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

197 total complaints in the last 3 years.
65 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:06/17/2025
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.
original invoice ********** account number ********* $3.66 toll bill received 3-27-25.paid by check confirmed by my bank check Number 1021 sent to sunpass Check payable to FDOT P.O. box31241 ,Tampa Fl ***** money was taken out of my ****************************** did not apply payment to the correct account or correct vehicle number as shown on my statement 2008 jeep Plate Number 52cbeg. May ******* i get a bill for unpaid toll of $3.66 and a extra fine for non payment totaling $6.16. I filed a complaint with sunpass and was denied after they already took the original $3.66 but applied it to incorrect plate and vehicle. This was their mistake as I have no control as to where the money goes also it states and shows on the invoice that it is for 2008 jeep not to my 2013 van where they applied the payment. I seriously suspect fraud and they do this all the time to people . They made the mistake , I made the payment
Customer Answer
Date: 06/19/2025
there was no august insufficient funds this was the only bill i Got and paid as you can the money was withdrawn and i never got another bill from August tolls another indication of fraud
Business Response
Date: 07/01/2025
We have contacted the customer and are working of the resolution of the issue.
Customer Answer
Date: 07/01/2025

Complaint: 23481212

I am rejecting this response because:
They have sent me no response that the accounts have been zeroed out with no balance , I would like a paper receipt with no balance so they will not send me another bill months from now saying I am delinquent
Sincerely,

******* ****
Business Response
Date: 07/02/2025
I sent a follow-up email to the customer advising that we are working on the resolution of the issue and that he would be contacted as soon as it is completed.
Business Response
Date: 07/09/2025
The customer has been informed that the issue was resolved.
Business Response
Date: 07/09/2025
The customer has been informed that the issue was resolved.
Customer Answer
Date: 07/09/2025

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:06/17/2025
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.
I am writing to report an issue with the setup of my recently purchased SunPass Mini, which I acquired on Wednesday, May 28, 2025, at the ************************* (Account Number: *********, Transaction Reference Number: XXXXxxxx2267). The total payment for the device, including tolls and taxes, was $50.00, processed via VISA.During the purchase and initial setup, the staff member (Clerk ID: ******** made an error that has prevented me from creating an online account. Specifically, the security answer recorded during the setup process (*****, as noted on the provided documentation) does not match the systems expectations, resulting in repeated login failures. This discrepancy has left me unable to access my account and manage my toll payments effectively.I kindly request assistance in resolving this matter. I would appreciate it if you could either correct the security answer in the system to match Italy or provide guidance on how to reset it. Additionally, I would like to lodge a formal complaint about the staff members error during the setup process to ensure such issues are addressed to prevent inconvenience to other customers.Please find attached the payment receipt and the setup instructions provided by the staff for your reference. I am available to provide further details or assist in verifying my identity if needed. I look forward to your prompt response and resolution.Additionally, I attempted to file an online complaint through ****************************** to address this issue. However, I encountered a further problem: the website requires a phone number in a format with parentheses (e.g., (000) 000-0000), but my digital keyboard lacks the ability to input parentheses. This technical limitation has made it impossible for me to complete the online complaint form, adding to my frustration.
Business Response
Date: 06/18/2025
We have spoken with the customer and have addressed his request.
Customer Answer
Date: 06/18/2025

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:06/10/2025
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.
I use approximately $10 in tolls per year. I had a $***** balance. They tried to run an expired card and instead of contacting me they charged my account $25.00. I had ***** in my account and was extorted to pay the additional $25. So they stole $38.50 from me Now I know why they call it highway robbery. Additionally customer service was extremely rude. Even the supervisor was nasty and not helpful.
Business Response
Date: 06/11/2025
We have spoken with the customer and have addressed her concerns.
Customer Answer
Date: 06/12/2025

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:06/03/2025
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.
I noticed in my sunpass activity four $4 toll charges at the main turnpike authority. The tolls are billed to my Sunpass mini transponder number. However my sunpass mini is a sticker on my car. My car has not left the state of *******. As you can see from my toll activity, the car was in ******* on April 10, 2025 in April 12, 2025. You can see a charge from a toll in ***** on April 11, 2025. That is physically impossible. The car would not be able to drive that distance in that timeframe. Not to mention there are no other tolls on the East Coast billed to my account. And if you ask maybe I took the transponder to and from ***** within the span of one day. That is not feasible either because it's a sticker on my car that gets deactivated if you remove it. I used the dispute function in Sunpass to dispute these charges. The dispute was not approved. I spoke to a supervisor today who told me that they don't approve disputes. So they are advertising a false system on their website. I explained logically that it's impossible to be in ******* and ***** around the same time due to the distance. She said she, nor anyone else that works the phones, have the authority to refund my account. She wouldn't tell me which activities could be disputed but says these actions could not. So they're using false advertisement that they allow disputes. So now I had to report my transponder as stolen and pay money to buy another one. I also contacted my credit card company about the fraudulent charge from sunpass. I am concerned with the ethical practices of this business. I have no faith that my next sunpass, which is basically required here in *******, will not also get hacked and I will be billed again for those charges. This was not an error on my end. There was a number mixup with either Sunpass or the main turnpike authority (which accepts Sunpass transactions). I would like for Sunpass to take ownership of this error and for these charges to be removed from my account thank you.
Business Response
Date: 06/04/2025
Customer was assisted with a satisfactory outcome
Customer Answer
Date: 06/04/2025

