Business Profile
Business Forms and Systems
Rushmypassport.comThis business is NOT BBB Accredited.
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This business has 1 alert
Complaints
Customer Complaints Summary
- 146 total complaints in the last 3 years.
- 68 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/20/2023
Type:Product IssuesStatus: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.
Last Monday, March 13, I purchased two expedited passport packages from this company at $246 each. After realizing we were not going to make our trip, I sent a request to the company for a full refund (per their 24 hour refund policy). I could not get a hold of anyone on the phone, by email, by their chat or by their ******** page until the next day. They then responded by ******** and offered me a refund on ONE of the purchases. I responded asking for a refund for both and have not heard back from them since. I've called almost every day. I've written multiple messages and have not heard anything. This is very troubling because each charge is $246 and, looking at their ******** page, this is a very common occurrence. It's astounding that a company like this is connected somehow to FedEx.I would like help getting my refund before I have to pay this charge on my credit card. Thanks so much for your help.Business Response
Date: 06/27/2024
We deeply apologize for any inconvenience that *** have been caused to you. We want to let you know that your orders have been fully refunded as per your request. We appreciate your patience and understanding, and we sincerely apologize for any inconvenience you *** have experienced.Initial Complaint
Date:03/20/2023
Type:Customer Service IssuesStatus: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 February 21st 2023 I downgraded my services with rushmypassport. This downgrade should have resulted in a refund of over $400. Over the last month I have called three times and spoken to four different people. Nobody is able to tell me when I will be getting my refund. Nobody knows where my money went. And the company is refusing to direct me to a person who can help me with my issue. They are refusing to provide confirmation of our conversations and will not provide me with an email for customer service or a managers information. I believe this company is a scam.Business Response
Date: 06/27/2024
We apologize for the delay in the downgrade refund that you experienced. as of 5/16 the amount was put back on the card used to place the order. We apologize for the delay once. again.Initial Complaint
Date:03/17/2023
Type:Service or Repair IssuesStatus: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.
02-28-23 ****** I was told by the passport agency here in ***** that this company doesn't even have a license. They say they (rushmypassport) hand deliver the passport to the agency. Which they dont. They said that we are able to get our passport fast turn around even for new passport holders (which is false) they did not the provide the service at all.Business Response
Date: 06/27/2024
We apologize for any inconvenience you may have experienced attempting to utilize our service. We are reviewing this matter and will be reaching out shortly with a response.Initial Complaint
Date:03/08/2023
Type:Product IssuesStatus: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 a 5-week passport service. The cost of this service was $189.00. In addition, they charged me $19.95 for passport insurance. They have detailed instructions about getting your passport renewed. All of the instructions were wrong. They provided the wrong mailing label for passport collection. This resulted in an RTS costing me four days (3 business days). According to US DOS policy, I only have five business days to get the application to the *** after I am sworn.I called Rushmypassport. I asked about all the inconsistencies in their provided service. I ask Rushedmypassport via the telephone what the status of my passport application is? I asked for any visibility and a justification or reason why the postmaster general at the ******* *********** had to correct so much of RushmyPassport paperwork. I asked what the status of my order is now? I asked these questions on the phone to a Rushmypassport representative. The representative could give no answers. They referred me to a supervisor who would call me back. I have not received a callback,My order is GW-2CFF6F2CE. I want consumers to be aware that Rushmypassport is a scam service that preys on the uninformed. Please inquire with Rushmypassport. Get their side of the story. afterward please ensure you **** their record to help other consumers avoid this Scam.Thanks.Business Response
Date: 06/27/2024
We apologize for any inconvenience you experienced in your attempt to use our service. We will use your feedback to better our service providing.Initial Complaint
Date:03/02/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was looking online on how to get my passport. Came across Rushmypassport through ***** website. I filled out the paper work needed. At the end I was charged $150 for their services to help with my passport. I tried contacting the company the same day to get my money back because I rather do it myself then pay some 3rd party. When calling into their company you can get an option to talk to a representative. You end up on hold for a long time and no one ever comes to the line. Gives you the option to hold your place in line on the call, where they will call you back. They never did. When you go to their website they have an option for live chat, but no one answers you. Can someone help please?Business Response
Date: 06/27/2024
We apologize for the inconvenience cause in your attempt to utilize our service. We have issued you a full refund as of 3/1/2023. once again, we are sorry we were not able to be of more assistance to you.Initial Complaint
Date:03/01/2023
Type:Product IssuesStatus: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 24 Feb 2023 I paid for expedited/rush passport service. However, no such service is provided by this business. They created a bogus govWorks email, "provided" an incomplete & incorrectly filled in DS11, fee did not include passport picture fee with their partnered business ******* who's photo's were rejected), they do not submit or expedite your passport application. Long story short, they charge $129 under the guise of rush/expedited passport service, but provide nothing; not even usable applications.Business Response
Date: 06/27/2024
We do apologize for any inconvenience you experienced with our service offering. A refund was issued on 03/17/2023. We do wish you all the best.Initial Complaint
Date:02/28/2023
Type:Delivery IssuesStatus: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.
