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:07/23/2025

  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.

  This business does not make it clear that their fee does not include the government fee to renew your passport or the photos. It seems as though its all included. You find that out after you download your document and then they do not allow refund requests after those documents are downloaded. Its sneaky business. Their refunds are only issued within 24 hours but the link to the required form is a broken link. They also do not speak to you over the phone and an automated message directs all refund requests to their website and that non-link. It is not clear what youre paying for from the beginning and this business takes advantage of that. They also post ***** on their site but they are not affiliated per a ***** employee. I thought the fee included passport photos to be taken at ***** since the downloaded forms told me to hand the paper to them, but again, payment did not cover that fee at ***** either.

  Business Response

  Date: 07/24/2025

  Thank you for your feedback. We truly understand how frustrating this experience has been for you, and we appreciate the opportunity to clarify.
  Upon reviewing your account, I see that you applied for a passport renewal. Before payment is submitted, our website does state that our service fee does not include the ************************ government fee of $211.36. That fee must be paid separately via check or money order when you submit your application to the ****************. We understand this detail can be easily overlooked, especially when dealing with time-sensitive travel. 
  Additionally, passport photos are not included in our service fee. While we offer guidance on where and how to obtain photos including ************ as a convenient option, the photo cost is paid directly to the provider.
  As for the refund link issue, we sincerely apologize if you experienced a broken link. I can submit a refund request form to the email address we have on file for you. Please note that the refund dispute form must be printed, completed, and mailed in for review. Once received, please allow 7 to 10 business days for the refund request to be reviewed.

• Initial Complaint

  Date:07/17/2025

  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.

  Before using this service, I called and verified that I would receive my passport by my travel date which was 6/25/2025. They stated I would have it the week prior so I entered into the service, paying $654.00 for same day service. I called back over and over again, several times a day, to confirm that my passport would be IN MY HAND by my travel date. Every single time I spoke with a representative, they stated I would have it been either the 16th, 17th, or 18th. My passport was not delivered until 7/10/2025 which was over 2 weeks AFTER my travel date. You can listen to the phone calls. Every single representative misinformed and and assured me I would have it before my trip. I submitted a request for a refund in which they stated it was declined. I have no idea how it is declined after I was told time and time again that I would have it in time. I am once again requesting a refund.

  Business Response

  Date: 07/21/2025

  Thank you for taking the time to share your experience, and we truly understand how upsetting this situation must have been especially missing a travel date you were planning for.
  After carefully reviewing your order, it appears that the delay was due to a shipping issue and not a result of any delay on RushMyPassports part in processing your application. While we completely understand your frustration, this does mean that the order does not qualify for a refund under our service terms.
  We know this isnt the outcome you were hoping for, and were truly sorry for the inconvenience this caused.

• Initial Complaint

  Date:07/17/2025

  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.

  On July ******* I was on the internet trying to find where I could go get my passport. Rush My Passport had popped up I proceeded to check them out, I filled out and application which I assume it was to get my passport according to their web page. I gave them all of my personal information that they had requested, then they told me is was going to be $238.00 for each passport and I ordered 2 of them one for myself and for my boyfriend ****** ******* they were 2 different deals done the same day. After they accepted my payments I could print out the form for my passport, so I did. I decided to contact thee Passport Headquarters to ask them some questions because this is my first time applying for a passport I had questions. They asked who I went through to get the form I told them Rushmypassport and she said they scam people out of their money when they can get the form online. I contacted Rushmypassport the next day to ask them about their fee and what I was to get for it, they said that was for my passport. They did not do anything except take my money and hang up on me. The lady I spoke with was asking me questions about if I had all my paperwork together, then she told me I had to have a copy of my marriage licsense I then asked her if they would expedite my passport I am schduled to leave for ****** on the 3rd of August and I need my passport before. She gave me some websites that I could check out and found out they dont exist and she hung up on me. I have been trying to dispute the charges but they haven't come through they still show pending. I have sent them an email requesting refund for $476.00 they did not do anything their services are unacceptable. All they did was take my information they scammed me for a Service I did not receive legally. I had to fill out the document.

