I tried calling them with a billing question because I was charged for bill by plate toll usage even though I have a Sunpass. The wait was unbelievingly long (3 hours), but the automated service had an option to call me back, and I chose that. I got called back, and a very friendly lady told me it was caused because I had a different car and license so I had to get that updated. I got it updated over the phone. About a month later, I got a bill by plate charge again in the mail, so I figured instead of waiting 3 hours for a phone call I would go to the office in Boca. I came on a Monday afternoon, and there was a long line with only 3 tellers. It was really frustrating, because people were saying it is always like this. We are paying for tolls, we should be able to get better service. There weren't even any chairs to sit in, so we had to stand the whole time. A lady from an office helped out the tellers and took care of me, and was apparently flustered by previous customers, because she was curt with me and impatient when answering my questions. I think the issue was resolved, and they did give me new suctions for my Sunpass, so that it won't fall off. However, the wait and then the impatient customer service provider, made for a disappointing experience. Looking at all the one star reviews, I think it's time the SunPass corporation makes some changes. read more

SunPass Operations / Faneuil - long line with no seats - Public Services & Government Near Me - Boca Raton, Florida

Absolute WORST tolls establishment, that I've encountered in my lifetime!! Their data base does NOT update information, accordingly. Your new tolls balances will automatically go to collections. I had to contact them several times, waiting on lengthy phone calls (waiting anywhere from 36-50 minutes. The recording kept saying that your wait time will be over 10 minutes), to speak to a representative. Then it's additional time when you're actually on the phone with them. My last incident, where I actually spoke to Benjamin in escalation department and supposedly, he stated that he was a supervisor. This guy was absolutely rude, obnoxious, not patience at all, pretended he couldn't hear me, then hung up on me. Prior to him hanging up on me, I told him quickly that I was going to report the incident to BBB. So, I actually reported the incident to BBB. ALL I wanted to do was rectified my account balances, remove my vehicle information and close out my account. I couldn't do that with this guy, Benjamin!!!! Sunpass upper management still didn't reach out to me regarding to the incident. Folks .. do your research. There are other tolls establishments in the state of Florida. DO NOT get "stuck/trap" with these imbeciles!! VERY UNPROFESSIONAL !!!! read more

have never been more disappointed in a company than I am with SunPass. While this is not directed at the individual representatives I've spoken with, it is directed at the way this company operates. My license plate was stolen, and I immediately filed and submitted a police report. Despite doing everything required of me, I continue to receive bills for a vehicle that does not belong to me, connected to a temporary tag I only had for less than a week. Over the course of this situation, I have spoken to multiple people and spent countless hours trying to get this resolved. Not once has SunPass provided me with clear communication, accountability, or a resolution. Instead, I was blindsided with an email informing me that the matter was simply "sent to collections" -- a move that shows zero compassion, zero understanding, and zero willingness to actually investigate or assist. This is completely unacceptable. Customers should never be punished for theft, especially when they have followed proper legal procedures and provided documentation. SunPass's handling of this situation has been unprofessional and careless, and it reflects a larger problem in how the company treats the very people who keep it in business. Here's what needs to change: * Accountability: Issues involving fraud or theft must be thoroughly investigated before sending accounts to collections. * Communication: Customers deserve updates and explanations, not silence followed by debt collection notices. * Compassion & Fairness: Policies must be put in place to protect innocent customers from being held responsible for charges they clearly did not incur. read more

Inability to reach a representative over the phone has been a problem for years. You drive to the physical location and they do not care that you went out of your way to resolve issues that are often their fault. read more

I purchased a sun pass from A convenience store once on a toll . I added vehicle info & prepaid before continuing on the toll. Money was never taken from the account. I spoke to 4 different customer service agents : Kristen, Bruce, Diresha and Shanea with shanea being the dumbest/rudest person on the earth. I even spoke with her "manager" after she placed me on hold for 40 minutes . Customer service training should be implemented before placing these reps on the lines. I rate Sun Pass customer service a negative 0. read more

