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 Local Branches.

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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

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.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  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,
  
  *******************************nged. The bill now stands at over $43. If someone at Sunpass had just told me to pay the bill, I would have done that but I was advised back in February to solve the issue this way since I do have a transponder. I just want Sunpass to pay the toll with the funds in my account as they should and pay the fees or get them removed. This shouldn't be this difficult.

  Business Response

  Date: 06/03/2024

  We made contact with the customer on 5/29/24. Advised her we are waiting for the ********************* to respond to our email sent on her behalf, The customer appreciated and will wait to hear back from  me.

  Business Response

  Date: 05/31/2024

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

  Business Response

  Date: 06/06/2024

  6/6/24-We have contacted the customer with a resolution 

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  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.

  Maybe Sunpass should train their personal, so customer don't have to write ******************** complaints. You may close the case...

  Business Response

  Date: 05/29/2024

  I have spoken with the customer today, 05/29/24, and addressed his concerns.

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  Maybe Sunpass should train their personal, so customer don't have to write ******************** complaints. You may close the case...
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/10/2024

  Type:Customer Service Issues
  Status:

  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.

  When viewing my transactions online, I noticed that all of my recent charges have been toll by plate, even though I have a transponder. I wanted to be sure that I met all of the eligibility requirements for the toll relief program, as I knew I would be spending nearly $100 on tolls for the month. I called the customer service ********************** and spoke with a customer service representative, who assured me that my transponder was indeed working in that the pictures of my plate being sent to me were just as some sort of back up. I took the representative for his word and went on with my day. Later on in the month, I discovered on the website that I could look up toll relief eligible transactions , when checking that section I saw no eligible transactions. The customer service representative could have either checked that or or directed me to that section and I would have known earlier in the month as early as April 8 that I had a non-functioning transponder. I later had a chat with customer service to see if they could help me ensure that I received the total relief as I spent again nearly $100 in tolls having use the tolls 75 or more times. The representative informed me that I did not meet the eligibility requirements and would not be receiving the toll relief credit. I feel that I should receive my credit as I was operating on the assumption given by your representative that my transponder was fully functional. Due to the representatives neglect to tell me that the transponder was not being read or where to go on the website or how to go into a walk-in center that I am not responsible for not meeting the eligibility requirements. I thought I did.

  Business Response

  Date: 05/13/2024

  The customer concerns are being addressed.

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  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.

  Not related to this open case but I received a call from a supervisor named ******* in **************** after my call to them yesterday. She continued to show bias and argue with me and falsely claimed Sunpass doesn't honor the rate. You failed to notify me and didn't bother sending me a bill for two months. Harrassing me and trying to gaslight me into thinking I'm at fault when you can't even properly notify your customers is abusive. That is your fault not mine. I've been a customer for almost 15 years. If I knew there was a problem, I would have updated my credit card. I now feel discriminated against when I clearly see on this site with other customers, you do honor the ********************** rate. My account is active. for the first time you sent me a paper bill dated 4/25/24 and I received it my mail on 5/9/24. You are guys are liable for failing to timely notify me. You did not notify me until you mailed me a bill. You have my phone number and didn't use it. Being abusive towards me is not OK. I asked that you add my earned Sunpass discounted rate in exchange for my immediate payment. It is discriminatory to offer others in the same or worse situations the rate and not me.te. I'm not different than the others. Most of your billing problems would be solved if you updated your system and actually contacted customers in a timely manner or at all. ******** ********* Major Banks, FPL all let customers know when there is a problem. This would have been resolved in March had you let me know. I'm also concerned about seeing multiple charges for one driving trip in the ************. I'm not exiting and re-entering the ************. Why am I being charged multiple times for driving one time in the ************? The digital signs always say the rate and that does not match what you have been billing me for years apparently. I see multiple charges for one trip. The digital signs do not disclose one rate from this point to this point will be this price and then a different rate for the next point to point or 5 miles. It feels like false advertising. Please correct the rate on my bill, remove admin/violation charges and review the multiple charges. Thanks

  Business Response

  Date: 05/13/2024

  Contacted the customer via email and voice message. Waiting for customer's response.

• Initial Complaint

  Date:04/27/2024

  Type:Billing Issues
  Status:

  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.

  The message from SunPass said that they are checking into my complaint and they are waiting to hear from the accounting department. They said it should take ***** days to get a response.o pay those prices due to their error. I will pay the Sunpass toll fee. I also want to be reimbursed for toll-by-plate charge that I paid on 4/14. I thought I was adding money to my account.

