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: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.
Initial Complaint
Date:09/22/2023
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.
Sunpass is billing me for tolls dating back November ************************************************************************************************* my household. I have submitted multiple claims to Sunpass to resolve this issue and Sunpass has deemed that I am still responsible for the toll charges. I have explained and provided proof to Sunpass that this vehicle (which is registered in the **************, but incurring ******* toll charges) does not belong to me, nor have I ever had any affiliation in the **************. Sunpass still denies my claim and has sent the outstanding balance to a collection agency to attempt to collect the debt from me. I believe that I should not be responsible to pay for tolls that are not mine and I feel like Sunpass has tried to take advantage of me in this situation by pressuring me to pay the invoice.
Business Response
Date: 09/28/2023
Customer was informed on 9/25, she needs to provide a full Police report for further assistance-SunPass is waiting for the document.
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.

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