ATS Processing Services

Review: I rented a car from [redacted] in California. Twenty two days after the rental a charge appeared on my credit card from [redacted]. I wrote to [redacted] and they failed to provide any documentation why I received a fine; sending me in a different direction is deflecting responsibility. I find it highly unethical to charge my credit without any documentation whatsoever as to the nature of the fine. The only possibility is a highway toll charge, northbound and southbound, on the interstate between Orange County and San Diego; I don't know how that could possibly amount to US$158, including any reasonable administration fee. I can't even call [redacted], they make it difficult and once again, deflect responsibility which to me is highly unethical. A copy of their correspondence is below:

From: [redacted] Customer Relations [mailto:[redacted]]

Sent: January 30, 2015 8:43 AM

To: [redacted]

Subject: [redacted] File [redacted] Dear [redacted]:

Thank you for your inquiry. I appreciate the opportunity to review your concerns. I sincerely apologize for the delay in our response.

By copy of this e-mail I have forwarded your information to American Traffic Solutions (ATS) Processing Services as they are responsible for the administration of traffic and toll violations. You may contact ATS directly at, [redacted] or by phone at ###-###-####.

I appreciate this opportunity to provide assistance. Your business is appreciated and we look forward to being able to serve you again.

Sincerely,

[redacted].

Customer Correspondence Administrator

OKC Customer Services

The [redacted] Corporation [redacted] U.S.A.

FAX: ###-###-####

For all correspondence sent [redacted], please use the address below.

The [redacted] Corporation

Attn: Customer Relations Department [redacted] U.S.A.

statement charge:

Merchant Information [redacted] Country Code

US -UNITED STATES

Transaction Date 22/01/2015

Posted On 23/01/2015

Transaction Type Purchase

Amount $199.30

Currency US Dollar (USD)

MCC Description

TRANSPORTATION SERVICES NOT ELSEWH

Source Amount $157.30

Source Currency U.S. Dollar

Conversion Rate 1.26701Desired Settlement: If I have a violation, I'm pleased to pay my fine. Within reason, I will accept an administration fee of $15 which is what happened to me once in British Columbia, Canada with [redacted] when I crossed a toll bridge.

Business

Response:

Dear Customer, Thank you for contacting us regarding your concern. It is our goal to provide you with excellent customer service. The charges you received are for 2 tolls from [redacted] on the date of 12/29/2014, with times of 10:43am and 6:48pm. Notification of the violations were received electronically from [redacted] which is why an image was not available. After reaching out to them, they have provided us with images of the vehicle cited. These are attached for your review. The violation numbers are [redacted] and [redacted]. Each toll has an administrative fee of $15.00, with the tolls being $63.65 each. If you need any further information [redacted] Customer Service number is ###-###-#### or you may contact the ATS Customer Service number at ###-###-####. Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards

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.

Here are the toll charges, which don't come anywhere close to $63 each way:Toll BoothFasTrakToll-by-plate ExpressAccountOne-time payment[redacted]Southbound Exit and Northbound Entrance$1.00$2.00$2.00[redacted]Southbound Exit and Northbound Entrance$2.26$3.26$3.26[redacted]Price assumes 2-axle automobile.Peak: $6.65Pre/Post Peak: $6.35Off-Peak: $5.15Weekends: $4.90Peak: $7.65Pre/Post Peak: $7.35Off-Peak: $6.15Weekends: $5.90Peak: $7.65All other times: $7.35El Toro/Laguna Canyon RdNorthbound Exit and Southbound Entrance$2.52$3.52$3.52[redacted]Northbound Exit and Southbound Entrance$1.91$2.91$2.91[redacted]Northbound Exit and Southbound Entrance$1.34$2.34$2.34

Regards,

Business

Response:

Dear Customer, Thank you for contacting us regarding your concern. It is our goal to provide you with excellent customer service. [redacted] reported two violations to us with a toll charge of $6.15 plus a violation amount of $57.50, equaling $63.65 for each violation, for an invoice total of $127.30. In addition, ATS charges an administrative processing fee of $30, which breaks down to $15 per violation. As a one-time courtesy, we have refunded the full amount of $157.30. For future reference, any tolls that are accessed for this toll authority without payment must be paid directly to [redacted] within 5 days in order to avoid the $57.50 violation fees. For more information, please contact [redacted] directly or visit their website at [redacted]. Again, thank you for contacting us and we apologize for any inconvenience this may have caused.Best Regards,ATS Processing Services

ATS Processing Services collects all toll violations for the Thrifty car rental at the Raliegh Durham airport, Raleigh, NC. Recently, a new by-pass was completed in the Raleigh Durham area which has tolls. However, these tolls are unlike normal tolls found throughout the country. There is "no" opportunity to pay cash at any location. There are no signs that you cannot pay cash along the highway. If you are in a rental car, the license plate is photo ID'd and the rental company is fined the amount of the toll.

