Business Profile

Toll Booth

SunPass Operations / Department of Transportation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toll Booth.

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 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.

Initial Complaint
Date:02/19/2024
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.

Complaint: 21315441

I am rejecting this response because: there was no resolution made.

Sincerely,

*****************************
Business Response
Date: 02/20/2024
Both accounts were reviewed. Spoke with the customer and provided the resolution of the issue but the customer was not satisfied with the resolution.
Business Response
Date: 02/22/2024
The customer was advised that the tolls that were on the account were adjusted to honor the SunPass rate and the adjustment amount was $14.28 which was transferred to the SunPass account leaving $35.64 as a positive bal.
Customer Answer
Date: 03/05/2024

Complaint: 21315441

I am rejecting this response because:
I was charged the full toll by plate instead of the sun pass rate.
Where is the refund to my account?

Sincerely,

*****************************
Business Response
Date: 03/05/2024
On 02/22/2024, the customer was advised that we honor the ********************** rate on the tolls that were pending in the SunPass system.
Business Response
Date: 03/12/2024
On Friday, March 8th,I had a conversation with a customer. During the conversation, I explained to the customer that the toll transactions which did not escalate to the collection ledger were adjusted at the SunPass rate. However, I also informed the customer that the toll transactions which were already in collections could not be adjusted, as they were no longer in our system. Despite my explanation,the customer was still unsatisfied with the outcome of the conversation. Before we could continue, the customer had to end the conversation, stating that he was at work and would call me later. However, the customer never called me back. I tried to reach out to the customer, but to no avail. I even sent an email with my contact information and office hours; in case the customer had any further questions or concerns.
Customer Answer
Date: 03/12/2024

Complaint: 21315441

I am rejecting this response because:
They attempted to explain/ provide a partial adjustment. I have responded several times that this is not satisfactory. The account was in their system. I did not pay a collection department. I paid the balance on their website. Therefore it was in their system and they can adjust the correct the balance navy's they have full records of all transactions.

Sincerely,

*****************************
Initial Complaint
Date:02/08/2024
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.

Complaint: 21266723

I am rejecting this response because there was no solution. I received messages stating that they verified the information yet I sent my work schedule for them to compare when I was charged. If it was indeed reviewed they would see I was out of state when I was charged. The issue is with E-pass. There are no images to to verify only that a transponder was picked up. I still don't know why because the date that was listed I did not use a transponder nor went through a toll. I was charged correctly for sunpass but then charged on E-pass on days I did not use the toll. The days I did use my motorcycle I did not have the transponder with me, I was charged on surpass. It's the only vehicle I have registered with E-pass.

Sincerely,

*********************************
Business Response
Date: 02/13/2024
Attempted to contact customer on 2/9/2024, 2/12/2024, and 2/13/2024.
Business Response
Date: 02/28/2024
****** has been notified of the customer's concerns and will contact the ******************.
Initial Complaint
Date:01/31/2024
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.
I was charged for tolls incorrectly from 2021 to **** sunpass added fees that sunpass holders are exempt from. my vehicle license plate is correctly associated with my sunpass account. my preferred communication method listed is email. sunpass failed to email me the invoices and are now trying to collect additional penalty fees. The invoices sent to me list multiple account numbers and have varying balances when I only have one sunpass account.
Business Response
Date: 02/02/2024
the customer's concerns sre bieng addressed..
Initial Complaint
Date:01/22/2024
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.
Over charges by ******** , they took all money in the Transponder.I personally used the transponder in *************** only, for *** be 7 to 10 times the cost is $0.50 for each cross of the bridge, so when I found out that there is no balance I called the main line in order to get a solution, suddenly every time they come up with a reason, they mentioned that I spend them towards a bridge in *************, which is doesn't make any sense, I was to over a week in ***************, that all, one of the supervisor stated that was a mistake from one if their agent and that also happened with different customers, and he apologized to me and promised me for a refund, which is never happened.My transponder number is :0490789510102.This is ridiculous specially when the customer service stated that they don't have any records. If I spent all the money show me the electronics prove and when I crossed South of *******.They will never approved it.
Business Response
Date: 02/02/2024
Communicated with the customer on 1/25/24 and I am currently addressing his concerns.
Business Response
Date: 02/08/2024
I have spoken to the customer today and his concerns have been resolved.
Initial Complaint
Date:01/19/2024
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.

Complaint: 21169629

I am rejecting this response because: They indicated if I had removed the rental car from my Sunpass I would not be responsible for charges

Sincerely,

***********************
Business Response
Date: 01/25/2024
Communicated with customer and addressed her concerns
Business Response
Date: 01/30/2024
The customer has been made aware, per User Agreement, no adjustments will be made for tolls incurred if User fails to remove the Transponder from the rental vehicle.
Customer Answer
Date: 02/03/2024

Complaint: 21169629

I am rejecting this response for the reasons explained in my previous correspondence.

