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:11/14/2023

  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.

  Dear ***/*****,I am writing to file a formal complaint against SunPass for unresolved issues pertaining to incorrect toll charges and unsatisfactory customer service. Despite my efforts to resolve this matter directly with SunPass, the situation remains unresolved, prompting me to seek assistance from the Better Business Bureau.Account Information:ACCOUNT # ********* Summary of Complaint:As attached, I was erroneously charged a series of tolls on a rental car. I had correctly set the start and end dates for the toll transponder usage, from 8/29 to 9/4. However, upon returning the rental car, I inadvertently left the transponder in the vehicle and was still charged despite my careful planning.I immediately updated my account information to report the transponder as lost and modified the vehicle information accordingly. Despite these proactive steps, SunPass has refused to acknowledge their error and process a refund for the charges incurred during the period the transponder was out of my possession.Previous Correspondence with SunPass:I contacted SunPass customer service and was advised to file a dispute. However, their response dated 09/12/2023 stated that they would not adjust the charges, citing it as the users responsibility to report a transponder as lost or stolen. I believe this is an unfair assessment of the situation, given my immediate action to update my account information upon realizing the transponder was left in the rental vehicle.Resolution Sought:I respectfully request a full refund of the $40 charged to my account. This amount represents the toll fees charged during a period when I should not have been held responsible for the transponder.I trust that the Better Business Bureau will understand the unfair nature of these charges and the lack of appropriate customer service from **********************. I look forward to a swift and fair resolution to this matter.Thank you for your attention to this issue.*********,******

  Business Response

  Date: 11/29/2023

  We are currently working toward a resolution with the customer.

  Business Response

  Date: 12/05/2023

  Customer wished to escalate this matter to Manager level. I have left him a voice mail message 12/01/23, 12/04/23 and 12/05/23. Left  my name and number each time. We have not yet been able to speak with this customer about his concern

  Business Response

  Date: 12/08/2023

  Customer wished to speak with a Manager as he did not accept the answer he was initially given. The details of the account were re-reviewed and our response to the customer was conveyed on 12/8/2 in writing . 

• Initial Complaint

  Date:10/30/2023

  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.

  I am unsure what this message means. I have had a SunPass for over a year. I also opted for the auto-replenish option. If SunPass has an agreement with EZPass, SunPass should be rectifying this. Instead I get to be on the phone for several hours with each organization hoping to speak to a representative only for them to tell me to speak to the other organization.

  Business Response

  Date: 10/31/2023

  Contacted customer and State of ******** ********************** on behalf of customer on 10/31/2023. Pending both responses.

• Initial Complaint

  Date:10/28/2023

  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 called in today to pay on my Sunpass Account, I talked to a first person who I did not catch his name who told me that managers, and supervisors do not work on the weekends, and he was not able to help me satisfy mine or my wife's sunpass account. i then called in and talked to a second person named Q who sent me to a manager, and the manager *** sat and traumatized me about the passing of my wife, and asked me what kind of person would want to keep their deceased wife on their accounts. He furthermore asked why I would want my deceased wife on my Sunpass Account. the experience today has made me very suidicial because I am trying to keep my wife's memory alive, and it appears that no one understands why I want to do that. It almost seems like I am commiting a sin by wanting to keep my wife's memory alive.

  Business Response

  Date: 10/31/2023

  10/30/2023 - contacted customer by phone and email

  10/31/2023 - communicated with customer and provided a resolution.

• Initial Complaint

  Date:10/26/2023

  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.

  Invoices on 08/07/23, 09/07/23, 10/07/23 totaling $39 are requiring payment for a car / license plate that I don't own, or am I associated with. I don't live in ** (state its registered) nor have I ever lived there nor do I live in **. I live in Colorado. Payment is required at threat of being sent to collections which would be problematic for me as a DoD contractor. I have tried to talk to a human on the phone 6-7 times with no success, only being sent back to their website to file a dispute. Which I have also done three time with no satisfactory response. I have requested legal documentation for how they are associating the license plate in question to me to no avail. This is extortion.

  Business Response

  Date: 11/09/2023

  Customer satisified with the resolution and service provided.

• Initial Complaint

  Date:10/21/2023

  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.

