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:03/27/2024

  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.

  The business claims to rush passport processing times and saves you a trip to the passport acceptance office. I was already skeptical because for a first time passport the state dpt. says you must appear in person but the website was rated alright and promised that Any ordered canceled and not under manifest is *********** a full refund. Any order under manifest occurs when a reservation of limited capacity at the *************** has been placed on your behalf. Seeing this, and the fact that they have a special box for new passport I was relieved and booked a $200 service (excluding the $200+ to be paid to the state department). After getting a form filler tool (that is available on the state departments website) and a checklist (also available information through the state department but reformatted) I heard nothing. I sent an email asking what further information was needed and heard nothing back. I then, after several days of trying to get their chat feature to work (because they arent free to call any time that I am not at work) I finally reached someone and they told me that the service did not book appointments at all and that I payed $200 for a free tool. After reading more of the reviews, it seems like plenty of people have fallen for their deceptive marketing and even more deceptive description of their service. They should not be allowed to claim that they save a trip to the passport office or that they will refund prior to getting an appointment if they never schedule appointments

  Business Response

  Date: 06/27/2024

  We apologize for any confusion regarding our pricing. Our order page indicates that the passport agency fee is not included in our fee, and it makes you confirm you are aware of this before you are able to continue. Our assistance extends beyond just the use of our portal to ensure a correctly completed and accurate application is generated. We are also available throughout the week to answer any questions pertaining to the passport application and to address issues that arise that could cause delays. At your request, we issued a full refund on 3/28/24. We once again apologize for any confusion about the service we provide.

  Customer Answer

  Date: 06/27/2024

   
  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:03/12/2024

  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 ordered a passport through ***** because they partnered with RushMyPassport and paid $462 to get my passport in 8-9 days. After I submitted my application, I got a notice that I needed to call an 800 number to finish the process. I called several times and could never get to anyone. I waited on hold for three hours. I left several voicemails and tried every combination to try to get someone on the phone, nothing worked. I subsequently had to cancel my trip. This is definitely a scam.

  Business Response

  Date: 06/27/2024

  We apologize for not being able to accommodate your request at the time your order was placed. We are subject to passport agency availability, holidays and weather conditions. Upon discovering we were not able to assist a full refund was issued on 3/14/2024.

• Initial Complaint

  Date:03/08/2024

  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.

  This company not only sold me services that I could not use but also charged me for services that I did not sign up for. I cannot use their services because my son has to go in person for his passport due to his age at the time that he got his last passport. I have asked for assistance multiple times at the Fed Ex store in **************** , ** - they can never help and by calling RushMyPassport - I want a full refund. I have requested it multiple times through the chat and over the phone.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you experienced in an attempt to process your passport through our service. We offer full refunds within 90 days of an order being placed. Once you are outside of that time frame you can still transfer the service to someone else or proceed yourself if you still have not processed your own application.

• Initial Complaint

  Date:03/04/2024

  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 found out that I have to go to ****** for a work meeting in April. I searched the internet for ways to expedite my passport and was linked to this service via the actual ***** website! RushMyPassport also appears to be "Expedited Travel" according to the email signature of an employee who emailed me. The business seemed to be legitimate and also seemed legitimately connected to *****. I was routed to what appeared to be a government site "************************" to fill out the ***11 form. There is no actual service provided other than populating all of my personal information into a PDF, which I would have done on my own. Now these people have my social, my parents' information, and all of my personal information. I'm more worried about my personal information than I am the $200+. Immediately, I started getting spam texts and have had numerous spam phone calls today, a problem that I don't usually have on my work phone. They clearly sold off my information. Now, in addition to being a single working parent operating a business with multiple deadlines, I also have to take precautions against this predatory and unscrupulous company. Here is the company, with connections to ***** that do not actually exist.****************************************************************** is the response from an employee when I asked if their service was a scam: Hey I am to leave but we've been in business for years with *****. I don't think ***** will partner with us when it comes to being a scam. We expedite passports meaning anything involving ***11 has to go to an acceptance agent to verify. You paid the amount to get it within 3-4 weeks on top of the government fee which is a check or money order that the department state has to cash. We are just a 3rd party company that associates with the department state to expedite the process.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience caused to you as a result of using our service. There was a technical issue we were working with that prevented the download of documents for a short period as our site is linked to the passport agency site that creates the forms. Our records indicate that you received the passport before the travel date listed. passport arrived around 3/27 and we have a travel date of 4/16. Once again, we apologize for any undue stress you may have experienced.  