  Business Response

  Date: 07/18/2025

  Good Morning, and Thank you for reaching out and sharing your experience. We understand how stressful travel preparations can be, and were sorry to hear about the frustration youve experienced.
  RushMyPassport is a third-party service that assists individuals in preparing and submitting U.S. passport applications, including expedited options for those on tight timelines. While the forms themselves are publicly available, our services are intended to support customers who want guidance and a more streamlined process.
  Upon reviewing your order, we see that two applications were submitted on July 12, 2025, with the 3-week service selected. You contacted our team on July 14 for next steps. Based on your travel date of August 3, the estimated delivery date had the documents been submitted on the 14th would have been August 7. That timing likely prompted the recommendation to upgrade your service in order to meet your travel needs.
  We recognize how frustrating this situation must be, especially when you're working hard to ensure everything is in order for your trip. Regarding your refund request: once an application is downloaded, our system registers the service as initiated, and as agreed upon during checkout, the order becomes ineligible for cancellation or refund.
  If there's anything else we can do to assist you or clarify your options, please dont hesitate to contact us directly through our support team or visit www.rushmypassport.com. We're here to help however we can.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23614694
  
  I am rejecting this response because:the service you advertised is not what I got. I filled out the DS-11 forms I submitted them you reviewed them which was inconsistent of what information you asked for. The form you gave me was a speedy form that wasnt filled out with proper information. We had to fill in some of the blanks that were missing. I called and asked what needed to be done next the woman I spoke to asked if I had everything in order I said yes then she added my marriage certificate (which I didnt need). She was very rude I told her I needed it expedited she gave me not 1 but 2 websites I could go through to expedite my passport those websites were bogus which delayed my time frame. She said *****  would expedite my paperwork. Your telling me I put in for a 3 week window which is a lie I never set it up for that time frame. I made our appointment with a government agency to have them expedited. Bottom line is I did not receive the service that I paid for you did nothing to help me expedite my passport. I paid you to rush my passport and I did not receive the help I needed. You overcharge people for what you offer I dont feel $238.95 for each one I received and for what help I received is not worth that amount of money. Why would I go through you to rush my passport and then put it in the time frame of 3 weeks that doesnt make sense when you advertise to rush it. Im asking you to please refund me my money.,

  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/21/2025

  Thank you for taking the time to share your experience. Im very sorry to hear that the process was frustrating and did not meet your expectations. We appreciate your feedback and take these concerns seriously.
  After reviewing your account, I can confirm that the service selected at checkout was our 3-week processing option. You can log into your customer portal at any time to view your service level and order details. While we strive to make our services clear, I understand that there may have been confusion, and I truly regret any miscommunication you experienced during the process.
  That said, I can offer to send you a Refund Dispute Form to the email address we have on file so your case can be reviewed a second time. This will allow our escalations team to take a closer look and determine if any exceptions or resolutions can be made based on the circumstances you've described.
  Please let me know if youd like me to send that form, and Ill get it to you right away.

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service 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.

  07/15/2025 - This business is a scam. Their website directs you to one of their partnered businesses. I presented around 2:30 p.m. to their location at the **************, where none of the ***** employees were familiar with how to facilitate the process.Their online portal takes your sensitive information without verification and purports to transfer it onto a passport application. The service does not let you download or print the documents without calling the customer service line.After completing the documents, I struggled with the portal for approximately 20 minutes, trying to figure out how to print the documents. I called the customer service line at 3:49 p.m. and finally reached a representative around 6:00 p.m. The customer service representative was rude but did help process my request for a refund. I've since placed a refund request.

  Business Response

  Date: 07/16/2025

  Thank you for reaching out, and we sincerely apologize for the frustration you experienced.
  To clarify, we do partner with *****, but their role is limited to photo services and document shipping as part of our expedited passport process. They are not responsible for processing applications directly.
  Upon reviewing your order, I see that you selected our 79 business day expedited service. For this option, the system prompts a call with our customer service team to ensure all necessary documents and travel proof are in place, as proof of tentative international travel is required for this level of service.
  I also see that you have submitted a refund request. Please allow 710 business days for your request to be reviewed. Once processed,  refund will be issued back to your original form of payment.
  We appreciate your patience and understanding as our team works to resolve this.
  
