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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:07/17/2024

      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.
       
      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,

      *******************presentatives, the negative amount suddenly increased, and I needed to pay that in full before they could merge the accounts. I asked how the bill jumped from one phone call to the next, and he got smart and cursed me under his breath. I then asked to speak to a manager and after being placed on hold for over 10 min I asked the manager by the name of ****** line number LP0238 came to the phone I asked politly could I please have the operations managers name and phone number and she became very rude told me they have a chain of command and I could not speak to the operations manager or even provide me with there name and phone number.

      Business Response

      Date: 07/22/2024

      The issue has been resolved with the customer-Provided information on all three acts-issued duplicate transactions refund. Customer will pay the balances on 8/02. She thanked me for my time and help.

    • Initial Complaint

      Date:07/15/2024

      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 called and written to these people multiple times, they keep sending me bills for a car I don't own an for a tag we have never owned. I have filed to cases and have had zero call backs from these idiots.

      Business Response

      Date: 07/15/2024

      Called and spoke to customer. Issue has been resolved.

    • Initial Complaint

      Date:07/01/2024

      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.
       
      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,

      *******************y, any other moral, good, reasonable company would provide a one time courtesy rerate for what happened, not Sunpass! Since they have a monopoly I guess they feel like they have absolute power and can just do whatever they please. I want a rerate of this ridiclous bill that I received and was forced to pay.

      Business Response

      Date: 07/02/2024

      The customer has been contacted and the issue was resolved to his satisfaction.

    • Initial Complaint

      Date:06/27/2024

      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.
      On 6/25/24 I missed a turn heading to the airport in a rental car and was forced to go through an open road toll. There was no option for me to pay by cash. I have called SunPass to try and pay this missed toll but they will not let me pay because Im not the owner of the vehicle. SunPass is helping to pad the wallets of rental car companies via tourist exploitation by 1. Not offering a way to pay tolls in cash at the time of service and 2. Refusing to allow drivers to pay online or over the phone.

      Business Response

      Date: 07/02/2024

      Contacted customer and issue is being addressed. 

    • Initial Complaint

      Date:06/20/2024

      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.
      I talked to Sunpass personal.  I do apologize I somehow took to suffex from the phone number and the prefer from the fax number and that was how I got to the senior age call.   My mistake over all I just can't belive I kept miss dialing.

      Business Response

      Date: 06/21/2024

      We spoke with the customer and addressed her concerns to her satisfaction, 

    • Initial Complaint

      Date:06/10/2024

      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.

      I am 100% happy with the customer service I received from ****************** and she assured me that my concerns were addressed immediately and I would like to close my concerns at this time and thank you for your help working through the details.

      Appreciate your help, 

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

      nd take the necessary steps to remove these erroneous charges from my account. It is unreasonable for me to be held accountable for toll events that I did not incur. There were no notifications or attempts by Sunpass during that time and now I am at a loss as to why they demand I pay without any supporting documentation.I kindly request your immediate attention to this issue and a prompt resolution. Your cooperation in resolving this matter would be greatly appreciated.Thank you for your understanding and assistance.

      Business Response

      Date: 06/17/2024

      Customer had four misread GMX transactions on 11/27/213 and on 1/02/24-3 & 5 axles vehicle. Plate change was completed

      SunPass act -Closed on 1/30/24-A refund of $10 was issued back to Visa 

      Customer was disputing 3 transactions from 6/18/19 & 2/26/21-Emailed copies of invoices .Transactions on 4/11 & 4/13/2024 are all also valid

      Explained as per business rules, tolls will not be dismissed.

      Customer understood and reactivated her ********************** act.

      Yes, let's close this one.
      Thank you again for your help last week,
      ****

      Customer Answer

      Date: 06/26/2024

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:06/06/2024

      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 was grossly overcharged for tolls because they listed me as 9 axles when I only had 4 axles. Now, 2 months later, they refuse to credit my credit card with the amount they overcharged me. I have spoken to 6 different people about this at Sunpass. They keep giving me excuses that things were filed wrong in the request to be refunded, but they are the ones that filed the request as I spoke to them on the phone. They are stealing my money and holding it hostage. I need my money back.

      Business Response

      Date: 06/12/2024

      6/12/2024 - attempted to contact customer. Awaiting a response.

    • Initial Complaint

      Date:06/06/2024

      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.
      My daughter's car is registered under both our names therefore when there's a problem with SunPass the letters come under my name. To my surprise although she has a SunPass transponder they are still sending us bills with unpaid tolls. It's even to the point where I'm in collections for it. Every time my daughter has called to see why we're being sent bills when she has money on her account they always give her some story and she has to end up paying money. The last time she called prior to this time she was told that her transponder didn't seem to be working, so she went and brought another one and they're still sending bills, and now collection notices. On June 5th she called again and ended up speaking to two people *****, ****** and ***** and she was told that it seem like the problem is not her transponder, but instead it's her license plate number that was keyed in incorrectly; therefore they keep billing her for the tolls even when there's money on her account. and they wouldn't correct it while she was on the phone with them because they said them there wouldn't be evidence when she filed a complaint. Can someone please get this problem rectified?.

      Business Response

      Date: 06/18/2024

      I have spoken with the customer today, 6/18/24, and her concerns have been addressed.

    • Initial Complaint

      Date:06/03/2024

      Type:Order 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: 06/13/2024

      The customer was contacted and the issue was resolved to his satisfaction.

    • Initial Complaint

      Date:05/30/2024

      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 use sunpass over the required amount for a 50% credit to be posted to my account by the 15th of every month. I have not received my credit for ***** or May. The customer service rep just told me they have no idea when my account will be credited. They owe me a great deal of money and when a consumer owes Sunpass, they block your car registration renewal!!!! Please help me credit my account. I am on limited funds due to part time work only due to caring for my 87 year old mother.

      Business Response

      Date: 06/06/2024

      We spoke with the customer and the issue has been resolved to her satisfaction

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

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