Information and Alerts

Pattern of Complaints

According to information in BBB files, Rushmypassport.com has a pattern of complaints alleging Refund and Delivery Issues.

Specifically, consumers state that Rushmypassport.com charges customers high fees for expedited passport services but doesn't deliver. Rushmypassport.com takes money, provides outdated forms, and doesn't answer customer service calls. Many customers must pay additional fees at the post office and have their applications processed independently.

On January 30, 2025, BBB sent correspondence to Rushmypassport.com to request their voluntary cooperation in eliminating the pattern of complaints.

On February 4, 2025, Rushmypassport.com responded with the following information as a means to eliminate the pattern:

"Thank you for bringing these concerns to our attention. At RushMyPassport.com, we are committed to providing transparent, efficient, and high- quality passport expediting services. We take customer feedback seriously and are dedicated to resolving any issues that impact the customer experience.

To eliminate the pattern of complaints outlined in your correspondence, we are implementing the following Service Improvement Plan:

1. Enhanced Transparency in Pricing and Services

Issue: Consumers report high fees without receiving the expected expedited service.
Action Plan: 

We will clearly itemize service fees on our website (www.rushmypassport.com), explicitly stating what is covered in our expediting process versus government fees payable at the post office.
A new pre-check confirmation step will be added during the checkout process, ensuring customers acknowledge the total cost before completing their purchase.
A refund policy update will ensure that customers who do not use our services due to misunderstandings about fees can request a partial or full refund based on eligibility.

2. Improved Document Accuracy and Updates

Issue: Customers report receiving outdated forms.
Action Plan:

Our internal compliance team will implement a weekly audit to ensure all provided documents, including government-issued forms, are current.
Automated updates will be integrated into our system, alerting customers if any form they downloaded has been updated before submission.
Customer service representatives will be trained to provide real-time guidance on completing forms correctly.

3. Strengthened Customer Support and Communication

Issue: Customers report difficulty reaching customer service.
Action Plan:

We are increasing customer service staffing levels, including hiring additional agents and expanding support hours.
Implementing a call-back system to ensure customers are not left on hold indefinitely.
Launching live chat support on our website for faster resolution of common issues.
Creating a self-service help center with FAQs, step-by-step guides, and troubleshooting resources.

4. Process Accountability & Expedited Service Commitment

Issue: Customers experience delays and are forced to process their applications independently.
Action Plan:

We will introduce real-time tracking for applications submitted through our platform so customers can see their progress.
A new internal escalation protocol will ensure that any delayed application is flagged and prioritized before the customer experiences disruption.
Customers whose applications do not meet the expected processing timeline due to internal issues will be eligible for a service guarantee refund or expedited resolution.

5. Strengthened Partner Coordination with Passport Agencies & Post Offices

Issue: Customers face unexpected additional fees at the post office.
Action Plan:

Fees at the post office are part of the application process for documents which require review at an acceptance facility.  We make sure our terms & conditions are updated to reflect this as well as direct message the customer to ensure they understand the total cost which the US Government charges for the acceptance process.  
We will work closely with the U.S. State Department and acceptance facilities to align expectations regarding fees and required documentation.
Customers will receive clear step-by-step guidance on what to expect when visiting a passport acceptance facility, minimizing unexpected charges or complications.
A dedicated Escalation Team will be available to assist customers experiencing issues at the post office.

Conclusion

We are committed to making meaningful improvements to address these concerns and enhance the overall customer experience. RushMyPassport.com takes pride in assisting travelers with their urgent passport needs, and we appreciate the opportunity to refine our processes further.

We will continue to monitor complaints and feedback closely, implementing additional improvements as needed. We appreciate your partnership in ensuring a high standard of service for our customers. Please let us know if any further steps are required to satisfy BBB concerns."

This aspect of the Business Profile will be updated once additional information becomes available.