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:05/22/2025

  Type:Product Issues
  Status:

  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.

  Complaint to Better Business Bureau RushMyPassport / ***** Partner Business Name: RushMyPassport Amount Paid: $209 Consumer Name: ****** ****** ?Complaint Details:I am filing a formal complaint against RushMyPassport regarding a misleading and overpriced passport expediting service. I was under the impression that I was using an official *************** site to begin my expedited passport application. The site did not clearly indicate that RushMyPassport is a third-party service unaffiliated with the **********************After I paid $209, I discovered that this fee did not cover any part of the actual passport application, and that I was still required to pay an additional $211 directly to the *************** of State. At this point, it became clear I had unintentionally paid for a private service that provided no unique value and charged an excessive fee for basic document generation.I did not submit any application to the government through RushMyPassport, nor did I receive any expedited services. I contacted the company within minutes of realizing the issue, but they denied my refund request, citing that I downloaded a PDF packet despite no service being rendered.This model is deceptive and takes advantage of consumers who believe they are using an official site. I believe the business is exploiting this confusion for profit and denying refunds on unjust technicalities.?Resolution Requested:I am requesting a full refund of $209 on the grounds that:I did not knowingly consent to purchase from a private ********** actual passport processing or government service was initiated.Their site and refund policy were unclear and misleading.I have submitted a chargeback request with my financial institution and filed complaints with the *** and state authorities.Thank you for your attention to this matter.Sincerely,****** ******

  Business Response

  Date: 05/23/2025

  Thank you for reaching out and sharing your concerns. We sincerely regret any confusion or frustration you've experienced.
  Upon reviewing your order, our records indicate that the application packet was downloaded shortly after purchase. As outlined in our terms and conditions, once the packet is accessed, the service is considered rendered, which makes the order ineligible for a refund.
  We understand this may not have been the outcome you were hoping for. While we strive to be as transparent as possible throughout the ordering process, we do appreciate your feedback and will take it into consideration as we continue improving our communication and service clarity.
  If you have any further questions or would like us to provide documentation for your records, feel free to contact us directly at ?? ************** or ?? ***************************

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Name of Company: RushMyPassport.com Date of Transaction: 05/20/2025 Amount of Money Invoiced: $209.00 Nature of Dispute: Utilizing ***** website I was directed to the affiliated company that states will assist you with obtaining a Renewed or New passport. Very misleading as actually they are only a Expedited ************************ but the way the language is stated, even on the ***** website, leads the average consumer to believe otherwise. Considering most folks are unsure about passport applications and the process this seems very much like a scam or company trying to take advantage of people that don't know better. RushMyPassport.com is even more convoluted by working with another website *************** Whether or Not business has tried to resolve: I have tried calling numerous times, left voicemails with the call back number option, sent emails, etc. and I have heard nothing from the company. It states I have 30 days to obtain a refund and that is my intention

  Business Response

  Date: 05/22/2025

  Thank you for reaching out and sharing your concerns.
  We understand how frustrating this experience has been for you, and we truly apologize for any confusion or inconvenience caused.
  A refund request form has been submitted to the email address we have on file. Please complete and return the form at your earliest convenience. Once submitted, kindly allow 7 to 10 business days for the request to be reviewed and the refund to be processed back to your original form of payment.
  If you have any further questions or need additional assistance, please dont hesitate to contact us at ?? ************** or ?? *************************** We're here to help.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: Previous Ckaim #******** was closed based on below good faith response from company/business. Only problem is Ive never gotten the return form to fill out and get processed AND they wont return my phone call voice messages. I simply want my original invoiced $209.00 refunded in full and at that point I will be happy and agree to close out my complaint. Until then I feel like the business is purposely dragging this return process out in hopes I will simply go away. I wont and would like my refund processed and confirmation sent once that has been done. Thank You MESSAGE FROM BUSINESS: Thank you for reaching out and sharing your concerns. We understand how frustrating this experience has been for you, and we truly apologize for any confusion or inconvenience caused. A refund request form has been submitted to the email address we have on file. Please complete and return the form at your earliest convenience. Once submitted, kindly allow 7 to 10 business days for the request to be reviewed and the refund to be processed back to your original form of payment. If you have any further questions or need additional assistance, please dont hesitate to contact us at ?? ************** or ?? *************************** We're here to help.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/02/2025

  Thank you for reaching out.
  I want to sincerely apologize for any inconvenience this situation may have caused. Ive confirmed that the refund request form was submitted on May 22 to the email address we have on file: ***********************.
  Unfortunately, you will need to allow the full turnaround time of 7 to 10 business days for the request to be reviewed by our billing team. We understand how important this is to you, and we appreciate your patience while the review is completed.
  If you have any questions or need further assistance, please dont hesitate to contact us at ************** or ********************* Were here to help.
  
