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:11/12/2024

  Type:Service or Repair 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.

  Wife and I needed an extension/renewal of our Italian passports. Contacted this company January 2023 and they advised us they would be able to secure new passports within 6 weeks. I paid then $990.00 . It is now November 2023, 11 months later and they have still not secured a meeting with the Italian Consulate. I will get the passport the next time i am in *****. A couple of weeks ago I requested a refund of the $990 i paid and have not received a response to my request. requested a refund

  Business Response

  Date: 11/15/2024

  Thanks for your message.

  Please note that we processed your reimburse BEFORE you submitted your complain.

  We would appreciate if you could withdraw it

  Regards

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service 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 contracted with ITAMCAP in February 2023 for a full-service program to obtain dual citizenship. Per the contract, they were to assist me with getting a consulate appointment. They never even ******** any event, as per the contract, they guarantee citizenship: "if by any chance, based on the laws valid and current on the day this agreement is signed, and on the data contained in the application prepared by the Client, this one is found not to be eligible for an Italian Citizenship, the Consultant will reimburse 100% of the fees charged, less the cost of the documents obtained to that point (established at $ 245 per certificate, $ 195 per Apostille and $ 90 per page of translation)."While the law has not changed, Italy has released a circolare clarifying the law re: minors in your line, and thus I am no longer able to get citizenship. However, I paid in full and the company is unresponsive, merely sending generic emails that they're looking into it.I am entitled to my refund and any documents they procured on my behalf.

  Customer Answer

  Date: 11/12/2024

  I would like to withdraw this complaint as the company is seeking to address the issue

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair 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 hired this company as they told me that they would be able to complete my file for italian citizenship within 9-12 months. It has been well over 18 months now and everytime I call, they complete one small action to complete my file, but it has yet to be complete. They never call back when I ask them to and they always say that their supervisor is in a meeting when I call, never responding to my queries. They have moved me over to a new Junior manager and the service has been horrible. I paid nearly $10,000 for this service and it has caused me more stress than anything. I would like a refund.

  Business Response

  Date: 10/30/2024

  Each client enters into a contract that establishes the rules governing the business relationship. Nowhere in the contract do we guarantee a specific timeframe, as the certificates required by the Italian authorities are subject to the processing periods of various U.S. or Italian ********************** Upon receipt of each certificate, we update the status of each client, who, as per the contract, is responsible for monitoring their progress through a dedicated link provided at the time of signing. This link serves as our primary communication channel, where clients can find all pertinent notes and updates related to the work performed on each document.
  It is not possible to definitively predict the duration of this process, as each case is unique. In this particular case, it appears that the clients grandmothers birth was either never registered or not registered timely with the competent office. This necessitates a delayed birth certificate registration, a circumstance that was beyond our knowledge at the outset and resulted in an unavoidable delay in the overall process.
  The timelines provided during the sales process are presented as estimates, given that they are contingent upon the responsiveness and availability of civil registry offices in both the ************* and *****. Additionally, it is important to clarify that the estimated 9-12 month timeframe pertains solely to the preparation of the case file and not to the final acquisition of Italian citizenship. Once the case file is prepared, further waiting is required for the consulate to schedule an appointment for document review or for the municipality to verify the submitted documents prior to granting citizenship.
  It should also be noted that, over the past 20 months, you have exchanged a total of 67 emails with our team, in addition to phone calls, all of which were promptly addressed.
  In our most recent correspondence, we offered to prepare a new case file for you, allowing you to proceed independently of your father and brother, and offered to arrange certified translations in ***** at no additional cost, an offer which you accepted. Therefore, we were surprised to learn of your complaint submitted to the BBB. We stand by and reiterate our offer, as we remain in full compliance with the terms and scope of our contract, which is why we regret to inform you that a refund cannot be issued.
  Regards

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not satisfied, I have worked with them on this matter separately and feel like there is nothing I can do. 
  
  Sincerely,
  
  ****** ****