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:07/02/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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've been going back and forth with rushmypassport for a refund for well over a month at this point. I did not and could not utilize the services provided as the application is missing key questions that need to be answered a specific way do not show on the ** based on specific selections for the previous question. I took the application provided to 2 seperate local passport facilities where I spoke with a manager for both who informed me that rushmypassport has no dictatorship in charging for a service they cannot expedite. In addition, they flagged that specific questions were not shown on the application I utilized that were mandatory to fill out. These questions are not visible in the ** when selecting "No" for the previous question to the paying user (me) and in the printable version when they should be visible. I've shared the *************** of the managers at my local facilities who informed me of this issue, I have screen recordings of the ** issue and I have paper copies and receipts showing that I could not utilize the forms provided on this service due to a major ** overlay issue. The call ***resentative ******* was particularly the worst and was speaking on legal matters outside of her scope and role. Considering that these calls are recorded, this should be discouraged heavily for call ***resentatives who are not educated & licensed to be speaking on legal matters reflecting your company. I've filled out the dispute form on 6/18-6/19 to no avail. I've spoken to multiple ***resentatives who said I'd receive a call back from a supervisor and have yet to receive a call back as we speak. I've spoken to 3 different ***resentatives in June who informed me that I'd get a refund to no avail. I spoke with **** this morning who again, tried to speak on legal terminology when it's outside of his scope as a call *** and he informed me that I'd be getting another form to fill out AGAIN. I COULD NOT utilize your services due to a ** issue on your end.

  Business Response

  Date: 07/03/2025

  Thank you for taking the time to share this detailed feedback. Im truly sorry for the frustration and inconvenience youve experienced, and we understand how important it is to have clarity and resolution.
  We want to assure you that your refund request, which was submitted on 06/19, is still currently under review by our internal team. Once a final decision has been made, you will be notified via email.
  If you have any additional documentation or would like to follow up, please feel free to contact us at ************************** or by calling **************. We're here to support you and are committed to resolving this matter properly.
  
  
  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23549304
  
  I am rejecting this response because: I have not received any correspondence
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/03/2025

  Thank you for your feedback.  Just to clarify, you haven't received any notice due to the refund still being under review you will be notified via email. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23549304
  
  I am rejecting this response because: I have not received a refund in the timely manner of 6-8 business days as advertised and communicated with me by your employees for well over a month. 

  In addition, my refund request is related to your insufficient UI that does not produce an accurate product that I paid for and was not even able to utilize due to this insufficient UI. Your insufficient UI also produced documentation that was missing core questions that should be answered in a very specific way and not left blank as this is what your UI and final pdf produces. 

  I work in ******************* with engineers specifically for UI issues, the fact that I'm willing to explain this in detail with recordings of your UI failure just for a refund is not something I should even be doing as a paying customer who did NOT and COULD NOT receive the product advertised as there were major issues with your question UI navigation and question reproduction on the pdf itself. 

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/01/2025

  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 ordered this service from Rush my passport to have my passport expedited within 2-4 business days. Once I finished filling out my application, I was directed to a page that stated that I would need to call their 800 number to complete the application process. I called the number during business hours and was directed to leave a message, which I did. I tried calling again after a few hours of not hearing back. The next day, I attempted to reach out to customer service to inquire about a refund as this was time sensitive and I couldn't get ahold to anyone to even complete my application as they had instructed. I briefly explained the situation via chat to a customer service representative who stated that they were having technical issues and that they couldn't look into my account. When I asked if it would be possible to get a refund they responded with "did you see what I wrote above?" After I told them they were being rude, they ended the chat. Not only do they not deliver in what they charge, but are extremely rude when you manage to reach someone.