ATS Processing Services has entered an agreement with Thrifty rental to allow them (ATS) to process the fine. ATS charges an "administrative" fee of $15 for each toll violation. I received a fine for toll violations of $2.66. However, my administrative fees were $45.00.

That is outrageous. This is totally a scam and I cannot believe that ATS hasn't been ordered to stop ripping off people that go to Raleigh on business and are not familiar to the area. I refuse to rent from Thrifty again for not making me aware of the tolls but there is nothing I can do to hurt ATS but come on this website and tell the truth about this first rate scam. Whenever I see a company involved with ATS in the future, I will immediately cut ties with that business.

Review: I rented a car from [redacted] Rental Car from 12/3/15 to 12/9/15 (rental agreement # [redacted]). While in [redacted] on 12/8/15, I apparently had a parking violation for $100 (ticket # [redacted]). This ticket was not paid on time, so a $100 penalty was added by the [redacted] of Motor Vehicles, making the total owed $200. In a letter to the [redacted] Corporation on 1/14/16, the [redacted] of Motor Vehicles wrote: "Our records show that you failed to answer the listed notice of infraction within 30 calendar days of the date of issuance. Therefore, a penalty equal to the fine was added to each ticket and is reported in the total amount due." (Please note: Since November 2012, [redacted]r is a subsidiary of the [redacted] Corporation.) My understanding is that an initial bill for the ticket must have been sent to [redacted] upon which action was not taken by [redacted]. Because of negligence by [redacted] in regards to either paying or notifying me of this initial ticket, a $100 penalty was added by the [redacted] of Motor Vehicles. I received a bill from [redacted] Rental Fine (which I now understand is ATS) mailed on 2/5/16 for $230, including a $30 fee for their services, a fee which I had apparently agreed to when renting the vehicle. I disputed the bill with [redacted] Rental Fine/ATS on 2/18/16 and 2/22/16, requesting that they charge me $130 (and that they absorb the $100 penalty), because it was their negligence which caused the extra $100 penalty to be assessed by the [redacted] of Motor Vehicles. I made it very clear in both messages, that I am more than willing to pay the $100 ticket, as well as the $30 fee. I do not think I should have to pay the $100 penalty. To both of my messages, I received responses which did not seem to directly address my complaint or request, and rather appear to be pre-scripted messages. I am concerned I will be sent to collections for the $230, as I have read about this happening to other customers.Desired Settlement: 1. Reduce bill to $130, with [redacted]/ATS absorbing the $100 penalty that their negligence caused to be charged.

2. Investigate why emails from customers to ATS receive pre-scripted responses, rather than personalized emails addressing the problem at hand, which should be a necessity if [redacted]/ATS wishes to continue charging a $30 fee for their "services."

3. Revdex.com should investigate why ATS has such a falsely elevated Revdex.com Rating, because it seems the number of complaints against ATS is quite high, and their level of service quite low. My hypothesis is that the fact that ATS responds to most complaints by issuing a full refund, automatically results in a high Revdex.com rating, rather than Revdex.com realizing that the company's activities are structured to blackmail the customer into paying by quoting fine print the customer was essentially required to sign in the rental contract, and implying that a customer will be sent to collections if they don't comply with ATS' abusive billing practices.

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. 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

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 rented a [redacted] rental car. I inadvertently got on a toll road in [redacted]. There was no toll booths that I could see that I went through and did not know that I went through an automated $1 toll. I received a bill for $5.95 a month after the incident.Desired Settlement: Refund the $4.95 administrative fee.

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 $4.95.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: I was issued a fine by [redacted] over 30 days after the supposed traffic violation. I have not been able to find any proof of the violation, including the police force issuing the violation.Desired Settlement: Eliminate the charges.

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.

