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:03/16/2023

  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.

  They have non existent customer service via phone. There is not a single option to speak to a representative. Someone has used my mothers license plate number on their account so I cant activate hers. There is no way to look up if she has set up an account or not nor can I look up an account based on her license plate. Furthermore, there is no way to call and resolve the issue because there are NO options to speak to someone through their automated line. Then, if trying to submit an online request which is the only way to do that apparently, there arent any options for just customer help. Its only to pay an account, dispute a toll, the inability to log in, or buy a transponder. They need to set up some sort of help line for this kind of situation. When I went online to look for help, no one was responding ti the customers and there were several who were struggling to close account of deceased loved ones. Its absolutely horrible.

  Business Response

  Date: 03/29/2023

  I have communicated with the customer on 3/23/23 and 3/29/23 and have assisted them with their concern. 

• Initial Complaint

  Date:03/15/2023

  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 am having great difficulty right now with this outstanding Sunpass invoice. I am a single black mother of an autistic child and I dont have any help. I have been trying to remedy this situation since 2019 to no avail. The system has failed me and I had issues in which my account was linked in autopay problems, and was billed in a backlogged causing, double billing and I have reported this several times via telephone Sunpass **************** and no one has assisted me with this issue.I have yet to have the opportunity to fully explain and settle this issue with anyone. Ive had great difficulty finding someone to listen to me. I received an invoice in the mail for $6700.00, I visited the Sunpass office in ********** on 3/14/23 and was advised that my invoice is $8000.00. Then I received a whole different amount of $7600.00, and was told my information was passed on to a collector for a different invoice of $7,500 for my invoice. I am extremely unclear on what my dollar amount invoice is really is because I am being told conflicting amounts. I received a letter stating that if I dont pay this entire amount in 21 days, in which I received document less than the 21 days my license and registration will be revoked. I cannot afford to have this happen in my life at this time, I will not be able to support and take my daughter to any appointments that she has or provides for her. I visited ************** office on 3/14/23 where I was told that I could request for a dispute and no one wanted to even talk to me or come up with some type of feasible solution for both parties. I have nowhere else to turn nor do I have or can afford the amounts being requested. I have been trying to remedy this situation since 2019. Any help would be greatly appreciated, as I feel hopeless, helpless and I can not afford to not support my child.

  Business Response

  Date: 03/30/2023

  The customer was contacted and her concern was addressed.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19598523
  
  I am rejecting this response because:

  I do not feel the business tried to help me resolve this matter. I was provided false information from one of the supervisors in which I was told that I would be able to receive a reasonable accommodation/negotiation regarding this large toll amount. I was told this was not true from another supervisor . They are not trying to assist with even trying to aid in lowering to transponder fees. I feel that I was lied to, and that the business said the manager did not know what he was talking about, but they could try to reach a reasonable amount by lowering fees . I feel like I am constantly being told different things, being talked down upon, and no one is on one accord.I have not seen a statement with breakdown of funds/transactions. I am being told to pay for a large bill that I am unaware of if all is indeed mine. I feel that they could try to assist with reduction of fees, but according to one of the supervisors they don't want to it is a courtesy. I am not being treated fairly.

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19598523
  
  I am rejecting this response because:

  I do not feel the business tried to help me resolve this matter. I was provided false information from one of the supervisors in which I was told that I would be able to receive a reasonable accommodation/negotiation regarding this large toll amount. I was told this was not true from another supervisor . They are not trying to assist with even trying to aid in lowering to transponder fees. I feel that I was lied to, and that the business said the manager did not know what he was talking about, but they could try to reach a reasonable amount by lowering fees . I feel like I am constantly being told different things, being talked down upon, and no one is on one accord.I have not seen a statement with breakdown of funds/transactions. I am being told to pay for a large bill that I am unaware of if all is indeed mine. I feel that they could try to assist with reduction of fees, but according to one of the supervisors they don't want to it is a courtesy. I am not being treated fairly.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/08/2023

  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.

  After having my account under review for several months and not allowing me to pay for the full balance. SunPass sent me to collection. I stated multiple times on their recorded phone calls that I was willing to pay for the full amount and they claimed that it was not possible because it was under review. I am now receiving letters from a collection agency. After calling SunPass they stated that the case was solved in January and they discounted some charges because it was due to a system error. However, I am now being charged the full amount including the full charges placed by mistake. SunPass is extremely unreliable and the fact that one of their agents removed my automated payments and stopped charging my transponder. I have been paying TOLLBYPLATE with an administrative fee for over a year without my knowledge. It is extremely difficult to get in contact with their customer service, in some instances it takes days to return a phone call or several months to solve a dispute. This is a service that we require on a daily basis in order to use the highways. However, SunPass remains negligent and does not care about the effects their actions have on their customers for example how a collection affects my credit score.

  Business Response

  Date: 03/23/2023

  I am in contact with the customer since 3/10/2023. I am attempting to assist him with his concern.

