We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Toll Booth

SunPass Operations / Department of Transportation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toll Booth.

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 a Location

SunPass Operations / Department of Transportation has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 189 total complaints in the last 3 years.
    • 61 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/16/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I live in ************** and own a SunPass that I use for the toll lanes up here. I only use one vehicle and the transponder never leaves my car. I have received an invoice from ** QuickPass for multiple tolls that date back to March 2022 that were not picked up by the transponder. I now owe over $120 to ** QuickPass due to my SunPass transponder not working. I tried calling SunPass and was not able to get anyone on the phone and was on hold for almost an hour. I then tried to email them and open a case on February 2nd and still have not heard back. The service request is #************. I am seeking to understand why my SunPass is not working efficiently and why I am receiving charges for toll lanes from ** QuickPass. I would also like to cancel my SunPass and be refunded due to the inability to get in contact with anyone at this company to help with my concerns. I also have no faith for what times the transponder will or will not work.

      Business Response

      Date: 03/01/2023

      Communicated with customer and addressed her concerns.

    • Initial Complaint

      Date:02/14/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a SunPass on my car the current transporter was 80 dollar negative and could not access that account I purchased a new SunPass transporter I paid that balance and My invoice of 184 in tolls , Then they could not renew my plates because E-pass is charging me for same tools I already paid they would not assist me nor delete an account never sent me an E-pass always had a Sun pass on my windshield I attach my sun pass I paid and the ones they are charging

      Business Response

      Date: 02/14/2023

      Spoke with ************,tried to explain the difference between SunPass & ***-She claims she doesn't have an ***** transponder. I tried to make her understand that *** & SunPass invoices are only for their own tolls,they are not the same.Her SunPass act was negative from 2021 until this week and the *** transactions couldn't be paid with her SunPass transponder,that is why she received  the *** invoice. The payment she did to SunPass doesn't include *** tolls..Customer was very upset & disconnected the call.She didn't have the patience to listen to my information.

      Customer Answer

      Date: 03/17/2023

       
      Complaint: 19394087

      I am rejecting this response because:I would like for them to fix the issue so they can release my plates and get my money back for late fee and penalty

      Sincerely,

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

      Business Response

      Date: 03/21/2023

      We spoke with the customer again and emailed her the information she requires to move forward.

    • Initial Complaint

      Date:02/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sunpass started invoicing me for toll charges in November 2022 for a vehicle that I don't own for ******* license plate ******. When I contacted ********************** via their online dispute form, I explained to them that I am a **************** resident that hasn't owned a ******* vehicle in about 20 years and I never owned the car in the photograph that comes with the Sunpass invoice for the toll charges. The Sunpass representative refused to check *** records and that I must provide documentation proving I am not the owner of license plate ******. I contacted FLHSMV and followed their instructions to request documentation from the *** by mail. I finally received an official document from FLSHMV a couple weeks ago showing I was the registered owner of license plate ****** from **/**/**** to 3/12/2003. I sent an electronic copy of the document to Sunpass but the representative at Sunpass rejected the document and incorrectly stated that I must send a copy of a Police Report instead which is impossible to do in this situation. I am requesting that Sunpass correct their mistake and to reverse all invoices from 11/1/22 to today's date for the charges accrued for license plate ****** and stop charging me for that vehicle's toll fees that accrue every month. I'm not sure why Sunpass can't simply check the FLHSMV records for themselves which would have been a lot easier for them to do than for me to do in ****************.

      Business Response

      Date: 02/16/2023

      Act was placed on hold for fraud investigation-Customer paid in error for INV he is not responsible-he has been informed-waiting for IT to complete the refund

      Customer Answer

      Date: 02/16/2023

       
      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:02/03/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an issue with billing and few months ago and was told it was fixed.On 01/28/2023 I received a billing invoice which states I owe almost $300.00 ($296.00), I have not been using the sunpass that much. I have tried and tried to contact this company and in one is there to answer the phone. The waiting time is most times 166 minutes and when I enter the information for a callback, the number rings then hangs up- then there is a voicemail. I was previously told that they were billing for each transponder but that the situation was fixed. I did pay $100.00 on 01/06/2023 and have tried to find out why this ridiculous bill? I travel the most two times per day and some days not at all. It is very frustrating to be billed for something one does not use and there is no means of disputing. This company needs to go! We need to have a new contract I am will to get my account up to date but will not be forced to pay my hard earned money to a company that is shady as this one. I need a director or manager to fix my account.

      Business Response

      Date: 02/07/2023

      We have spoken with the customer and have reached a mutually satisfying understanding

    • Initial Complaint

      Date:02/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was never informed of some tolls that i had and when i went to get my registration for my car i was informed that i owed $3500 for unpaid toll and i beileve some of that is not even in my name as though my registration was under someone i have never heard before. i can not pay that much to get my car registered and i was never informed of that.