During your rental period the City of Cedar Rapids reported an automated speed camera citation to us. The violation was issued on 8/20/2013 at 10:45 am to a Toyota, license plate # [redacted]. The City of Cedar Rapids can be contacted by phone at ###-###-####. You may also view a copy of the citation online at www.avisrentalfine.com.

Upon receipt of any notice of violation from the City of Cedar Rapids, we make every effort to transfer liability to the driver of the vehicle. If we are unable to do so, it is our process to make payment on the violation. This is done to prevent any action from being taken against the plate, such as a motor vehicle hold or having the vehicle booted or towed.

Per the terms of your rental agreement, you were invoiced for the cost of the violation plus a $30 processing fee. As a one-time courtesy we have adjusted your account for the full amount of $105. Your credit card on file will not be charged and no balance is due.

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.

The complaint was in regard to the difficulty in finding the violation and the difficulty of speaking with anyone at the company. Also, the company gave information on following up on the violation which was contrary to what officers at the Cedar Rapids police force had told me.

Regards,

Business

Response:

Dear Customer,

We have provided you with detailed information regarding our violation process, as well as instructions on locating the violation online. The charges have also been adjusted as per the desired settlement stated in your original complaint.

There are no further actions we are able to take on this account and we apologize that this could not be resolved to your satisfaction.

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.

They have stated that: The charges have also been adjusted as per the desired settlement stated in your original complaint. How have they been adjusted?

Regards,

Review: Rental agreement [redacted], rented 8/1, and returned at [redacted], 8/11.

Charged me for tolls in locations I was never anywhere close to. This PLATEPASS charges were apparently triggered by someone that had a transponder that was NOT in my rental car.

I looked at their list of tolls. None of them were at any location near where I visited. Furthermore, the starting toll location was not within 150 miles of where I was at that date and time. The last charge was more than 200 miles away from where I returned the car at the same date and time. (Boston Logan.)

I did not have a transponder in my rental car at any time, so apparently someone removed it and transferred it to another ADVANTAGE rental car. These tolls obviously were NOT generated from a license plate, but for some reason, they got put on my rental agreement.

There apparently is a lot of confusion generated by whether a toll came from a car license plate or a transponder.

How do they know which one it was?Desired Settlement: refund all PLATEPASS charges totaling about $64.35. These were apparently incurred by another ADVANTAGE customer in a different rental vehicle.

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 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 |

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.I got an e-mail from [redacted], stating that I got a refund of $42.35.why am I not getting the entire amount refunded?

Regards,

[redacted] Her E-mail is given here:Dear [redacted], Thank you for taking the time to contact our Customer Correspondence Department. We would be happy to assist you in regard to rental agreement [redacted]. We have reviewed your account and do see that a refund of $42.35 was applied on 08/21/2015. Please allow one to two cycles for your financial institution to credit the refund. We do apologize for any inconvenience this may have caused. We are committed to providing the highest level of customer service. For additional information regarding tolls, you may contact us by email, phone, or visit our website, [redacted]. To access the account online, you will need the following login information: Rental Agreement: [redacted] / Return Date: ­­ 8/11/2015 Thank you for contacting PlatePass®. Denise D. | Customer Service RepresentativePlatePass®

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 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 |

Review: I was driving a [redacted] rental car during the week of 07/20/15-07/24/15. I was charged at 3 tolls on 07/23/15 ([redacted] Highway, [redacted] and [redacted] Plaza). The total for my entire bill is $40.75. At the time I was charged, I was at work in Silver Spring, MD. I was charged at 1:02pm, 1:45pm and 2:01pm. I spoke with a Manager at PlatePass and he was able to refund me the Administrative Fee for $24.75 but couldn't refund me the balance of $16. I received an email from PlatePass on 08/05/15 saying they needed a receipt from any food, gas or store saying that I wasn't in the area of the tolls on 07/23/15. The only document I have is my time clock sheet saying that I was at work because I didn't have any of the documents in the email, he told me that my time sheet could not work as evidence. The manager told me to contact the tolls office that charged me because it wasn't nothing he could do about the remaining balance. I called and the representative told me if I didn't have a license plate number or violation number then nothing else could be done.Desired Settlement: I would like my refund for $16 credited back to my account.

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 $40.75. 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,PlatePass® Customer Service

Review: they did not disclose complete pricing information. If they had posted the service charges CLEARLY and not on page three in the contract in small fine print I would never had used this service. Who in their right mind would pay a $14.85 admin charged for a toll that only cost $7.50 for a total of $22.35 - thats insane!

