Complaints

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:02/17/2025

  Type:Order 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.

  Our whole family is new to *************, I bought a transponder but didnt know how to use it. I thought we should add Money every year. I didnt know they charge every time I use the bridge. I was working for **** and **** said **** will take of my tolls whenever Im using it while working for ****. But recently when I was trying to renew my registration, I had a registration stop I didnt even know whats that and I was pulled over and cops towed the car. Our family had only one vehicle for every use. Everyone use the this one vehicle only. Without that we are struggling a a a lot, we cant afford to pay $1900 at once. My works depends on my car . And right now I dont have a job without my car without renewing my registration. So please is there any way to pay $100 monthly and remove the registration stop so we can use the car for our daily purpose. Please us a chance and this wont happen again. Please help us. ******- plate number

  Business Response

  Date: 02/17/2025

  Currently, there are 338 outstanding toll trips for license plate # *********.   These trips have been incurred between December 2023 to present.   *** County has been mailing Toll Due invoices for over a year on the following dates indicating outstanding tolls were due:2/5/24. 3/12/24, 8/27/24, 10/21/24, 11/18/24, 1/9/25 and 2/3/25.  The letters were mailed to the first registered owner (*******) at *****************, **************   This is the same address that is currently listed with **************************** Vehicles.   Unfortunately, we are unable to lift the motor vehicle registration until full payment has been received.    
  In reviewing the **** rules online, **** collected the tolls from the rider and were reimbursed to you.  They do not pay them directly to the toll agency.  
  Tolls for Trips with Riders: When your vehicle is charged a qualifying toll during a trip, the amount is automatically added to your fare. These tolls are charged to riders and reimbursed to you from the rider, as detailed to you on the Earnings tab of your driver app.
  If you open a LeeWay account, we will reduce some of the $3 administration fees.  You would need to call the LeeWay Service Center at **************. 

• Initial Complaint

  Date:12/09/2024

  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.

  During the 2019 - 2022, I worked at ********************** and I had to use the ***************** and ***************. I had just recently moved to ************* in 2019, and we paid our tolls at the booth to the attendant. After I was advised by a Leeway employee to get the transponder from a CVS or ********* which I did. I prepaid money into the transponder which was a sticker on my windshield and I would pay by mail also. The pandemic hit and we shut down for a whole year and I returned to work later in 2021 I was billed for tolls when tolls where supposed to be suspended this also includes after the bridges opened after ***, I would like for the tolls that were charged during this time to be removed and I would also like for Leeway to correct their admin fee and charge those based on the dates from whence they implemented that fee.

  Business Response

  Date: 12/10/2024

  Good morning,
  

  In order to provide assistance, we will need some additional information.  I am unable to locate an account with the name and address combination provided.

  Thank you,

  ***** *****

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

• Initial Complaint

  Date:11/13/2024

  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.

  Around February '24 I received an invoice for unpaid tolls including service charges for crossing the bridge into **********. I purchased ******* Pro transponder around March '23 and had no problems/invoices from Leeway until approximately February '24. I checked my account and observed my car was getting charged for crossing the bridge and did not understand what was going on. I filed a dispute(#1-10887519458) with ******* as I had a transponder and should have been getting charged. The response from ******* after contacting LeeWay was inconclusive approximately two weeks later yet my bank was being charged automatically and texting me about every ten days showing that my transponder was working. I also observed charges to my sunpass account and everything looked ok. I also did not receive anymore invoices until September of '24. The invoice in September declared that my registration had a stop order and the fees had now accrued to $275. We called Sunpass again and filed a dispute 1-12111289902 in which we had to file twice because apparently the dispute in March was not filed correctly by Sunpass nor was the first one in September. We filed another dispute and LeeWay said pay the full amount because I needed to have a license plate for the car on my account. Unfortunately my account had two of the three cars I own, but not my daily, hence the unknown accruals. I have attempted to resolve this directly with LeeWay and they refuse to waive the service charges and allow me to pay the now $112 in toll charges I unknowingly accrued. I was a responsible customer(***** at ******************** disagrees) and looked in to my issue. When my account shows hundreds of charges; it looked ok to me. When I'm not getting invoices, I assume that everything is fine. ***** stated that LeeWay sent two more out between March and September but I did not receive them. I was also now told in November '24 that the Transponder doesn't work every time. Please waive the fees.

