Business Profile

Toll Booth

SunPass Operations / Department of Transportation

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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

Customer Complaints Summary

170 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:10/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
The situation didnt get resolved and the lady said there is nothing that she can do or help me with so what should be my next step what else can I do?10/6/23 and thats when I spoke to **** and after speaking to ****, he couldnt help me so I asked his supervisor which was ***** and she said unfortunately yes if youre negative in your account you will have to pay ***** and also pay Sunpass and I was upset and I said thats not right that ***** and Sunpass both charge me for the same tolls but separately, she said I know, but thats how it is so I left out and now Im making a complaint because it is horrible that they are allowed to rip people off even though we are already struggling and my husband is a veteran and I have to go and deal with economy going up and now I have to worry about my license being suspended because of the $534 balance that I owe to Sunpass because ***** didnt pay them and they said I dont pay it by October 10,2023 that is gonna suspend my registration but I dont even have that money and thats why I took out a loan before to pay off my balance so I dont know where they think that us working people gonna have money to pay both ***** and Sunpass for the same toll, so could you please help me resolve this matter and remove the $534 off what they saying is my past due amount I. Sunpass
Business Response
Date: 10/13/2023
Spoke to customer on 10/13/23, addressed her concerns and provided a resolution.
Customer Answer
Date: 10/20/2023

Complaint: 20706356

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 11/05/2023
I rejected the the reason why they get to charge the customer instead of going after the people that really own them the money which in this case was ***** because they was the one that ******** the money for the tolls that I paid so that why I feel like I should get double charged for the same tolls that they should not have the right to rip people off in this was especially with the economy right now and my husband is Retiring veteran, and we dont have Money to just give the toll both twice for the same charge thats why I will like them to remove it
Business Response
Date: 12/14/2023
Responded directly to customer today, 12/14/2023, advising again that ***** SunPass and CFX/****** manage separate toll roads and any unpaid tolls are invoiced separately by their respecting agencies. Any payments made with CFX/E-Pass would not have been applied to the toll invoices billed by *****SunPass. The ***** SunPass tolls in question are not double charges. I have provided her with documentation detailing the toll activity for her to review.
Customer Answer
Date: 12/18/2023
Yes it is because if I go though till the all say sunpass and ***** on the toll both and I pay back the toll on ***** why then I have to pay the tolls on sunpass if its the same charge
Customer Answer
Date: 12/19/2023

Complaint: 20706356

I am rejecting this response because: Yes it is because if I go though till the all say sunpass and ***** on the toll both and I pay back the toll on ***** why then I have to pay the tolls on sunpass if its the same charge

