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

  P.O. Box 613069 Ocoee, FL 34761

• 

  SunPass Operations / Department of Transportation

  PO Box 71237 Charlotte, NC 28272-1237

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

• Initial Complaint

  Date:03/06/2025

  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.

  I have received numerous Sunpass/FDOT toll invoices for vehicles I obviously have never owned and tags I never had. I am tired of spending my time taking care of these. One time they required me to go to the *** and get copies of tags I own and send to them to dispute it. I really believe they just send these out in the hope people will just pay it as opposed disputing it. The last one was for a motorcycle and I haven't owned one in 12 years. They say they get their info from the *** but this is an obvious lie as they would see I currently don't own a motorcycle. This has caused me untold aggregation and frustration to the point I'm considering getting a attorney.

  Business Response

  Date: 03/10/2025

  Contacted Mr. ****** and addressed his concerns.

  Customer Answer

  Date: 03/10/2025

   
  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:02/19/2025

  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 opened two cases (#1-12942971730 created 02/01 and #1-12998806260 created 02/10) to get my sunpass account password reset by customer support, because forgot ZIP code on my profile and that information is required at the web page that offers the reset service.I was informed that treatment of these cases would happen in two business days, but 12 business days after the opening of the first case and 7 business days after the opening of the second case Im still waiting.

  Business Response

  Date: 02/24/2025

  We have emailed the customer 3 times on 3 different days, offering to assist with his issue, but there has been no response. We will be happy to help him in any way we can if/when we hear from him. 

  Customer Answer

  Date: 02/24/2025

  I've answered emails from ******* J ****** (Special Resolution Department - Sunpass) two times. It seems he has spam filters activated against my email domain, because he is not receiving my responses.

  On his first e-mail, ******* offered to intervene with **** on my behalf. I tried answering him, accepting his help and sending him the info he asked (Toll receipts and rental agreement), but it seems he is not receiving my responses.

  Can BBB forward him the files in annex.

  Thanks,

  **** ******

  Customer Answer

  Date: 02/24/2025

   
  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:02/07/2025

  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.

  I have been a ******* resident since 2004. Have lived at the same address since 2004. I have paid for multiple Sunpass for 22 years.The association that we live in made a contract before homes were sold that we had special requirements that had a discounted plan. *************** Annual Pass 1. ******************** may not be done online. 2. Physical proof of residency must be presented at time of purchase and renewed annually.3. Pass must be purchased in person at ********************* #1.Associated to a transponder The vehicle is associated to a transponder and receives the pass benefit Can buy up to 5 passes for $15. (Each additional pass will cost $15)Eligible for free sticker transponder Proof of residency required The "Resident" Pass is only available to residents of ************, ************** and properties behind **************, ************* and BaCopa Properties.I had checked off all the special requirements, they told me, no that I couldnt purchase the passes, I had to purchase 5 transponders for $16.00 a piece. (Special requirements:Eligible for free sticker transponder, she responded 1 sticker, had to have an upper management sign off on it but she wasnt available. Nowhere does it state that you have to buy 5 transponders from Sunpass. The structure of Floridas toll system makes it impractical to deal with their employees as well as Sunpass app, 800 # etc. yet they can send your unpaid tolls in to the *** and put a hold on your registration. They have my address they know this tag was on my acct and continued to send to collections. This should be illegal. They change rules frequently with no communication. The do computer upgrades it messes up peoples accts, they never fix it. You as a Sunpass holder have to pay for their mistakes and no remorse. It needs to be addressed. They shouldnt have that much power.

  Business Response

  Date: 02/13/2025

  RESOLUTION
  2/10 Called the customer & left a message.
  2/11 Called the customer & left a message.
  2/12 Sent an email requesting a call back.
  2/13 Customer is unresponsive. Issue can be reopened.
  Customer was provided the correct information at the ********************* on 2/07/2025
  
  

• Initial Complaint

  Date:01/27/2025

  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.

  SunPass has contacted ******* *** about a Toll for the amount of $2,413.01 per last invoice. We have called multiple times and sent in letters per their dispute process and this has not been resolved. They are claiming that ******* *** owes this large amount of money and they have sent him to collections even though in their pictures of the vehicle on the invoice is a GMC Semi Truck/Trailer, the vehicle that is registered to ******* is a ***** K10 Passenger vehicle not a semi.All we would like is the harassment to end and the Collections to stop. If this has hurt his credit score we will proceed with legal action.******** M. ********* Rock County Sheriff

  Business Response

  Date: 01/29/2025

  We have contacted the customer to provide an update.

  Customer Answer

  Date: 01/29/2025

   
  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:01/21/2025

  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 just received an invoice from ****, invoice # **********, in the amount of $92.35 for charges incurred in early 2024, namely February, March and April of 2024 that just posted on 12/11/2024. I have no way of remembering where I was driving almost a year ago and if these charges are correct. In addition, I have an IPASS which should work in ******* and I should not be receiving this invoice. Thank you

  Business Response

  Date: 01/22/2025

  We contacted the customer and resolved the issue to her satisfaction

• Initial Complaint

  Date:01/16/2025

  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.

  My Sunpass was charged for tolls that I never took after I already vacation ended in ********. I returned home December 28 and my account was still charged after that. I have no clue where the Sunpass is. I want my account to not be negative $50.51. And then after that, you can go ahead and delete my account because I dont want any more business with SunPass.

