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:11/14/2025

  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 a priority service passport on 11/02/25. I cancelled within 30 hours of the purchase. I received the confirmation email shortly after, but no follow up for a full refund within 24 hours as promised. I reached back out on 11/08/25 and was told I would receive the full refund within 3-5 business days. I have still not received a refund which I am eligible for because I cancelled within the specified time limit particular to my purchase and did NOT download any form.

  Business Response

  Date: 11/19/2025

  Good morning, Thank you for sharing your concerns. We can confirm that your refund request was received and processed today. Please allow 35 business days for the credit to appear back in your account, depending on your banks processing time.
  If you have any additional questions or need further assistance, please contact us directly at **************************** or call ************. Were here to help.

• Initial Complaint

  Date:11/11/2025

  Type:Service or Repair Issues
  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.

  Purchased expedited service for passport. This company actively delayed my process knowing that I would not be able to use their service until I was 2 weeks out of my trip which then I wouldnt need their service. Actively tricked me into delaying my process to be told at post office it was a complete scam. Then when I filled a complaint for a refund because absolutely no service was provided they contribute to delay this process no response. I have disputed payment with my bank. I let the business know of all of these actions. I have been in contact with them around 5x (where they neglected to tell me i was unable to use service I was paying for) and 3x to try to resolve where they tell me to call back in a week. I informed them that after today (now when I put my order number no one answers at all Ive probably been flagged) I would dispute the charge and file report.

  Business Response

  Date: 11/18/2025

  Hello, thank you for sharing your experience. Were truly sorry for the frustration and inconvenience youve encountered.
  After reviewing your order, we can confirm that a full refund was submitted on 11/12. Please allow 35 business days for the credit to appear back on your original form of payment, depending on your banks processing times.
  If you have any additional questions or need further assistance, please feel free to reach out to us at **************************** or ************. We're here to help and want to ensure everything is resolved smoothly for you.

  Customer Answer

  Date: 11/18/2025

   
  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.
  
  Sincerely,
  
  Chiara Piazzolla

• Initial Complaint

  Date:11/10/2025

  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 used rush my passport with ***** and paid $199 for expedited services. The money came out of my bank and I have an invoice yet no shipping label was ever emailed or created for me. I havent been able to reach customer service and the website refund request form is non existent. I would like a refund due to paying almost $200 for absolutely nothing, I should have received a shipping label and it is no where to be found in the records therefore I cannot even use rush my passport. This has been extremely disorganized and I will not be using this service again.

  Customer Answer

  Date: 11/11/2025

  I paid for expedited services and completed an application that did not get approved my the state department nor did I receive a shipping label for the expedited services, so what did I pay for? Your advertising is completely incorrect, you have no detailed descriptions on what your actual services provide because theyre certainly not for making the process easier, accurate, and faster. How can you say a refund is not allowed after a free piece of paper is downloaded when you are supposed to download it immediately and receive an email with further instructions which should have included the expedited shipping label. A free downloaded document and ***** services could electronically fill it out the same way. Therefore, the $199 fee was for what? I am requesting a full refund as I have received absolutely no services nor replies from rush my passport. 

  Business Response

  Date: 11/18/2025

  Thank you for sharing your concerns  were here to help clarify the process.
  After reviewing your order, we see that you submitted a new passport application. For new passports, shipping labels are not generated because the next steps must be completed in person at a Passport Acceptance Facility. This is a requirement of the ************************ to verify your identity for first-time or new passport applicants.
  Your next steps are:
  Print your completed application from your account.
  Gather all required documents, including your birth certificate, valid ID, and passport photo.
  Prepare the government fee as a money order for $212.05, payable to the *************** of State.
  Bring everything to a ************************** (usually a ************ county clerks office, or public library).
  The agent will verify your identity, notarize the required documents, and then ship your application to the State Department.
  Once the State Department receives your packet, they will scan the barcode located at the bottom of the application. That scan is what allows us to provide updates and track the progress of your passport.
  If you need help locating your application, re-printing forms, or navigating your next steps, please contact us at **************************** or call ************. Were here to assist you.

• Initial Complaint

  Date:11/08/2025

  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.

  Paid money and they didnt provide any service and I ended up having to use someone else.