Sincerely,

*************************
Initial Complaint
Date:10/05/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 10/5/23 I called SunPass to investigate why we're still receiving randiom unpaid invoices through Lee County when the license plate is registered in our ********************** account. At first, the representative deflected providing assistance, stating that SunPass isn't responsible for paying LeeWay tolls. When I insisted they were, he begrudgingly continued the call by claiming I added the license plate to my account after the toll transaction on 9/13/23, which was another reason he couldn't help me. When I asked why tolls for that plate were paid on on previous transactions dating back to 06/27/23, he accused me of being argumentative, refused to respond to my inquiry to review the older paid tolls and hung up on the call. I was not allowed to disagree with the person representing SunPass regardless of the validity of the concern. After all that time on hold and presenting facts, the issue remains unresolved and tolls remain unpaid.
Business Response
Date: 10/10/2023
Spoke with **************, explained how SunPass works and processes and she understood. She is new handling the act-She was satisfied with the information provided and will keep my contact information in case any future questions.
Initial Complaint
Date:09/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Sunpass is billing me for tolls dating back November ************************************************************************************************* my household. I have submitted multiple claims to Sunpass to resolve this issue and Sunpass has deemed that I am still responsible for the toll charges. I have explained and provided proof to Sunpass that this vehicle (which is registered in the **************, but incurring ******* toll charges) does not belong to me, nor have I ever had any affiliation in the **************. Sunpass still denies my claim and has sent the outstanding balance to a collection agency to attempt to collect the debt from me. I believe that I should not be responsible to pay for tolls that are not mine and I feel like Sunpass has tried to take advantage of me in this situation by pressuring me to pay the invoice.
Business Response
Date: 09/28/2023
Customer was informed on 9/25, she needs to provide a full Police report for further assistance-SunPass is waiting for the document.
Initial Complaint
Date:09/12/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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: 09/28/2023
This was attached to this complaint by us on 9/14/23
9/14/23-we have made contact with the customer and have resolved this matter to his satisfaction
Business Response
Date: 09/14/2023
9/14/23-we have made contact with the customer and have resolved this matter to his satisfaction
Business Response
Date: 09/28/2023
on 9/14/23 we added to this site-we have made contact with the customer and have resolved this matter to his satisfaction
Business Response
Date: 09/28/2023
on 9/14/23 we added to this site-we have made contact with the customer and have resolved this matter to his satisfaction
Initial Complaint
Date:09/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Dealing with issues with Sun Pass and the *** have only been resolved after filing a BBB report since trying to resolve it by email or phone will get you nowhere. I have had issues over the years and suspect others have had it to with double billing whether through SunPass or cash. I constantly get bills in the mail when taking my truck through a toll and pay with cash. I started collecting receipts from the toll booth operators while using that vehicle and every time after paying cash a few weeks later I get a bill in the mail. This happens every time and they put the burden of proof on you either show your receipt or pay. I have no problem showing them the receipt since I get one every time but this almost seams like a scam. This is the second time *** wrote a BBB complaint with these entities (SunPass and ***) and find it odd that previous BBB complaints arent in the BBB website when researching. It almost seams like someone is covering it up. For example when you look at 2021 and 2022 theres only a few but years ago when filing my complaint I took screen shots of hundreds of complaints. I think one of the biggest issues is that if a person doesnt pay this fee a private company can cancel their registration using the state, seams odd.
Business Response
Date: 09/15/2023
We have resolved this issue with the customer.
Business Response
Date: 09/12/2023
9/12/23-We have spoken with the customer about his concern
Initial Complaint
Date:08/30/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Issues officially began July 28, 2023 when I requested to close my account due to having a credit of $135.16. From this time frame on throughout the next approx. 21 days per employees/supervisor working at Sunpass I was given unnecessary run around to received said credit. (have email correspondence of deposits call logs/times of calls about this) I wasn't given explanation during the beginning of this process how the funds would be disbursed back to me. Only to have multiple emails of different amounts of deposits that did total the $135.16, however, that's not the biggest issue. When I called mid July to inquire about tolls/credit/why tolls aren't being paid from account, explaining there has to be tolls paid as I use them primarily the west bound parkway toll and I still had this outstanding credit, (I verified car tag) Still offering to pay because I honestly thought tolls were out there somewhere. I was still advised by Sunpass I had no outstanding tolls to pay and it's credit on my account, they even when as far as advising me to contact Hillsborough County Toll Enforcement being I was so adamant and pretty much sent me on a wild a** goose chase (**** confirmed I didn't have anything either) so I finally had enough and requested the account be closed and funds be reimbursed. Now, with tag renewal they are saying I have an outstanding balance which totally negates all this hassle endured and sure enough I have an invoice from sunpass with approx. this amount to pay towards tolls(?) which I was reimbursed?? Something is off. I offered countless times to pay said tolls from said sunpass account that YOUR personnel insisted I did not owe. This is ridiculous. Requesting a formal audit and investigation into this matter ASAP because they also told me I am receiving a paper check in the mail for around $4.00 from a few years ago linked to this account within the next 45 days but It will cost more to issue paper check/postage to get to me. Why not electronic?
