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Business Profile

Passports and Visas

PassportsAndVisas.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Passports and Visas.

This business has 1 alert

Important information

  • Customer Complaint:
    On August 02, 2021, Better Business Bureau was alerted to a business operating as Passports and Visas.com, https://www.passportsandvisas.com, in Greenwood Village, Colorado, 80111. The business's website claims to provide “Trusted Passport and Visa Services for Over 25 Years” and “A personal account manager will guide you through the entire process, from start to finish, and return your travel documents quickly and securely”. Consumers allege paying Passports and Visas.com for services that have not been provided. Consumers claim that Passports and Visas.com is unresponsive to their requests for assistance regarding the return of important personal documents, refunds, and providing government documents as promised.

    On August 02, 2021, and September 03, 2021, BBB reached out to the Passports and Visas.com seeking a response to the consumer complaints. As of Friday, September 17, 2021, the business has not responded.

    Better Business Bureau warns consumers to protect themselves against identity theft by not providing personal information required for a passport or visa to businesses offering passport services. Passport and Visa services are controlled by the United States Department of State-Bureau of Consular Affairs and Passport/Visa Services are provided at https://travel.state.gov/content/travel/en/passports/how-apply.html.

    Complaints can be filed with Better Business Bureau at www.bbb.org and the Federal Trade Commission Consumer Protection at ReportFraud.ftc.gov.

Complaints

This profile includes complaints for PassportsAndVisas.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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PassportsAndVisas.com has 2 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 made a $580 purchase to have them expedite my passport. As soon as they got my money. The next day the *** I worked with ***** ***** stopped responding and no one was answering the phone. I want my money back. This is a scam business. They take your money and tell you you have a day to cancel. That is illegal. A person can cancel within 72 hours in some states mine included. I did not use your services. I had to cancel my trip.

    • Initial Complaint

      Date:04/17/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Website makes it appear that it is a renewal passport application but actually just generates a printable form. Total unnecessary scam and quite likely theft of PII.

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Today on 4/13/2025 I was charged $64.88 for instructions on how to apply for a new ***** The website is very misleading and I was under the impression that I was already filling out the application. Instead I received an email on how to do it. I have submitted personal sensitive information on this website and I am afraid I have been scammed and I would like to warn others to beware of this. There were no disclaimers to this website and I would like if they did not have my personal information. I do not want my identity stolen. I would also like to be refunded for the application instructions that are also provided for free on the government website. Once I seen the transaction in my bank I knew it was a scam.checkcard 04/13 ******************** was on the invoice. That was pretty obvious to me that I had been duped.

    • Initial Complaint

      Date:02/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      12/19/24 - Signed up with Passportsandvisas.com to expedite passport. Selected the 6 day passport renewal with Service Protection Plan. Order #*******, with passport guaranteed to be received (by me) on 1/2/25. Paid $352.05 to the company (not including additional check to the government). Submitted documents for pre-check.12/20/24 - Received approval that my documents were complete and accurate. Shipped my passport, govt check, authorization forms and application to company.12/23/24 - Received confirmation that co. received my package.12/26/24 - Received email stating my passport application had been submitted to govt. 12/30/24 - Received email from State Department that there was an error on my check and I needed to send a new one. I reached out to passportsandvisas to ask what happened, was told to send a new check to them and they'd remit to State Department. I send them the new check. 1/3/25 - I reach out to passportsandvisas to ask if they received the new check. No response.1/6/25 - I follow up again, this time receiving reply that they don't have my new check. I send them *** tracking number showing it should have been delivered. They say they'll get back to me. 1/7/25 - Follow up again, they confirm they received the check but have not submitted to the *********** No answer when I ask why. 1/8/25 - Follow up again, no response.1/10/25 - Follow up again, Account Manager responds that they have contacted ****** ***** who is in charge of these things for updates/information but he is not responding to them.1/13/25 - Follow up again, Account Manager again says they haven't heard from PD. I have also been emailing and leaving voicemails for PD throughout and have heard nothing back. 1/14/25 - Follow up again, same issues. I notify account manager of my intent to go to State Department directly to send the check/get back my passport, revoke letters of authorization, and pursue actions **** to receive my money back. AM acknowledges receipt.

    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      On November 19, 2024 I prepaid $252 for help with our **** application. I was given on November 21 the name of our consultant we'd be working with (****** ***** ************ ******************************************** I tried emailing and calling him with no success. On November 27 he responded via email that he would call me. He never did. I then reached out to the office to receive a refund. I was told my case would be looked at and I'd receive a response within 15 days. I never heard back from them and when I would try and contact them over the phone, I would either be disconnected or put on hold for an hour. I'm seeking a full refund for services never received.

    • Initial Complaint

      Date:01/08/2025

      Type:Product Issues
      Status:
      Unanswered
      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 was looking to get a passport for my son (Ayden). I came across the site for "US Passports and Visas" and placed an order for $207.00. After placing the order realized that this was only a passport expediting service and is not what I needed at all. I immediately contacted them about refunding my payment and was told that it would be refunded back to my credit card.This was on Sept 8, 2024. My refund has still not been issued despite me making numerous phone calls asking when my refund will be done. Each time I get the same answer - "we have escalated your refund case to the accounting department and that is all we can do". So I have been promised a refund however nobody will actually do the refund.This has been going on for almost 4 months now. I keep calling and I keep getting the same answer. Can someone please help me get this refund issued?

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On 11/21 I paid for expedited passport renewal to receive a new passport in 3 business days for $399 (I added extra fees of digital photo service $7.95 & service protection plan $14.95) for a total of $440. I sent (via ***) in my old passport and all my documents to the company on 11/22. I was in constant contact with this company for when my renewed passport and old passport would be delivered back to me. My renewed passport did not arrive to me until 12/7, which took approximately 10 business days. I have made several attempts to contact a manager to request a refund of $150 as the cost of getting a renewed passport in 9 business days is $249. I find this to be unacceptable and unethical.

    • Initial Complaint

      Date:12/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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 paid them $533.96 on *****. I repeatedly try to contact them to ask question with no response.They advertise 5 day turn around. With no answers from them I finished my application guessing on what to do. Sent them my pass port with all my documentation on the 11-26-24 they did confirm they received it and said they would contact me after reviewing it. It is the 12-04-24 and after sending a bunch of emails with no response I called them like I was a new customer and someone answered.They said they will get back to me soon and are now on it? Plane tickets are $3,200.00 dollars.I am worried I will not get my ********** or my Pass port back in time to travel 01-04-25

    • Initial Complaint

      Date:10/28/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 paid Passports and ********* $467 to expedite the delivery of a replacement passport after I lost mine. Their website says replacements will be delivered in 3 to 5 business days. I submitted my paperwork on October 4. As of today, October 28, I still dont have my passport And I dont know where my passport is. The state department issued the passport on October 14 and mailed it back to passports and *********. That much I can track. Passports and ******** sent me an email on October 18 saying that they had sent the passport to me via ****** but the email did not contain a tracking number for ***** and the link to ***** doesnt work. I have sent numerous emails to passports and visas and placed many phone calls to them and have gotten no response.

    • Initial Complaint

      Date:10/20/2024

      Type:Product Issues
      Status:
      Unanswered
      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 ask for a refund and they made me wait a whole week with no service. And the manager they assigned to me will not answer or reply to none of my emails for help.

    PassportsAndVisas.com is NOT a BBB Accredited Business.

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