Renter Question

PlatePass^® Response

1.      How does it work?

·         Customers automatically opt in to use PlatePass when they use the SunPass^® Only or E-PASS^® toll lanes. When rental cars use these lanes, the toll system identifies the car and charges the posted toll to the Rental Agreement.

2.      What does it cost?

·        You will be charged the cash or pay-by-mail toll rate, whichever is higher, as published by the toll authority, plus a service fee per rental day to a weekly or monthly maximum. If the rental is for multiple months, the PlatePass fees will only apply for the month when the PlatePass service was actually used. For example, if the car is rented for a two-month period, and PlatePass was only used during the first month, the fees will not apply to the second month. The month starts on the first day of the rental. You will be charged approximately 10 days after the rental car is returned. See your rental agreement for additional information about service fees.

3.      Why am I being charged a service fee?

·         The fee pays for the convenience of the program.

4.      How am I being charged for this service?

·         The service fee is applied on a rental day basis. Only one daily fee for the entire day until midnight, regardless if 1 or 50 tolls are incurred during that day. The renter will not be charged an administrative fee for more than 5 days during a 30 day period, although tolls will be charged at the posted cash rate.

5.      How do I get a receipt or view my charges?

·        You can access a receipt online and view your toll activity at www.PlatePass.com. You will need your rental agreement number along with your rental return date.

6.     Where can I use PlatePass?

·        Anywhere you see a signed SunPass^® Only or E-PASS lane. If you enter a cash only or coin lane, then the renter will have to pay cash. There are about 650 miles of toll roads in Florida and over 150 toll locations. The chances of using a toll road are high. For SunPass^® roads you may visit www.sunpass.com and/or www.oocea.com.

7.      Why should I use PlatePass?

·         Speed and convenience. With PlatePass, you don’t need to wait in long lines to pay cash so you can get where you are going faster.  There is no risk to use PlatePass as you are only charged if you go through a designated toll lane.

8.      What if I am paying cash and I don’t have a credit card on file?

·         You can still use PlatePass.  A paper invoice will be sent to you approximately 10 days after the completion of your rental.

9.      How do I sign up for PlatePass?

·         Every rental car is PlatePass ready. No pre-enrollment or sign up is required.  No further paperwork is needed and you do not have to stop at the Hertz counter.

10.   Do SunPass^®/E-PASS^® holders get a discounted toll rate?

·         Renters are charged the posted cash toll rate.

11.   Where else can I use this program?

·        Colorado, Florida , North Carolina, the Greater San Francisco Bay Area, Texas, Washington and Puerto Rico
PlatePass enables rental car customers to avoid waiting in toll lines to pay cash or coins by using EXpressToll lanes in Colorado, the SunPass Only and E-Pass designated lanes in Florida, North Carolina Quick Pass, EZ TAG (non-gated) lanes in Texas, and Good to Go in Washington on State Road 520 Bridge and Tacoma Narrows Bridges only, as well as the AutoExpreso in Puerto Rico. In the Greater San Francisco Bay Area PlatePass is available on the following Bay Area Bridges: Antioch, Benicia-Martines, Carquines, Dumbarton, Golden Gate, Richmond-San Rafael, San Francisco-Oakland Bay, and San Mateo-Hayward. This means that a customer renting in any state throughout the U.S., can use PlatePass while traveling on toll roads in Colorado, Florida, North Carolina, Washington and Texas. PlatePass uses a transponder in the Northeast U.S. The service will be coming soon to other major toll markets.

12.  What Telephone # can I call if I have a question about my rental bill?

·         Hertz Customer Service: 1-888-777-6095
Advantage Customer Service: 1-888-333-0754

13.    What Telephone # can I call if I have a question about PlatePass^®?

·         PlatePass^® Customer Service: 1-877-411-4300.  You may also visit the PlatePass^® website at www.PlatePass.com.

14.    What happens if I rent a car for a long period time?

·         You may end up having your charges broken up into more than one invoice.

15.    What if I have my own tag and/or transponder?

·         If you bring your SunPass^® transponder with you in the rental car during the trip, PlatePass will not be used or activated.  It is in your best interest to call and notify their toll company (SunPass^®: 1-888-TOLL-FLA) if they will be using their transponder in a rental car along with the vehicle details.  If the transponder is broken or not mounted properly on the windshield, the transponder will not be activated or read by the toll system when you pass through the toll lane.  In this case, you would be charged for the toll through the PlatePass service.  Although not possible, if you feel that you have been double billed by SunPass^® and PlatePass, you can contact Hertz customer service at 1-888-777-6095.

16.   I heard a buzzer go off after I went through a SunPass/E-PASS lane.  Is there something wrong?

·         Insome of the ramp lanes in Orlando, a buzzer will go off as you drive through the tolling point.  This buzzer indicates to a SunPass^® user that the SunPass^® transponder is not working.  Because the PlatePass process happens after a customer is past these lights, there is no reason for a PlatePass customer to respond to them.  In fact, it is dangerous to slow down or to stop in a SunPass^® lane.  No violation will be issued as the license plate that is captured on the video camera will be associated with the rental agreement and PlatePass service.

17.   Why don’t I see a green light when I go through the SunPass lane?

·         The SunPass^® tolling systems in Florida are set up for SunPass^® transponder use. The green and red lights and buzzers at the plazas help you understand if there is something wrong with your transponder or account. Because the PlatePass process happens after you are passed these lights, there is no reason for a you to respond to them.