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:06/06/2023

  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 hired RushMyPassport because they advertised that I would receive a passport within 2 weeks. I applied on May 17th and paid $800 (Ordrer#**BE96819). After paying, I was told that I had to call the next day to proceed with the process. I was then told on that phone call that I had to pay an extra $200 for a one week delivery because that was all they had available. At this point my total was $1023.80. I sent my application off with ALL of the required things they provided on the *checklist*. A WEEK later May 26th, I received an email saying the process was suspended bc I was missing my passport CARD (again, not on the checklist). I called to see what my options were and a rep named ******************************* suggested I cancel my order and assured me I would get a refund. This was only on the phone, but the call said it was a recorded line. I then followed up on Tuesday May 30th and another **** ********* also reviewed my case and also confirmed I would receive a refund. I did not get any type of confirmation, so I called again June 2nd and ********************* told me I didn't qualify because it was my fault I did not include the passport card in my package. There was no way of me knowing that I had to include that card in my package when I submitted my application. RushMyPassport made me waste time and money trying to get my passport through them. I missed my flights-$2000+, a missed concert-$900, missed soccer game-$600, and now $1000 from RushMyPassport for a passport I never even received. They would not even allow me to speak with a manager or give me a partial refund. They are a horrible and manipulative company. I have so much more to say and several more details, but I am running out of characters to type it all out. I have all the documents I can provide if needed for the time stamps and money lost. This situation has been damaging financially and mentally and I would appreciate it so much if there was anything the BBB could do to help me get compensated. Thank you!

  Business Response

  Date: 06/27/2024

  We would like to sincerely apologize for what transpired during the processing of your passport. We will use your feedback to better our service.

• Initial Complaint

  Date:05/31/2023

  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.

  May 15th, 2023 I paid $788.85 for **************** for my passport to be completed and sent back to me by my trip to ************** on 6/18/2023. After completing the application on 5/15/2023, the application is stating for me to call. However no one answers the phone and I have left numerous messages for call back and have been unsuccessful. I have passport protection and I'm not getting what I paid for.

  Business Response

  Date: 06/27/2024

  We apologize for what transpired in your attempt to reach one of our agents. We are investigating this matter and will return with a resolution shortly.

• Initial Complaint

  Date:05/08/2023

  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 company guarantees passports within 2 weeks -- and charges close to **** dollars. My passport still has not arrived -- it was guaranteed by May 5. I have called the federal passport office , they told me they could give me no other information, because I use an outside party. They said my passport is just sitting at will call in **********************, I have tried calling at least 5 times just this morning. You get sent to a call center -- they do not help , they can not look anything up. No way to reach a live person that can help. They lie and say someone will call you back and no one does. I have a trip of a lifetime, but now will not be able to. This is the worst company I have ever dealt with. And I am beyond upset. This is a disgusting company. The amount of extra stress is not worth it. Please do not use this service. It is a joke, and now I am suffering because of them. I am the director of quality, and in my profession, this is gross negligence.

  Business Response

  Date: 06/27/2024

  We would like to apologize for any inconvenience you may have experienced during the processing of your passport. We will use your feedback to better our service. Our records indicate that you received the passport.

• Initial Complaint

  Date:04/30/2023

  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 purchased a an expedited passport service ($227) through RushMyPassport.com/***** on 2/23/23. The expedited service was advertised as a 5 week turnaround to receive my passport. I completed all of my application material and dropped it off with ***** on 3/4/23. It was received by RushMyPassport on 3/6/23. The tracking information states that it was delivered to the government office on 3/10/23. I have not received my passport as of 4/30/23, it has been over 7 weeks. I have contacted RushMyPassport several times during the 5-7 week window to get updated information about my passport. There has been no clear information regarding when I will receive my passport and no effort from RushMyPassport to resolve this issue.

  Business Response

  Date: 06/27/2024

  We apologize for any difficulty you experienced using our service. Our records indicate that the passports were received quicker than the accepted time frame for the service purchased. 

• Initial Complaint

  Date:04/10/2023

  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.

  They sold me expedited service for almost *******. I followed there instructions and then went to the passport center. There the passport agent declined to expedite the passport and show me the law explaining why. This company falsely took my money knowing that the law did not allow it.

  Business Response

  Date: 06/27/2024

  We apologize that we were unable to accommodate your request at the time you placed the order. We issued a full refund as of 4/28/23. We appreciate your feedback and will use it to better our service.

  Customer Answer

  Date: 06/27/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:04/08/2023

  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.

  April 4th. I attempted to purchase "priority expedited service" Charged me ****** to start the process. When attempting to start the process of helping with passport, you come to a stop and prompted to call them.I have tried calling dozens of times. hours and hours of hold. Sometimes you get a voicemail, sometimes it answers and you get hung up on. I can not use this service, and can not reach anyone for a refund. I have left messages and no return call. I went to write a review and see a lot of people are having the same problems. This company is scamming people out of their money. Order Number: GW-199423C94

  Business Response

  Date: 06/27/2024

  We would like to apologize for any inconvenience you experienced in an attempt to utilize our service. Your order was fully refunded at the time of your request. Thank you for your patience.