  In July I was in ******* using my SunPass with a rental vehicle GA license plate ********, using my transponder. When I returned home and received my statement I found $18.14 in charges for another vehicle GA CTX-**** billed by way of camera vs. transponder. I called SunPass and spoke with a customer service representative who could care about my concerns. I tried back to no avail. I disputed the wrong charges with my credit card company as I did not want to pay tolls for someone else. They awarded me the refund of $20.00 which was used to replenish my SunPass account. ********************** then took the $20.00 and the $18.14 leaving my account with a negative $5.63. This is unfair business practice!! I contacted SunPass again and spoke with a supervisor who advised me I needed to send in the rental agreement which I did on 10/10 and to date it has not been corrected. I attempted to resolve on 7/24 with a photo of the plate on my vehicle and the rental agreement (which when I called on 10/10 the supervisor lied to me and said they didnt have, after the representative who transferred me to him told me he did), which was provided on 7/26. I reached back out on 7/29and no response, again on 9/6 and 9/7 without an answer. I again reached out on 10/10 and 10/18, and Im still out $38.14. Im seeking resolution for the full amount of $38.14 to be credited by SunPass to my account. I have all emails sent if needed!

  Business Response

  Date: 10/23/2023

  We contacted the customer and reached a mutually satisfactory conclusion.

• Initial Complaint

  Date:10/10/2023

  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.

  I used a toll going to ****** **, paid going, paid coming back. I received a bill saying I didn't pay. I had a friend in my car, and I paid by cash. I called the Dot today, and they said I didn't pay. I filled a dispute today with SunPass, then I had to file another one, due to me giving them the wrong date when I used the toll. They sent me a picture of my car, after I stopped and payed the cashier. It looks like I didn't even stop. I did stop going and coming, I asked them to look at the video showing them that I paid both cashiers.The date I used the Toll was August 28th, 2023. I've read up on this company, and they have a class action suit, and the people that did pay, how they lost their licenses. This is a faulty system, and our government is allowing this. I have 10 days to respond, or to pay this bill. It's not because I don't have ****, it's the principal, that I stopped, did what is right, and payed it. My friend that was with me is contacting ******************** tomorrow, this company needs to be looked into, and fix their faulty system. I don't want to loose my license especially when, I did the right thing. I know that people have gone through tolls, and not paid them. By them putting up cameras should stop this, but why didn't I get credited for paying. Did the money go into someone's pocket. I'm getting punished, for being honest. Thank you, ***************************, formerly Dragon

  Business Response

  Date: 10/11/2023

  The customer's concern was addressed. Customer was grateful for the service and information provided.

• Initial Complaint

  Date:10/09/2023

  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.

  For many months, Sunpass sent me invoices on a car that does not belong to me. They were trying to collect illegally, to make me pay for someone else's toll invoice. Each time I disputed the invoice on their website, yet they denied it and kept on sending me the same invoice on a car that does not belong to me. I am filing this complaint to express my serious concerns and request compensation for damages caused by sunpass unauthorized collection attempts on an invoice for a vehicle that does not belong to me. The incident in question has caused me significant distress and financial hardship, and I believe it is essential to address this matter promptly and fairly.Over a time period of four months, I received a notification from SunPass regarding an outstanding invoice in the amount of $7.68, which was associated with a vehicle that I do not own or have any connection to. I immediately contacted SunPass **************** on to rectify this situation. During the call, I provided all necessary information to prove that I was not the owner of the vehicle in question. I was assured by your representative that the issue would be resolved promptly and that no further collection attempts would be made. I also spoke to the collier county tax collector who issued me my most recent plate. The tax collectors e-mail: ************************/ phone ************. This plate was issued to me on 6/23 by the ************ tax collector in Collier County. The toll violation occurred on 5/24 when I was not an owner of the plate. However, despite my efforts to clarify this matter and your assurances of resolution, I continued to receive collection notices and unjustified demands for payment from SunPass. These unwarranted collection attempts have caused me considerable distress and anxiety. Additionally, it has negatively impacted my credit score. I believe a fair and reasonable amount to cover the damages caused by this situation is $8,500.

  Business Response

  Date: 10/11/2023

  Customer concern was resolved to the best of our ability

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20716246
  
  I am rejecting this response because: the business that i filed the complaint against did not resolve the matter. How can you give a license plate to someone, where the plate number already has existing toll fees? Then you are asking me to pay someone else's toll fee that is associated with a person who had the plate number prior to me.

  This plate was issued to me by the county on 6/23/23 when I was at the collier county tax collector. The toll violation occurred more than one month before the plate was issued to me. How can you ask me to pay for someone else's toll fees. 