Sun pass is a bunch of crooks i have a rental car attached my sunpass to the rental car and they charged the sun pass and by plate not only will i dispute the charges but going to channel 7 news for they do not rip other people off..Double dipping im sure they do it to alot of people. Wake up Florida they did it to the wrong person this time. read more

I have been trying to connect via app, or telephone and no one answers the phone. I am trying to replenish my account and the website does not work. I cannot resolve my issue because no one answers the telephone read more

IT environment the worst i've ever seen. Nothing works as expected. Telephone support not reachable (more than 3 hours waiting time) - I gave up. Summarized. Unbelievable!!!! read more

Worse customer service iv ever experienced. Fraudster and scam artist work here who leech off tax payers. They will strong arm you and lie even when you have documentation! Disgusted in the treatment I received, iv seen better service while serving over seas. read more

SunPass customer service is a mess--glitchy system, crashing website, and unhelpful reps. They delay reimbursements, make you do the legwork, and give rude, robotic responses. What should be simple turns into a nightmare. Avoid them at all costs. read more

(This is a review for an amazing associate, NOT the organization Sunpass, which is still an exploitative and oppressive toll system for all who live here, and should be completely overhauled). I was overcharged by FLL airport parking with my Sunpass (apparently this is typical), and without skipping a beat, the associate who helped me, Dave Rene, quickly solved my issue, and helped me submit a refund claim. Then afterwards, he followed up regularly via email (totally unexpected) and even reached out to FLL regularly to make sure I was getting my refund. He truly went above and beyond for me, and I really appreciate it! Thanks Dave! read more

Do not use this service. The app doesn't work. The phone number logon doesn't work. The web logon doesn't work. Customer service never answers because they are all busy (not hard to see why). They simply take your money and give you a non-functional system. read more

SUNPASS is a forced revenue collection device of the Florida Department of Transportation. Corrupt, incompetent and a continuous burden to all who are victimized by this antiquated Good Ol' Boy system. "Mr. DeSantis - Tear Down These Walls to Fair Freedom of Travel!" The citizens already paid for the roadways! Now with many ways to grab user payments - but still a pain in the ass to pay the fees! No functioning "On-Line" or phone payment service. As with most government related services - they dont have to care and there is nothing we can do about it. Taxation without representation. Shhhhh....... read more

SunPass Operations / Faneuil - Travel plan? Avoid ALL Toll S! - Public Services & Government Near Me - Boca Raton, Florida

Talk about a garbage company, I mean absolute trash employees/policies/the company. I disputed charges on an invoice for a plate registered to a family member that came in a bill to my house and address... I EVEN Sent them registration paperwork showing the car wasn't mine! They still said that's not enough proof... the only thing that is enough to this garbage company is your money. They don't care at all about the people or correct billing. They do care about not allowing you to renew your registration due to a bill that's not even yours... so as I'm writing this I am on hold with my attorney. I am going to sue them out of principal. This kind of behavior cannot exist as servants of the public. They feel they are on a throne and can do whatever they feel. THIS IS NOT OKAY!!!!! SunPass, see you in court! Have fun paying my attorneys fees to because he isn't cheap! read more

Florida now accepting EZ Pass. Finally. Failing SunPass says it needs 45 days to process a refund!! read more

sunpass sucks. I have a transponder and they don't pay my leeway tolls. I keep getting toll invoices with a 5.00 service charge for a 3.00 toll. VRU sucks Customer service sucks read more

Absolutely awful, no other words to describe it. I called 3 months ago and spoke to a lady regarding my toll. I explained I never received an invoice and I wanted to see if I had an outstanding balance. She looked up my license plate and gave me an amount. I payed the amount over the phone and I clearly asked her if that was it. 3 months later I get a bill for more money that I owe them. Now I'm calling and I can't get ahold of somebody. F*ck this place! read more

SunPass Operations / Faneuil - Public Services & Government Near Me - Boca Raton, Florida

