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:06/17/2025

  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 1/27/25, I paid 2 invoices - $495 for the registration of my sons birth and $990 for the registration of my marriage * I then mailed the required documents to the ********************* I received no updates after this time until the Miami consulate contacted me on 6/9/25 saying they denied the birth certificate because it wasnt the right form * I immediately contacted ITAMCAP about this and ***** ignored all of my emails * the front desk then told me that I sent the wrong form and they have no idea why none of their staff looked at it before sending to the consulate * they then proceeded to send me an invoice for $1305.00 to do this all over again (noting that the birth certificate registration was now $990, not $495 as I had already paid)* I told them I wasnt paying the invoice as I already paid them and they didnt do the job right * they have now stopped responding and I will be left to do this by myself I want a refund of my $495 since they did not complete the job and I want other customers to know how this company is run.

  Business Response

  Date: 06/30/2025

  Dear Ms. ***************** you for the opportunity to respond to the complaint submitted by Ms. ******* ******.
  First and foremost, we recognize and sincerely regret the communication delays and confusion experienced by the customer during this process. We take all customer concerns very seriously, and we are committed to providing the highest standard of service and transparency at every stage of our work.
  Upon learning of the issue with the consulates rejection of the birth certificate, our team promptly attempted to reach out to Ms. ****** to offer a solution and to assist in correcting the situation at no additional cost to her. We acknowledge that prior to that point, our internal handling of the document review process did not meet our usual standards, and we have already taken steps to improve oversight and internal communication to prevent similar issues in the future.
  Please note that at no point was there an intent to ignore the client. Rather, the matter became momentarily delayed due to the internal reassessment of the steps required to reprocess the application. We understand how this may have caused frustration and confusion, and for that we offer our sincere apologies.
  We have already contacted the client and offered to complete the service in full without requiring any additional payment from her, despite the increased consular fees that now apply. We remain fully committed to completing the registration of her son's birth correctly and efficiently and hope this will resolve her concerns.
  We respectfully ask that the BBB take note of our good faith efforts to resolve this matter, and of our offer to continue working with the client at no extra cost to ensure the successful completion of the service originally contracted.
  Should Ms. ****** prefer a refund rather than continuation of the service, we are open to reaching a resolution in a spirit of mutual understanding.
  Please feel free to contact us with any further questions or to facilitate communication between the parties.
  Sincerely,

  ******* *******

  Customer Answer

  Date: 06/30/2025

   
  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. The owner, ******** has agreed to personally assist me in seeing this process to completion and I accept that as a resolution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/31/2025

  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.

  I contracted with ITAMCAP in March 2024 for their ********************** Italian citizenship program. Before signing, I was told explicitly and in writing that if I was found ineligible, I would receive a full or even double refund. Based on these assurances, I paid $3,880 over the course of eight months.Despite submitting all requested documents and actively participating in the process, ITAMCAP failed to inform me of key legal changes in ***** that impacted my eligibility. I only learned I was likely ineligible in March 2025 after I reached out to them. They continued collecting payments and advertising guaranteed outcomes, even while knowing that eligibility standards had changed.When I requested a refund on May 2, 2025, they refused to honor the written guarantee. In addition, their service was marked by unprofessional conduct: canceled meetings without notice (e.g., a meeting on April 3, 2025 was canceled just 17 minutes before start time), lack of follow-up, and failure to provide proactive updates. Their promotional emails from ******** also contained misleading claims.I believe ITAMCAP violated multiple provisions of Floridas Deceptive and Unfair Trade Practices Act (FDUTPA), including misrepresentation, breach of contract, and negligent miscommunication.Numerous consumers have described similar experiences in ******** groups and on Yelp, while critical ****** reviews appear to have been removedsuggesting potential review manipulation.I am requesting a full refund of $3,880, consistent with the guarantees ITAMCAP made before and during the service ********* documentation includes Signed contract Timeline of interactions Promotional emails and guarantees Refund request and company response Internal Airtable record showing my compliance Screenshots of canceled appointments and correspondence

