Complaints
This profile includes complaints for Travel Visa Pro's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/14/2024
Type: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 called Travel VisaPro to update a passport. They billed me $327.50, then later in the day they called back and advised it was now $501.50, and I owed another $173.50. (Sounds like at bait and switch). I said that was unexceptable and to cancel the request. They said I would be fined $79.00.I said cancel it, how can you penalize me for something I didnt agree on?
Business Response
Date: 12/06/2024
Good Afternoon,
Thank you for your feedback. The customer placed the order for passport renewal. The fees were as follows: Government passport fee ($209.53), our service fee ($99) and shipping and handling ($19). The total charge was $327.53, which customer agreed when placing the order. Once customer decided to cancel, his refund was processed, minus $79 cancellation fee per our terms and conditions.
"Travel Visa Pro does not accept responsibility for cancellations by you regardless of the circumstances in which the cancellation is made unless you wish to cancel a service before your passport and other supporting documents were received by Travel Visa Pro. If this is the case, you can do so by paying $79 administrative/cancellation fee or 15% of the administrative fees then incurred by Travel Visa Pro, whichever is higher, by notifying ************** You will receive a full refund less $79 cancellation fee or 15% of the administrative fees then incurred by Travel Visa Pro, whichever is higher, and any fees already paid for this particular service and for return shipping (if prepaid).
Customer was aware of our cancellation policy, as he agreed to them prior to placing the order. For more reference on our cancellation policy, please click the link below.
*****************************************************
Should you have any questions or concerns, do not hesitate to contact me
**** *******
*****************************************************
************
Customer Answer
Date: 01/02/2025
From: ****** ****** <**************************>
Sent: Friday, December 27, 2024 9:26 PMDear *** or *******************************ogsb="white" style="margin: 0in; font-stretch: normal;">
I have reviewed the letter from BBB regarding the subject Complain ID #.
The response from Travel Visa Pro concerning my complaint was misleading. In their response, Travel Visa Pro said that I was quoted $327 to renew my passport and if I cancel the order, there is a $79 penalty.
The part they FAILED to tell you is that I received another call that afternoon from **** Travel Pro stating that I owed an additional $190.00. That is when I said to cancel the order.
Regards,
**** ******
******************
**********, *******; 15202
Business Response
Date: 01/09/2025
Good Afternoon,
Customer placed an order for a passport renewal, however he needed a new passport application, since his passport expired more than 10years ago. When applying for a first time passport, the customer is responsible for covering their government fee upfront, which goes in the sealed envelop at the acceptance agency. The government (passport fee) is separate from our service fee and this is why he was told to include a check for $190 and we would have refunded the government fee that was charged $209.53 for a passport renewal. We did not get that far as the confusion of the new process and information that there needs to be a check included immediately upset the customer causing this complaint. However, the refund has been processed and if the customer wishes to expedite any visas or passports in the future, we will be happy to apply cancellation fee towards any other future service fees.
Initial Complaint
Date:11/14/2023
Type: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.
Apple StoreBusiness Response
Date: 11/15/2023
We do not sell or assist with any "Apple" products. We assist people wiht ** Passport and **** Expediting. It seems the consumer is confused and complaining about different business. It is not for **. Please clear it.
Thanks Kest
************
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