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

Customer Complaints Summary

198 total complaints in the last 3 years.
66 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.

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
Initial Complaint
Date:08/08/2024
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 a few texts from this company, and I had never used them nor have I ever been to ******* as a matter of fact. The texts are claiming that I owe ***** for a late fee of 50 dollars added on. I tried texting it back to say that I do not owe them, but I get a text back saying it couldnt be delivered.
Business Response
Date: 08/08/2024
Sent two emails to ******************* and were returned. Spoke with **************,and she corrected her last name to *****. ************** appreciated the help.
Resent Fraud text Alert to *******************
Customers response-Got it

On behalf of the Florida Department of Transportation, I want to thank you for the opportunity to address your fraudulent text scam concern. I will be happy to assist you.
We are aware of the situation, and it is under investigation. We have informed the public on our website.
Thank you for bringing this to our attention, and we apologize for any inconvenience.

To our valued SunPass customers, please note that ********************** does not ask customers via text to make a payment or to take immediate action on their account. If ********************** needs to contact its customers, it will appear as follows: Email: ****************************************** or ********************************** Text: 786727.
SunPass has been made aware that there is a phishing scam targeting the general public. To our knowledge, SunPass has not been compromised and we are diligently monitoring the system. The scam uses text messages requesting prompt payment to avoid fees. The messages also contain a link to a fraudulent website in an attempt to collect information. These messages are not sent by SunPass.
Please do not respond to their link.
Initial Complaint
Date:08/06/2024
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.
hello i have 1 sun pass transponder ACCOUNT # ********* that i used on my rental vehicle on jun 9th 2024 and aug 4th 2024, i used the above transponder device in my renter vehicle but i see i got charged both on my sun pass account balance and also from the rental company for the toll charge . this is like a double charge pls check and advise
Business Response
Date: 08/21/2024
the customer's concern has been addressed at the customer's satisfaction.
Initial Complaint
Date:07/30/2024
Type:Customer Service 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 two tags attached to my sun pass account. I do not want one of the tags on my account. My daughter drives that vehicle. The account is past due. I have paid the balance due on the tag I want to remove. Once removed my daughter will not get behind . Does she not only not get the discount price of her daily use of tolls but doesnt receive the current state discount. I can not afford to pay the past due amount owed on the other tag. The agents on the phone are rude and you get a different story each time .
Business Response
Date: 08/02/2024
8/2/2024 - spoke with customer and provided a resolution.
Initial Complaint
Date:07/26/2024
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 have a sunpass account where I setup automatic reloads to ensure that my account stays in good standing & I don't have to worry about manually paying. Apparently, my card online had expired. I went online to update my contact ****************** information and was unable to view my cars on file. I tried re-adding my car but could not until a payment was made. This balance included fees and no discount for being a Sunpass customer for so long. I initiated a chat & am shocked at the lack or care & disregard for being a long-standing customer. There were no options, no discounts because I had a negative balance? Obviously, if my card expired this would happen. The lack of care or slight attempt to assist with any options other than deal with it, you have to pay the balance with no discounts whatsoever. "Is there anything else I can help with?" The agent was not listening to anything I had to say, just copying & pasting terms. I would like for my Sunpass account to be acknowledged & discounts provided.The representative advised my car was only available if a car is added that is NOT on file. Wow, that makes no sense. I updated my card and paid the full balance with no discount.I now am trying to rectify my husband's Sunpass balance, added our second car on file as advised & back dated it as YOUR SITE said to. The site specifically said that all fees would be waived by doing so as well. However, no balance was showing to pay. I reach out for support again and am once again faced with horrible customer service. The agent advised that what I was told and what the site said is not possible? You are lying to customers and using deceptive practices. The agent just like the prior one had a complete lack of care, disregard for anything said, simply just advised there will be no discounts at all and I can pay the balance. I asked for the Corporate information and was denied this information, so here I am.
Business Response
Date: 08/06/2024
I have attempted to contact the customer by phone and email, and I have not received a response. If the customer is still in need of assistance, I would be happy to help her.
Customer Answer
Date: 08/08/2024

Complaint: 22048159

I am rejecting this response because:

I requested to be contacted by email due to my work schedule and despite what was advised, they did NOT attempt to contact me by email. I received a follow up by phone, despite my request and have called and spoke to ******** with an unsatisfactory solution.

