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Business Profile

Toll Booth

SunPass Operations / Department of Transportation

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SunPass Operations / Department of Transportation's headquarters and its corporate-owned locations. To view all corporate locations, see

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SunPass Operations / Department of Transportation has 3 locations, listed below.

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    • SunPass Operations / Department of Transportation

      7941 Glades Road Boca Raton, FL 33434

    • SunPass Operations / Department of Transportation

      PO Box 71237 Charlotte, NC 28272-1237

    • SunPass Operations / Department of Transportation

      P.O. Box 613069 Ocoee, FL 34761

    Customer Complaints Summary

    • 171 total complaints in the last 3 years.
    • 42 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/02/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** T *******collection agency for their ****** desired solution is for Sunpass to stop sending me this bill. I have provided them with the information for the correct recipient. In their latest response, they have chosen to ignore that information.

      Business Response

      Date: 05/08/2025

      We spoke with the complainant and resolved the issue to his satisfaction

    • Initial Complaint

      Date:04/30/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Continuation of complaint:
      I am trying to get a refund of $100 from SunPass after closing my account.  After a couple of months of back and forth with Sunpass including multiple phone calls and emails with several agents, 4 different Supervisors, one Manager I have reached a dead end.  My last contact was with a manager with a promise of a call back from another manager within 2 business days,after a week still waiting for that call.
      Everyone at SunPass has a robot type of response.  They cite their policy, state my refund has been sent and I should contact my bank. My response to this is that they sent a refund to an account I can no longer access and cannot receive funds, I explained this when closing my account so they were aware this method would not work and would leave my money in cyberspace, however they proceeded anyway citing their policy and system.  I have contacted my bank but I do not have the account number so they cant do anything.  ********************** wont give me the credit card account number citing they do not have access to it, which begs the question how were they able to process a refund.  A simple solution would be to charge the account refunded $100 and then send me a refund.  SunPass states they cant do this.  Im sure if it was their money they were trying to recover they would have found a solution by now.  How can a company be allowed to operate with a system/policy set that is not sophisticated enough to accommodate such a simple task?  ********** just restates policy and does not even acknowledge they understand my needs are not being met.  They simply point out we followed our rules we did our duty talk to somebody else to get your money back.  In addition, they cannot even reply when they state they will.  Aside from the refund I would like this issue raised to them, their system/policy needs an adjustment and their customer service is totally inadequate.
      Thanks,
      ***** ******told the same thing a case would be opened with another department they had to investigate. This time I got a reply the same day stating the refund was sent your case is closed. I still have not received a refund not sure why my case would be closed. Called again Apr 4, 2025 same story we have to forward to another department they will get back to you. No reply. Apr 25, 2025(3 weeks this time no reply) Spoke to Supervisor then a manager, told again their policy refund can only be sent to original form of payment, and they would have to open a case with another department to investigate. Everyone I spoke to repeated their policy regarding refund to original form of payment, I stated to all the agents I no longer have access to the the original account and can't receive the funds. I called the gift card bank, they stated they cannot recover the account without the account number which I don't have. Don't have enough space to finish. Sunpass won't give me money back citing their

      Business Response

      Date: 05/05/2025

      I have called and emailed the customer on 5/5/25 and provided a resolution.

      Customer Answer

      Date: 05/05/2025

       
      Complaint: 23266795

      I am rejecting this response because: All they did was restate what they have already told me. Nothing to fix my case. 

      Sincerely,

      *********** ******

      Business Response

      Date: 05/06/2025

      I have communicated with the customer today, 05/06/25, and provided a resolution.

      Customer Answer

      Date: 05/06/2025

       
      Complaint: 23266795

      I am rejecting this response because: They offered the same resolution as yesterday which still does not solve my issue. Their system needs to be addressed. A person should be able to dictate how a refund is received. Citing our system and policy only allows for one method is inadequate and fails to accommodate the needs of all of their customers. ********************** has yet to address this or take any responsibility. 

      Sincerely,

      *********** ******

    • Initial Complaint

      Date:04/18/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Company Name: SunPass / ******** Turnpike Enterprise Location: *****, ** My business, **************** rents trailers. I am being wrongly billed for tolls from a renter (********* ******), despite having submitted proper documentation including a signed rental agreement, renter's driver's license, and trip history tied directly to the rental dates.Florida Statutes ******** and ******* allow liability transfer when documentation is provided. I submitted all required evidence, yet SunPass continues to ignore my dispute and holds my business financially responsible.I have: Submitted multiple disputes (Service Request #*********** and #***********) Sent all documents via certified mail to SunPass and FDOT (confirmed delivery) Reached out to FDOT, FDACS, and tried contacting SunPass via email, but SunPasss system rejects emails and they have not responded to my certified letters.This is hurting my small business. I am requesting that the toll charges be properly transferred to the actual driver, as allowed under Florida law. If SunPass refuses to correct this, I will be forced to pursue legal action.Thank you,**** ******* ?? ************ | ?? **********************

      Business Response

      Date: 04/22/2025

      The customer was contacted, and the issue was resolved to his satisfaction.

