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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:10/30/2024

      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 had an active transponder with E-PASS and that Sunpass was double billing me. Sunpass never sent me an invoice and when I talk to them today, they had the wrong address on file which they updated. Sunpass sent me to collections for 7$ that they say was billed three years ago. I tried to file dispute (. request number 1-12389886494 ) It was ignored. Employee (devonte p1015 ) was extremely rude and unhelpful. When i contact the collection agency , they said i have to contact sunpass to dispute but i when i contact sunpass they tell me to dispute with collection agency , interest on $7 has grown over 500% . I have an transaction history and paid statements with e pass showing that i have active account during the time sunpass was trying double bill by toll by plate

      Business Response

      Date: 11/08/2024

      I spoke with the customer today, 11/08/2024 and addressed his concerns.

    • Initial Complaint

      Date:10/28/2024

      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,

      **** ********as an error on my part by putting in the wrong plate number, they don't give refunds. I asked where in the policy did it state at ** I read the policy and nowhere did it state it. they didn't want to give me or tell me which session on the policy those it states since that was there reasoning for me losing out on my money. lady said since it was my fault they were not refunding me the money. so basically, stating who ever plate I paid off got lucky. I provided proof of receipts that I paid both plates and that it was an innocent mistake, I was off by one letter and didn't feel I should lose out on $68.33. I argue with the supervisor to please direct me to where on the user agreement did state I was not in ****** to getting a refund and again they refused to state which part or session, since its nothing on there stating such as.

      Business Response

      Date: 11/01/2024

      Customer was assisted to her satisfaction .

    • Initial Complaint

      Date:10/18/2024

      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 a bill in September2024- for toll dates from April/May/June of 2023 (18months ago) I called to dispute the charges since I had a sunpass account which when I moved to ** i had to wait to close said account until no more tolls came through. Which I did so. 3 months after I closed said account I got this bill from them on plates I haven't had in over 18months. and dates were over 18months ago. The customer service worker said it can take time to hear from other states... but 18 months seems very ridiculous in timeframe it takes to show a car drove through a toll. I feel scammed and uncomfortable having a bill come through from over 18 months ago and really no proof of these instances. I asked to reduce the charges to a sunpass account amount since I did have an account. They said i had to open a new account and I said no since I have a texas toll pass and i could be charged from both passes which I don't want to happen. They refused to offer any sort of assistance in their systems error or delay in sending a bill over 18months after the supposed tolls were driven through.

      Business Response

      Date: 10/21/2024

      Customer's concerns have been addressed

    • Initial Complaint

      Date:10/18/2024

      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.
      Florida tolls is due today. --- Attempted twice to pay the $8.40 bill. The ***** website took all my information including credit card number (twice) and the website refused to process my license plate (even though it provided the correct license plate at the beginning of the process). Do not feel comfortable giving my credit card info over the phone to a person. Will be mailing a check this weekend. --- Do not want to be charged any late fees. ---

      Business Response

      Date: 10/22/2024

      10/22/2024 - sent an email and left a voice message for Ms. ******

      Business Response

      Date: 10/24/2024

      10/24/2024 - communicated with the customer and provided a resolution

    • Initial Complaint

      Date:10/07/2024

      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: 10/08/2024

      We immediately responded when this was a Review by email. Two emails were sent. One email was in response to the customer's request to provide an answer via email.  When the matter escalated to a Complaint, a phone contact for the customer was provided. I immediately called but no one picked up the call, so I left a detailed message and encouraged the customer to call me with additional questions. My direct number was provided as well as the hours I can be reached at that number. 

    • Initial Complaint

      Date:09/30/2024

      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 been sent an invoice for a toll charge that was not my vehicle. I have attempted to dispute this online but the Website gives me an error notification. I have called customer service but there is no option to dispute or speak with anyone via their automated phone system. I have spent more than two hours attempting to dispute a wrongful billing / invoice and have been unable to correct this with SunPass.

      Business Response

      Date: 10/02/2024

      Customer was assisted to his entire satisfaction

    • Initial Complaint

      Date:09/19/2024

      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.
      Twice have been sent erroneous bill saying I was in ********** *******. First I caught and refused to pay. Second one I had been to ********* and used a bridge and thought it was my bill for that. Turns out it was another scam bill. I nor my car was ever in ****. Not my bill. Want my refund and for them to stop sending scam bills.

      Business Response

      Date: 09/20/2024

      We spoke with the customer and she is satisfied with the response.

    • Initial Complaint

      Date:09/17/2024

      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.
      I have had a sunpass for a decade. Recently in *******, there has been the toll relief credit. My transponder stopped working, unbeknownst to me, and I stopped receiving the credit. However, SunPass had no issue continuing to deduct auto-withdrawals of $70 increments to total anywhere from $140 to $210 per month. My transponder has been posted in the windshield of my car, and I never received any notice stating it wasn't working. In addition, in the SunPass portal, it is clearly associated with my license plate. ********************** owes me over $700 worth of toll relief credit that they will not pay stating that I should have known they were charging me by my license plate, even though they have not sent me any correspondence to address the matter. If they cannot refund me for the half of 2023, that is fine, but I expect to be credited for 2024 so far. Additionally, as a daily toll user where this mistake has been noted, I do not understand why SunPass cannot honor the program due to the error of the transponder. That makes no sense. I spend almost 2k a year in tolls, and this seems almost criminal to not honor. Had I not had my account on auto-replenish, I would have received MANY notices. This is a major fault in SunP17ass's monitoring and communication.

      Business Response

      Date: 09/20/2024

      We were able to assist customer to her satisfaction

    • Initial Complaint

      Date:09/08/2024

      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,

      *****************************o times for insufficient funds check and two times for insufficient funds fee. I'm incredibly upset because I was not notified that SunPass would be used and I did not have a chance to update my account information before they attempted to charge me. They should adjust the bill to remove the bogus insufficient fee charges. I will pay for the tolls that I traveled through but I'm not paying for the insufficient fees. I tried to contact SunPass and they tried to tell me that my bank charged me the insufficient fees but the fee is not coming from the bank its coming from SunPass. I opened another ticket on August 24th and have not heard back from SunPass yet but they sent another invoice and seem to be igorning my complaint.

      Business Response

      Date: 09/10/2024

      Contacted **************** and provided a resolution.

    • Initial Complaint

      Date:08/21/2024

      Type:Sales and Advertising 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. However, while SunPass resolved my issue and the person assigned to my case was very kind, what I find concerning is that prior to opening this case with the BBB, I spoke to four different managers and explained to them the problem with their website. I sent emails with all the backup information and all four refused to help me and acknowledged the error and misrepresentation the website had. I had to seek outside help for SunPass to take me seriously and this is very unfair because not everybody has the ability to put a formal complaint.

      Sincerely,

      *****************************ayment as it was originally intended.

      Business Response

      Date: 08/30/2024

       

       

      We have assisted the customer to her satisfaction.

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

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