Complaints
This profile includes complaints for CIBT Visas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/16/2023
Type: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 used CIBT twice in 2023 for a **** to travel to *****. On both occasions, I sought a 10-year (* type) **** to *****, under the high-level talent program. In June, I was told that You should file under *, Academic Exchanges. I did this, and I received a 90-day, single entry (* type) ****, which was a disappointment. I tried again in November, and I followed the same instructions, but my contact in ***** (not CIBT) told me that I need the confirmation letter for high level talents which she helped me to obtain. My assistant helped me to assemble the package of documents to send to CIBT and retained a full copy of all submitted documents, which included this letter. I again received a 90-day, single entry ****, not the 10-year **** that I have been trying to obtain. I emailed CIBT about this, expressing my disappointment. Communications were taken over by ****** ********, who claimed that I had not submitted the letter, contradicting the records we keep (a hard copy of everything submitted). The responses I received from ******** were unhelpful, and she stonewalled and refused to admit that CIBT provided incorrect guidance on this. They should have provided me guidance for the * **** on both submission: on the first occasion, they didnt tell me that I needed that document for an * ****, and then after my colleague in ***** informed me of this requirement (not CIBT), CIBT went ahead and filed for the * type but providing the documents for the * type, so I was only given the * type ****. I sought resolution with CIBT by asking CIBT to resubmit the **** and charge me just consulate fees, waiving CIBT fees this was denied, telling me that it was all my fault. I felt that this was incorrect and an unprofessional response. I need this 10-year * type ****, so the >$1000 I have spent have been wasted. Given the frustration, poor client care, stonewalling, unhelpful interactions, I would like a refund, so that I can take my business elsewhere.
Business Response
Date: 02/15/2024
We apologize for any concerns or confusion during your ********** application. In order to review this matter completely if you can provide the order numbers associated with these China requests.
The *************** is the issuing authority and issue the **** based on the documents presented, CIBTvisas is not able to question their decisions and **** issued.
We look forward to hear from you with the Order Numbers that start with US.Customer Answer
Date: 03/01/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 21015078
I am rejecting this response just because the business requested additional information before they could take action. My response is as follows:Thank you for the response. I am aware that you cannot question the decisions of the Chinese consulate, but my complaint was that CIBTvisas twice gave me bad advice, didn't properly review the documents, claimed that they didn't receive a copy of the required letter (which we dispute based on a duplicate hard copy of the submitted documents - which CIBT did not track) and was incredibly rude.
In the last month, I was able to obtain my ten-year **** from a competing company, with no problems at all, on the first attempt. But that cost me another $600.
I would still like the refund from CIBT for the poor handling of this matter. The two order numbers are in the invoiced I provided to BBB and are as follows:
US2425575
US2340966
Regards,
***** ******Customer Answer
Date: 12/05/2024
Hello,
I sent to CIBT a final request for resolution, using an email address that I found online, and I finally, one year later, received a response. Over the last few weeks, they continued to discuss with me the problem, and they eventually refunded the cost of the **** that I had complained about. In other words, we reach a satisfactory outcome, which pleases me.
thank you for your assistance,
*****
Initial Complaint
Date:11/07/2023
Type: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 applied **** through CIBT ****, and purchased insurance for ***** deliveries to mail back my passports. I purchased the delivery insurance through CIBT ***** It happened that my passports did get lost, ***** delivered them to a complete wrong address and signed by someone that was not me, not my husband, nor any of our neighbors ( we knocked on the doors for each neighbor to ask if they signed a ***** package). So I called ***** to solve the issue, but they said they will ONLY talk with the shipper, not to recipients. I called CIBT visas for multiple times, each customer ********************** gave me different answers, but all of them kicked me like a footballs as if this is not their concerns. They did open a claim for me with *****, but the claim had been opened for over a month, and still no updates. I called CIBT **** again, no one can help me. I kept hearing response from customer ********************** agents that wait for someone to contact you and I waited for over a month!!Business Response
Date: 02/15/2024
We sincerely apologize for the issues you encountered when using CIBTvisas for your China visas. In reviewing this request and issues with ****** in good faith we have refunded $516.60 to your card on file as of today.
We hope that you consider using CIBTvisas again for your future **** needs.Customer Answer
Date: 03/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*******************Initial Complaint
Date:11/07/2023
Type: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.
Reference: US2419849 I hired this company to process my **** to ***** a week ago. They filled out the application wrong. I asked for a multiple entry **** * **** and they put in their file single entry, Z ****. I have been trying to get them to correct the issues for 3 days and I can't get anyone to solve the issue. Customer ********************** said that they have no power to do anything. I might lose my trip to ***** because of this situation, the issue is still ongoing. I will incur travel cancellation fees, if they can't provide the **** before November 27th.Business Response
Date: 02/15/2024
We sincerely apologize for the concerns you had with your ***** application. The ***** consulate issues the **** based on the paperwork submitted and not directly related to the **** type on the application. With this submission that approved the single entry Z (work ****) as appropriate to documents submitted.