  Business Response

  Date: 07/02/2025

  Hi, thank you for reaching out and sharing your experience. Were very sorry to hear about the difficulties you encountered and the interaction you describedthis is certainly not the experience we aim to provide.
  A refund request form has been submitted to the email address we have on file for you. Please complete the form and be sure to click "Submit" once finished. After submission, allow 7 to 10 business days for our team to review your request and provide an update via email.
  If you have any questions or need further assistance, feel free to reach out to us at ************************** or call us at **************. We're here to help.

• Initial Complaint

  Date:06/28/2025

  Type:Order 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.

  Company claims they will expedite passport processing but when I asked a government acceptance facility, they claim that it is not actually expedited unless you pay the department of state to expedite the processing (which this company does not actually do as they claim). The staff at the acceptance facility also mentioned they see this all the time and said it's a scam. I want my money back. The actual service you receive is a form. The same exact form that the acceptance facility already fills out and provides for you, for free! Not a single part of the process is expedited at all. It actually added more steps to the process, on top of me now having to fight to get my money back. Total scam. I am trying to work with rushmypassport.com to resolve this but, I have little hope they will do the right thing considering the predatory nature of the business they operate. This needs to be shut down. There are numerous of reports of people falling victim to this and realizing the con too late.

  Business Response

  Date: 06/30/2025

  Thank you for sharing your experience, and were truly sorry to hear that the service did not meet your expectations. We understand how frustrating and stressful it can be when you're trying to get important travel documents in a timely manner.
  RushMyPassport is a private passport assistance service that provides document preparation, personalized instructions, and coordination for expedited processing through the *************** of State.  We do assist customers in preparing their documents correctly to avoid delays and help them meet strict mailing and appointment deadlines. We also include the required government expedite fee in the total cost unless the customer opts to pay it separately.
  We recognize that this service may not be ideal for everyone especially those comfortable navigating the process on their ownand we regret if it felt unclear or added extra steps in your case.
  To move forward with your refund request, please provide your order number and il be glad to take a look into your account. 

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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.

  Purchased the service on May 30, 2025 to have a name change on my Passport, paid for rushed processing. As of yesterday, the government passport department has no record of this application. I had to make an appointment at the closest location and get same day services, costing me additional money, and a 4 hour drive. This company will not return my documents (Marriage license and old passport) without me paying additional fees, they changed me their fee, and a government fee for processing. They have not provided the advertised service, not have they provided a timeline in which the service will not be completed even though I had paid for a rush.

  Business Response

  Date: 06/30/2025

  Thank you for sharing your experience, and were truly sorry for the frustration and inconvenience this situation has caused especially with the added stress of travel, additional expenses, and the time you invested to resolve it.
  After reviewing your order, we see that your application was not submitted to the ************************ because it was printed double-sided, which unfortunately renders it invalid per federal guidelines. You were notified of this error on June 20, and until corrected documents are received, we are unable to proceed with processing.
  We understand how disappointing this has been and want to assure you that a full refund was issued for your order on June 30, 2025. However, if you would like your original documents (such as your marriage license and old passport) returned, youll need to contact our team directly to arrange payment for return shipping.
  We sincerely apologize again for the inconvenience and are here to support you if you need any further clarification or assistance.

• Initial Complaint

  Date:06/25/2025

  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.

  Deceptive Advertising practices! ***** Rush My Passport is not using clear and transparent language to describe their services. The fine print explains that passports take minimum of 1 week to be processed but the large print advertising is a rush in 3 days is available. We paid $650 when realizing our sons passport had expired and we had 3 days before the trip. There was no time to address their deceptive advertising and we had to drive to a passport office in ******* to simply get our own rush printed same day for $190

  Business Response

  Date: 06/26/2025

  Thank you for your feedback, and we're truly sorry to hear about the stress you experienced while trying to secure a passport for your son.
  We understand how critical timing is when travel is involved, especially with such a tight window. While we do offer expedited processing options, passport issuance timelines ultimately depend on factors such as appointment availability, document submission, and federal processing times. We aim to be as transparent as possible about these requirements throughout the application process, but we’re sorry if any part of the service was unclear.
  Regarding your refund, a refund request form has been submitted to the email address we have on file. Please fill out the form and hit "submit" once completed. Our records show that your application package has not been downloaded and it has not been more than 30 days since your order was placed, which means you should be eligible for a refund. Please allow 7 to 10 business days for your request to go under review. 
  We truly appreciate your patience and hope to resolve this quickly for you. If you have any questions or need further assistance, we’re here to help.

