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:01/11/2023

  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 found this website by trying to renew a passport with the info available on the ***** page. I thought it would be a legitimate business or organization. The site is called Govworks which makes it look like its a federal agency and is misleading. It in fact is not a government agency. When the paperwork has been completed you find out that there is a substantial fee on top of an already high fee. The first payment was $240 which was completed. Then there are a series of steps that take several days, finding old documents, getting certified paperwork and then getting a passport photo well before you find out that there is another additional fee of $230 (in my case). You physically have to print off your file for completion before finding out that you now owe a large amount of money. I tried to cancel the order but found out there is a 72 hour period to cancel and then there is zero customer service. I have called several times and No one calls back and no one is available on the phone. It is all automated. The entire site is a scam, misleading and fraudulent and I am sick over the fact that I spent what I thought was a $240 processing fee would actually be a $500 payment for just an expedited passport!

  Business Response

  Date: 06/27/2024

  We apologize for any confusion that you experienced with our service offering. We are happy that we were able to complete your refund and we wish you the best. 

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27, I was at work looking for Real ID vs passport options. Through a local post office site, I found rushmypassport.com. Im traveling in 6 weeks, and I was planning on expediting my application. It looked like a fed govt site. They issued a personal email address for the site @govWorks.com. The video I watched while the application was being processed didnt not mention it was NOT affiliated with Fed govt. I thought it was odd they needed me to send my personal, original documents to them for processing. I received an email saying my application was ready to downloadbut its not really ready as I apparently need to call their customer service line. 2 messages and 2 chats later, I am still unable to download my documents. I still have not received follow up on my first call nor my chats. For $700, I should not have to jump through these unnecessary hoops to access my application. They should also be more receptive to helping a customer. They are also intimating they are associated with the fed govt. Their logo is a robot with a blue insignia with the letters gov emblazoned across it. Again, i would not have purchased their services if they did not appear to be associated with the federal government. On the site, I am in this loop of application ready to download and call ************ to complete the process. Conflicting messages. No help from customer service. NO affiliation with the federal government. I really feel duped.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced in an attempt to utilize our service. We do not make any claims to be a government agency. We are one of many third-party passport expeditors that are allowed to operate by the **************** to assist with expedited passport processing. We offer hand-carry service for those with immediate travel. We have refunded your order in full and will use you feedback to better our service.

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a passport renewel service on 06/18/2019 for this company to expidite my passport, I was in the process of filing all the required documents as fast as i could possilbe (via work and normal everyday life haulted) none the less I had no timeframe on this service and was told I could use wheneer. By the time I had finished all my paperwork COVID struck and I had issues getting a hold of the company and was told expidite services would not be garunteed even though that is the service I paid and was charged for. However I was told in 2020 when I called them it could possilby *********** months or even up to a year process to get my passport, i was told to best wait out COVID to get what I paid for and that my service was already paid for and i can use whenver there is no expiration date. Fastfoward to 2022 I gave them a call today (12/18/2022), gave them my order # provided on my orginal email reciept, and the company was unable to pull up my order and find my name or number, even though i stated i have the original email from them along with paypal statement with the reciept and transaction # and order #. They said I would have to pay again and refused to provide the service I was told had no time fram or expirtation becuase its a serviced I had already paid for. All I want is a refund of the full amount I was charged as the links in my email no longer work as well and I am not able to recieve the services I have already paid for and they cant seem to pull it up on there system. Attached are the proof and reciepts. All I want is either my full refund for the amount of $178.85 back or the services I had already paid for to have my passport expidted and renewed (ITS ALREADY PAID FOR, I AM NOT PAYING ANY EXTRA).

  Business Response

  Date: 06/27/2024

  ******* we are happy to see that you were able to receive your passport. We apologize for any inconvenience you may have experienced during that time and we wish you all the best. 

• Initial Complaint

  Date:11/17/2022

  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.

  I am trying to renew my passport. I used this company, and its a complete scam.I *****ed my application and passport to the company, and they sent an email that ended up in my spam folder saying someone altered my check. My check was not altered by me as I put it in the ***** envelope. The email domain is different from their company and just sat in my spam folder. After 10 days, I asked the company for a status update and said someone altered the check and delayed your application. So, I had them charge my credit card. This was four days prior. I connected with them today and still have not sent out my application to the state ******************* is a fraud, and I'm concerned they stole my passport as there is no proof they sent it to the state ***** The federal authorities should investigate this company.

