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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/21/2024

      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,

      *********************************nience fee is so disproportionate to the toll amounts. Additionally, if possible, I would like to request that the convenience fee be reduced or waived, as I did make an effort to pay the tolls using my own transponder.Thank you for your attention to this matter. I look forward to your prompt response.

      Business Response

      Date: 08/23/2024

      We worked with the customer and resolved the issue to her satisfaction.

    • Initial Complaint

      Date:08/19/2024

      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 received this txt Aug 19, 2024 from a company sunpass tolls:Michigan ************** our records show that your vehicle has an outstanding toll charge. To prevent further fees totaling $75.59, please settle the due amount of $7.59 at ************************************************* Because I had travelled out of state earlier this summer where there were toll roads, I thought it was related to that travel, although I had already paid those tolls, thinking I had to clear up their misunderstanding. I clicked on the link but when none of the menu items were "live", and only the name address, etc. screen was live, I closed it without entering my information. Then I looked up this sunpass group and saw there had been reports earlier in May about their fraudulent practice:************************************************************************************************* Where can I report this as a cyber crime, please?Will you also add this to the list of BBB complaints from ******** (I'm in ************) regarding this company?Will you alert appropriate ********** personnel about this to see what can be done to stop this from their end?Many thanks,*********************** *********, **

      Business Response

      Date: 08/21/2024

      The customers concerns have been addressed.

      The customer has been provided the government agency that handles smishing attempts.

    • Initial Complaint

      Date:08/13/2024

      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.

       

      Please be advised this issue is still not resolved and still pending on their end. Please do not close this complaint until the issue is resolved on their end. 


      Per last discussion on 9/20/2024 with *********************** a representative of the Special Resolution Department for CAI - General Consultant to ***************************** *********************** is still waiting on her Technical Department to notify her when the adjustment of $273.85 is completed. 
      Email from *********************** 9/20/2024 at 3:37?PM 

      Dear Mr. *************** we discussed, I am sending this message to update you on the status of your request.
      I contacted the Technical Department, which said it would notify me when the adjustment is completed.
      I will keep sending them reminders to resolve this issue as soon as possible.
      Thank you,

      ***********************
      Special Resolution Department
      CAI - General Consultant to Floridas Turnpike Enterprise
      ***************************************
      Tel: *************

       

      This issue is still pending on their end, and the issue is not resolved. 

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

      y 8th: Another agent informed me the dispute was still not reviewed. They claimed to escalate it to the "back office" and advised me to call back in a week.August 1st: After waiting 28 minutes on hold, I was connected with an agent who was dismissive and unhelpful. I was told no supervisor was available, Sunpass was closing and I had to call back again.August 6th: I was now informed that the dispute was never opened, had been sent to collections, and SunPass could no longer assist me. The collections agency informed me they have no access to SunPass records and cannot resolve the issue.This situation is unacceptable. The inaction by SunPass Operations has resulted in an unjustified collections notice. I am requesting the BBB's assistance in resolving this matter by reversing the incorrect charges, ensuring my account reflects proper toll-free usage based on my HOV decal, and removing this dispute from collections.************************* ************ ***********************

      Business Response

      Date: 08/22/2024

      We have contacted the customer to resolve his concern.

      Business Response

      Date: 09/10/2024

      Our Technical Department is working on the customer's account to complete the approved adjustment.

      Customer Answer

      Date: 08/31/2024

       
      Complaint: 22137815

      I am rejecting this response because:

      Per discussion with representative ************ from the Special Resolution Department CAI - General Consultant to ***************************** the total transaction charges that occurred after May 10th will be adjusted and refunded on their end, however this has not been completed on their end yet. This will need to be completed on their end in order to accept their response. 

      Sincerely,

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

    • Initial Complaint

      Date:08/13/2024

      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.
      Got charged for someone else's car. SUNPASS refuse to reimburse the charges. Customers service was horrible

      Business Response

      Date: 08/19/2024

      Customer opened ******************** complaint under ***********************-Located act through the email under *******************

      Sent emailes-undelivered

      Left voice mails-unresponsive

      Customer disputing plate ********* he added online on 7/18/24 and corrected it on 7/26/24 to FL-LQTB70-As per our Customer's Agreement *****************/****** is responsible for the information he added online.
      Located 8 Itoll transactions under plate FL-LQTB40-(Landrover) from 7/19 & 7/26/2024 for a total of $4.52. I transferred the transactions to the correct register owner.Customer is no longer responsible

    • Initial Complaint

      Date:08/08/2024

      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 received a few texts from this company, and I had never used them nor have I ever been to ******* as a matter of fact. The texts are claiming that I owe ***** for a late fee of 50 dollars added on. I tried texting it back to say that I do not owe them, but I get a text back saying it couldnt be delivered.

      Business Response

      Date: 08/08/2024

      Sent two emails to ******************* and were returned. Spoke with **************,and she corrected her last name to *****. ************** appreciated the help.
      Resent Fraud text Alert to *******************
      Customers response-Got it

       

      On behalf of the Florida Department of Transportation, I want to thank you for the opportunity to address your fraudulent text scam concern. I will be happy to assist you.
      We are aware of the situation, and it is under investigation. We have informed the public on our website.
      Thank you for bringing this to our attention, and we apologize for any inconvenience.

