Complaints

This profile includes complaints for Filipinovisa.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Filipinovisa.com

  PO Box 8 Salem, NH 03079-0008

• 

  Filipinovisa.com

  PO Box 455 Honomu, HI 96728

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:11/21/2024

  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.

  In February of 2023 I hire Filipinovisa.com to help me with the **** process of my fiance. Before hiring ************* i asked their consultant if I would be eligible for a refund if my fiance wanted to end the relationship. I was told I would be able to receive a refund if this had happened. Unfortunately my fiance and i have broken up and I have recently called their resolution manager and they are refusing to give me back any of my money. I have not began any process of their services all they have done so far is take my payment of nearly $4,000 for the premium package option and have taken down my basic information. We have not filed for a single part of the **** process therefore I believe I am entitled to a refund.

  Business Response

  Date: 12/09/2024

  Selena G
  BBB Resolutions Coordinator

  We appreciate the opportunity to respond to this complaint and clarify the situation.

  We are sorry to hear about the clients relationship issues. We understand how difficult this must be, and we want to emphasize that we made every effort to resolve the matter and provide support.

  The client may have misunderstood the refund policy during the initial phone call; however, the client signed a contract clearly agreeing to our terms, which clearly state that refunds are not available to multiple clauses in the contract along with the relationship issues. The reason we include this in our contract is that we have to provide a service which entails substantial costs for us. Once we have committed to a client, we allocate those resources. Despite the clear contract, we went above and beyond to assist by offering a courtesy refund of $500 to $750 as a gesture of goodwill. Additionally, we provided the client with a free one-year subscription to Christian ********* placed the account on hold with no expiry and the services can be transferred to a new beneficiary in the future. We also assured the client to allocate the amount for future travel and stay in the *********** through ************** to support him further.

  While the clients petition has not yet been mailed, our team has already delivered significant services, including: 
  1. Assisting with the collection and review of the required documents.
  2. Providing expert consultation and guidance throughout the **** process.
  3. Ensuring the client was prepared for each step of the application process.

  Timeline (services rendered)

  Dates of Calls our Team has had with the client:

  02/27/23 - ************************************************************** Introductory Call for the ***************************** Introductory Call and Gift sent to the original beneficiary.
  03/02/23 - Sales Call to the Sponsor and Sponsor signed the contract. 
  03/19/23 - Service Review Call completed for the ****************************** Introductory Call for the original Beneficiary and consultation for services, Travel, planning Etc for the Sponsor.
  04/02/23 - Second Consultation for additional **** options by the assigned **** Petition Coordinator.
  04/15/23 - Spoke with the Support team to book an appointment with ***** which was canceled earlier. The client also wanted to discuss the Payment arrangement with Ivy. Appointment with ***** was scheduled for 16 April23.
  04/16/23 - Support team scheduled appt with **** Petition Coordinator
  04/17/23 - Updated Payment Info for 3rd and 4th payments.
  05/09/23 - The client mentioned his plans to travel to the *********** on Oct 1 - Oct 28, 2023 (*********** to ******) to meet the Lady. Inquired about documents to be presented at the airport and discussed travel requirements. The Team guided the customer with details and offered $1850 for roundtrip flight from ****** to *******
  05/25/23 - Payment Arrangement payment $985 made. 
  08/27/23 - *** had questions for a list of documents to provide and Passport of ********. Guided the client to send signed government forms along with a $535 check and send the rest of the documents via email. For passport, advised to change to her marriage name which can be done after obtaining PSA marriage certificate after 6 months. The client informed he would be married by Oct and requested a third party Sworn Affidavit template. The agent confirmed sending a template by email to the client.
  09/02/23 - Touching base with the support agent to confirm updates regarding the third-party affidavit. Additionally, the client has been requested to provide the money order for the filing fee, which is required to proceed with their initial filing stage. 
  09/16/23 - Requested client to confirm the availability of a third party sworn affidavit.
  09/17/23 - Our Support team contacted the client to check the status of the Third party sworn affidavit.
                 - The Client responded he wasn't married yet. 
                 - Our team inquired on the estimated date to get married.
  09/24/23 - Resolution call with the Vice President of Sales regarding the cancellation of services, the Sponsor confirmed he did not request for cancellation. 
  09/25/23 - **** Petition Expert service call. The **** Petition Expert explained to the Sponsor that we can fill in the government forms however, we can not file it because they are not married yet as the marriage certificate is the primary requirement for CR1 Petition. 
                 -Encoder team prepared the government forms and endorsed Encoder's proofreaders for the proofreading process. 
                 -The assigned Encoder agent endorsed the updated CR1 government forms back to the **** Petition Coordinator for Client review and approval. 
  12/02/23 - The Sponsor mentioned wanting to cancel his account and disconnected while asking for a reason. 
  12/16/23- Resolution call with the Resolution Manager regarding cancellation of the service. The Resolution Manager confirmed that the Sponsor is having relationship issues with his Beneficiary. 
  06/23/24 - The Support team contacted the Sponsor who had not yet decided on cancelling the services or switching the **** type (CR1 to K1) and inquired about the refund. Sponsor mentioned he would contact us once he decides and the support team placed the sponsors account on hold.
  08/14/24 - Service Call by the Support Agent. The Sponsor decided to cancel the **** Petition. We explained about using the services for future interaction with another lady but the offer was declined by the Sponsor. 
  10/24/24 - Resolution call with Resolution Manager. The Client requested to cancel and refund again. The Resolution Manager informed him that the amount he paid has no expiry and can be allocated for future services. The Sponsor disconnected the call. 

