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:04/30/2025

  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.

  I saw AAA ad for expedited passport service online. I started the application process and realized the service was not through AAA but through Rush My Passport, a separate company. When I realized they were charging $200 for expedited service alone, not including cost of passport, I immediately started the process of cancellation and refund. The number they give to call for a refund brings you to the account you opened through ************ which in itself gives the false pretense they are a government entity. The phone message states to log into the ******** account and fill out refund request, which is just a cancellation request form initially. I emailed what I could find for customer service contact. I checked my bank account and the refund was not processed. i saw that the cancellation email you had to click for a refund separately. I then had to search for their refund form via ******, submitted the form 4/29/25 (original date of service was 4/14) I informed them I had had a stroke and did not need their services any longer and was emailed back that that was not a good enough reason for the refund. I am going to begin dispute process with my bank. Trying to reach someone on the phone is near impossible. Having to jump through hoops should not be necessary and being told having a stroke isnt a good enough reason for refunding is absurd. They are a scam company and use *** as the lure that they are a legitimate company. I simply want my $200 back as their service is fraudulent. I have emails I tried taking photos of but only 1 photo will upload.

  Business Response

  Date: 05/02/2025

  We are sorry that you have had a negative experience with our service offering and experienced such difficulties reaching a member of our team. We do emphasize with you on the fact that you had a stroke, we're truly sorry. However, I have taken a look at your account and unfortunately the reason your refund request was declined was due to the fact that your order was manifested. It does state in our refund policy that if the order is manifested you're no longer eligible for a refund. I've sent you a Refund Dispute Form, please print the form, fill it out and then mail it to the address that's on the form. Our billing department will then decide on the outcome of your refund request and then you'll receive an email of their decision. Please let us know if you have any further questions or concerns. 

• Initial Complaint

  Date:04/17/2025

  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.

  I attempted to use their expedited passport service to replace an expired passport a couple weeks before my business flight. After completing my application, as a next step, I was advised to call the business phone number in order to download my documents for review. I called several times and left several voicemails ahead of my trip. No one returned my calls, I was not able to renew my passport. This business is a scam. I've been trying to get in contact with someone at the company between 9-6pm EST to resolve this and get a full refund. I went ahead and requested a full refund on the website. I attempted to login to the govworks account to check status but rushmypassport disabled my account.

  Business Response

  Date: 04/24/2025

  We are sorry that you have had a negative experience with our service offering and experienced such difficulties reaching a member of our team. I have taken a look into your account and I do see that you did submit a refund request. We'll reach out to our billing department to make sure the refund is processed. Our billing department takes 24 hours to process the refund once that has been processed, depending on your bank or financial institution you should see the funds reflected back to the original form of payment that was used to create the account within 3-5 business days. Please let us know if you have any further questions, concerns or if there's anything more that we can do for you. 
  
  

  Customer Answer

  Date: 04/29/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  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.

  I signed up for ************** because I use CLEAR and they recommended it. Signed up for expedited service for 2-3 weeks only to realize all they do is fill out a simple PDF for you that could be done by a 16 year old and prepay your shipping (all for the low price of $250+) you then have to pay the expedited fee for your passport anyways straight to the department of state. It gets worse.. my passport was received a few days ago and rushmypassport is continuing to send me emails saying my passport is being processed for shipping. What a complete joke. I would like my money back

  Business Response

  Date: 04/24/2025

  We apologize for the difficulties you've experienced in regards to our service offering. I was able to pull up the details of your order, and your passport application was received by the ******************* and they did process your passport through the service that you paid our company. It does state on our website at the beginning when you're creating your order that the government fee is not included in our service. We submitted your documents to the Department of State for your passport to be processed and expedited under our 3 week service and it was processed in that time frame. We do apologize that you still continue to receive generated emails after receiving your passport but unfortunately as stated they are generated emails. Since the passports was processed in the timeframe that you paid for you would not be eligible for a refund however I have sent you a Refund Dispute Form. Please fill the form out and mail it to the address on the form and once our billing department receives it they'll review it and your account and make their decision and someone will reach out to you. Please let us know if there's anything more we can do for you.

• Initial Complaint

  Date:04/17/2025

  Type:Billing 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.

