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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

      P.O. Box 613069 Ocoee, FL 34761

    • SunPass Operations / Department of Transportation

      PO Box 71237 Charlotte, NC 28272-1237

    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:01/27/2023

      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.
      received an invoice for a toll and my vehicle was or never has been at or near the toll reader location. in fact at that time i was out of state and this vehicle was in my garage and i am the only driver. i disputed the incorrect invoice and never had a response. thereafter i received a second invoice with an add on penalty. so as to avoid complications i paid the total **** "under protest" as written on my check.there are over ***** misreadings of plate number per month from sun pass according to news reports. due to the small amount most just remit and the employees at sun pass realize this.i am looking for a refund of **** from sun pass.my original invoice number is *********. my last dispute correspondence number is *********.

      Business Response

      Date: 01/31/2023

      The customers complaint has been addressed and the resolution is to his satisfaction.

    • Initial Complaint

      Date:01/18/2023

      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.
      Filed a dispute on 1/12/23 regarding a toll invoice received from epass bill by plate even though I am a sunpass account holder for tolls incurred on 11/26/22. I spent 2 hours on hold to file the dispute after being hung up on the first time I called after being on hold for a previous 2 hours. They said I would be contacted within 3 business days by phone AND email to let me know the result of the dispute. I was never contacted. I called sunpass again on 1/17/23 and was placed on hold for an hour before being informed that my dispute was denied. When I asked the reason why, they said my license plate was not linked to my account. This was a lie. They then verified that my license plate had been linked to my account for more than 13 months prior to the tolls incurred on 11/26/22. I asked them the reason again why my dispute was denied and they then said it was because my account was not current. This was also a lie. My account was current and on auto-replenish and they had charged my transponder three separate times for tolls on 11/26/22 in the 10 minutes prior to the tolls incurred on the bill by plate invoice. They had no explanation for why my dispute was denied and why I was never contacted in regards to the results of the dispute.

      Business Response

      Date: 02/02/2023

      Contacted customer via email -provided ********************** act information and reason why a CFX invoice-Provided spread sheet with detail information.Customer unresponsive since 1/28

    • Initial Complaint

      Date:01/13/2023

      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: 01/18/2023

      Customers dispute has been resolved satisfactorily. Customer was informed over the phone and via email.************* will keep my contact information.

    • Initial Complaint

      Date:01/12/2023

      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,

      ****** And ******************************

      Business Response

      Date: 01/12/2023

      Customer has been contacted and is satisfied with the resolution.

    • Initial Complaint

      Date:01/03/2023

      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.
      I have only driven to ******* the weekend of July 4th 2022. While driving through *******, I paid cash for toll at the toll booth. For the past several months, Sunpass has been billing me for unpaid toll. I have received several bills in which I have made payments. I continue to receive the same bill with the same picture of my car and tag on the bill. However, I continue to receive bills for the same charge. And each bill contains fees and the fees continue to increase. I believe I am being charged for tolls I have already paid for. I want Sunpass to send me an itemized statement of the charges and payments. Because I have paid over and over again in full and over the amount. I want Sunpass to stop sending me bills.

      Business Response

      Date: 01/06/2023

      We have spoken with the customer and her concerns are being addressed.

    • Initial Complaint

      Date:12/29/2022

      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:

      After several telephone calls, the 3rd person I spoke to stayed late after hours and attempted to address the issue but did not have the authority to make the necessary changes, so we made arrangements to have someone contact me the next morning.  I was contacted the next morning by a 4th person and the problem was resolved to my satisfaction, the problem attributed to a computer error.

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

      Sincerely,

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

      screwed up somewhere. Got nothing back but the canned "The account will be reinstated once the balance is paid IN FULL. Is there anything else I may help you with?".Yes. I will pay the tolls, Sunpass absorbs all fines and fees. Simple resolution, right? But no, they refuse, they stonewall, in the face of all the evidence.

      Business Response

      Date: 12/30/2022

      Customers concerns have been addressed and resolved to his satisfaction.

    • Initial Complaint

      Date:12/28/2022

      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.
      Received two invoices 1sr 784674571 on 11/9/22 2nd ********* 12/9/22.called18888655352 sp with ******. They are picking my tag tfm6461 instead of person running tolls. Who I was told tagis tsh6461 and refuse to make note on account created in my name I was never in fla. And to attach the correct tag to acc117462083 and that person's name. Please help me. Or I will contact a lawyer. Get my name removed please. And they need a new camera.can fax invoice if needed.

      Business Response

      Date: 12/29/2022

      Assisted customer on 12/29/22 and resolved her concern.

    • Initial Complaint

      Date:12/21/2022

      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.
       
      Complaint: 18622843

      I am rejecting this response because:
      the problem has not been solved.  Sun Pass charges the citizen and does not pay the ******* ******************  creating an unnecessary situation for the citizen of a double bill.  They claim a negative account when paid in full.  Violation of consumer laws scamming citizens.  ******** has countless reports of fraud and mismanagement of money like this.  It should be removed once and for all and just make ******* completely E-Pass.  Sun Pass is not reliable.  If we do not obtain a positive relationship, we will be contacting consumer services and again another report will be made with the evidence of the fraudulent transactions of this company.  SIMPLE
      Sincerely,

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

      Business Response

      Date: 12/28/2022

      Made several attempts to contact the customer via email and over the phone. The customer has not responded.

      Business Response

      Date: 01/10/2023

      The customer has been assisted within the limits of our policies and regulations. He requested that we stop the communication with him.

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

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