Frequently Asked Questions
How do you know that I generated this toll?
This notice was sent based upon information provided to us, as the registered owner of the vehicle, from a municipality or toll road authority. The information - based on the date, time and vehicle - indicates that you were the renter.
How can I pay my toll?
If you paid for your car rental with a credit card or debit card, we would directly charge that credit or debit card listed on your rental agreement. There is no need to do anything else.
You can also pay for your toll or violation online at https://www.enterprise.ca/citationPayment
or by mail. If this is your preference, mail your payment and citation number (indicated in our letter) to the following address:
Enterprise Rent-A-Car Citations
PO Box 4033289
Atlanta, GA 30384-3328
Can you send me the actual toll notice?
The letter we sent you includes details about the date and time, as well as the location of the incident. However, since we typically receive only electronic notifications - which reduce processing expenses and time delays - paper copies of tickets or violations generally, are not available.
Why have I received a letter directly from local authorities about a toll?
In some locations, Enterprise works with local authorities to transfer liability for violations and tolls to the responsible car rental customer. When this occurs, customers pay for their violations or tolls directly to the local authorities. However, our standard administrative fee still applies.
Why am I being charged now after my rental period has ended?
We depend on government and toll agencies for all information related to tolls and other violations. In most cases, that takes one to four weeks - although, in some circumstances, it may take even longer. Our goal is to notify you so that you are alerted as soon as possible. Under the terms and conditions in your rental agreement, you are responsible for all costs, fines, violations and tolls - as well as an administrative fee we charge for processing and billing.
I had my personal transponder in my vehicle, so why am I being billed?
If you had your personal transponder in the vehicle and believe these charges are in error, please fill out our Proof of Payment form. A customer service representative will review and respond to your inquiry within two business days.
Why am I getting multiple bills for the same rental period?
Our billing system notifies you about each individual toll or violation.
Why are you charging me a fee?
We apply this fee to all costs our affiliates and we incur for citations and tolls and their administration.
Send Appeals to: citations2@em.com
Attach one of the following documents:
- Proof of payment to the issuing agency
- Bank/Credit card statement showing agency name and amount paid matching the violation fee
- Copy of a cashed check
- Receipt from Issuing Agency
- Proof of a clerical error
- Proof of whereabouts
Note: We do not accept time cards, work schedules, or screenshots from the agency’s website of citation showing zero balance.
How do you know that I generated this violation or toll?
This notice was sent based upon information provided to us, as the registered owner of the vehicle, from a municipality or toll road authority. The information - based on the date, time and vehicle - indicates that you were the renter.
How can I pay my citation or toll?
If you paid for your car rental with a credit card or debit card, we would directly charge that credit or debit card listed on your rental agreement. There is no need to do anything else.
You can also pay for your toll or violation online at https://www.enterprise.ca/citationPayment
or by mail. If this is your preference, mail your payment and citation number (indicated in our letter) to the following address:
Enterprise Rent-A-Car Citations
PO Box 4033289
Atlanta, GA 30384-3328
Why am I being charged for a violation I already paid to the issuing municipality?
If you believe the charges have been paid, please email the following information to citations2@em.com
Can you send me the actual violation notice?
The letter we sent you includes details about the date and time, as well as the location of the incident. However, since we typically receive only electronic notifications - which reduce processing expenses and time delays - paper copies of tickets or violations generally, are not available.
Why have I received a letter directly from local authorities about a violation?
In some locations, Enterprise works with local authorities to transfer liability for violations and tolls to the responsible car rental customer. When this occurs, customers pay for their violations or tolls directly to the local authorities. However, our standard administrative fee still applies.
Why am I being charged now after my rental period has ended?
We depend on government and toll agencies for all information related to tolls and other violations. In most cases, that takes one to four weeks - although, in some circumstances, it may take even longer. Our goal is to notify you so that you are alerted as soon as possible. Under the terms and conditions in your rental agreement, you are responsible for all costs, fines, violations and tolls - as well as an administrative fee we charge for processing and billing.
Why am I getting multiple bills for the same rental period?
Our billing system notifies you about each individual toll or violation.
Why are you charging me a fee?
We apply this fee to all costs our affiliates and we incur for citations and tolls and their administration.
If you are receiving an invoice to pay, and recently had an insurance, dealership, or body shop rental, please note the amount that is being billed to you has been denied or has gone unpaid by the third party.
If you believe this is incorrect, we recommend contacting the third party directly.
Either party may remit payment online.
Renting a Car After an Accident
Does my insurance company cover a rental car after an accident?
Select the brand you rented from, then follow the search instructions. If you are unable to locate your rental, you can reach out to our department.
https://www.enterprise.ca/en/reserve/receipts.html
https://www.nationalcar.ca/en/sign-in.html
https://www.alamo.ca/en/reserve/past-trips-look-up.html
TollPass website
Select the brand you rented from, then follow the search instructions. If you are unable to find the charges then you can contact our citations department for further assistance.