Toll Booth
SunPass Operations / Department of TransportationThis 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
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 ComplaintThe 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:12/30/2024
Type:Service or Repair IssuesStatus: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: 12/30/2024
12/30/2024 - The customer was contacted and provided a resolution.Initial Complaint
Date:12/20/2024
Type:Product IssuesStatus: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.
they contacted me via phone to let me know a refund was successfully processed then kindly forwarded me an email confirmation.
Sincerely,
******* ******Business Response
Date: 12/26/2024
The customer's concern has been resolved, and the customer expressed his satisfaction with outcome.Initial Complaint
Date:11/27/2024
Type:Billing IssuesStatus: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 HAS NOT POSTED MY PAYMENT MADE BACK ON *****. I FILED A CASE TO DISPUTE CASE NUMBER IS ************ request number 1-12457037210 . Thank you for contacting the SunPass ************************ We have received your document. Based on our review, a payment of $***** was received and posted to your account. Please note that when you make a payment through the collection agency, it may take up to 7 business days to reflect in our system. If you received a new invoice with the old pending balance and the new outstanding balance , it is more likely that the invoice was generated before the payment was processed. I RECEIVED A NEW BILL AND I STILL SHOW OWING $46.88! THE ***** STILL IS NOT REFLECTED IN MY BALANCE. THE ONLY CHARGES SINCE I PAID THAT **** IS FOR ***** WHICH TOTAL $3.80. THAT IS ALL I OWE! PLEASE CORRECT THIS AND SEND ME A CORRECTED INVOICE! THANKSBusiness Response
Date: 12/04/2024
12/4/24-spoke with the customer. She states she paid both accounts and was going to make a call to confirm this. I asked her to please provide me with an update as we do not see any payment made for one account as yet. I am waiting to hear back from the customer. This dispute is still being worked.Business Response
Date: 12/06/2024
12/5/24-The customer was asked again to provide proof of payment. There are two accounts. One has been partially paid and the other still has a balance. I promised that once I receive her proof of payment , I will investigate to see why the payment did not post to the account. We have not had a response from the customer. The customer denies she owes anything to us. I emailed her the account numbers with the plate and the balance owed.Business Response
Date: 12/09/2024
We are closing this issue. The dispute will be re- addressed upon receipt of requested documentation.Initial Complaint
Date:11/26/2024
Type:Service or Repair IssuesStatus: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.
Complaint: 22610071
I am rejecting this response because: I want to know why as well I never recieved a bill for the invoice that is in collections with an attorney they sent it to. Also I called the attorney wanting to know who it was from and they never called back after I left message. I am not paying a third party I will pay sunpass not the third party. I want an apology from this supervisor for the way he spoke to me. Also lying to me about the * pass situation. This is not a way to handle a business letting people get talked down to. I want a bill that I never recieved as well. I will pay sunpass not some third party.
Sincerely,
****** *********ates they say I did not pay when it clearly shows I have paid all of my tolls. They said they sent me a bill and I never recieved a bill in that amount.Business Response
Date: 12/02/2024
Sent an email with all the information regarding five accounts,spreadsheets and invoices.
Customer called back. She received my email and has no problem paying. The reason she contacted BBB, is the Supervisor call she had on 11/26/2024.Customer felt mistreated and wants management to take further steps and a call back with the outcome.I will request a call review and a call back.provided information on her acts-We sent one act to collections-
We had a nice conversation. Customer appreciated all the information and thanked me.
She will be waiting for a call back.
Business Response
Date: 12/09/2024
Customer concern was addressed.Customer Answer
Date: 12/09/2024
Complaint: 22610071
I am rejecting this response because:
Sincerely,
****** *********i am not excepting what they are saying to me and I told her that today on phone. I never recieved a bill before it was sent to collections. I was spoken to rude and disrespectful. I have not got an apology from the rude supervisor and I am not paying a 3rd party I have been scammed before. She said she sent me copies but that does not explain why I never got a bill sent to me. I always pay all my bills all of them. I went through all the bills and that one is not there.
