Complaints

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

close

Find a Location

VisaHQ has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  VisaHQ

  1701 Rhode Island Ave NW Washington, DC 20036

• 

  VisaHQ.ca

  300 116 Albert Street Ottawa, ON K1P 5G3

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: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 would like to file a complaint to VisaHQ about a Malaysian visa application for my wife, ***** ***. The order number is ********. VisaHQ received her passport and the documents on Oct 24 (tracking number: **********************). On Oct 26, Kenyatta B***** confirmed via email that he received the documents and will submit them to the embassy the same day. The visa process takes 3-5 business days. After 7 business days, on Nov 6, I email Kenyatta for an update and learned from Brian G****** on Nov 7 that Kenyatta resigned and he will take over the case and mentioned "The Malaysian consulate informed us that we should be getting the passport back around next Tuesday, the 15th." I emailed Bryant on Nov 15 and he asked me to continue to wait. I made 11 calls on Nov 9, Nov 16, and Nov 17. Every time agent says that they can only write a note on the case, promised me that the passport is at the embassy, and a callback but I never receive one. I lost all confidence that VisaHQ submitted my passport to the Malaysian embassy because they could not provide a reference number or any proof of the submission. Here are my requests: 1) Return of my wife's, ***** ***, passport. 2) Reference number or proof of submission to the embassy and proof of Brian's statement above. 3) Full refund of the application cost. 4) If they could not provide the proof of submission dated Oct 26, then they have been providing false information. If so, I would like to request a refund for all the costs related to the trip. I would also consider taking legal action and will contact my representatives because VisaHQ handles sensitive information but provides false information. How can we and other customers be confident that they will not carry out illegal activities with this sensitive information? More regulations of this industry are needed.

  Business Response

  Date: 04/17/2025

  Good afternoon,

  To address the 4 items listed. 1. We shipped the passport back to the applicant. 2. Unfortunately, we do not have reference numbers for embassies. But rest assured, the passport was safe and is now back with the traveler. 3. We refunded the embassy fee and reduced our fee from $139.00 to $25.00 plus return shipping. We feel this was reasonable because we did do quite a bit of work, but the client wanted to cancel after we had already submitted the application to the Embassy. 4. We do not compensate people for trip related expenses based on our service or based on decisions of an embassy to issue a **** or not issue a ****, or based on time it may take to issue a ****. There are too many factors that we cannot control and it would not be something we can do. Below are our terms of service.  

  PLEASE READ THESE TERMS AND CONDITIONS OF SERVICE BEFORE USING VisaHQ
  BY USING THIS SITE, BY SENDING OR DELIVERING YOUR PASSPORT(S), APPLICATION(S), OTHER DOCUMENT(S) TO VisaHQ YOU ACKNOWLEDGE READING AND ACCEPTING THESE TERMS & CONDITIONS AND AGREE NOT TO VIOLATE OUR POLICIES.
  
  By using this site, you convey your agreement with these Terms & Conditions and the Privacy Statement. If you do not agree with the terms stated in this agreement or are dissatisfied with the site please direct your complaints to Contact Us page. Failure to comply with these Terms & Conditions may result in legal action and restriction of your ability to access this site. From time to time, VisaHQ may modify these Terms & Conditions. Please continue to review this agreement whenever accessing or using this site.
  
  Refund Policy. If you cancel the service you may be entitled to a refund. If your passport and other supporting documents were received by VisaHQ and have already been submitted by VisaHQ for processing at the time of cancelation you will not receive any refund; however, if the submission has not been made at the time of cancelation you will receive a partial refund equal to the difference of any fees paid, return shipping charges, and a $25 processing charge. No refunds will be giving for electronic ****s (e-****s) to *******, ******, ***************, *********, *******, *********, *******, **********, *******, *****, ******, **********************, ********, ******, *****, ********, ********, ******************, *****, ********, *****, *******, *******, ******, ******, *************, ******, *********, *****, *********, ***********, ******, **********, *****, **********, ****, *******, **********, ******, ********, ********, ******, *******, *******, **********, *******, *****, ***********, ****, ********, ****************, *****, ******, ******, ************, ************, *********, ************, ***********, ***********, *****, *********, ********, ******, **********, ********, ********, ******, ******, *******, ********************, **************, *************, **********, *******, ****** and ********. If you have not shipped your passport and other supporting documents and wish to cancel, you will receive a partial refund if regarding entry into *********, *****, *****, *****, ****** and ************* (refund is equal to the difference of any fees paid and a $25 processing charge) and a full refund if regarding entry to any other country.
  