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:05/30/2025
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 have a Sun pass portable transponder. I received two toll violation invoices from **********. I added the license plates of two cars I used to my sun pass account and had my transponder on the windshield. It appears that my transponder was not picked up and I was charged fees from peach pass. I would like sun pass's assistance in contacting Peach Pass to waive the fee's they charged. I would be happy to pay the toll but not the fees I incurred.I contacted Sun pass on May 27th and used online chat. I waited 34 minutes and was connected to Amarillis S, I wrote hello and was disconnected and put back into the queue. I waited another 29 minutes and was connected to ****** *. and again was disconnected and put into the queue. The third time I was connected to ********* *. who made no apologies for being disconnected and waiting over an hour, she did not want to assist. I was told to go to the website and put a dispute in. I have screen shots as back up.I put two disputes in 1-13638488671 and 1-3638596601 on 5/30. On one I was told sorry it takes ***** hours when you make a change on your account, go and pay your invoice (I went to the Sun Pass website and I don't see where on the website it says that if I add a license plate it takes ***** hours for it to take affect) and the other I was told they would contact Peach Pass on my behalf but I needed to include the invoice details (which I had attached when I filed the complaint). Then rather than me responding with the documents, I was informed it was closed, and I needed to file another dispute.I am at a loss for words on the customer service that Sun Pass has provided. I was disconnected twice, treated horribly by the third, and given two different answers on my disputes. Rather than me responding to the dispute and attaching the documents, I am told to open a new dispute. This makes no sense to me. Where is the accountability for these representatives to help. What kind of organization is Sun Pass running here?
Business Response
Date: 06/11/2025
We spoke with the customer and resolved the issue to her satisfaction.
Initial Complaint
Date:05/24/2025
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.
Date of transaction: Attempted to renew vehicle registration in May 2025 Amount paid: $300 (paid in 2023 to clear existing SunPass balance)Business commitment: SunPass committed to applying payments to toll balances and allowing registration renewal Nature of the dispute: I am being told I owe over $6,000 in tolls and fees associated with an account Ive never accessed or opened. This alleged debt is linked to a second license plate and vehicle that I do not own. It predates the creation of my current SunPass account and was not disclosed when I successfully renewed my registration in 2023.Resolution efforts: I initiated a formal dispute, which promised a response within 2 business days. It has now been nearly 2 weeks with no update. I also requested contact from a supervisor almost 3 weeks ago and have received no response.Ongoing issue: SunPass is refusing to provide verification or documentation explaining how this debt was accumulated. Instead, they merged it with my actual SunPass account in their system, preventing me from renewing my registration.Impact: I cannot legally drive or get to work because my registration is being held due to a disputed and unverified debt that I cannot afford to pay upfront. The last time I renewed my registration in 2023, I paid off my full balance and this debt did not exist. It now appears they are trying to force me to pay a debt that predates my known account and that I have never seen validated.
Business Response
Date: 06/05/2025
Contacted the customer and left a voice message.
Initial Complaint
Date:05/16/2025
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.
Sunpass wants to charge me toll by plate when I'm a sunpass holder. Sunpass claims the account did not process the auto pay due to insufficient funds. I provided them with the bank statement and they refuse to credit me back for using toll by plate. I spoke with the manager and 4 supervisors all telling me different things and are refusing to help.
Business Response
Date: 05/22/2025
We were unable to contact the customer after several attempts, but we took several steps that we believe will satisfy him.
Customer Answer
Date: 06/02/2025

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:05/02/2025
Type:Order 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 am being sent a bill by Sunpass in my deceased fathers name to my address in ********************. My father passed two years ago now, and his license plate is being used illegally on Florida toll roads. The license plate expired two years ago and somehow the bill is coming to my address in ********************. The vehicle registration associated with the tag is for the address of my dads former home in ********, *******. I have sent numerous legal documents stating that I am not responsible for payment and if payment is required, it must be done through my fathers trust and that information has been provided to Sunpass as well. I have filed numerous disputes about this over the past year or so, and Sunpass continues to harass me with bills monthly. Every time I file a dispute, they come in with a bogus response. Additionally, Sunpass and their collection agency apparently do not coordinate with each other. Sunpass has all of the legal documents and has not handed them over to the collection agency for their ****** desired solution is for Sunpass to stop sending me this bill. I have provided them with the information for the correct recipient. In their latest response, they have chosen to ignore that information.
Business Response
Date: 05/08/2025
We spoke with the complainant and resolved the issue to his satisfaction
Customer Answer
Date: 05/09/2025