  Business Response

  Date: 01/20/2025

  Customers concerns have been addressed with Ms. **********

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22818569
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/30/2024

  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 have reason to believe that sunpass is overcharging me for toll services. Any time my account is low I replenish it based on the minimum but this is the second time since August I have received a toll by plate notification in addition to the amount sunpass claims I owe on my account. I checked my account earlier today 12/30/24 it stated ($7.49) from 12/25/2024 but sunpass requested $40 to include a $10 replenishment on my account. The thing is theres no information on why that ($7.49) balance became $23.24 I thought the point of having sunpass was to avoid paying administrative fees or receiving a toll by plate invoice yet Im paying both.

  Business Response

  Date: 12/30/2024

  12/30/2024 - The customer was contacted and provided a resolution.

  Customer Answer

  Date: 01/10/2025

   
  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:12/20/2024

  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.

  Received an invoice incorrectly for my husbands vehicle, called on Nov 22, 2024 and twice on December *******, still waiting on the error invoice to be removed. Our invoice cost now costs almost double what it did in November.

  Business Response

  Date: 12/26/2024

  The customer's concern has been resolved, and the customer expressed his satisfaction with outcome.

  Customer Answer

  Date: 12/26/2024

   
  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.
  
  they contacted me via phone to let me know a refund was successfully processed then kindly forwarded me an email confirmation.
  Sincerely,

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

• Initial Complaint

  Date:11/27/2024

  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.

  SUNPASS HAS NOT POSTED MY PAYMENT MADE BACK ON *****. I FILED A CASE TO DISPUTE CASE NUMBER IS ************ request number 1-12457037210 . Thank you for contacting the SunPass ************************ We have received your document. Based on our review, a payment of $***** was received and posted to your account. Please note that when you make a payment through the collection agency, it may take up to 7 business days to reflect in our system. If you received a new invoice with the old pending balance and the new outstanding balance , it is more likely that the invoice was generated before the payment was processed. I RECEIVED A NEW BILL AND I STILL SHOW OWING $46.88! THE ***** STILL IS NOT REFLECTED IN MY BALANCE. THE ONLY CHARGES SINCE I PAID THAT **** IS FOR ***** WHICH TOTAL $3.80. THAT IS ALL I OWE! PLEASE CORRECT THIS AND SEND ME A CORRECTED INVOICE! THANKS

  Business Response

  Date: 12/04/2024

  12/4/24-spoke with the customer. She states she paid both accounts and was going to make a call to confirm this. I asked her to please provide me with an update as we do not see any payment made for one account as yet. I am waiting to hear back from the customer. This dispute is still being worked. 

  Business Response

  Date: 12/06/2024

  12/5/24-The customer was asked again to provide proof of payment. There are two accounts. One has been partially paid and the other still has a balance. I promised that once I receive her proof of payment , I will investigate to see why the payment did not post to the account. We have not had a response from the customer. The customer denies she owes anything to us. I emailed her the account numbers with the plate and the balance owed. 

  Business Response

  Date: 12/09/2024

  We are closing this issue. The dispute will be re- addressed upon receipt of requested documentation. 

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a debt collection from not paying a toll. I called sunpass and they treated me horrible. Supervisor I spoke to was rude and mocking me. Told me E pass put the collection against me. I said ok so I call E pass and they said no they have never. This is 07/22/2024 and I am just now getting all this. They have put it against my credit when I have done nothing wrong. I have the Supervisors name and badge number that treated me horrible. He also blamed it on E pass when it was not E pass that did this. I confirmed with them.. I want an apology and an explanation of why this charge is on when it should not be. They said this happens when my tag is not registered on the sunpass transponder and I have had that tag 10 years on that transponder. I want this taken off my credit report and an apology from this said supervisor. His badge number is P1015 and his name is ******* he was rude and his customer service skills are horrible he was rude at all levels. All of the pictures is where the dates they say I did not pay when it clearly shows I have paid all of my tolls. They said they sent me a bill and I never recieved a bill in that amount.

  Business Response

  Date: 12/02/2024

  Sent an email with all the information regarding five accounts,spreadsheets and invoices.
  Customer called back. She received my email and has no problem paying. The reason she contacted BBB, is the Supervisor call she had on 11/26/2024.Customer felt mistreated and wants management to take further steps and a call back with the outcome.I will request a call review and a call back.

  provided information on her acts-We sent one act to collections-

  We had a nice conversation. Customer appreciated all the information and thanked me.

  She will be waiting for a call back.

   

  
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22610071
  
  I am rejecting this response because: I want to know why as well I never recieved a bill for the invoice that is in collections with an attorney they sent it to. Also I called the attorney wanting to know who it was from and they never called back after I left message. I am not paying a third party I will pay sunpass not the third party. I want an apology from this supervisor for the way he spoke to me. Also lying to me about the * pass situation. This is not a way to handle a business letting people get talked down to. I want a bill that I never recieved as well. I will pay sunpass not some third party. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/09/2024

  Customer concern was addressed.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22610071
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  i am not excepting what they are saying to me and I told her that today on phone. I never recieved a bill before it was sent to collections. I was spoken to rude and disrespectful. I have not got an apology from the rude supervisor and I am not paying a 3rd party I have been scammed before. She said she sent me copies but that does not explain why I never got a bill sent to me. I always pay all my bills all of them. I went through all the bills and that one is not there.