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:06/15/2024

  Type:Sales and Advertising 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.

  It was advertised that once I filled the PASSPORT application they will do the rest like sending the filled application thru FedX to the appropriate passport agency. They didnt nothing other than provide the application Form that is available everywhere in web.

  Business Response

  Date: 06/26/2024

  Hello,

   

  we are sorry to learn that you do not see the value in the service we provide and would like to talk to you about it in detail. Can you please provide us with your order number? upon receipt of your order number, we will reach out to you directly. 

  Customer Answer

  Date: 06/29/2024

   
  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:06/06/2024

  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.

  Transaction date: 5/21/2024 Paid for passport services and upon going to the post office, realized that the $570.46 paid was just for an application that can be printed for free. The post office still charged me for all of the passport fees.

  Business Response

  Date: 06/27/2024

  Good afternoon, Our records indicate that your 5 passports should have been received. we are happy to see this. if for any reason you have not received all of your passports please give is a call at ************. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21812065
  
  I am rejecting this response because:
  I received my passports because I paid the post office to process, take pictures, rush fees, and mail costs. All that I received from rushmypassport was a free application.

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

  Business Response

  Date: 06/28/2024

  We do not serve as passport acceptance facilities. Therefore, visiting one is part of the process, whether using a third party to oversee it or not. Although the applications were submitted by the acceptance agent, our service also monitored them, and we would have helped you address any issues that came up. Fortunately, you did not need any additional assistance after submitting the application. We serve as an extra measure to ensure all goes well.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21812065
  
  I am rejecting this response because:
   That is exactly my point, I paid nearly $600 to you to rush my passport when you do nothing to rush my passport or process it. You provided the free application and free monitoring that I can do both from the government website. That is misleading marketing. I then go pay the government all of the money I would have spent whether I did pay rush my passport or not. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/21/2024

  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 sent the application twice (over night) they always say the application missing the bottom part which i confirmed in the second shipment will be included (pretty sure it was there in the first time as well). they probably work only for the cancelation fees while dragging their client to unnecessary stress as their traveling dates are coming up and will not provide any real service! when i asked to get my passport back they demanded $180 for nothing! they wasted dear time traveling to posts office etc...

  Business Response

  Date: 06/28/2024

  We apologize for any inconvenience you experienced in an attempt to utilize our service. Unfortunately, we are not permitted to submit documents to the passport agency that could be possibly flagged. We must reach out each time there is an issue until we have an acceptable application. We are subject to the ********** of ***** rules regarding how the application needs to be formatted. We are unable to issue a refund because the order was placed well over ****************************************************************************************** family member. We once again apologize for any stress this may have caused you. 

• Initial Complaint

  Date:05/20/2024

  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 may 15,2024 I signed up for Rushmypassport.com s passport service, specifically because they offered preferred access to Passport Acceptance Centers. I tried to access the service that day, but after entering in my card information the website stopped working. I tried again the next day, still encountered tech difficulty, so I called customer service number. when i got a live rep I told him that I only needed their help facilitating the appointment for dropping off documents. He reassured me and he walked me through the forms that Id already filled out. The website eventually failed, and the rep had to forward a pdf of the form for the passport, they gathered my information and gave back forms I already had completed. I asked about the passport acceptance services and he directed me to go to ************* post office as a walk-in on saturday. I arrived that morning 90 minutes early to find that only two walkins per day can get that done. Further attempts to contact customer service leads to nothing.

  Business Response

  Date: 06/27/2024

  We do apologize for any inconvenience you may have experienced with our service offering. A refund was issued on 05/22/2024. 