  Business Response

  Date: 11/11/2025

  Were sorry to hear about your experience and understand your frustration. Upon reviewing your order, we see that you applied for a new passport. For all new passport applications, you must appear in person at a Passport Acceptance Facility so your identity can be verified. Once verified, the application is shipped to the ****************. A barcode on your application is scanned by the ****************, which allows us to provide updates on our end.
  According to our records, your passport was shipped out on Friday, 11/07. Since the service has already been completed, unfortunately, you are not eligible for a refund.

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24124194
  
  I am rejecting this response because my documents were not hand carried by a courier, they went through ****. The employee did not explain that you only use those forms if you are traveling really soon and if you want them hand delivered by a courier.

  
  Sincerely,
  
  ***** Trim

  Business Response

  Date: 11/18/2025

  Thank you for your feedback. We understand your concerns and appreciate the opportunity to review your account further.
  Upon additional review, we see that a chargeback was already filed with your bank, and because of that, your payment has already been refunded through your financial institution.
  If you have any further questions or need documentation from our side for your records, please feel free to contact us at **************************** or ************. Were here to help.

• Initial Complaint

  Date:11/05/2025

  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.

  I needed a federal ID for an emergency trip. I was led to believe that this service would render me the renewal of my passport in the two week window that I required. Upon further review, not only was this false, but the fees I paid RushMyPassport didn't even cover the actual passport renewal fees. I spent close to $300 for nothing, and I was no closer to my goal. This business is predatory, and *** should not recommend it on their website.

  Business Response

  Date: 11/06/2025

  Good evening, Were sorry to hear about your frustration and understand how disappointing this situation must have been. Upon reviewing your order, we see that you applied for our 3-week expedited service, not the 2-week service. Additionally, once the passport application packet is downloaded, the order becomes non-refundable under our policy.
  As outlined in our refund policy:
  Orders canceled within 30 days and not under manifest are eligible for a full refund.
  Orders that are under manifest (with a reserved submission slot at the **************** are not eligible for a refund.
  Orders where the application packet has been downloaded are also not eligible for a refund.
  Non-refundable orders remain active for 12 months and may be processed at any time or transferred to a family member or friend.
  Our team follows industry best practices to ensure applications are properly submitted to the government agency, and the service is designed to assist with timely processing. Unfortunately, because of the limited submission slots and the nature of the expedited service, refunds cannot be granted once the packet is downloaded.
  If youd like, we can assist in transferring your active order to a family member or friend so that the service can still be used within the 12-month validity period.
  We appreciate your understanding and are here to help ensure your passport is processed efficiently.

• Initial Complaint

  Date:11/03/2025

  Type:Delivery 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 placed Order # GW-D3E89F86F On June 20, 2025 in order to get an expedited passport renewal, as I had a meeting pending in ******* early July. I was led to believe that as long as I had a reasonable statement that explained the need for an expedited passport, I did not necessarily have to have my ticket in hand in order to qualify for the service.When I enquired as to the status of things, I was told that I MUST have a ticket in hand in order to receive their services. I applied for a refund after being mislead, and the billing department denied it.

  Business Response

  Date: 11/05/2025

  Thank you for sharing your experience, and I'm truly sorry for the frustration this has caused. I understand how important your upcoming travel plans were, and I apologize for any confusion throughout the process.
  I do see that you submitted a refund request, and Ive been attempting to reach you by phone to discuss your refund options in more detail. We want to make sure you are supported, and we appreciate your patience while we review your case.
  Please feel free to return my call or reply to this message with the best time and number to reach you. We're here to help and want to ensure we resolve this for you.
  Thank you again for your feedback  it truly helps us improve.
  

• Initial Complaint

  Date:10/23/2025

  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 paid for an expedited passport service and they failed to deliver my passport in the timeframe promised. This then cost me much more money and time and stress as I may end up missing my travel if this is not sorted in time. They are terrible to deal with on the phone and refuse to provide a refund for the services they did not provide.

  Business Response

  Date: 10/28/2025

  Good morning Were very sorry to hear about the difficulties youve experienced. Upon review of your order, it appears RushMyPassport completed its standard due diligence. The issue with your application was related to delivery, the State Department does not ship passports to P.O. Boxes, it looks like the town you live in don't deliver to physical address.We do have an agent actively working with you to explore options to ensure you can receive your passport as quickly as possible. However, based on our policy, you are not eligible for a refund in this situation. We truly regret the frustration this has caused and appreciate your understanding as we work to assist you.

• Initial Complaint

  Date:10/16/2025

  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.