Sincerely,

*************************
Business Response
Date: 08/13/2024
Emailed the customer today providing a resolution.
Initial Complaint
Date:07/24/2024
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.
My issue is based on communication with operators at Sunpass. They pulled my information up via my billing address and couldn't find the invoice for my second vehicle. Both invoices go to the same address and have the same information. I didn't have the invoice in front of me but the operator had my account pulled up. The purpose of my call was to pay the second invoice, but he stated he only saw one vehicle. I asked how they send me the bill for the second car and he didn't know. These people have the authority to suspend a persons driver's license!!! It's crazy that they operate in this manner. There is no way to complain or anything. Somebody needs to do something about this!
Business Response
Date: 08/08/2024
We are currently working with the customer to resolve his issue.
Business Response
Date: 08/12/2024
We spoke with the customer and resolved his complaint to his satisfaction.
Initial Complaint
Date:07/23/2024
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.
For 2 years Sunpass has been charging me transportation tolls for someone elses vehicle. I called and made them aware and they assured me that the problem was corrected, but I would still receive invoices that showed the charges still on my account. Eventually my account was sent to collections, because I did not pay charges that were not mine. I was told that I had to call the collections agency and have the account sent back to ********************** before they could look into the case that they has already assured me was taken care of. After going through this process, there was no compensation for my time, effort, or frustration. I was told that they do not compensate customers, and that waiving the fees that resulted from the wrongful charges was the compensation that they provided.
Business Response
Date: 07/24/2024
I had a conversation with the customer on 7/23/24, during which a resolution was provided. I followed up with the customer today, 7/24/24, to discuss his concerns further.
Customer Answer
Date: 07/24/2024

Complaint: 22029823

I am rejecting this response because:

I received a call from ******** today, following up on my complaint. ******** has been pleasant and easy to speak with. However, my core concern has not been addressed, compensation. Sunpass incorrectly charged me for someone elses tolls over a 2 year period. They have since corrected that issue, reversed associated fees, and removed the incorrect charges. That being said, there was no compensation for the time and effort that I had to invest into having this situation taken care of. ***** is no system of accountability in place for sunpass. Its unreasonable that a customer should have to go through this level of frustration without the company being held responsible. My ask from sunpass is to waive $7 of existing toll fees on the account in relation to the time I spent working to have this corrected. My request was declined.

Sincerely,

*******************
Business Response
Date: 08/01/2024
I have spoken with ************ today, 08/01/24, discussed his concern and provided a resolution.
Customer Answer
Date: 08/01/2024

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. Sunpass was able to provide the compensation that I requested. ******** reached put to me and was both thoughtful and helpful.

Sincerely,

*******************
Initial Complaint
Date:07/17/2024
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 two transponders, one that is a sticker and one that is transferable. They were set up under two separate accounts, and when we dropped down to one vehicle, we linked accounts so that I could add the transpnder that had funds on it into my car. Due to the sticker not deactivating when we linked the accounts. That transponder went into the negative while the other transponder was being billed. Now, with two invoices and the dates and times being the exact same due to both transponders being billed. The customer service and management team who are very rude continue to tell me different stories. One rep told me they would merge the Accounts, which is what I thought happens when you link them on line and the negative balance would come off of the funds that are on the transponder that had funds on it and then when I got upset and said that's the state of Florida for you she got nasty and short to the point I called her a smart a** and disconnected and called back. When I got new representatives, the negative amount suddenly increased, and I needed to pay that in full before they could merge the accounts. I asked how the bill jumped from one phone call to the next, and he got smart and cursed me under his breath. I then asked to speak to a manager and after being placed on hold for over 10 min I asked the manager by the name of ****** line number LP0238 came to the phone I asked politly could I please have the operations managers name and phone number and she became very rude told me they have a chain of command and I could not speak to the operations manager or even provide me with there name and phone number.
Business Response
Date: 07/22/2024
The issue has been resolved with the customer-Provided information on all three acts-issued duplicate transactions refund. Customer will pay the balances on 8/02. She thanked me for my time and help.
Customer Answer
Date: 07/23/2024

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:07/15/2024
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 called and written to these people multiple times, they keep sending me bills for a car I don't own an for a tag we have never owned. I have filed to cases and have had zero call backs from these idiots.
Business Response
Date: 07/15/2024
Called and spoke to customer. Issue has been resolved.

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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