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:04/16/2025

  Type:Customer Service 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 have been charged by SunPass toll fees from 2/12/2025 through 2/19./2025 for VDOT Smart Tag (********), amounting to $28.08. I did not drive my car during that period of time because I was overseas and it was parked in my drive-way of my residence in ***************. At the time, my car had a temporary TAG from ******* # S2140358-GA, issued by the dealer KIA ***** , ******* that expired in 2/9/2025. I submitted the following enquiries to SunPass explaining the situation with no resolution: #1-13060999093 (2/20/2025); # ************ (3/3/2025); #1-13212716776 (3/15/2025); #************* (4/1/2025). I called customer service and explained the situation. Finally I received a resolution today 4/16/2025 that states the following: ************ request number ************* is closed.Thank you for contacting the SunPass ************************ Regarding your inquiry, we cannot complete your request without additional information. To further assist you with your dispute, please submit a new service request including documents from the Department of Motor and Vehicles (DMV) showing when the license plate was canceled or surrendered, or you may submit a letter from the Department of Motor Vehicles stating the license was never registered to you. You may mail the documentation to P.O. ***********************, fax it to **************, or upload it by logging into your account online at ******************************. If you have further questions, please call the *********************** at ************** Monday through Friday 7:00 am-7:00 ***** begin with, I do not have to cancel or surrender a temporary tag (piece of paper) that was given to me by the dealer when I purchased my car in 12/27/2024.VDOT Smart Tag should provide pictures of the car to support the charges of tolls in ********! My car is a KIA **** 2016 and I have never been in ********!

  Business Response

  Date: 04/24/2025

  Reached out to the customer and provided a resolution.

  Customer Answer

  Date: 04/25/2025

   
  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:04/08/2025

  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.

  I am writing to formally dispute a Florida toll notice that I received for a vehicle that is not mine. The vehicle listed in the toll notice is clearly using a fraudulent or cloned license plate that resembles mine.I reside in ***** and have never owned or operated the vehicle in question, nor has my vehicle ever been in *******. I have contacted the toll authority on more than nine separate occasions and spoken with multiple supervisors, all of whom acknowledged that the vehicle in the toll notice does not match mine and appears to be using a fake or cloned ******** support my case, I have submitted clear photographs of my vehicle and up-to-date registration records obtained directly from the Texas Department of Motor Vehicles.Despite these efforts, the issue remains unresolved. I am requesting that this toll notice be formally removed from my record and that any related charges or collections activity be stopped immediately

  Business Response

  Date: 04/10/2025

  Contacted Mr. *********** to address his concerns

  Business Response

  Date: 04/11/2025

  Contacted Mr. *********** to address his concerns

  Customer Answer

  Date: 04/11/2025

   
  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:04/07/2025

  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.

  I keep getting a text to pay this ticket. I have paid all my Ez pass. Would like contact business to see where ticket is from. The text I am receiving come from a 12 digit phone number. I suspect it is a scam. Send back that I have paid all my passes no response. No contact information at all saying if I dont pay there will be consequences. Attached is the text I get SunPass Final Notice:You have an unpaid toll. Failure to remit payment by March 29, 2025 will result in penalty or legal *************** now:****************************************************** (Reply "Y" to this message, then exit and reopen the **** or copy and paste it into your Safari browser and open it)Immediate action is necessary to avoid penalties and enforcement actions due to delayed payment.Thank you for your cooperation.Thank you for your help.*** ********

  Business Response

  Date: 04/11/2025

  We confirmed to the customer that the text message she received was a scam and did not come from us.

• Initial Complaint

  Date:04/04/2025

  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.

  Hi. On 1/16/2025 I lost my sunpass Pro. I immediately called sunpass (at around 9:30 AM) and I was assured it was canceled and that i would not be responsible for any further tolls on that transponder. I received additional charges on the transponder on 1/16 (after it was canceled), 1/17, and 1/23 totaling $38.50. I contacted sunpass multiple times about refunding these charges, but after months of waiting they denied the claim. I should not be responsible for charges that were not mine when I did my due diligence and was assured the transponder was canceled. The request number is as follows. # *************

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/22/2025

   
  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. However I would appreciate if sunpass can add an additional credit to my account in the amount of 100 dollars for all the headache this has caused when the transponder should never have been charged in the first place 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/01/2025

  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.

  Back in September of last year there was an issue with my Sunpass account. I called in updated my information, paid off the outstanding balance and thought everything was okay. Then in December I had an outstanding balance again and paid it off. Holidays passed and I recently became aware of my account going delinquent again. I called on March 24th and spoke to someone and was told that I needed to pay the collections portion of the amount owed before anything can be done. I called and took care of that it was $59.85. I made that payment. I then disputed the remaining invoice because now I am being charged at full rate for something that happened to my account that was not my doing. It was said that I would get a response in 2 business days. I should have heard something by Wednesday maybe Thursday of last week. Now it is Tuesday of the following week. I went online to chat with them today. They do not want to hear what I am telling them about my problem. I even spoke with a friend whom has stated she has also had a similar issue with Sunpass. I just want the Sunpass discounted rate applied instead of the full rate and will pay any outstanding amounts owed. Something is not right about what they are doing here and just want this resolved as it has been an issue for too long.

