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:11/22/2023

  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 paid ****** on 11/21/23 to rushmypassport. On their site it said if there are change in travel plans with 1-3 days of purcahsing, that i would be able to get a refund. Theyve sent me a cancellation link for refund but provide not further assistance or helpnin regards to the link being broken and not loading. Ive checked my internet connection on all my devices and have used my mobile network but the link theyve sent does not load and send after pressing confirm. There is no contact information for the billing department and no one answers when you call the number. The order number is GW-4164737A4. This order was made at *****am. After trying to get my refund, i decided to research the company and had found negative reviews to which say they take forever and do not refund aswell as have no customer service agents that speak to you directly. You can only reach them through email and they insist on using the cancellation link that the billing department sends that does not work. Due to the issue with the link, my time table for getting the refund processed is slim to none. I would like this processed for me from the company with the information i tried to provide for the request. I am no longer able to travel during the time i had applied for due to flight issues, unforeseen circumstances in travel plans and work schedule.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you experienced in an attempt to process your passport through our service. Your order was canceled and refund at the time or your request. We will use your feedback to better our service

• Initial Complaint

  Date:10/22/2023

  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 purchased the 1 week expedite service from Rushmypassport for $789 on 10/9 with an expected date of receiving my passport 10/20/23 before my travel date of 10/26. I sent all proper documentation to there team in order to use a courier service to get my passport. I shipped all documents off on 10/10/23 and the company received the documents on 10/11. I received a notification that my documents maid it to the ********** of ***** on 10/12/23 and was being processed. I did not see any updates as of Monday 10/16 so I called and the rep told me that my documents were still being processed. I also called 10/17-10/18-10-19 and 10/20 to check in he status with no updates. It wasnt until 11am PTS 10/20/23 that I received a email from rushmypassport stating they needed more documents to send over to show citizenship. There was also a direct letter from the ********** of ***** that was dated 10/13/23 (Week Earlier) that was sent to the courier stating the same as far as needing more supporting documents. Because I wasnt notified by rushmypassport to send the documents on 10/13/23 when the letter was sent over which now will cause an even further delay of my passport that I paid a 1 week service for. After speaking with rushmypassport they said that it was there issue they did nothing wrong. If I was notified on 10/13 when the letter from ********** of state was sent I would have had more of a grace ****** to send the documents that were needed. Now Im out of $789 dollars for a service that grunted a week expedite. I am expecting a full refund and I will not recommend this company to anyone to use as they made promises they couldnt keep and the communication was very poor. Please see attachments with the Dated letter from the ********** of STATE ALONG WITH THE ***** COMMUNICATION AS OF 10/12/23 from rushmypassport.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you experienced when attempting to process your passport through our service. After reviewing the order, it appears the passport agency did not find your proof of citizenship to be sufficient. This is usually something that would be recognized by the passport acceptance agent that sealed your documents. We are not able to open the sealed envelope and could not have caught the possible issue in advanced. Once again, we are very sorry we were not able to complete the process for you.

• Initial Complaint

  Date:10/09/2023

  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.

  This company fraudulently advertises a fast and quick passport service. If you look at Yelp reviews and even Reddit pages, you will see that this company has scammed many people. Since the service is partnered with ***** we assumed it was credible. On 9/30/2023, my husband filled out an online application at home, then we went to our local ***** to complete the process. However, the customer service representative at our ***** was not the familiar with the service. After several minutes a ***** employee finally helped my husband access a computer station to print the documents needed. However, the ***** employee told us they couldnt process shipping our passport order due to a missing shipping label that should have printed. When my husband attempted to log back in to reprint, the website did not recognize his password. He requested a password reset, but he did not receive an email. Therefore, we were unable to complete the passport process, even though, he had already paid for the service.A couple hours later on 9/30/2023, the ***** location called us to let us know they found our missing shipping label. We returned to the ***** location the next day on 10/1/2023, and shipped our passport documents. On 10/2/2023, I reached out to Rush My Passport customer service via their online chat to request a discount because we paid for a fast and convenience service and what we received was a service for which we had to make two separate trips and took a significant amount of time to complete. Rush My Passport refused to provide us a discount. On 10/6/2023, my husband received an email stating there was an issue with his passport application. We made a copy of his application and do not see an error, so we called Rush My Passport. No one answered, so my husband left a message, and Rush My Passport has NOT returned his call. This has been a worrisome transaction, and as I mentioned, we are not the only ones this has happened to. Please investigate.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you may have experienced as a result of attempting to utilize our service. We will use your feedback to better our service.