    • Initial Complaint

      Date:04/16/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *** *******service request including documents from the Department of Motor and Vehicles (DMV) showing when the license plate was canceled or surrendered, or you may submit a letter from the Department of Motor Vehicles stating the license was never registered to you. You may mail the documentation to P.O. ***********************, fax it to **************, or upload it by logging into your account online at ******************************. If you have further questions, please call the *********************** at ************** Monday through Friday 7:00 am-7:00 ***** begin with, I do not have to cancel or surrender a temporary tag (piece of paper) that was given to me by the dealer when I purchased my car in 12/27/2024.VDOT Smart Tag should provide pictures of the car to support the charges of tolls in ********! My car is a KIA **** 2016 and I have never been in ********!

      Business Response

      Date: 04/24/2025

      Reached out to the customer and provided a resolution.

    • Initial Complaint

      Date:04/08/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** ***********

      Business Response

      Date: 04/10/2025

      Contacted Mr. *********** to address his concerns

      Business Response

      Date: 04/11/2025

      Contacted Mr. *********** to address his concerns

    • Initial Complaint

      Date:04/07/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I keep getting a text to pay this ticket. I have paid all my Ez pass. Would like contact business to see where ticket is from. The text I am receiving come from a 12 digit phone number. I suspect it is a scam. Send back that I have paid all my passes no response. No contact information at all saying if I dont pay there will be consequences. Attached is the text I get SunPass Final Notice:You have an unpaid toll. Failure to remit payment by March 29, 2025 will result in penalty or legal *************** now:****************************************************** (Reply "Y" to this message, then exit and reopen the **** or copy and paste it into your Safari browser and open it)Immediate action is necessary to avoid penalties and enforcement actions due to delayed payment.Thank you for your cooperation.Thank you for your help.*** ********

      Business Response

      Date: 04/11/2025

      We confirmed to the customer that the text message she received was a scam and did not come from us.

    • Initial Complaint

      Date:04/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I would appreciate if sunpass can add an additional credit to my account in the amount of 100 dollars for all the headache this has caused when the transponder should never have been charged in the first place 

      Sincerely,

      ****** *********

      Business Response

      Date: 04/17/2025

      The customer was contacted, and the issue was resolved to his satisfaction.

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** *******riend whom has stated she has also had a similar issue with Sunpass. I just want the Sunpass discounted rate applied instead of the full rate and will pay any outstanding amounts owed. Something is not right about what they are doing here and just want this resolved as it has been an issue for too long.

      Business Response

      Date: 04/02/2025

      We have spoken with the customer and provided resolution.

    • Initial Complaint

      Date:03/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/27/24 a vehicle no longer registered to me went through the SunPass toll. This plate was cancelled through the *** in 11/2024 due to divorce. I was billed for this transaction. I submitted a ticket through the SunPass portal on 1/27/25 ticket number 1-12910671084. This is still open and I am receiving collections notices. This bill belongs to ********* ****** at ******************************************. The legal documents were provided to SunPass.

      Business Response

      Date: 03/28/2025

      3/28/25-We have spoken with the customer and have addressed his concerns. 

    • Initial Complaint

      Date:03/27/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a $0.73 charge from ** Quick Pass in February for a toll fee on US 74 on 12/26/2024 @ 2:32pm (M14). I have a Sunpass account and was charged by Sunpass for the same mile marker and time; therefore, the ** Quick Pass charge should NOT have billed. I called ** Quick Pass to dispute the charge and remove from the account. ** Quick Pass directed me to Sunpass because I have an account with them and ********************** would manage the charge on my behalf with ************. On 2/19/2025, I called Sunpass *************) and spoke with an account *** for 25 minutes about the situation who confirmed I shouldn't be charged and created case #*************. She said it would take 1-2 weeks to process and I would recieve an email confirmation. Received an invoice dated 3/9/2025 for $37.73 ($0.73 initial + $6 fees + $25 penalty). I never recieved an email so I called Sunpass back on 3/12/2025 and spoke with another account *** for 12 minutes. She pulled up my case, confirmed it should be reimbursed and I should recieve an email within a few days. I asked for Supervisor and she said that wasn't possible and to look out for the email. It's 3/272/25 and still no email. At this point, I can't spend any more time and resources dealing with the customer service team and ** Quick Pass keeps billing me late fees. Would like BBB to step in and assist please. My Sunpass account # is ******** and license plate #************* you,Concerned Consumer (**** ******)

      Business Response

      Date: 04/07/2025

      Customer was assisted by **** and NC QuickPass  according to our procedures.

    SunPass Operations / Department of Transportation is NOT a BBB Accredited Business.

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