturbing that this business is allowed to operate in the current manner -- automatically charging customers for unverified services and putting the onus the consumer to complain and request a refund. I was charged tolls and daily usage fees on a toll road that was over 800 miles from where the vehicle was rented -- and I returned the car with less than 200 miles driven. The technology used to identify the vehicle which incurred the toll is obviously flawed -- it should be the responsibility of PlatePass to verify charges BEFORE automatically charging the customer. I will do anything reasonable to avoid patronizing any rental car company that employs the services of PlatePass.
Regards,
James T[redacted]
[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.]
Revdex.com:
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 to have the full disputed amount returned to me within the time frame stated. I appreciate your assistance with this file.
Thank you very much,
Kristal F[redacted]
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]Phone: ([redacted] [redacted]
[redacted] [redacted]
Dea[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 full balance in the amount of $26.00. Please allow up to 5 business days for this to appear on your account and thank you for your patience. For further information please refer back to page three of your rental agreement contract. It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service [redacted]
[redacted]
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
Dear Ms. [redacted], Thank you for contacting the [redacted] Toll and Violation Processing Service Center in regard to Notice Number [redacted]. We apologize for any frustration this situation may have caused. Our records indicate that that the Illinois Tollway reported a toll to the rental...
vehicle on 9/29/16, at the Chicago O’Hare location. This is what activated the PlatePass All-Inclusive tolling service. [redacted] offers this service at the rate of $10.99 per day. As your rental was for 3 days, you were assessed the rate of $32.97. We also show that we spoke with you on 10/18/2016, and a case was submitted for review. That review was completed today, 10/20/2016. We have identified that there may have been a discrepancy in the billing of this toll to the vehicle as you have stated that you paid cash for this toll. Therefore, we have adjusted the account in full and there is no longer a balance due. Thank you for choosing [redacted]. William J. | Supervisor [redacted] Toll and Violation Processing Service CenterPhone: [redacted] | Fax: [redacted][email protected] | www.[redacted]rentalfine.com
Dear Yashira Y L[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 to our...
refund department to remove the remainder balance for the amount of $38.00. Please allow up to 5 business days for this to appear onyour account and thank you for your patience. For further informationplease 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® [redacted] | Monday - Friday,6:00 AM to 4:00 PM PST |
HiThanks very much for the communication.Unfortunately the information you have given me was not accurate. When I picked up the rental car I proceed directly down non toll roads to Mathias WV, and I did not leave the state of West Virginia until I went to the airport to drop the car off. I did not spend any other time in Virginia. Irent cars regularly for this trip, several times a year, and I am well aware of where I travel to and where there are no toll roads.I don't know where the source of this error comes from. If the transponder was in a different car... I guess I just don't know. Normally when I have received toll violation tickets in the past I was provided with a picture... is there photographic evidence? I am certain this would help to clear the matter up. Meantime while I am working on this with you I request that your company refrain from collections or legal action while you review. If you have questions, please call me at ###-###-####.Thanks[redacted]
Thank you for your quick response. However we were not referring to the $15 fee to process the claim. Our concern is the [redacted] Authority, [redacted] or The ATS did not forward the original letter advising of the fee or fine. [redacted] is a Taiwanese Citizen, who has never violated any US traffic laws while living in the US. She was driving to the LAX Airport from PHX on June 12th, 2016 with limited English reading skills. She couldn’t have known she was supposed to call or pay online in 5 days. In fact, she didn’t know it until she called and spoke to ATS’ manager, Mike, on Feb 17, 2017. She saw the sign but could not process its meaning while she was paying attention while driving in high speed LA traffic & saw no toll collection. The other passenger, her husband, [redacted] was not able to drive or help being handicapped & recovering from a stroke. I am fully sure if she knew she would have paid the fee.Please see the attached Word document for detail continuation
Dear Mr. [redacted], I apologize that the additional credit to offset the difference in exchange rate did not meet your expectations for resolution. As a business partner to Hertz, we process tolls and bill per the information received on the rental record. Unfortunately, in this case, the exchange was completed in a way that impacted the full rental record, rather than the remaining portion. Therefore, when our system originally pulled the renter information, this vehicle was associated with your full rental. Upon further research, they were able to locate the discrepancy and the account was adjusted accordingly. As a business partner, we do not have the option to offer compensation as you have requested. However, I have escalated your case to Hertz to review for the compensation request. You will be contacted directly from Hertz Customer Service regarding this request. Thank you for contacting PlatePass®. Michelle D. | Customer Service SupervisorPlatePass®Phone: [redacted] | Fax: [redacted]
[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.]
Revdex.com:
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]
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 $16.00. 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, [redacted] Customer Service
Dear [redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service. We didlocate a discrepancy with the amount credited. We understand your frustration and apologizefor any inconvenience this matter has caused. We have forwarded yourinquiry to our refund department to remove the remainder balance for the amountof $22.00. Please allow up to 5 business days for this to appear onyour account and thank you for your patience. For further informationplease 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® [redacted] | Monday - Friday,6:00 AM to 4:00 PM PST |
Dear Kristal F[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 full balance in the amount of $27.75. 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,[redacted] Customer Service[redacted](877) 411-4300 | Monday -
Friday, 6:00 AM to 4:00 PM PST |
Dear Asna A[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 $86.69. 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
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 $89.75. 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
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 full balance in the amount of $26.79. 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 [email protected] [redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |
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 $31.75. 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
Sorry this does not answer why no opportunity was provided to us to pay fines or to contest.Now the fine has been paid off from you, we do not stand a change to arbitrate the ticket. Hope you guys setup a better business process for such situations.