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:09/12/2023

  Type:Sales and Advertising 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.

  When traveling through florist we came up on a toll both. There was no one there to take thr money and the light was ************* cars to go.. we did then I got a bill in the mail for the $1.00 toll and then a **** fee for a total of $3.50, I called sun pass they said that since the light was green I had to pay this, I said there was no 9nethere to take my $1.00 and the light showed green to go. This is the biggest fraud in US history. So by sun pass not having no one to take driver's money they scam everyone another $**** fee. There no sign saying if you go through on a green light you will have to pay the $1.00 charge and $**** fee. It's not the issue of $1.00 it's the principle of scamming thousands of people the $**** fee...sun pass needs to pay back everyone they scammed the $**** fee plus the $1.00 they charge for people going through on a green light....this is so wrong for sun pass to continue to scam thousands of people everyday

  Business Response

  Date: 09/14/2023

  9/14/23-we have made contact with the customer and have resolved this matter to his satisfaction

  Business Response

  Date: 09/28/2023

  This was attached to this complaint by us on 9/14/23

  9/14/23-we have made contact with the customer and have resolved this matter to his satisfaction

  Business Response

  Date: 09/28/2023

  on 9/14/23 we added to this site-we have made contact with the customer and have resolved this matter to his satisfaction

  Business Response

  Date: 09/28/2023

  on 9/14/23 we added to this site-we have made contact with the customer and have resolved this matter to his satisfaction

  Customer Answer

  Date: 09/28/2023

   
  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:09/07/2023

  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.

  Dealing with issues with Sun Pass and the *** have only been resolved after filing a BBB report since trying to resolve it by email or phone will get you nowhere. I have had issues over the years and suspect others have had it to with double billing whether through SunPass or cash. I constantly get bills in the mail when taking my truck through a toll and pay with cash. I started collecting receipts from the toll booth operators while using that vehicle and every time after paying cash a few weeks later I get a bill in the mail. This happens every time and they put the burden of proof on you either show your receipt or pay. I have no problem showing them the receipt since I get one every time but this almost seams like a scam. This is the second time *** wrote a BBB complaint with these entities (SunPass and ***) and find it odd that previous BBB complaints arent in the BBB website when researching. It almost seams like someone is covering it up. For example when you look at 2021 and 2022 theres only a few but years ago when filing my complaint I took screen shots of hundreds of complaints. I think one of the biggest issues is that if a person doesnt pay this fee a private company can cancel their registration using the state, seams odd.

  Business Response

  Date: 09/12/2023

  9/12/23-We have spoken with the customer about his concern

  Business Response

  Date: 09/15/2023

  We have resolved this issue with the customer.

• Initial Complaint

  Date:08/30/2023

  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.

  Issues officially began July 28, 2023 when I requested to close my account due to having a credit of $135.16. From this time frame on throughout the next approx. 21 days per employees/supervisor working at Sunpass I was given unnecessary run around to received said credit. (have email correspondence of deposits call logs/times of calls about this) I wasn't given explanation during the beginning of this process how the funds would be disbursed back to me. Only to have multiple emails of different amounts of deposits that did total the $135.16, however, that's not the biggest issue. When I called mid July to inquire about tolls/credit/why tolls aren't being paid from account, explaining there has to be tolls paid as I use them primarily the west bound parkway toll and I still had this outstanding credit, (I verified car tag) Still offering to pay because I honestly thought tolls were out there somewhere. I was still advised by Sunpass I had no outstanding tolls to pay and it's credit on my account, they even when as far as advising me to contact Hillsborough County Toll Enforcement being I was so adamant and pretty much sent me on a wild a** goose chase (**** confirmed I didn't have anything either) so I finally had enough and requested the account be closed and funds be reimbursed. Now, with tag renewal they are saying I have an outstanding balance which totally negates all this hassle endured and sure enough I have an invoice from sunpass with approx. this amount to pay towards tolls(?) which I was reimbursed?? Something is off. I offered countless times to pay said tolls from said sunpass account that YOUR personnel insisted I did not owe. This is ridiculous. Requesting a formal audit and investigation into this matter ASAP because they also told me I am receiving a paper check in the mail for around $4.00 from a few years ago linked to this account within the next 45 days but It will cost more to issue paper check/postage to get to me. Why not electronic?

  Business Response

  Date: 09/05/2023

  SunPass received the complaint on 8/31/23 and customer had been fully refunded to her credit cards on 8/15/23.Customer was contacted three times as required ,but unresponsive..

  Business Response

  Date: 09/14/2023

  Customer called back-provided call reviews-Adjusted INV act -Customer agreed on 9/08 paying online-Has not yet.

• Initial Complaint

  Date:08/26/2023

  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 received a bill showing a car with the license plate 97B GLP. I drive a 2015 ********* Fiesta with license plate 96B GLP. They need to bill the correct person.

  Business Response

  Date: 08/28/2023

  Found to be a plate misread. Forwarded the toll charges over to the correct registrant. Customer is not responsible for recent toll charges. Notified customer on 08/28/2023 to advise. Awaiting response.

• Initial Complaint

  Date:08/25/2023

  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.

