Business Profile
Business Forms and Systems
Rushmypassport.comThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 132 total complaints in the last 3 years.
- 132 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/28/2023
Type:Delivery IssuesStatus:AnsweredMore 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.
Misleading information on ********************** They infer they take care of all aspects of passport services when in fact they are only a courier system. Fine, but customer is unable to reach anyone in customer service to resolve any problem/issue with service. We need to go to an acceptance agent but their website will not load any locations. $500 spent for nothing. I cannot believe FexEx is affiliated with this scam company. So many recent reviews that echo a similar experience that of mine. The website states the following:Select Service Type Select the type of passport service you need, and indicate how quickly you need it. Expediting cost does not include shipping fees or government fees, which are paid separately to the U.S. ********** of ***** (starting at $190 for adults and $160 for children).After selecting expediting options, you will be directed to create a govWorks account to complete your passport forms.-The easy-to-use wizard will generate the necessary documentation to process your passport application -Every passport application requires a printed government-compliant photo be submitted with your application. See a team member at ************ to purchase you passport photo Review your checklist to ensure you have all required documents. Follow the instructions for shipping your documents. Please note: **** services will not require a ***** shipping label and are shipped via the acceptance agent It does not specify before purchasing the passport acceptance agency is requiredfedex told me fill out paperwork online, come back with required identification, take photos, we will ship it my order numbers as follows : GW-F89D8991F GW-871CDO8E1Business Response
Date: 06/27/2024
We apologize for anything that *** not have been clear about our service. We have issued a full refund at your request that was completed on 3/17/23. We will use your feedback to better our service.Initial Complaint
Date:02/27/2023
Type:Product IssuesStatus:AnsweredMore 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.
This vendor took my payment but did not actually fulfill the service. Now, they will not return my calls or emails. Their service is linked through ***** and they won't help me either.Business Response
Date: 06/27/2024
We apologize for any difficulty you experienced when trying to reach our office. We are currently reviewing this matter in an effort to reach a mutually acceptable resolution. Thank you for your patience.Initial Complaint
Date:02/21/2023
Type:Order IssuesStatus:AnsweredMore 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 used rushmypassport to expedite passports for my husband and I. I received my passport, however, they did his paperwork incorrectly. They did not tell us this until the day before we were leaving for our out of country trip, even though we had been calling them daily to get updates. My husband never received his passport. They are refusing to refund the hundreds of dollars spent on his expediting services, refusing to send his passport, and will not return his birth certificate. Now, they are ignoring every message we leave and refusing to call us back for a resolution.Business Response
Date: 06/27/2024
We apologize for any inconvenience you may have experienced using our service. Part of the process involves a passport acceptance agent ensure the documents they adjudicate are included in the sealed envelope to present to you and then to the passport agency. Unfortunately, there was an item missing that ultimate delayed the process. We apologize and will use your feedback to better our service.Initial Complaint
Date:02/20/2023
Type:Customer Service IssuesStatus:AnsweredMore 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 paid this company $208.95 on 12/5/2022 to make me a 5 week expedited passport. When I went to send my paperwork out the pist office informed me that I had just paid to fill out my paperwork online and that I would have to pay through the post office to have my passport expedited. As of today, 2/20/2023, I have still not yet received my passport more than a month and a half after sending everything out and I still cannot reach the company to get a refund, they only have an answering machine. There are still no updates on when my passport will arrive and I'm worried that I have been scammed.Business Response
Date: 06/27/2024
We apologize for any issue you may have experienced using our service. Your order was refunded as of 3/24/23. We will use your feedback to better our service.Initial Complaint
Date:02/16/2023
Type:Product IssuesStatus:AnsweredMore 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.
This was a service and I have sent my passport and a money order of $238.32 as a government fee Placed on: January 20th 2023 Order Number: GW-650D20528 $281.90 via ***** To date, I have been requesting a refund and an update as to when I will be receiving my documents back( Passport, Money Order, Documents), They keep telling me 2-3 business days, and over a month has passed by. I have been scammed and feel helpless. Please help me get back my documents and refund.Business Response
Date: 06/27/2024
We apologize for any inconvenience you experienced in an attempt to utilize our services. You order was refunded as of 2/20/2023. We will use your feedback to better our service.Initial Complaint
Date:02/09/2023
Type:Product IssuesStatus:AnsweredMore 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.
On 2/8 I went to ***** to request a passport through their liason with RushMy Passport. Logged on and started the process. My order number is : GW-5AF2AA229 I did not complete the application process for several reasons. You're suppose to download your documents but the download wasn't working.It's not until halfway throught the application process that it tells you you need to write a physical bank check to the US Government to complete the process and you also have to make an appointment with an agent at a post office to get them to sign off on the application, AND you get to pay for that separately too.Their website has no cancellation option, but you have to cancel within 24 hours for a refund. Website says you have to fill out a particular form to get a refund but there's no link to the form and it doesn;t tell you where to get the form.*****/RMP charges your card upfront before you even get into the forms so they're good but you're screwed.It says you have 24 hours to cancel, but when you call their number you get lost/stuck in a multiple choice tree circle and never get to a live person. They even say they have an "if you don't want to wait on hold, we can call you back..." but they never call you back.Each ***** employee who came to help me said, we, it's not us, ist's a 3rd party...but FEDEX...YOUR NAME is all over their website so you can'[t have it both ways!!! ***** should really be ashamed of going into business with shady company!Business Response
Date: 06/27/2024
We do apologize for any inconvenience or confusion experienced with our service offering. We are happy they we were able to process your refund an we wish you the best.Initial Complaint
Date:02/08/2023
Type:Service or Repair IssuesStatus: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.