• Initial Complaint

  Date:02/19/2024

  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 is a little more than a scam website claiming that they can rush your passport, there is no service provided. You are basically depositing money into their pockets. Everything that they claim they do can be done by your local post office for a fraction of the price. They make no attempts to inform you of what their true service or purpose is. When calling customer service to request a refund, they solely pretended to take down my information in a vain attempt to placate me. They inform me that my money would be returning to me within 7 to 10 business days. It has been over a month now and no such deposit has been made to my bank or my wife's bank account. I have tried contacting them again but either they have my number blocked or have my number on some sort of list because I can't reach anybody. The fact that hotels are allowing their guests to use this service or to even promote this as a viable option is disgraceful.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you experienced in an attempt to use our service. Your order was canceled and refunded on 1/26/2024. We once again apologize for any inconvenience and will use your feedback to better our service.

• Initial Complaint

  Date:02/13/2024

  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.

  ************** and ***** mislead the consumer to believe that a passport can be expedited through the ***** advertised "expedited service" for passports. This is extremely misleading and hundreds of reviews online show many many consumers have been fooled out of their money. The expedited service that you pay for only provides a pre filled pdf w/instructions. These things are already available online for free. The misleading part is the how they choose to use the word "expedited" which is the same language that is used for faster shipping services. You are led to believe you will get expedited shipping services but in reality that is not true.

  Business Response

  Date: 06/27/2024

  We apologize for not meeting your expectations. Our service extends beyond just providing the correct document through our system. It also involves us monitoring the application from submission to completion and also access to a passport advisor should any issues arise. Thankfully, you application was processed without any issues to address and within the time frame advertised. 

• Initial Complaint

  Date:02/03/2024

  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.

  On 1/24 I paid them for expedited service and they do not answer the phone. I want a refund. All they do is give you a PDF and you do all the running around.

  Business Response

  Date: 06/27/2024

  We apologize for not meeting your expectations. According to our records new the passport was delivered within the time frame purchased. our service does involve more than providing the *** through our site. We are available Monday - Friday for assistance regarding your application from the start to the finish. Luckily, your application did not require us to intervene and was processed with any issues. 

• Initial Complaint

  Date:01/30/2024

  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.com did not facilitate the process for obtaining a passport, whatsoever. We paid $281.90 for each of our applications, $563.80, to be rushed and processed. Their claim to assist you personally was the main reason we chose to go through them in 10/22/2023 in preparation for our trip in 3/2024. We were completely ignorant to the process, and now strongly believe this company preys on people like us. We have yet to receive a call back to the 3+ calls we made to customer service. ***** packaged our passport application, twice, and they were mailed without the verification from the acceptance agent. We unknowingly submitted an incorrect passport application both times, it was reviewed by their company, and we were, not once, told that we had inadvertently "skipped" the verification portion of the process. It was only mentioned that we needed further identifying documentation. Since we had submitted an incorrect application twice by now 1/25/24, I was very anxious to submit yet another application without speaking to someone. Our main goal was to prevent any further delays. We finally got a hold of someone to explain, in detail, what we needed to do through the "chat" option on their site. That option is not mentioned or suggested in the email we received. It was not until I scoured their website for answers that I came upon it. The "rejection" emails said to call with questions, and I will mention again that our calls were unreturned to this day, which is now 1/30/2024.We made an appointment at the ************ only to be told we do not meet the qualifications and will need further actions to secure our passport. Had their claims been true, we would have had this information in October 2023, and would have had plenty of time to make arrangements. We have lost time, effort, and funds to a process that you claim to simplify and expedite. We just wanted someone to walk us through the process and our expectations were not met.

