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:03/28/2025

  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 was needing a passport for my up coming trip, I have never had my passport. I went through fed ex so I thought it was legit. After speaking to the passport acceptance facility and even the workers at *** ex i realized it was a scam and that all i need to do is pay the $60 for an expedited option. The refund form is not available where it says it should be. I am unable to get anyone on the phone to resolve this issue. I want a full refund.

  Business Response

  Date: 03/31/2025

  Hello, a refund request form was sent to the email provided. Please allow 7-10 business days for the refund to reflect back to your original method of payment. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23128111
  
  I am rejecting this response because:I have not received a refund or any communication from them since this complaint was filed. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/07/2025

  Hello, thank you for responding. We have reviewed you order and your refund is being processed through the billing department. 

• Initial Complaint

  Date:03/26/2025

  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.

  Order: GW-1DCFB3603 Amount of Transaction: ****** Date Posted: 11/3/2024 Merchant Name: RUSH MY PASSPORT ADMIN Card Number: XXXXXXXXXXXX0365 This dispute because this vendor allowed the product to be sent to the wrong address making their involvement in the process worthless to me and a violation of their promise to deliver "Passports delivered safe, fast, and secure." as the passport sat on the front porch of a house ***** miles from my location with nobody to retrieve it. The whole idea was to speed up the delivery of my passport before a trip and as you can see in their e-mail they ask for the delivery address which I provided them. The passport was delivered on time to the wrong address ***** miles from where I was about to catch an airplane overseas. This oversight on their side cost me time, stress and money that I will never get back. At the very least they did not earn the fee they charge for their service.The attached pdf is their confirmation e-mail which clearly has my desired delivery address written as ********************************************************The attached picture is the package I eventually received that was delivered to ******************************************************I reached out to the company and they take no responsibility and have offered no recourse for this mix up. They are supposedly the experts and I paid them to guide me through this process and expedite it which they did not. I would have been better off just doing it myself.Let me know if you have any other questions. Thank you for your time.

  Business Response

  Date: 03/27/2025

  Hello, thank you for contacting us. We would like to review your order and a member of our team will contact you directly. Thank you for your patience. 

• Initial Complaint

  Date:03/24/2025

  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 went to a local ***** store to apply for a passport. I got 3 applications that I paid over 300$ for I didnt get to complete them due to not having enough to continue with full process. I requested a refund on the online portal on the 20th way before the 30 day **** and havent received a response yet. I cant get in consort rush my passport or speak to anyone about the issue I will need some one to content asap to resolve this I paid for these passport applications for no reason I didnt know extra fees come with it also.

  Business Response

  Date: 03/25/2025

  Hello, thank you for contacting us. We have reviewed your 3 orders and see that a refund was requested on 03/20. Please allow 1-7 business days for refunds to process and reflect back to your original method of payment. 

• Initial Complaint

  Date:03/15/2025

  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.

  Dear Better Business Bureau,I am submitting this complaint against RushMyPassport.com regarding their deceptive and inefficient passport renewal process, which resulted in an unjustified additional charge of $170 for an emergency service upgrade due to delays caused entirely by their internal ************ is a detailed account of my experience:I applied for a rush passport renewal through RushMyPassport.com, expecting a streamlined process as advertised.I followed all instructions, submitted all required documents promptly, and even had my passport photo taken at a recommended location.After submitting my application, the website instructed me to call a phone number to finalize the process.Despite repeated attempts over the course of a week, no one answered my calls, and no one returned my messages.This delay prevented me from obtaining the necessary paperwork to mail in my passport within the original service timeframe.Eventually, I was able to reach someone through their online chat bot, which instantly lifted the hold on my application without requiring any new information from me.Because of this unnecessary delay, I was forced to pay an additional $170 for a higher-priority service level to ensure I received my passport in time for my trip.Had RushMyPassport.com handled my application efficiently or provided basic customer service, I would have met my original timeline without needing to pay the additional $170. Their system intentionally obstructed my ability to proceed, forcing me into a higher payment tier, which I consider fraudulent and unethical business practice.I am requesting a full reimbursement of the $170 that I was unfairly charged due to their service failure. Additionally, I believe this companys business practices should be reviewed to prevent other consumers from experiencing the same deceptive tactics.I appreciate your time in reviewing my complaint and look forward to your response.Sincerely,**** *****