I am so disgusted with the toll admin charge you apply to using this plate pass available in the rental car. If I had known, or anyone is knowingly aware of the $14.85 charge nobody in their right mind would ever use it. Of course, you DONT display the charge on the device itself as if you did it would never be used. What a TOTAL SCAM!!! This needs to be changed as you actually reads the rental contract thats 20 pages long in small print and thats out course how you get away with this. The admin charge needs to be printed on the device itself! I can understand a admin charge of under $10 but almost $15 is ridiculous you THIEVES!!! You should be ashamed for ripping people off that this. The price needs to be POSTED on the device not in some small print. I want to be credited backDesired Settlement: I want a refund of the service/admin charge of the $14.85.

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 $14.85. 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

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: ATS charges $15 "service charge" in connection with tolls on rental cars. ATS' website says "An administration fee related to the cost of collection, and/or the cost of providing information about you to a court or governmental agency has also been billed." The $15 fee bears no relationship to the costs incurred in this matter and is abusive and exorbitant.Desired Settlement: I will pay a reasonable administrative fee that relates to the actual cost of processing the toll payments. I propose $5 per toll, or $35.

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. Thrifty offers an optional Platepass service for a small daily fee. We apologize if you were not informed of this service at the time of your rental. According to the notes on your account you spoke with our customer service department on 8/22/14, who explained the process and submitted your account for a post rental opt-in adjustment. This adjustment of $47.07 was processed today, 8/25/14, leaving a balance of $79.98. Your account will be updated to reflect this balance by 3:30pm MST today. We hope that you find this resolution to be satisfactory. Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards,ATS Processing Services

Review: I had to pick up a rental car from [redacted] in [redacted]o due to a head on collision accident. I picked up the rental car on Tuesday, June 10, 2014 at 4:30pm from [redacted] Rental located in [redacted]. I returned the car on Friday, June 27, 2014. I look at my credit statement on July 20, 2014 and I see I have a charge for $28.75 charged to my credit card labeled [redacted]/Plate Pass. I contacted their office on July 22, 2014 and they tell me that they had a toll device in the glove compartment of the rental car that picked up a wireless signal near a toll road on Tuesday, June 10, 2014 at 8:38 p.m. (I cannot remember the exact minutes the representative stated). I asked them to send me a picture of the license plate number and physical evidence proving I was near a toll booth because I know without a reasonable doubt I was not where near a toll booth and the car was parked at the time the respresentative stated they received the signal and the car was parked definitely between the hours of 6:50p.m. - 9:30p.m. on Tuesday, June 10, 2014. On June 10, 2014 between the hours of 6:50p.m. and almost 9:30p.m. the car was parked at [redacted] over 15 miles away from any toll road. I was in the physical presence of nearly 12 - 30 witnesses that can verify and testify in court that I was there and the rental car was parked due to their concern for my physical status after being involved in the accident and I was not feeling well that evening. In addition, I am faithfully at this location on a Tuesday nights for 4 years and running. In addition, I was no where near a Toll Road at any point during the time I had the rental. I very seldom go anywhere near a Toll Road unless it is absolutely necessary and I avoid at ALL cost! Upon speaking to the respresentative, she could not provide me with any clear concise information of clarity referencing the charges and personally, I think the company is a ripe off. My insurance company State Farm paid for the rental car and I should have not personally incurred any charges whatsoever. My [redacted] Rental agreement record number is [redacted] or you can use [redacted] and Plate Pass is who they utilize for their Toll Tag which falls under this company's name Corporate Headquarters [redacted] which is on Plate Pass website. [redacted]Desired Settlement: I would like my credit card cleared of the fraudlent charges. If witnesses is needed, they can be contacted [redacted] ###-###-####, [redacted] ###-###-####, [redacted] ###-###-####, Minister [redacted] ###-###-####, [redacted] ###-###-####, Minister [redacted] ###-###-####. If more names are needed for verification - trust me, we are happy to provided.