  Business Response

  Date: 06/27/2024

  Thank you for bringing this to our attention. We apologize for any confusion. The process for a new passport requires your application to be adjudicated by an authorized acceptance agent before it is submitted for processing. An email was sent to the email address on file explaining what needed to be done to continue the process. Unfortunately we received new application without the seal from the Acceptance agent back which caused another delay. We are still able to continue the process if you get the documents which includes (Application, New passport Photo, ID, Proof of Citizenship, and government fee) sealed and submitted. If you have any questions please give us a call at ************ so that we can answer any questions you may have. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21222232
  
  I am rejecting this response because:
  It has been eight months since we submitted the original request for more explanation. Your customer service did not help, but created more confusion at the time we had a problem.  We have since gone straight to the post office to get our passports, which was a much easier process than yours. I wish we wouldve known that we needed to go to the post office to a passport agent in order to get the paperwork to you. This process creates an additional step thats not needed or required and it is not well explained in your instructions. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/28/2024

  It seems that the instructions we provided were not followed, as we have received a second application with the same error. The passport submitted for renewal was not eligible, and the applicant should have followed the procedure for obtaining a new passport. This process is the same whether our service is used or not, and the application itself provides instructions on how to proceed. We can only move forward with the process once all the correct documents are completed and all the steps required by the passport agency are followed. Our records indicate that the new passport process was explained on two separate occasions. We once again apologize for any confusion.

• Initial Complaint

  Date:11/22/2023

  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 paid ****** on 11/21/23 to rushmypassport. On their site it said if there are change in travel plans with 1-3 days of purcahsing, that i would be able to get a refund. Theyve sent me a cancellation link for refund but provide not further assistance or helpnin regards to the link being broken and not loading. Ive checked my internet connection on all my devices and have used my mobile network but the link theyve sent does not load and send after pressing confirm. There is no contact information for the billing department and no one answers when you call the number. The order number is GW-4164737A4. This order was made at *****am. After trying to get my refund, i decided to research the company and had found negative reviews to which say they take forever and do not refund aswell as have no customer service agents that speak to you directly. You can only reach them through email and they insist on using the cancellation link that the billing department sends that does not work. Due to the issue with the link, my time table for getting the refund processed is slim to none. I would like this processed for me from the company with the information i tried to provide for the request. I am no longer able to travel during the time i had applied for due to flight issues, unforeseen circumstances in travel plans and work schedule.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you experienced in an attempt to process your passport through our service. Your order was canceled and refund at the time or your request. We will use your feedback to better our service

• Initial Complaint

  Date:10/22/2023

  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 purchased the 1 week expedite service from Rushmypassport for $789 on 10/9 with an expected date of receiving my passport 10/20/23 before my travel date of 10/26. I sent all proper documentation to there team in order to use a courier service to get my passport. I shipped all documents off on 10/10/23 and the company received the documents on 10/11. I received a notification that my documents maid it to the ********** of ***** on 10/12/23 and was being processed. I did not see any updates as of Monday 10/16 so I called and the rep told me that my documents were still being processed. I also called 10/17-10/18-10-19 and 10/20 to check in he status with no updates. It wasnt until 11am PTS 10/20/23 that I received a email from rushmypassport stating they needed more documents to send over to show citizenship. There was also a direct letter from the ********** of ***** that was dated 10/13/23 (Week Earlier) that was sent to the courier stating the same as far as needing more supporting documents. Because I wasnt notified by rushmypassport to send the documents on 10/13/23 when the letter was sent over which now will cause an even further delay of my passport that I paid a 1 week service for. After speaking with rushmypassport they said that it was there issue they did nothing wrong. If I was notified on 10/13 when the letter from ********** of state was sent I would have had more of a grace ****** to send the documents that were needed. Now Im out of $789 dollars for a service that grunted a week expedite. I am expecting a full refund and I will not recommend this company to anyone to use as they made promises they couldnt keep and the communication was very poor. Please see attachments with the Dated letter from the ********** of STATE ALONG WITH THE ***** COMMUNICATION AS OF 10/12/23 from rushmypassport.

  Business Response

  Date: 06/27/2024

  We apologize for the inconvenience you experienced when attempting to process your passport through our service. After reviewing the order, it appears the passport agency did not find your proof of citizenship to be sufficient. This is usually something that would be recognized by the passport acceptance agent that sealed your documents. We are not able to open the sealed envelope and could not have caught the possible issue in advanced. Once again, we are very sorry we were not able to complete the process for you.