Complaints

This profile includes complaints for The Passport Station Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Passport Station Inc

  7440 SW 50TH TERRACE SUITE 106 Miami, FL 33155

• 

  The Passport Station Inc

  5455 SW 8th St Coral Gables, FL 33134

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:11/18/2022

  Type:Sales and Advertising 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 $100 each to book a passport appointment I paid $300 for 3 appts. Then ************ passport place said it is FREE TO SCHEDULE APPOINTMENT. I FEEL PASSPORT STATION MISREPRESENTED THEMSELVES and accepted $300 under false pretense and deserve a reimbursement. I think it should become public knowledge that they steal your money

  Business Response

  Date: 12/05/2022

  Hello ******

  
  

  Thank you for taking my call today 

  
  

  The 2 emails we just sent you, are the emails we sent to the customer ********************************  You can see we clearly state our terms and conditions on the bottom of the email, where it states: 

  
  

  "The Passport Station is a private Company.  We are NOT affiliated with the government, *********** or Passport facilities.  If you wish to do the passport process on your own, you may do so by contacting them directly. Our Fee is for Consulting Services"

  
  

  Also as it was mentioned in our phone conversation, we also disclosed our terms and conditions verbally. 

  
  

  ****************, stated she had a hard time finding an appointment on her own because of her work schedule and her kids' school schedule.  She called us 3 times prior to making the decision on making the appointment for November 18th @ 3:15 PM, stating that she needed our help with the passport process.  We kindly and happily started working with her, answering all questions and advising her that she needed to have birth certificates (original or certified copy) for her kids.  She stated she didn't have the birth certificates and that she didn't have to provide the birth certificates for the kids first passport.  We advised her that the birth certificate was a must and it is the ********** of ***** requirement.  Also, we tried to accommodate her and tried to work around her schedule and her kids schedule 3 different times, until we were able to find her the appointment at 3:15 PM on the above stated date.  She agreed with all terms and conditions. She was even advised before she made the payment to us, to look us up to confirm we are a legit company, which we are.  She called us back and said, i feel comfortable making the payment and working with your company.

  
  

  As she stated on her complaint, the appointments are free and they are indeed.  Our work is what we charge for.  She paid for consulting services.  We are a profit organization, which means we charge for our services.

  
  

  Also, on the second email where we confirmed we received the payment and that her appointment was confirmed, we have the following Important notice:

  
  

  IMPORTANT:
  

  If late (10 MINUTES AFTER THE APPOINTMENT TIME). A $50 Late Arrival Fee Must be paid before entering the appointment. If you arrive After 11 Minutes from the appointment time or if it's a No show, A new appointment must be rescheduled and the fees must be paid in full again.

  
  

  She was 14 minutes late, stating she hit every school zone.  Though we cannot control and tell people how to prioritize their time, she should have picked up her kids way in advance to make it on time to the appointment.  Therefore, based on our terms and conditions, she owes us $150.00 for being more than 11 minutes late.  

  
  

  Last but not least, on the 2 emails we sent ****************, we clearly advised her to fill out the Passport Application forms by clicking on the link for the ********** of *****.  She showed up with no applications filled out, which caused to take longer by filling out the forms by hand, as a result the center closed later than the time they were supposed to.

  
  

  No refund is due.  

  
  

  All of our customers are aware of our terms and conditions and the way we operate.  They understand there is a fee if one is using our service and they have the choice to do the process on their own.  Nothing hidden on our part

  
  

  We hope this information is sufficient to close this case satisfactory 

  
  

  If you have any further questions, please feel free to call us or email us 

  
  

  Kind Regards 

  
  

  The Passport Station

  
  
  

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18437197
  
  I am rejecting this response because: the late fee is a trick on their behalf and people should know that The Passport Station has figured out how to scam people out of their money. Non refundable with the impression it would be applied to balance. I plan to tel everyone at every hospital that I work to never use them. The BBB is to help consumers and not believe their manipulation of how they pocketed $300 for free appts. 
  
  Sincerely,
  
  *******************************