  Business Response

  Date: 04/02/2025

  We have spoken with the customer and provided resolution.

  Customer Answer

  Date: 04/14/2025

   
  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:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/24 a vehicle no longer registered to me went through the SunPass toll. This plate was cancelled through the *** in 11/2024 due to divorce. I was billed for this transaction. I submitted a ticket through the SunPass portal on 1/27/25 ticket number 1-12910671084. This is still open and I am receiving collections notices. This bill belongs to ********* ****** at ******************************************. The legal documents were provided to SunPass.

  Business Response

  Date: 03/28/2025

  3/28/25-We have spoken with the customer and have addressed his concerns. 

• Initial Complaint

  Date:03/27/2025

  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.

  I received a $0.73 charge from ** Quick Pass in February for a toll fee on US 74 on 12/26/2024 @ 2:32pm (M14). I have a Sunpass account and was charged by Sunpass for the same mile marker and time; therefore, the ** Quick Pass charge should NOT have billed. I called ** Quick Pass to dispute the charge and remove from the account. ** Quick Pass directed me to Sunpass because I have an account with them and ********************** would manage the charge on my behalf with ************. On 2/19/2025, I called Sunpass *************) and spoke with an account *** for 25 minutes about the situation who confirmed I shouldn't be charged and created case #*************. She said it would take 1-2 weeks to process and I would recieve an email confirmation. Received an invoice dated 3/9/2025 for $37.73 ($0.73 initial + $6 fees + $25 penalty). I never recieved an email so I called Sunpass back on 3/12/2025 and spoke with another account *** for 12 minutes. She pulled up my case, confirmed it should be reimbursed and I should recieve an email within a few days. I asked for Supervisor and she said that wasn't possible and to look out for the email. It's 3/272/25 and still no email. At this point, I can't spend any more time and resources dealing with the customer service team and ** Quick Pass keeps billing me late fees. Would like BBB to step in and assist please. My Sunpass account # is ******** and license plate #************* you,Concerned Consumer (**** ******)

  Business Response

  Date: 04/07/2025

  Customer was assisted by **** and NC QuickPass  according to our procedures.

• Initial Complaint

  Date:03/25/2025

  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.

  Florida's toll by plate payment portal has been consistently broken or unavailable, and Sun Pass and the Florida Department of Transportation have not *****ed leniency on repayment timelines despite this. Despite multiple attempts over the course of the month of February to pay a 6.92 toll accrued on 2/28, both online and via phone, I was unable to repay my toll until today, 3/25. I called the number posted on their enforcement invoice 7 times with the intention of paying but the call was ended without allowing me to enter my information online. Additionally, I attempted to submit my information on their website 5 times before I was finally today able to successfully complete my transaction. By the time I was able to pay, $3.50 had been added to my bill in late fees. This amounts to a 50% late fee that was charged despite being their infrastructure being unable to accept my payment after 12 separate attempts. In addition to a refund for this late charge, resolving this complaint will require that Sun Pass and **** conduct an audit of all other instances of fraudulent overbilling and refund all others impacted, and ***** deadline extensions to future toll enforcement charges when their own infrastructure is not equipped to receive a charge.

  Business Response

  Date: 04/04/2025

  The customer's concern was addressed. Customer was grateful for the service provided.

• Initial Complaint

  Date:03/17/2025

  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.

  In August of 2023 I received a bill from SunPass, for my car license plate, totaling $472.33. I paid the total via ****** and I have a record of this payment on Aug 11, 2023. SunPass said my account was in good standing after that. *** had the same license plate all this time. I also have the SunPass transponder in my car and I keep my account paid. Randomly, out of the clear blue, SunPass suddenly sent me a bill for $454.55. I called them because its clearly an error, my account has been in good standing for over a year and I have never changed license plates. The person on the phone told me the charge was from 2022 or 2023. I told her I paid over 472 dollars in Aug of 2023, and she pulled it up in her system. She then said she cant help me because she doesnt know why the charge is there, just that its old, and I needed to contact them via email for help. I did so; and I received and email back stating my inquiry was closed, but nothing was done and no one ever spoke to me!!! I disputed this charge with my bank and they proved its invalid. Now SunPass is AGAIN trying to bill me and there is a -430$ balance in my account and I need help because this is a completely bogus charge and no one there is willing to help me or fix it. Please take this charge off my account. Remove this erroneous charge.

  Business Response

  Date: 03/21/2025

  the customer's concern has been addressed. the customer understood the information provided and expressed her satisfaction with the outcome.  

• Initial Complaint

  Date:03/10/2025

  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.

  On 01/03/25 and 2/03/25 I was notified by SunPass of a new toll charge in the amount of $24.39 for Account#: **********, Invoice#: *********. My ********************** Account Number is ********* and the above mentioned account does not belong to me.On 01/10/25 and 2/14/25 I contacted SunPass and provided a complete list of my vehicles information without any success.

  Business Response

  Date: 03/18/2025

  We have communicated with the customer several times and we are waiting for documentation from him so that we may further assist.

  Business Response

  Date: 03/26/2025

  We arrived at an explanation of what happened that was satisfactory to the customer.