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:07/01/2024

  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 an account with **********************. I set up my account years and years ago. The expiration on the card expired, I received no notification as such, no emails, no letters in the mail, nothing. The same exact card is the one I still use it's only the expiration date that has changed maybe over 2 years ago, however in the Sunpass system it still showed the old expiration date. With any other company, they still charge the card if it is active with no issues since the card is still active and only the expiration date changed. And they will send out notifications. I did not recieve ANY letters, or emails that they claimed to have sent but that I never received. I tried reasoning with Neisis one of their managers, all I got was an extremely rude and beligerant person. All I want are the tolls rerated to the discounted amount as I had no idea what had happened or what's going on until I got a huge bill in the mail. As a Sunpass customer over 2 decades with a perfect payment history, any other moral, good, reasonable company would provide a one time courtesy rerate for what happened, not Sunpass! Since they have a monopoly I guess they feel like they have absolute power and can just do whatever they please. I want a rerate of this ridiclous bill that I received and was forced to pay.

  Business Response

  Date: 07/02/2024

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

  Customer Answer

  Date: 07/02/2024

   
  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:06/27/2024

  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.

  On 6/25/24 I missed a turn heading to the airport in a rental car and was forced to go through an open road toll. There was no option for me to pay by cash. I have called SunPass to try and pay this missed toll but they will not let me pay because Im not the owner of the vehicle. SunPass is helping to pad the wallets of rental car companies via tourist exploitation by 1. Not offering a way to pay tolls in cash at the time of service and 2. Refusing to allow drivers to pay online or over the phone.

  Business Response

  Date: 07/02/2024

  Contacted customer and issue is being addressed. 

• Initial Complaint

  Date:06/20/2024

  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.

  1. Received text ************ 2. Sunpass: Our records indicate that you have an unpaid toll trip. Please make an online payment at ********************************************** to avoid excessive late fees.3. And 4. Sunpass: Our records indicate that you have an unpaid toll trip. Please make an online payment at ********************************************** to avoid excessive late fees.Don't know if real or scam and can't get intouch with SunPass **************** based on phone number given and Forms on their site is all false information.

  Business Response

  Date: 06/21/2024

  We spoke with the customer and addressed her concerns to her satisfaction, 

  Customer Answer

  Date: 07/11/2024

  I talked to Sunpass personal.  I do apologize I somehow took to suffex from the phone number and the prefer from the fax number and that was how I got to the senior age call.   My mistake over all I just can't belive I kept miss dialing.

• Initial Complaint

  Date:06/10/2024

  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.

  Recently, I was notified that a semi-truck in the ***** area has been using my license plate to accrue toll charges on my account. As a result, I took the necessary step of closing my Sunpass account. However, to my surprise, I have now been informed that I owe an additional $15 for toll events dating back to 2019 and 2021.I want to bring to your attention that during the entirety of 2019, we were under a COVID lockdown, and I was not driving for several months during that time. I was primarily working remotely and no activity on the ****************. Therefore, it is impossible for these toll charges to be legitimate.Despite my repeated attempts to resolve this issue with the Sunpass customer support team, I have encountered significant difficulties. Regrettably, I have been met with resistance and have been told that I am obligated to pay these fees. This situation has left me feeling frustrated and unfairly treated as a consumer.I implore you to thoroughly investigate this matter and take the necessary steps to remove these erroneous charges from my account. It is unreasonable for me to be held accountable for toll events that I did not incur. There were no notifications or attempts by Sunpass during that time and now I am at a loss as to why they demand I pay without any supporting documentation.I kindly request your immediate attention to this issue and a prompt resolution. Your cooperation in resolving this matter would be greatly appreciated.Thank you for your understanding and assistance.

  Business Response

  Date: 06/17/2024

  Customer had four misread GMX transactions on 11/27/213 and on 1/02/24-3 & 5 axles vehicle. Plate change was completed

  SunPass act -Closed on 1/30/24-A refund of $10 was issued back to Visa 

  Customer was disputing 3 transactions from 6/18/19 & 2/26/21-Emailed copies of invoices .Transactions on 4/11 & 4/13/2024 are all also valid

  Explained as per business rules, tolls will not be dismissed.

  Customer understood and reactivated her ********************** act.

  Yes, let's close this one.
  Thank you again for your help last week,
  ****

  Customer Answer

  Date: 06/26/2024

  I am 100% happy with the customer service I received from ****************** and she assured me that my concerns were addressed immediately and I would like to close my concerns at this time and thank you for your help working through the details.

  Appreciate your help, 

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

  Customer Answer

  Date: 06/26/2024

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

• Initial Complaint

  Date:06/06/2024

  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 was grossly overcharged for tolls because they listed me as 9 axles when I only had 4 axles. Now, 2 months later, they refuse to credit my credit card with the amount they overcharged me. I have spoken to 6 different people about this at Sunpass. They keep giving me excuses that things were filed wrong in the request to be refunded, but they are the ones that filed the request as I spoke to them on the phone. They are stealing my money and holding it hostage. I need my money back.

  Business Response

  Date: 06/12/2024

  6/12/2024 - attempted to contact customer. Awaiting a response.