  Business Response

  Date: 11/13/2024

  Mr. ******,

  Thank you for contacting *** County with your concerns.  When processing a toll transaction, we first try to collect by the transponder.  If that doesnt work, we also try a second time to receive payment by a license plate match on your SunPass account.  Neither process resulted in payment.  According to ******* Florida license plate # ****** was added to your SunPass account on 9/5/24.  
  
  In reviewing the account notes, toll due invoices were mailed to your address on the following dates: 5/1/23, 5/30/23, 6/26/23, 7/24/23,8/21/23, 9/18/23, 10/16/23, 1/29/24, 3/12/24, 8/27/24, and 10/21/24 for outstanding tolls.    I have included copies of the invoices in one file.
  
  Understanding that youre a SunPass customer, we can offer to waive 28 of the 56 administrative fees reducing your total due to $196.  
  
  If you have any additional questions, please let me know.
  
  Sincerely,
  
  ***** ********
  Toll Operations Manager
  *** County Department of Transportation
  ******************************

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22551386
  

  First off, thank you for the timely and professional response to my concern.  I also appreciate the invoices that I did not receive as it correlates with what I have stated in that I did not receive any invoices for 2023 and only 4 invoices were sent for the year of 2024.  ***** said many of the tolls accrued in 2024.  Im not sure why so few were sent.  I received the January invoice which led me to file a dispute,  the March ************************************************** question.  We filed another dispute in September shortly after receiving the third and I was notified of the 4th invoice when I spoke with ***** at the service center.  I greatly appreciate that you are willing to waive half of the service charges but Im going to need the other 28 waived as well.  As previously stated, 2 of the 3 cars I own were added, while there seemed to have been an issue with my daily getting entered which received the service charges.  At no time did LeeWay every state they have malfunctioning equipment until September 2024.  I purchased the transponder to get through Florida tolls without issue and it concerns me that there is a problem like this occurring between two government entities.  I am entirely responsible for the toll crossings which again equal $112 and am perfectly willing to pay for those.  Again, I was responsible by having recurring charges from my bank account on my Sunpass account and checked on this account and observed my toll crossings.  LeeWay can also confirm that money was in my account.  I cannot be held accountable for a transponder not working correctly; however, I have no problem paying my tolls if they are not read correctly.  A service charge for wanting to pay my tolls on an equipment error should be waived.  In your reply you stated that I added the plate to my account on 9/5/2024, you were correct as that was when we determined the plate for my primary vehicle had not been added to the account when we filed the most recent dispute for this misunderstanding.    It would make absolutely no sense to knowingly operate my vehicle the entire year and accrue this bill and the inference can be made that malfunctioning equipment was immediately rectified through Sunpass by correcting the plate issue into the system.  It is egregious that a stop registration was made to my license plate when I received little to no correspondence through the year while I was in good reason to believe my account was in good standing.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/18/2024

  Mr. ******, 
  Unfortunately, we are unable to waive more then 1/2 of the $3 administrative fees.  As noted in your SunPass agreement under section 1, number 1.6.

  
  Users failure to inform ******* of the current registration and/or license plate number on the vehicle prior to using any toll facility will result in a breach of this Agreement and may result in the issuance of a Uniform Traffic Citation under ********, or a DHSMV registration hold being placed on the vehicle pursuant to Section 320.03(8),Florida Statutes (2016) (Registration Hold), or the applicable laws of an Interoperable State. These remedies are in addition to any remedies available to FDOT under, federal law, Florida common law, statutes, administrative rules,and this Agreement.

  
  As indicated in the previous correspondence, license plate # FL- ****** was added to your SunPass account on 9/5/24.    The total due remains $196.
  
  Sincerely,
  ***** ********
  Toll Operations Manager
  *** County Department of Transportation
  ******************************

  Customer Answer

  Date: 11/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Unfortunately I have no choice but to accept this and pay.  Please adjust the amount due to $196 so that I can pay my DMV fees before my registration expires.  

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/03/2024

  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.

  I received a "*** Country Toll Due Invoice" in the mail yesterday indicating that I owe $5.00 for an unpaid toll. Included in the invoice is a poorly lit, grainy picture of a license plate. The invoice date is March 25, 2024. I do not owe this toll; I have never been to *******, nor have any vehicle I've ever owned. Further, I can prove the picture of the license plate is not mine.

  Business Response

  Date: 04/03/2024

  Thank you for providing the information necessary for us to investigate the validity of the toll transaction. We reviewed the information you provided as well as our data. After completing the review, we agree that you are not responsible for the transaction.
  
