ATS Processing Services

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

Sincerely,

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,

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.  When the issuing authority issues a parking ticket, the initial ticket is placed on the vehicle. Any unpaid or unanswered tickets are then sent to the registered owner of the vehicle. The rental agency will then forward the information to ATS for processing, in this case, a mail date of 01/14/2016. As a result, a penalty equal to the fine is added to the ticket by the issuing authority.
We have forwarded your inquiry to our refund department to remove the penalty for the amount of $100.00. 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 information helpful.   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 $26.75.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

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

Regards,

Dear [redacted], We did receive the line item on your bank statement showing a payment in the amount of $139. We do not dispute that you made a payment in that amount, but it was not made to ATS or the [redacted]. Regarding your emails contact, you state that your email address was written on a fax. It is not our policy to initiate emails with citizens, only to respond to emails received. Once again, our notes indicate that you did communicate with our customer service department by phone on multiple occasions.  The financial information has been thoroughly researched and we believe we have made a good faith effort to resolve this issue to the best of our abilities. However, as previously stated, we are unable to assist since no payment has been made on this account and the [redacted] will not dismiss the citation. Sincerely,American Traffic Solutions

[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 [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.
But I need a formal/official letter from ATS Processing Services, LLC send to me at my home address and let me know that It is zero balance from my account and clear my name from their system or database.

Regards,

David L*

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 balance for the amount of $24.75 as a one-time courtesy.  In order to remove the remaining balance, we will need documentation showing you were not in the area during the rental period.

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

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.The company, ATS, failed to note I sent a line item from my bank statement 1/20/15 and requested a response. They did not respond, via my email provided. It was not until I made ANOTHER attempt to find out what was going on and called the company myself, 2/11/15, and was told my submission had just been reviewed-no mention of more bank info was made by ATS. I sent a check, not wanting to damage my credit, to the company-as noted on my violation form: [redacted], Photo Safety Program, [redacted],[redacted] for $135.  And now this SCAM organization states they have sent my bill to collection-when they have a goal to "provide excellent customer service"? This group is not worthy of the Revdex.com rating. When a consumer makes an honest effort to resolve an issue and a company does not answer the phone (ATS number in Tempe), respond to emails, and/or have the common courtesy to accept the information requested-it is sad. Not once did ATS say my bank submission for the payment cashed 12/16/14 needed more back-up. Their customer rep. told me what to send. Now, they are saying the confirmation number provided is not their number-yet the [redacted] does not use another company. So, at this point my check has not been cashed and they have never responded to my requests-yet they have charged me more money and sent my name to collection?

Regards,

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 would like to apologize if you were unable to reach...

anyone regarding the charges you received.  However, after reviewing your account we have agreed to issue a refund in the amount of $32.80, as requested.  Please allow up to 5 business days for this to appear on your account.

 

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

 

 

Best Regards,

 

ATS Processing Services

This is a total scam operation. They do not communicate this policy to you when you rent the car and it should be illegal. There are no postings at the check out counters and the only time it appears is sandwiched between 10 other automated things they are trying to get you to opt in onscreen. There is not a list posted on any of the car rental sites that tells you which cities have these automated toll roads. Why don't they tell you when you book the car that you have this option available to you? Because they want you to opt out inadvertently when you are picking up the car so they can send you a $90 bill a month later for $10 in tolls. Since they have your credit card on file and pretty much know everything about you they intimidate you into paying their absurdly grossly inflated "administrative fees". The Revdex.com should be ashamed to even allow them to have this designation. The Car rental companies are a monopoly that operate under sleazy business practices because there is no oversight or regulations and the customer has absolutely no power. I am done with these companies and as a frequent business traveler will make an effort to boycott them & encourage my co-workers, friends and business associates to do the same.

Dear [redacted],Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.   We understand your frustration and apologize for any inconvenience this matter has caused.  We have forwarded your inquiry to our...

refund department to remove the complete balance for the amount of $27.50.Please allow up to 5 business days for this to appear on your account and thank you for your patience.  It is our hope that you find this matter to be resolved. Thank you,PlatePass® Customer Service

[redacted],

After reviewing the details of your inquiry, we have determined the charge in the amount of $25.80 was for one toll accessed during your rental period, as well as for the use of the electronic toll payment service offered by PlatePass® while under rental agreement...

[redacted].

 

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, which was signed prior to receiving 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.  As a one-time courtesy, we have reduced the administrative fees to $4.95 to reflect one day’s use.  Please allow 3-5 business days for the refund to process.

 

We are committed to providing the highest level of customer service and apologize for any inconvenience this situation may have caused.  For additional information, you may contact us by e-mail @ [email protected] or by phone @ [redacted]

 

Regards,

 

PlatePass Support Specialist

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 appreciate Platepass offering a refund for most of the daily service fees while I was in possession of the rental vehicle.  Given the fact that I am a Fastrak customer, it seems that Platepass has no right to any revenue based on my rental.  I was never offered the option to bring my own transponder into the vehicle.  

That being said, my complaint is less about the $20, and more about what I felt were unethical business practices.  The details of the Platepass contract were buried in page 3 of my rental agreement, and the Hertz agent failed to direct my attention to this information.  If an investigation into Platepass revenue were to occur, I'm willing to bet that the portion associated with the Platepass usage fees are at least triple the portion associated with actual toll costs.  Of course, I have no way of finding out the truth here unless the Revdex.com intervenes or Platepass offers up confidential information.  In the meantime, I maintain that Platepass has created a business that preys on people who are either misinformed or uneducated, and this is wrong.  Platepass and Hertz get rich $20 at a time, while regular consumers get screwed.  

Regards,

Dear [redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service.    We understand your frustration and apologize for any inconvenience this matter has caused.  We have forwarded...

your inquiry to our refund department to remove the complete balance for the amount of $16.15. Please allow up to 5 business days for this to appear on your account and thank you for your patience.  It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service

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.   We have researched your account and are unable to determine if the...

parking violation in question was issued to the vehicle at 4:00 am or 4:00 pm. Due to the possible error, we have refunded your account for the full amount of $25. You should see this credit back on the card that was charged 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

I have not received any credits to my account. How long should I expect the resolution to take?

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 $14.90.   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] | Monday - Friday, 6:00 AM to 4:00 PM PST |

Dear Jason I[redacted], Thank you for contacting us regarding your concern as it is our goal to provide you with excellent customer service. According to our invoice and rental agreement the name listed is Jason I[redacted].  The [redacted] Department of Transportation will not have any unpaid tolls due to our [redacted] account covering the tolls. The address listed on the notice is a General mailing address for [redacted] enrollments.  Unfortunately, we did not find any discrepancies with the rental and are unable to issue a refund. We understand your frustration and apologize for any inconvenience this matter has caused. Thank you, ATS Processing Services

Dear [redacted]

ATS processes domestic violations that occur in the United States and Canada. We do not process international violations.
We are in contact with the [redacted] Service Centre and have asked them to research your account.
We will update you as soon as we receive any information. Please take into consideration the notable 7 hour time difference. We apologize for any inconvenience this situation may have caused and appreciate your patience while the Service Centre reviews your case. 

Thank you,
ATS Processing Services