Business

Response:

Thank you for contacting PlatePass® with your inquiry. Based on research and documentation provided, 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,PlatePass® Customer Service

Review: On July 8, 2014 I noticed a $52.05 charge on my [redacted] statement for PlatePass [redacted], [redacted] AZ. I contacted the telephone number listed and spoke to Jason. He informed me that the car that I had rented drove through a toll using their easy pass in Pennsylvania. I told [redacted] that when I rented the vehicle from my local [redacted] company it is only to drive to Georgia where my daughter lives on May 23rd, 2014. I explained to him that there was no way I would go to GA. by way of PA. The date of transaction on my statement was for May 15, 2014. (I had reserved my car rental several days before picking up and prepaid via [redacted] card.) [redacted] stated that I would receive a credit for the amount on the statement in 10 business days ($52.05) and apologized for the error. So far nothing has appeared on my [redacted] statements.Desired Settlement: I would like to receive the $52.05 credit or refund. Thank you.

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 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

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. I have printed out copies of the rental receipts for [redacted]. On April 23,2014 thru April 28, 2014 I rented a vehicle from [redacted], Rental Agreement No:[redacted], Reservation ID: [redacted] and for July 14, 2014 thru July 18, 2014, rented from the same agency/company. The Rental Agreement No.: [redacted], Reservation ID: [redacted]. I will not accept the "one-time courtesy" amount of $24.75 I want the full amount of $52.05 that was charged to my [redacted] card on May 15, 2014. Thank you.

Regards,

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 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 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

Outright fraudulent. Platepass usage is not disclosed at the time of car rental and shows up as a surprise bill weeks after the return of the rental. The company gives you the run around to get your money back and, surprise, puts the burden of proof on you!

Review: I rented a car through [redacted] in Maine for a family vacation. At no time was any mention made of the existence of an [redacted] toll device in the car. While driving, we discovered that the [redacted] toll device was in the car in the glove compartment. We took out the [redacted] toll device on one occasion, but did not use it to pay any tolls and quickly returned it to the glove compartment. We paid all tolls with cash.

Upon returning from our vacation, we received two separate notices of charges claiming that we had not paid tolls at two stations in Maine on separate days. The first toll was for $3 and the second for $1.75. In addition, ATS Processing Service wanted to charge two separate $15 "Administration Fees" for the tolls, bringing the total to $34.75. I called the [redacted] and was told they had no record of either alleged infraction. I called ATS Processing Service and was told that they would bill me unless I provided receipts. I told them that as I paid cash, I of course had no receipts. When I asked about the lack of records at the [redacted], I was informed that once they (ATS Processing Service) paid the tolls on my alleged behalf, the [redacted] would remove any record of the incidents as the tolls had been paid. In other words, ATS Processing Service itself is responsible for the lack of remaining evidence at the [redacted] through which I could hopefully gather the video necessary to show I had indeed paid the tolls with cash. A helpful manager at ATS Processing Service told me she would put forward a protest on my behalf to the proper review board, which would consider my concerns and get back to me. I assumed this would be the end of the matter. Not so. ATS Processing Service never did so. Instead, I looked back at the ATS Processing Service website page and saw that ATS Processing Service had charged my credit card the full $34.75 without even informing me that they had rejected my protest. When I called again to talk to a manager, he gave me the same rationale that I did not have receipts to prove I had paid. I was told to go back to the [redacted] to get proof I had paid the tolls. When I told this manager that all video evidence had been lost because ATS Processing Service had paid the toll, I got no sympathy whatsoever.

I want a full credit for the $34.75 charged to me. I paid all tolls with cash. The helpful manager at ATS Processing Service admitted to me that sometimes that [redacted] device goes off even when in the glove compartment. It seems it is policy at ATS Processing Service not to care about this, but to instead charge everyone. I was never even informed by [redacted] that an [redacted] was in my car. This could happen to anyone (and clearly does). This business practice is disgraceful.Desired Settlement: I want a full refund of $34.75.

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. We regret that you were not informed of the Platepass service. The [redacted] transponder is located in a shielded box inside the vehicle and opening the box allows the transponder signal to be read at toll locations. We also regret that the process was not correctly explained by our customer service department as transponder tolls are not recorded by photos or video. A full refund of $34.75 has been issued to your account, which should be reflected on your credit 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

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 in terms of my complaint to the [redacted]. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

ATS Processing, as PlatePass, charged me for multiple tolls I did not incur. My initial telephone and email inquiries went unanswered. It took four months, four emails, and seven phone calls before the situation was correctly resolved.

Their website is unhelpful. There is no way to dispute a charge online. The only way to check on the status of a claim via the website is by clicking on the "Print your receipt or pay online" link, which a customer who has no intent on paying a mistaken claim would typically not follow.