  We truly understand the client's disappointment and want to assure him that we acted in good faith, following the terms of the signed agreement. We are here to listen and address any additional questions or concerns he may have, as we genuinely care about his experience. We understand how important it is to find a resolution that meets the client's needs, and we are fully committed to working together towards a solution that they will be happy with.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22588110
  
  I am rejecting this response because I was lied to about receiving a refund. Before hiring filipinovisa.com I specifically asked their consultant about receiving a refund if my Fiance had changed her mind. I was simply told that I would receive a refund if this had happened. At no point there was no reasoning explained to me why i would not be able to receive a refund. I would have never agreed to hire this company if they were going to refuse a refund. This is a list of obligations that this company has offered me. 

   VISA PREMIUM -VIP  (4 monthly payments of $985 or 1 payment of $3,640 )
  Full Fiancee or ************ Application With On-Ground Manila Lady Travel Pack and 1 Year Premium Support --*
  Full K1 Fiance or *********** Application and Adjustment of Status applications completed and submitted by our Filipino**** in house expert
  (GREENCARD) Adjustment of Status service
  An educated Filipino**** member will be on the ground to provide assistance during the medical exam and interview.
  Filipino**** team to arrange logistics, appointments and other coordination requirements for the lady for 1 day.
  1 hour couple consultation with our Romance Consultants to review step by step instructions on how to get married in the ************  Topics can be: tips and advice and research for travel planning, venue selection, engagement ring online etc.
  30min Consultation w/ *****/ ***** will focus more on the advice after the marriage or like the typical attitude of the lady Tampo supporting  the immediate family etc.
  1 session of mock interviews for the lady to understand how the embassy interview might go.
  Couples tshirt / ****** book
  
  
  Additional Details for *************************************** Accommodation
   Pick up at bus terminal or airport of the lady
  Delivery to a pre-reserved hotel.
  In-person completion of online forms, interview scheduling and medical exam scheduling
  Review of all documents for interview
    Mock interview during embassy interview
  Delivery to and pick up from St Lukes Annex for medical exam
   Delivery to and pickup from Embassy for interview
   Delivery to the bus terminal for return home or to the airport for departure home or abroad.
  FREE Consultation with our travel Specialist 
  Mock interview during the port of entry in the *** 

  2.  **** Ala Cart  - We help with the **** paperwork K1 or spousal ****.
             Price-  3 payments of $650 or $1800
  
  The following Services are covered :
  ? Paperwork for K-1 Fiance ****
  ? Assistance for initial planning and preparing all necessary documents, securing
  meeting arrangements, and finalizing your approved **** documents on hand.
  ? 1 Session of mock interviews for the beneficiary to understand how the embassy
  interview might go.
  ? 1 hour couple consultation with our Romance Consultant to review step by step
  instructions on how to get married in the ***********. Topics can be: tips, advice
  and research for travel planning, venue selection, engagement ring online
  ? Couples t-shirt and special gift for the beneficiary

