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:06/25/2024

  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.

  RE: Mexico business trip. I needed to renew my US passport and settled on RUSHMYPASSPORT as they advertise a special (expensive) expedited renewal service. I called them directly to establish prompt payment for the service, and to supply exact details for shipping the document. Later the RUSHMYPASSPORT email reflected the agent's confusion about the difference between my credit card billing address, and the actual shipping address of the ********* where i needed to receive the passport. I called to reiterate the importance of discerning between the two when the agent cut in with: (quote) THERE IS NO NEED TO WORRY BECAUSE WHAT EVER ADDRESS YOU ENTER ON OUR OFFICIAL APPLICATION WILL BE WHERE THE PASSPORT WILL BE SENT. I then completed / submitted their paperwork and went about my business. However, RUSHMYPASSPORT ignored my application and sent the passport to my credit card billing address (a US service that forwards all my mail/parcels to ******). This cost me my flight, twelve stranded days worth of accommodation and meals, courier charges to recover the passport from ******, loss of my business opportunities there, plus the $690.00 fee charged for the service. Their dispute structure (with Expedited Travel) seems designed to be rude, off-putting, confounding and of no help, and quickly unreachable by phone. I supplied them with every conceivable fact, receipt and demonstration that they had made an error that cost me a lot. My reviews on social media have resulted in generic responses such as I do not qualify for a refund and that their time limit for requesting refunds has expired etc. If the time limit has expired, it is because of their delay tactics. I do feel that they need to accept responsibility for their abnormal negligence in my case. The heart of my dispute is that they ignored the shipping address entered on my application and sent my passport to an address that was not only unworkable for me, but very very expensive as well.

  Business Response

  Date: 06/27/2024

  Good morning, We do apologize for any inconvenience this situation may have caused you. We have issued a refund for the service amount. You should see that refund reflected back to the account of the original payment in 7-10 business days. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21899669
  
  I am rejecting this response because:
  Dear People.  I appreciate your refund of the charges I paid for RushMyPassports expedited service to process and ship my passport to a specific address on or before a specific date.  However, that process broke down when the passport was sent to an address other than the shipping address I entered on the application form.  *****, I was forced to cancel my business trip to ******, and switch instead to a passport recovery operation that took ten days.  Certain expenses incurred during that ten-day period, such as meals, surface travel and items that apply to every-day living, are of no concern to me.  Neither are the loss of business benefits that are potential and open to conjecture.  However and respectfully, I do feel that reimbursement is appropriate for the impromptu accommodation forced upon me while I recovered my passport.  These and two other charges would have been 100% avoidable had the order been handled properly.  I submit here those receipts for your consideration.
  
  Accommodation at an Air B and B (a much cheaper cost than staying at any reasonable hotel for twelve day in the vicinity of the LAX airport).  $2373.65
    2. The cost of a second airfare to ******, since the fee for the initial flight was lost.  $105.72
    3.  Courier charges for the passport recovery.   $858 MexPeso = $46.71 USD
  
  The total dollar amount for these is:  $2562.08 USD 
  
  Sincerely,
  ***************************

  Business Response

  Date: 06/28/2024

  Unfortunately, we will not be able to cover any additional cost you may have incurred. Once again, we apologize.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21899669
  
  I am rejecting this response because:
  This company, and specifically their phone agent, displayed abnormal negligence in handling my order by incorrectly ensuring that whatever address I entered in the shipping entry on my application would be where the passport would be sent. Clearly this was not what happened and because of that, I incurred what tallied up to about $2500 in out-of-pocket and avoidable expenses.  I believe that RushMyPassport forced these charges on me and should therefore be liable to reimburse. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/16/2024

  hello folks.  i am writing to follow up on a complaint (ID ********* that was resolved on june 27 of this year.  the company, Rush My Passport, conceded and replied, saying that they would refund to me the service amount i paid them for a service which was not delivered.  the time frame that they gave for this refund has come and gone....and i have not yet received the re-payment.  can you ask them about this?  or do you think i should try to do it?  it was a somewhat contentious conversation and i would only re-open it with them if you can not help me with it.  thanks much.  the details will be visible in my complaint file.  regards.  ***************************

  Business Response

  Date: 07/17/2024

  Good morning ***************, there was an issue with putting the refund to the original method of payment so a paper check was mailed to the address on file. you should be receiving that with in the next few days.

• Initial Complaint

  Date:06/21/2024

  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.

  Placed an order on the June 17th 2024 with order number GW-80D70AAA9 for the amount of $698.85. Received an email confirming receipt of my documents on June 19th 2024. As per the service I paid for it said 2-4 business days meaning the service should conclude on June 25th (4 business days). I received communication that I will only have my end product back June 28th which is 7 business days. They offer a cheaper service at $364.65 excluding taxes and delivery which is 7-9 business days. I feel I paid for 2-4 business days at almost double the price but received the 7-9 business days service which is unethical with no possibility of a refund for the difference.