  I had to update my payment information within SunPass since my card information was stolen. I entered my bank account info so it could automatically withdraw from my account, only to find several days later (2) $25 non-sufficient funds fees added to my SunPass account. I called in to dispute this, and they informed me it was an issue with my bank. I then called my bank, who had no record of these transaction attempts, and confirmed I had plenty of funds in my account at that time. I then opened several cases over email with SunPass to dispute this, which were closed with no resolution (and ultimately the same terrible canned responses). I called again today to have my issue escalated, only to be informed that there is no reverting these charges, and that this is my fault because I entered the bank information incorrectly. The problem I have with this is I entered my bank account information as instructed on the website, only to find out TODAY (over a month later) that I entered the information wrong by the customer service manager and that I have to pay the fees.I will pay for the tolls that I went through. That is all. I will not pay non-sufficient funds fees for a poorly designed website portal where a user is allowed to enter banking details in the wrong format, and then charge irrevocable fees as a result. My bank account had plenty of funds at the time that SunPass went to withdraw them from my account. I can provide my checking account statement for the entire month of July for whoever wants to review it to verify this. But I will not pay these fees, as this is is a SunPass user interface issue, and the representatives I have spoken to clearly have no understanding of that fact.Thank you for your assistance in this matter of removing these fees from my account.

  Business Response

  Date: 08/28/2023

  The customer was assisted, and the issue was resolved to his satisfaction.

• Initial Complaint

  Date:08/24/2023

  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 went through a toll bridge in *******. We did not have cash. I was instructed by the toll booth operator to mail my $4 check and given a card with instructions and an address to send it to. I sent the payment right away when I got back home to ****. They cashed the check as evidenced by the attached check screenshots. A short time later I received a bill in the mail for ****. The original $4 plus a $2.50 charge. I disputed this, I was denied. So, I paid the $**** but disputed it again. I was denied again. I attached screenshots of these denial emails. I attempted to call the customer service, it is impossible to speak to a human being. Sure hope I dont have to pay it a third time. Dont ever go to ******* without cash!! I know its not a lot of money, but its the principle of the matter.

  Business Response

  Date: 08/25/2023

  We resolved the issue to the customer's satisfaction.

• Initial Complaint

  Date:08/22/2023

  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 received a toll ticket in February. When I went to pay the online service said that if I start an account it would take off the admin fees and future fees would also come out. It was $10. So I set it up, on February 28 they took $10.45 out of my account. I received another violation in June. It was suppose to come out of the $10 but didn't. I assumed it was because I got the charge outside of ************. I paid it. That charge was $4.62. I received another violation(this time in ************) in July, that's when I realized there is a mistake on their end. When I got this violation it states that I only paid $3.62. I also am not able to log into the account I set up. It states that none of my information is correct(I use the same information for everything). So I filed a complaint. The return email said that they seen about the $4.62 and would fix it( it was not credited to my account), but did not help me with the account. He did give me an account number but again it says that is incorrect. The guy closed out the email so I could respond. I have called and left several messages with no results. Well yesterday I got another bill just for admin fees for another $2.50 when I didn't even use the toll. So there has been 3 admin charges which shouldn't be there, I never got the dollar credit, and the $10 has vanished. This all in the same car, so it is under the same plate number.

  Business Response

  Date: 08/25/2023

  We spoke with the customer and resolved the issue to her satisfaction,

• Initial Complaint

  Date:08/14/2023

  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.

  For the last four months, Sunpass has been charging my account for someone elses car going through. I believe its *************. I sent them a copy of my registration and they told me to delete it from my account. Theres nothing they could do for me my car is never been through the toll if they look at the pictures my car is a 2013 jeep grand Cherokee and they told me that the car thats going through the tolls is a Chevrolet why they cant credit my account Total incompetence

  Business Response

  Date: 08/17/2023

  ***************** misread transactions from ************* toll authorities were resolved on 8/17 satisfactorily.

• Initial Complaint

  Date:07/28/2023

  Type:Product 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.

  On 3/29/23 I entered the *********************** parking lot using my sunpass transponder. When I left the parking lot on 3/30/23, I was having issues with my transponder and the customer service agent at the airport asked me for the transponder code. I provided it and the next day, I saw I had an e-mail saying my card was declined. I logged onto my account and added a new card and funds.Then, on 4/4/23 I was charged $90 for parking. For the past 4 months I have been contacting Sunpass to receive a refund and even though on 6/20/23 I received a refund for $45, it was the incorrect amount. I called approximately 7-8 times. The first couple of times I was told that my case was being expedited and yet after about 1 1/2 month when I called to follow up I was told my case had not even been assigned to a representative. I was mocked by the customer service representatives, I was lied to and ultimately they have failed to refund me the appropriate amount. My case was originally filed over the phone and I was never told I needed to provide any specific documentation. Nevertheless about a month after I first contacted Sunpass, my case was closed due to insufficient proof I have provided e-mails from sunpass with proof of when I entered and exited the garage. Yesterday when I called to ask for the remaining $15 I was told again that Sunpass would reach out to the airport for clarification on why only $45 was refunded, even though I have demonstrated I was only parked for 2 days which only cost $30.

  Business Response

  Date: 08/11/2023

  I have spoken with the customer and resolved her concerns on 08/08/23.

  Customer Answer

  Date: 08/11/2023

   
  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:07/25/2023

  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.

  So I purchase a new sunpass because I purchase a new car I went a head and add 20 dollars to my sunpass on the 06/23/2023 only to realize that they went ahead and add the money to another account that has a wrong license plate number that does not belong to me . When I look they send me bills in the mail that I owe them I try reaching bout to them telling them I don't owe them nothing because I have a sun pass they keep giving me a hard time I wanted to charge me more money for sunpass that they already add to a wrong account

  Business Response

  Date: 07/28/2023

  The customer's concern has been addressed, at the customer's satisfaction.  

  Customer Answer

  Date: 08/03/2023

   
  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,
  
  ********************************* ******