• Initial Complaint

  Date:03/27/2023

  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 decided to do my passport form with RushMyPassport, an organization tied to ****** I did all of the documentation, I paid $128.95 to the company on 02/23/23, and went thorough all the necessary documentation. After I went to ***** to ship my passport to be processed, I discovered that I needed a shipping label that RushMyPassport never provided me. After communicating with several ***** managers, it was communicated to me it was not anything they could do and I had to contact the company. When contacting the company, I was greeted with an automated system that repeated the same lines for 45 minutes until the call dropped. I called the company 47 times throughout the week of 02/23/23 before I decided to go to their office listed on ******* When I went to their office it was communicated to me that their office is appointment-only and I could not speak to anyone until I made an appointment. Afterwards, I called for another 20 times with no response from an actual human being. Nextly, I left a bad review on their ****** page, and I finally got a response from an person. They told me to leave my order number in the review and they would get back to me. After doing exactly what they asked I waited for a week with no contact with them before I made an update to my review communicating that they response to my bad review was just for images. I was never able to submit my passport to be processed which is the service I paid for. I never received any type of refund, and I believe this company is a scam and needs to be heavily monitored or shut down.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience caused to you. Your order has been fully refunded as you have requested. Thank you for your patience.

• Initial Complaint

  Date:03/22/2023

  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 hired this company to expedite my passport. I sent them my application to review on February 24th. They did not get it to the passport office until March 8th. After I employ them and sent them my documents the length of the government passport offices processing time changed and they did not inform me even though they had the date of my trip on record and knew the documents would not get to me in time. Their online system stopped tracking my passport progress. They said they could not fix this.I spoke to customer service and have included a copy of my conversation with them. I purchased a service which was a promise of hassle free passport expediting. I realize they arent responsible for the governments change in wait times, but I should have been informed by them of that fact that there had been a change. They should have figured out how to fix their system so that I could receive updates on my passport. They have not preformed the service I hired them for. This is a breach of contract. I deserve a refund.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced. We are subject to delays at the **************** level that they may not make us aware of. We will use your feedback to better our service.

• Initial Complaint

  Date:03/22/2023

  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 rushmypassport for assistance with passport paperwork and an expedited passport. Before you can start the application, you are required to pay $109 with an additional $80 for expedited service. I made both payments, completed my application, printed my documents. I was advised to visit an "acceptance agent" with a money order of $209 (and change) payable to department of state, my application, original birth certificate and passport photo. I visited the acceptance agent on 2/24/23 at *********************************. The agent reviewed my paperwork, took my payment, I paid an additional $35 processing fee to the agent and she took my original birth ceritifcate, passport application, photo and money order to be mailed. I was told I would have updates online within a few days. About 2 weeks after there were no updates in my client portal for rushmypassport, I visited the department of state website and searched my information using last name, birthdate and social (as this is the only way to check status and I was unable to reach anyone via phone). Department of state website stated status unavailable for my application. I continued to reach out to rush my passport via phone. I continually was sent to an "overflow call" service who took my information and never called me back. I sent emails. I used the live chat function. No one was able to provide me status or confirmation my documents were delivered to department of state. It is now 3/22/23, almost a month after I paid and applied. Rushmypassport cannot provide me an update and are nto returning calls, or emails. I have asked to be transfered to a supervisor at the company via chat and the agent ended the chat. This company takes money from people and does not provide a service. Further, since my application has not been verified recievied by department of state they have lost documents with personal information as well as $209.

  Business Response

  Date: 06/27/2024

  We would like to apologize for any inconvenience you may have experienced in an attempt to utilize our service. Your order has been fully refunded at your request. 

• Initial Complaint

  Date:03/22/2023

  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.

  Paid for an expedited **************** from Rushmypassport.com. The website malfunctioned and I was unable to complete required steps to rush the process. Called customer service, there was no answer. I left a message no response. I called again and answering service took calls, again no response. I went on LinkedIn and located the Executive for the company *************************** who explained that the company doesn't have the staff to handle the influx of calls. I asked her to refund my money. No response. Clearly the purpose of paying this company over $200 was to EXPEDITE the passport process! There is no response to chat or emails. There is no link to request refunds. I want the money back as I had to go to another company and pay the expedite fee. This company is horrible and should really be shutdown due to the volume of complaints and their inability to provide the services.

  Business Response

  Date: 06/27/2024

  We deeply apologize for any difficulty you had reaching an agent or using our system. We will use your feedback to improve our service.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 19634468
  
  I am rejecting this response because:

  You're responding 1 year and 3 months later?!?!?!?!?  REFUND ME NOW .  Ridiculous

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

  Business Response

  Date: 06/28/2024

  We apologize for the late response. We will send you a refund request form to complete.