  You may cancel by using Cancel/Delete function in your account when logged in or by calling our service line. Notwithstanding the foregoing, all refunds can only be processed back to the same payment used. VisaHQ cannot process refunds for Credit Card payments over 3 months old under any circumstances. In such cases VisaHQ may issue a store credit applicable to future applications submitted through VisaHQ. Credit cannot be applied to applications submitted through other agencies or applications submitted to Consulates directly.
  
  50% service fee will be retained for consultation order cancellations after applications have been processed. No refunds for applications that have been completed.
  
  Processing time. Processing time for ****s and passports quoted by VisaHQ are approximate and based on processing times provided by Consulates and the Department of State under normal circumstances. Processing time should be calculated starting the next business day of the date when the documents are delivered to VisaHQ for "Same Day" and "Next Day" processing options. For other processing options processing time should be calculated starting the day after submission of the documents to the embassy or the Department of State. Consulates and/or the ********************** may request additional documents and may delay and/or deny processing at their discretion without further explanations. VisaHQ will not be held responsible for any delays, cancellations, financial and other losses due to denial or delay in processing. No service fees, embassy fees, courier fees, shipping charges or any portion thereof will be refunded due to delays or denial of service.
  
  Fees and Payments. You agree that your credit card(s) will be billed immediately after online verification takes place. You agree to pay all fees and charges for any products or services offered for sale by VisaHQ or by any other vendor or service provider through VisaHQ. You shall pay all applicable taxes and shipping charges relating to the purchase of any other products or services. Requirements and fees related to the processing of ****s are subject to change, including, but not limited to, embassy consular fees, application forms and documentation required for **** issuance, which are subject to change without notice.
  
  Shipping. VisaHQ uses local shipping company for all its shipping needs unless instructed otherwise. VisaHQ uses standard envelopes and other standard packing materials provided by local shipping company or another shipping company as instructed by a client. Sometimes documents get damaged or lost during shipping. VisaHQ is not responsible for any damage or loss that occurs while the product is in client's possession or in transit. VisaHQ strongly encourages its clients to use shipping services that provide real time tracking of packages in transit. VisaHQ is not responsible for any failures or mistakes by shipping companies to deliver, deliver on time, track, locate, and keep safe, any and all packages. VisaHQ cannot and does not warrant any claims or guarantees made by shipping companies as to the quality of service, timely delivery, availability of service, and other claims.
  
  Service description. VisaHQ does its best to correctly describe all services that appear on the website. However, VisaHQ does not warrant that all the statements, definitions, and descriptions are most current, complete, accurate, and error free. Consulates often change their requirements and fees without prior warning and changes can take effect immediately. In an event, shall any description of service or any information on our site become outdated or inaccurate, you agree to hold VisaHQ harmless. You will not hold VisaHQ responsible for any and all inaccuracies or mistakes in service descriptions, prices, processing times, processing dates, and other information provided on the VisaHQ website.
  
  Service. Requirements and fees related to the processing of passports and ****s are subject to change without notice. Application forms and additional documents required for **** issuance are subject to change without notice. Consular and **** *************** officials may request additional documentation at their discretion. They may also decline issuance of travel documents, ****, or passport without disclosing the reason for denial. Processing time for ****s and passports quoted by VisaHQ are approximations based on normal circumstances, and are deemed reliable in most cases but are not guaranteed. VisaHQ will not be held responsible for any delays, cancellations, financial and other losses due to denial or delay in processing. VisaHQ reserves the right to decline processing of documents for any reason, including but not limited to incomplete documentation, insufficient processing time, or unusual circumstances.
  
  Privacy. Please direct your attention to our Privacy Statement, by which you also agree to be bound when using this site. Privacy Statement is a part of this agreement.
  
  Communications. By using this site and our services you give VisaHQ your express permission to contact you via email, messaging, or other electronic or non-electronic forms of communication for all purposes including distribution of marketing and promotional materials.
  
  Security. By submitting registration and application forms, you certify that the information you provide is true and correct. You are responsible for maintaining the confidentiality of your User ID (login) and password. You are responsible for all uses of your User ID (login), whether or not authorized by you. You agree to notify us immediately of any unauthorized use of your User ID or password. Please refer to our Privacy Statement that governs submitted & distributed information.
  
  Intellectual Property. This Web site, including but not limited to text, content, photographs, graphics, software applications, is protected as a collective work by copyrights, trademarks, service marks, international treaties and/or other proprietary rights and laws of the **** and other countries. All logos, images, Web site design, text, graphics, software, HTML code used to generate Web pages on VisaHQ, are the sole property of VisaHQ and cannot be copied, adapted, sketched, painted, or otherwise reproduced in any manner whatsoever without the prior written permission of VisaHQ. All other service marks, trademarks, names or logos, individual articles, columns and other elements are the property of their respective owners. VisaHQ is not responsible for other service marks, trademarks, names or logos, articles, columns, and other elements that may be copyrighted or may be the trademarks and/or service marks of their respective owners.
  