Misleading information on ********************** They infer they take care of all aspects of passport services when in fact they are only a courier system. Fine, but customer is unable to reach anyone in customer service to resolve any problem/issue with service. We need to go to an acceptance agent but their website will not load any locations. $500 spent for nothing. I cannot believe FexEx is affiliated with this scam company. So many recent reviews that echo a similar experience that of mine. The website states the following:Select Service Type Select the type of passport service you need, and indicate how quickly you need it. Expediting cost does not include shipping fees or government fees, which are paid separately to the U.S. ********** of ***** (starting at $190 for adults and $160 for children).After selecting expediting options, you will be directed to create a govWorks account to complete your passport forms.-The easy-to-use wizard will generate the necessary documentation to process your passport application -Every passport application requires a printed government-compliant photo be submitted with your application. See a team member at ************ to purchase you passport photo Review your checklist to ensure you have all required documents. Follow the instructions for shipping your documents. Please note: **** services will not require a ***** shipping label and are shipped via the acceptance agent It does not specify before purchasing the passport acceptance agency is requiredfedex told me fill out paperwork online, come back with required identification, take photos, we will ship it my order numbers as follows : GW-F89D8991F GW-871CDO8E1Business Response
Date: 06/27/2024
We apologize for anything that *** not have been clear about our service. We have issued a full refund at your request that was completed on 3/17/23. We will use your feedback to better our service.Initial Complaint
Date:02/27/2023
Type:Product IssuesStatus: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 vendor took my payment but did not actually fulfill the service. Now, they will not return my calls or emails. Their service is linked through ***** and they won't help me either.Business Response
Date: 06/27/2024
We apologize for any difficulty you experienced when trying to reach our office. We are currently reviewing this matter in an effort to reach a mutually acceptable resolution. Thank you for your patience.Initial Complaint
Date:02/21/2023
Type:Order IssuesStatus: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 to expedite passports for my husband and I. I received my passport, however, they did his paperwork incorrectly. They did not tell us this until the day before we were leaving for our out of country trip, even though we had been calling them daily to get updates. My husband never received his passport. They are refusing to refund the hundreds of dollars spent on his expediting services, refusing to send his passport, and will not return his birth certificate. Now, they are ignoring every message we leave and refusing to call us back for a resolution.Business Response
Date: 06/27/2024
We apologize for any inconvenience you may have experienced using our service. Part of the process involves a passport acceptance agent ensure the documents they adjudicate are included in the sealed envelope to present to you and then to the passport agency. Unfortunately, there was an item missing that ultimate delayed the process. We apologize and will use your feedback to better our service.Initial Complaint
Date:02/20/2023
Type:Customer Service IssuesStatus: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 this company $208.95 on 12/5/2022 to make me a 5 week expedited passport. When I went to send my paperwork out the pist office informed me that I had just paid to fill out my paperwork online and that I would have to pay through the post office to have my passport expedited. As of today, 2/20/2023, I have still not yet received my passport more than a month and a half after sending everything out and I still cannot reach the company to get a refund, they only have an answering machine. There are still no updates on when my passport will arrive and I'm worried that I have been scammed.Business Response
Date: 06/27/2024
We apologize for any issue you may have experienced using our service. Your order was refunded as of 3/24/23. We will use your feedback to better our service.
Rushmypassport.com is NOT a BBB Accredited Business.
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