  Business Response

  Date: 06/27/2024

  We are happy to see that you received your passport in the 8 wees that was purchased. We apologize for any misunderstanding that was experienced with our service offering and wish you the best. 

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service for expedited passport. Which means I can get my passport in 5-7 weeks. Went to ************ their site sent me to to download paperwork completed online. Shipping label did not print. Was directed to place to have identity verified and no appointments till January 2023. On my own found a place to verify my identity. From web site was missing a document for lost passport that I should of had. ***** told I needed a copy and original birth certificate. Spent another $35.00 expedited **************** at ***** couldnt help they were not trained to handle any questions about their partner company. I was educated on proper paperwork by person legally able to verify my identity. I didnt have all my paperwork needed from site. I asked ***** representatives if I had everything, and where was shipping label they didnt know. I purchased my passport photo. Asked about envelope to ship paperwork and was told to come back after my identity was verified. Im very unsatisfied and feel as if this site was not truth full

  Business Response

  Date: 06/27/2024

  We do apologize for any inconvenience or misunderstanding experienced with our service offering. We are happy to see that you were able to receive your passport within the time frame in which you purchased and we wish you all the best. 

• Initial Complaint

  Date:10/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to have an expedited passport renewal for an international trip and paid an additional fee for this service. The application was well within the timeframe required for the application to be renewed. A couple of weeks after I sent the application, I was told that they could not process the application because the barcode on the application form could not be read, even though I printed it directly from their website using a professional printer. After calling the service number multiple times and leaving voice messages requesting how to resolve so that I could timely book my trip, nobody ever got back to me. I was unable to book and travel on my trip as a result and still nobody has gotten back to me; nor has anyone even attempted to follow up with me knowing this was pending.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you may have experienced attempting to utilize our service. Unfortunately, we were unable to submit the application because it was not printed the standard size. the passport agency will not accept applications that do not fall within their guidelines.

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After following the ******** Services link on the ************ website (https://www.office.fedex.com/default/passport-services) to rushmypassport.com, I payed $181.95 to the website in good faith that they would handle my passport information and services. This order was placed October 6th at 1:28pm.After a day, I decided instead to go another route to obtain my passport, so I attempted to call the toll free number available on the website - ************** - and cancel my order. There was no one at their offices, according to the audio on their answering machine. I attempted to call ************ - ************** - to resolve the issue; however, they gave me the same toll free telephone number listed above. Circular argument. Finally, I tried to use the chatbot available on the website. This resulted in a helpdesk message that I have attached below.Rushmypassport, LLC's refund policy (https://www.rushmypassport.com/refund-policy/) states that I have 72 hours to cancel my order, yet there has been no attempt to call me or notify me that the order has been cancelled or that anything is being processed.

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We were unable to locate an order that corresponds with the email provided or the name the review is in. We would like to have an order number so we may further investigate this matter.

• Initial Complaint

  Date:09/28/2022

  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 September 19th. Purchased a 1 week passport renewal service for 800$.Customer service claims that the "1 week emergency service" actually means 7 business days of processing and excluding travel time to and from facility"... doesnt state this anywhere on site or purchase confirmation. The passport was sent and received by the agency on sep20th. Today is September 28th, passport still has not been returned. I called customer support who told me there was 'zero shot i would ever get a refund' and then simply hung up...I have disputed the charge with my credit card company. The difference in cost for 1 week and 2 week delivery is 200$. At the very least should get the 2 week price. Website is a scam... they promise easy to access customer service chat feature which does not exist.

  Business Response

  Date: 06/27/2024

  We do apologize for any inconvenience our service offering may have caused you. A refund was issued for the service amount on 09/28/22. We do wish you all the best. 

• Initial Complaint

  Date:09/15/2022

  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.

  This company scammed me and is trying to kill me. The stress is making me have panic attacks. They will not give me a full refund. This is too much to bare The mental distress caused me to seek medical help

  Business Response

  Date: 06/27/2024

  We Do apologize for any inconvenience this may have caused you. A refund was issued to you minus the shipping, which was used to return your documents at your request. if you have any other questions please give us a call at **************.