  
  
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23606135
  
  Thank you for your response. 

  
  

  I understand your clarification regarding the nature and scope of your business relationship with ****** I also understand your explanation that the service prompts a call to ensure completeness of the materials. My complaint is more nuanced. Particularly, your service presents the user experience issues that require attention. 

  
  

  First, the system that you use for this service requires that you select a shipping day when you complete the written forms. The customer is forced to assume the risk of meeting this shipping day or else the customer must bear additional costs. If your service requires a call prior to shipping the documents, there should be clear notice to the customer about when the customer can expect to produce the documents to ***** for shipping. Without notice of when the documents are ready, the customer cannot reasonably anticipate the timeframe or reasonably be expected to make arrangements for delivery of the documents to ******

  
  

  Second, the instructions on your website, your portal, and your phone tree for your customer service line are incomplete and misleading. These instructions should spell out the steps and requirements so your customers, employees, and third-party partners can reasonably follow them. 

  
  

  For example, it is unclear from the website, portal, and phone tree how a customer submits their documents. After the customer completes the documents, the portal requires the customer to review and "submit" the documents. It is unclear from your website, portal, and phone tree fail to State the manner in which the customer can download and print documents for mailing and the way the mailing label can be retrieved. 

  
  

  Another example: your phone tree states that refund requests must be made through the portal. There is no location in the portal to submit a refund request. Either the phone tree or portal should be updated so that they are internally consistent with regard to the requirements.

  
  

  Thank you for confirming receipt of my refund request on July 15, 2025. As of Tuesday, July 22, 2025, I have not yet received a refund. Please provide a status update on the tender of the refund at your earliest convenience.

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

  Business Response

  Date: 07/23/2025

  Thank you for your detailed and thoughtful feedback  we truly appreciate you taking the time to outline your concerns.
  Regarding your refund request, we do see that it was submitted on July 15, 2025. As noted in our policy, please allow the full 7 to 10 business days for your request to be reviewed and processed. As of today, it has been 5 business days, and your request remains under review. We will follow up with an update as soon as that review is complete.
  Your points about the user experience, system clarity, and communication are extremely helpful. We understand how frustrating unclear instructions and inconsistent messaging can be, and your comments have been shared directly with our internal teams for evaluation and improvement.
  If you have any further questions in the meantime, please dont hesitate to reach out by phone at **************  were here to help.

• Initial Complaint

  Date:07/11/2025

  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 tried to rush my passport but was scammed out of $209. This company does not actually rush or assist you with your passport. Please refund my full amount. This should be illegal- its just a scam plain and simple. I've called multiple times and there is no one to talk to, and there is not email address or way to contact anyone.

  Business Response

  Date: 07/15/2025

  Thank you for reaching out. Im sorry to hear about your experience and understand your concerns.
  After reviewing your order, I can confirm that a full refund has been approved. A notification was sent to the email address on file: *********************** Please allow 3 to 5 business days for the refund to be credited back to your original form of payment.
  If you have any further questions or need additional assistance, feel free to contact us.

• Initial Complaint

  Date:07/10/2025

  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 requested for RushMyPassport for a full refund. It was denied. Moreover, they demanded additional monies to return my original passport, application, check to the passport agency and photo. This is a form of extortion. There is urgency on returning my passport as I will be traveling on August 12. I attached a narrative filed with the ********************************.

  Business Response

  Date: 07/15/2025

  Thank you for reaching out. We understand how important it is to receive your documents in a timely manner, especially with your upcoming travel plans, and we truly regret any inconvenience this situation has caused.
  Upon reviewing your order, we would like to clarify a few important points:
  Your refund request was denied as the application had already been downloaded. As stated in our terms and conditions, once this step is completed, the order becomes non-refundable, since doing so confirms acceptance of the cancellation and refund policy.
  Additionally, the issue with your application originated because it was submitted as a renewal for a 5-year passport issued September 24, 2021, through September 23, 2025. Unfortunately, only 10-year adult passports that have not been expired for more than 5 years qualify for renewal. All other applicants must apply as a new passport, which follows a different process.
  Regarding the return of your original documents, the fee you were asked to pay is to cover shipping costs. We understand this may be frustrating, but we are unable to waive shipping fees once documents have entered our system.
  We hope this explanation provides some clarity. If you have any further questions, please let us knowwe're here to help.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23582453
  
  I am rejecting this response because I was not informed that a secondary passport could not be renewed via your service by any of your employees I spoke with.

