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: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. 

• Initial Complaint

  Date:01/22/2025

  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.

  On 01/22/2025 I was guided through clear to a last minute passport renewal as I realized my passport expired last week. The service misleads the customer into thinking it will be able to over night the passport renewal. Instead it just fills out the passport form through a survey that can be downloaded and filled out off of the government site. $1000 to print and ship a document that is free online is absurd, and the misrepresentation of a renewal overnight vs a completed form is deceiving and predatory.

  Business Response

  Date: 01/22/2025

  We are sorry for any misunderstanding concerning our service offering. We have sent a refund request to the email on file. please respond. Please allow 1-5 business days for your refund to reflect to your account. 

• Initial Complaint

  Date:01/17/2025

  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.

  Was trying to get my passport and was filing through ***** and got redirected to this website rushmypassport.com, which then had me fill out all the info for my passport on 1/8/2025. Then it asks if id like to pay for expedited shipping for it to arrive within 3-4 weeks. I proceeded to pay $209.00 for the shipping and an extra $29.95 for passport protection. Later find out on 1/17/25 when I go in to finalize my passport at ************** Im told that this has nothing to do with shipping the passport or with protection for my passport. They told me all it was is supplying you with a passport application ( which is free!!!) so I was charged $238.95 on 1/8/2025 for an application which is provided for free. They completely mislead me and was advertising for the shipping of my passport and for protection when in reality it does absolutely nothing for me. Ive tried to call them and they havent gotten back to me. ************** told me to reach out to you guys because this happens a lot with the same company. Please if you could help me out, I just want my money back as I have to pay more that actually goes towards my passport and shipping. This company is a complete scam and does not help ship or protect anything! Please help me out I would greatly appreciate it! Thank you.

  Business Response

  Date: 01/20/2025

  Good morning *********, we are sorry for misunderstanding concerning our services. Our passport protection service is in the event circumstances beyond your control should happen to your passport within the 1st year our services would be made available to you. Because you are completing a "New Passport" you must see an authorized acceptance agent before your application can be submitted. This is to verify that you are the person applying for this passport. We have sent a refund request form to your email ****************************. If for any reason you do not receive that request please contact our office at ************ for assistance. As always we wish you all the best on your future travels. 

• Initial Complaint

  Date:01/12/2025

  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 had contacted rushmypassport.com because I lost my passport and needed to expedite its replacement. Their website indicated they could initiate and process the replacement within 7-9 days. The site requested a fee of $433.50 upfront and directed completion of an application. Two days later, they sent instructions on where to go near my home to begin the replacement process, which was at my local library. Because I had to wait for the next available appointment, it was not until five days later that I could bring my documents to the passport agent. The agent had me re-do the application which I had submitted via rushmypassport because the form was incorrect. The agent further explained that rushmypassport is fraudulent and that I shouldnt have used it. I went to Trustpilot and explained my issue and that rushmypassport did absolutely nothing. The passport agent charged me an additional $250 to process and expedite my passport - not rushmypassport ! They sent a response back indicating they will not refund me anything.

  Business Response

  Date: 01/15/2025

  *****, we do apologize for any inconvenience you may have experienced with our service offering. When filing for a lost passport one of the steps before submitting is being verified by and ******************************* Some agents will not see you for an emergency service if you are not within 14 days of your travel. Rush My Passport does have a 72 hour refund policy. Unfortunately your request for a refund was submitted 8 days after your purchase. I can send a refund dispute form to the email on file. Please review it and complete it. Once it is received by our billing department it will be reviewed. 

• Initial Complaint

  Date:12/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my passport to be renewed with rush my passport. They emailed me that theres a paper missing, that was on November 7 2024. They were supposed to send my passport back over night. Its been over 3 weeks, called them 7 times and every time they give me a tracking number and my passport never gets shipped. As of today, December 2, 2024, they still have my passport and will not send it to me. I need my passport.

  Business Response

  Date: 12/03/2024

  Ms. ******** we do apologize for any inconvenience our service offering may have caused you. We have issued a full refund of ****** and your docs including the government fee have been shipped out. Please allow 3-5 business days for your refund to reflect to you account. 

• Initial Complaint

  Date:11/28/2024

  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.

  Date of transaction 10/28/2024 Amount of Charge: $223.05 They promised to rush my passport services They did not provide anything beyond what I already did at the government website. I found out only after I had to pay them first and they simply did not provide anything extra. This company simply provides an interface to fill out the government forms and they actually do not provide a single service beyond what the government website offers. I know that because I used the government website before and I also confirmed with other user experience stories online. I was scammed and very mislead so I need a refund and this company should probably be shut down. I cannot reach them to dispute the charge because they intentionally do not have any customer service so they can trap people into paying them.

  Business Response

  Date: 12/02/2024

  ****** we are sorry that you were unable to reach one of our phone agents. A refund request has been submitted per your request. if you have any questions or concerns please feel free to call us at ************ 

• Initial Complaint

  Date:11/20/2024

  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.