• Initial Complaint

  Date:03/07/2023

  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 02/20/2023 I received an invoice no ********* from Sunpass "Toll by Plate" in the amount of $1,234.55. I called the same for explanation, Sunpass only replied you have to pay that amount. On 03/07/23 I called again and a nice rep, took the time to go over the notes with me and even AGREE that I should file the complaint. I have previously filed a complaint and the amount was fixed before. However, it is tedious to have to babysit a company with such power over the residents. My car, ******** 2013 is under my mother's credit, ******* ***********************, as well as my sunpass account number ********. The reason for this vehicle being under my moms credit is because I had to file for divorce, thus all my expenses went through credit cards for months, so my credit was not good enough to buy a car. After the divorce 10/16/18, all bills started piling up for me and my daughter to the point where I had to file for Bankrupcy on 2019. Sunpass rep, today, confirmed the notes were added to the then open sunpass account no ******* where ********************** did not close the account and left an open balance of $159.61 with noted in Sunpass system refering to the account holder is responsible to pay the remaining balance (i just found out all of this today). Invoice received for account no ******** according to the rep ************ transponder activity from 06/01/19-12/03/22. There is a note in Sunpass account (only reps can see) from March 4th 2020 (where I opened a BBB case) saying I owed a balance of $665.23, sunpass account holder discount was applied and I paid $402.12 and left a positive balance of $10.00. Since 2019 I was sent to work from home. Literally from home. the only place i would go to is my daughters school which is 2 miles from my home zero Xpressways. If, I have been working from home since 2019, I had my balance paid in full buy 2020 and kept paying my balances up to now, how in the world, I owe out of the blue $1,257 as of 03/07/2023. My husband is going through the same.

  Business Response

  Date: 03/10/2023

  The customer's concern has been address.

  Business Response

  Date: 04/19/2023

  Attempted to contact customer and unable to reach her.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19551151
  
  I am rejecting this response because:
  
  i had paid in person to sunpass the previous charges up to 2022.

   

  anything after i do concur i owe. 
  Sincerely,
  
  *************************

  Business Response

  Date: 05/04/2023

  5/4/2023 - contacted customer and provided information that supports our resolution.

• Initial Complaint

  Date:03/03/2023

  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'd been receiving Sunpass toll by Plate Invoices which doesn't make sense, since I'm been an ***** Customer for a couple of years and my account with ***** always has plenty of available balance.I tried to reach Sunpass Over the phone and the wait time is always over 100 Min, i also sent an email and their response was you need to pay the invoice. No explanations or investigations.My ** Plate is 953YH.Seems i getting tolls deducted from my Epass account and toll by plate is also billing me. Double Billing.I received a Collection letter from AllianceOne for the Amount of $476.96 on 02/09/2023 Reference ******** ******* Toll by Plate Account 92209945.I barely use the Toll System, 3-7 times a month.

  Business Response

  Date: 03/13/2023

  We contacted the customer and provided of complete explanation of what is owed and how to pay the charges. 

• Initial Complaint

  Date:03/01/2023

  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.

  Sunpass has been erroniously charging fees and creating additional accounts under my license plate so that I cannot automatically pay for my account and recently sent something into collections over fees.

  Business Response

  Date: 03/03/2023

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

  Customer Answer

  Date: 03/05/2023

   
  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:02/24/2023

  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.

  FDOT ( Sunpass) keeps billing me for tolls for a ************* Tuscan plate #**BXHM . This is not my car nor is this car registered to me. The bills started in Oct-Nov 2022 and I disputed many many times, only to find out that the dealership I purchased the car from mixed up my plate with another vehicle. on 12/2/22 I received evidence of this from the dealership as well as documentation to evidence the mix up and proof that that plate was removed from my name, the dealership even paid all the tolls leading up to that day. We are in Feb 2022 now and i continue to receive bills for this vehicle despite me advising Sunpass and providing evidence of same numerous time. Each time I file the dispute it's closed with no resolution. I even went to the *** and documented that this car nor plate belongs to me and I continue to be billed. I have Sunpass and I have both my vehicles registered none of which are a white tuscan with that plate #. Why on earth would I go round and round for months on end to avoid paying a toll. This is just insane.

  Business Response

  Date: 03/03/2023

  The customer's concerned has been addressed at the customer's satisfaction.

• Initial Complaint

  Date:02/23/2023

  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 travel for my job every week. I signed up for Sun Pass shortly after moving to ******* six years ago. I park my car at the airport Long Term parking every week and use Sun Pass for payment every week for years. Starting the middle of January Sun Pass stopped working for that airport parking. It is still working for highway tolls. I have spoken to staff at both Sun Pass and airport parking multiple times. Every single time the person I am talking to blames the problems on the other one so quickly it is impossible they are checking anything or even looking at my account. The last time was Wednesday, February 22 at airport parking where the person I spoke to was not in front of a computer, did not want to know my name or account number but they were ABSOLUTELY SURE the problem was Sun Pass and were offended that I wanted them to check.As long as everybody is perfect, no one bothers to check, and it is 100% the other guys fault nothing will ever get fixed. Please help. Sun Pass ACCOUNT # ********

  Business Response

  Date: 03/10/2023

  3/1/2023 - communicated with the customer and addressed his concerns. 

  Customer Answer

  Date: 03/10/2023

   
  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.

  It is sad a complaint was needed to get someone to pay attention to the problem but it is now fixed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/23/2023

  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.

  88 minutes to talk to customer service. Unacceptable!

  Business Response

  Date: 02/24/2023

  We spoke with the customer today and addressed his concerns. He provided valuable input. It was a productive conversation.

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 has linked my name and address to a monthly charge. Each month I have had to go online to the sunpass site and dispute this charge. I have asked them to remove my name associated with license plate ****** who continuously gets to drive around the **************** FREE. Sunpass will not let me speak to a supervisor, after numerous attempts to do so. While they do remove the charge, they seem unwilling to actually provide customer service and correct this issue for full resolution. What kind of business cannot or will not correct glaring issues that affect not only me but others as reported to BBB.Again, want resolution of this issue so there will no longer be an inconevenience for me monthly to dispute a charge that allows another to continue to abuse the system in my name.Thank you.

  Business Response

  Date: 02/27/2023

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