ATS Processing Services

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,

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 $31.85.   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 |

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 that they removed the hold on my name from the list.  However, the second issue that I reported in my initial complaint has not been resolved yet, which is "2) Correct the issue -- undo/remove duplicate charge on my previous rental record."  

First, I have not received any email on 9/23/14 regarding the issue.  I use gmail and I don't think there is any chance for [redacted] to miss any email.  Please forward me the email that you sent to me on 9/23/14.

Second, yes, I was not informed of the Plate/Toll system as well as the potential fees/charges that would incur at the time of your rental.  That was my first trip to Florida and the agent should've been clearly explained it to me.

Most importantly, I have already paid all the fees in full on my first receipt of the notification mail regarding my violation for the first time.  What I don't understand is the reason why another set of violation transactions were made on my name even after two months after from my trip.  As in my initial complaint email, there are duplicate transactions and they still have not clarified these duplicate charges.  I would pay any pending fee if they could provide me all photos of my car with violation date and time together with the camera location with GPS, which corresponds to each and every "duplicate" transaction.  If they are not able to provide me such a proof, I believe there is no reason for me to pay any fee for the duplicate transactions because the only reasonable explanation for the duplicate charge is their system errors.

I would like to make a point that I'm very much willing to pay any pending charge RIGHT NOW if the duplicate charges (around $60 or so) were correct and can be justifiable.  I'm not spending so much of my time on contacting to the company, filing a complaint to Revdex.com, and writing this reply email, simply in order to save $60 or so -- It is really really tiny bit of money.  What I'm trying to achieve here is to correct what is not right, and hopefully to receive an apology from the company about making me spend my time to correct their mistake and their system error, as well as any inconvenience that occurred during my last trip due to this issue.  Again, money itself is not even a problem AT ALL.

Regards,

Dear [redacted],

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

 

Vehicles that do not have a valid toll transponder are identified and placed into...

violation review. As your rental vehicle was registered with PlatePass®, the toll authority simply charged for the proper toll amounts. Without this service costly toll violations could have been issued. PlatePass® is pleased to have avoided inadvertent violations on your behalf.

 

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

 

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

 

Hertz offers the PlatePass® Service for $4.95 per rental day ($24.75 max per rental month), plus tolls if PlatePass® is activated during your rental period. The details surrounding the PlatePass® service are contained on page 3 of your rental contract.

 

PlatePass® is an automated electronic toll payment service that enables rental car customers to use high speed, cashless toll lanes to avoid having to stop and pay tolls with cash.

 

We are committed to providing the highest level of customer service and apologize for any inconvenience this situation may have caused.

Regards,

 

PlatePass Support Specialist

Dear [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 toour refund department to remove the complete balance for the amount of $281.45. Please allow up to 5 business days for this to appear onyour account and thank you for your patience.   For further information please refer back to page threeof your rental agreement contract.It is our hope that you find this matter to be resolved. Thank you, [redacted]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.  As a one-time courtesy we...

have forwarded your inquiry to our refund department to reduce the administrative fee for the amount of $4.95. 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

I am happy to accept the adjusted balance of $0.26. I will pay promptly.

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.Thank you for your help.

Regards,

Dear [redacted],

black; font-family: "Verdana","sans-serif"; font-size: 9pt;">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 $45.00. 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,
ATS Processing Services

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,

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 $33.35. 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 Customer, Thank you for contacting us regarding your concern.  It is our goal to provide you with excellent customer service. Unfortunately the [redacted] does not allow us to transfer liability of citations to the driver of the rental vehicle....

Therefore, we are required to make payment as soon as possible in order to protect our client’s vehicles from being booted, towed, or suspended at the motor vehicle department. As a one-time courtesy, we have issued a refund in the full amount of $175. You should see this credit reflected back to your card in 3-5 business days. Again, thank you for contacting us and we apologize for any inconvenience this may have caused.  Best Regards, ATS Processing Services

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. 

 

The tolls reported to ATS by the Florida DOT were captured on video and assigned to license plate number[redacted]. After researching the account, we determined that an error was made as that license plate is assigned to a [redacted]’s computer system but the vehicle in the images was a White Nissan.

 

ATS receives all rental information electronically from the rental agencies and while we are not aware why the license plate file was not updated, we have made [redacted] aware of the discrepancy with this plate.

