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:04/29/2025

  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 originally contacted this company regarding assistance with obtaining my Mexican Citizenship on 2/2/25, and sent them eligibility documents on 2/2/25 for review. They did not respond for several weeks and only responded on 2/28/25 after I left a negative Yelp review. They let me know I was eligible, offered on 15% discount and assured me the process would take 4-6 weeks and requested additional documents and half of the total amount due. I shipped the additional documents and submitted the payment and sent proof, and they responded on 3/5 via email letting me know that they received the additional documents and payment and again assured me the process would take 4-6 weeks. They then let me know that the process was completed on 3/28/25 but needed me to review my citizenship documents to ensure everything was correct, I noticed an error and let them know for review on 3/29/25. They responded that same day 3/29/25 letting me know a correction request was submitted. I then emailed them on 4/4/25 and on 4/10/25 for an update and did not hear back until 4/13/25 when they let me know there was no error and let me know the return options for my documents. I opted for *** tracking and paid an additional $20 and sent proof of payment on 4/13/25. I have since emailed them on 4/17/25, 4/22/25, and 4/29/25 for an update and have not yet heard back. I received a *** tracking # 1ZKR64190336198992 on 4/23 but upon researching it appears the label was created and they have not yet shipped my documents. I mentioned that on my email update request sent 4/29/25. I additionally left them an updated Yelp review along with a ****** review and have not heard back from them. We are now on week 8 since they received my requested documents (my original birth certificate) and I have not yet received my birth certificate and Mexican citizenship in the mail and have tried reaching out to them multiple times with no success. Please help, thank you!

  

  Business Response

  Date: 05/25/2025

  We are speaking with client.

  *** lost the package. We are purchasing new documents for her, free of charge, protected under warranty.

  Our company took long in delivering documents to **** that is correct.

  *** unfortunalety lost the package.

  Company contacted *** and did everything to help *** to recove rpackage, they could not find it.

   

  Thanks

   

  *******

  Customer Answer

  Date: 05/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ***** *****
  
   
  

• Initial Complaint

  Date:11/26/2024

  Type:Product 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 am filing a complaint against Doble Nacionalidad Express in ***********, **********, regarding significant issues with their handling of my mothers case for dual citizenship, ****** ****** ******.The case was originally submitted on September 6, 2024, and we were told that the process would take four to six weeks. We have been in touch with them multiple times since then, and although we initially understood there were delays, the lack of communication and continued false promises have escalated our concerns.Each time we contact them, we are assured the case will be completed in two weeks. On several occasions, they have even given us a specific date for an appointment with the Registrar Civil in *******. These dates have consistently come and gone without any progress, explanation, or follow-up.Currently, we cannot even get a return phone call or email from their office. This level of unresponsiveness and lack of accountability is completely unacceptable, especially given the sensitive nature of the documents involved and the funds we have already ******* this point, we need either specific and verifiable details on when the case will be resolved or a full return of all original documents and the fees we have paid.We are disappointed with the lack of professionalism and transparency demonstrated by Doble Nacionalidad Express and hope this complaint will prompt swift action to resolve the matter.Desired Resolution:Clear communication with specific and verifiable details regarding the completion timeline of my mothers case.Alternatively, a full refund and immediate return of all original documents.