  This company is a scam. They sent me to government buildings that were demolished years ago and told me to ask government officials to seal documents outside of their 2 week protocol, which is illegal. Every single time I called (which was 12 times in 2 days), they had another solution to offer, but nothing that actually solved my problems. Calling is a hassle, you have to go through multiple prompts before you're even given the option to speak to a real person. On one of my final calls I was given an apology and a promise to upgrade my order to expedited shipping, free of charge. I asked for proof in writing and the employee (****) was very shady and said it wouldn't be needed as he would stay on the phone with me as I got a confirmation email that my shipping courier was changed. Thankfully I called to verify again before shipping all of my documents, because not only was my shipping not upgraded, it wasn't free of charge and I was told their employees are not authorized to give free upgrades. It didn't matter that I had the employees name and that all of their calls are recorded, they refused to verify my previous conversation and told me my only option to get my passport on time was to pay another $400. Do not waste your time with RushMyPassport

  Business Response

  Date: 11/21/2024

  We do apologize for any inconvenience our service offering may have caused you. I was able to pull up your order and see that a full refund was processed for you. you should see that reflect to your original method of payment with in 3-5 business days. If you do not see the refund within that time please give us a call at ************. 

• Initial Complaint

  Date:11/09/2024

  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.

  Advertise rushed passports for an extra $240. On their website they have a video saying theyll send a shipping label and all I have to do is put all documents in an envelope with their shipping label and drop in the mail and theyll take care of the rest. HOWEVER, no shipping label was ever sent and furthermore, when you finish filling out the application on the page linked to their website (the link to fill out application is govworks which implies theyre a government website but are def no (they say so in the small print) the instructions that are provided say to bring the application and required documents to the passport acceptance agent myself rather than shipping the application to them rushed and then them waiting in line (so I dont have to lol) to submit my passport application as they advertise in their video. So I paid an additional ~$200 to have it rushed from there. The acceptance agent I spoke to says shes seen others who ended up on the ******** website and had the same deal, instructions said to come to an acceptance agent themselves. This is the opposite of what their intro video says. So my claim is false advertising at the very least. Either way, its disgustingly exploitative of people who are probably already in a situation that requires they get a passport fast. The only thing they did do for me is allow me to fill out the application, which is not the service they advertise, and anyways this could be done for free elsewhere. You start the process with them and pay, THEN you fill out the application, then at the end you get a checklist and instructions to take the docs to the acceptance agent, so bate and switch. Im seeing so many people on Reddit with the same experience. Please, if you cant get my money back, can you please please hold them accountable in some other way, or stop them if you can!

  Business Response

  Date: 11/11/2024

  Good morning, we do apologize for any misunderstanding with our service offering. When applying for a new passport, on of the steps is to visit An Acceptance Agent to have your identity verified. This is  something the is required by the ******************* for all applicants submitting a DS-11 application. For this reason you were not charged for shipping, because the process requires your Acceptance Agent to ship your documents. Rush My passport is a third-party expediting service and not and Acceptance Agent. We can send a refund dispute form to the email that is on file for you to submit a refund request. 

• Initial Complaint

  Date:10/20/2024

  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.

  We employed ************** services to receive passports. We paid immediately but we did not receive passports. We contacted **** a few times via phone and email. Our last call we were told our accounts couldn't be found so we through our emails (sent correspondences) and a company representative said he'll check on it. Still we have no passports and no one is helping us with refunds and/or passports. There are two purchases/accounts. Order#: ****** for $178.90 and ****** for $178.90.

  Business Response

  Date: 10/31/2024

  Good morning Mrs. ********** We do apologize for any inconvenience you many have received with our service offering. Unfortunately this order was made in 2018 per your receipts, and the time to request a refund has expired. 

• Initial Complaint

  Date:10/04/2024

  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 paid extra for expedited service and sent my application and documents in on 9/23/24. For the fee, it was not at all clear in the instructions that I needed to also include the government fee. RushMyPassport emailed me 3 days later on 9/26 to say I had not included the government fee. Their email told me where to mail a check, but not the amount. I went on the government website and determined the fee the best I could and overnighted a personal check on the same day (9/26) to the address they provided. The check was received and signed for on Monday morning 9/30/24. On Friday 10/4, I had no updates so I called RushMyPassport. They advised me that they had not processed the payment and the payment amount was incorrect. I told them that the email they sent me did not provide an amount and so I had to guess. I had to pay an extra $10 to process the payment over the phone and now my passport will not be available in the timeframe they guaranteed based on the expedited service I used. Now they want me to pay additional fees for a higher level of service and re-submit my documents because they won't have it ready in time for my trip. The communication on such a critical document from this company is awful and I wish I had never done business with them. I want a full refund for their services due to lack of instruction and communication. I have loaded my receipts and email communication from them for support. This is not how business should be done!

  Business Response

  Date: 10/07/2024

  ****, we are sorry that you are not satisfied with our service offering. We will have an agent reach out to you directly about the request for a refund using the number provided on your account. 

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is not yet a resolution, but an attempt to make a resolution.  I have not received any follow-up information as to the status of my passport either.  I would prefer to receive my passport renewal in the time period specified by the option I chose and paid for, then I will consider this resolved.
  
  Sincerely,
  
  **** ******** ******