 

Your signed rental agreement states that [redacted] employs ATS, a third party processing company, to handle any tolls, parking, or traffic citations on their behalf and that the renter of the vehicle will be responsible for all charges and processing fees via the credit card used to secure the rental.

 

We allow 15 days from the mailing date of our notices for the renter to submit a different form of payment before the credit card on file is charged. Our notices also list our toll-free customer service phone number and website should customers have any questions or disputes regarding their invoice. Disputes are sent to our skilled research team and, if found valid, refunded within 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 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's response says that they cannot find my case.  I sent the contract information to the company and to the Revdex.com.  There is no reason why they should not be able to find my complaint.  I recently received another email regarding this claim, but they now state that the violation was in [redacted] and the original  claim  was [redacted].............neither one is correct.  i am  demanding the car's tracking information to prove that this is a false claim.  I have also contacted the State Attorney General to open an investigation to explore other possible false charges made to renters.  

Regards,

Dear Customer,

Thank you for contacting PlatePass with your inquiry.

We have processed your refund request as a one-time courtesy, in full.

Thank you for bringing this matter to our attention.

Best Regards,

Business...

Analyst

PlatePass LLC.

I rented a hertz car in July in Colorado. I was never told I would incur toll charges or service fees from the rental company for toll roads. Not one toll plaza I passed was occupied or open to allow for payment. I am from the southeast and have never heard of plate pass. I just received a bill 2 months later with toll charges and service charges for which I was never made aware. The rental agreement does not give any quote for plate pass fees. I would have declined plate pass and payed the tolls had I even been aware of such a thing. This is a complete SCAM and should be stopped. How the company can be rated an A by the Revdex.com with over 500 complaints is beyond me.

Dear [redacted],

We have removed the entire PlatePass administrative fee as a one-time courtesy.  Please allow 3-5 business days for transaction to complete.

The tolls reported to us by the toll authority on 1/31 are video tolls.  Again, please submit any documentation, such as receipts or bank statements showing you not in the area of the tolls on these dates to [redacted] or fax to ###-###-####. Upon receipt we will gladly review and refund as necessary. 

The toll accessed 2/4/14 is ORT or Open Road Tolling – there is nowhere for you to be charged or pay cash.  When we say you were charged, it means PlatePass was active in your rental vehicle ( activated 1/31 when the VIDEO tolls were accessed ) so your credit card on file would be automatically charged when you drive through an open road tolling location.  If you provide an email address, I would be more than happy to provide you with the image of your rental vehicle that was captured by the toll authority.

We are committed to providing the highest level of customer service and apologize for any inconvenience that this issue may have caused.

Regards,

 

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 toour refund...

department to remove the complete balance for the amount of $64.35. 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 Ms. [redacted],   Thank you for contacting the Thrifty Toll and Violation Processing Service Center in regard to Notice Number [redacted]. We have attempted to contact you via telephone and left a voicemail to verify information in order to get your request resolved.  Please contact us at your earliest convenience at the number provided.   We apologize for any frustration with this process and look forward to your response regarding the offers above.   Thank you for choosing Thrifty.   Alicia R.| Customer Service Representative Thrifty Toll and Violation Processing Service Center Phone: ###-###-#### | Fax: ###-###-#### [redacted]@atsol.com | www.thriftyrentalfine.com

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.  As a one-time...

courtesy we have forwarded your inquiry to our refund department to remove the complete balance for the amount of $24.75. Please allow up to 5 business days for this to appear on your account and thank you for your patience.  It is our hope that you find this matter to be resolved. Thank you, PlatePass® Customer Service

Dear Customer, Thank you for contacting [redacted]® with your inquiry. Unfortunately, we are having difficulties locating the specific account for the amount of $25.35. To better serve you, we request that you provide the following information:...

 ·         Rental agreement number.·         Last four (4) digits of the credit card number that was charged.*·         First six (6) digits of the credit card number that was charged.*·         Expiration date of the credit card number that was charged.·         Date the credit card was charged for the [redacted] expense. *To access your account by credit card number, the last four digits are required. [redacted]® exercises exhaustive security measures to ensure your information remains private. Upon receipt, we will immediately continue to review the details and nature of your inquiry to provide timely resolution. [redacted]® is committed to providing the highest level of customer service and apologizes 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]® Customer Service[redacted].com[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |