SunPass Operations / Faneuil

Bunch of thieves, don’t use sunpass and don’t use the turnpike. Clowns. Better off using the public roads than this scam of an organization

These new transponders are terrible. They do not beep, they do not show your balance? How are these better? How do I know if I paid my toll? I have to go online and check each time or wait for an unpaid notice in the mail? You don’t even give the option to upgrade to a better model? Seems like sunpass is heading in the wrong direction.

Beyond maddening.
Virtually impossible to speak to a rep.
Inexcusable.
Try pressing #8. You «may» reach a human.
Sunpass Should Be Ashamed.

I was on vacation in August 2015. I rented a car from Fox and since I was driving to Key West, I stopped to purchase a SunPass along the highway. Yes, the woman told me to remove the sticker from the care when returning it to the rental company.
As travelers know, there is a real rush and sense of urgency when returning a car. Especially when the shuttle is waiting for you.
While on the shuttle to the Miami airport, I realized I’d forgotten to remove the transponder. I asked the Fox shuttle driver to go back and ask someone to remove it right away and he said he would.
I also tried calling Fox that morning but waited on hold so long, I had to hang up to board the plane.
I sent Fox a message on Unilocal,asking that they remove the sticker. A month later I received a response from Fox asking if the SunPass issue had yet been resolved. I replied that it had not and that again, I’d tried calling Fax numerous times, always on hold for a ridiculous amount of time.
This past weekend I received a bill from SunPass in the amount of $ 50.81. I called this morning and explained the situation, including that I had the back up to support my explanation and even after speaking to a Manager, Mary Bell, I was still forced to pay the outstanding amount or be turned over to collections.
While on hold the recording was to stay on the line and participate in a survey about their World Class Customer Service! You’ve got to be kidding me.
Absolutely the worst customer service, EVER.

I just want to tell someone at Faneuil about a terrific support person you have in Katharine Kennedy. I rented a car from EZ Car Rental and drove from Orlando to Jacksonville to Cape Coral to Miami to Tampa and back to Orlando. I paid over $ 30 in cash tolls during that time. I am from Ca. and haven’t been to FL for a while so I didn’t know that many of their roads are cashless toll roads now. When I got back to Orlando and tried to explain the problem to EZ their rental people were no help and just told me to send a check to Sun Pass to pay the missed tolls. I have heard horror stories about rental car agencies charging exorbitant add on fees for missed tolls and I wanted to take care of this issue before it became a big one. Katharine explained that Fla. has several toll agencies and I owed $ 3 – 4 to 3 different ones. She went way above and beyond helping me contact the other agencies and figure out how to take care of my problem before it escalated.
She is a credit to the Fla Toll Road organization.

I cant believe how many tolls they place all over the city with the incompetent customer service they have and false statements they send charching 100s with those crazy automated system hello this is miami this aint las vegas dubai new york peoples should start taking down those cameras like they did in hialeah that why we dont have cameras here respect the city and stop that scam stealing peoples money thats why peoples steal from all the government and insurances im moving out of here next year.

Pay by Plate is ridiculous. Need a option to pay at the toll booth by attendant or machine to put money into.

Completely and utterly incompetent Customer Service…
I do love the convenience of having a transponder in my vehicle, of being able to pass through tolls without digging for coins. I’ve used SunPass for YEARS because of this convenience. However recently I traded in my car for a brand new one and the «love of SunPass’s convenience» has been significantly soured!
First off, knowing that my old transponder was still on my old vehicle. I logged onto the system and tried to deactivate that transponder. NOT so good, the system would NOT allow me to deactivate the transponder, so I ended up having to report it as «stolen» to get it removed from my account (how moronic!).
Immediately after this I ordered a new stick on transponder while on the website — thinking «two birds, one stone…». I had a significant account balance, yet they STILL made me pay the mandatory minimum $ 10 fee towards my balance in order to purchase the device. I wish now that I had purchased the stick-​on transponder at a local Publix instead, so I would not have had to go through this process…
I purchased the new transponder and here about a MONTH later, I have still not received my new one! I have had TWO phone calls into the customer service center for SunPass Operations, the first about a week and a half after my purchase, trying to track down my wayward transponder, knowing that I was going to need it as I would be visiting family out of town. The lady I spoke to said there seemed to be a problem with the system, and she could not explain why it had not been mailed out yet, and that she would ensure that the transponder was mailed out immediately…
Flash forward to a couple of weeks later, STILL no transponder! I visited the website after hours, too late to call their customer service at that time, and sent them a SCATHING web contact form wanting to know WHERE my transponder was, that I had to stoop to COINS during my recent trip, even though I had a perfectly good balance on my SunPass account! This was on 3÷22÷15.
ON the 25^th of March I received a rather «cryptic» email from SunPass with the following message… no explanation or anything, just this:
«Thank you for contacting SunPass with your inquiry. At this time, it appears that a resolution has already been provided to you.»
What resolution??? It took yet another phone call to SunPass to find out that they say they mailed out my transponder on the 23^rd! (The day AFTER my scathing web contact). Hmmmm… There MAY be an update to this review depending upon whether I receive the device or not…
What a bunch of incompetent morons!

Received a toll violation notice from the Florida Department of Transportation for an unpaid toll at a location which I never heard of and had never been to. The notice had my Florida Tag number for my two axle boat trailer. The photo of the vehicle of the vehicle at the site of the violation was a Nissan car. I tried calling them four times and after 3 hours finally got thru to someone who finally dismissed it. They have the worst customer service on the planet!!!

Just decided to get a Sunpass for our car. Had always used EZPASS up north. Can’t imagine why Florida did not become an EZPASS state with so many traveling up and down the 95 corridor.
Anyway, my gripe is having to pay $ 20 for the transponder!!! Never paid for the EZPASS one, and several times that system upgraded the hardware and automatically sent you a new, FREE, transponder.
Why does the consumer (taxpayer) have to pay for the equipment needed to charge them for tolls? Outrageous.

Epic fail on so many levels. And just so everyone knows, Sunpass is not run by Florida’s Government. It’s been outsourced and run by a CONTRACTOR (Faneuil Inc
). Florida is notorious for this type of crony capitalism.
I had 2 transponders and was trying to give them to someone. I found out I had to fill out paperwork and get it notarized before anything could be done. So I did that and the person supposed to get the transponders did as well. Then the nightmare began…
We kept running into problem after problem trying to get the account transferred. After a month of back and forth, we both decided it was not worth the hassle any more so I decided to close my account. I requested that the balance of monies be sent to me. This was 5 MONTHS AGO.
The person taking my request was absolutely inadequate. She changed my address to the person I was originally transferring the transponders to (not sure why she did that) and then weeks later a check was cut. I’m not sure what happened, but I finally received the check 3 MONTHS after the check date — of which on the check it says «VOID AFTER 90 DAYS». So now I couldn’t even cash the check.
So I am now trying to get the replacement check. This has been a nightmare. It’s been another 2 weeks back and forth again trying to get a replacement check and I’m still chasing my tail. I’ll be filing a complaint with the Attorney General.
People STAY AWAY from this company.
Your Sunpass is tied to your Driver’s License. Should ANYTHING happen to that Sunpass, you are entirely responsible for it. Should it get stolen or anything and someone brings your balance past $ 0 you are responsible for all the tolls and penalties and if you don’t pay it you can lose your License and you won’t be able to register your car.
And should something happen to your transponder, it’s going to be a nightmare to get it out of your name.

What a sham and a just an overall hot mess. The overall idea of the sunpass is great. But there are MAJOR issues with billing and customer service.