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We apologize for any confusion. The processing time is 2-4 business days, but we are subject to availability at the passport agencies. The slots we have are limited, and we might run out of spots. Therefore, we require you to contact us before submitting the documents so that we can confirm availability and provide a date for passport receipt. At that time, you can choose to proceed or receive a full refund and find another way to process the passport by the desired date. When we spoke with you, we quoted the date of 6/28, and it was not a notification sent after the documents were submitted. The estimated date was quoted by a live person, and you chose to move forward. We rely on the availability of the passport agency, but we are dedicated to sticking with what was promised to you when we spoke. We apologize for any confusion and assure you that we are committed to delivering on the day we agreed to.

• Initial Complaint

  Date:06/15/2024

  Type:Sales and Advertising 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.

  It was advertised that once I filled the PASSPORT application they will do the rest like sending the filled application thru FedX to the appropriate passport agency. They didnt nothing other than provide the application Form that is available everywhere in web.

  Business Response

  Date: 06/26/2024

  Hello,

   

  we are sorry to learn that you do not see the value in the service we provide and would like to talk to you about it in detail. Can you please provide us with your order number? upon receipt of your order number, we will reach out to you directly. 

  Customer Answer

  Date: 06/29/2024

   
  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:06/06/2024

  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.

  Transaction date: 5/21/2024 Paid for passport services and upon going to the post office, realized that the $570.46 paid was just for an application that can be printed for free. The post office still charged me for all of the passport fees.

  Business Response

  Date: 06/27/2024

  Good afternoon, Our records indicate that your 5 passports should have been received. we are happy to see this. if for any reason you have not received all of your passports please give is a call at ************. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21812065
  
  I am rejecting this response because:
  I received my passports because I paid the post office to process, take pictures, rush fees, and mail costs. All that I received from rushmypassport was a free application.

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

  Business Response

  Date: 06/28/2024

  We do not serve as passport acceptance facilities. Therefore, visiting one is part of the process, whether using a third party to oversee it or not. Although the applications were submitted by the acceptance agent, our service also monitored them, and we would have helped you address any issues that came up. Fortunately, you did not need any additional assistance after submitting the application. We serve as an extra measure to ensure all goes well.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21812065
  
  I am rejecting this response because:
   That is exactly my point, I paid nearly $600 to you to rush my passport when you do nothing to rush my passport or process it. You provided the free application and free monitoring that I can do both from the government website. That is misleading marketing. I then go pay the government all of the money I would have spent whether I did pay rush my passport or not. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/21/2024

  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.

  I sent the application twice (over night) they always say the application missing the bottom part which i confirmed in the second shipment will be included (pretty sure it was there in the first time as well). they probably work only for the cancelation fees while dragging their client to unnecessary stress as their traveling dates are coming up and will not provide any real service! when i asked to get my passport back they demanded $180 for nothing! they wasted dear time traveling to posts office etc...

  Business Response

  Date: 06/28/2024

  We apologize for any inconvenience you experienced in an attempt to utilize our service. Unfortunately, we are not permitted to submit documents to the passport agency that could be possibly flagged. We must reach out each time there is an issue until we have an acceptable application. We are subject to the ********** of ***** rules regarding how the application needs to be formatted. We are unable to issue a refund because the order was placed well over ****************************************************************************************** family member. We once again apologize for any stress this may have caused you. 

• Initial Complaint

  Date:05/20/2024

  Type:Customer Service 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 15,2024 I signed up for Rushmypassport.com s passport service, specifically because they offered preferred access to Passport Acceptance Centers. I tried to access the service that day, but after entering in my card information the website stopped working. I tried again the next day, still encountered tech difficulty, so I called customer service number. when i got a live rep I told him that I only needed their help facilitating the appointment for dropping off documents. He reassured me and he walked me through the forms that Id already filled out. The website eventually failed, and the rep had to forward a pdf of the form for the passport, they gathered my information and gave back forms I already had completed. I asked about the passport acceptance services and he directed me to go to ************* post office as a walk-in on saturday. I arrived that morning 90 minutes early to find that only two walkins per day can get that done. Further attempts to contact customer service leads to nothing.

  Business Response

  Date: 06/27/2024

  We do apologize for any inconvenience you may have experienced with our service offering. A refund was issued on 05/22/2024. 

• Initial Complaint

  Date:05/16/2024

  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.

  I paid for this companies passport service through the ***** website a total of $228.95 my husband also fill out the form and paid on their website $209.00. Attached transaction screenshot. One of the first steps is to pay so went ahead paid and after the system generated the forms told me to go to the VIRGINIA BEACH CITY CLERKS OFFICE which is not what was advertised on the website. The website makes you think they handle everything you just fill out the form take the photos and they will process for you. Uploaded screenshot from website that doesnt say you need to visit court. Still I printed out the form. When I called the court house in ************** was told they dont do expedited service and they dont have any knowledge of this service. They told me to head out to Norfolk Circuit Court for expedited service. When I arrived there I was provided the service was able to take the photo there and they took our forms. The total I had to pay was $480.00 for 2 passports at the courthouse attached receipt. Was told i needed to pay at the there in order to get our passports processed and they do not process passports to third party companies they need to be done in person. They also told us the forms are free and that is the only thing this website provided us, passport forms. So we ended up paying twice for 2 passports. When we returned from the courthouse we try contacting rushmypassport with no success. When calling the number they dont have a customer service representative. I was only able to leave a message and no one reached back to me. I try emailing them but couldnt find an address so had to message them on the website and they have not responded. I would like a refund for both of the passport applications they did not processed since we had to process ourselves. I uploaded photos of courthouse receipts, bank transactions paid to *****, screenshots from the website and screenshots of paid fees.