  
  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23360974
  
  I am rejecting this response because: I have yet to receive my full refund of $209.00.  I was told 7-10 business days and it has been at least that.  Still seeking the full refund before I agree to close complaint.  Thank You
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  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 was working on getting my son a first-time passport, and came across Rush My Passport. They mentioned smart passport services (6 weeks guarantee), for a fee of $119.00 (titled ************** Passport Application"), and a passport protection of $29.95 (I did not select this service, and was later told that it does not cover smart services and only expedited services (3 weeks). I was under the impression that paying for the application would be the cost of the passport, but was later told I would need to separately pay the US department of state. The company did absolutely nothing in helping me expedite my passport. They told me to complete a D511 form, get a photo taken, and go to an *********************** for the actual passport office. The application process on the Rush My Passport site has nothing to do with the actual passport application and payment (except for including a checklist of what I need to do), so I do not know how this helped me expedite my passport in any way. When I called the passport office, they told me I should only have 1 payment (to US Department of State) and that Rush My Passport was a scam.

  Business Response

  Date: 05/21/2025

  Thank you for sharing your experience. Were sorry to hear that the service did not meet your expectations and that there was confusion regarding whats included in your purchase.
  
  RushMyPassport is a third-party document preparation and delivery service designed to help guide customers through the passport application process, especially when time is limited. While we assist with form preparation, document review, and provide a step-by-step checklist, we do not replace the official *************** of State process. First-time applicants are still required to appear in person at an Acceptance Facility and pay the *************** fees separately a requirement we outline during the ordering process.
  
  The ************* package offers guided support for a smoother application experience but does not include government fees or appointment scheduling. Passport Protection is an optional add-on service.
  We understand your frustration and is here to help with your questions and concerns. Youre also welcome to contact us directly at ?? ************** or ?? ************************** for further assistance.

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  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 April 14, 2025 - I paid $302.45 for expedited passport service for a passport renewal for $302.45. The agency had failed to have my passport delivered by May 5th and I was getting desperate because my flight left May 20th to ********* and I needed to get a **** before then -- I then paid $390 for what they called "emergency service" promising my passport would arrive within 3 -5 days or at latest May 12th. I received no notification that there was a message from the state department regarding my application that meant it was delayed because the RushMyPassport had put THEIR email in the notification field instead of MINE. The state department representative was very concerned about this. To add to this RushMyPassport never checked that email and never notified me that my application had been put on hold. By the time I was notified it was only because I emailed someone multiple times to find out what the delay was on may 12th. If I hadn't been able to somehow find an appointment for the passport office and go the next day -- I would never have gotten my passport in time. This organisation was unable to tell me what was in the email. I had to find it out from the letter.

  Business Response

  Date: 05/16/2025

  Thank you for sharing your experience. When there is an issue with the ****************, they notify the applicant directly by mail. Once you receive that letter, please reach out to us immediately so we can assist you in submitting any required documents to the ****************. This will help ensure your application can continue to be processed as quickly as possible. We apologize for the frustration you experienced and appreciate your patience.
  If you have any questions or concerns, please dont hesitate to contact us at ************** or email *************************** Were here to help.

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  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 May 8th I went onto the website, ************************************* in order to get an expedited passport. ***** failed to state on the site before I purchased their service that I would need to provide proof of why the expedited passport is needed (international travel within 2 weeks or letter from a job's HR department) I had neither of those things to provide as proof. So I paid $464.50 just to have to cancel the application since I didn't qualify for an expedited passport. I cancelled my application and requested a refund on the same day that I made the purchase, 05/08/2025. Long story short, they keep giving me new dates as to when I should expect my refund through the numerous attempts at getting this resolved by their customer support ************* told me that it would take 72 hours to receive my refund and that it would arrive by 05/14/2025 which was yesterday. I called them today May 15th, and I was told that I should know some sort of answer about my refund next week some time, whenever they finally want to get around to it. I want my $464 back asap for services that I did not use.After reading so many negative reviews of this company Rushmypassport.com, I am not waiting until Monday to hope to get some sort of correspondence from them; I want them held accountable for unethical business practices. I will proceed to report ***** and any other business endorsing/being affiliated with this horrible company, and my next step is to report this to the state attorney general. It was while I was at a ***** inquiring about a passport that the employee at the store told me to visit fedex.rushmypassport.com and thats how it all began. They are trying to play with me and they hope that I dont keep trying to contact them to hold them accountable to provide me my refund that they owe me. Their customer service **** are rude and incompetent and the whole company embodies a culture of scamming people ruthlessly.