Initial Complaint
Date:11/22/2024
Type:Service or Repair IssuesStatus: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 logged into the website to remove a car we just sold and found that there are charges related to a vehicle that is not mine I have never owned. I filed a dispute regarding the license plate that is attached to said vehicle and got a denial letter back, referencing a different completely different license plate that is not on this vehicle in which the tolls were assigned to. When I called and talk to an agent, I was told there was nothing that could be done because the claim was denied even though it referenced a completely different tag. This is fraudulent billing. I have asked that they close the account, and they have refused to. Sunpass will need to contact the FL DMV to find the owner of that tag which they can pull the *** and associated the charges to that person. I can't it's not my car. , *** never owned that car. Also, I just logged in and the pictures of the car have been removed. I grabbed a screen shot for proof the car is not mine.Business Response
Date: 11/26/2024
The customer was contacted, and the issue was resolved to his satisfaction.Initial Complaint
Date:11/19/2024
Type:Customer Service IssuesStatus: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,
******* ********ave called multiple times and cases have been opened by supervisors stating that the GA *** will not give me anything saying this isnt my car/tag. The cases continue to get closed saying I need to provide a letter stating the vehicle was never registered to me. GA *** will not provide this. I have tried to get it! The only thing they will give me is a list of cars with tag numbers that are registered to me. SunPass says they cant use it because its not on a letter head from Georgia ***. Ive repeatedly tried to explain to them that the GA *** will not provide any documentation. They repeatedly tell me that I have to go to the *** to get proof that the car/tag has never been register to me. Theres nothing I can get to prove my innocence with this bill and SunPass will not provide me any documentation showing that the GA *** says its registered to me. I paid tolls last year and this year when I used toll roads in *******. I have no problem paying what I legitimately owe.Business Response
Date: 11/21/2024
We have spoken with the consumer and he expressed he is satisfied with our response.Initial Complaint
Date:11/19/2024
Type:Product IssuesStatus: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.
Dear SunPass Customer Service,I am writing to address ongoing issues with tolls and balances associated with my account. I have not lived in ******* since 2023, and I do not have an active SunPass account, yet I continue to receive notices and alerts about unpaid tolls and ************** provide some background:**** 2021, I paid approximately $900 in tolls to clear a registration hold from prior years, including balances from the ***** *********** 2023, I made an additional payment to settle any remaining balances, allowing me to successfully renew my registration in November.3.Despite this, I am now being told in 2024 that I still have unpaid tolls dating back to 2021.I am extremely confused as to why these balances are resurfacing. I have not received any detailed invoices or proof of these alleged tolls. When I contact customer service, I am not provided with clear information or documentation to substantiate the claims. This lack of transparency has made it difficult to resolve the matter.I kindly request that a member of your management team contact me to review the following:A detailed breakdown of all tolls and balances associated with my account.Proof or documentation of any unpaid tolls being claimed.Clarification on why this issue continues to arise despite my previous *********** is crucial to resolve this matter promptly, as it is causing unnecessary stress and confusion. Please let me know the next steps or provide a direct point of contact for further assistance.Thank you for your attention to this matter.******** Sims *****Business Response
Date: 12/04/2024
I contacted the customer on 11/25/24 and discussed her concerns.Initial Complaint
Date:11/17/2024
Type:Billing IssuesStatus: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,
***** *****esolved. Thank you for your assistance.Business Response
Date: 11/20/2024
11/19/2024 - communicated with Mr. ***** and provided a resolution.Initial Complaint
Date:11/08/2024
Type:Billing IssuesStatus: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,
******* *****ith an email. Neither happened. I called again on 9/27 and spoke with ***. Everything was in a hold status as nothing was done yet.I called yet again on Tuesday, 9/29 and spoke with a supervisor named ****. At this point she advised me that on 9/29 our account was sent to collections despite our trying to have this worked out and waiting on Sunpass to do what they said they would do on our behalf. She said she would contact upper management as to what happened as it was to be sorted out in 2-3 days and she would have the collections flag removed and have our account expedited to be fixed. Later that same day I called back and spoke with ***** who told me it would take an 7-10 days for an additional call to be reviewed. I have many more dates with calls and nothing that happened to help us. I called today and spoke with a manager. They have no calls from my phone number at all. Totally not credible. I have a lot more calls to note but space on here will not allow me to write more.Business Response
Date: 11/13/2024
The customer's concern has been addressed to the customer's satisfaction.Initial Complaint
Date:10/31/2024
Type:Service or Repair IssuesStatus: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: 11/01/2024
The customer's concern has been resolved at the customer's satisfaction.
SunPass Operations / Department of Transportation is NOT a BBB Accredited Business.
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