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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

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    Customer Complaints Summary

    • 190 total complaints in the last 3 years.
    • 61 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/04/2023

      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.
      On Saturday, April 15 my family and I were on our way home from ****** ******* after our vacation and we encountered a Sun Pass toll. A few months later I recieved a bill for $6.50 from SunPass and I paid this online using my checking account on 5/29/2023. On June 17, I received another bill from Sun Pass that states that on 5/29 I issued a checking account payment and on 6/02 my checking account had insufficient funds and a $25.00 fee, along with a $2.50 administrative fee charged on 6/17. On Wednesday, June 28 I called Sun Pass to inquire about these additional fees, verify the account information I had used to pay the bill, and was told by a customer service representative that there was nothing they could do about it because it was my bank's fault. I called my bank **************** in Sparta, ********) and a customer service representative spent 15 minutes on the phone with me combing through my account and found that the $6.50 was never charged on 5/29 and there were more than sufficient funds in that time period so an insufficient funds fee would not be possible. I was able to verify this on my own by looking at my online bank account and I do not see at all that this Sun Pass toll was ever actually charged. After speaking with my bank's representative, I called Sun Pass back again, spoke with another customer service representative and asked to speak with the supervisor. I talked with ****, the supervisor, who for the third time, verified my payment information was correct and told me to file a complaint with Sun Pass and submit a picture of my account balance during that time to prove I did have sufficient funds. I did this and on Friday, June 30 I received an email back from Sun Pass denying my claim that a mistake on their end was made and that I would need to take up the matter with my bank. The representative from my bank also reminded me that if there were insufficient funds in my account I would have been charged a fee as well- I was not.

      Business Response

      Date: 07/19/2023

      Notified customer on 07/17/2023 and 07/19/2023. Awaiting response.

      Customer Answer

      Date: 07/20/2023

       
      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.
      Thank you for your time and effort regarding this, I truly appreciate it! 

      Sincerely,

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

    • Initial Complaint

      Date:06/30/2023

      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.
      October 10, 2021 my husband of 53 years passed away. I notified SunPass of his death in December of 2022. I had sold the house in *****, ** on May 10, 2022 and moved to ******** August 2022. The account was in ******'s name, and I went in the account ******** to make address correction and let them know of the situation. It is now one day before July and I do not have the $10.35 refund. I have phoned several times and was told the check was sent out. But today I called and was told the account was just closed in May and will take 21 days to send the check. They sent the refund to the expired credit card, which was returned. Then sent out a check to the ******* address. Not cashed, so they have to research if it was cashed. So that will be another 45 days. Why when I was told it was closed, it was not. Why can they not just send the meager amount to my new address and I can get over this mess?

      Business Response

      Date: 07/06/2023

      The customer has been assisted to her satisfaction.

      Customer Answer

      Date: 07/07/2023

       
      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:06/21/2023

      Type:Product 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.
      on the date of 01/14/2023 15:33 PM I entered *** airport parking lot and self paid parking fee $3 at the kiosk at 16:32. However, the sunpass charged me again when I left the parking head to the high way, $6 which should not be charging as i paid inside the parking it took extra 1 min to get out-- receipt time stamp is 16:34.I have created 3 cases both got closed saying missing info which is completely incorrect everytime i provide dates/evidence of receipt/ transaction numbers in my account but they just keep saying they dont know where is it. service request number ************ service request number 1-8874260359 service request number ************ I have attached the ticket I paid shows the enter/paid time, and sunpass receipt that charging me $6

      Business Response

      Date: 06/27/2023

      A refund in the amount of $6 has been processed. The customer entered on January 14th with a ticket but their SunPass was accepted as well.  Spoke with *************,advise refund of $6 has been completed towards the balance of his SunPass act-Customer thanked me for the assistance.

      Customer Answer

      Date: 06/27/2023

       
      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,

      Duo *****

    • Initial Complaint

      Date:06/14/2023

      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 was told that I had a zero balance. Out if the blue I received another charge of ****. ***************************** and *************************** were no help. Neither one resolved.As a one-time courtesy, **************************** (VIP), the collection's organization working or pehalf of the *************************************** (THEA)removed the collection fee from the total collection balance owed,leaving the balance for tolls only. The customer paid the collection balance on June 1, 2023, for $18.70. The collection balance is at zero as of today's date, June 2, 2023.

      Business Response

      Date: 06/14/2023

      The customer's concern was addressed.

      Customer Answer

      Date: 06/15/2023

       
      Complaint: 20183463

      I am rejecting this response because:
      There were no invoices for the ****. It was put on my account after they removed a collection fee that should have never been placed on my account.  This is a money hungry company.  All reviews show the same pattern with other customers!
      Sincerely,

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

      Business Response

      Date: 06/16/2023

      The customer was contacted and was provided all the information requested.

      Customer Answer

      Date: 06/20/2023

       
      Complaint: 20183463

      I am rejecting this response because:  Proof of charge was not provided.  No one looked into it and nothing was resolved.  I didn't receive a refund, nor an apology. 

      Sincerely,

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

    • Initial Complaint

      Date:06/11/2023

      Type:Product 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.
      On 6/3/23, I received a toll enforcement invoice, dated 5/25/23, for a toll charge on 5/2/23 at 4:36 pm. The description of the toll is "I-95 ********** EXLN ** MP19". I immediately contacted SunPass to request clarification, because I never use the expess lane on I-95. The SunPass rep advised that the violation was not for using the express lane, but for the exit lane and offered to waive the admin fee. The rep then advised that I have several more violations in different dates. I advised that I had not received any other invoices, and wanted to know the exact location of the violation, as this is a route I have been taking since I started my new job in 2018, and never had this issue. The rep opened up a service request # 1-9463868413. On 6/8/23, I once again contacted SunPass, after not receiving a response. The rep told me the review usually takes 3-4 days to complete, and advised she would expedite my review. As of 6/11/23, still no response. I took videos of my car entering I-95, at ********** Bch, and driving the same route. There are express lanes to the far left, that later merges into one, however the lane while no longer being an express lane, still has cameras above it, which should be illegal. The SunPass rep advised me that my violation is a toll violation. I advised her there are no tolls on I-95 from ********** Bch, to my exit at 595. I need to have this resolved, as I do not want to continue being charged for violations I never violated.

