Business Profile
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:03/27/2024
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.
From *******************************: Liscence plate GMBL30 To BBB To whom it may concern:I am ******************************* a Retired ******* resident ; who has been victim ofToll enforcement; whom in Fraudelently, unlawfully and Illegally is sending me invoices with charges I haven't incurred since 2023- July. Invoices includes pictures of a car that is not mine, time and locations that I are not mine. I have to called every month to dispute this charges and to get credit. Toll enforcement is knowingly sending this tipe of charges to varios residents " That is FRAUD" " SCAM" . This business needs to be investigated and penalized to the max ******** for such unlawful activity. I believe the lack of respect to conduct business and the lack of accountability needs to be stopped before a "Legal Action is due to start". Fraudulent pictures, fraudulent charges are valid reasons to start a deep investigation.....Again; I will appreciate a further investigation since Many are affected; it just happen That I pay attention and have an hourly agenda of my days ( December 2023 I got a Bill with a past due amount ...time That I was taking and international trip to southamerica....That is how I found out that I was Illegally been charge).Therefore: It is not about the amount of dollars but the frequency of their" so called Mistake". Toll Enforcement does not measure their expensive legal accountability for sending invented pictures and charges !!! Mistake that was supposed to be fixed and corrected Long ago!!Business Response
Date: 04/05/2024
The customer's concern has been resolved. I contacted the customer by phone and email and have not received a response. If the customer has further concerns, I will be happy to assist her.Initial Complaint
Date:03/22/2024
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. I spoke with ********************* who is part of the Conflict Resolution Team, and I am very satisfied with the outcome. Please, close case.
Sincerely,
***************************************a legal issue with the other person that has the same numbers. The **************** Rep. simply said that I will have to buy some other Transponders. I said no, since this was an issue created bu SunPass, they should accept the mistake, apologize, and either send me two (2) new Transponders or give me a full refund. The Rep. told me to call back on Monday during regular business hours to speak with a supervisor, but that I could open a Dispute in their system. I did that but they don't have "Other" as an option. The receipt letter received from SunPass only shows partial numbers; the last digit were omitted.Business Response
Date: 03/25/2024
The customers' concerns have been addressed.Initial Complaint
Date:03/21/2024
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.
I have purchased a Sun Pass Transponder in 2022 and have been unable access my account. I've tried resetting the password and the username unsuccesfully and I have even purchased a second sun pass transponder but have also been unable to use it since the old one is associated to my license plate. I have been paying extra tolls (I have a sun pass and I'm being charged as if I hadn't got one) and I would like to avoid trouble in the future and Sun Pass is unresponsive.I need someone to link my tranponder to my plate and let me know my username, I also request a refund from any extra charges.Business Response
Date: 03/22/2024
We have spoken with the customer and have resolved the matter to her satisfaction.Business Response
Date: 03/22/2024
We have spoken with the customer and have resolved the situation to her satisfaction.Business Response
Date: 03/25/2024
We have spoken with the customer and have addressed her concerns.Initial Complaint
Date:03/21/2024
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.
Sunpass has been charging me via invoice & adding late fees to an invoice for a vehicle that is not mine. Theyve been notified 3x about this issue and it still hasnt been resolved. The vehicle is clearly not mine (its a work truck) and the tag is clearly blocked causing a misread. They have escalated it 3x without resolution. If its obviously blocked they should remove it from my account and investigate on their own. I can prove its not my car but they dont want to review the information.Business Response
Date: 03/27/2024
I reached out to the customer today, 3/27/24. I am awaiting her callback to assist her.Business Response
Date: 04/01/2024
The customer's concern was resolved by ********************** on 03/25/24. I have reached out to the customer to address any further concerns and have not received a response. If the customer has further concerns, I will be happy to assist her.Initial Complaint
Date:03/18/2024
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.