Sincerely,

***********************
Initial Complaint
Date:01/10/2024
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.
This company works with Sunpass and ***** ******************************* I used the toll back in December 2021. Their transponder wasn't working again, so they used pay by plate instead of the transponder. The license plate was attached to my ********************** account so it shouldn't have made a difference. I had ran out of funds on my prepaid sunpass account so I owed them $5 or so. When I realized that I owed money on my account it was paid off. Sunpass sent the amount owed to collections, but didn't clear it off their website stating I still owed them. So I paid Sunpass the amount owed. When I tried to renew my registration this company said that I owed them money. When I asked them for the dates they provided the dates that had already been paid off. I originally owed $5 to them, but they are trying to charge me $44 for the original $5 owed. I asked them if they had bought the debt from Sunpass and they said no which means that the money I sent to sunpass directly should have covered it. I then told them that they have no right to place a hold on my account if they do not own the debt. They refused to remove the hold from my registration. They told me to submit a dispute on their website. Their website doesn't work and does not allow you to submit a dispute. No matter how many times you submit the info it will not go through. I tried from 3 different browsers on my phone and on my laptop. However, it will allow you to send them money. They told me that my only option was to either drop it off at their office which was 1.5 hours away or I could mail it. So I mailed it to them on Dec 26. I called Jan 3, **** and they said my documents hadn't been received yet, however they would go ahead and open up the dispute for me over the phone. I called back Jan 5 and the docs had been received. They said to call back on Jan 8 for an update. Called back Jan 8 and they said I need to file a dispute again. It's been 3 weeks of dealing with this and I'm fed up with them.
Business Response
Date: 01/11/2024
The customer's concern was addressed. Customer was happy with the service provided.
Initial Complaint
Date:12/21/2023
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.
As of today, SunPass parking is attempting to charge me $267 for five days parking in economy lot at PBI. it should be $45 for five days at $9 per day.. They first charged my card $156 for 13 days in garage at $13. I called my card company and them and said I am owed $111. Then SunPass even more absurdly charges me $111 on the site instead of giving it back to me!. Fortunately I cancelled my card for this reason and disabled transponder. This is still unresolved as of 12/19. **************** is non existent.
Business Response
Date: 01/05/2024
On 12/27, ****************** was contacted, requesting a review of *************** travel pattern and a refund request of $111.
On 1/03/24 *** responded
The investigation was completed and submitted for review. You will notify once they get back to me.
1/05 Customer has been advised still waiting for *** review.
Business Response
Date: 01/09/2024
Customers Parking issue has been resolved to customers satisfaction.
Initial Complaint
Date:12/20/2023
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.
Hello,Transaction date: 11/21/2023 Amount: $54.64 & **** (& they're probably adding more.)I added (3) cars to the sunpass & had the auto fill, for when the balance is low, it automatically adds money to the account. Then, I get a bill in the mail stating that I owe money. When I review the acct, 2 out of the 3 cars are not in the system. The bill are from those cars that were removed. Mind you,this is the 2nd time that it's happened. The 1st time, I did not complain. I went ahead & added the (2) cars, again, & made the payment. A month later I get another bill for the same cars that I added. When I go back to account, cars are not in the system (for the 3rd time).Acct# ********
Business Response
Date: 12/22/2023
Customer has been informed of his current act negative balance. Customer understood and added funds. The issue has been resolved with a positive outcome-Customer satisfied.
Initial Complaint
Date:12/14/2023
Type:Sales and Advertising 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.

Complaint: 21009397

I am rejecting this response because:
No resolution was given, just excuses.
Sincerely,

*****************************
Business Response
Date: 12/29/2023
The customer was notified of a resolution today, 12/29/23.
Business Response
Date: 01/03/2024
I have reached out to the customer yesterday, 1/2/24, addressing their concern and offering a resolution. I have not received a response from the customer.
Initial Complaint
Date:11/30/2023
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.
I disagree with Sunpass response.
Was advised that the toll balance was when my E pass account was negative but upon reviewing my E-PASS account, it charges me negative for the same tolls Im being charged at Sunpass as I have already paid for these tolls for the negative balances in order to bring my E pass account to positive so I am being charged twice. Please remove this balance at Sunpass as I am not paying these alleged tolls twice ????
Business Response
Date: 12/05/2023
Customer has been communicating by email and we have responded. Documentation has been forwarded and we request she call us so we can review with her over the phone. She did return one of my calls and left me a message. We would like to speak with customer to provide explanations and respond to her questions. Requesting call back from customer.
Business Response
Date: 12/11/2023
12/8/23-Pleasant conversation with customer. She was ready to make payment but our computers were down. I have been calling and leaving messages that I am now able to take payment but have not heard back from customer.
Business Response
Date: 01/23/2024
Since customer re--opened this Case File, we have left two voice mail messages and sent two emails, asking that she make contact. We have not heard back from the customer.
Customer Answer
Date: 01/24/2024

Complaint: 20939077

I am rejecting this response because:
After reviewing my statements, Ive seen that as my E-PASS account has been to the negative charges ( same charges alleged from Sunpass ) as Ive had run low on my balance. In order to bring my ***** account to the positive I have pay the negative balance in order to add more money, so Ive come to the conclusion that Sunpass wants me to pay them as well, since the tolls they are charging me have already been covered by my ***** negative balances when I have paid them already are the same tolls balance Sunpass is charging me. ************ refuse to speak with the assigned representative bc we are going back and forth with no agreement of me showing that I have paid as she is convinced that she is right. With this being said, *************** with my attorney to start a suit on this matter as I feel being abused for demanding me to pay those tolls twice since Sunpass has a known reputation of being sued the same reading I am complaining here at the BBB, for abuse of billing and poor customer service.
Thank you.
Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Business Response

Customer Answer

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