  Copyrights and Trademarks compliance. VisaHQ takes all steps necessary to insure compliance with and honoring intellectual property rights of others. You hereby agree to hold VisaHQ free of any responsibility and liability arising from any actual or alleged intellectual rights infringement and agree to notify VisaHQ of any such actual or perceived infringement immediately upon discovery in writing. You also agree to allow VisaHQ enough time to investigate and respond to any such infringement or accusation before taking any legal action.
  
  Indemnification. You shall indemnify, hold and save harmless, and defend at your own expense VisaHQ, its officers, directors, agents, and employees from and against all suits, claims, demands and liability of any nature or kind, including costs and expenses arising out of acts of violation of these Terms & Conditions by you, your employees, agents, sub-contractors, or anyone using your computer/user ID. This requirement shall extend to claims or liabilities of any third parties arising out of the use of any patented or copyrighted information or for any other reason. You agree to pay any and all costs, damages and expenses, including, but not limited to, reasonable attorneys' fees and costs awarded against or otherwise incurred by or in connection with or arising from any claim, suit and/or action or proceeding attributable to any such action.
  
  Termination. You agree that VisaHQ shall have the right to terminate your ability to access this site at any time without notice and you that will not hold VisaHQ responsible or liable for any damages whatsoever. VisaHQ reserves the right to decline processing of documents for any reason, including but not limited to incomplete documentation, insufficient processing time, or unusual circumstances.
  
  Links. This web site contains links to third-party Web sites. These links are provided exclusively for information purposes and to assist in locating other ******************* We are not responsible for the content, accuracy of information, expressed opinions or statements, of any third-party sites linked to us or any links contained in a linked site.
  
  Restrictions on Use. This site is intended for use by adult individuals over 18 years of age. It may not be used for any illegal purpose or in any manner inconsistent with these Terms & Conditions. You may not use this site for any reason other than its intended purpose. If you submit any information to our site, you agree not to post or transmit pyramid schemes or chain letters, a virus or any other harmful component, anything that violates the copyright or intellectual property rights of any person or entity, including but not limited to copyrights and trademarks, anything that is defamatory, abusive, libelous, unlawful, obscene, threatening, harassing, fraudulent, pornographic, harmful, or that could constitute or encourage conduct that would be considered a criminal offense, give rise to civil liability, or otherwise violate any law. YOU MAY NOT COPY, REPRODUCE, RECOMPILE, DECOMPILE, DISASSEMBLE, REVERSE ENGINEER, DISTRIBUTE, PUBLISH, DISPLAY, PERFORM, MODIFY, UPLOAD TO, CREATE DERIVATIVE WORKS FROM, RECIRCULATE, TRANSMIT OR IN ANY WAY EXPLOIT ANY PART OF THIS WEBSITE, IMAGES AND OTHER MATERIAL, OR OFFER ANY PART OF THE SERVICE FOR SALE, OR DISTRIBUTION WITHOUT THE PRIOR WRITTEN CONSENT OF VisaHQ.
  
  Disclaimer. All the information on this web site is provided "as is" and without warranties, expressed or implied, as to the accuracy or completeness of the information, fitness for a particular use or purpose, including warranties of merchantability, title, non-infringement or otherwise. In no event shall VisaHQ be responsible for any damages or losses whatsoever, direct or indirect, incidental or consequential, special or punitive, arising from or relating to the use or inability to use this web site. VisaHQ hereby disclaims all warranties with regard to the hardware and software used to support this web site including all implied warranties, fitness for a particular purpose and incidental, special, direct or consequential damages. Accordingly, VisaHQ, its officers and employees, partners, affiliates, subsidiaries, successors and assigns, and its third-party agents shall not, directly or indirectly, be liable, in any way, to you or any other person for any inaccuracies or errors in or omissions from the services including, but not limited to delays, errors or interruptions in the transmission or delivery of services, products, or loss, or damage arising for any reason from non-performance. VisaHQ does not make any warranties or representations of any kind with respect to information, requirements, restrictions, quality, content, theme, style, and expressions provided directly or through any third party to this web site.
  
  Entire Agreement. This agreement along with the Privacy Statement constitute the entire agreement between you and VisaHQ and supersedes any and all prior agreements, statements or representations regarding VisaHQ. Failure to enforce any provision of this Agreement shall not be construed as a waiver of such provision or of the right to enforce such provision. No waiver, amendment, or other modification made by you shall be valid or binding unless in writing and signed by both parties.