  Business Response

  Date: 05/16/2025

  Thank you for reaching out and sharing your concerns were very sorry to hear about your experience.
  After reviewing your account, we can confirm that your refund request was submitted on May 8th. As outlined in our policy, refunds typically take 7 to 10 business days to process. The payment will be returned to your original form of payment once processing is complete.
  We understand how frustrating this has been, and we appreciate your patience. If you have any further questions or need additional assistance, please dont hesitate to contact our support team at ************** or email us at *************************** Were here to help.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23335167
  
  I am rejecting this response because:

  I was told verbally by a customer service representative that it would take up to 72 hours to get my refund back. Then in these chat transcripts that Ive attached, youll see that I was told it would take 3-5 business days. Today, its somehow ***** business days according to your chat representative. Ive already contacted the state attorney general and the ***. If I dont receive my refund by tomorrow, May 20th, the next person youll be hearing from is my lawyer.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/19/2025

  Thank you for your message, and we sincerely apologize for the conflicting information youve received regarding your refund timeline. We understand how frustrating and concerning this situation has been for you.
  To clarify, your refund has been approved and is currently being processed. While processing times can vary slightly depending on your financial institution, the standard timeframe is 710 business days from the date of approval for the funds to appear back in your account. Please note that weekends and holidays do not count as business days.
  We take your concerns seriously and are committed to resolving this matter as quickly as possible. If you do not see the refund posted within the stated timeframe, please contact us directly at ?? ************** or ?? ************************** so we can escalate the matter for further investigation.
  We appreciate your patience and the opportunity to make this right.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23335167
  
  I am rejecting this response because:

  I notice how the responses from this company to me and others reporting them is just a show for the public. Its all a ploy, they will keep responding that the refund is on the way when they have no intention of refunding back. The next step is to contact the media and/or boycott ***** and AAA shops with throngs of people to get the medias attention on this to shut this company down once and for all. After I dispute this with my credit card Ill go from there but Im not giving up because thats all *** wants, to just let it drag until they think we will be done fighting but Im not anywhere near done. I think Ill make it my personal mission in life to see through with RMP being shut down for good. 
  Notice how I wasnt given a day when the so-called approval of my refund was done and I havent received any email or communication from them other than through their BS responses on this BBB platform. Why? Because their responses are only a show for the public to try to protect their public image. The longer they keep your money, the more their financial interest builds, they have no intention of parting with that. They target the desperate and the elderly. Your days are numbered, RMP. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Rush My Passport is a total scam. I didn't need my passport rushed. I found the Rush My Passport site and it said just follow the steps its easy. So I made an account but before I could proceed I had to pay $267.95 for two applications. I assumed that was for the passport. Then it said I had to pay an additional ***** for passport protection. WTH is passport protection, of course there was no explanation. Got home checked my email and clicked the link to download my application and the other B.S that was just a waste of paper. I went to the local post office to have it accepted and the person there told me I had the wrong application, and that there shouldn't of been a fee at all. I was told to dispute that with my bank. I went online to the US **** of State and calculated the passport fees, which came out to $320. that also included the acceptance fee. Not $267.95 plus the ***** passport protection. When I called RMP the recording says to log onto your account and there you can request a refund. Really, where? There is no where, nothing, zero, to request a refund. There is no Help section no home page, only thing you can do is download your package, look at your itinerary if you have one, or messages. That is it. I have made three attempts to resolve this with RMP, and all I got is their automated recordings, and their absolute B.S. This seems to be the common complaint about them.

  Business Response

  Date: 05/16/2025

  Thank you for your feedback were truly sorry to hear about your experience.
  To clarify, passport protection is an optional add-on offered during checkout. Its not a required service and is meant to offer additional support in case of document issues or delays.
  Additionally, for new passport applications, the ************************ mandates that all applicants appear in person at an acceptance facility so their identity can be verified. This is a federal requirement and not something that can be handled solely online or through third-party services.
  We understand how frustrating this situation must have been and appreciate you bringing it to our attention. If you have further questions or need help with anything else, please dont hesitate to contact us at ************** or email ************************** we're here to help

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23334761
  
  I am rejecting this response because:

