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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

Find a Location

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

    • 170 total complaints in the last 3 years.
    • 40 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:08/14/2023

      Type:Service or Repair 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.
      For the last four months, Sunpass has been charging my account for someone elses car going through. I believe its *************. I sent them a copy of my registration and they told me to delete it from my account. Theres nothing they could do for me my car is never been through the toll if they look at the pictures my car is a 2013 jeep grand Cherokee and they told me that the car thats going through the tolls is a Chevrolet why they cant credit my account Total incompetence

      Business Response

      Date: 08/17/2023

      ***************** misread transactions from ************* toll authorities were resolved on 8/17 satisfactorily.

    • Initial Complaint

      Date:07/28/2023

      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.

      Sincerely,

      ***************************** phone and I was never told I needed to provide any specific documentation. Nevertheless about a month after I first contacted Sunpass, my case was closed due to insufficient proof I have provided e-mails from sunpass with proof of when I entered and exited the garage. Yesterday when I called to ask for the remaining $15 I was told again that Sunpass would reach out to the airport for clarification on why only $45 was refunded, even though I have demonstrated I was only parked for 2 days which only cost $30.

      Business Response

      Date: 08/11/2023

      I have spoken with the customer and resolved her concerns on 08/08/23.

    • Initial Complaint

      Date:07/25/2023

      Type:Billing 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: 07/28/2023

      The customer's concern has been addressed, at the customer's satisfaction.  

    • Initial Complaint

      Date:07/04/2023

      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.
      Thank you for your time and effort regarding this, I truly appreciate it! 

      Sincerely,

      ***************************ficient funds in that time period so an insufficient funds fee would not be possible. I was able to verify this on my own by looking at my online bank account and I do not see at all that this Sun Pass toll was ever actually charged. After speaking with my bank's representative, I called Sun Pass back again, spoke with another customer service representative and asked to speak with the supervisor. I talked with ****, the supervisor, who for the third time, verified my payment information was correct and told me to file a complaint with Sun Pass and submit a picture of my account balance during that time to prove I did have sufficient funds. I did this and on Friday, June 30 I received an email back from Sun Pass denying my claim that a mistake on their end was made and that I would need to take up the matter with my bank. The representative from my bank also reminded me that if there were insufficient funds in my account I would have been charged a fee as well- I was not.

      Business Response

      Date: 07/19/2023

      Notified customer on 07/17/2023 and 07/19/2023. Awaiting response.

    • Initial Complaint

      Date:06/30/2023

      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,

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

      Business Response

      Date: 07/06/2023

      The customer has been assisted to her satisfaction.

    • Initial Complaint

      Date:06/21/2023

      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.

      Sincerely,

      Duo *****

      Business Response

      Date: 06/27/2023

      A refund in the amount of $6 has been processed. The customer entered on January 14th with a ticket but their SunPass was accepted as well.  Spoke with *************,advise refund of $6 has been completed towards the balance of his SunPass act-Customer thanked me for the assistance.

    • Initial Complaint

      Date:06/14/2023

      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.
       
      Complaint: 20183463

      I am rejecting this response because:
      There were no invoices for the ****. It was put on my account after they removed a collection fee that should have never been placed on my account.  This is a money hungry company.  All reviews show the same pattern with other customers!
      Sincerely,

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

      Business Response

      Date: 06/14/2023

      The customer's concern was addressed.

      Business Response

      Date: 06/16/2023

      The customer was contacted and was provided all the information requested.

      Customer Answer

      Date: 06/20/2023

       
      Complaint: 20183463

      I am rejecting this response because:  Proof of charge was not provided.  No one looked into it and nothing was resolved.  I didn't receive a refund, nor an apology. 

      Sincerely,

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

    • Initial Complaint

      Date:06/11/2023

      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.

      Sincerely,

      ***************************at ********** Bch, and driving the same route. There are express lanes to the far left, that later merges into one, however the lane while no longer being an express lane, still has cameras above it, which should be illegal. The SunPass rep advised me that my violation is a toll violation. I advised her there are no tolls on I-95 from ********** Bch, to my exit at 595. I need to have this resolved, as I do not want to continue being charged for violations I never violated.

      Business Response

      Date: 06/12/2023

      Customer was contacted and satisfied with the resolution provided.

    • Initial Complaint

      Date:06/06/2023

      Type:Billing 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: 06/08/2023

      I have spoken with the customer on 6/8/23 and provided a resolution.  

    • Initial Complaint

      Date:06/05/2023

      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.
      A recent dispute was submitted to Sunpass **************** to advise that I was being fraudulently charged for transactions related to not riding in the express lane on I-95 North. When driving on I-95 N the express lanes were two and now one. The lane that closed is still active. I have attached photos to show that cameras in the inactive lane are still billing commuters who are NOT in the actual express lane. I submitted a request to Sunpass to alert them of this error and my cases were closed without a resolution. Please provide the refunds for request **************************** in relations to account #********.

      Business Response

      Date: 06/07/2023

      6/6/23-We made contact with the customer who indicated she was satisfied  with the outcome.

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

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