  Business Response

  Date: 06/27/2024

  We do apologize for any misunderstanding with our site. We have noted the concerns and will use them to make improvements. a refund was issued to the original method of payment on 05/17/24

  Customer Answer

  Date: 06/27/2024

  I see my transaction was refunded but my was  my husbands was not. I had sent the information about both transactions for 2 separate passports and only was refunded one. Transactions were made with 2 different debit cards linked to the same checking account for the purchase of 2 passports. One for my husband, one for me.  I have uploaded here all information about both transactions but got only one transaction refunded. Please send a refund link to my husband so we can get that refund. Can be sent to my email or his email ************************* Thank you 

  Business Response

  Date: 07/01/2024

  Thank you for bringing this to our attention. We have now canceled the 2nd order as well. Thank you for your patience.

• Initial Complaint

  Date:05/15/2024

  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.

  I was referred to RushMyPassport via clear. I spoke to them on the phone, and they clarified that while they were not a government service, they could guarantee the fastest submission and turn around time for my passport as they would CHECK THE DOCUMENTS.I paid nearly $500 for rushed service, on top of the passport fees. All they did was fill out forms for me (incorrectly) and give me a postage label to send the information. They sent me the wrong forms, were incredibly slow in processing them, and then denied knowledge of them being rejected.When I asked for follow up, the customer success woman hung up on me.

  Business Response

  Date: 06/27/2024

  We do apologize for the inconvenience you have experienced. After reviewing your order the ***82 form that was generated is based on the details places on the application. Although you can renew a card for a PP book, if you have never had a book, you can not renew the PP card for a Book if that PP book has been lost or stolen. When that happens you are required to submit a ***11 accompanied by a ***64. We can assist with the next steps to correct the errors so that you can continue your process to receive your passport. We can have an agent reach out to you directly if you have any questions. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21714309
  
  I am rejecting this response because the response is dishonest. I spoke to multiple representatives that instructed me on the exact opposite. You either need to train your people better, or refund me. 

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

  Business Response

  Date: 06/28/2024

  It appears that there is some misunderstanding about the application process. We do not fill out any documents for you, nor do we send you any documents. Each applicant must visit our gov-works site and answer one question at a time, after which the system will generate a form. While answering the questions, you will be asked whether you have been issued a passport, a passport card, both, or none. If you failed to answer this question accurately, it would result in an incorrect form. Nevertheless, we did not send you the wrong form because we do not send the form at all. Once you complete the form, you need to print it and send it to us. It is common for people to forget whether they have a card or a book. It is beyond our control to know what you were issued in order to avoid the delay. We had to wait for the passport agency to do the background check and they will discover it and let you know about it. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21714309
  
  Stop lying. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/30/2024

  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.

  Rushmypassport is a fraudulent business that advertises expedited passport renewal services. I never received the passport, there is no recourse at all or any way to speak to anyone at the company - they just refer you to the US department of state. This business should not be allowed to advertise expedited passport services because they have no way of seeing the process through- it is a scam. Consumers need protection from this fraudulent business and fake advertising.

  Business Response

  Date: 06/28/2024

  We apologize for what may have taken place during the delivery of your completed passport. The particular passport agency your passport was completed at shipped the passport directly from their office. to the address on the passport application itself. We can direct you on how to retrieve the passport if you have not completed it yet. We once again apologize for any inconvenience caused.

• Initial Complaint

  Date:04/29/2024

  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.

  I paid over $570 to RushMyPassport on 4/29/24 for their ***************** I had talked to their IT chat people online several times before buying to work out whether I could get their process started on 4/29. I talked to them one last time before buying their service (Order # GW-A496B4917), and I found out later that this same morning their **************** was having technical difficulties. It was supposed to be an easy process of filling out the application form and getting some forms immediately afterward to printo out and mail to them. They wasted most of my day repeatedly telling me to log out, wait an hour and try again. When I asked *about* their refund process, their rep immediately told me he canceled the order, and I received a "cancellation request" email that contained a link to a "refund request" page where I *might* get my money back if they decide I have a good enough reason. $580 and a day later and I have nothing, not even the assurance of a refund.

  Business Response

  Date: 06/27/2024

  We apologize for any issues you experienced using our system.  Our site is directly linked to the to travel.state.gov site so if they experience issues, it can affect our system also. We have issued you a full refund as you requested, and it was completed on 4/30/204. We once again apologize for any and all inconvenience.