How can you not love Sunpass? If you only have 1 vehicle and don't plan to move the transponder from one car to another, you can buy the cheaper "stick on" transponder at most any Publix or CVS. The cost of the stick on transponder is something like $4.99 + tax, and you get a $5.00 credit on your Sunpass account when you activate it; In essence, you're getting the transponder for free. Having a transponder is almost a necessity since, in order to use the express lanes on the I-95 you need to have Sunpass, and many entrances and exits to toll roads and the turnpike are Sunpass only, with no toll attendants to collect your $$. Besides all of that, I think it's worth it simply for the time and cost savings. Since FDOT normally gives a discount off the toll price for using Sunpass, and since you don't need to wait in line for a toll worker to take everyone's money, give them change, BS with them and give then directions to their destination, etc. I probably save about 20 minutes and a few dollars each time I drive to Orlando, depending on the roads I travel to get there using Sunpass, vs. the time and cost of waiting in the toll lanes and paying with cash. read more

SunPass Operations / Faneuil - Public Services & Government Near Me - Boca Raton, Florida

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As of today, SunPass parking is attempting to charge me $267 for five days parking in economy lot at PBI. it should be $45 for five days at $9 per day.. They first charged my card $156 for 13 days in garage at $13. I called my card company and them and said I am owed $111. Then SunPass even more absurdly charges me $111 on the site instead of giving it back to me!. Fortunately I cancelled my card for this reason and disabled transponder. This is still unresolved as of 12/19. Customer service is non existent. read more

Check your invoice closely. I was charged for being at mile post 154 thirteen minutes apart going north and was sent two invoices when it should've only been one. Each invoice is $2.50 so they made double the money. The person I talked to when I filed a claim said it wasn't right but the appeal to sunpass was denied. Total mafia type rip-off. I'll be getting a shaded license plate cover for travel in Florida. read more

I am new to SunPass. My conversations with the telephone staff have been very positive and I really appreciate their explanations to my questions. Not a paid endorsement, but I wanted to say that it is possible to have a good experience with the SunPass folks. read more

I received a Bill from E-Pass, even though my account that I have had for YEARS has always been on an auto-pay option and would reimburse itself every time the balance went to or below $10.00. So I contact customer Service. The hold time was 78 minutes, so I opted for the call back option. They did call back then the representative hung up after asking if she could place me on a brief hold. She did NOT attempt to call me back. I called them again this time the wait time was 110 Minutes. So I went on line and tried to message a representative. I was able to get in touch with "Jordan B." The rudest and most smart assed punk I have ever had the displeasure of dealing with. I have been a customer since 2007 and this "Customer Service Representative" was nothing but disrespectful. Do not use this service, use E-Pass. read more

BUYER BEWARE!!!! If you purchase the permanent sticker pass and remove it from your windshield, the sticker residue will remain on the windshield. It is very difficult to remove. It is like a very strong adhesive. When I called SunPass to inquire about how to remove the residue I spoke to three representative who's responses were vague and lacking in empathy. No one could tell me how to remove the residue. I have tried windex, rubbing alcohol and Goo Gone. Nothing will remove it. They suggested to take it the gas station and have someone scrape it off with a razor blade (?!?!) Thanks for the crappy product SunPass and your lack of warning people of the product you sell. I would have waited to buy the transponder. Which by the way is ALWAYS sold out when I was shopping for one. read more

Deceptive scam artists. Tolls w/o operators or identification of operation. Got hit several times at pensacola beach upcharged me $2.50 in addition to the 4 times I passed through. read more

Very poor customer service. I had repeated charges that weren't mine and reported it stolen- twice. Still no response and yet even after reported stolen saw charges on my credit card. (I'm following up on trying to get money refunded.) No chat, and phone service only weekdays. This - mind you- is for the toll service for the entire state of Florida! I was out of the county on a weekday and tried to call. Guess what ? No number for out of country. I finally just closed my account to prevent future fraud and instructed my credit card to block any payment from this vendor. Of course, I will need to open a new account to have the pleasure of driving on Florida roads. (Yes, that's sarcasm.) read more