  My purchase was April 2, 2025 for $107.10.This company is undeniably deceptive. They charge customers for so-called ********************** passport services, yet provide no actual value in return. Their website mimics the official U.S. State Department site, merely helping users complete a form they must still submit in person at an authorized passport acceptance facilitylike a post office or library.Whats especially misleading is that they charge fees similar to the official processing fees, creating confusion among consumers who mistakenly believe they are paying for expedited government services. In reality, nothing is expedited, and users still have to go through the exact same process and pay the same government fees as anyone not using this service.Their business model preys on urgency and misinformation, and doing so under the guise of helping people get a U.S. passport faster is not only unethicalits shameful. This company should be classified as a scam and held legally accountable for misleading the public and charging for a service they do not deliver.What makes this even more troubling, in my opinion, is that well-known and trusted companieslike AAA and ********* partnered with this operation, likely receiving a kickback in return. Their involvement lends an undeserved sense of legitimacy to the service and misleads consumers further. These companies should also be investigated for their role in enabling and profiting from this deceptive practice.

  Business Response

  Date: 04/24/2025

  We apologize for the difficulties you've experienced in regards to our service offering. When doing a new passport application it's required by the ******************* that all applicants have their identity and documents verified by a government official at a Passport Acceptance Agent such as a post office, county clerk's office or your local library. Unfortunately that's something that's beyond our control. We're a third party expediting company and our service begins when your documents arrive at the Department of State. We're not misleading in the service that we offer or that the government is an additional charge paid to the Department of State. It's stated on our website at the very beginning when creating the order. I was able to pull up the details of your order, and your passport application has been received by the department of state, and is currently in processing, therefore you would not be eligible for a refund. We are providing the services that you paid for. I have sent you a Refund Dispute Form if you would like to fill that form out and mail that into our billing department they will look over the form and your account and reach out to you with their decision. Please let us know if there's anything more that we can do for you.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23219776
  
  I am rejecting this response for the following reason: the company claims to "expedite your application, getting you your travel documents in record time." However, this is misleading. They play no role in the actual processing of the passport application.

  Passport applications are processed exclusively by the ************************, and the speed at which they are processed depends solely on the service level selected and the corresponding fees paid directly to the ********************

  So what exactly is this company expediting? They do not process or ship passports themselves. Therefore, the claim that they "expedite your application" is simply false. It misleads consumers into believing the company has influence over the processing time, when in reality, they do not.

  Any informed consumer would recognize this as a deceptive marketing claim.

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

• Initial Complaint

  Date:04/15/2025

  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.

  My wife and I were having trouble obtaining our Real ID on time for our vacation this coming May due to the recent increase in applications. Instead we decided to get passports which we thought would be much quicker if expedited. We then saw an ad online from a ***** affiliate called Rush My Passport. This company advertised that you can expedite the process of your passport application and shipping by paying a select amount. We each paid $238.95 to have our passports filed and sent. We soon learned the only thing this company can provide is a goverment application for a passport (which is free). We still had to get a new form at the post office and have the mail clerk assist us in sending out all the necessary information. This company claims you may receive a refund within 24 hours by filling out an online form at the ******** website. This form is not available on their website. There are multiple phone numbers and names of businesses associated with this company. All phone numbers lead to an answering service that does not connect to anything. We have disputed the charges as we were misled about the services that were to be provided and charged almost 500 dollars for a free goverment form. We have yet to hear anything back. I do not want them involved in my passport process WHATSOEVER.

  Business Response

  Date: 04/17/2025

  We're sorry that you have had a negative experience with our service offering and experienced such difficulties reaching a member of our team. We are an online expediting company, that provides the expediting process once you're documents have reached the Department of State. However, when you're doing a brand new passport the ******************* does require that you have your identity and your documents authenticated by a government official at an acceptance agent such as the post office, courthouse or your local library before they can be sent to the Department of State for processing. That process unfortunately is a completely separate process that we have no control over. I have pulled your account and I have canceled the order and sent the refund request to our billing department, they'll process the refund within ***** hours and after that you should see the funds reflected back to the original form of payment that was used to created the account within 3-5 business days. You'll also receive a cancelation and refund request form in your email, please select one of the options of why you would like to cancel and then click submit. I was not able to locate your wife's account so if you could please respond with her order number we'll be happy to get her order canceled and refunded as well. If you have any further questions or concerns please let us know.

  Customer Answer

  Date: 04/17/2025

   
  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. My wife's (******** ***** order number is GW-3CA341DA6
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 05/01/2025

  Complaint ID# ******** Updated as of 04/28/2025 RushMyPassport has shown complete disregard to this complaint and did not follow through with the agreement in the previous complaint. My wife and I have not received any form of refund and now our passports are being delayed due to RushMyPassport's interference. There is still no possible way to contact a representative of RushMyPassport other than the BBB. The next step is legal action, no matter the cost.