  Business Response

  Date: 04/29/2024

  I contacted the customer in regards of her issue via email. 

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  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.

   
  Complaint: 21598404
  
  I am rejecting this response because: As I stated to the SunPass representative, I have a TexTag account and any toll in ***** would have been placed on that account. 

  I have attached an Excel spreadsheet with the toll transactions from February 2024 to the present. There were no transactions in April 2024.
  
  Sincerely,
  
  *********************

  begin getting this issue resolved.The car is in ***** - totaled since 2023, and it has both license plates on it. The ********************** receipts show that the tolls were submitted by images of the vehicle passing through them in *******. Why must I get a police report when a Sunpass employee can access the images and see what kind of car went through the toll and compare it to the type of car the TEXAS license plate is assigned? I did remove two of my vehicles from the account so that no other transactions can occur on them. Although I had removed them prior to 04-18-24, but somehow they were back on the list in my account.I just want the issue resolved and a refund of the money taken out of my account due to the fraudulent tolls from 04-13-24.

  Business Response

  Date: 05/06/2024

  The customer has been advised that we are waiting for ******************** to responds to the dispute of the toll transactions in question.

  Business Response

  Date: 05/13/2024

  The toll transactions have been disputed and no resolution has been provided from the Texas **************.

  On the last conversation with the customer, she was notified that we are waiting for the Texas ************** to approve the dismissal of the tolls in question.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21598404
  
  I am rejecting this response because: I want to wait until the transactions have been removed from my account and my money returned to my card. I want a complete and final resolution to this complaint.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/15/2024

  Spoke to the customer and her concern has been resolved at the customer's satisfaction.

• Initial Complaint

  Date:04/14/2024

  Type:Billing Issues
  Status:

  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.

  Hello,I have been a customer of ********************** for roughly 3 years and have been paying them as I used the toll services. I was commuting back and forth from ************ to *****, and my tour route was pretty much the same. When I took on a different role in my position in 3/2023 and started working from home, I stopped using SunPass as my usual route; however, SunPass continued to charge for services that I have not used. When I spoke with an employee, I expressed that the picture of my car is the same, but I feel they are using the same pictures and the same route to prove that it is my car. Which is incorrect, and I wanted video proof at this point. *** called and placed a dispute since 9/2023, and this is the confirmation that I received from.SunPass account number: ******** Your inquiry was successfully submitted. Your service request number is #1-9987678408.The dispute from 9/2023 was never responded to by Sunpass employees; nobody has even attempted to contact me to resolve my concerns.I placed a second dispute on 2/2024.Thank you for contacting SunPass.Your inquiry was successfully submitted. Your service request number is #1-10865617597 and will be responded to within two (2) business days.Until now, nothing has been resolved. Now, SunPass has me under collections for $147 in fees that I have not used. And still, we are in April 2024, and there are no solutions to my dispute, or I have not even been contacted by SunPass. Now my account has been turned to collections for $147, and I refuse to pay for services that I have not used. I have paid for SunPass for so many years since the time I used it, but I will not pay for something that I dont owe. Is not the money the principal of a business that doesnt even treat the consumer with respect by taking the time to help them? I want them to review the tolls, remove charges that I dont owe, and take me off collections. This is stressful to be dealing with companies that are not willing to help.

  Business Response

  Date: 04/19/2024

  4/19/2024-We have spoken with the customer and addressed her questions. 

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  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 is billing ** for tolls on a plate number that expired to us 10/30/2009. Someone is printing new tags with an updated exp. date. If they would use the exp. dates they would know it is not us!

  Business Response

  Date: 04/10/2024

  Contacted customer/sent customer email to the email address provided. 

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  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.

  Sun Pass account ********. I live in *******, going to *******, cross bridge from ********/******* (bridge toll run by **********; bill account #********, license plate *******. **/**/2023 07:49:00 crossed bridge going North, Sun Pass will not pay toll $5.04 (**********, toll notice number 012301443071).10/07/2023 returning South, Sun pass payed toll, $5.04 Have talked to Sun Pass several times, sent a copy of their payment, and a copy from ********** that the North bound was not paid. (talked to ********** and they said I had to talk to Sun Pass).Have opened several Service Requests with Sun Pass (first one, my initiative; the rest based on them telling me I have to refile the complaint - by service reps and they escalated to "supervisor" (then they close Service Requests because "unable to view your account").I have crossed that bridge several times before and Sun Pass has always paid the tolls before.Why will they not pay this one?

  Business Response

  Date: 04/08/2024

  4/8/24-We have spoke with the customer and have addressed his concerns.