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:10/07/2024

  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 am tired of receiving the below scam from Sunpass. I do not have a ******* account and do not owe them any money. I have an EZ Pass and they have no record of me owing Sunpass or EZ Pass. My wife and I have each received several emails like the below trying to scam us.Content-G6QD6DRG6QD6DR ---, Sunpass toll services : we've noticed an outstanding toll amount of $19.42 on your record. to avoid a late fee of $50.00, visit: ************************************* to settle your balance.Sent from ****** ***** **********************

  Business Response

  Date: 10/08/2024

  We immediately responded when this was a Review by email. Two emails were sent. One email was in response to the customer's request to provide an answer via email.  When the matter escalated to a Complaint, a phone contact for the customer was provided. I immediately called but no one picked up the call, so I left a detailed message and encouraged the customer to call me with additional questions. My direct number was provided as well as the hours I can be reached at that number. 

  Customer Answer

  Date: 10/09/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/30/2024

  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 have been sent an invoice for a toll charge that was not my vehicle. I have attempted to dispute this online but the Website gives me an error notification. I have called customer service but there is no option to dispute or speak with anyone via their automated phone system. I have spent more than two hours attempting to dispute a wrongful billing / invoice and have been unable to correct this with SunPass.

  Business Response

  Date: 10/02/2024

  Customer was assisted to his entire satisfaction

• Initial Complaint

  Date:09/19/2024

  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.

  Twice have been sent erroneous bill saying I was in ********** *******. First I caught and refused to pay. Second one I had been to ********* and used a bridge and thought it was my bill for that. Turns out it was another scam bill. I nor my car was ever in ****. Not my bill. Want my refund and for them to stop sending scam bills.

  Business Response

  Date: 09/20/2024

  We spoke with the customer and she is satisfied with the response.

• Initial Complaint

  Date:09/17/2024

  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 had a sunpass for a decade. Recently in *******, there has been the toll relief credit. My transponder stopped working, unbeknownst to me, and I stopped receiving the credit. However, SunPass had no issue continuing to deduct auto-withdrawals of $70 increments to total anywhere from $140 to $210 per month. My transponder has been posted in the windshield of my car, and I never received any notice stating it wasn't working. In addition, in the SunPass portal, it is clearly associated with my license plate. ********************** owes me over $700 worth of toll relief credit that they will not pay stating that I should have known they were charging me by my license plate, even though they have not sent me any correspondence to address the matter. If they cannot refund me for the half of 2023, that is fine, but I expect to be credited for 2024 so far. Additionally, as a daily toll user where this mistake has been noted, I do not understand why SunPass cannot honor the program due to the error of the transponder. That makes no sense. I spend almost 2k a year in tolls, and this seems almost criminal to not honor. Had I not had my account on auto-replenish, I would have received MANY notices. This is a major fault in SunP17ass's monitoring and communication.

  Business Response

  Date: 09/20/2024

  We were able to assist customer to her satisfaction

• Initial Complaint

  Date:09/08/2024

  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 recently went out of state for a family vacation and went through 3 tolls in **. The tolls were unmanned so we expected to receive a bill in the mail. Weeks later I received an email and found out that we had a bill from SunPass for the tolls. I purchased a SunPass with a transponder 4 years prior for a trip we took to *******. We had no idea that SunPass could be used in PA or that are account which we had opened 4 years earlier for a Florida trip would be used. We didn't even have the transponder when traveling through ** and it was in a different vehicle (we just transferred the plates over to our new vehicle). Instead of mailing the invoice for the tolls like they would have for anyone that doesn't have a SunPass they without permission charged me a replenishment fee to fund the account and then tried to charge a bank account I haven't had opened for 4 years. Because I no longer have an account with that bank they charged me for an insufficient balance fee not once, but twice. Two times for insufficient funds check and two times for insufficient funds fee. I'm incredibly upset because I was not notified that SunPass would be used and I did not have a chance to update my account information before they attempted to charge me. They should adjust the bill to remove the bogus insufficient fee charges. I will pay for the tolls that I traveled through but I'm not paying for the insufficient fees. I tried to contact SunPass and they tried to tell me that my bank charged me the insufficient fees but the fee is not coming from the bank its coming from SunPass. I opened another ticket on August 24th and have not heard back from SunPass yet but they sent another invoice and seem to be igorning my complaint.

