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:10/29/2025

  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.

  My spouse and I hired RapidVisa and paid $899 for assistance with our Adjustment of Status (AOS) application. From the start, our experience has been extremely disappointing, unprofessional, and discriminatory.Over several years, RapidVisa repeatedly lost our documents, entered incorrect information, and caused long delays that were entirely within their controlnot USCISs. At multiple points, they told us our case was in final review, only to later claim an oversight and ask for more money years later.Throughout this process, we also experienced repeated discrimination and misgendering from staff. Even after correcting them multiple times, they continued to refer to us incorrectly and showed an overall lack of respect for us as a same-sex couple.When we tried to address these issues, we were called liars, hung up on, and often told we were being transferred only for the call to be disconnected. Because of the ongoing dishonesty, we began recording calls as proof of how we were being treated.RapidVisas public response claiming they treat all customers with dignity is false in our experience. Their negligence and discriminatory behavior have caused us years of stress, emotional harm, and delays in our immigration process.I am requesting a full refund of $899 and a written explanation for why our case was mishandled, delayed, and handled with such disrespect. RapidVisa needs to take accountability for their actions instead of deflecting blame.

  Business Response

  Date: 10/29/2025

  Dear *****,

  Were sorry to learn that your experience did not meet your expectations. We have carefully reviewed your case, and our records indicate that your Adjustment of Status application was completed and submitted to ***** as agreed.
  
  When your account previously became inactive, our team reinstated your case, applied your prior payments, and only requested the price difference rather than restarting the entire process. As a goodwill gesture, a partial refund of $300 was also issued and accepted when you chose to proceed with completing your application.
  
  The service has since been fulfilled in full, and the partial refund provided was considered final.
  
  We take all customer concerns seriously and remain committed to fair and respectful service. If you would like to further discuss your case or clarify any details, please feel free to contact our support team at ********************************************************************. Well be glad to assist you directly.

  Sincerely,

  The RapidVisa Team

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24076867
  
  I am rejecting this response because:
  I am writing to clarify major inaccuracies in RapidVisas response and to provide documented proof that contradicts their claims.
  RapidVisa stated that my Adjustment of Status (AOS) case was completed as agreed and that a $300 goodwill refund was issued for a fully fulfilled service. This is not true and misrepresents both the facts and the nature of our refund discussions.
  On October 27, 2025, RapidVisas own employee ******* *. (Payment Solutions) emailed me confirming a refund of $415, itemized as:
  $215 for the difference in the ***** filing fee
  $200 for the Premium Review fee
  That same day, hours later, the same employee sent another email apologizing for confusion and reducing the refund to $300, claiming it was the amount agreed upon during your conversation. That statement was false no such agreement ever occurred. This sudden change and conflicting explanation show clear internal confusion and deceptive handling of refund communications.
  RapidVisas BBB response mischaracterized this refund as a goodwill gesture for a completed service. In reality, it was a disputed billing correction related to their own errors. They also failed to mention that the original refund amount and reason were altered without my consent.
  Beyond the financial issues, my spouse and I experienced serious unprofessional and discriminatory treatment throughout this process. RapidVisa repeatedly lost our documents, sent incorrect information, and caused a five-year delay before our application was finally mailed out. During this time, we had to monitor, follow up, and even complete reviews ourselves tasks that RapidVisa was paid to manage.
  We were also repeatedly misgendered, called liars, and hung up on after being told we were being transferred. The tone and pattern of these interactions reflected clear bias and disrespect toward us as a same-sex couple. Because of the dishonesty and hostility we encountered, we began recording calls for our own protection.
  RapidVisas public claim that they treat all customers with dignity and respect is simply not supported by our experience. Their actions show a pattern of discrimination, deception, and negligence that caused us emotional distress and a years-long delay in our immigration process.
  I am requesting:
  A full refund of $899 for the services that were mishandled, delayed, and tainted by discriminatory behavior.
  A written explanation confirming when our case was actually submitted to ***** and the official receipt number, if it was ever truly filed.
  RapidVisa should be held accountable for the harm, inconsistency, and lack of integrity displayed throughout this entire process.
  Sincerely,
  
  ***** ***** *****

  Business Response

  Date: 10/31/2025

  Dear *****,
  
  We are sorry to hear that your experience with RapidVisa did not meet your expectations. We appreciate the opportunity to clarify the details of your Adjustment of Status (AOS) case, the refund process, and the concerns about document handling.
  