  Business Response

  Date: 05/02/2025

  We are sorry that you have had a negative experience with our service offering, I have taken a look into your account and I do see that the refund request was submitted however the request was denied. The reason for the denial was because of a couple reasons. First the order was manifested, once the order is manifested and the documents have been downloaded and printed you're no longer eligible for a refund. That is stated in our refund policy, also on one the sections that you have to select in order to download and print your documents, it does go over this with you as well. Second it does show that your application was processed at the ******************* using our service and the passport was shipped out to you under our service. I have emailed you a Refund Dispute Form, please print, fill the form out and mail it to the address that's on the form. Our billing department will go over the form and make their decision and they'll reach out to you via email with their response. Please let us know if you have any further questions or concerns.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23209935
  
  I am rejecting this response because:

  
  Your company did not have any hand in my passport process whatsoever, all processing was done by me and ***** All your company has done is mislead us and take our money for nothing in return. All you have given me is a FREE goverment document, which I obtained for FREE at ****. It should or may be illegal to "sell" FREE forms from the goverment for ridiculous prices. As you can see in the attached documents, your company is not even aware that I have already received my passports. This is nothing short of despicable!

  Coldest regards,
  
  **** *****

  Business Response

  Date: 05/09/2025

  Thank you for reaching out, and we sincerely apologize for any frustration this experience may have caused.
  RushMyPassport is a passport expediting service, and we do charge a service fee for each order. While **** serves as a Passport Acceptance Agent which is a  requirement by the ************************ for new passport applications, the application we provide must be used so the State Department can confirm expedited service and provide updates.
  We show your passports have been shipped and delivered, and that you submitted a refund request on April 17. Unfortunately, the request was declined based on our cancellation policy, which states that once an application packet is downloaded or an order is under manifest, it is no longer eligible for a refund.If you have any questions or need further assistance, please call us at **************. Were here to help.
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23209935
  
  I am rejecting this response because:

  As I have stated previously, I did not use your form (which is the identical FREE goverment form) and you have provided no service to me whatsoever. **** handled the entire process. From filing the application to shipping the application AND shipping the application back to me. ***** had NOTHING to do with this process and neither did RushMyPassport. I don't know how many times I need to say this, so I will put it all in caps. YOU CHARGED MY WIFE AND I ALMOST $500 FOR A FREE GOVERMENT FORM AND HAD NOTHING TO DO WITH MY PASSPORT PROCESS AT ALL. There was no service provided, no handling, no processing of applications, and no shipping.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/14/2025

  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.

  My wife and I used this service solely because the us postal service was impossible to get an appointment with for new passport processing. We filled out the application as requested and on completion we received a list of passport processing locations. The only one listed other than our post office that we contacted stated they had no clue why they were still on their website as they no longer provided passport processing services. We then had to redo our applications and wait for an appointment to finally come available at a post office an hour away from our home. The service provided us with nothing other than a nice printed application which we couldn't use and being charged $297.90 for absolutely nothing. I filled out the request refund form as requested and it has now been 17 days and have heard nothing back from them.

  Business Response

  Date: 04/16/2025

  We apologize for the difficulties you've experienced in regards to our service offering, however, when doing a new passport the ******************* does require that your identity and documents be authenticated by a government official at a passport acceptance agent. I have taken a look at both of your accounts and the refund has been processed please allow 1-3 business days and you should see the funds reflected back to original method of payment that was used.  If you should have any further questions or concerns please contact our office at ************

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ******* *******

• Initial Complaint

  Date:04/12/2025

  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 was directed to the RushMyPassport site after searching and see that AAA provided passport assistance. I had no idea that *** would pass customers off to such a bogus service. I will be contacting AAA as well. I went through the initial steps that RushMyPassport required. Which was completing a passport application form they were, supposedly, guiding me through so it would be accurate and processed more quickly. Then I paid them $188.10 ($209 - AAA discount). I received an email saying my "application packet" was complete. I downloaded the application I had completed on their site. I read all of the directions--I had to get all of the necessary documents and go to a Passport Acceptance Agent to finalize things. The Passport Acceptance Agent is the ****. I was using this expedited service so I could bypass the **** because they are so busy at this time. I was able to get a walk-in appointment at the ****. Ultimately I had to start the process from the beginning. The application they had "helped" me fill out was completely wrong and needed to be discarded. I had to fill in a new application by hand. I had to pay all of the fees, including the one for expediting the process to the ****. The post office employee had no idea what I was talking about when I said I had already paid for expedited service. She had no idea how the application, etc., I was working on with her would "meet up" with some other order number somewhere else. I paid the **** $306--which duplicated what I had already paid to RushMyPassport. RushMyPassport did nothing for me accept have me type up an incorrect application form. There was NO service provided. I am really irate about this. They are just taking advantage of people who are in the difficult situation of needing a passport very quickly.