• Initial Complaint

  Date:06/06/2024

  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.

  My daughter's car is registered under both our names therefore when there's a problem with SunPass the letters come under my name. To my surprise although she has a SunPass transponder they are still sending us bills with unpaid tolls. It's even to the point where I'm in collections for it. Every time my daughter has called to see why we're being sent bills when she has money on her account they always give her some story and she has to end up paying money. The last time she called prior to this time she was told that her transponder didn't seem to be working, so she went and brought another one and they're still sending bills, and now collection notices. On June 5th she called again and ended up speaking to two people *****, ****** and ***** and she was told that it seem like the problem is not her transponder, but instead it's her license plate number that was keyed in incorrectly; therefore they keep billing her for the tolls even when there's money on her account. and they wouldn't correct it while she was on the phone with them because they said them there wouldn't be evidence when she filed a complaint. Can someone please get this problem rectified?.

  Business Response

  Date: 06/18/2024

  I have spoken with the customer today, 6/18/24, and her concerns have been addressed.

• Initial Complaint

  Date:06/03/2024

  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 was billed toll-by-plate for a trip that I took on the ********************** on my motorcycle. I only use the bridge once a year maybe, so I paid cash. I made sure to have exact change in my pocket and stopped, removed a glove and handed exact $1.75 to the human tolltaker. Then by the time that I put the gloves on and drove out, it triggered the toll by plate camera. I attempted to dispute by online form and then by calling and speaking with a human operator, and in both cases was denied because I don't have receipts for my $1.75 cash transactions. So I paid the $3.50 cash tolls, and now I have paid the $6.00 toll by plate invoice for lack of options. Will continue to avoid toll roads as much as possible, and now I know that I need to hound the tolltaker for receipts to avoid paying triple for the convenience.

  Business Response

  Date: 06/13/2024

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

  Customer Answer

  Date: 06/17/2024

   
  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:05/30/2024

  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 use sunpass over the required amount for a 50% credit to be posted to my account by the 15th of every month. I have not received my credit for ***** or May. The customer service rep just told me they have no idea when my account will be credited. They owe me a great deal of money and when a consumer owes Sunpass, they block your car registration renewal!!!! Please help me credit my account. I am on limited funds due to part time work only due to caring for my 87 year old mother.

  Business Response

  Date: 06/06/2024

  We spoke with the customer and the issue has been resolved to her satisfaction

• Initial Complaint

  Date:05/28/2024

  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'm from *******, own a Sunpass but live in **************. I have been using said Sunpass for years in **. On 1/30/24, my transponder didn't work for whatever reason and I got a bill from NC Quick Pass for this toll. I reached out to Sunpass thinking they would pay the toll with my account. I opened a case with them (*******) on 3/11/24 which was closed because they said I needed to talk to Sunpass and have them resolve the issue. I put in a claim with Sunpass on 3/28/24 (1-11154339007) which was closed because of insufficient data which no one told me but I found out by calling weekly. I opened another case (1-11361394881) on 4/30/24 and I started calling weekly with everyone saying they are escalating the issue. I called 5/9, 5/20, and 5/28 with no update. On 5/20, I was told by someone named ******* that my claim had been closed and the fees should be reversed and I would pay the original bill to NC Quick Pass but when I called them, they had no information about the bill being changed. The bill now stands at over $43. If someone at Sunpass had just told me to pay the bill, I would have done that but I was advised back in February to solve the issue this way since I do have a transponder. I just want Sunpass to pay the toll with the funds in my account as they should and pay the fees or get them removed. This shouldn't be this difficult.

  Business Response

  Date: 05/31/2024

  We spoke with the customer and the issue has been resolved to her satisfaction.

  Business Response

  Date: 06/03/2024

  We made contact with the customer on 5/29/24. Advised her we are waiting for the ********************* to respond to our email sent on her behalf, The customer appreciated and will wait to hear back from  me.

  Customer Answer

  Date: 06/06/2024

   
  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,
  
  *******************************

  Business Response

  Date: 06/06/2024

  6/6/24-We have contacted the customer with a resolution 

• Initial Complaint

  Date:05/22/2024

  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.

  Sunpass has technical issue when reading license plates. My plate number is QQQ-QQQ (Example of plate) and I'm being charge for License Plate OQQ-QQQ. Been on the phone around 6 times and keep getting the same answers. A filter will be put in place to correct this issue. Today I'm told this may take 3 to 6 months. So, in the meantime, I have to keep to contacting Sunpass to dispute about 4 to 6 charges per day. The incompetence of this state-run department is beyond belief. I'm requesting $2000 for my time for the next 3 to 6 months to sort through and dispute these charges because of this incompetence.

  Business Response

  Date: 05/29/2024

  I have spoken with the customer today, 05/29/24, and addressed his concerns.

  Customer Answer

  Date: 05/29/2024

  Maybe Sunpass should train their personal, so customer don't have to write ******************** complaints. You may close the case...

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  Maybe Sunpass should train their personal, so customer don't have to write ******************** complaints. You may close the case...
  
  Sincerely,
  
  *********************