Business Response
Date: 09/14/2023
Customer called back-provided call reviews-Adjusted INV act -Customer agreed on 9/08 paying online-Has not yet.
Business Response
Date: 09/05/2023
SunPass received the complaint on 8/31/23 and customer had been fully refunded to her credit cards on 8/15/23.Customer was contacted three times as required ,but unresponsive..
Initial Complaint
Date:08/26/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 bill showing a car with the license plate 97B GLP. I drive a 2015 ********* Fiesta with license plate 96B GLP. They need to bill the correct person.
Business Response
Date: 08/28/2023
Found to be a plate misread. Forwarded the toll charges over to the correct registrant. Customer is not responsible for recent toll charges. Notified customer on 08/28/2023 to advise. Awaiting response.
Initial Complaint
Date:08/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 had to update my payment information within SunPass since my card information was stolen. I entered my bank account info so it could automatically withdraw from my account, only to find several days later (2) $25 non-sufficient funds fees added to my SunPass account. I called in to dispute this, and they informed me it was an issue with my bank. I then called my bank, who had no record of these transaction attempts, and confirmed I had plenty of funds in my account at that time. I then opened several cases over email with SunPass to dispute this, which were closed with no resolution (and ultimately the same terrible canned responses). I called again today to have my issue escalated, only to be informed that there is no reverting these charges, and that this is my fault because I entered the bank information incorrectly. The problem I have with this is I entered my bank account information as instructed on the website, only to find out TODAY (over a month later) that I entered the information wrong by the customer service manager and that I have to pay the fees.I will pay for the tolls that I went through. That is all. I will not pay non-sufficient funds fees for a poorly designed website portal where a user is allowed to enter banking details in the wrong format, and then charge irrevocable fees as a result. My bank account had plenty of funds at the time that SunPass went to withdraw them from my account. I can provide my checking account statement for the entire month of July for whoever wants to review it to verify this. But I will not pay these fees, as this is is a SunPass user interface issue, and the representatives I have spoken to clearly have no understanding of that fact.Thank you for your assistance in this matter of removing these fees from my account.
Business Response
Date: 08/28/2023
The customer was assisted, and the issue was resolved to his satisfaction.
Initial Complaint
Date:08/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 went through a toll bridge in *******. We did not have cash. I was instructed by the toll booth operator to mail my $4 check and given a card with instructions and an address to send it to. I sent the payment right away when I got back home to ****. They cashed the check as evidenced by the attached check screenshots. A short time later I received a bill in the mail for ****. The original $4 plus a $2.50 charge. I disputed this, I was denied. So, I paid the $**** but disputed it again. I was denied again. I attached screenshots of these denial emails. I attempted to call the customer service, it is impossible to speak to a human being. Sure hope I dont have to pay it a third time. Dont ever go to ******* without cash!! I know its not a lot of money, but its the principle of the matter.
Business Response
Date: 08/25/2023
We resolved the issue to the customer's satisfaction.
Initial Complaint
Date:08/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 toll ticket in February. When I went to pay the online service said that if I start an account it would take off the admin fees and future fees would also come out. It was $10. So I set it up, on February 28 they took $10.45 out of my account. I received another violation in June. It was suppose to come out of the $10 but didn't. I assumed it was because I got the charge outside of ************. I paid it. That charge was $4.62. I received another violation(this time in ************) in July, that's when I realized there is a mistake on their end. When I got this violation it states that I only paid $3.62. I also am not able to log into the account I set up. It states that none of my information is correct(I use the same information for everything). So I filed a complaint. The return email said that they seen about the $4.62 and would fix it( it was not credited to my account), but did not help me with the account. He did give me an account number but again it says that is incorrect. The guy closed out the email so I could respond. I have called and left several messages with no results. Well yesterday I got another bill just for admin fees for another $2.50 when I didn't even use the toll. So there has been 3 admin charges which shouldn't be there, I never got the dollar credit, and the $10 has vanished. This all in the same car, so it is under the same plate number.
Business Response
Date: 08/25/2023
We spoke with the customer and resolved the issue to her satisfaction,

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