  Why the Application Took Long to Complete
  Our records show that your account became inactive in December 2022 and was re-engaged on February 15, 2023 after a period of financial difficulty and the search for a joint sponsor. Because of this extended inactivity the account was automatically defaulted for non-payment of installment dues. [Attachment ScreenshotDec2022-March2023.png].
  
  What We Did to Help
  Even though your account had been closed, RapidVisa reopened it and credited all your previous payments. Because our service price had changed since your original plan, we only asked you to pay the difference instead of starting over or repaying the full amount.
  
  Your account had been closed after missing the payment deadline, but when you returned, we applied all your past payments toward the current service price and allowed you to pay the remaining balance in installments. This was done as a special exception and gesture of goodwill to help you continue your process without extra burden.
  
  Source of Payment Confusion
  The misunderstanding over fees stemmed from the older payment plan, which previously included the ***** filing fee. Some representatives, referencing that original plan, mistakenly believed the fee had already been settled once the installment plan was completed. When the case reached the print stage, a mismatch was discovered between the total invoice and payments received, confirming that the ***** filing fee remained unpaid. We promptly shared the invoice and encouraged verification with your bank; however, you indicated that the bank account used was already closed.
  
  Refund and Resolution
  An initial refund quote of $415 was provided when you first considered canceling your ************ After you later chose to continue with the submission rather than cancel, the refund amount was adjusted to $300, reflecting the revised agreement to keep your account active and proceed with your case. This refund was processed and confirmed within 35 business days.
  
  To help move forward efficiently and in good faith, RapidVisa prioritized your petition at the printshop, and the package was mailed to ***** on October 24, 2025, via overnight delivery. [Attachment Screenshot Print-Mail Oct2025.png]
  
  Regarding the Claim of Missing Documents
  We have carefully reviewed all communications and records relating to your document submissions. The paystubs referenced in your October 10, 2025 email were repeatedly requested from November 2024 onward but were not uploaded until October 10, 2025. Throughout this period, our team issued reminders and updated your checklist monthly to reflect the pending paystubs. The delay stemmed from the timing of document completion rather than lost uploads.
  
  Current Account Status
  Your petition has been submitted, and the $300 refund has been issued and accepted. ***** will send via SMS and email your receipt number in a week or two, while the physical copy of the receipt will follow.
  
  Regarding your concerns about discrimination, we take such matters seriously. RapidVisa maintains a zero-tolerance policy for discrimination of any kind and provides ongoing training to ensure every customer, including same-sex couples, receives courteous and respectful service. We regret if any of your interactions left a different impression and are reviewing this internally to reinforce our standards.
  
  If you have more questions or clarifications, please contact us at ********************************************************************.
  
  Sincerely,
  The RapidVisa Team

• Initial Complaint

  Date:10/27/2025

  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 September 9, 2024, I paid $549 for RapidVisa's ************************ to prepare my N-400 naturalization application. Their website guarantees applications will be "complete and accurate before mailing." I specifically paid for premium service to receive expert document review and avoid errors.Throughout the process, I had to review all documents myself and identify multiple errors that their "expert review" missed. I repeatedly had to tell their team what needed correctionthe opposite of the premium service ************* mid-October 2024, RapidVisa mailed my application to *****. After they mailed it, I discovered they forgot to include the required payment check. This guarantees ***** will reject my application, forcing resubmission and causing me to miss the October 20th deadline for the easier civics test.On October 22, 2024, I contacted RapidVisa requesting a full refund due to this objective service failure. On October 23, they offered only a 50% refund, claiming they "rendered service" by assembling and mailing the package. I rejected this offer on October 24, pointing out their website guarantee explicitly promises complete, accurate applications before mailing. They maintained the 50% offer despite admitting the payment check was missing.The missing payment check is not a quality complaintit is documented failure of their core service promise. I paid $549 specifically to avoid this type of critical error. Their own guarantee states applications will be complete and accurate before mailing, which did not occur.I am seeking a full refund of $549.