Pure FRAUD. Reading everyone else's experience makes me feel better. It isn't just me. This is a Government operation that should be better regulated. The account was totally blank so I could not confirm any charges. Then it was Negative $63. Then I was double billed with EZ Pass even though I do not carry that transponder in vehicle. Then they removed one of my cars from the account and it was charging at non-discount rates. Then they sent me a Registration Stop warning. There is nobody to call who cares or has the skills to correct any problems. FRAUD pure and simple. No private agent could get away with running a business this way. The Government can. read more

Sunpass got hosed with Conduent...They paid $287 million for a piece of crap system that won't even add up monthly usage by transponder. Really, I have to print out 4 pages of a spreadsheet and manually add it? Really? I gave it a couple of months thinking it was getting up and running and would do it like the old system did. Nope. You guys got HOSED. read more

I tried logging on into the SunPass app like I habitually do, to replenish my account to no avail. I decided to call SunPass only to learn that my account was at -$93.50. But how could that be.. my driving habits are the same each week every week? And I had just added funds to my account the week prior? I replenish my account very often and never been over more that $10 over. The manager and the representative before that told me that it was because Miami-dade had reported their toll postings late, "they're notorious for that" he said. We are in February and am just now getting billed for transactions from back in NOVEMBER-January? Unacceptable. I've been driving in Miami for over 12 years not once has this occurred. He down played the situation and said it happens often and they are tolls that I had already taken and there's nothing he could do about it, I would have to pay. It wasn't just a few tolls but $93 worth. This is unethical and SunPass representatives/ managers do a great job at down playing the situation and can do absolutely nothing to rectify their mess up. Just forced to pay $110 to reinstate my account that I just replenished last week with $20. Not to mention THE WORST CUSTOMER SERVICE. What other prepay toll options do we have, let's make this shit company obsolete!!!! read more

Terrible service. Accidentally drove on a SunPass road on the way down to Miami instead of taking a turnpike for a few miles (reason being was the road split up, so once I got on the SunPass road I couldn't switch out of it for a few miles) and was hit with a $30 dollar penalty. When I called in to fix this, I was told that because I had taken the wrong road, I would have to pay $30 and there was nothing they could do about it. read more

This company is TERRIBLE! I received letters saying I owed money, so I called twice this summer AFTER moving out of Florida. I was told both times that I owed nothing. On one call, I was actually told I paid TOO MUCH and would be receiving a refund! I received another letter, so I called and AGAIN I was told I owe nothing, BUT... I was sent to collections for $10.14 earlier this month. Neither SunPass or Alliance 1 (the collections company they use) notified me that this had occurred or even gave me a warning. They have all of my info- name, license plate, bank account, address, phone number, and email- yet never bothered contacting me by any of these mediums. I do NOT recommend getting a Sunpass account, especially since I have had issues in the past with them transferring money to "load up" my SunPass account from my bank account whenever they wanted. This is truly unacceptable and there is no way to appeal any of these unfair, hidden charges. read more

I haven't even moved to Florida yet and I've already found out how much SunPass sucks. For one - if you want a mailed statement, you have to pay for it. NP for me, I do the email thing, but if someone has internet access issues or just prefers a mailed statement, requiring additional payment seems a little on the cheap side. Second, I dutifully ordered my SunPass decal almost two months ahead of my relocation to Florida. USPS Informed Delivery says it's delivered. Never got it. I contacted SunPass Customer Service and they tell me I have to buy another one to replace the one I never got. WHAT?! If I ordered something from a mail order retailer such as Walmart or Amazon, and my purchased item(s) was/weren't delivered, and they told me I had to pay for the replacement, I'd never do business with them again. But, with a captive sole-source customer base, SunPass seems to feel free to be as unreasonable and abusive as they want. So, yeah - we're definitely off to a less-than-ideal start. read more

Awful is just a start for Sunpass. 16 Charges to my stocker that I never used. 6 of those were on 2 different dates when I was coming down from Minnesota. You get No response from phone calls. No return calls. Then the supervsays these stickers can't be hacked. He acted like I was making it up. In fact he said "you and your truck was in south Florida" when I proved to him I was still in Iowa. Get rid of this company that is ruined Sunpass. Terrible service, terrible support and terrible all around. read more