Sunpass turned my transponder off with no warning that resulted me piling up much larger pay-by-late bills despite having Sunpass.Previously they had never turned off the transponder when going negative, even up to more than $20.00 negative. I took this as the norm given it was what they were doing...Suddenly my account goes barely negative and they turn off my transponder. I was not informed my account was negative, that the transponder was at risk of being turned off, or that it had been turned off.Customer service told me that they provide a buffer for a negative balance, but it it did not apply to me for some reason on the instance it went negative and automatically disabled my transponder. Though telling me they provide a buffer before turning off the transponder they didn't tell me why the buffer wasn't provided for me in the instance it turned the transponder off, and that previously it had gone negative without any such action being taken.I also informed them (customer service) I did not receive any texts or emails saying that my account was negative, only one alert saying I was below the replenishment threshold of positive $10.00 (which I set myself). No texts or emails were sent stating anything that was occurring, and I was assuming that it was not an issue because previously when it went negative I was afforded a buffer.None of this came to light until 6 weeks later when I get back from a trip a find a bunch of huge pay-by-plate toll bills.I was given no warning of their actions that affected by ability to make proper decisions regarding funding, have been provided with variable selective service that doesn't fit their own policy (selectively given a buffer or not, for different amounts, and not being warning about their selectively applied policy actions).This has resulted in an excessive set of bills that could have been avoided had they conducted themselves with integrity to their own policy and warned me of their actions.Business Response
Date: 03/22/2024
Emailed customer three the information on all three accounts. Spread sheet which shows the times the account has been in negative since it was activated in 2/10/23.
Explained SunPass is a pre-paid program-advise to visit our website.Customer unresponsive
Initial Complaint
Date:03/17/2024
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: 03/21/2024
We worked with the customer and the issue has been resolved with *******.Initial Complaint
Date:03/11/2024
Type:Order 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.
2 years ago someone at sunpass was charging me while I was in ******. I disputed the charges and won the dispute. Recently sunpass had the audacity to send that bill to collections. I was not in the continental ************* and proved it. No one had my car keys. They closed my case without even listening. Someone is shady in there and needs to investigated. Im sure if I combed through my charges, I would have found more false charges but I stuck with the ones I could easily prove. Please investigate. The fact that they wouldnt even listen and accused me of losing my transponder when I have it and send a picture time stamped. ***** fargo was amazing with all the documents took them to court and of course won. Please this is so wrongsomeone is stealing from people. Come through there must be some way to catch them. Its a big company-it should be trustworthy.Business Response
Date: 03/14/2024
The consumer has been contacted to discuss her concerns, but has declined to address the issue with **.Initial Complaint
Date:03/06/2024
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.
Complaint: 21396247
I am rejecting this response because:Triple AAA did not give me a receipt. I will contact them ASAP.
Sincerely,
****************************************Customer Answer
Date: 03/07/2024
Attached email receipt (proof) from triple AAA. You may contact them for further verification purposes.Customer Answer
Date: 03/07/2024
Attached email receipt (proof) from triple AAA. You may contact them for further verification purposes.Business Response
Date: 03/07/2024
Contacted customer via phone and email. Waiting for customer's response.Business Response
Date: 03/14/2024
Dispute issue was found in customer's favor. Contacted customer to advise on 03/12/2024.Customer Answer
Date: 03/14/2024
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:03/04/2024
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.
I rented a car and added it to the sunpass account temporarily and placed my sunpass in it. When I returned the car, I took my transponder and removed it. However, there are A LOT of charges on my account. I have called sunpass around a month ago to report that all the charges from January 31st and February 1st totaling.I disputed the charges on February 2nd and put a claim with Sunpass number **************.I called today, March 4th and nothing has been done and it has not been assigned to anybody. I requested explanation why and they told me they don't know.If you don't add the license plate they charge a processing fee because their transponders quality ***** but they can go over a month without processing a dispute and without refunding you money they charged by mistake and there is no recourse and no fine to them, but we have to pay fines for them if we are delayed. This is so uinprofessional.Business Response
Date: 03/05/2024
The customer's concerns have been addressed.
SunPass Operations / Department of Transportation is NOT a BBB Accredited Business.
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