  Business Response

  Date: 06/06/2025

  Response to BBB Complaint ID #********
  Business: Itamcap, LLC
  Complainant: Mr. ******* ****-********
  Dear Mr. *********************** you for taking the time to share your concerns. We sincerely regret that your experience with our company did not meet your expectations and appreciate the opportunity to respond.
  First and foremost, we acknowledge your dissatisfaction and sincerely apologize for any inconvenience or frustration you may have experienced during the course of your interaction with us. We are committed to providing transparent, responsive, and ethical service to every client, and we regret that you did not feel adequately supported.
  You enrolled in our ********************** program in March 2024. At that time, the legal framework governing Italian citizenship iure sanguinis remained unchanged, and based on your ancestral documentation and the information provided, your case appeared to fall within the established eligibility parameters. Our service included genealogical research, document procurement, professional consultation, and continuous case tracking via a shared Airtable dashboard to ensure transparency.
  Unfortunately, in March 2025, the Italian government enacted Decree-Law 36/2025, later converted into law, which significantly altered eligibility requirements for citizenship by descent. This change impacted a substantial number of applicants, including your case, and was widely condemned for its retroactive and discriminatory implicationscurrently being challenged in court.
  We regret that this legislative shift occurred during your process and fully understand your disappointment. However, it is essential to note that this development was outside of our control, as it was not foreseeable at the time of your enrollment or during the majority of the service period.
  You reference a written guarantee of a refund in the event of ineligibility. Please allow us to clarify: our contractsand promotional materialsexpressly state that eligibility is assessed based on information provided by the client and applicable law at the time of service, and that no outcome can be guaranteed once the case is submitted to foreign authorities.The documentation we have on file indicates that you were eligible under the legal framework in place at the time of your enrollment.
  Further, any internal discussion about extraordinary refunds or case-specific arrangements would require written confirmation from our legal department or senior management. If you have documentation explicitly promising a double refund regardless of legal developments, we kindly ask that you forward it so we may review it further.
  We acknowledge the canceled appointment on April 3, 2025,and sincerely apologize for the short notice. This was due to a scheduling conflict involving our legal team, which we understand was frustrating. We recognize the need to improve our notification protocols and follow-up procedures, especially during periods of high client volume and external legal disruptions.
  Regarding your concern about misleading promotional materials, we wish to clarify that no part of our communication guarantees the issuance of a passport or recognition of citizenship, and all marketing materials include disclaimers about the reliance on foreign governmental processing and eligibility criteria. Nevertheless, we are currently reviewing all of our external communications to ensure maximum clarity and regulatory compliance.
  As for review removals, please note that we do not engage in the deletion or manipulation of reviews. Any reviews removed from ****** or other platforms may have violated the platforms content policies, which are outside our purview.
  While our Terms and Conditions do not provide for refunds under circumstances arising from legislative changes outside our control, we are suggesting you change your application and services toward a judicial process and we are willing to consider a substantial discount on such judicial application process, which remains a possible legal path and is currently being pursued by clients similarly affected.
  We kindly invite you to contact us directly at *********************************** or call us at ************* to schedule a meeting with one of our legal advisors. We remain committed to working with you toward a fair and amicable resolution and would like to explore all possible avenues with you personally.
  We value your feedback and the trust you placed in us, and we deeply regret that external legal changes interrupted your process. Please rest assured that your concerns have been shared with our management and legal team for further review, and we remain fully open to dialogue.
  Thank you again for bringing this matter to our attention.
  Respectfully,
  ******* *******
  CEO, Itamcap, LLC
  ************************************************************ | ******************************

  Customer Answer

  Date: 06/22/2025

   
  Complaint: 23401707
  
  I am rejecting this response because:

  
  Thank you for your response. Unfortunately, it does not address the core issues in my complaint and instead deflects responsibility for a failed customer experience.

