We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

PassportsAndVisas.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:02/07/2023

      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 reached out to passportsandvisas.com for assistance in obtaining a **** to travel to *****. In using their service you have to pay the fee upfront. On January 31st I paid $379.90 for their assistance in obtaining a ****. I was told that I would be contacted within 24 hours to complete the application process. I did not receive any kind of correspondence from them until February 3 after days of calling and complaining about not receiving a call. Following the initial email I emailed asking several questions. None of which were answered. On February 6 I called and was told that my account manager would contact me later that day. I was never contacted. On February 7 after calling multiple times I was finally able to speak with a representative. I told them I wanted to cancel and receive a refund. I was told that they would put in the cancel request but that I would not receive a refund. This company is a scam and extremally dishonest. They should not be allowed to continue operating while providing false promises and not performing the service intended.

    • Initial Complaint

      Date:01/10/2023

      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 requested reimbursement to Passport and Visas because they did not provide the service and agreed to give the money back.-Date: 04/04/2022 -Amount: $1,650.00 -Business committed to assist to renew passport in 4 days -Service was not rendered and ***************************** confirmed reimbursement will be made and emailed all concern parties -Business refused to gave me back my money. I emailed and called they ignored all. -Order Number: *******

    • Initial Complaint

      Date:12/23/2022

      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 12/15 my son submitted all required documents for 3 business day passport services for $772.95. As of 12/19 we were told it was at the passport office in *******. On Wednesday 12/21 we were told it was being picked up that morning and we would have it 12/22. They don't answer most phone calls or emails. on 12/22 we were told if we paid for Saturday delivery (an additional $21), they would get it to us Saturday before noon because they had the passport in-hand. They even sent us a ***** tracking number. Then they called today (12/23) to say ******* is closed due to weather and that we can't have it until 12/28. They won't answer our calls, emails or chats on their website.

    • Initial Complaint

      Date:12/16/2022

      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.
      This company charged my daughter for a service they never provided. They lied to her and said they were affiliated with ***** she was a minor at the time and did not fully understand. I called her the next day and asked to cancel the transaction and they refused. They did not do their job and even though all documents were sent to them for the passport renewal in a timely manner wiht ***** labels, they kept lying saying something was missing. US Dpt received paperwork on november 18th and told me they had passport ready since november 30th, since we had a third party they had a willcall but their courier never went to pick it up. I had to call US dpt, have the willcall removed and the passport being sent to me directly. in between we had to secure an appt wiht ********* for next week in case the passport would not arrive on time for our trip (dec 27th) and it cost us money since tickets are non refundable, but we had to do it as a safety cushion. The account manager we were dealing with at the beginning stopped answering, to find out two weeks later she got let go but had no out of the office, we had another account manager who kept lying to us saying the passport had been lost and that we needed to file for lost document. How can you declare a lost document when we had confirmation it had never been sent? This account manager refused to call me so I decided to work on this myself. funny as passport was lost but as soon as i removed willcall i was able to get it sent to me, we are receiving it today via *** next day delivery.

    • Initial Complaint

      Date:11/15/2022

      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 am traveling internationally on November 16th and my passport was expired, so I paid a service fee of $527.90 on September 28th, 2022 to Passports and Visas.com for their "************ ****************** to help get my passport in time which includes:- New Passport [10 days] + Document Pre-Check $49 + ************ ***************** $99 + ********************* $7.95 + **************** Protection Plan $14.95. Govt. fees NOT included.One of the services provided was scheduling a passport appointment for me at **** within 14 days of travel. I read online that the appointment had to be within 14 days of travel, but my service rep scheduled it 16 days ahead of my travel. I confirmed with her over email that 16 days was going to be OK, and she assured me it was fine (and I trusted her given the amount of money I paid). Of course, the **** turned me away and I had to reschedule an appointment for later that week. I learned that this setback would not allow me to get my passport in time unless I paid extra for 4-day shipping instead of 10 from Passports and visas.com. Even with that, I would not receive the passport until my day of travel (which I didn't trust).I ended up having to cancel these services and take 2 days off of work to travel to the *************************** for a same-day passport. When requesting a refund, ***** (my service rep) directed me to her manager who then directed me to her director. I have emailed and called the manager/director countless times with no response. I am requesting a refund and hope that the BBB can help me receive this refund. This was false advertising and has cost me much more money and time than I'm even requesting for.Thank so much,*****

    • Initial Complaint

      Date:11/01/2022

      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 placed and order with this company for get my **** to ******* I paid for and express service and until today I have not get my **** and even havent get my passport back I have called every day nobody answer and when answer dont get any response for my issue and then hang up I am desperate now I told them forget my **** and I dont care about the charge for the service just I need my passport back and they ignore me always thats why am recurring for your help

    PassportsAndVisas.com is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.