  The service they said they would provide had included incorrectly filled out government documents. When contacted they stated that they had download the documents. I asked for a refund since they had provided incorrect and therefore invalid and potentially illegal documents for me to provide to the government without the ability to edit. Since filling out the request on October 1, 2025 they have not provided any communications. The biggest part about this is that the money isn't the issue since I personally didn't pay for this but my company (**********) . I had already filled out all of the documents prior but believed the service would provide actually provide... well a service. It provided some sensitive pieces of trash that needed to be burnt to protect my information.

  Business Response

  Date: 10/17/2025

  Thank you for sharing your concerns. Upon review of your order, I can confirm that your passport application was processed and completed, and as of October 10, 2025, your passport has been shipped out.
  We understand your frustration and sincerely empathize with the inconvenience this has caused. Unfortunately, since the passport application has already been processed, it is not eligible for a refund. Our refund policy, including eligibility criteria, is available on our website for reference.
  We truly appreciate your understanding and are here to assist with any questions regarding your shipment or next steps.

• Initial Complaint

  Date:10/14/2025

  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.

  Transaction Date: 9/5/2025 ; posted date 9/7/2025 Rushmypassport is a division of Expedited Travel LLC. Phone number ************** I paid for expedited services for a passport. It does not state anywhere that the fee does not include government fees. Immediately after clicking the prompt to download the documents, I realized I would be paying double what I expected, and immediately called to cancel the "service" and request a refund. They declined my request for a full refund and offered a 50% refund. Because I couldn't get a full refund, I went ahead and mailed the documents and decided to proceed with the service.I received text notification regarding my order and when the application was received, but no follow-up via text, and the link to track the application stopped working.I learned upon follow-up that my application could not be processed due to my check being written in the wrong color.The website does not state what color the check needs to be written in.I ended up paying $35 to have my documents shipped back to me, and I went directly to the passport agency for an expedited passport. I don't even know what ************************** is, but the company rendered me no service. I later realized that not only does this company charge for their "expedited passport" service, I realized at the passport agency, that not only does Rushmypassport charge $288.55 to expedited your passport application, they also require you to pay the $60 expedited fee to the passport agency AND the $22 expedited shipping fee via check to have the passport agency mail the new passport to you. I ended up paying the $288.85 + $35 to Rushmypassport, and then $212.05 to the passport agency which included fees for expedition. I would like the $288.85 refunded to me.

  Business Response

  Date: 10/28/2025

  Good morning Were very sorry to hear about the difficulties youve experienced. Upon review of your order, it appears RushMyPassport completed its standard due diligence. The issue with your application was related to delivery, the State Department does not ship passports to P.O. Boxes, it looks like the town you live in don't deliver to physical address.We do have an agent actively working with you to explore options to ensure you can receive your passport as quickly as possible. However, based on our policy, you are not eligible for a refund in this situation. We truly regret the frustration this has caused and appreciate your understanding as we work to assist you.

• Initial Complaint

  Date:10/08/2025

  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.

  Lack of Transparency: The company's website did not disclose that three-week processing was not guaranteed or that downloading the application could affect reimbursement.Misleading Promises: The company's promise of expedited service was not met. **** warned about using this service.Unhelpful ********************************** did not offer to upgrade the service or address the potential delay proactively, instead just offering an apology.Unfair Reimbursement Policy: The company denied a refund based on the me downloading the application, a policy not clearly stated on their website.Perceived "Scam": I think that by performing the application work myself, the company is not providing any actual service and is thus deceptive.

  Business Response

  Date: 10/09/2025

  Good morning, thank you for taking the time to share your feedback. Were sorry to hear about your experience and appreciate the opportunity to clarify. Our website outlines that processing times are estimated and depend on ********************* availability. Additionally, once an application package is downloaded, document preparation services are considered rendered per our policy.
  Upon reviewing your order, I see that a refund request has already been submitted on your behalf. Please allow the full 710 business days for the refund request to be reviewed once  processed payment will be  returned to your original form of payment. If you have any further questions, please dont hesitate to reach out to us directly at ******************************** or call ************.

  Customer Answer

  Date: 10/12/2025

   
  Complaint: 23990854
  
  I am rejecting this response because: my request for a refund has been pending for over a month. I was unsatisfied with the response, which attributed the delay to a general "turnaround guarantee" issue, even though the **** confirmed that many customers face similar problems with this specific guarantee. 
  As a result of this extended and unsupported delay, I am requesting a full refund.
  I look forward to your prompt response and a clear resolution to this matter.
  
  Sincerely,
  
  ***** *****