  
  * Refund Promise: I was explicitly told in writing that if I were found ineligible for Italian citizenship, I would receive a full refund. That guarantee was central to my decision to move forward. ITAMCAPs response now walks back this promise by framing it as conditional and vaguely worded a troubling shift. I am attaching the we offer a double money back guarantee emailed statement from Dr. ******* ******* that was pivotal to my decision to work with ITAMCAP (see the penultimate paragraph on page two). Indeed, I specifically replied to this email from 11/23/2023 on 2/28/2024 because I had been weighing the promises from it for roughly three months.
  
  * Failure to Notify: I did not receive any proactive, personalized communication when Italian law changed in March 2025, as would be expected by an ********************** Package with the promise that We basically take care of everything for you. ITAMCAP knew this would affect my eligibility but failed to notify me. I only discovered the issue six months later, and only because I reached out. This is not just a miscommunication it is a clear example of gross negligence.
  
  * ************ and Privacy Breach: A critical Zoom call was canceled with just 17 minutes' notice. I was also mistakenly forwarded another clients case notes a serious breach of confidentiality. These events reflect a lack of professionalism and quality control.
  
  * ********************* ITAMCAPs advertising continues to suggest guaranteed success, despite disclaimers buried in the fine print. Their current offer to "discount a judicial route" feels more like a sales tactic than a sincere effort to make things right. Similar experiences are increasingly seen in customer testimonials posted on **** and the ************** Dual U.S.-Italian Citizenship.
  
  While I understand that legal shifts were outside of ITAMCAPs control, the failure lies in how they managed the aftermath delaying disclosure, avoiding accountability, and reneging on prior commitments. I stand by my request for a full refund, as promised.

  
  Sincerely,
  
  ******* ****-********

  Business Response

  Date: 06/30/2025

  Response to BBB Complaint ID #********
  Complainant: Mr. ******* *************
  Business: Itamcap, LLC
  To Whom It May Concern:
  We acknowledge receipt of Mr. ************** rebuttal and appreciate the opportunity to provide additional clarification. While we understand his frustration, we respectfully maintain our position that no refund is warranted under the terms of our agreement.
  1. Refund Guarantee
  Mr. ************* refers to an informal marketing email dated November 23, 2023, referencing a double money back guarantee. This message was not a contractual document, nor was it incorporated into the signed agreement executed on March 7, 2024. The binding contract, which Mr. ************* reviewed and signed, supersedes all prior written or verbal representations. As such, any informal promotional languageparticularly when lacking legal specificitycannot override the express terms and limitations of the signed agreement.
  Section 4 of the contract clearly outlines that the eligibility assessment is based on the information and documentation provided by the client at the time of enrollment and that no outcome can be guaranteed once the process depends on foreign governmental decisions. Further, it expressly disclaims liability for legislative changes outside of our control, such as Decree-Law 36/2025, which radically redefined the eligibility criteria months after his enrollment.
  2. Service Fulfillment and Legislative Change
  It is indisputable that, at the time of Mr. ************** enrollment, he and his family qualified under the existing Italian legal framework. Our team provided all contracted services up to that point, including:
  A comprehensive eligibility review based on Italian legal standards as of early 2024;
  One-on-one consultations with senior staff;
  Document guidance and upload to the clients private Airtable portal;
  Strategic planning for the consular pathway until it became unfeasible due to the new decree.
  The Italian legal change in March 2025, later converted into law, significantly restricted eligibilityan unpredictable and external event. Mr. ************* was notified of its impact during the same period when the legal implications were still unfolding. We reject the characterization of this delay as gross negligence. No business can be expected to preemptively alert clients to laws not yet enacted or whose impact was not immediately clear.
  3. Allegations of Unprofessional Conduct
  We do not dispute that a Zoom appointment was canceled on short notice, and we again apologize for that inconvenience. Regarding the alleged confidentiality breach, we take data privacy seriously. Upon internal review, we have found no indication that any sensitive or identifying personal information of another client was exposed. If Mr. ************* believes otherwise, we invite him to forward the material for investigation.
  4. Advertising *********************** materials are consistent with industry standards and clearly state that results depend on the applicable laws and foreign authorities. Nowhere do we advertise guaranteed outcomes without the accompanying disclaimers. Furthermore, we categorically deny any involvement in review manipulation. Reviews are managed entirely by third-party platforms, and any removal is subject to their independent content policies.
  5. Resolution Offered
  We regret that Mr. ************* has declined our offer to transition his case to a judicial proceeding, which remains the only viable path to recognition under current law. As a gesture of good faith, we offered a substantial discount to reflect work already completed and to minimize the clients additional burden. That offer remains open.
  In summary, we delivered services in accordance with the contract, acted in good faith, and continue to offer a legal solution aligned with current realities. We cannot be held liable for legislative changes enacted after service initiation, nor are we under any legal obligation to issue a refund when services were substantially rendered and external causes intervened.
  We therefore respectfully reject the refund demand and ask that the case be considered closed unless the client wishes to re-engage with us to pursue the judicial path forward.
  Sincerely,
  ******* *******
  CEO, Itamcap, LLC