  Business Response

  Date: 09/10/2024

  Contacted **************** and provided a resolution.

  Customer Answer

  Date: 09/11/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/21/2024

  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.

  The incident occurred on 08.16.2024. I logged in to My SunPass account and tried to add a vehicle to my account. I entered the License Plate and the website prompted a message saying I had a past due balance. I followed the instructions and made the payment that was requested in order to payoff my balance. I paid $1,000. Later that day, I found out that my payment had not being applied as advertised and that I still had a balance due with a collection agency and a prepaid balance in my SunPass account. This is false advertising. A business cannot request a payment for a certain matter, accept the payment but then apply the funds as they please somewhere else. I have detailed proof of the false information and how deceptive the website is. If my screenshots are not enough proof, I have a video, step by step on how the SunPass website gives me a total amount due and it encourages me to submit my payment to them. SunPass needs to honor what they advertised on their website and apply my payment as it was originally intended.

  Business Response

  Date: 08/30/2024

   

   

  We have assisted the customer to her satisfaction.

  Customer Answer

  Date: 08/30/2024

   
  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. However, while SunPass resolved my issue and the person assigned to my case was very kind, what I find concerning is that prior to opening this case with the BBB, I spoke to four different managers and explained to them the problem with their website. I sent emails with all the backup information and all four refused to help me and acknowledged the error and misrepresentation the website had. I had to seek outside help for SunPass to take me seriously and this is very unfair because not everybody has the ability to put a formal complaint.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/21/2024

  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.

  Rental date 07/16-07/29 I am writing to express my concern and disappointment regarding the toll charges and associated convenience fees applied to my recent rental. I used my personal portable transponder during the rental period, but unfortunately, it did not register the tolls. As a result, ***** has charged me a convenience fee of over $50, in addition to the toll charges, which amount to less than $30. This fee seems excessively high, especially considering the toll amounts.I have already submitted a dispute regarding these charges, but it was denied with the explanation that, due to security reasons, no changes could be made. This response is not satisfactory as it does not address the fairness of the charges or why the convenience fee is significantly higher than the tolls themselves.Given the circumstances, I kindly request that you reconsider the decision and provide a more reasonable resolution. I would appreciate a breakdown of the charges and an explanation of why the convenience fee is so disproportionate to the toll amounts. Additionally, if possible, I would like to request that the convenience fee be reduced or waived, as I did make an effort to pay the tolls using my own transponder.Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 08/23/2024

  We worked with the customer and resolved the issue to her satisfaction.

  Customer Answer

  Date: 08/28/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/19/2024

  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.

  I received this txt Aug 19, 2024 from a company sunpass tolls:Michigan ************** our records show that your vehicle has an outstanding toll charge. To prevent further fees totaling $75.59, please settle the due amount of $7.59 at ************************************************* Because I had travelled out of state earlier this summer where there were toll roads, I thought it was related to that travel, although I had already paid those tolls, thinking I had to clear up their misunderstanding. I clicked on the link but when none of the menu items were "live", and only the name address, etc. screen was live, I closed it without entering my information. Then I looked up this sunpass group and saw there had been reports earlier in May about their fraudulent practice:************************************************************************************************* Where can I report this as a cyber crime, please?Will you also add this to the list of BBB complaints from ******** (I'm in ************) regarding this company?Will you alert appropriate ********** personnel about this to see what can be done to stop this from their end?Many thanks,*********************** *********, **

  Business Response

  Date: 08/21/2024

  The customers concerns have been addressed.