  Even after disputing the invoice several times, Sunpass kept on harassing me and sending me someone else's bill. I have spent more than **************************************************************** the process while fighting this matter. I am simply asking for compensation since they committed such a gross error. The county kept on telling sunpass that it was not my bill, but sunpass insisted on sending the bill to me every month for 4 months. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/19/2023

  Customer concern was addressed. 

• Initial Complaint

  Date:10/06/2023

  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.

  I reported multiple times about tolls charges that are not up to date with my charges. I requested to have a call back and every time they call me, I ask why are the tolls not correct, not updated to the correct dates. I go to work in ****** and I ask the last agent to verify the tolls he said I go through 4. It's like I get charge 6 and I go to and from work. I recently paid $400 on tolls and my balance was 0. All of a sudden I have $209 of unbill two. And once again posting it late and incorrect. I need a manager to contact me before 9am and when I put that in the contact information they still call during work. I am tired of doing this on my own I need upper management and your help BBb.

  Customer Answer

  Date: 10/10/2023

  Cannot review invoice. I recently paid about $400 dollars this month on a recent invoice where my tolls aren't current and what I mean by that is the dates are not posting to the current date. And when I do pay, it's seems I am paying the same old dates and the system keep posting tolls that have been paid. This is not only an issue with me, some other Customers have this same issue. Especially with MDX when my sun pass is supposed to take care of that as well. 

  Business Response

  Date: 10/13/2023

  The customer was contacted, and the issue was resolved to her satisfaction.

  Customer Answer

  Date: 10/13/2023

   
  Better Business Bureau:
  

   I finally received a call back from **** from Sunpass transportation, for the last couple of days she has been contacting the wrong number and reaching out to my Spouse and my Spouse could not verify which number to provide to me due to different numbers calling him. Finally, **** responded back to me via email and we were able to discuss what was going on my account. 

  The issue was my account was on auto pay for some time and then it was remove due to issue with Sun pass posting of my tolls, they were not updated and posted late and I also removed vehicles because my 2011 Scion Tc was a total loss in 2021 and I got a new car which was the 2017 ****** Sentra, I was not aware the transporter was an issue as no one let me know of this until I spoke to ***** She advise I should not have gotten a invoice since I have Sun pass and due to me paying my invoices on time, it did not reflect on my Sun Pass account but instead went to unpaid tolls which cause all updated payment I sent to Sun pass to have this error on their end. She had to fix this matter and credit/refund my account today she said $805.55. I currently have only $489 and she is still processing $300 and something. What I also did was updated my account back to auto pay with my Master Card ending in 1140. 

  This matter should have been address back around 2019 and no one from Sun Pass taken the time to figure this out until 2023 in October. If it wasn't for BBB I would not have the help I needed and I am grateful for it, I have multiple email response of this issue and the employee continuously ignore my concerns and their system kept auto posting unpaid tolls that aren't up to date. 

  I am not going to have to be on top of this company, they make me have trust issue with them and their system. 

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

  Customer Answer

  Date: 10/13/2023

  
  Better Business Bureau:
  
   I finally received a call back from **** from Sunpass transportation, for the last couple of days she has been contacting the wrong number and reaching out to my Spouse and my Spouse could not verify which number to provide to me due to different numbers calling him. Finally, **** responded back to me via email and we were able to discuss what was going on my account. 
  The issue was my account was on auto pay for some time and then it was remove due to issue with Sun pass posting of my tolls, they were not updated and posted late and I also removed vehicles because my 2011 Scion Tc was a total loss in 2021 and I got a new car which was the 2017 ****** Sentra, I was not aware the transporter was an issue as no one let me know of this until I spoke to ****. She advise I should not have gotten a invoice since I have Sun pass and due to me paying my invoices on time, it did not reflect on my Sun Pass account but instead went to unpaid tolls which cause all updated payment I sent to Sun pass to have this error on their end. She had to fix this matter and credit/refund my account today she said $805.55. I currently have only $489 and she is still processing $300 and something. What I also did was updated my account back to auto pay with my Master Card ending in 1140. 
  This matter should have been address back around 2019 and no one from Sun Pass taken the time to figure this out until 2023 in October. If it wasn't for BBB I would not have the help I needed and I am grateful for it, I have multiple email response of this issue and the employee continuously ignore my concerns and their system kept auto posting unpaid tolls that aren't up to date. 
  I am not going to have to be on top of this company, they make me have trust issue with them and their system. 
  *********************************

• Initial Complaint

  Date:10/06/2023

  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.

