Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/12/2025

  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,
  
  **** ******** ******

• Initial Complaint

  Date:09/30/2024

  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.

  below report sent to agency in question:I did not receive exported passport service and **** advised your agency is of no consequence in processing my application - I was required to pay **** $167.00 fee and return my money order your agency incorrectly directed me to provide ****. In short, your services were not needed - I was directed to your website by my ********** app and completed application steps in good faith your agency was affiliated with *** and needed. This not being the case, please refund my $167.00 fee back on to my credit card.

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention. According to our records, your application initially started as a renewal, which can be processed and shipped by Rushmypassport alone. However, during the completion of the personal information section of the application, something was entered that triggered the application to be processed as a new passport application. This could have been due to indicating that your passport was expired for over 5 years or that you were never issued a passport. If incorrect information is entered into the system, it will result in the wrong application being processed. If you have not submitted any documents to the passport agency yet, we can help you correct this issue. Please contact us at **************.

• Initial Complaint

  Date:09/12/2024

  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 had a passport about 20 years ago. When it expired I shredded it. I don't have the information from it. I didn't know that it is required when you fill out the form through rushmypassport.com. There is no way to properly fill out their form without typing in the passport ID number. I called my local passport office and asked if there was a way to get that information and I explained to her what was going on. She told me that there was no way for her to get that information and also that she didn't recommend using agencies like rushmypassport.com because if the forms aren't filled out correctly that it wont go through processing. I then called the rushmypassport.com number that was listed on the website ***************). I explained to them that I didn't know what my passport ID number was and that I couldn't fill out the information. She looked up my order then she told me that if I didn't know the information that it wasn't their problem that I had 12 months that my order would be valid for. I told her that doesn't do me any good if I have no way to get the information and that I would like my money refunded to me. She told me that their policy is that orders that were made after 72 hours weren't eligible for refunds. So I told her "So what you are telling me is that because there is no way for me to get that information that is requested of me I cant fill out the form properly and cant get a passport so I am being deprived of the service that I paid for. Also you refuse to refund me of the money that I paid so essentially you guys are just robbing me." If I would have known I needed the information ahead of time I would have never paid them for services but you have to purchase their service before you can ever fill out the forms. They should let you fill out the forms first and once they are filled out completely then you have to pay for them to process them. This is ridiculous

  Business Response

  Date: 09/13/2024

  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 I have tried to reach you using both numbers listed on your account to aid in bypassing the option of requesting passport book number for it isn't required to complete a new passport application.  I do see your application is now at 100% and is ready to download to take to your nearest  Passport acceptance agent as detailed in the instructions. I will follow up with you before close of business for any additional clarity.

• Initial Complaint

  Date:08/26/2024

  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.

  I ordered a passport renewal from this company that calls itself "Rush" my passport... It is not anything but a scam. It had me mail them my real passport with an application and a check for an amount that they had given me of $206. Then I got an email saying something was wrong. I was then told the amount was not $206 but $210. So I gave my credit card and paid the full amount again. I tell them that in addition to a trip I have in Feb. 2025, I now have a trip leaving October 10, 204, and I need to know exactly when my passport was coming. They said by Wednesday August 21st. It did not come. It is now Monday August 26th. I called to check. The first ******** service person says October 21st. They tell me that for another $90 they will be able to get it to me on time - in 3 weeks. I ask to speak to a supervisor. They say that I cannot, that they can only leave a message for a supervisor to call me back the next day. I get off the phone and try to see if I can get a better ******** service person by calling back. The next person tells me that the passport is not scheduled to arrive until October 29th. He repeats the request for $90 in order to get my passport back by September 23rd. I tell him that I am willing to pay this amount IF he sends me an email that tells me IN WRITING what amount he is asking for and the date they they are committed to get me my passport back. He says that he cannot do so. I ask again to speak to a supervisor and again he tells me that he can only leave a message for someone to call me back the next day. I am now waiting for this call. This company is holding US passports hostage and who knows what they are doing with them. They are extorting money from people to "RUSH"mypassport.... and they are doing anything BUT ******* passports. The *** should investigate this company to better understand the business model and what it is doing with American passports

  Business Response

  Date: 08/27/2024

  Thank you for bringing this to our attention. Our records indicate that you submitted a check to the State Department for the old amount of $209.53. That amount is changed by the passport agency every couple of years and it happened to change after you submitted your application. This was beyond our control and affected many people who sent the wrong amount. The service you purchased is an 8-week turnaround and the time frame starts once we receive the required documents and they are all correct. The 8-week service rarely ever takes that long and we anticipate you will have the passport back before the end of the month with the current processing time frames. We will not be issuing a refund because the documents have already been submitted to the passport agency. We are confident that you will have the passport back before your travel in October, We anticipate the 3rd week of September. We hope that receiving the passport back in time will prompt you to change your review. Thank you for your patience.