  The customer has been provided the government agency that handles smishing attempts.

• Initial Complaint

  Date:08/13/2024

  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.

  Dear Better Business Bureau,I am writing to express my deep frustration with SunPass Operations/Department of Transportation regarding unresolved charges to my account. Despite multiple attempts to resolve the issue, I have faced poor communication, delays, and misinformation, leaving me with charges that should not have occurred.I own a hybrid vehicle with a registered HOV decal, previously allowing toll-free usage of I-95 express lanes. However, earlier this year, I began receiving incorrect charges. Here is a timeline of my interactions with SunPass:May 10th: I contacted customer service, and the agent confirmed that my license plate and HOV decal were current, and the charges were incorrect. The agent submitted a dispute and advised me not to update my credit card until the issue was resolved and to call back in 3-5 weeks due to delays.July 3rd: I called again and was told the dispute hadn't even been opened yet. I was advised not to update my credit card and to call back later.July 8th: Another agent informed me the dispute was still not reviewed. They claimed to escalate it to the "back office" and advised me to call back in a week.August 1st: After waiting 28 minutes on hold, I was connected with an agent who was dismissive and unhelpful. I was told no supervisor was available, Sunpass was closing and I had to call back again.August 6th: I was now informed that the dispute was never opened, had been sent to collections, and SunPass could no longer assist me. The collections agency informed me they have no access to SunPass records and cannot resolve the issue.This situation is unacceptable. The inaction by SunPass Operations has resulted in an unjustified collections notice. I am requesting the BBB's assistance in resolving this matter by reversing the incorrect charges, ensuring my account reflects proper toll-free usage based on my HOV decal, and removing this dispute from collections.************************* ************ ***********************

  Business Response

  Date: 08/22/2024

  We have contacted the customer to resolve his concern.

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22137815
  
  I am rejecting this response because:

  Per discussion with representative ************ from the Special Resolution Department CAI - General Consultant to ***************************** the total transaction charges that occurred after May 10th will be adjusted and refunded on their end, however this has not been completed on their end yet. This will need to be completed on their end in order to accept their response. 

  Sincerely,

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

  Business Response

  Date: 09/10/2024

  Our Technical Department is working on the customer's account to complete the approved adjustment.

  Customer Answer

  Date: 09/20/2024

   

  Please be advised this issue is still not resolved and still pending on their end. Please do not close this complaint until the issue is resolved on their end. 

  
  Per last discussion on 9/20/2024 with *********************** a representative of the Special Resolution Department for CAI - General Consultant to ***************************** *********************** is still waiting on her Technical Department to notify her when the adjustment of $273.85 is completed. 
  Email from *********************** 9/20/2024 at 3:37?PM 
  
  Dear Mr. *************** we discussed, I am sending this message to update you on the status of your request.
  I contacted the Technical Department, which said it would notify me when the adjustment is completed.
  I will keep sending them reminders to resolve this issue as soon as possible.
  Thank you,
  
  ***********************
  Special Resolution Department
  CAI - General Consultant to Floridas Turnpike Enterprise
  ***************************************
  Tel: *************

   

  This issue is still pending on their end, and the issue is not resolved. 

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

• Initial Complaint

  Date:08/13/2024

  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.

  Got charged for someone else's car. SUNPASS refuse to reimburse the charges. Customers service was horrible

  Business Response

  Date: 08/19/2024

  Customer opened ******************** complaint under ***********************-Located act through the email under *******************

  Sent emailes-undelivered

  Left voice mails-unresponsive

  Customer disputing plate ********* he added online on 7/18/24 and corrected it on 7/26/24 to FL-LQTB70-As per our Customer's Agreement *****************/****** is responsible for the information he added online.
  Located 8 Itoll transactions under plate FL-LQTB40-(Landrover) from 7/19 & 7/26/2024 for a total of $4.52. I transferred the transactions to the correct register owner.Customer is no longer responsible