  I have already paid for two shipping labels. I have reported this issue to the Marin County ********** Office and will now change the complaint that the passport has been stolen on top of extortion and fraud.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/16/2025

  Thank you for your patience. Ive spoken with our leadership team, and theyve confirmed that your documents will be mailed back to you at no additional charge.
  Please feel free to reach out if you have any further questions or need additional assistance. 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: ********
  
  I am rejecting this response because: Regarding: Case #********. Hi All, As of yesterday, I have not received the passport back as promised by the vendor. Please advise and reopen the case ********.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/31/2025

  Thank you for reaching out, and Im sorry to hear you havent received your passport as expected. Im currently following up with our internal team to check on the status of your order. Please allow 24 to 48 hours for a response. I appreciate your patience, and Ill be in touch as soon as I receive an update.

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  I am super upset with this website. My child was kidnapped out of the country and I needed an emergency passport. I paid about $375 for an emergency passport. Soon after paying, I called their phone number to see my next steps with this process. They told me they COULD NOT do my passport application because they are backed up with orders, and my emergency passport would be significantly delayed (He told me I couldn't get my passport before my flight date), and he offered me a refund on his own. I really need this money for my trip. It has been 9 business days. I was told I would be issued a refund between 7-10 business days, but today they are telling me ***** business days... Can I please have my refund for my crisis situation please?

  Business Response

  Date: 07/08/2025

  Thank you for reaching out, and Im truly sorry to hear about the difficult situation youre facing. I do see that a refund request was submitted on 06/23. Please note that the refund process typically takes 7 to 10 business days to complete. Today marks the 10th business day, so you should expect to receive an update either today or tomorrow. We appreciate your patience during this time. If you have any further questions or concerns, please dont hesitate to contact us directly.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23564877
  
  I am rejecting this response because: I still have NOT received my refund. Why tell me I would get a refund that day and its been a WEEK since you told me you would refund me on BBB. This is fraud. I am very upset because I am dealing with my children's kidnap and this at the same time. I contacted your customer service again today and they told me the refund is still processing and then they stopped replaying to me... 
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 07/15/2025

  Thank you for reaching out, and Im truly sorry for what youre going through. I completely understand the urgency and stress of your situation.
  I want to let you know that your full refund was officially approved today and will be issued back to your original form of payment. Please allow 3 to 5 business days for the funds to reflect in your account, depending on your banks processing time.
  If you need anything further, please dont hesitate to reach out. We're wishing you strength and resolution during this incredibly difficult time.

  Customer Answer

  Date: 07/15/2025

   
  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. ****** notified me today that a refund in full was made. 
  
  Sincerely,
  
  ********** *****

• 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:07/02/2025

  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.

  07/02/2025: They offer expedited passports and even collect your payment without telling you that traveling internationally is a requirement for expedited service. BAIT AND SWITCH. They collected $470 from me without question with an additional $250 due to them, only to be told I cannot have the service they freely allowed me to select and pay for upfront. With current travel requirements of a REAL ID or Passport to fly, this company should be REQUIRED to inform their customers that international ********************** is a requirement for certain paid services and not collect payment until the customer acknowledges and understands their options.

  Business Response

  Date: 07/03/2025

  Thank you for your feedback, and were sorry for any confusion.
  To clarify, faster services such as 79 business days or 24 business days do require proof of international travel. This is a requirement set by the ************************, not by our company.
  We do see that your order was fully refunded as of 07/02. Please allow 3 to 5 business days for the funds to reflect on your account, depending on your bank or card issuer.
  If you have any further questions, feel free to contact us at ************************** or by calling **************. We're happy to assist you.

• 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.