This company is who fed ex is using for passport services. I applied through fed ex and was met with an additional $210 fee even though I do not need it expedited. This is false advertisement. I also found it impossible to get ahold of anyone for assistance. I am out $130 and will now have to do a new passport process elsewhere.Business Response
Date: 06/27/2024
We apologize for any confusion regarding our service. We have issued you a full refund as you requested. we will use your feedback to better our service.Customer Answer
Date: 06/27/2024
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:02/08/2023
Type:Order IssuesStatus:AnsweredMore 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.
On January 26, 2023, I paid $146.00 to the business to get a new passport and have it expedited as they are a 3rd party service. The business directed me to print off documents and have them signed in front of an authorized agent at the ************* *************** I was then supposed to take the documents and ship the documents through ***** with a printed off shipping label. Upon signing the documents at the *********** on February 7, 2023, I was informed they legally cannot give me the signed documents back and that the *********** had to legally keep and process the paperwork and they could not legally have me give them to a 3rd party service. I had to pay a new processing fee through the ***********. I have tried calling the business to tell them their services that I paid for can not legally be fulfilled. I have not been able to get through to anyone and have left my call back information and situation through their call back voicemail system.Business Response
Date: 06/27/2024
We apologize for any inconvenience you *** have experienced in an attempt to process your passport through our service. Our faster hand-carry process does involve the documents being given back to the applicant. The service selected at the time, this order was placed, does not require the documents to be taken back by the applicant but rather shipped from their office via ***** We, again, apologize for anything that *** not have been clear about the process for the particular service selected at the time your order was placed.Customer Answer
Date: 06/28/2024
Complaint: 19363276
I am rejecting this response because:The service I paid for was not able to be fulfilled. The postal service explained they were not legally able to give me the documents to send through ***** as I was instructed by this company to do so. I had to pay a fully new processing fee through the postal service to fulfill what this organization promised they would fulfill.
Sincerely,
*******************Business Response
Date: 06/28/2024
Our order page clearly states in two different areas before you place the order that the **************** fee is not included. The fee that the acceptance agent collected is referred to several times throughout the printed material that accompanies the application we provide you. The Gov-works website makes you confirm that you are aware that you must include a check or money order for the ****************. It will not let you print the documents without confirming that you understand this part of the process. We apologize for any confusion regarding the fees involved or the process, but it is plainly displayed in numerous areas. The only reason the order page generated the ***** label is because the order was initiated as a renewal which does require ***** to ship the documents.Initial Complaint
Date:02/06/2023
Type:Customer Service IssuesStatus: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 found a service provider online through the ***** website called www.rushmypassport.com. I did some basic research and determined it was a real service provider, partially due to their affiliation with *****. On 3JAN2023, I followed the instructions for engaging them to help with a **** for travel. They created an account for me, accepted my money, and created an order. A few days later I checked on the status of the order and was instructed that a representative would be contacting me as there was a complication. I was also provided with an 800 number to call with questions. Nobody has contacted me, and repeated calls to any and all numbers for rushmypassport.com have gone unanswered. I called ***** and they were unable to provide any help.Expediting visas is supposed to happen in a span of 1-2 weeks. That is precisely what the service is for. I am now out ~$350, the vendor is not responding, and the vendor affiliate (*****) is not responding.Business Response
Date: 06/27/2024
We are happy to see that your refund was processed and we apologize for any inconvenience our service offering may have caused you.Customer Answer
Date: 06/27/2024
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:02/03/2023
Type:Service or Repair IssuesStatus:AnsweredMore 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.
Went into fed ex to apply for a passport, rushmypassport is the vendor used by ***** for this service. Sent off on Jan 6th. Called the next week to check the status and *** said everything was in and would be processed. Called Monday Jan 30th and was told I would be emailed an update about the status but that everything looked fine. Never received an update and no update to my order on the website. Today feb 3rd I called and was told to call back at 3 and there would be an update. Today I was told that some things look altered and won't be accepted by the state department and I need to resend the application. I want my money back. This has not been a streamlined process, this hasn't been rushed. I cannot book a flight without this. They have said the sent a email stating that there was errors, we didn't get such an email. I want to start this whole process over with another company and I need my 220 dollars back to do it! 200 dollars and no help! It takes over 40min to get someone on the phone and there is no help! Horrible company! Unreliable!Business Response
Date: 06/27/2024
We are happy to see that your refund was processed. we apologize for any inconvenience you may have experienced and wish you the best.
Rushmypassport.com is NOT a BBB Accredited Business.
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