      Business Response

      Date: 02/03/2023

      The customer concern has been addressed to her satisfaction.

       

    • Initial Complaint

      Date:01/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It is impossible to reach a customer service agent to dispute a false charge. Their automated system was designed to make it impossible to reach a person to dispute a charge. I clearly do not own a ***** Pilot, yet Sunpass expects me to pay this person's fine. Charge the amount to the correct person, I do not own a ***** Pilot.

      Business Response

      Date: 02/06/2023

      I have called and emailed the customer on 2/3/23 and made a follow-up phone call on 2/6/23. I have not received a response from the customer. Their concern was resolved on 2/1/23.

    • Initial Complaint

      Date:01/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,My wife and I have been Sunpass customers for over a decade. Before the website was not so great and sending checks was the main method of payment. I have on 2 occasions sent checks that were not ever cashed. This was several years ago. The phone system was always horrible and it is not uncommon to have hold times that are well over one hour. I preferred to mail in a check. I was able to make payment and get back to current however I kept getting invoices in the mail. I called and was on hold for over an hour trying to resolve the issue. The card on file was active and good. I was told to purchase a new transponder and start over. This I did. I kept getting invoices. I tried putting the transponder in my truck and trying it and it was the same. I have emailed customer service frequently and they are of no help at all. I may get a response 1/4 times. I was on hold one time for 1 hour and 20 minutes on the phone only for the operator to answer and put me on hold and dropped the call (I was hung up on). So I bought another transponder. Same thing. I kept getting bills. The customer service is so horrible that my wife and I have had enough. The biggest issue is that the price for customers with transponders is significantly cheaper than paying by invoices generated by the license plate number. In the last email exchange with the company I had assured them I would pay the balance but I didn't feel that I should be paying the Toll By Plate rate and should be paying the rate that surpass users get. Its as if they flagged my account many years ago and when I got it back to current they never reopened it. I have wasted hours on the phone and emailing this company. They are horrible. My account number is ******** and license plate number is ***** in *******. I just made a payment of about 1/8th the current balance. I do not want this hurting my credit and want get this resolved before our first child arrives in March. One less thing for us to stress about. Thank you

      Business Response

      Date: 02/09/2023

      Provided customer amounts due on 7 acts-advised any disputes with acts in collections (2)  need to be disputed directly with the collections agency. I can assist with the rest of the accounts. Waiting for his response.

    • Initial Complaint

      Date:01/27/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      received an invoice for a toll and my vehicle was or never has been at or near the toll reader location. in fact at that time i was out of state and this vehicle was in my garage and i am the only driver. i disputed the incorrect invoice and never had a response. thereafter i received a second invoice with an add on penalty. so as to avoid complications i paid the total **** "under protest" as written on my check.there are over ***** misreadings of plate number per month from sun pass according to news reports. due to the small amount most just remit and the employees at sun pass realize this.i am looking for a refund of **** from sun pass.my original invoice number is *********. my last dispute correspondence number is *********.

      Business Response

      Date: 01/31/2023

      The customers complaint has been addressed and the resolution is to his satisfaction.

    • Initial Complaint

      Date:01/18/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Filed a dispute on 1/12/23 regarding a toll invoice received from epass bill by plate even though I am a sunpass account holder for tolls incurred on 11/26/22. I spent 2 hours on hold to file the dispute after being hung up on the first time I called after being on hold for a previous 2 hours. They said I would be contacted within 3 business days by phone AND email to let me know the result of the dispute. I was never contacted. I called sunpass again on 1/17/23 and was placed on hold for an hour before being informed that my dispute was denied. When I asked the reason why, they said my license plate was not linked to my account. This was a lie. They then verified that my license plate had been linked to my account for more than 13 months prior to the tolls incurred on 11/26/22. I asked them the reason again why my dispute was denied and they then said it was because my account was not current. This was also a lie. My account was current and on auto-replenish and they had charged my transponder three separate times for tolls on 11/26/22 in the 10 minutes prior to the tolls incurred on the bill by plate invoice. They had no explanation for why my dispute was denied and why I was never contacted in regards to the results of the dispute.

      Business Response

      Date: 02/02/2023

      Contacted customer via email -provided ********************** act information and reason why a CFX invoice-Provided spread sheet with detail information.Customer unresponsive since 1/28

    • Initial Complaint

      Date:01/13/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Keep receiving notices for Sunpass toll ***** **. Have notified them 3 times this is not my vehicle. Sent the attached DMV reflecting the ** license Is registered to my 2013 ****** Altima. I have never owned, borrowed, leased, loaned or stolen a pickup truck they are sending me pictures of. This plate has been registered to me and this vehicle for 6 years. Their account # is ********* and invoice numbers **********************.

      Business Response

      Date: 01/18/2023

      Customers dispute has been resolved satisfactorily. Customer was informed over the phone and via email.************* will keep my contact information.

      Customer Answer

      Date: 01/19/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.