  Customer Answer

  Date: 10/27/2025

  I wanted to correct the dates in my original complaint.

  - I paid $549 on Sept 3rd 2025

  - all other dates are in 2025, not 2024

  thanks

  preethi 

  Business Response

  Date: 11/07/2025

  Dear *******, 

  RapidVisa takes all client feedback seriously and appreciates the opportunity to clarify this case.
  
  Our team thoroughly reviewed the submitted documents and completed the application packet according to service standards. The ********************** was fully rendered: the application packet was reviewed, assembled, and prepared for submission.
  
  We'd like to clarify the distinction between a denial and a rejection:
  
  *A denial occurs after USCIS has fully adjudicated an application and often requires complex refiling or appeal. Denials caused by RapidVisa error are covered under our money-back guarantee.

  *A rejection occurs when the application is returned due to issues such as missing documents or procedural errors, which can be corrected and resubmitted. Rejections do not fall under the money-back guarantee because the application can still be successfully completed.
  
  In this case, the missing payment check resulted in a rejection, not a denial. The application packet remains complete and ready for refiling, and the ********************** has been fully performed. You have access to a reviewed and complete packet that can be resubmitted to USCIS.
  
  Regarding the refund request: since a dispute has already been filed with the bank, we will address any payment concerns directly through the bank as soon as we are notified.
  
  RapidVisa remains committed to providing professional, reliable service and ensuring that every client has the tools and guidance needed to successfully complete their application.

   

  Respectfully,

  The RapidVisa Team

  Customer Answer

  Date: 11/08/2025

  Dear Mr. ************* would like to reopen complaint #******** to respond to RapidVisas message.
  I am not satisfied with their response because:
  1.RapidVisa claims they thoroughly reviewed the application, but their own published Assembly Process documentation explicitly states they verify all required checks to the ***** are included through three separate reviews. The missing payment check proves this documented process was not followed.
  2.Their distinction between denial and rejection is irrelevant to their violated guarantee. Their website promises applications will be complete and accurate before mailing. An application missing the required payment check is neither complete nor accurate.
  3.Throughout the process, I had to identify numerous errors their Premium Review missed. The email correspondence documents that I performed the quality control I paid them $549 to provide.
  4.The delays from correcting their repeated errors consumed over a week and directly contributed to missing the October 20th deadline - the specific reason I paid for premium service.
  RapidVisas response does not address these core failures. I maintain that a full refund is warranted given the complete absence of the review service I purchased and the irreversible harm from the missed deadline.
  Respectfully,
  ******* **********

• Initial Complaint

  Date:08/26/2025

  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 am filing this complaint against RapidVisa for unfair and unethical business practices. I paid in full for an Adjustment of Status (AOS) immigration service for my mother. The only thing completed was an initial online questionnaireno legal case, no form preparation, and no ***** submission was ever initiated.Shortly after, my mother had to leave the United States urgently due to a medical condition. I notified RapidVisa that immigration was no longer feasible, and requested a cancellation and refund.Despite never delivering the contracted service, RapidVisa is attempting to keep more than 50% of my money. This is unjustified and unethical. There is no work product, no filing, and no justification for retaining such a large portion of my funds.Desired Resolution:I am requesting a 100% refund of my payment. I never received the service I paid for, and my case never moved beyond the intake questionnaire. I am also requesting BBB to investigate this pattern of behavior as it may affect other vulnerable families.

  Business Response

  Date: 08/26/2025

  Dear Alba,
  
  We are sorry to hear about your frustration and appreciate the chance to address your concerns.
  
  You purchased an Adjustment of ******************** in October 2024. As explained in our terms and conditions, customers are entitled to a full refund if they cancel within our 14-day Satisfaction Guarantee period. Your refund request was submitted in April 2025, about six months after activation, which was well beyond that timeframe.
  