• Initial Complaint

  Date:06/22/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against RushMyPassport.com, ****** and AAA regarding the loss of my passport, failure to respond, and what seems to be a strategy to delay action beyond Californias two-year statute of limitations. This has caused financial loss, emotional distress, and erosion of trustespecially with AAA, where Ive been a loyal member for 30+ years.Summary:I used RushMyPassport (promoted by ***) to renew my U.S. passport. ***** delivered my original passport and personal documents to the wrong addresswithout requiring a signature. The package was never recovered.This failure:Disrupted important international travel for a teacher conference Forced emergency passport reprocessing at my own cost Negligence and Inaction:I sent numerous emailsno replies from RushMyPassport or AAA I visited AAA, spoke to 45 managersno help offered I filed a police report and bought 5-year ID protection due to risk of identity theft I personally searched the delivery locationno answers, no signature, no accountability Now I learn the two-year legal window has passed, likely by design Impact:Daily anxiety over identity theft and fraud Countless hours spent on emails, visits, and research Travel expenses, document costs, identity protection fees Emotional toll of indifference from all involved I Request:Reimbursement for original and emergency passport fees Reimbursement for 5-year identity protection Compensation for related expenses (travel, labor, materials)Formal apology from all parties ***************** my data is safe and protected This has been an avoidable, exhausting ordeal. I respectfully request BBBs help to resolve this with fairness and accountability.Sincerely,***** *********-******

  Business Response

  Date: 06/23/2025

  Thank you for reaching out and taking the time to share your experience in detail. We’re truly sorry to hear about the frustration and hardship this situation has caused you. What you’ve described is incredibly concerning, and we understand the emotional, financial, and logistical toll it has taken.
  To better assist you and take a closer look into what occurred with your order, we kindly ask that you provide your order number. Once we have that, we can review your account and determine the steps taken, as well as what additional support we can offer.
  While RushMyPassport facilitates the expedited passport application process, final delivery is managed by FedEx and, in many cases, USPS. If a delivery issue occurred—especially involving the loss of sensitive documents—we recommend reporting this directly to the courier as they are  responsible for securing and ensuring proper delivery.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair 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 am disputing this charge and requesting a refund because the service is faulty, seems fraudulent, and does not provide any customer support or service to answer questions or provide timelines or next step information. On June 16th, I purchased the RushMyPassport 7-9 day expedited passport service. When I completed the online forms, I received this message:"Thanks for your submission. You're Almost Done!Please call us during business hours to complete your process at ************** This step requires assistance from our team. We'll conduct a final review of your passport documents and answer any questions you may have before you ship your ****************** Hours Mon-Fri: 9AM - 6PM (EST)"My phone log records are attached, I've called 6 times, and left 3 messages with my order number, name, and phone number. I have not received a call back or any follow up emails or messages on their ************ platform. I have not been able to download the documents or take action and now 4 days have passed. I would like to remove myself from using this service to pursue other credible options for renewing my passport. Thank you!

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and sharing your concerns  I’m truly sorry for the frustration and inconvenience you've experienced.
  A refund dispute form has been submitted to the email address we have on file for you. Please take a moment to complete the form, hit submit, and allow 7 to 10 business days for our team to complete the review process. If approved, the refund will be issued back to your original form of payment.
  We sincerely apologize for the lack of follow-up and the difficulties you've encountered, and we appreciate your patience as we work to make this right. Should you have any further questions or need additional assistance, don’t hesitate to reach us at (877) 503-9838 or [email protected].