  The transaction listed the wrong state and has been moved to the correct customer.  
  
  We apologize for any inconvenience this may have caused you. If you have additional questions, please feel free to contact us at **************.
  
  Sincerely,

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

  *** County DOT -Toll Facilities

   

  Customer Answer

  Date: 04/04/2024

   
  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:03/11/2024

  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 received a bill from *** county saying i owe money, but i have a sunpass account that has been charged with these tolls *** toll reference ******** $318 plate nnqu02 : reference ******** $90 plate xb7ks sunpass account number ******** i can only go back 36 months in my Sunpass account ( attached)

  Business Response

  Date: 03/12/2024

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

  Thank you for contacting *** County.  When processing a toll transaction, we first try to collect by the transponder.  If that doesnt work, we also try a second time to receive payment by a license plate match on your SunPass account.  Neither process resulted in payment.    Once a toll invoice has been issued, we are no longer able to charge your SunPass account directly.
  I have reached out to SunPass on your behalf concerning the outstanding *** County toll trips.   According to SunPass, license plate  FL- ****** was added to your SunPass account on 9/19/22.  All 61 trips occurred before the license plate was added.  In addition, transponder # ******** is reading in the toll lanes with your crossings, but is not active in your account.
  
  According to SunPass, License Plate #FL ***** was added to your SunPass account on 2/1/2021.  You SunPass account was out of funds during the following times:
  From 12/18/2020 until 02/01/2021  
  From 04/30/2021 until 05/16/2021 
  
  The ****************** question for license plate # FL ***** occurring during these times.   Twelve trips occurred during 4/30/2021 to 5/16/2021 and thirty-three trips occurred during 12/18/20 to 2/1/2021. 

  
  The outstanding toll trips were not charged to your SunPass account and remain due.  If you have additional questions, you can contact the customer ********************************************* at **************. 

  Sincerely, 

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

  Toll Facilities Operations Mgr

  
  

  Customer Answer

  Date: 08/06/2024

  Complaint:

  i got a toll invoice saying i owe $318 for a license plate that has been turned over to the state and is not in use. i also have Sunpass that has been active since 2016 and it has an automatic charge to my bank when its low on funds they are harassing me saying theyll put a stop to my renewal registration Plate : NNQU02 and XB7KS transporter number: ************ and 046678680110

   

  Desired Resolution:

  Billing adjustment; Repair

  Business Response

  Date: 08/06/2024

  **************************, 
  Thank you for contacting *** County.   A previous BBB complaint was submitted # ********.  Back on March 10, 2024, I responded with my research into the disputed tolls.  When processing a toll transaction, we first try to collect by the transponder.  If that does not work, we also try a second time to receive payment by a license plate match on your SunPass account.  Neither process resulted in payment.  Once a toll invoice has been issued, we are no longer able to charge your SunPass account.   As noted above, I reached out to SunPass in March 2024 on your behalf concerning the outstanding *** County toll trips.  
  
  
  According to SunPass, license plate FL- ****** was added to your SunPass account on 9/19/22. All 61 trips occurred before the license plate was added. In addition, transponder # ******** is reading in the toll lanes with your crossings, but was not active in your account.
  
  According to SunPass, License Plate # FL ***** was added to your SunPass account on 2/1/2021. Your SunPass account was out of funds during the following times:
  * From 12/18/2020 until 02/01/2021 
  * From 04/30/2021 until 05/16/2021
  
  The ****************** question for license plate # FL ***** occurring during these times. Twelve trips occurred during 4/30/2021 to 5/16/2021 and thirty-three trips occurred during 12/18/20 to 2/1/2021.
  
  The outstanding toll trips were not charged to your SunPass Account and remain due.   If you have additional questions, please contact the customer ********************************************* at **************.
  
  Sincerely,
  ***************************
  Toll Facilities Operations Mgr

• Initial Complaint

  Date:03/28/2023

  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.