  Business Response

  Date: 03/17/2025

  Thank you for contacting us.
  After reviewing your order, we found that you originally placed an order for our 3-week processing service on February 24th. Based on this date, the estimated delivery date would have been March 20th. Given your travel date, this would still have been outside of your travel window.
  Unfortunately, due to this, you are not eligible for a refund. However, we will email you a refund dispute form to the email address we have on file. Please follow the instructions on the form and submit it. Our billing team will review your dispute and make a decision.
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23071399
  
  I am rejecting this response because: 

  I previously submitted a complaint against RushMyPassport.com regarding a $170 refund for service charges incurred due to what I believe were deliberately obstructive and imprudent business practices. Following BBBs initial contact with the company, I was informed that a refund form would be sent to me. I complied with their instructions and submitted the completed form and requested documentation by the stated deadline. However, weeks later, the envelope was returned to me marked "undeliverable." Since then, I have attempted to reach the company twice to confirm a valid mailing address, but I have received no response. I am once again requesting a refund of $170. Attached are copies of the email correspondence and a photo showing that the letter was sent as instructed. Thank you for your continued assistance in resolving this matter.

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

  Business Response

  Date: 05/14/2025

  Thank you for your follow-up and for providing additional details regarding your refund request.
  We sincerely apologize for the inconvenience and frustration this situation has caused. Its clear that you made every effort to follow the instructions provided, and we understand how upsetting it must be to have the refund form returned as undeliverable without any follow-up support.
  To move forward, please resend your completed Refund Dispute Form along with any supporting documentation to the address below:
  Expedited Travel
  Attn: ******************************start="701" data-end="704">******************************************************
  *************************
  Please ensure your request is postmarked within 15 days of receiving the form for it to be considered.
  If you have any further questions, youre welcome to contact us at ************************** or call us at ************** during business hours. We're here to help and committed to resolving this for you.

• Initial Complaint

  Date:03/11/2025

  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 attempted to use their expedited passport service to replace a damaged passport a couple weeks before an international trip. After completing my application, as a next step, I was advised to call the business 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 replace my passport, and I had to cancel my trip. This business is a complete scam. I've been trying to get in contact with someone at the company to resolve this and get a full refund for WEEKS after I first applied for this service. I've waited on hold to speak with an advisor for hours, no one ever answers. I want a full refund.

  Business Response

  Date: 03/12/2025

  Hello, thank you for contacting us. After reviewing your order we see that you spoke with a member of our team and a refund request was sent to your email on 03/11. please allow 1-5 business days for the refund to reflect back to your original method of payment. 

  Customer Answer

  Date: 03/18/2025

  It has been 5 business days and I still have not received a refund or any contact from the business.

  Business Response

  Date: 03/20/2025

  Hello, we were able to review your order. A refund was processed on 03/19. Please allow 1-5 business days for your refund to reflect back to your original method of payment. 

• Initial Complaint

  Date:03/10/2025

  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.