• Initial Complaint

  Date:09/20/2023

  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.

  On 9/20/23 I was duplicate charged for a fraudulent item. I applied for a passport renewal through ***** and realized I payed a charge to a different company. The website is clearly organized to put misconceptions of government partnership and they avoid support calls on purpose.

  Business Response

  Date: 06/27/2024

  We apologize for any confusion you may have experienced based on the appearance of our site. Your order has been refunded in full. We will use your feedback to better our service.

• Initial Complaint

  Date:09/13/2023

  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.

  The initial transaction 8/15/23; Cancelled 8/31/2023. Order: GW-9A5135715 I am at a loss. I recently used a third party, Rush My Passport, to try to renew my passport. I have had no end of troubles with them, including: they didn't recognize my government issued documents as sufficient (could be accurate), they do not respond to email, their phone system is slow and drops calls repeatedly, the actual people who work there have hung up on me a few times, they do not provide resolution, they said they would send my passport back on 31 August when I cancelled their service and asked for my money back (they said it would be mailed back to me that day and take 2 to 3 business days), and then I called them yesterday (12 September) they had not only not sent it back, but did not give me a timeline when they would. Thus, I have no passport, cannot apply for a new passport since they have my expired one, and it will make my travel plans for this fall null and void. I am already very stressed about things in life, and with them doing this, I am beyond frustrated. They do not seem to care since they are a solid company, and I am but a single individual with no power. I need my passport and now not only have my travel plans been screwed up, but it has also interfered in a relationship that is important to me. I want my passport back and I have no idea how to force them to send it back and they owe me an apology and compensation for their unprofessional delay; and i somehow need to get my passport quickly. I do not know what to do since the company has not sent back my passport and is non-communicative.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced in an attempt to utilize our service. Your order was refunded at the time of the request. We will use your much appreciated feedback to better our service.

• Initial Complaint

  Date:08/08/2023

  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.

  Ordered the child's first passport through rushmypassport.com. The company did nothing to expedite the process. We still had to go to the post office and pay an additional expedite fee to the government. The website of rushmypassport.com is deceiving and full of false advertisement. The only service they provided was a lousy application filler. Certainly, not what they advertised and collected $190 for! I reached out to the company twice asking for a written explanation and they failed to respond.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you may have experienced using our service. Our order page does mention that there are two fees involved before an applicant places an order. We apologize for anything that seemed unclear. We will use your feedback to better our service.

• Initial Complaint

  Date:08/04/2023

  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.

  This company requires money order and your passport you send it off to them printed label pkg- they contacted me to tell me I wasnt supposed to endorse the money order so my order on hold to contact them- I contact them leave a msg no response these ppl stole over $300 money order and my passport! And they wont call email or text back multiple attempts have been made and submitted

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced while attempting to use our service. We will use your feedback to better our service.