• Initial Complaint

  Date:05/16/2024

  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 paid for this companies passport service through the ***** website a total of $228.95 my husband also fill out the form and paid on their website $209.00. Attached transaction screenshot. One of the first steps is to pay so went ahead paid and after the system generated the forms told me to go to the VIRGINIA BEACH CITY CLERKS OFFICE which is not what was advertised on the website. The website makes you think they handle everything you just fill out the form take the photos and they will process for you. Uploaded screenshot from website that doesnt say you need to visit court. Still I printed out the form. When I called the court house in ************** was told they dont do expedited service and they dont have any knowledge of this service. They told me to head out to Norfolk Circuit Court for expedited service. When I arrived there I was provided the service was able to take the photo there and they took our forms. The total I had to pay was $480.00 for 2 passports at the courthouse attached receipt. Was told i needed to pay at the there in order to get our passports processed and they do not process passports to third party companies they need to be done in person. They also told us the forms are free and that is the only thing this website provided us, passport forms. So we ended up paying twice for 2 passports. When we returned from the courthouse we try contacting rushmypassport with no success. When calling the number they dont have a customer service representative. I was only able to leave a message and no one reached back to me. I try emailing them but couldnt find an address so had to message them on the website and they have not responded. I would like a refund for both of the passport applications they did not processed since we had to process ourselves. I uploaded photos of courthouse receipts, bank transactions paid to *****, screenshots from the website and screenshots of paid fees.

  Business Response

  Date: 06/27/2024

  We do apologize for any misunderstanding with our site. We have noted the concerns and will use them to make improvements. a refund was issued to the original method of payment on 05/17/24

  Customer Answer

  Date: 06/27/2024

  I see my transaction was refunded but my was  my husbands was not. I had sent the information about both transactions for 2 separate passports and only was refunded one. Transactions were made with 2 different debit cards linked to the same checking account for the purchase of 2 passports. One for my husband, one for me.  I have uploaded here all information about both transactions but got only one transaction refunded. Please send a refund link to my husband so we can get that refund. Can be sent to my email or his email ************************* Thank you 

  Business Response

  Date: 07/01/2024

  Thank you for bringing this to our attention. We have now canceled the 2nd order as well. Thank you for your patience.

• Initial Complaint

  Date:05/15/2024

  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 was referred to RushMyPassport via clear. I spoke to them on the phone, and they clarified that while they were not a government service, they could guarantee the fastest submission and turn around time for my passport as they would CHECK THE DOCUMENTS.I paid nearly $500 for rushed service, on top of the passport fees. All they did was fill out forms for me (incorrectly) and give me a postage label to send the information. They sent me the wrong forms, were incredibly slow in processing them, and then denied knowledge of them being rejected.When I asked for follow up, the customer success woman hung up on me.

  Business Response

  Date: 06/27/2024

  We do apologize for the inconvenience you have experienced. After reviewing your order the ***82 form that was generated is based on the details places on the application. Although you can renew a card for a PP book, if you have never had a book, you can not renew the PP card for a Book if that PP book has been lost or stolen. When that happens you are required to submit a ***11 accompanied by a ***64. We can assist with the next steps to correct the errors so that you can continue your process to receive your passport. We can have an agent reach out to you directly if you have any questions. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21714309
  
  I am rejecting this response because the response is dishonest. I spoke to multiple representatives that instructed me on the exact opposite. You either need to train your people better, or refund me. 

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

  Business Response

  Date: 06/28/2024

  It appears that there is some misunderstanding about the application process. We do not fill out any documents for you, nor do we send you any documents. Each applicant must visit our gov-works site and answer one question at a time, after which the system will generate a form. While answering the questions, you will be asked whether you have been issued a passport, a passport card, both, or none. If you failed to answer this question accurately, it would result in an incorrect form. Nevertheless, we did not send you the wrong form because we do not send the form at all. Once you complete the form, you need to print it and send it to us. It is common for people to forget whether they have a card or a book. It is beyond our control to know what you were issued in order to avoid the delay. We had to wait for the passport agency to do the background check and they will discover it and let you know about it. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21714309
  
  Stop lying. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/30/2024

  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.

  Rushmypassport is a fraudulent business that advertises expedited passport renewal services. I never received the passport, there is no recourse at all or any way to speak to anyone at the company - they just refer you to the US department of state. This business should not be allowed to advertise expedited passport services because they have no way of seeing the process through- it is a scam. Consumers need protection from this fraudulent business and fake advertising.

  Business Response

  Date: 06/28/2024

  We apologize for what may have taken place during the delivery of your completed passport. The particular passport agency your passport was completed at shipped the passport directly from their office. to the address on the passport application itself. We can direct you on how to retrieve the passport if you have not completed it yet. We once again apologize for any inconvenience caused.