We apologize for any miscommunication.Initial Complaint
Date:09/29/2023
Type: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.
CIBT sent me an email stating that the cost for two VISAs to China would be $450 each plus fees--which we knew to be fairly nominal. During our initial phone call, ***** said we would pay over $1,700. We instantly cancelled the service. They charged us almost $800. They had promised services for the fee. Nearly $800 is a bit steep for the 10 minutes or so he and then his supervisor spent on the phone with us. We have no idea how it went from $900 to nearly double that.Customer Answer
Date: 10/06/2023
The business has resolved the issue. Thank you.Customer Answer
Date: 11/02/2023
Date Sent: 10/6/2023 2:08:28 PM
The business has resolved the issue. Thank you.Initial Complaint
Date:09/12/2023
Type: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 August 21, 2023, I placed an order (US2380548) with CIBT **** for a *********** I was sent an invoice, which I paid for $297.00, of which $43 was never authorized and immediately disputed. I was told I would get the refund to my credit card when they received my documents (which CIBT confirmed they received on August 31, 2023).The notes from my calls to CIBT follow:Monday, 8/21 - 12:08 pm call lasted 40 mins - ******* - CIBT - will refund the $43 by end of week - should get revised invoice by end of the week.Friday, 8/25 9:39 am call lasted 13 mins spoke to ****. I will get a credit due to me when I mail the documents and the forms are submitted to the consulate. She will email me a copy of the invoice showing that I will be receiving a credit today but when that gets paid back to me will be when they finish their **** process. After no refund to my card, I emailed CIBT for a status on Sept 6, 8 and again today (9/12). No response. I got a new invoice today for an additional $213.77 (for NO REASON), and no mention of the credit I was owed on the new invoice. I am attaching both invoices for your reference. I expect the $43 refunded, the service I purchased in August to be completed without new charges being added to my order. This organization holds my **** in their hands and I feel like they are making up charges as they go. Figure out what you will charge a customer and stop adding fees mid-way through completion of the job I contracted you to handle.Customer Answer
Date: 09/15/2023
Attached is the latest exchange with the company (sent yesterday) - no reply to my request. Thank you!Customer Answer
Date: 09/20/2023
Today, CIBT charged my card the additional expenses and has never refunded the $43 owed. Attaching the latest invoice to confirm they collected a second payment on my credit card, and have not received any reply to my request for an update on the $43 they owed me in a refund.Business Response
Date: 02/15/2024
A response was sent to ******. She was charged correctly and the $43 removed before we did the final charge.Customer Answer
Date: 02/29/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 20590311
I am rejecting this response because:
Please send me an itemized invoice with the date this was refunded. It is impossible to tell when this occurred, as there has never been confirmation or communication that this was processed. It's very challenging to audit this for accuracy given their invoices changed each time they handled any work - never an itemized full account of all charges sent at the end to demonstrate the date of any refund or write off of charges not authorized.
Regards,
****** *****Business Response
Date: 04/02/2024
Hello *****,
I have asked our customer ********************** management team to reexamine your account to determine the status of your refund. I sent them your latest communication for reference.
Thank you.
Business Response
Date: 11/07/2024
Given a refund of PPRS $43. Done-was refunded prior to closing orderInitial Complaint
Date:09/11/2023
Type: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.
The customer ********************** with this company is awful. Im on hold for 30 minutes at a time, *** requested calls back both in my own and per the suggestion of the customer ********************** representative and I do not receive a call back, there is no follow up, there has been no resolution to the reason Ive called. They are also charging a significant fee and you cannot see the total until you pay.Business Response
Date: 02/15/2024
We apologize we did not provide the service you were seeking. CIBTvisas strives to provide the best service possible for all our customers.Business Response
Date: 03/01/2024
Dear ******,
We wanted to follow up on your complaint. Again, we regret the issues you have been having with our customer ********************** and that the fees associated with your order are unclear. We strive to provide the best possible service, and would like to work with you to resolve the issues you are having. Could you please reach out to ***********************************, Regional Coordinator for Service & Operations at ************************************************************ with some more details about your order so we can work with you to find a satisfactory resolution? Thank you for your time, and again, we regret not meeting your expectations.Customer Answer
Date: 03/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*******************************Initial Complaint
Date:08/29/2023
Type: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 August 3, 2023, I applied for a **** to work in ***** through CIBT Visas. Because the timeline was urgent, I signed up for a 'premium' service that would supposedly give me a dedicated person to guide me through the process. 4 days went by with no response. I finally tracked someone down, and found the information for this assigned person. He was of little help, and as a result, the delay almost made the **** too late. The premium service was a scam. The person assigned never responded to any communication or question by phone or email. Finally I got a notice that he was out and unreachable by phone or email. I was told by many people there that someone would contact me. No one ever did.Business Response
Date: 02/15/2024
We sincerely apologize if our services did not meet your needs for your ***** application. CIBTvisas strives to provide the highest level of service possible for all our customers.
In good faith we have refunded the Premium Services fee of $450. The refund will appear on your card in up to 96 hours depending on your bank.
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