• Initial Complaint

  Date:07/19/2023

  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 had first started my services with the company on May 20, 2023. I ended up going through my local ***** I called the company and they helped me cancel me order and said an issue would be refunded. Within 24 hours I had called the company back because my card had been compromised. They had been kind and understanding so the passport agents had said they would notate in my account that they issue the refund via check instead. They advised me to reach out within ***** days if nothing was received. I called back June 7 stating that I hadnt received anything and I was told theyd update notes and get back to me with an answer from their billing department. I had not received a call back so I gave them a call in June 21 for an update. I spoke with an ******** and she had stated the billing department canceled the refund request via check due to their end reflecting a refund that went successfully through. I stated to ****************** was confused because nothing reflected my bank statement and that my bank confirmed nothing was received. She updated my account and left detailed notes so that I could still receive a refund. I contacted the company again on july 13 and spoke with two passport agents to get the issue resolved. ****** stated there was no update. **** was more resourceful and stayed on the phone with me to assist with looking into the issue. He reached out to the billing department again to let them know I still had not received a refund they stated I would get. The billing department never got back to him. I was told their records showed a refund was issued June 15th. I reiterated myself. I was advised to call back the following Monday for an update after they left a message for billing.Called again July 14 and spoke with ******** and *****. No change. July 17 I spoke with Decienda and was sent over aconfirmation receipt for the first time.Advised to call bank. 2nd call with ******** Called my bank again to confirm there was no refund from expedited services.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced while attempting to use our service. Your order was refunded at the time of your request. Thank you for your patience.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 20345839
  
  I am rejecting this response because:

    Although Rushmypassport claims they refunded me. I had contacted my bank because it was not reflecting in my statement. My bank had confirmed on several occasions that they never received a refund. When I continue to reach out and try to get my refund from the company, they stopped responding and had poor customer service ethics. In the end I NEVER received my refund and they conned me out of money.

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

  Business Response

  Date: 06/28/2024

  Thank you for bringing this to our attention. Here are the refund details.

  Total Amount Refunded
  $243.90
  Refunded On:
  Thursday, June 15 2023
  Confirmation Number:
  64429450467

  It was refunded to a card ending in 1240

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 20345839
  
  I am rejecting this response because:
   
  My bank representative stated again that the refund did not go through. They never received it. The employees of the company should be better trained with how they address certain situations. Additionally, my dismay comes from the lack of professionalism the employees displayed regarding a paying customers concerns. It was reflected in each employees work ethic that not only do they not keep records or track situations, but to be dismissed and ignored is poor customer service.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/12/2023

  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 purchased the ************************* on 05/24/23 Order #GW-7F181F82F after I saw it advertised on my AAA website and was charged $699.00 and was told I would receive my passport within 2 weeks after the date of my Passport Appointment. The agency was well aware of my travel dates & assured me it would not be an issue and that I'd have my passport way before my travel time. They fed me lies upon lies whenever they would actually not hang up on me, which now I see all the red flags but because I was desperate, I made excuses for them. Needless to say, when it came time for my *************** just happen to call them to confirm I knew the next steps to follow, that's when they stated they would NOT be able to get me my passport on time. Now I will most likely miss my planned family vacation due to their negligence! They are a total SCAM and AAA should definitely not advertise this business! After being told I would not be able to obtain my passport in time, I submitted a Cancellation Request on 07/07/23 and was told it would take 10 business days. I wrote them today (chat attached) and now they're telling me it will take up to 15 business days. I JUST WANT MY REFUND ON A SERVICE THAT WAS NEVER PROVIDED! They sure were quick to take my money but are making this experience even worse for me. This company should NOT be in business.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced in an attempt to use our service. Your order was refunded at the time of the request. We will use your feedback to better our service.

• Initial Complaint

  Date:07/10/2023

  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: June 27, 2023 Amount of money paid: $943.90 Businesses commitment to refund/refund policy: RushMyPassport provides an expediting service for passports. Their refund policy states that if you pay but do not process any information or utilize their services in any way you are entitled to a full refund within 72 hours of the payment. Nature of the dispute: I paid for their fees, then learned of a safer and surer option after being warned by a passport agency employee, I did not process any information or utilize their service in any way. I immediately made multiple phone calls (during daytime business hours) to their given customer contact number (the only available option) and left voicemails with all of my contact information and explicit concerns. I have received zero responses of any form and it has now passed the 72 hour boundary for refund. I am extremely concerned that this is a scam and want to do what ever is necessary to receive a refund in full as I am well within the bounds that they list to received a refund. Account/order number: ************

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We will be investigating this further and responding with a resolution shortly. We appreciate your patience.