ATS Processing Services

Hello,
Yes, I know. You ([redacted]) already were supposed to have it reduced before I made the complaint.  I'm still paying more than double my toll.  I would like to have the admin fee reduced to less than the toll or erased all together since I was never given any toll options. Please read my complaint.  It's obvious that you didn't before this email.
Thanks,

Daer [redacted],

After reviewing the details of your inquiry, we have determined the charge in the amount of $26.55 was for 4 tolls 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.  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.

Regards,

PlatePass Support Specialist

[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

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

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.ALTHOUGH the business acted like it I had the rental car in my possession at the time of the charges; when in fact if you would have bother to look at the dates of the rental agreement and the date of the tolls you would have found that this tolls were not mine and I did not have the car in question at that time.  thank you

Regards,

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 Customer,Thank you for contacting [redacted] with your inquiry.Our records indicate you emailed our Customer Service Team with the same information contained in the details of this complaint. Our team responded to your inquiry requesting a copy of your personal toll tag...

statement. To Confirm, your [redacted] Transponder can be used at any Toll Facility within the [redacted] Network (all of which are in the Northeast portion of the country). The tolls incurred on your rental vehicle, were all processed in the state of [redacted]. Unfortunately at this time, your [redacted] Transponder cannot be read by a [redacted] Reader. All of the details surrounding the [redacted] Service, the associated administrative fees, how and where to use the [redacted] Service and how to Avoid the [redacted] Service; are fully contained in the rental contract you agreed to, prior to renting your vehicle. We understand that driving on foreign roads can be confusing at times, so we have refunded your [redacted] Administrative Fees in full, as a one-time courtesy. Thank you for bringing this matter to our immediate attention.Best Regards,[redacted]Business Analyst[redacted] LLC

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.
This facility was not offered to me when I booked the rental  or when I picked up the car at the airport. I am wiling to pay for the one day platecharge for the day I used the toll. Rest of the days it was parked in [redacted] and there was no need to pay for toll. Please advise the platecharge for one day plus the toll.

Regards,

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

Regards,

I have reviewed the response made by the business in reference to complaint ID 10442687, 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.Thank you for your prompt attention!Regards,

 PS: I will accept the refund of $ 30.00 dollar administrative fees even if I paid for the tools!

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 $21.30. 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

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 $16.10. 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 James C T[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 any inconvenience this matter has caused.  We are attempting to research and resolve this...

matter as soon as possible. However, we need additional information to locate you in our system.Can you please provide us with Rental Agreement number and license plate?   Thank you, PlatePass® Customer [redacted] Monday -Friday, 6:00 AM to 4:00 PM PST |

Dear [redacted], Based on research, it appears the transponder linked to your rental vehicle may have been placed into another vehicle or lost; We have refunded your charge in full. Please allow 3-5 business days for the transaction to process. [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 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. For additional information, you may contact us by e-mail or by phone. Thank You, [redacted]PlatePass Support Specialist

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 $22.10.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 [redacted],

 

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. 

 

Unfortunately we are unable to...

issue a refund due to the fact that your original payment was mailed to the incorrect address. The Tempe address at the top corner of the violation notice is a return address for the post office, should the notice be undeliverable for any reason.

 

Our payment processing center address is clearly stated on the payment coupon as [redacted]. We apologize for any confusion. However, since we did not receive your payment, a Uniform Traffic Citation was issued by the Polk County Clerk of Court.

 

Once a violation has escalated to a Uniform Traffic Citation, any payment must be made directly to the court. Since no funds were received by ATS, we cannot issue a refund and any disputes must be directed to the court.

 

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

 

Best Regards,

 

ATS Processing Services

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.

Thank you for your note regarding my concerns about ATS. I still do not feel the matter has been resolved to my satisfaction, and would like more information about my citation; please see below. Since the county courthouse also noted there were many other complaints from drivers about the same issues I seem to be having with ATS, and that the city was considering discontinuing their relationship with ATS due to that, perhaps ATS should look further at their fee processing system and consider making some changes. For all I know, my original check might have been lost or misplaced at ATS after arriving there, or just not processed correctly or at all yet. I have no way of knowing that it's not an ATS mistake that resulted in my extra fees. For one, the convenience/service fee for paying by credit card should be clearly listed on your website, which it is not. Second, since it is a local violation, there should be an option of going somewhere locally in person to pay the fee, instead of having to mail it in. I was told there was no option for being able to pay in person on the first violation, which thus has created this situation. 

     I was forced to pay the citation fees in order to keep my driver's license, and that was paid in full on 1/13/14 at the local courthouse. When I went onto the ATS website this week to check the status of my citation, this is the information in my account as of tonight (1/23/14):

Balance Information

A uniform traffic citation has been issued. Payment must be made at the court. Your total amount due is:$264.

The balance is still listed as not having been paid. I sent the following e-mail below to ATS about this and have not rec'd. a response yet. I would like to receive a response from ATS regarding my e-mail below, so this is resolved for me. I am not comfortable with leaving things as is, with this balance still listed on my ATS account as being owed, as I have no idea what I might receive next in the mail from them. Thank you for your attention to this e-mail below:                

-----Original Message-----

From: [redacted] <[redacted]>

To: info <[redacted]>

Sent: Mon, Jan 20, 2014 8:46 pm

Subject: question

Hi,

I have a question regarding a traffic citation I rec'd. from you. I see on your website that it still says I owe payment of $264. I paid that at the county courthouse on 1/13/14, and have the receipt. When does this amount get taken off your website as having been paid?

 

I already mailed my first check in for the traffic violation almost 3 weeks ahead of the due date in the envelope you provided and it was never processed, so now I've had to pay an extra $106 in fees because of that. I don't want any more problems coming from your end that will cause me more financial fees or difficulties. When will my paid fee be removed from your website, or what needs to be done for that to happen?

 

Thank you,

Sorry, I forgot the notice #-   #[redacted], [redacted]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. 

 

Notes on your account indicate that you last spoke to...

our customer service department on 7/3/14 stating that you were able to provide the requested documentation via email. As we did not receive that documentation, no further research action was taken on this account.

 

The tolls reported to us by the Massachusetts Turnpike Authority occurred when the transponder assigned to your rental vehicle was read at several toll locations. No photos are available of the tolls since they were recorded by transponder rather than the vehicle’s license plate.

 

At this time we are unable to determine if the transponder was removed from the vehicle to which it was assigned and placed in a different vehicle and have applied a full courtesy adjustment to your account.

 

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

 

 

Best Regards,

 

ATS Processing Services

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. 

 

You were billed a $30 processing fee because the City of...

Chicago informed us of an unpaid parking citation against the vehicle during your rental. We were able to confirm that this citation was paid after the notice was sent and have waived the fee from your account, reflecting a $0 balance.

 

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

 

Best Regards,

ATS Processing Services