  So I paid all that money plus "passport protection" for a piece of paper to fill out MYSELF and no other help from rush my passport services. When I went to the post office none of the rush my passport papers were even looked at. So I paid for wasted paper that were not even able to be used, and the passport protection still doesn't make sense because rush my passport was not even selling me a passport.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/19/2025

  Thank you for your feedback, and we apologize for the confusion and frustration this experience has caused.
  After reviewing your case, I was able to get your refund approved. Please allow 7 to 10 business days for the refund to be credited back to your original form of payment.
  If you have any further questions or need assistance, feel free to contact us at ?? ************** or ?? ***************************

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23334761
  
  I am rejecting this response because:
  I have two orders and they are only offering to refund the smallest amount of the two. And not both. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/23/2025

  Thank you for your response. After further review, I see that you had two separate orders associated with your account. Ive reached out to our internal team to request assistance in reviewing the refund status for your second order.
  We understand how important this matter is and appreciate your patience as we work to provide you with an update as soon as possible. If you have any additional questions or need further assistance in the meantime, please feel free to contact us at ************ or email ***************************

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23334761
  
  I am rejecting this response because:

  they said they would refund me for the second order and I have not received a refund or even a follow up message.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 placed on order with Rushmypassport.com on April 12, 2025. I paid $172. The website advertises as follows: "Traveling soon and need a passport service you can trust? RushMyPassport is a registered passport courier service that will help you get your passport expedited and delivered fast. We work directly with the ***************** across the country to provide legitimate, trustworthy, and fast passport courier services. Join millions of satisfied customers that trust RushMyPassport." The informational video says says after filling out the application it can be mailed in overnight and a representative will go stand in line for the customer to get the ********************** passport completed. I was choosing to use this service because I had been unsuccessful in getting an appt for submitting passport applications for my daughters, and we were traveling in 6 weeks. After filling out the application, I got to a page that required me to look for a local place to make an appointment. Prior to submitting the application, there was a notice on the screen that stated if I proceeded, I would be unable to submit for a refund. Instead, I submitted for a refund, seeing how I was being prompted to make my own appointment, which I was still unable to do and was contrary to the stated service of the business. I received the following message as an email response to my refund request: "Our company received your cancellation request for order number GW-067B22AB7 which was placed on April 17, 2025 via the *** website.After carefully reviewing your request we are unable to approve your cancellation request. It is pursuant to our Refund Policy and Terms of Use, which you agreed to, that all sales are final and the reasons you stated do not qualify for a refund."I read through Refund ************** of Use and it does not say that all sales are final. The website clearly states that a customer may submit a refund request online, as does the phone message when calling. I still want a refund.

  Business Response

  Date: 05/09/2025

  Thank you for reaching out, and we sincerely apologize for any confusion or inconvenience you've experienced.
  We understand your concerns and appreciate the opportunity to clarify. Our records show that your application was downloaded and manifested. Once an order reaches this stage, it becomes ineligible for a refund under our Refund Policy.
  For new passport applications, a visit to a Passport Acceptance Agent, such as a local ************ is a required step by the ************************. This step is necessary regardless of whether you apply independently or through an expediting service.
  We also see that your passport application has been processed and shipped to you. If you would like further clarification or have any additional questions, please feel free to call us at ************** were happy to assist.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23299490
  
  I am rejecting this response because:

  When I got to the part on the application that said if I proceeded I would not be able to request a refund, I stopped and did not proceed. Instead I requested a refund. I don't understand why it was still submitted and that seems to be an error. I also relayed all of this info when I submitted my refund request. 

  When I log in to the portal to check on the application status, there is no updated information. It simply says your new documents are on their way. It's been one month with no updates. 

  I paid a lot of money for a service that has not been provided. The information presented to me was that I could get an expedited passport, and when I began the application, I provided the info that I needed the passport within 6 weeks. It has now been a month and I have nothing. I have not even received the welcome email that the info video says I should get right away. You have not provided any of the services that your website claims. Please refund my money. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 05/13/2025

  .Thank you for reaching out and sharing your experience with us. We understand your concerns and appreciate the opportunity to address them.
  Weve reviewed your order and can confirm that your application has already been processed and your passport has been shipped out to you. Because the service has been fulfilled in accordance with your request and the application has been submitted and completed, your order is no longer eligible for a refund per our service terms.
  We recognize that navigating the passport process can be frustrating, and we regret any confusion caused along the way. Our goal is always to assist customers in expediting their passports by guiding them through the required steps, including visiting a passport acceptance agent for new applications a process required by the *************************
  If you have any further questions about your order or would like more clarity on the service you received, we welcome you to contact our support team at ************** or email us at ********************************************.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23299490
  
