Complaints

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.

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 sent my documents/passport to GenVisa about a month ago to get a visa for Bolivia. I included a check in the amount of $248 to cover the price of the visa, their service and having my passport (with the visa in it) mailed back to me. In spite of their advertisements, they were not able to do anything for me: it turned out, the Bolivians require that applicants present themselves in person. Hence, fact #1: GenVisa has provided me with NO service whatsoever. In order to get my passport back, I had to pay them the postage fee, which I authorized them to take out of my check with a special proviso that it be sent back to me via USPS (cost: $9.65), as opposed to ***** 2nd business day they use to send back the processed paperwork with visas (cost: $59 for Hawaii, of which I am a resident). They obliged. Fact #2: they used USPS and it cost them $9.65. Now to some math 101: as I said, my original check to GenVisa had been made out in the amount of $248. Mailing it all back to me via USPS cost them $9.65. And thus, I should have received a check from them for the difference in the amount of $238.35. The one enclosed into their mailing, though, was for $224. This means, they charged me an unexplained sum of $14.65. And this is Fact #3. Do decent companies charge clients for the services they don't provide? I am afraid, this is a rhetorical question... My attempts to get an explanation resulted in their stating that "I had been given a discount compared to their usual mailing fee, and there is nothing else they can do." HUH? Since when non-provision of a service is subject to special fees except for the ones to cover the factual expenses? They may call this business; I call it highway robbery. They owe me $14.65, and I insist that they send me another check in that amount. My attempts to get one of the supervisors to get in touch with me were stonewalled; apparently GenVisa regards this case as closed. Well, I don't. Their morals are of a rather poor quality.

  Customer Answer

  Date: 01/17/2024

  ---------- Forwarded message ---------
  From: *************************** <*****************************************;
  Date: Sunday, January 14, 2024 at 12:53:28 AM UTC-5
  Subject: Complaint ID ******** update
  To: [email protected] <[email protected]>
  

  
  

  Good morning:

  
  

  I wanted to let you know that I have just received a refund check from GenVisa, which means this case can be called a success and closed!

  
  

  Thank you very much for your help in getting it resolved,

  
  

  Sincerely,

  
  

  ***************************

  Business Response

  Date: 01/29/2024

  From: **** ********* <*************@*******.net>
  Sent: Wednesday, January 3, 2024 7:27 PM
  To: ****** * <******@genvisa.com>
  Subject: Re: GenVisa - Additional Payment Received
  
  Oh, I didn't
  know that, ******... My apologies!
  
  I truly
  appreciate your rescuing the situation. If BBB contacts you, just let them know
  the issue has been solved. I will do the same if they contact me.
  
  Again, this
  pretty much resolves it.
  
  Best,
  
  ****
  
  On Wednesday, January 3, 2024 at 12:33:34 PM HST, ****** * <******@genvisa.com> wrote:
  Good afternoon,
  I was able to contact my
  supervisor. Due to the inconvenience, we will refund you full amount. $24 will
  be sent to you shortly.
  Please make sure you understand
  that I was not in the office until January 3rd due to the holidays.
  Best Regards,
  ****** **
  
  ****** **
  Generations Visa Service
  2233 Wisconsin Ave N.W
  Suite 405
  Washington, DC 20007
  ###-###-#### T
  ###-###-#### Ph
  www.genvisa.com