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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:06/27/2023

      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 provided documents to Passportsandvisas.com to expedite my passport for urgent travel. They charged me upwards of $600 and did nothing. My documents were returned to me without explanation, and when I tried to call the company for an explanation or refund, I waited on hold for 20 minutes only for the representative to pretend to transfer me and then hang up on me. My emails to them have not been returned.

    • Initial Complaint

      Date:06/20/2023

      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 placed an order with Passports and ****s.com for an expedited passport . They advertised that the **** can be done in 24 hours prior to payment. Upon payment I was advised by my case manager *************************** that it was actually a week and that I would not be able to get the passport in time for my ************ would be getting a refund. I did not receive the refund despite multiple emails to the company. I spoke to a company representative who assured me that a refund was in process and would be remitted in **** business days. It has been over a month and still no refund. I am left with no choice but to file this complaint.

    • Initial Complaint

      Date:06/20/2023

      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.
      Date of transaction: May 1, 2023 (order # *******)Account Manager Assigned to me: *********************** (******************************************)Contact phone: ************ ****************** Team contact phone: ************ Amount of Money Paid to the Business: $421.95 Paid for expedite passport renewal - 9 business days option Business committed to provide me with: 9 business day option to renew my passport.Nature of Dispute: I want a full refund of $421.95. I cannot get anyone or my account manager to return calls or emails. When I finally get an account manager on the phone they tell me they will provide a full refund. However, they never give me a refund! Can never get anyone on the phone. All I get are lies and more lies. This is a fraudulent company, totally scamming innocent people who are trying to get passport renewed.The business has NOT even tried to resolve my problem: All they do is lie and now refuse to provide a full refund! They stole my money! I want a full refund!Order number: order # *******, purchased May 1, 2023.I want a full refund!my trust pilot review: *********************************************************

    • Initial Complaint

      Date:06/17/2023

      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 $390 on 05/18/23 for a 12 business day 3rd party walk through for a passport to PassportsandVisas.com. They acknowledged receiving the documents and that was the last we heard from them until 14 business days later I was able to close our case and have our documents sent back to us without them ever trying to get the passport. Our trip had to be cancelled and PassportsandVisas.com never answered one email or voicemail begging them for information or help. It is almost impossible to reach someone on the general phone line and when I did, they were of very little help without answers that could give information. They simply said they would connect me to my representative (*********************** in Denver) or to a manager. When transferred I was connected to voicemail or disconnected. When pleading for help the only recourse offered was to call or email my representative or send an email to **************************************** even after I explained I had been doing that for days to no avail. I have never dealt with a more non responsive business. I feel so fortunate to have received our sensitive documents back at all. They took our money, did not get our passport, and then did not answer one phone message or email. Consumers must be warned about them. They ruined our summer vacation, gave us tremendous grief and we got to pay them $390 for that.

    • Initial Complaint

      Date:06/15/2023

      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 27, 2023, I paid $628.90 to Passportsandvisas.com with their promise that they would deliver my daughter's passport within 12 days. The main problem with this business is their lack of communication. They don't give you all the information at once. Another big issue is that it's hard to contact them when you need to. I paid an extra $100 to have a "concierge" to help me process my daughter's passport more smoothly, but she basically did nothing. During times I needed her, I would call her multiple times but she never answer her phone, not even once, and her voicemail is full. Calling the call center yields the same result. Out of all the calls I made to their call center, only 1 was answered and it was cut short as well. They set up a passport appointment for my daughter 2hrs away from us and didn't give us further instructions as to what to do next. I called the concierge again multiple times, which, again, she didn't answer, so I tried the call center. I was on hold for 40+ minutes from the call center and no one answered my call. That's when I decide I'm cancelling my order from them and just expediting through the post office. A few days later, they even had the audacity to email me and blame me for everything that happened. I have never been treated as poorly by any company I have dealt with, considering the amount of money I have paid, too!

    • Initial Complaint

      Date:06/08/2023

      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 purchased a urgent passport renewal on 5-12-23 that I needed for international travel on 6-8-2023. I spoke with an account rep and informed of the dilemma. We selected 7 day option and i uploaded documents on **** and shipped via fed ex label they provided on ****. They received by their office on ****. They email saying on **** saying processing and on **** say an appt made to submit passport on 6-1-2023. In between no contact **** and 6-1 there is no contact after several attempts and emails asking about when to expect passport. State **** confirmed they received passport but was informed me that it could be 7 weeks to get passport and i needed it in 7 days. I called multiple times asking to get an update with no answer. I had to take matters into my own hand and had to have my congressman ********* to get it expedited and delivered before my travel date. My rep had the gall to call me after my passport was approved and shipped to let me know it was on its way after ignoring all my calls and emails for 2 weeks. They did not provide service or expedite or as they state provide **** concierge services. Total scam.

    • Initial Complaint

      Date:05/22/2023

      Type:Order 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 in need of a passport urgently, so I purchased online services for an expedited passport renewal on 3/28/2023. I called several times after online purchase and there was no answer, no response. As mentioned it was an urgent situation. I decided to go elsewhere as I needed immediate assistance. Still the same day. I finally got someone on the phone, about 4 hours later and canceled my order. My bank had not processed order as it needed verification, which I had provided, but seeing I was canceling within the 24hrs, I figured payment would not process. The companys policy is if it is canceled within 24hrs there is no charge. Then on 3/30/23 my credit card was charged. I called company and was told payment would be refunded. Ive called and emailed multiple times and am either hung up on or passed around to leave messages or told payment will be refunded within **** business days. The amount to be refunded is $779.90. Please help!!

    PassportsAndVisas.com is NOT a BBB Accredited Business.

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