I am very unhappy with Sunpass for a variety of reasons; especially billing issues. But my feelings are unimportant. I want to tell the world that, contrary to what Sun Pass says on its website: YOU CAN TRANSFER THE MINI-​STICKER FROM VEHICLE TO VEHICLE. Website maintains:
The SunPass Mini Sticker Transponder cannot be hand-​held or moved from car to car. It must be permanently mounted to the inside of the windshield or it won’t …
THIS IS NOT TRUE, YES YOU CAN and please do it. If I had known this I would have transferred the sticker from my Mustang when I sold it. Now I have no Sunpass and I feel like an idiot for having followed the instructions on the website…:-(

i loved having the transponder when i needed it. very convenient. i didn’t mind prepaying because i knew i would use it.
the trick is to check the rate before entering the lanes on ones with that capability. if it’s 25 cents, forget it. but if it’s 2 bucks, it’s 2 bucks well spent, cause somewhere down the road, you’ll be flying by whatever nastiness there is.
my problem is that i haven’t had an account in almost 3 years. well, i’ve asked them to close it, but they don’t.
each year, i get a «statement.»
granted, the balance is $ 0, but still, they — and anyone else who happens to hack into their system — have open access to all of my personal information.
i called in today (again!) to request a FULL CLOSURE of the account, and the gentleman said (as they all do) that he closed it… but he couldn’t prove it to me! I tried to log in to my account while still on the phone with him, as he suggested, but couldn’t. he said he didn’t have the ability to snail mail me an account closure letter (even though they can snail mail bills just fine), nor could he email me anything — not even a screen shot showing his computer actually did in fact show that my account was closed.
these guys are monkeys with ridiculous, outdated, not-​user-​friendly systems.

Sunpass is just another Dade County Government program that loves F’ing its customers. These people are rip offs literally we spend money on them everyday to «improve our roads and reduce traffic» all they’re doing is coloring the highways and adding more palm trees. Yea WOW GREAT JOB IN REDUCING TRAFFIC morons!

While the Sun Pass system is convenient and saves time, I can’t understand why they can’t send me an e-​mail monthly statement. I know I can log into my account on line, but I’d rather get an e-​mail statement and not have to pay for this service. I asked why they can’t send me a monthly paper statement. They said they could, for $ 1.75!!! Let me get this right; I have to pre-​pay my account, they have my money before I consume or use the road, they «can’t» send me an e-​mail statement and they want to charge me to send a paper statement in the mail? Not so great. Oh, and they say that Sun Pass users pay the «discounted» rate. The cash price is inflated to make it look like they are giving you a generous discount, but it’s just that, and inflated rate. Again, not so good.

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.

I truly LOVE the convenience of Sunpass… However, their customer service is lacking!
I have switched back and forth and back and forth in the 6 years I’ve had a Sunpass transponder trying to find what was best: automatic replenishment or manual. It seems that when I do it myself I end up having no money on my account at some point and I have the account terminated, which they tell you about maybe a week after. Then you have to activate it again and HOPE that you didn’t run through any tolls. The auto replenishment idea is wonderful, but then they always take $ 10 out of my account every time the account gets to $ 10…yes, I always have money in it, but what if I don’t really need it?
Getting back to the termination of the account. So, what if during that time your account was terminated and you DID go through a toll booth? Oh, you receive a toll violation, which you can get removed pretty easily. And, what if you never received said violation because you were in the process of moving? That’s just what happened to me. I found out a week ago I have not one but TWO outstanding violations from the month of January. We will simply refer to the Customer Service Rep as CSR:
Me: Why didn’t you guys send anything? Why wasn’t I notified?
CSR: We did. Didn’t it go to _​_​_​_​_​_​_​_​_​_​_​_​_​_​?
Me: Old address
CSR: Well, we thought you had received it.
Me: Yes, and I’ve received others and dealt with them accordingly since that time. I moved around that time.
CSR: Well, it’s too old now, so you’ll have to pay it.
Me: Fine, can you send me something now?
CSR: No, we don’t send out multiple reminders
Me: WTF?
So, yes. I proceeded to tell them just how lovely their service department is and how good a job they do at notifying their customers. I WISH there was another company we could use for this or even that I knew which one was better: manual or automatic replenishment. But, for now, I will leave it on the automatic.