Their telephone system is labyrinthine and deliberately misleading. Every option in their automated menu tries to redirect you to the website and, even once you've indicated that you'd like to dispute a charge, they keep trying to direct you to a payment line.

Their telephone operators are extraordinarily unhelpful. My complaints were frequently met with outlandish excuses about how my problems were somehow neither PlatePass's fault nor their responsiblity.

In every way imaginable, this was an awful customer experience.

Review: [redacted] has accused me of not paying a toll in one of their [redacted] in the state of NH. I provided a letter to [redacted] and have contacted them numerous times indicating I did in fact pay this 1.00 toll on the date they said I didn't pay it. I provided description of the person that took my toll funds on 3/24/2015. I have called [redacted] numerous times and also contacted the [redacted] location via telephone to ask why my rented vehicle was showing that I didn't pay the toll. When I provided the person at [redacted] for NH the license number for the unpaid toll they indicated they didn't have anything in their records as to the license number that I provided them and that I needed to contact [redacted] to obtain the [redacted]# so they can reference the unpaid charge that I was calling in regards to. When I contacted [redacted] Processing Service they indicated they didn't have a [redacted]# and I asked why the license number was not showing up at [redacted] and requested supporting documentation for what they received from [redacted] for the unpaid charge I was being accused of and they informed me that they didn't have anything they could provide me showing that they were charged for this unpaid toll. I really feel like this is a scam because they can't provide me anything showing that I didn't pay it and I am not going to keep a paper receipt for 30 days for a [redacted] toll. I paid this toll and [redacted] should refund my 16.00 since there is no record at [redacted] NH that I didn't pay it for the vehicle I was in and there is no picture or proof that [redacted] can provide showing that I didn't pay this toll. 3/20 Rec'd invoice in the mail from [redacted] Processing 3/25 Mailed letter to [redacted] and [redacted] Processing providing the description of the attendant that I gave the [redacted] to for the toll. 4/8 Rec'd call from [redacted] Processing4/8 Called back [redacted] Processing and they gave me a contact number to call [redacted]4/8 Called [redacted] and they indicated I needed **#4/17 Called [redacted] and lisc. not found

Product_Or_Service: Toll chage

Account_Number: Inv [redacted]Desired Settlement: Refund

I want [redacted] to refund my credit card back my 16.00 and I would like them to be investigated because this seems like a process where they should have a audit trail associated to this process because I am sure I am not the only customer that they are trying to do this to.

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 $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

Review: I rented a vehicle from Hertz rental car on 2/21/2014 and returned it on 2/23/2014. The rental number was [redacted]. Five months later I received an invoice #[redacted] from PlatePass that stated that the vehicle I rented was equipped with their service. This service was not disclosed to me when I took possession of the vehicle, nor was there anything posted in the vehicle regarding the service. As a result, I paid cash for 6 tolls while I was traveling. The invoice stated that I had used their service for only one toll, but their daily usage fee was $4.95 per day. I went through the same toll 6 times during my rental period. Again, this service was not disclosed to me, nor would I have wanted to use it for $4.95 per day. The total invoice is for $15.85, with $1 being reported as a toll charge. I will never rent from a vendor who equips their vehicles with this service again.Desired Settlement: I believe this is fraud, and that someone should be held accountable for this deceit. I respectfully request that the invoice be zeroed out, as I will not pay for something that was not disclosed to me, nor did I use.

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. As this toll does not accept cash, we will not be able to remove the $1.00 toll amount. However, we have forwarded your inquiry to our refund department to remove the administrative fee for the amount of $14.85 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, PlatePass® Customer Service[redacted]

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 will send you the $1.00 in the next few days.

Regards,

Review: I received a Hertz invoice for Plate Pass in the amount of $63.75 due on August 2, 2014. The invoice purports to be for a rental that I had from 5/19/14-5/23/14. For the record:

1. I never enrolled in Plate Pass and have no knowledge of the program.

2. I have not used any Plate Pass because I use my personal toll device for all tolls while renting vehicles.

3. I was 450 miles away from the area that the invoice suggests that the rental car was in.

I have attempted to contact Plate Pass several times regarding this issue including by phone, regular mail, and email. To date, I have not received any response from anyone at Plate Pass regarding this issue. Further, the fax number is inoperable. Therefore, the firm makes it extremely difficult to resolve my dispute because customer service reps have only referred me to email or fax the company about my issue.Desired Settlement: I would like Plate Pass to discontinue contacting me about tolls that I did not incur. Further, I encourage the Revdex.com to recommend that the company implement a more robust tracking system for its Plate Passes so that each Pass is in the correct vehicle at the time of rental.

