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 Local Branches.

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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

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:05/28/2023

  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 Wednesday may 24th I noticed I hefty $25 charge in the sunpass account. I called and was placed on hold. During the hold, I realized this was a charge for entering the wrong account number. In disbelief, I asked the rep if this is correct and she said yes. I told her that prepaid accounts do not work this way. They either get loaded and you get 25% off or they get declined you have zero balance and you don't get the discount. I would rather pay by plate than get ripped off and get told to stay off toll roads. My complaint isn't about paying tolls it's about their unreasonable fee and their lack of customer service. When she told Me to avoid tolls I told Her she is only saying this because surpass is a monopoly she got furious and from then on everything went downhill. No one wanted to help me and everyone kept saying stay off the tolls.

  Business Response

  Date: 06/09/2023

  06/09/2023 Received approval response back from management
  Processed reversal credit amount $25.00, back to customer PRIVATE account *********,
  Spoke w/ ******************************* @ **************,
  Advised **********************, credited NSF amount $25.00, as a one-time courtesy, per management approval
  Back to his SunPass account, presently shows he has a positive balance ($15.77)
  Asked ********************** was there anything else that I can help assist with.
  Asked ********************** was he satisfied with the outcome of his issue w/ the BBB
  *************************** advised yes he was satisfied, and he thanked me for my help.
  Noted BBB website regarding customers complaint / ID # ********
  Sent courtesy confirmation email to: ************************
  Provided my contact information and availability for any future assistance.
  Closed Issue

• Initial Complaint

  Date:05/23/2023

  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.

  In the month of ***** I had 184 toll transactions. Per the bill that went into effect in ******* starting January 1st 2023 50% of my toll transactions will be refunded. They are refusing to give me the money back from my transactions in *****. I received the credits from January February and March. It's is now May 23rd and I still have not received my credits for ***** and after talking with a supervisor I still have not been able to get the toll relief credit

  Business Response

  Date: 05/26/2023

  We contacted the customer and provided him with the credit he is due under the terms and conditions of the Toll Relief Program.

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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,
  
  *********************d exit manually through *** parking garage and also they can see my Sunpass Express Lane activity from ************* to ***** and back during that same timeframe. My car can't be parked continuously in the *** garage and driving the express lanes down I95.I reached out to them again on 05.11.2023 since there was no resolution in 2 business days and got the same vague answer from the agent. When you try to call, you only get a survey and can't actually navigate through the prompts to speak with someone.

  Business Response

  Date: 05/19/2023

  The issue was resolved to the customer's satisfaction. 

• Initial Complaint

  Date:05/07/2023

  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 have had a Sunpass account for several years. I recently ordered a new transponder for a new vehicle. I received a letter from Sunpass in a completely sealed envelope within a week or two. Upon opening the letter, it was apparent that the transponder (sticker) was removed from the letter. My personal bank account is tied directly to this account and it is set up to automatically reload when funds get low. Coincidentally, I can no longer access my account to see if the transponder has been used or if my account has reloaded automatically. Id like a refund for the cost of the transponder I never received and someone should look into whoever processed my request because I suspect theft is involved. I would also like a refund for any charges associated to this transponder because I never received it. I will need to order another transponder once I can access my account again. ********************** is closed on the weekend because I tried to call them today.

  Business Response

  Date: 05/09/2023

  We have  tried to reach this customer by phone to address her concerns and advise her what actions have already  been taken on her behalf. We have not heard back from the customer

  We are now sending an email and hope she makes contact . 

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair 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: 05/02/2023

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

• Initial Complaint

  Date:04/29/2023

  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.

  My name is ***************************** and I would like to file a complaint against sunpass tolls today 4-29-23 about 8 days ago I called sunpass to find out why they have charged me with in a 2 week period $180 I was told by the rep that they will take care of this and will credit me the amount due today is 4-29-23 and they have charged me another $60 dating 5-2-23 why and how I dont know I just told a screen shot of my bank statement to have as proof of this charge Ive been working in the same place for the last 22 years and on average I use about $60 a week so on average $240 a month sun pass have charged me over $350 in 3 weeks and is charging me before the date is even here yet someone needs to investigate this company and help the average hard working citizens who work hard to get to work and from work every day and deal with the traffic so that sunpass can take advantage of them its unfair and not right that we get treated like this Im not asking for any hand outs just for someone to help me with this matter they cannot continue to get away with these things I use the tolls I just want to be charged for what I use which is on average $60 a week not $120 its becoming ridiculous please someone help me

  Business Response

  Date: 05/01/2023

  The customer has been provided documentation showing toll usage.

• Initial Complaint

  Date:04/28/2023

  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 paid my toll charges last night. invoice was $194.92. the website charged me $352.00. Filed dispute with sunpass online. This morning sppoke to customer svc rep. they tell me that I have to wait 5 days to get my money back. I explained that that the amount drafted was half my pay check and I needed the money right away to pay my bills. Nothing could be done. I was explaining that something is seriously wrong with their website to charge a different *** than you owe.!

  Business Response

  Date: 05/03/2023

  5/3/2023 - communicated with the customer and addressed her concerns.

• Initial Complaint

  Date:04/26/2023

  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.

  *** passes have used my account to cover other people's payments, they have charged a fine saying they are mine they have paid more than 200 dollars, in the last 9 months they have charged me tolls on cars that do not belong to me, after complaining they went to my bank account is withdrawn from my account unauthorized money

  Business Response

  Date: 05/01/2023

  The issue was resolved to the customer's satisfaction. 

• Initial Complaint

  Date:03/29/2023

  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 continued to charge me after the stop date on my rental. Im disputing I put in a STOP DATE AND TIME on the rental vehicle after March 5th. The charges after March 5th belong to that vehicle owner. You can't stick that on me, I flew out of ******* March 5th. Do I need to write to the BBB etc for recourse? Almost 60 dollars recharged on my account are not my tolls. Why have a stop date and time on a rental vehicle if you're going to continue to insist I'm responsible for the charges, after the stop date!?

  Business Response

  Date: 03/31/2023

  We are unable  to leave voice mail message so we left two emails on two separate days. We would like to speak with this customer

• Initial Complaint

  Date:03/27/2023

  Type:Order 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.

  Paid an invoice in full June 2022 and in January 2023 sunpass sent me to collections. I provided a bank statement showing the funds were paid to sunpass and they declined my dispute. They refuse to locate payment by the reference number amount or anything. Told me I have to pay the funds again plus more fees that were added after it was already paid.

  Business Response

  Date: 03/28/2023

  Contacted the customer over the phone and provided all the information found of the two accounts under her name. The customer was not satisfied with the outcome.