  In Nov of 2022 I received a notice from Leeway that my account was being closed due to no activity in two years. I had retired and moved to *********. I had closed my business account and they were no longer able to charge it for the yearly fee or for adding funds to the account. I meant to use the remaining funds when back in ******* for visits. As it worked out I never use the funds and forgot about it until I received their notice. When I checked the balance, I found out that I had ***** in the account. I had filled out their online form requesting a refund for the money. On the form you can request the balance in form of a check or have it sent back to a credit card. I marked that I wanted a check. This is what I wrote in the e-mail that I sent."Moved to Tennessee two years ago and wasnt aware I had a balance. Please mail refund to address on form. Thank you, ***************************"I asked for a check and marked the form a check I was told it would take 2 to 6 weeks for the refund. After 8 weeks and no check I e-mailed them and was informed that they had refunded the money to the credit card account that no longer existed. I pointed out that the account was closed so they couldn't refund it that way and that I had request a check in my e-mail and on their online form. They gave me the info on the refund, when it was sent, the amount and a tracking #. They asked that I check with my bank.I did, giving them all the info I was given. After checking they told me that they had never received any refund from Leeway. I wrote back telling Leeway that the bank hadn't received it and that they needed to send me a check.They have refused. "There is no additional steps we can take on your behalf on our end. "This is ridiculous. They, on their own lost the money. This is their mistake. Not mine. They are responsible for this money. I can not go into their computer system and look for the money, that is their job. They still owe me the money and should send me a check

  Business Response

  Date: 03/31/2023

  Our records show a credit card refund was issued and accepted by the bank on October 24, 2022.  The LeeWay manager completed a three way call with ********** and yourself concerning the status.  If the credit card refund is rejected by the bank,  we will process a refund by check.  

   

   

• Initial Complaint

  Date:02/06/2023

  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.

  ***************. There is no person available to collet cash. So everyone is forced to use leeway or sun pass. $2 toll $3 in fees. Each toll equles $5 But when you already have surpass why is it that we are getting bills from leeway. Bot the first time and I am sure not the last

  Business Response

  Date: 02/06/2023

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

  Thank you for contacting *** County with your concerns.  *** County converted to an all-electronic tolling process October 1, 2021 and resumed charging an administrative fee of $3.00 for transactions not paid in the toll lane.  The administrative fee covers the cost to process a pay-by-plate transaction.  There are equipment costs, personnel costs,materials costs, and administration costs involved in actually processing the pay by plate that are not necessary to process the toll by transponder. 
  
  *** County began advertising this change through traditional media,social media and on our website beginning June 2021.  To avoid paying the administrative fee, you can get a LeeWay sticker transponder at no charge and pay your tolls electronically.  You would set up a $30 prepaid account and your tolls are automatically deducted from the balance.   The LeeWay transponder works throughout the ****************, Georgia and **************.  There is also no administrative fee for customers using a compatible prepaid transponder, such as SunPass. If a toll due invoice is received and you have a SunPass account, either the license plate(s) are not on the account and/or the SunPass prepaid account is out of funds at the time of the crossings.
  
  In looking at your pay-by-plate account, you have 276 outstanding toll transactions for a total of $1,362 due.  Since September 2021, *** County Toll Facilities/LeeWay has sent 48 invoices for a black ********** with license plate ending in #H79 and for a grey ********** with license plate ending in #GJS. 

  The SunPass transponder #******** was reading in the *** County toll lanes for the toll trips on the black **********.  We did receive information from SunPass on 5/12/22 that the license plate was added to the account on 10/11/21.  The SunPass prepaid account was negative from 12/15/21 to 2/24/22 and again from 3/22/22 to 4/27/22.    Starting in July 2022, unpaid transactions for a 2022 grey ********** with plate ending in #GJS began. 

  I did reach out to SunPass on your behalf and the prepaid account has been out of funds since May 2022 to present.   With your trip frequency, you may benefit from opening a LeeWay account and purchasing a reduced fare discount program to save on tolls, please call *************.   

• Initial Complaint

  Date:07/30/2022

  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 a sunpass and I have received an invoice which now I have to pay because they didn't charge the sunpass including fees

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/03) */ Contact Name and Title: Susan D. Contact Phone: XXXXXXXXXX Contact Email: *********@leegov.com Ms. *********, I am not able to comment on the specifics of your invoice since I do not have a matching account with your name and address. Please contact SunPass, so they can research the reason why the toll was not deducted from your SunPass account. If there were funds in your account at the time of the crossing and your vehicle information was up to date, you can request with SunPass a service report to Lee County Toll Facilities to dispute the fee. Based on the account information provided, Lee County may waive the fee. You will need to contact LeeWay to pay for the transaction, since it will not be charged to your SunPass ******* after an invoice is issued. If you have any additional questions, please contact LeeWay at **************.