• Initial Complaint

  Date:04/29/2024

  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 paid over $570 to RushMyPassport on 4/29/24 for their ***************** I had talked to their IT chat people online several times before buying to work out whether I could get their process started on 4/29. I talked to them one last time before buying their service (Order # GW-A496B4917), and I found out later that this same morning their **************** was having technical difficulties. It was supposed to be an easy process of filling out the application form and getting some forms immediately afterward to printo out and mail to them. They wasted most of my day repeatedly telling me to log out, wait an hour and try again. When I asked *about* their refund process, their rep immediately told me he canceled the order, and I received a "cancellation request" email that contained a link to a "refund request" page where I *might* get my money back if they decide I have a good enough reason. $580 and a day later and I have nothing, not even the assurance of a refund.

  Business Response

  Date: 06/27/2024

  We apologize for any issues you experienced using our system.  Our site is directly linked to the to travel.state.gov site so if they experience issues, it can affect our system also. We have issued you a full refund as you requested, and it was completed on 4/30/204. We once again apologize for any and all inconvenience. 

• Initial Complaint

  Date:04/27/2024

  Type:Sales and Advertising 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 reached out to RushMyPassport because my passport was going to expire before a trip I had planned. I contacted them on April 11th and paid extra to have my passport expedited and sent back within 2-3 weeks. This would allow a few weeks to take care of any issues that should arise (my trip is scheduled for May 14th). I got an email a few days later saying that the document I printed was too big and the barcode had been partially cut off. Understandable, so I fixed it and sent it off. A day later, I get an email saying that now it was printed too small. So I call Goldilocks to make sure that I am printing the page correctly this time. I asked while on the call "Is there any other issue I need to resolve for this?" I hear back that my check is a starter check and can't be accepted by the govt. I doubt that is the case but I say fine and pay with a card. I asked ***** who I was speaking with, "I have sent in several applications now with multiple pictures, do I need to include a picture on this final hopefully good application?" She insisted I was fine. At this rate I wasn't going to get my passport in time, so I paid to upgrade to 7-9 business days instead of 2-3 weeks. Another $130 sent to them. Fast forward to the next day and I get an email again from them saying they never received a picture with my application and they needed my passport book. I sent the booklet to them on April 11th with my ***** application and I had been told the day before that I didn't need to worry about a photo! I call to try and resolve it and I was told I would hear from someone from the solutions team by end of day. I of course didn't hear anything until 5pm when I called in to follow up. Still nothing. I demanded a refund and asked for my passport to be sent back to me. I got half of a refund and they don't know where my passport is. They can't find it. So, I am now trying to work with a passport agency to get a new passport. These guys are criminals or completely incompetent.

  Business Response

  Date: 06/27/2024

  We apologize for not being able to assist you with processing your application.  We have issued a full refund at your request as of 4/25/24. We once again apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21634951
  
  I am rejecting this response because: I didnt receive a full refund as mentioned in the above response. My records still show I only received half of the refund of what I paid. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/01/2024

  Thank you for bringing this to our attention. The refunds were issued in two separate amounts. There was a portion of the refund withheld because the shipping labels were used to ship us the documents and the cost of the shipping of the documents back to you after canceling. 

  Total Amount Refunded
  $130.20
  Refunded On:
  Thursday, April 25 2024
  Confirmation Number:
  80411825902

  Total Amount Refunded
  $268.90
  Refunded On:
  Thursday, April 25 2024
  Confirmation Number:
  120398330297

  Customer Answer

  Date: 07/01/2024

   
  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 will not be changing my review however. This was still a stressful and unnecessarily painful process. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/11/2024

  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 contacted the service and paid for a rush passport. I was told I would receive the passport by April 10 when I contact them on April 10. They told me that the passport was able to be tracked through ***** but the ***** number they gave me was only for delivery of the passport to the government office when I called them for current Information they were unable to assist me. I informed them that I paid for expedited service and return of passport to my daughters boarding school but the state department did not have that address. I was then told I need to contact the state department to figure out what happened with the passport. I paid for the service to act as the intermediary and make sure everything occurred smoothly. At this point I have paid almost $500 for them to give me a ***** label and tell me to handle everything myself.

  Business Response

  Date: 06/28/2024

  We apologize for what may have transpired with the processing of your passport. There may have been a request for additional documents. In most cases they will send a letter directly to the applicant to request the information they need. They will continue processing the passport once they receive the needed information. If you have received a letter please contact us and we will tell you how to proceed. We apologize once again for what may have transpired, but it was definitely something on the **************** level that has held up the passport.