  Formal complaint against Rush My Passport for misrepresentation of service, failure to provide service, and refusal to issue a refund despite their error. I paid $238.95 for their expedited passport service. Rush My Passport directed me to a courthouse that does not process passport applications through third-party expeditors, making it impossible for me to utilize their service. I had to complete my passport application through the post office, where I paid an additional $200 for application and expedited processing fees. After realizing the issue, I called multiple times, left voicemails, and submitted messages requesting assistance, but my calls were never returned. On 2/27/25, I finally spoke with a **** named ******** *., who acknowledged my concern and stated that she would escalate my refund request to a supervisor. She assured me I would receive a callback within ***** hours, but I never did. On 3/10/25,I called again and spoke with ******** *. once more. She now claimed there were no notes documenting my prior request/escalation, meaning my previous complaint was not even recorded. Instead of addressing my issue, ******** repeated their refund policy and suggested transferring the service rather than issuing a refund. When I explained their company misrepresented their service, ******** attempted to shift blame and falsely claimed that the post office used a document from their company to expedite my passport, which is entirely untrue. When I requested to speak with a supervisor, she refused to provide direct contact info and told me to wait another ***** hours for a callbackwhich I never received the first time. Rush My Passport misrepresented their service by providing incorrect instructions, making it impossible for use of service. They failed to fulfill their contractual obligation as I paid for an expedited passport service. The delay in discovering the issue was due to their misinformation. Companies cannot charge for services they fail to provide.

  Business Response

  Date: 03/12/2025

  Thank you for contacting us.
  After reviewing your order, we noticed that you completed a new passport application (DS-11). Please note that when completing a DS-11, the application must be signed by an authorized acceptance agent ($35.00) and the government fee ($130 + $60 for expediting) must be paid.
  When you signed up for Rush My Passport online, the total stated the fee you were paying online does not include the government fee, which was paid to the acceptance agent. The suggestion provided to you for an acceptance agent was not a requirement but rather a suggestion of where you could find one.
  Your order was placed on August 2, 2024, and your request for a refund was in March 2025. Our refund policy is 72 hours after the date of service request. For this reason, you are not eligible for a refund at this time.
  We will email you a refund dispute form to the email address on file for you to complete and submit if you do not agree with this policy.
  

• Initial Complaint

  Date:03/05/2025

  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 applied for rush passport, I was half way through filling out application had questions called and left message for call back , no call back called again same day three times holding at least on hour No pickup Sent an email last night no response They are charging my cc 191 although did not even finish app. Called this morning, the same Finally left a mother message Help!!!

  Business Response

  Date: 03/06/2025

  Hello, thank you for contacting us. I was able to review your order and we will have a member of our team contact you directly to answer any questions. 

• Initial Complaint

  Date:03/04/2025

  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.

  On website to apply for expedited passport. Website wouldn't take my debit card payment because it said my billing address didn't match my account address, but it does as I verified it. Checked my bank account and sure enough there is a pending transaction for RMP ***** for $188.10. Spoke with **** (RMP *****). She said there was nothing on their end. Attempted to continue conversation, however, she abruptly ended the chat.

  Business Response

  Date: 03/06/2025

  Hello, thank you for contacting us. I was unable to pull up an order for you. In this case what happens is the pending charge is not accepted by the company and it reverses back to your account. If for any reason this charge is completed proof of the completed transaction is required and a refund will be processed. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23020581
  
  I am rejecting this response because:  The charge remains in pending status three (3) days post-transaction.  The fact that Rush My Passport has my debit card info now leads to me having to freeze and/or replace my card and the $188.10 remains in limbo and I am unable to use those funds to obtain my passport without RMP's assistance.  I am retired and on a very fixed income.  Very unacceptable.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/07/2025

  Hello, you can provide proof of the completed transaction and Rush My Passport will provide a refund. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23020581
  
  I am rejecting this response because: As stated in my initial response, and at the time of this response, the transaction remains in pending status.  This indicates that RMP has my debit card information. ******** the request for payment from my financial institution. 
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23020581
  
  I am rejecting this response because: I am rejecting this response because: As stated in my initial response, and at the time of this response, the transaction remains in pending status.  This indicates that RMP has my debit card information. ******** the request for payment from my financial institution. 
  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/11/2025

  Hello, we are willing to refund your money. we need proof of the completed transaction, not pending. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23020581
  
  I am rejecting this response because:  There is no longer a pending transaction listed from RMP in my bank account, therefor, I am no longer in need of a refund from this company.  I will be monitoring my account very closely, more so than usual, to be sure no unusual and/or illegal requests go through since RMP has my billing information. 

  Dear BBB, please check in to RMP for possible fraud as evidenced by my initial complaint.
  