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23401707
  
  I am rejecting this response because:

  I thank ITAMCAP for its detailed response.
  After conferring with state and federal law, I am prepared to stand by the claims that ITAMCAP violated the following:
        FDUTPA *******?(1): deceptive acts (double money back guarantee, false urgency).
        Florida False Advertising 817.40-.41: misleading advertising claims.
        15 U.S.C. 52 (a)(1)(2): federal deceptive-advertising practices.
        16 C.F.R. ***** & *****: failure to disclose guarantee conditions / fake limited-time offer.
  Refund Guarantee and Marketing Claims
  1.     ****************** does not apply here. Having worked in advertising and marketing, I know that this outbound email is an example of owned media. The phrasing Please note that we offer a double money back guarantee was not a word of mouth communication it was associated with the owner of the company in writing in response to a completed intake form. This guarantee came straight from a channel that ITAMCAP owns ************************************** To characterize this as informal marketing is materially misleading and inaccurate. This email was the only (moderately) personalized form of marketing I received from ITAMCAP. Furthermore, the timeline of my correspondence with ITAMCAP has shown that this marketing led to my decision to work with ITAMCAP. Absent the emails double-money-back guarantee, I would not have engaged ITAMCAP. Moreover, this is exactly why the Florida Legislature passed the Deceptive and Unfair Trade Practices Act (FDUTPA). FDUTPA ******* bars deceptive marketing irrespective of later contractual disclaimers. ****** and federal law are very clear that advertising can be deceptive regardless of a businesss intent. Specifically, *******(1) demonstrates that ****** is designed to protect consumers from situations exactly like this one from unfair or deceptive acts or practices in the conduct of any trade or commerce. Furthermore, ITAMCAP is in potential violation of federal deceptive-advertising practices as enforced by the *** under 15 U.S.C. 52 (a)(1)(2).
  
  2.     If ITAMCAP always intended to use Section 4 of the contract in this way, then it is not an ethical business decision to represent itself with a double money back guarantee. The conflict between Section 4 and the double-money-back guarantee is a material deception under FDUTPA. Further assurances from this email included EXECUTIVE FULL SERVICE FOR YOUR APPLICATION (sic) and We basically take care of everything. This email also ends with a THIS OFFER IS VALID FOR 30 DAYS (sic). The 30-day deadline proved illusory, as the identical offer remained available months later. The repeated 30-day clock is a textbook false-urgency tactic. This false urgency violates Florida False Advertising Statutes 817.40-.41 and 16 C.F.R. *****.   
  
  3.     I am not arguing that ITAMCAP is responsible for changes in Italian law (Decree-Law 36/2025). I am arguing that a business is responsible for its advertising and marketing. I am saying that ITAMCAP has a moral, ethical, and legal obligation (per FDUTPA and 15 U.S.C. 52) to deliver a full refund when its owned marketing  which it is wholly responsible for leads consumers to hold certain expectations of timely service, comprehensive legal review, and (most critically) low to zero material risk.
  