Pleasantly surprised with my customer service rep - not often you can claim to have had a more-than-pleasant call off a phone call - this gal was so pleasant, professional and efficient! So refreshing to have had her handle my issue:) Wish I had taken her name down especially when most times we take time to post negatives but not positives; this was a good "mission accomplished" task! read more

Sunpass should be ashamed of themselves! This is a business that has thousands, probably 100 of thousand customers. They should treat their customers better, but of course, their the only show in town so they don't care if you complain or not. I got an invoice in the mail, which included a picture of my car and the license plate written below it (the picture was almost black and the license plate was not visible. They printed my license plate number below the picture. The fine was $1.34. Obviously, it is not about the money. I didn't think anything of it and wrote a check and mailed it out. A few days later, I was going through my papers and noticed that the account number on the invoice was not my account number. Of course I called, and after 20 minutes on hold, a representative took my call. After explaining that this was not my account number, she looked into it and said the car in the picture is not your car. She said when they receive my check, they will return it. Over 4 weeks later, I never got the check back, but saw that they actually cashed it. Again, not a question of the money but...... - I followed their instructions and filed a dispute on their website. I got an email that said they received it and someone would contact me within a few days. Many weeks later, I again sent a nasty email to them and again, they responded by saying they would contact me - To date, and this is about 4-5 weeks later, I have heard NOTHING! I rarely use the turnpike, or any other road that requires me to pay a toll, so I'm glad about that. But, Sunpass is a nightmare. Sunpass is regulated by FDOT (Florida Department of Transportation). Anyone and EVERYONE, that has had a problem with Sunpass, should voice their dissatisfaction. Go to www.fdot.gov read more

Quick update: 6/19 complete experience still sucks. Forced to take one day even with account and they charge me toll by plate price -1.20$ on exit rather than .30 cents because it went under 0$ smh. Anything to get a dollar. SunPass is by far the most unprofessional business that you can't control using. It's unfair that sometimes you have to use a system so poorly used. Prices for tolls are overpriced, notification and tech-support on account is the worst company I've ever been connected too, nine out of 10 of the customer support agents have terrible attitudes, the application is the worst business app ever used as well. You would think that the mobile app would be easy to use with the fact that everything is on the go however that's not the case. Every time I go through a toll I should be notified where, when and how much I'm charge through the app... But of course doesn't you would think with all the technology and money they have invested in road scanners they can afford and up today app or all-around service in general.. But no chance! Easily the first one star company I have ever given out of the hundred of yelp reviews I've left... Sunpass should be reported but we all know it's out of our ALSO, simply tried to change my name because it legally was changed.. couldn't do it over the phone. (STUPID) sent needed paperwork in. Said they needed more then picture ID and and signed Judge document and I would have to now fax that, with a home bill... the amount of information they need is ridiculous. Clearly outdated systems with old greedy people running it. On top of that, all that money and streets are still not done a year later. read more

This sunpass situation needs to stop, they re just stealing hands down friking miami is been under construction for 10 years and it has the same fucking traffic problem, sunpass is just making money out of all of us it's not fair. When you go up north roads are way better, no construction and no friking tolls. This shit need to stop read more