  
    The only thing this company has done for me has collected my money and taken down my basic information. I have never even been to the *********** Before. I am disgusted that this company claims they feel owed $3.500 for a few phone calls with their consultant and their resolution manager. This company has done nothing but lie to me and want to steal my hard earned money, I have researched this company and found several other complaints filed against this company and see multiple people are receiving refunds as well. If this company refuses to issue me a refund of at least $3,000 I will be forced to file a complaint with the **********************
  

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

• Initial Complaint

  Date:08/30/2024

  Type:Billing 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 $200 to reserved the petition partial payment program and that was made in May of 2024. The first payment of $816 was made on July 1, 2024 and the second payment of $816 was made on August ******. I also sent them the $675 cashier's check to the **********************************.

  Customer Answer

  Date: 09/08/2024

  Me and the resolutions manager ****** sent my refund to my old card which is no longer in use and I told her that I have a new card and that she can send it to the new card. I sent an email to her and it is taking her such a long time to respond. I spoke with the receptionist last Friday and they reached out to her and they told me that ****** will send me a text message and I need to respond to it. I got the message from her asking for the *** checking information so she can put in for direct deposit and I went to my bank and got my information checking and routing number to send to her. After I sent it to her, I did not hear back from her since. I called numerous times to ************* and told them I needed to speak to ****** to resolve the issue but they told me that I needed to make an appointment to speak with her just like the sorry coordinators that were p**** footing around. This company is a joke. I would not recommend hiring them to process your **** or your refund. You are never a priority to them once you have hired them.

  Business Response

  Date: 09/16/2024

  We attempted to process the refund Mr. ******** requested, but it apparently did not go through to his credit card. Once we were aware the refund had not been received to that original method of payment, we quickly worked with Mr. ******** to process the refund via ACH. Mr. ******** acknowledges the refund has now been received in full by ACH. 
  
  Our Resolution Manager ****** spoke to Mr ******** and agreed to remove the complaint once he has received his ACH refund.
  
  The client confirmed that he got the agreed upon refund and to disregard his complaint.  
  
  We appreciate the feedback, and continually strive to deliver the utmost care and attention our clients deserve. 

• Initial Complaint

  Date:07/09/2024

  Type:Product 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.

  My fianc and I engaged ************* Services to assist us with filing a K-1 **** petition. Initially, We had full confidence in their ability to efficiently handle the government documents and requirements. Unfortunately, within less than 30 days, our experience with them was overwhelmingly negative.The service proved to be highly unreliable. They did not review our documents properly, and the information inputted for the government forms was consistently inaccurate. We had to call them multiple times to correct these errors, and even then, they continued to provide incorrect information.This lack of attention to detail completely eroded our trust in their ability to manage our **** application effectively. Concerned that their incompetence would lead to our forms being filed incorrectly and potentially denied, I decided to cancel their services. And request a full refund of my initial payment of $1,345. I believed that the extenuating circumstances warranted a review and reconsideration of this. I requested to speak with the manager, who assured me that she would do everything possible to secure a refund. However, she later claimed that her agents had done a lot of work and, due to the contract, could not offer a refund. This was perplexing, as within the 30 days, they hadnt even completed the initial forms required for the application due to multiple errors on their end. Given the substandard service and unmet promises, I believe a refund is justified. I urge potential customers to carefully consider their decision before signing a contract with ************* Services. Our experience has been highly disappointing, and I hope others can avoid similar frustration. I strongly recommend that ************* Services review their processes and policies to better meet their clients expectations and standards.

  Business Response

  Date: 07/12/2024

  We apologize for the quality of service we delivered, and the lack of follow-up and response to ****************. 

  After hearing the situation about his **** application, and the quality of service, we forwarded the client to our resolution manager to handle the matter.
  

  Our Resolution Manager ****** spoke to Mr. ***********;and agreed to refund the majority of what he paid. He was refunded the total amount of  $1,000 on July 11, 2024. 
  
  The client confirmed that he got the FULL refund of  $1,000 and to disregard his complaint.  
  