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,

***** T *******
Initial Complaint
Date:04/30/2025
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.
Closed my Sunpass Account in Feb 2025, I had a balance of $100.42. I was told I had to 21 days for the refund to be issued. At the time I closed the account I advised the agent my credit card on file had been hacked and I have a new account number to send the refund. I also had paid the account with a **** gift card. I explained I no longer had access to the **** gift card. The agent advised the refund can only be issued to the account it originated from. I stated I would not be able to receive the refund if it was sent to the **** gift card. The agent stated if the transaction was rejected I would receive a check after ***************************************************************************** my account that I wanted the refund sent to. After the 21 days .42cents was credited to the credit card but not the $100. I called Mar *******, explained the story was told they would open a case with another department and I would here back. No reply. Called back again Apr ****** Was told the same thing a case would be opened with another department they had to investigate. This time I got a reply the same day stating the refund was sent your case is closed. I still have not received a refund not sure why my case would be closed. Called again Apr 4, 2025 same story we have to forward to another department they will get back to you. No reply. Apr 25, 2025(3 weeks this time no reply) Spoke to Supervisor then a manager, told again their policy refund can only be sent to original form of payment, and they would have to open a case with another department to investigate. Everyone I spoke to repeated their policy regarding refund to original form of payment, I stated to all the agents I no longer have access to the the original account and can't receive the funds. I called the gift card bank, they stated they cannot recover the account without the account number which I don't have. Don't have enough space to finish. Sunpass won't give me money back citing their
Customer Answer
Date: 05/02/2025
Continuation of complaint:
I am trying to get a refund of $100 from SunPass after closing my account. After a couple of months of back and forth with Sunpass including multiple phone calls and emails with several agents, 4 different Supervisors, one Manager I have reached a dead end. My last contact was with a manager with a promise of a call back from another manager within 2 business days,after a week still waiting for that call.
Everyone at SunPass has a robot type of response. They cite their policy, state my refund has been sent and I should contact my bank. My response to this is that they sent a refund to an account I can no longer access and cannot receive funds, I explained this when closing my account so they were aware this method would not work and would leave my money in cyberspace, however they proceeded anyway citing their policy and system. I have contacted my bank but I do not have the account number so they cant do anything. ********************** wont give me the credit card account number citing they do not have access to it, which begs the question how were they able to process a refund. A simple solution would be to charge the account refunded $100 and then send me a refund. SunPass states they cant do this. Im sure if it was their money they were trying to recover they would have found a solution by now. How can a company be allowed to operate with a system/policy set that is not sophisticated enough to accommodate such a simple task? ********** just restates policy and does not even acknowledge they understand my needs are not being met. They simply point out we followed our rules we did our duty talk to somebody else to get your money back. In addition, they cannot even reply when they state they will. Aside from the refund I would like this issue raised to them, their system/policy needs an adjustment and their customer service is totally inadequate.
Thanks,
***** ******
Business Response
Date: 05/05/2025
I have called and emailed the customer on 5/5/25 and provided a resolution.
Customer Answer
Date: 05/05/2025

Complaint: 23266795

I am rejecting this response because: All they did was restate what they have already told me. Nothing to fix my case.

Sincerely,

*********** ******
Business Response
Date: 05/06/2025
I have communicated with the customer today, 05/06/25, and provided a resolution.
Customer Answer
Date: 05/06/2025

Complaint: 23266795

I am rejecting this response because: They offered the same resolution as yesterday which still does not solve my issue. Their system needs to be addressed. A person should be able to dictate how a refund is received. Citing our system and policy only allows for one method is inadequate and fails to accommodate the needs of all of their customers. ********************** has yet to address this or take any responsibility.

Sincerely,

*********** ******
Initial Complaint
Date:04/18/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company Name: SunPass / ******** Turnpike Enterprise Location: *****, ** My business, **************** rents trailers. I am being wrongly billed for tolls from a renter (********* ******), despite having submitted proper documentation including a signed rental agreement, renter's driver's license, and trip history tied directly to the rental dates.Florida Statutes ******** and ******* allow liability transfer when documentation is provided. I submitted all required evidence, yet SunPass continues to ignore my dispute and holds my business financially responsible.I have: Submitted multiple disputes (Service Request #*********** and #***********) Sent all documents via certified mail to SunPass and FDOT (confirmed delivery) Reached out to FDOT, FDACS, and tried contacting SunPass via email, but SunPasss system rejects emails and they have not responded to my certified letters.This is hurting my small business. I am requesting that the toll charges be properly transferred to the actual driver, as allowed under Florida law. If SunPass refuses to correct this, I will be forced to pursue legal action.Thank you,**** ******* ?? ************ | ?? **********************
Business Response
Date: 04/22/2025
The customer was contacted, and the issue was resolved to his satisfaction.

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