I have been dealing with Sun Pass for over a month now, and after this experience, I will be making my voice heard to our elected officials, and I urge everyone else to as well. A month and a half ago, my balance was Low, and my account was not on Auto-Replenishment (by my choice), so I went onto the website and re-loaded my account. Later that afternoon, I noticed that Sunpass was trying to hit my account twice, once for the payment I submitted, and then again for another $25. I contacted them immediately and advised them that I did not authorize them to charge the second $25, and that it needs to be cancelled before it hits my account. The first girl I spoke to did not want to help me at all. She just kept telling me that my account "HAD TO" be set up on Auto-replenishment, because they require it. After telling her for the 15th time that my account HAS NEVER been set up on Auto replenishment, I finally got tired of the attitude from the rep, and demanded a Supervisor. I was given someone else to speak to, but I have trouble believing that they were actually a supervisor, since she didn't seem to understand anything about how their business functioned. She didn't understand Auto Replenishment. She didn't understand their website. And I would soon come to learn, that she didn't understand how to cancel a payment or issue a refund. She told me she was deleting my payment info from my account, since that is apparently the only way you can have an account that isn't on auto-replenishment (which makes no sense, since my payment info was stored online before, and I was never on auto-replenishment. She also advised that she "COULDN'T" cancel the $25 charge, but that she would send over an email to their refunds department, requesting that they refund the payment. I told her it needed to be expedited because this is money that they stole from me, and she advised she would note that in her email. A week went by and the money never went back into my account, so I called them back. The girl on the phone told me that the refunds can take 6-8 weeks... which I reiterated was unacceptable. The girl advised that she would send over another request for a refund, asking again that it be expedited. In 4 days the refund still hadn't showed up, so I called again, with the exact same result. After another week I got tired of being given the run around, so I filed a BBB complain case. Within a few days, a girl from SunPass called me about the case. At that point she told me that the Refund request had already been processed and that it should already be back in my bank account. When I told her it hadn't, she advised that she would call me back. A few days later, she calls me back, asking me again to look in my bank account. I confirmed to her yet again that it still had not been refunded. She advised again that she would call me back. A week goes by, and she calls me back, but this time she told me "there was noting to refund, because they cancelled the charge on the same day, so it never would have hit my bank account. I then had to get my bank to provide a print out that showed the $25 coming out of it. She advised that she would send that over and get it processed for a refund. I reminded her that this needed to be expedited, because they stole the money without my permission, and they did not have permission to hold onto it for so long. A few days later she calls me again, but this time she is back to her original story that my refund was submitted last month, and should have already hit my bank account. I verified for her that it wasn't, and reminded her that she had changed her story, and that I had to email her a copy of my bank statement. After that, she indicated that she was going to follow up with the refund department and call me back. A few days later, she calls me and tells me that they finally found the $25, so they just applied it to my Sunpass account, and asked if that was okay. So, after stealing my money, and being told that they cannot keep the money that they stole ... they then wasted a month of my time, and tried YET AGAIN, to keep the money that they stole from me. I reminded them that this was unacceptable, and advised that if they don't resolve this by the end of the week. She advised that she would call me back again. A few days later she called me back and advised that they finally have process the refund, but that it can't just be refunded to my account, so instead they are sending me a check for the refund. I voiced my annoyance, but reminded her that it needed to be resolve that week. By the end of the week, I got a letter from Sunpass in the mail, which I first mistook for a check. It wasn't a check, it was just a letter telling me that they were going to refund the $25. 4 days later, the refund check finally arrived. So basically, they stole my money, lied to me, tried to keep my money repeatedly, and took a month to refund my stolen money. read more

You call, wait an hour each and every time and the people act like they do not want to deal with you. I emailed and I was told someone would get back to me in two days. It never happened!! From now on when I take the highway I will use the avoid tolls option both going and coming. They are terrible! Absolutely no customer service and don't wait for a return email. It will never happen. Absolutely awesome. I wish that I could give it no stars! All thumbs down! read more

Customer service is terrible. You will wait a minimum of an hour on hold or before someone calls you back. When you do get someone, they are usually very rude and unhelpful. Activating a transponder is way more difficult than it needs to be and, no, you cannot "simply" go on their website to activate it. I has to call in multiple times to finally get it activated, which required being on hold for over 4 hours total. read more

Worst website,Worst + telephone service.Thought I signed up for SUNPASS PLUS.Went to MIA(which I HATE) SUN PASS PLUS parking.Machine told me I didn't have SPP.Paid the $16 on my CC.Tried to sign up again for SPP.Went to MIA(did I tell you I hate doing) the next day,same story.Tried to speak with somebody with a pulse.Was told I had a 91 minute wait.Gov Scott if this is the best you can do I'm staying with Sen.Nelson read more