  We appreciate the feedback, and continually strive to deliver the utmost care and attention our clients deserve. 

   

  Customer Answer

  Date: 07/17/2024

   
  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:03/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Filipino**** $4,000 USD up front (the prestige package) to keep the stress off of my fianc of doing the paperwork herself. We know how to do it, but I wanted to help her.The **** Petition Coordinator was extremely rude, and I was promised three times (once in email, twice on the phone) that they would assign us a new ***. However, after they told me this, they contacted my fianc and insulted her, and insisted that she apologize to the *** for giving me incorrect information of her interaction with him (GP). I have never encountered a more rude, dishonest company in years. We also has to resubmit our DS-160 online and get a new application ID as the previous one was filled out incorrectly. ************ locked us out of the **** so we could not check the information online. I had to create a new DS-160 application just so we could see it, and worked with the **** office to fix this, We also had to change our password to ustraveldocs.com because they would not give us the password. I received a different person every time I called them with a problem, was told a resolution, then they called my fianc back instead of me just to tell her they backed out on the resolution. They did not tell my fianc how long the medical interview would be and that immunizations would follow after, after I had already purchased round-trip tickets to ****** for her, then I had to buy another plane ticket return because it was too late to cancel or reschedule the return flight. The communication by our *** (GP) was horrible and he did not give us the information we needed. I ended up doing the forms myself anyway for my fianc.The contract stated they would pay for Hotel, lunch, dinner, and coffee. She got the Hotel, but had to pay her own food, so they did not do what the contract stated they would do.

  Customer Answer

  Date: 03/14/2024

  We also had to extend a motel stay because of the medical extension

  Customer Answer

  Date: 03/14/2024

  At this point, because of the verbal abuse by "supervisors" to my fianc, she is afraid of them now.

  Business Response

  Date: 03/22/2024

  We apologize that the service we provided to ******************** & ************* fell short of our expectations and intentions. 
  

  Our Resolution Manager spoke to ******************* after becoming aware of the issue. We now both agreed to a partial refund of $2,500 due to the inconvenience. He was refunded $2,500USD on March 22, 2024. 
  

  ******************** confirmed that he received the $2,500USD refund and that his complaint would be withdrawn.

  We appreciate the feedback and apologize for falling short of the standard we seek to provide our clients. We strive to deliver the utmost care and attention our clients deserve.
  

  
  

  Customer Answer

  Date: 03/30/2024

  I did not receive an email to this before it was closed. Why was this closed, you did not give me a chance to respond, and I most certainly have not received a check from FilipinoVisa yet. Please re-open this case until it is properly updated.

  Customer Answer

  Date: 04/02/2024

  What is going on here and WHY did you close this complaint? Why do I have to open another complaint about the very same thing?????? Why are you closing these for nor reason? I did respond when you told me you closed it. Please re-open this complaint until it is reoslved.

  Customer Answer

  Date: 04/09/2024

  Thank you, I received the check today, and I am satisfied this complaint is resolved.

• Initial Complaint

  Date:01/02/2024

  Type:Product 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.

  On 01/24/2022 I signed an agreement with ******** **** to help my fiance and me with filing a CR-1 **** with ** immigration (USCIS). I paid them $3,280 for their services.Per that agreement, ******** **** was to assist us by providing all the necessary legal forms to submit to USCIS, plus provide full telephone and email support throughout the entire process until completion.In fact, we have received minimal support. Instead, my emails were repeatedly ignored, such as emails going unanswered or even acknowledged for several weeks, even months at a time, by both our assigned case worked and the vice president of the company. In addition to that, we later found out that the forms that they were using are obsolete, plus some of the forms are outright wrong for our **** type. Had these forms been filed with USCIS, they would most likely have been rejected, setting our case back by months.At this point, given their lack of support and their incompetence on basic immigration issues (like what forms to file), I have requested a full refund, as I have lost all confidence in them. I have not yet received a response to my request (will update this when I do).***********************************

  Business Response

  Date: 01/08/2024

  To Whom It May ****************** appreciate the opportunity to address the concerns raised by *************************************** and acknowledge the importance of transparency and communication in our client relationships. Our goal is to assist clients seamlessly through the **** application process, and we deeply regret any inconveniences ******************** may have experienced during his engagement with *************.
  