  My name is ************************* and I received a letter in the mail stating that I have a balance with Sunpass of $537. Im confused to why I have a pass due amount with Sunpass if I have a ***** and all my toll routes say ***** and Sunpass. I spoke to **** a representative at the ***** office and said and explain to him with my statements that why am I getting a bill from Sunpass if I have ***** and I know before I was negative because I was going through some hard times, and I was unable to pay off my tolls, and I know it kept accumulating, but I also needed my job and to go back-and-forth to work so I took out a loan and I paid off my toll which accumulated $2326.74 ive paid that balance off with two payments, one of over $1,900 and the other of over $418 so after I paid off my Epass balance, I thought that I was OK because I didnt want to get my license suspended because I still need a job and I still need to go through the routes to go back-and-forth to work so I came today 10/6/23 and thats when I spoke to **** and after speaking to ****, he couldnt help me so I asked his supervisor which was ***** and she said unfortunately yes if youre negative in your account you will have to pay ***** and also pay Sunpass and I was upset and I said thats not right that ***** and Sunpass both charge me for the same tolls but separately, she said I know, but thats how it is so I left out and now Im making a complaint because it is horrible that they are allowed to rip people off even though we are already struggling and my husband is a veteran and I have to go and deal with economy going up and now I have to worry about my license being suspended because of the $534 balance that I owe to Sunpass because ***** didnt pay them and they said I dont pay it by October 10,2023 that is gonna suspend my registration but I dont even have that money and thats why I took out a loan before to pay off my balance so I dont know where they think that us working people gonna have money to pay both ***** and Sunpass for the same toll, so could you please help me resolve this matter and remove the $534 off what they saying is my past due amount I. Sunpass

  Business Response

  Date: 10/13/2023

  Spoke to customer on 10/13/23, addressed her concerns and provided a resolution.

  Customer Answer

  Date: 10/16/2023

  The situation didnt get resolved and the lady said there is nothing that she can do or help me with so what should be my next step what else can I do?

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20706356
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/05/2023

  I rejected the the reason why they get to charge the customer instead of going after the people that really own them the money which in this case was ***** because they was the one that ******** the money for the tolls that I paid so that why I feel like I should get double charged for the same tolls that they should not have the right to rip people off in this was especially with the economy right now and my husband is Retiring veteran, and we dont have Money to just give the toll both twice for the same charge thats why I will like them to remove it 

  Business Response

  Date: 12/14/2023

  Responded directly to customer today, 12/14/2023, advising again that ***** SunPass and CFX/****** manage separate toll roads and any unpaid tolls are invoiced separately by their respecting agencies. Any payments made with CFX/E-Pass would not have been applied to the toll invoices billed by *****SunPass. The ***** SunPass tolls in question are not double charges. I have provided her with documentation detailing the toll activity for her to review.

  Customer Answer

  Date: 12/18/2023

  Yes it is because if I go though till the all say sunpass and ***** on the toll both and I pay back the toll on ***** why then I have to pay the tolls on sunpass if its the same charge 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20706356
  
  I am rejecting this response because: Yes it is because if I go though till the all say sunpass and ***** on the toll both and I pay back the toll on ***** why then I have to pay the tolls on sunpass if its the same charge
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/05/2023

  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.

  On 10/5/23 I called SunPass to investigate why we're still receiving randiom unpaid invoices through Lee County when the license plate is registered in our ********************** account. At first, the representative deflected providing assistance, stating that SunPass isn't responsible for paying LeeWay tolls. When I insisted they were, he begrudgingly continued the call by claiming I added the license plate to my account after the toll transaction on 9/13/23, which was another reason he couldn't help me. When I asked why tolls for that plate were paid on on previous transactions dating back to 06/27/23, he accused me of being argumentative, refused to respond to my inquiry to review the older paid tolls and hung up on the call. I was not allowed to disagree with the person representing SunPass regardless of the validity of the concern. After all that time on hold and presenting facts, the issue remains unresolved and tolls remain unpaid.

  Business Response

  Date: 10/10/2023

  Spoke with **************, explained how SunPass works and processes and she understood. She is new handling the act-She was satisfied with the information provided and will keep my contact information in case any future questions.