  Business Response

  Date: 04/14/2025

  We are sorry that you have had a negative experience with our service offering and experienced such difficulties. When you're applying for a new passport it is a requirement by the ******************* that you have your identity and your documents verified and your signature witnessed by a government official at a Passport Acceptance Agent, such as the your local post office or courthouse. The fee that you paid to Rush My Passport was for the service only, to have your passport expedited in a 3 week time frame. The government fee that you paid at the post office is a completely separate fee, it does state that on our website. We have canceled your order, our billing department will process your refund within ***** hours, after that you should see the refund reflected back to the original form of payment that the account was created with. You should also receive a cancelation/refund request in your inbox, please just select the reason for your cancelation and then submit. Please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:04/12/2025

  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 canceled my order before using it. I was unable to download files or use an application and had many issues. I asked for a refund and was told one would be sent. I called and asked for an update and you have to leave a voicemail where no one calls back or responds. It is very difficult to reach a live person or have a call returned. Still waiting for my refund from 4/2/2025

  Business Response

  Date: 04/16/2025

  We are sorry that you have had a negative experience with our service offering and have experienced such difficulties reaching a member of our team. Your refund has been processed, we're sorry that it has taken longer than what was originally expected. You should see the refund amount reflected back into your account within 1-3 business days depending upon your bank or financial institution.  

  Customer Answer

  Date: 04/19/2025

   
  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.
  
  I received my refund

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

• Initial Complaint

  Date:04/05/2025

  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 money to have my sons passport expedited through rushmypassport.com its been 3 weeks we still dont have it we were suppose to have it in 3-5 days

  Business Response

  Date: 04/07/2025

  Hello, thank you for contacting us. We were able to review your order that was placed on 02/28 for our 3 week service. Your application is processing with the *******************. Once your application has been approved you will receive an email updating you on delivery. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23164596
  
  I am rejecting this response because:
  You all told us 3-5 days and you took my money and ran I want my $200 back we missed our trip because you all lied so please dont guarantee something if its not correct
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/10/2025

  We apologize for the difficulties you've experienced in regards to our service offering. I was able to pull up the details of your order, and your passport application was received by the department of state, and the passport was shipped out. We don't guarantee the delivery dates we give an estimated delivery date because we rely on ***** and **** for shipping. According to our policy you're not eligible for a refund, I will email you a Refund Dispute Form, you can complete that form and please mail that form to the address that's on there. Once it's received our billing department will decide whether the refund will be approved or denied.
  
  
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23164596
  
  I am rejecting this response because:
  Why am I paying to have the passport expedited if it came in the normal amount of days you should have enough decency to reimburse individuals money back if the passport is not expedited in the amount of days you said it would take it took wayyyyy longer than what you said it would take and now I need my refund because we missed our trip because of you guys 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/03/2025

  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.

  Submitted a refund request that was not processed, contacted customer support once, upon contacting them again, it was said that there was never a refund filed which is plainly and wholly inaccurate. The refund request was submitted through their portal, and confirmed by the first support agent. The second support agent claimed the refund request never occurred even though these interactions were within 10 minutes of one another. Its absurd that this company is partnered with *** and its absurd that this company exists. They take your money under false pretenses of being a faster option or more convenient, when neither of these things are true and they absolutely rinse you for money. Upon contacting this second support agent they remembered the refund request existed and was filed, and then stated that they were behind due to their new policy meant to speed these things up. Makes absolutely zero sense how a refund request can get lost and even less sense that a policy meant to make the refund process smoother would cause a delay.Absolutely and undeniably a shady business that exists solely to scalp your money. Stay far far away and do not interact with them. They push your refund far enough down the road so you do not receive full compensation for this service that only does a disservice to you.Its also hilarious that on their phone number the first thing they mention is refunds. That should tell you all you need to know. Stay away.

  Business Response

  Date: 04/04/2025

  Hello, thank you for contacting us. after reviewing your order a refund was processed for ****** on 04/03. Please allow 3-5 business days for your refund to reflect back to your original method of payment.