      To our valued SunPass customers, please note that ********************** does not ask customers via text to make a payment or to take immediate action on their account. If ********************** needs to contact its customers, it will appear as follows: Email: ****************************************** or ********************************** Text: 786727.
      SunPass has been made aware that there is a phishing scam targeting the general public. To our knowledge, SunPass has not been compromised and we are diligently monitoring the system. The scam uses text messages requesting prompt payment to avoid fees. The messages also contain a link to a fraudulent website in an attempt to collect information. These messages are not sent by SunPass.
      Please do not respond to their link.

    • Initial Complaint

      Date:08/06/2024

      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.
      hello i have 1 sun pass transponder ACCOUNT # ********* that i used on my rental vehicle on jun 9th 2024 and aug 4th 2024, i used the above transponder device in my renter vehicle but i see i got charged both on my sun pass account balance and also from the rental company for the toll charge . this is like a double charge pls check and advise

      Business Response

      Date: 08/21/2024

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

    • Initial Complaint

      Date:07/30/2024

      Type:Customer Service 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 two tags attached to my sun pass account. I do not want one of the tags on my account. My daughter drives that vehicle. The account is past due. I have paid the balance due on the tag I want to remove. Once removed my daughter will not get behind . Does she not only not get the discount price of her daily use of tolls but doesnt receive the current state discount. I can not afford to pay the past due amount owed on the other tag. The agents on the phone are rude and you get a different story each time .

      Business Response

      Date: 08/02/2024

      8/2/2024 - spoke with customer and provided a resolution.

    • Initial Complaint

      Date:07/26/2024

      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.

       
      Complaint: 22048159

      I am rejecting this response because:

      I requested to be contacted by email due to my work schedule and despite what was advised, they did NOT attempt to contact me by email. I received a follow up by phone, despite my request and have called and spoke to ******** with an unsatisfactory solution.

       

       

       

      Sincerely,

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

      ounts provided.The representative advised my car was only available if a car is added that is NOT on file. Wow, that makes no sense. I updated my card and paid the full balance with no discount.I now am trying to rectify my husband's Sunpass balance, added our second car on file as advised & back dated it as YOUR SITE said to. The site specifically said that all fees would be waived by doing so as well. However, no balance was showing to pay. I reach out for support again and am once again faced with horrible customer service. The agent advised that what I was told and what the site said is not possible? You are lying to customers and using deceptive practices. The agent just like the prior one had a complete lack of care, disregard for anything said, simply just advised there will be no discounts at all and I can pay the balance. I asked for the Corporate information and was denied this information, so here I am.

      Business Response

      Date: 08/06/2024

      I have attempted to contact the customer by phone and email, and I have not received a response. If the customer is still in need of assistance, I would be happy to help her.

      Business Response

      Date: 08/13/2024

      Emailed the customer today providing a resolution.

    • Initial Complaint

      Date:07/24/2024

      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.
      My issue is based on communication with operators at Sunpass. They pulled my information up via my billing address and couldn't find the invoice for my second vehicle. Both invoices go to the same address and have the same information. I didn't have the invoice in front of me but the operator had my account pulled up. The purpose of my call was to pay the second invoice, but he stated he only saw one vehicle. I asked how they send me the bill for the second car and he didn't know. These people have the authority to suspend a persons driver's license!!! It's crazy that they operate in this manner. There is no way to complain or anything. Somebody needs to do something about this!

      Business Response

      Date: 08/08/2024

      We are currently working with the customer to resolve his issue.

      Business Response

      Date: 08/12/2024

      We spoke with the customer and resolved his complaint to his satisfaction.

    • Initial Complaint

      Date:07/23/2024

      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.

       
      Complaint: 22029823

      I am rejecting this response because:

      I received a call from ******** today, following up on my complaint. ******** has been pleasant and easy to speak with. However, my core concern has not been addressed, compensation. Sunpass incorrectly charged me for someone elses tolls over a 2 year period. They have since corrected that issue, reversed associated fees, and removed the incorrect charges. That being said, there was no compensation for the time and effort that I had to invest into having this situation taken care of. ***** is no system of accountability in place for sunpass. Its unreasonable that a customer should have to go through this level of frustration without the company being held responsible. My ask from sunpass is to waive $7 of existing toll fees on the account in relation to the time I spent working to have this corrected. My request was declined. 


      Sincerely,

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

      Business Response

      Date: 07/24/2024

      I had a conversation with the customer on 7/23/24, during which a resolution was provided. I followed up with the customer today, 7/24/24, to discuss his concerns further.

      Business Response

      Date: 08/01/2024

      I have spoken with ************ today, 08/01/24, discussed his concern and provided a resolution.

      Customer Answer

      Date: 08/01/2024

       
      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. Sunpass was able to provide the compensation that I requested. ******** reached put to me and was both thoughtful and helpful. 

      Sincerely,

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

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

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