• Initial Complaint

  Date:06/17/2025

  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 purchased expedited passport services from RushMyPassport and canceled the order within 24 hours. I did not submit any documents, and a representative confirmed over the phone that my cancellation was processed and would be sent to billing.I followed up by email multiple times and received no response for over 5 days. I sent an expedited email that then bounced back. When I finally got a response, I was told I was ineligible for a refund because documents were ready for download. However, no actual service was performed, and I provided no personal or government documents.I believe this is misleading and unfair business practice. The company refused a refund even though they did not fulfill the service I paid for.Desired Resolution:A full refund of the amount I paid, as I canceled the service within 24 hours and never received any completed or valid service in return.

  Business Response

  Date: 06/17/2025

  Thank you for reaching out. I’d like to clarify that once an order is downloaded, the client is required to acknowledge and agree to the refund and cancellation policy before accessing the documents. This agreement makes the order ineligible for a standard refund under our company’s policy.
  However, I understand your concerns and want to assist further. I can submit a refund dispute form to the email address we have on file. Please note that submitting this form does not guarantee a refund, but it will allow your request to undergo an additional review by our team.
  If you have any other questions or need assistance completing the form, feel free to reach out.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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 was unable to obtain a Real ID in ************ in time for out-of-state travel to my nieces wedding. I contacted Rush My Passport and foolishly paid $700 to get my passport renewed in 2-4 days. After charging my credit card, they notified me that I could not be served because I was not traveling internationally. Despite numerous calls I was never able to talk to an agent and have not received a response after completing their Request a Refund Form. I want my money back.

  Business Response

  Date: 06/17/2025

  Hi, and thank you for reaching out. I'm truly sorry for the frustration and confusion you've experienced throughout this process.
  The expedited service you applied for does require valid proof of upcoming international travel, as outlined by the U.S. Department of State. Unfortunately, not having a Real ID while understandably inconvenient is not recognized as a valid reason for expedited passport processing.
  I do see that a refund request was submitted on 06/03, and I’ve followed up with our internal team on your behalf. At this time, your request is still under review. Once a decision is made, you will receive an update via email.
  If you have any additional questions or concerns in the meantime, please feel free to contact us directly at [email protected] or call us at (877) 503-9838. We truly regret that your experience didn’t meet expectations and appreciate your patience during the review process.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair 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.

  Filled out the application to expedite the passport, was told to call their service number. Was told by the representative that the only way to guarantee my son's passport was to pay for the more expensive service. Approved this and downloaded the form, when I took it to the post office to get the application processed was told I cannot take the forms with me to ship via ****** which is the whole point. I was willing to give the benefit of the doubt and went to another post office, where I was told the same thing. I used the chat service to get a refund as the service cannot be completed. I was given the run around and told that I could send in a request for a refund and it would go through their review process. I told them I should not have to go through any of that for a SERVICE I DID NOT RECEIVE. The only thing I have to show for it is a form I could download for free. I ended up taking the time off work to go to the passport office in my city to get it done. They also confirmed this is a scam that they do not recommend. At the end of the day, I thought because they are partnered with ***** they could be trusted. I am also filing a complaint with ****** the Attorney General and will not stop until my money is returned.

  Business Response

  Date: 06/16/2025

  Thank you for sharing your experience. We sincerely apologize for the frustration and inconvenience youve faced. Our service is designed to help simplify the passport application process, and we regret that it did not meet your expectations. After reviewing your order you are not eligible for a refund because the application was manifested, and the cancellation terms were acknowledged at the time of ordering. However, I have submitted a refund request form to the email address on file, and your case will now go under review. Please allow 7 to 10 business days for the review process to be completed. Additionally, if you have any further questions or need assistance, please feel free to contact us directly at ************************** or **************. Your feedback is important to us as we continually strive to improve our services.