Business Profile

Toll Booth

SunPass Operations / Department of Transportation

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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

214 total complaints in the last 3 years.
78 complaints closed in the last 12 months.

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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:03/18/2024
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 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 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.
We sold one of our cars to Carvana on 1/22/2024. The Sunpass transponder was in the car. ******* inspected the car and said they had checked for personal items. This was in ************ **. They then put the car on a car carrier and trucked it to ****, where they sold it. Sunpass is attempting to bill us $146.40 for this. We have repeatedly spoken with Sunpass and provided them with the Bill of Sale for the car. They have admitted that the tolls are for ***************, which likely had it's own transponder as well ( our transponder was tied to a two axle passenger car ). They refuse to work with us to come to a fair resolution, even though we tried. We are Seniors and this billing is erroneous, unfair and a hardship. Please let us know if you can help us with this matter. Thank You
Business Response
Date: 03/21/2024
We worked with the customer and the issue has been resolved with *******.
Customer Answer
Date: 03/22/2024

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:03/11/2024
Type:Order 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.
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 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.
Last 03/13/2024 I was charged for $0.66 by SunPass at 1:43:14.Transaction: *********** Transporder: ************ Location: SR836 East (******** *****)Axle: 2 That day I was towed by triple AAA because my car was broken, that's why I am asking for a reimbursement because they have charged it to my account and I did not use the express way.Attached photos whe I was being towed from ***** to ********** you can contact triple AAA for verification purposes; driver's name: *******.I called Sun Pass and they did not help me to fix this mistake and they did not give me an easy way. They ask me to do a dispute online, thing that I did but they has closed my dispute with no contact me nor take any action.I am upset about it.The ticket number is 1-11004687943 (it's already closed)
Business Response
Date: 03/07/2024
Contacted customer via phone and email. Waiting for customer's response.
Customer Answer
Date: 03/07/2024

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: 03/14/2024
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 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 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.
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.
Account went into collections in 2021 without notice. The correct address was on file, but they sent notices to an incorrect address that was off by one digit. Phone number was listed in the account, but no phone calls where made.Spoke to a representative who stated that the bill would be adjusted once the account was brought back to good standing and the bill was paid. Spoke to several representatives who stated that she was INCORRECT in telling me that, and that is not the proper procedure.A supervisor and a manager refused to listen to the call to hear the mistakes that she stated.
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.
Customer Answer
Date: 02/21/2024

Complaint: 21315441

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

Sincerely,

*****************************
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.
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.
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: 03/12/2024
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.
Account Number: ******* As I am reviewing my **pass account due to a low balance alert, I see some transactions that have been wrongfully posted. The dates that posted I was out of state and my motorcycle was not used. I have proof that I was at work during the time and had Covid in August. The **pass statement state the transponder was read. On 4/13/2023 I made a payment of $20 to pay the $8 balance and slowly my account has depleted without it being used. I have used my SUNPASS and the dates are correct. I have had the transponder in my vehicle and didn't have an issue the prior months being charged. I contacted **pass via email and phone and was basically told its their word verses mine. Stating the "transponder" was read, which again I was working out of state. I am Flight Attendant and I am gone for days at a time. I need to carry my luggage and obviously can not do so on a motorcycle.
Business Response
Date: 02/13/2024
Attempted to contact customer on 2/9/2024, 2/12/2024, and 2/13/2024.
Customer Answer
Date: 02/13/2024

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: 02/28/2024
****** 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.
On 7/27/23 I lost my Sunpass transponder, but did not know it was missing until I began receiving toll violations for my ****** license plate #******. I reported it missing to Sunpass on 9/23/23 and got a new transponder. I requested that the $61.25 in charges that were not mine between 7/27/23 and 9/23/23 be refunded. They said no, so I disputed with *****, my credit card company, who resolved the dispute and credited me the refund. Sunpass then re-charged my account. When I questioned Sunpass, they said to open a dispute which I did on 12/20/23, #1-10577160962. When I hadn't heard re: resolution, I spoke to supervisor **** on 1/15/24 who told me they were waiting for a police report and once filed, they would resolve it. I filed and sent a police report and they have closed my case, saying I am responsible for the $61.25.
Business Response
Date: 01/25/2024
Communicated with customer and addressed her concerns
Customer Answer
Date: 01/29/2024

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: 01/30/2024
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,

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

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