      Business Response

      Date: 06/12/2023

      Customer was contacted and satisfied with the resolution provided.

      Customer Answer

      Date: 06/19/2023

       
      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:06/06/2023

      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.
      ******** simultaneously charged me tolls while ***** charges me. I removed my tags from sun pass as well as the transponder and closed my account, however, Sun Pass claims that this isn't enough. I deposited $100 Sep of 2020, to cover any cost associated with my account when I closed it. Sun Pass has been using that deposit to continue the account and charge while I continue to pay *****. Now they want me to pay them more to stop. Frustration doesn't begin to explain this type of highway robery. I've tried talking and to no avail, they are persistent in this type of abuse of power. Spoke with supervisors as well as attendants and there seems to be no room for any constructive resolution. Just give them more money and they still haven't closed the account.

      Business Response

      Date: 06/08/2023

      I have spoken with the customer on 6/8/23 and provided a resolution.  

      Customer Answer

      Date: 06/12/2023

       
      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:06/05/2023

      Type:Order 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.
      A recent dispute was submitted to Sunpass **************** to advise that I was being fraudulently charged for transactions related to not riding in the express lane on I-95 North. When driving on I-95 N the express lanes were two and now one. The lane that closed is still active. I have attached photos to show that cameras in the inactive lane are still billing commuters who are NOT in the actual express lane. I submitted a request to Sunpass to alert them of this error and my cases were closed without a resolution. Please provide the refunds for request **************************** in relations to account #********.

      Business Response

      Date: 06/07/2023

      6/6/23-We made contact with the customer who indicated she was satisfied  with the outcome.

    • Initial Complaint

      Date:05/28/2023

      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.
      On Wednesday may 24th I noticed I hefty $25 charge in the sunpass account. I called and was placed on hold. During the hold, I realized this was a charge for entering the wrong account number. In disbelief, I asked the rep if this is correct and she said yes. I told her that prepaid accounts do not work this way. They either get loaded and you get 25% off or they get declined you have zero balance and you don't get the discount. I would rather pay by plate than get ripped off and get told to stay off toll roads. My complaint isn't about paying tolls it's about their unreasonable fee and their lack of customer service. When she told Me to avoid tolls I told Her she is only saying this because surpass is a monopoly she got furious and from then on everything went downhill. No one wanted to help me and everyone kept saying stay off the tolls.

      Business Response

      Date: 06/09/2023

      06/09/2023 Received approval response back from management
      Processed reversal credit amount $25.00, back to customer PRIVATE account *********,
      Spoke w/ ******************************* @ **************,
      Advised **********************, credited NSF amount $25.00, as a one-time courtesy, per management approval
      Back to his SunPass account, presently shows he has a positive balance ($15.77)
      Asked ********************** was there anything else that I can help assist with.
      Asked ********************** was he satisfied with the outcome of his issue w/ the BBB
      *************************** advised yes he was satisfied, and he thanked me for my help.
      Noted BBB website regarding customers complaint / ID # ********
      Sent courtesy confirmation email to: ************************
      Provided my contact information and availability for any future assistance.
      Closed Issue

    • Initial Complaint

      Date:05/23/2023

      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.
      In the month of ***** I had 184 toll transactions. Per the bill that went into effect in ******* starting January 1st 2023 50% of my toll transactions will be refunded. They are refusing to give me the money back from my transactions in *****. I received the credits from January February and March. It's is now May 23rd and I still have not received my credits for ***** and after talking with a supervisor I still have not been able to get the toll relief credit

      Business Response

      Date: 05/26/2023

      We contacted the customer and provided him with the credit he is due under the terms and conditions of the Toll Relief Program.

    • Initial Complaint

      Date:05/12/2023

      Type:Customer Service 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.
      Filed a complaint with Sunpass on 05.05.2023 and chatted with agent online through their website. She informed me that it would take 2 business days to review/resolve the complaint. I asked for it to be expedited due to the high amount. Issue: when I exited the *** parking garage Sunpass automatically charged my account $480 even though when I entered the *** parking garage on 05.01.2023 Sunpass didn't accept my entry and forced me to take a paper ticket. This had been happening for awhile that upon entry it would deny my Sunpass and I was forced to take a ticket. There was one trip about 2 weeks prior that entry worked but when I went to exit it denied my exit and I had to call Sunpass while at the exit and manually provide my information. In looking at my Sunpass account on ********************************* has me registered at never leaving the *** garage after my entry on 04.03.2023. I also let them know that is impossible as I provided the attached receipts for my entry and exit manually through *** parking garage and also they can see my Sunpass Express Lane activity from ************* to ***** and back during that same timeframe. My car can't be parked continuously in the *** garage and driving the express lanes down I95.I reached out to them again on 05.11.2023 since there was no resolution in 2 business days and got the same vague answer from the agent. When you try to call, you only get a survey and can't actually navigate through the prompts to speak with someone.

      Business Response

      Date: 05/19/2023

      The issue was resolved to the customer's satisfaction. 

      Customer Answer

      Date: 05/22/2023

       
      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,

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

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

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