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 $63.75.

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

[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

Review: In June of 2014, I rented a car with [redacted] in Orlando, FL. We were on lots of toll roads headed North. It was a huge pain paying tolls in cash, so for the trip south, I bought a toll transponder "Sun Pass" and loaded money on it. We used the Sun Pass toll lanes and the transponder I purchased was charged.

Imagine my surprise when I was hit with a $25.00 charge from [redacted]. A company I had not entered into an agreement with that apparently charged me for tolls I had already paid on the Florida toll system.

I disputed this charge with [redacted] and they have ignored me. I dispute the charge of $25.00, as I paid tolls in full and did not rely on their services. I owe them nothing; I paid these tolls without their help.Desired Settlement: I want them to refund the money that they charged me. I paid my own tolls.

Business

Response:

Dear [redacted],

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

The toll authority reported your rental vehicle driving through a toll facility without remitting the required payment amount. We understand your frustration and apologize for any inconvenience this matter has caused. As a one-time courtesy we have forward your inquiry to our refund department to remove the complete balance for the amount of $25.75. In the future please be advice we will need proof of transponder statement in order to remove fees.

Please allow up to 5 business days for this to appear on your account and thank you for your patience. For future reference you may refer to your rental agreement stating you accept responsibility for any fines and fees incurred during your rental period.

It is our hope that you find this matter to be resolved.

Thank you,

[redacted] | Monday - Friday, 6:00 AM to 4:00 PM PST |

Review: To whom it may concern,

My name is [redacted] also known as [redacted].

I had rented a car by [redacted] website and pick up the car with “[redacted]” at [redacted] please refer to the attached file “[redacted]” for details. I had driven the car between several cities in California and Las Vegas Jan 4th –Jan 11th 2015. The [redacted] had been worked well in the beginning, but it was something wrong as negative several times, stocked 2 times in Las Vegas, 2 times in Irvine area. Another time was when I keyed in the address, but shown on another character which means the touch screen wasn’t working well. It also happened the GPS guided me to wrong way to get into toll highway. I was driving nearby Santa Ana and Irvine area on the [redacted] to Ontario (see the attached file –“Map1”), but the GPS guided me to The Toll Highway- 261. It made me trouble since no cash pay and I did not know the car has “Fastpay” gear or not? I did complained it to [redacted]’s worker-the lady when I returned the car and shown to her with the video record by my friend’s mobile phone camera. The lady told me that [redacted] would take care it, and also deducted the charge of [redacted] with a new receipt (see the attached file –“[redacted]”). Recently, I received an Violation Charges [redacted] from [redacted] (see the attached file as Notice **-[redacted]).

The GPS was negative and guided me to wrong way as I told to the [redacted]’s worker. Therefore, I believe the record should be in your computer system. Please re-check it, and I should not be responsible for the charge with [redacted].

I tried to solve this problem and call [redacted] on Mar 30, 2015, ###-###-#### waiting for more than 10 minutes then they ask me to call the other number ###-###-#### after I explained them about situation, the customer service asked me to call the other number and asked me to hold it, that's why I decided to ask for [redacted] help.Desired Settlement: Hope [redacted] can help to solve this problem to adjust the bill and take care of violation charge $30.

Business

Response:

Dear Customer, Thank you for contacting us regarding your concern. It is our goal to provide you with excellent customer service. We apologize for any issues you had with the navigation system. This toll violation was transferred into your name and you may receive an invoice from The Toll Roads. Please disregard this invoice as we have paid it on your behalf. As a courtesy we have also refunded the $30 admin proces[redacted] fee. You should see the credit reflected within 3 business days. Again, thank you for contacting us and we apologize for any inconvenience this may have caused. Best Regards, ATS Processing Services

I was not in the areas (or state) where Tolls were charged, yet amounts were automatically charged. In addition, the Dollar Rental location at DCA was overbooked and took 2 hours to get a rental. I would NOT recommend Dollar car rentals and watch your credit card statements (the toll charges show up prior to the actual toll bill).