  4.     Dr. ******* states that Nowhere do we advertise guaranteed outcomes without the accompanying disclaimers. This is false. I am re-attaching the You qualify for an Italian Citizenship email from 11/23/2023 that was key to my decision. (This document omits pages where I sent my drivers license and other PII).
  
  ********************** ************ Presence
  5.     Negative reviews of ITAMCAP on the Dual U.S.Italian Citizenship ************** routinely disappear, suggesting broader consumer dissatisfaction. ITAMCAP currently has seven people managing its ******** page (see screenshot). Do any of these users also moderate the Dual U.S.-Italian Citizenship page? For BBBs reference, I am attaching two negative reviews of ITAMCAP and relevant comments from the last two weeks. Will these reviews be removed?
  
  Service Fulfillment
  6.     I never once had a one-on-one consultation[s] with senior staff, as Dr. ******* suggested on 7/1/2025. The only time I spoke with any staff members was when I initiated contact. I worked mostly with ***** *********, who is listed as a "Sales Manager on ITAMCAPs website and appears to have no legal qualifications, according to ********. That Ms. ********* was managing my case is troubling. Why did she, without legal qualifications, tell me over the phone that if I continued to work with ITAMCAP, despite Decree-Law 36/2025, that there was a 70% chance of success? Even Ms. ********** title of Sales Manager suggests her motive was to upsell me on ITAMCAP services, which the company continues to do through vague discounted offers of a judicial route in this exchange with the BBB. This exchange has not persuaded me that gross negligence is an inaccurate description of this situation. In fact, it further confirms my position and raises several questions: why was there a six-month delay from the moment of my probable ineligibility to my confirmation of ineligibility? Would I have ever been informed that my case had been specifically impacted had I not reached out? In what way does this dearth of communication conform with the promises of an executive package? While gross negligence carries a specific legal meaning, ITAMCAPs handling of my case was plainly negligent.
  
  7.     The assertion that services were substantially rendered is false. ITAMCAP did less than the bare minimum of collecting birth and wedding certificates. If there was any Strategic planning for the consular pathway this was not shared with me through email or Airtable.
  
  Unprofessional Conduct
  8.     I am attaching a screenshot of a citizenship questionnaire form that ITAMCAP forwarded to me on 5/16/2025. This email contained personal information for another client. I am attaching a blank 2025 Application Form to show the type of information that is present on this form. This form is also available through this ****** Docs link: ***************************************************************************************************. This is clear evidence of mishandled data.
  
  9.     Given ITAMCAPs limited responses and attempts to upsell me, continued engagement is untenable. It is troubling that ITAMCAP continues to try to upsell me with a transition to a judicial proceeding  which several sources online say has a very low likelihood of success. A substantial discount could mean anything no specific figures were offered. Also, why did it take working through the BBB to receive a response from ITAMCAP to a formal request for refund that I sent on 5/2/2025?
  
  
  In summary, ITAMCAP misrepresented its process, legal team, and success rate through its advertising and marketing. Explicitly connecting its services to a double money back guarantee would mislead any reasonable consumer. ITAMCAPs offer of a judicial route is not a good-faith effort at making this right; it is an upsell. This is the exact situation that Florida Statute ******* aims to prevent:
  **********************************************************
  As recent online reviews confirm, this is not an isolated issue. ITAMCAP has caused material harm to multiple consumers and is exposed to civil penalties under ******* of up to $1,000 per deceptive statement (maximum $25,000): ****************************************************  
  
  As such, I stand by my request for a full refund of $3,880 within 10 business days.
  Absent payment, I will (a) file a FDUTPA claim in *******************************, (b) seek statutory damages up to $25,000 under *******, and (c) recover attorneys fees per 501.2105.
  Issuing the refund will enable us to conclude this matter amicably. Payment can be remitted by *** (details available upon request) or by check mailed to my address on file. Upon receipt, I will consider the matter resolved and withdraw my BBB complaint and any pending complaint or legal filings.
  
  
  
  Sincerely,
  
  ******* ****-********

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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.