  Upon reviewing ************************ complaint, we recognize that there were lapses in the communication and support provided during the ***1 **** application process. We understand the frustration caused by delayed responses to emails and the use of outdated forms, and we sincerely apologize for any inconvenience this may have caused.
  
  In light of ************************ request for a refund, we promptly initiated efforts to address his concerns and find a resolution. Our Billing Manager, ********, engaged in a constructive conversation with ********************, ultimately resulting in a refund of $2,780.
  
  It is important to note that ******************** agreed in writing to withdraw his BBB complaint after the resolution and expressed satisfaction with the outcome. We are grateful for his cooperation in reaching an amicable resolution.
  
  Regarding the issue of communication lapses and the use of inappropriate imagery, we recognize the need for improvement in our processes. We understand that timely and accurate communication is essential in the **** application journey, and we are committed to enhancing our systems to ensure a smoother experience for our clients.
  
  We appreciate ************************ feedback, which serves as a valuable opportunity for us to learn and grow as a service provider. ************* remains dedicated to continuous improvement, and we assure our current and future clients that we will take proactive measures to prevent similar situations in the future.
  
  We extend our sincere apologies to ******************** for any distress caused during this process and express our gratitude for his cooperation in resolving the matter.
  
  Thank you,
  
  Togetherlight **** (*************)
  
  
  

  Customer Answer

  Date: 01/08/2024

   
  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:06/08/2023

  Type:Order 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.

  In April of 2021 I entered into a contract with ******** **** on line. I paid for the premium package of $ ******** up front. I told on the phone, if for any reason we did not complete the process, I would be reimbursed the balance of services not performed. My ******** broke up with me in April of 2023. I called to cancel the contract. I spoke with ****** on June 4, 2023. I asked for the refund. She told me they were not going to give me any refund. Only a small portion of the contract was completed. We only submitted the application and were waiting on the 2nd Notice of Action from USgov. I will copy and paste the contractual promises below.**** Premium ( 1 payment of $3,180)Full Fiancee or Spousal **** Application With On-Ground ****** Lady ****** Pack and Premium Support (up to 2 children included.) ***Full K1 Fiance or Spouse **** Application and Adjustment of Status applications completed and submitted by our Filipino**** in house expert (GREEN CARD) K2 and Adjustment of ************** for up to 2 children included An educated Filipino**** member will be on the ground to provide assistance during medical exam and interview.Filipino**** team to arrange logistics, appointments and other coordination requirements for the lady for 1 day.1 hour couple consultation with our Romance Consultants to review step by step instructions on how to get married in ***************. Topics can be: tips and advice and research for travel planning, venue selection, engagement ring online etc.30min Consultation w/ *****/ ***** will focus more on the advice after the marriage or like the typical attitude of the lady ***** supporting the immediate family etc.FREE sessions of mock interviews for the lady to understand how the embassy interview might go.Couples tshirt / ****** book.The premium package also included:We will work with you in ** through the green card process until you receive your green card.The only service completed I have marked with ***.

  Business Response

  Date: 06/17/2023

  To Whom It May ***************** have reviewed the complaint from ****************. We do our best to make sure every client is successful with their **** application. We understand that the **** application can be complicated, tedious, and time-consuming.  Furthermore, we acknowledge and respect the fiance of ****************' decision to discontinue the **** application after the **** petition was finished and their application was sent to the ** government for approval. 
  

  We deeply regret that **************** was not given a thorough explanation of the contract.  As a result, *********, our billing manager, communicated with **************** and got his approval for a partial refund of $1,000 in the form of a check.  
  

  After the call with our billing manager, **************** agreed to withdraw his complaint and the matter had been resolved.  
  

  Again, we apologize for the inconvenience caused by the confusion surrounding our service offering requirements.  We are sincerely grateful to **************** for working with ** to resolve this matter.  

  Also attached is the Cancellation and Refund Agreement electronically signed by *****************

   

  Thank you,

  Filipinovisa.com
  

  
  

  Customer Answer

  Date: 06/20/2023

   
  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,
  
  ***********************