  I am rejecting this response because:

   

  Everything claimed here is false. I really hadn't thought this business was a scam, but now I am convinced. It's impossible that my passport is on its way with your assistance, because I never even completed my application in the first place. I never downloaded the application or printed it or took it into any passport location. Once I realized that I would need to do all that myself anyway and that your service wasn't going to actually do what it claims, I submitted for a refund. The option was available to me because I was still within the supposed time frame to do so, prior to submitting my application. Mysteriously, once I submitted for my refund, the status on my portal page changed to 100% complete. I still never downloaded my application. The portal literally tells me nothing, and there is nowhere to click to gain any more information. This business is a scam, taking people's money and doing absolutely nothing that is claimed. I hope no one else gets scammed into giving their money or information. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  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.

  Date of Transaction: 05/05/2025 Order Number: GW-94E8C5039 Dear Better Business Bureau,I am submitting this complaint against RushMyPassport.com regarding passport renewal process, I started the process with them on 05/05/2025 and immediately within the hour decided not to proceed with them and request a full refund $434.55. all required documents promptly, and even had my passport photo taken at a recommended location. After submitting my application, the website instructed me to call a phone number to finalize the process. Despite repeated attempts no one answered my calls, and no one returned my messages in left in voice mail with my number to call back. So I immediately decided to cancel the order but I am unable to find the refund request form as per their instructions below.I have tried calling them multiple times a well but unable to reach anyone.'To request a refund from RushMyPassport, you need to complete an electronic Refund Request Form (RRF), which is available on your govWorks client portal. You can initiate the form by selecting the "Request Refund" button within your account under the "order invoices" tab."Request you to please help in this matter.Thanks ********

  Business Response

  Date: 05/09/2025

  Thank you for reaching out, and we sincerely apologize for any inconvenience you experienced.
  We understand your concerns and want to assure you that your refund request has been received. Our records show that you were able to successfully request a refund on 05/06/2025 on our website, and the Refund Request Form was submitted to the email address we have on file.
  Please allow up to 7 to 10 business days for the refund to be processed. Once completed, the refund will be issued back to your original method of payment.
  If you have any further questions or concerns, please dont hesitate to give us a call at **************. We're here to help

• Initial Complaint

  Date:05/05/2025

  Type:Delivery Issues
  Status:

  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.

  Date of the transaction: April ******* Date refund was requested: April 18, 2025 According to the websites refund policy I am eligible for a refund. I didnt hear back from them for a week after submitting the refund request. I called and then the person I spoke to said they would put a rush in for my refund to be reviewed. Two days later I heard back in an email that my refund was denied due to It is pursuant to our Refund Policy and Terms of Use, which you agreed to, that all sales are final and the reasons you stated do not qualify for a refund. I have been trying to reach this company through emails and phone calls and have not been able to reach anyone

  Business Response

  Date: 05/07/2025

  We're sorry that you've had a negative experience with our service offering and experienced such difficulties reaching a member of our team. I've taken a look at your account and I do see that you did request a refund on 4/18/2025 and then you were denied for the refund on 5/2/2025, unfortunately once the application on the website has been completed, manifested and then downloaded, you're no longer eligible for a refund. That information is stated in our refund policy and our Terms and Conditions. You completed and downloaded the application on 4/12/2025. You can see the Refund Policy and Terms and Conditions on our website, rushmypassport.com. I've emailed you a Refund Dispute Form; please print, fill that form out and then mail it to the address that's located on that form. Please let us know if there's anything further that we can do for you.

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  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.

  Signed up for RushMyPassports for help submitting passport paperwork. Already had my Ds82 completed on my own, they offered a fast courier, and apparently the $250+ they charged on top does not go to the passport. Absolutely wild and misleading. All they do is fill in a form that you can do yourself through the Department of State's form filler. Save yourself the money, file for free, go to your post office and ship there. You can do expedited in the form too.

  Business Response

  Date: 05/09/2025

  Thank you for your feedback and for taking the time to respond. We understand your concerns and appreciate the opportunity to assist you. As a passport expediting service, we do charge a service fee for each order placed.
  Upon reviewing your account, we see that you submitted a refund request, and a refund request form was submitted on your behalf as of May 5th. Please allow 7 to 10 business days for the refund to be processed and credited back to your original form of payment.
  If you have any further questions or concerns, please dont hesitate to contact us at **************. We're here to help....