  Wife and I needed an extension/renewal of our Italian passports. Contacted this company January 2023 and they advised us they would be able to secure new passports within 6 weeks. I paid then $990.00 . It is now November 2023, 11 months later and they have still not secured a meeting with the Italian Consulate. I will get the passport the next time i am in *****. A couple of weeks ago I requested a refund of the $990 i paid and have not received a response to my request. requested a refund

  Business Response

  Date: 11/15/2024

  Thanks for your message.

  Please note that we processed your reimburse BEFORE you submitted your complain.

  We would appreciate if you could withdraw it

  Regards

  Customer Answer

  Date: 11/15/2024

   
  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:11/08/2024

  Type:Customer Service 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 contracted with ITAMCAP in February 2023 for a full-service program to obtain dual citizenship. Per the contract, they were to assist me with getting a consulate appointment. They never even ******** any event, as per the contract, they guarantee citizenship: "if by any chance, based on the laws valid and current on the day this agreement is signed, and on the data contained in the application prepared by the Client, this one is found not to be eligible for an Italian Citizenship, the Consultant will reimburse 100% of the fees charged, less the cost of the documents obtained to that point (established at $ 245 per certificate, $ 195 per Apostille and $ 90 per page of translation)."While the law has not changed, Italy has released a circolare clarifying the law re: minors in your line, and thus I am no longer able to get citizenship. However, I paid in full and the company is unresponsive, merely sending generic emails that they're looking into it.I am entitled to my refund and any documents they procured on my behalf.

  Customer Answer

  Date: 11/12/2024

  I would like to withdraw this complaint as the company is seeking to address the issue

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair 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 hired this company as they told me that they would be able to complete my file for italian citizenship within 9-12 months. It has been well over 18 months now and everytime I call, they complete one small action to complete my file, but it has yet to be complete. They never call back when I ask them to and they always say that their supervisor is in a meeting when I call, never responding to my queries. They have moved me over to a new Junior manager and the service has been horrible. I paid nearly $10,000 for this service and it has caused me more stress than anything. I would like a refund.

  Business Response

  Date: 10/30/2024

  Each client enters into a contract that establishes the rules governing the business relationship. Nowhere in the contract do we guarantee a specific timeframe, as the certificates required by the Italian authorities are subject to the processing periods of various U.S. or Italian ********************** Upon receipt of each certificate, we update the status of each client, who, as per the contract, is responsible for monitoring their progress through a dedicated link provided at the time of signing. This link serves as our primary communication channel, where clients can find all pertinent notes and updates related to the work performed on each document.
  It is not possible to definitively predict the duration of this process, as each case is unique. In this particular case, it appears that the clients grandmothers birth was either never registered or not registered timely with the competent office. This necessitates a delayed birth certificate registration, a circumstance that was beyond our knowledge at the outset and resulted in an unavoidable delay in the overall process.
  The timelines provided during the sales process are presented as estimates, given that they are contingent upon the responsiveness and availability of civil registry offices in both the ************* and *****. Additionally, it is important to clarify that the estimated 9-12 month timeframe pertains solely to the preparation of the case file and not to the final acquisition of Italian citizenship. Once the case file is prepared, further waiting is required for the consulate to schedule an appointment for document review or for the municipality to verify the submitted documents prior to granting citizenship.
  It should also be noted that, over the past 20 months, you have exchanged a total of 67 emails with our team, in addition to phone calls, all of which were promptly addressed.
  In our most recent correspondence, we offered to prepare a new case file for you, allowing you to proceed independently of your father and brother, and offered to arrange certified translations in ***** at no additional cost, an offer which you accepted. Therefore, we were surprised to learn of your complaint submitted to the BBB. We stand by and reiterate our offer, as we remain in full compliance with the terms and scope of our contract, which is why we regret to inform you that a refund cannot be issued.
  Regards

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not satisfied, I have worked with them on this matter separately and feel like there is nothing I can do. 
  
  Sincerely,
  
  ****** ****