Complaints

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

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• 

  PassportsAndVisas.com

  Cherry Hills, CO 80111-2842

• 

  PassportsAndVisas.com

  Washington, DC 20006-3436

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:09/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently applied for passports for my two youngest children. After paying for passport processing including expediting fees to make sure the passports came back in time for my travel date, I received a letter from the passport office stating that the person who processed my paperwork at the post office made a mistake with the paper work. Resulting in my whole family having to make another trip to the post office and paying even more rush shipping fees. I called the passport office this morning and was told in short that in order to recieve the passports I need to once again take my whole family to a passport office that is somewhere in the **********************. My family lives in Brooklyn ********. Besides the fact of that being a ridiculous amount of distance to have to cover to get the passports I'd also have to take time off of work, to go handle something that wasn't even my mistake to begin with. My flights are paid for and leave in less than a week. I need help to get some answers this is completely unacceptable for any government agency

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased expedited passport. I am attaching the following:1. The page that was supposed to show my receipt.2. The page showing my account. 3. A screenshot showing the payment

• Initial Complaint

  Date:08/23/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Paid for expedited passport renewal service $217.00. No customer service, no way to contact a rep, calls aren't answered, emails are returned non deliverable. Checked the status of the passport and it doesn't align with what they told me originally. Fraud company -

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 April 20, 2023 I placed an order with passports and visas to receive an expedited passport. I paid $414.95, and not even 20 minutes later I called to cancel my order. The person I spoke with on the phone did let me know there would be a cancellation fee of $50 and that the refund would take 14 business days. After 14 business days I called back and they said it might take a little more time and so I called a week later and they let me know it would be pushed up to an urgent refund. Since then, I have been trying to get in contract with this company several times a week and no one answers or if I am lucky and get ahold of someone, they tell me the same thing, that it would get pushed to an urgent refund. The last time I spoke with someone on the phone was June 23 and I told them I needed to speak to a manger and once I got transferred to a manager I was put on hold and was hung up on and then I started to send emails. I have not been able to get with someone on the phone for weeks now, no answer. I have logs of me being on hold for almost an hour several times. This company claims they are available 5 days a week rom 9 am EST to 5 pm EST Monday - Friday. Along with their email "You can contact us via email at ***************************************** We strive to answer email efficiently, so expect a response within 1 hour between 9 am EST to 5pm EST Monday - Friday." Is what they claim on their website. However, with these two claims, this is the worst customer service I have ever experienced. I am lucky if I even get the chance to speak to someone. I honestly just want my refund. I want to be done with this company and I am done wasting my time.

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 husband is active duty in the navy and had a deployment coming up. He needed a passport quickly so he used passports and visas.com. We paid $488 for services. He was then taken of deployment due to me giving birth in two weeks so we cancelled the passport and requested a refund. They told me that there is a 24 hr cancellation policy which is not listed anywhere on the website. And refuse to speak to me when I try to call and ask about it. Ive been hung up on twice after being put on hold. They stole $488 from us for services that were cancelled.

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 provided documents to Passportsandvisas.com to expedite my passport for urgent travel. They charged me upwards of $600 and did nothing. My documents were returned to me without explanation, and when I tried to call the company for an explanation or refund, I waited on hold for 20 minutes only for the representative to pretend to transfer me and then hang up on me. My emails to them have not been returned.

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 placed an order with Passports and ****s.com for an expedited passport . They advertised that the **** can be done in 24 hours prior to payment. Upon payment I was advised by my case manager *************************** that it was actually a week and that I would not be able to get the passport in time for my ************ would be getting a refund. I did not receive the refund despite multiple emails to the company. I spoke to a company representative who assured me that a refund was in process and would be remitted in **** business days. It has been over a month and still no refund. I am left with no choice but to file this complaint.

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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: May 1, 2023 (order # *******)Account Manager Assigned to me: *********************** (******************************************)Contact phone: ************ ****************** Team contact phone: ************ Amount of Money Paid to the Business: $421.95 Paid for expedite passport renewal - 9 business days option Business committed to provide me with: 9 business day option to renew my passport.Nature of Dispute: I want a full refund of $421.95. I cannot get anyone or my account manager to return calls or emails. When I finally get an account manager on the phone they tell me they will provide a full refund. However, they never give me a refund! Can never get anyone on the phone. All I get are lies and more lies. This is a fraudulent company, totally scamming innocent people who are trying to get passport renewed.The business has NOT even tried to resolve my problem: All they do is lie and now refuse to provide a full refund! They stole my money! I want a full refund!Order number: order # *******, purchased May 1, 2023.I want a full refund!my trust pilot review: *********************************************************

• Initial Complaint

  Date:06/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 $390 on 05/18/23 for a 12 business day 3rd party walk through for a passport to PassportsandVisas.com. They acknowledged receiving the documents and that was the last we heard from them until 14 business days later I was able to close our case and have our documents sent back to us without them ever trying to get the passport. Our trip had to be cancelled and PassportsandVisas.com never answered one email or voicemail begging them for information or help. It is almost impossible to reach someone on the general phone line and when I did, they were of very little help without answers that could give information. They simply said they would connect me to my representative (*********************** in Denver) or to a manager. When transferred I was connected to voicemail or disconnected. When pleading for help the only recourse offered was to call or email my representative or send an email to **************************************** even after I explained I had been doing that for days to no avail. I have never dealt with a more non responsive business. I feel so fortunate to have received our sensitive documents back at all. They took our money, did not get our passport, and then did not answer one phone message or email. Consumers must be warned about them. They ruined our summer vacation, gave us tremendous grief and we got to pay them $390 for that.

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27, 2023, I paid $628.90 to Passportsandvisas.com with their promise that they would deliver my daughter's passport within 12 days. The main problem with this business is their lack of communication. They don't give you all the information at once. Another big issue is that it's hard to contact them when you need to. I paid an extra $100 to have a "concierge" to help me process my daughter's passport more smoothly, but she basically did nothing. During times I needed her, I would call her multiple times but she never answer her phone, not even once, and her voicemail is full. Calling the call center yields the same result. Out of all the calls I made to their call center, only 1 was answered and it was cut short as well. They set up a passport appointment for my daughter 2hrs away from us and didn't give us further instructions as to what to do next. I called the concierge again multiple times, which, again, she didn't answer, so I tried the call center. I was on hold for 40+ minutes from the call center and no one answered my call. That's when I decide I'm cancelling my order from them and just expediting through the post office. A few days later, they even had the audacity to email me and blame me for everything that happened. I have never been treated as poorly by any company I have dealt with, considering the amount of money I have paid, too!