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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

    • 171 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:03/25/2025

      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.
      Florida's toll by plate payment portal has been consistently broken or unavailable, and Sun Pass and the Florida Department of Transportation have not *****ed leniency on repayment timelines despite this. Despite multiple attempts over the course of the month of February to pay a 6.92 toll accrued on 2/28, both online and via phone, I was unable to repay my toll until today, 3/25. I called the number posted on their enforcement invoice 7 times with the intention of paying but the call was ended without allowing me to enter my information online. Additionally, I attempted to submit my information on their website 5 times before I was finally today able to successfully complete my transaction. By the time I was able to pay, $3.50 had been added to my bill in late fees. This amounts to a 50% late fee that was charged despite being their infrastructure being unable to accept my payment after 12 separate attempts. In addition to a refund for this late charge, resolving this complaint will require that Sun Pass and **** conduct an audit of all other instances of fraudulent overbilling and refund all others impacted, and ***** deadline extensions to future toll enforcement charges when their own infrastructure is not equipped to receive a charge.

      Business Response

      Date: 04/04/2025

      The customer's concern was addressed. Customer was grateful for the service provided.

    • Initial Complaint

      Date:03/17/2025

      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.
      In August of 2023 I received a bill from SunPass, for my car license plate, totaling $472.33. I paid the total via ****** and I have a record of this payment on Aug 11, 2023. SunPass said my account was in good standing after that. *** had the same license plate all this time. I also have the SunPass transponder in my car and I keep my account paid. Randomly, out of the clear blue, SunPass suddenly sent me a bill for $454.55. I called them because its clearly an error, my account has been in good standing for over a year and I have never changed license plates. The person on the phone told me the charge was from 2022 or 2023. I told her I paid over 472 dollars in Aug of 2023, and she pulled it up in her system. She then said she cant help me because she doesnt know why the charge is there, just that its old, and I needed to contact them via email for help. I did so; and I received and email back stating my inquiry was closed, but nothing was done and no one ever spoke to me!!! I disputed this charge with my bank and they proved its invalid. Now SunPass is AGAIN trying to bill me and there is a -430$ balance in my account and I need help because this is a completely bogus charge and no one there is willing to help me or fix it. Please take this charge off my account. Remove this erroneous charge.

      Business Response

      Date: 03/21/2025

      the customer's concern has been addressed. the customer understood the information provided and expressed her satisfaction with the outcome.  

    • Initial Complaint

      Date:03/10/2025

      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.
      On 01/03/25 and 2/03/25 I was notified by SunPass of a new toll charge in the amount of $24.39 for Account#: **********, Invoice#: *********. My ********************** Account Number is ********* and the above mentioned account does not belong to me.On 01/10/25 and 2/14/25 I contacted SunPass and provided a complete list of my vehicles information without any success.

      Business Response

      Date: 03/18/2025

      We have communicated with the customer several times and we are waiting for documentation from him so that we may further assist.

      Business Response

      Date: 03/26/2025

      We arrived at an explanation of what happened that was satisfactory to the customer.

    • Initial Complaint

      Date:03/06/2025

      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,

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

      Business Response

      Date: 03/10/2025

      Contacted Mr. ****** and addressed his concerns.

    • Initial Complaint

      Date:02/19/2025

      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.

      I've answered emails from ******* J ****** (Special Resolution Department - Sunpass) two times. It seems he has spam filters activated against my email domain, because he is not receiving my responses.

      On his first e-mail, ******* offered to intervene with **** on my behalf. I tried answering him, accepting his help and sending him the info he asked (Toll receipts and rental agreement), but it seems he is not receiving my responses.

      Can BBB forward him the files in annex.

      Thanks,

      **** ******

      Business Response

      Date: 02/24/2025

      We have emailed the customer 3 times on 3 different days, offering to assist with his issue, but there has been no response. We will be happy to help him in any way we can if/when we hear from him. 

      Customer Answer

      Date: 02/24/2025

       
      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,

      **** ******

    • Initial Complaint

      Date:02/07/2025

      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.
      I have been a ******* resident since 2004. Have lived at the same address since 2004. I have paid for multiple Sunpass for 22 years.The association that we live in made a contract before homes were sold that we had special requirements that had a discounted plan. *************** Annual Pass 1. ******************** may not be done online. 2. Physical proof of residency must be presented at time of purchase and renewed annually.3. Pass must be purchased in person at ********************* #1.Associated to a transponder The vehicle is associated to a transponder and receives the pass benefit Can buy up to 5 passes for $15. (Each additional pass will cost $15)Eligible for free sticker transponder Proof of residency required The "Resident" Pass is only available to residents of ************, ************** and properties behind **************, ************* and BaCopa Properties.I had checked off all the special requirements, they told me, no that I couldnt purchase the passes, I had to purchase 5 transponders for $16.00 a piece. (Special requirements:Eligible for free sticker transponder, she responded 1 sticker, had to have an upper management sign off on it but she wasnt available. Nowhere does it state that you have to buy 5 transponders from Sunpass. The structure of Floridas toll system makes it impractical to deal with their employees as well as Sunpass app, 800 # etc. yet they can send your unpaid tolls in to the *** and put a hold on your registration. They have my address they know this tag was on my acct and continued to send to collections. This should be illegal. They change rules frequently with no communication. The do computer upgrades it messes up peoples accts, they never fix it. You as a Sunpass holder have to pay for their mistakes and no remorse. It needs to be addressed. They shouldnt have that much power.

      Business Response

      Date: 02/13/2025

      RESOLUTION
      2/10 Called the customer & left a message.
      2/11 Called the customer & left a message.
      2/12 Sent an email requesting a call back.
      2/13 Customer is unresponsive. Issue can be reopened.
      Customer was provided the correct information at the ********************* on 2/07/2025

    • Initial Complaint

      Date:01/27/2025

      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.

      Sincerely,

      ******* ***

      Business Response

      Date: 01/29/2025

      We have contacted the customer to provide an update.

    • Initial Complaint

      Date:01/21/2025

      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 just received an invoice from ****, invoice # **********, in the amount of $92.35 for charges incurred in early 2024, namely February, March and April of 2024 that just posted on 12/11/2024. I have no way of remembering where I was driving almost a year ago and if these charges are correct. In addition, I have an IPASS which should work in ******* and I should not be receiving this invoice. Thank you

      Business Response

      Date: 01/22/2025

      We contacted the customer and resolved the issue to her satisfaction

    • Initial Complaint

      Date:01/16/2025

      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.
       
      Complaint: 22818569

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 01/20/2025

      Customers concerns have been addressed with Ms. **********

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

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