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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

    • 63 total complaints in the last 3 years.
    • 22 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:06/25/2025

      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 May 11, 2025 I applied for a passport from PASSPORTSANDVISAS. On May 13 I contacted ***** Henriiquez who was to guide me through the process. In an email I told her I was not applying for a passport at this time, and to please cancel the process. When I received my ******** statement (in June) I discovered I had been charged $199.00, but not been refunded this amount. On June 4 I called the ************ number and requested a refund as I was not given any service. I also requested an email stating when I would receive my refund. The woman who took my call laughed at me. I called again on June 11 and June 21. I left two callback numbers.I also emailed the company on June 12 at INFO2PASSPORTSANDVISAS.COM. I should mention that I called the Denver office at ************ and could not get through. 2

    • Initial Complaint

      Date:06/16/2025

      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.
      In feb of 2025 I applied for a passport. I paid state fees and paid passport and **** there fee. I never received my passport since feb. They dont answer my calls. As a matter of fact they drop my calls. Im at a loss please help

    • Initial Complaint

      Date:06/03/2025

      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.
      Booked for passport on march 4 but had to cancel on March 5. Thought everything was fine was told they wouldnt take care of it. Well been calling every week since and still nothing . Always told they wouldnt same story they are so sorry they will send it straight to accounting department.this is an accounting department that doesnt have a phone number to call odd! Im still waiting!

    • Initial Complaint

      Date:05/25/2025

      Type:Billing 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.
      The website is a scam, it leads you to believe your renewing your passport and has you pay $60 for nothing, then takes you to a following step where you have to write a check for the renewal of the passport for $130. They do nothing and take $60

    • Initial Complaint

      Date:05/16/2025

      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 placed an order for online passport renewal. 4 minutes after placing the order I realized I did not require the service so I sent an email Canceling the order. Processed on March ******* at 11:16 am and Canceled at March 24th , 2025 at 11:20 am. 4 minutes later. The cancelation policy ****** states I had 24 hours to cancel which was well within the limits of protocol. The cancelation policy said that i will be refunded in ***** business days in full. I have called over 20 times in the last 45 days. I have sent emails. The answer is always the same. They tell me they are expediting the refund through management and I will receive the refund immediately. I have been told this same thing by their customer service over 20 times and they refuse to refund my money. I am beginning to think this company is a scam. I just want my refund. They refuse to refund me. I think they need to be shut down. I am sure there are many other innocent victims dealing with the same corruption.

    • Initial Complaint

      Date:05/01/2025

      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.
      2 days ago I paid $400 to get and expedited passport service have received nothing from them, half the website doesnt work. When I email I receive no emails and calls are just a loop of responses that are generic.

    • 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.

    PassportsAndVisas.com is NOT a BBB Accredited Business.

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