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

• Initial Complaint

  Date:02/11/2025

  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.

  Business prompted me to call them directly to finalize my application for a new passport. I tried to call 5 times and left 3 voice messages. No returned calls. I ended up having to do my expedited passport service on my own because no one would call me back. I want a full refund because they did not complete their services.

  Business Response

  Date: 02/17/2025

  Thank you for contacting us, We will have one of our agents reach out to you and discuss refund options. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22928161
  
  I am rejecting this response because I do NOT want to close this complaint until a FULL refund has been issued. This is merely the business stating that 'an agent' will reach out to me regarding refund options. Not good enough.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 02/18/2025

  Hello, we have sent a refund request to the email on file. Please respond and allow 1-5 business days for the refund to reflect to your original payment method. 

• Initial Complaint

  Date:02/05/2025

  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.

  DO NOT employ this service for 2-4 day guarantee:--guarantee DOES NOT include "shipping time" which is no fewer than 1 day out and 1 day back. My trade was 6 BUSINESS days away and after paying 2-4 day expedited $733 fee, was advised that I would miss my travel date by 2 days (7 day guarantee NOT the 2-4 days that I was sold). THIS IS NOT DISCLOSED ON THE *** SITE OR PRIOR TO SALE AND DATA ENTRY.--service requires a visit to US passport agent (post office or clerk) this is in addition to processing time AND in my instance not appointments were available for a week and walk-in to two locations was not available. THIS IS NOT DISCLOSED ON THE *** SITE OR PRIOR TO SALE AND DATA ENTRY.--one post office staffer called this product "Fraud", and reported to me that she see's these problems numerous times.I am declining payment. I am reporting this bait and switch false advertising to Better Business Bureau. And I am looking for every social forum to educate other travelers. This company should be fined and disallowed from false marketing. *************** should end their affiliation **************** of experience: February 05, 2025

  Business Response

  Date: 02/06/2025

  Thank you for contacting us. After reviewing your order and the type of passport you applied for, we found that it is required by the ******************* to have your documents verified by an acceptance agent, such as the post office.During your conversation with our agent, you were provided with an estimated delivery date to help you decide whether to proceed or find alternative means of obtaining your passport. At that time, you had the opportunity to request a refund, which was not done. We will have an agent reach out to you directly to address your request. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22904662
  
  I am rejecting this response because:

  As clearly stated in my complaint AND at length in conversation with agent, PRIOR TO SALE (prior to Rush My Passport accepting my payment) IT WAS NOT MADE CLEAR;

  --that shipping days WERE NOT included in the 2-4 day guarantee.  This is FALSE ADVERTAING / MARKETING.  The clear intended communication from you the marketer and the intended consumer take-away is that a passport will be in hand and ready to support international travel in NO MORE than 4 days.  This can never happen as part of your process and is therefor FALSE AND MISLEADING advertising statements.  You should not be allowed to continue this duplicitous buisness

  --that an additional trip to a passport agency was required.  THE ONLY step indicated prior to sale was ONE VISIT to a ***** Office.  This additional step hidden from your consumers prior to sale, unquestionably requires unanticipated time, and in my instance and other instances I was advised about from the **** passport agent I interviewed was that A-this is a surprise to consumers who employ your service, and B-in my instance NO appointments we available and walk-ins at two **** locations we not available.

  The situation you place consumers in: A sells a product with a time guarantee you CANNOT deliver. B Accepts payment based on this mis-information AND C does not reveal this 'bait and switch' mis-information until AFTER consumer has paid AND consumer has spent 1-2 hours entering data and documentation and waiting to speak with an agent.

  Rush My Passport is flagrantly guilty of mis-leading consumers and selling a product with no or materially less value than they advertise.

  I am hopeful that BBB visibility as well as efforts on ****** reviews, redit and social media will curtail your false and misleading business.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/17/2025

  Good morning, A refund request was sent to the email on file. Please respond to the email and allow 1-5 business days for the refund to reflect back to your original method of payment.