  Even though we were not required to issue a refund outside of the guarantee period, we carefully reviewed your situation and, as a gesture of good faith, approved a 50% refund. This decision reflects that you had already received meaningful parts of the service, including access to our secure online platform, a personalized list of required documents, and support from our customer service team. While your case did not proceed to form preparation or submission, these features are an integral part of the service purchased.
  
  We believe this resolution represents a fair and reasonable approach, balancing the services provided with consideration for your circumstances. We sincerely wish you and your family the best moving forward.
  
  Sincerely,

  The RapidVisa Team

• Initial Complaint

  Date:05/01/2025

  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.

  My now wife and I payed Rapid Visa to file our K1 **** in 2018, which they did successfully. When we paid them for this, we also paid them to file Adjustment of Status. We haven't been able to file Adjustment of Status until now, 2025, due to extenuating circumstances. We haven't been happy with Rapid Visa for the past several months and requested a full refund of what we paid for Adjustment of Status. We also need them to return our medical exam so that we can file AOS ourselves. After we've received the full refund and medical exam we want proof that Rapid Visa has deleted all our documents from their database and to leave us alone. We're asking the BBB to facilitate this process. We've also informed Rapid Visa that if our refund and exam are not returned within 2 weeks, we will sue them.

  Customer Answer

  Date: 05/02/2025

  I just spoke with a senior customer service representative at **********************; who explained that my file is ready to be shipped to uscis. She apologized for the delays. I did give her permission to send our file to ***** and asked her to personally oversee my case. Once my file is sent to uscis, this matter will be resolved 

  Business Response

  Date: 05/05/2025

  Dear Tut,

  Thank you again for your patience and for taking the time to speak with us.
  
  We sincerely apologize for the delays and communication issues you experienced throughout this process. After learning of your concerns, a senior team member took over your case to ensure that your Adjustment of Status (AOS) application was completed correctly and without further delay.
  
  As of May 2, 2025, your AOS application package has been assembled, finalized, and shipped to *****, in accordance with your authorization.
  
  We appreciate your decision to move forward with the submission and are committed to helping you through the rest of this process. If you have any additional questions or need assistance at any point, I remain available as your point of contact.
  
  Thank you for allowing us the opportunity to make this right.

   

  Sincerely,

  The RapidVisa Team

• Initial Complaint

  Date:04/02/2025

  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 refuses to refund my money, for a service they didn't complete. in my opinion this is theft. I request they immediately refund my payment.

  Business Response

  Date: 04/03/2025

  Dear ******,

  We understand that you are disappointed and we regret any frustration this situation has caused. After reviewing your request, we found that your account is not eligible for a refund due to the following reasons:
  
  1. The refund request was submitted beyond the 14-day eligible period outlined in our Terms of Use (*****************************************).
  2. Services were already provided, including:
  - A customized checklist of required supporting documents
  - A review of the documents submitted
  - A guidance on the acceptability of submitted documents and identifying any missing items
  
  These details have been communicated by our Payment Solutions Team, and we stand by our policy in this case. While we are unable to issue a refund, we remain available should you need any further assistance with your application.
  
  We appreciate your understanding and the opportunity to assist you.

   

  Sincerely,

  The RapidVisa Team

• Initial Complaint

  Date:03/17/2025

  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 signed up for RapidVisa's 'Ask an ***************** two months ago. The service is a scam and does not exist. They now charge me $49/mo and have yet to provide a service. There is no way to cancel the service and stop the charges.I contacted their customer support line, and they gave me a special email address to contact for this service. I emailed, asking to cancel and got no reply. They keep charging **** am looking for a refund for $49/mo (2months now) that they charge, and for them to stop charging me. I also would like this labeled as a scam so that others are not also duped.

  Business Response

  Date: 03/18/2025

  Dear ******,
  
  We sincerely apologize for the frustration youve experienced with your subscription. Please know that we take your concerns seriously and want to ensure this is resolved for you as quickly as possible.
  
  We have already placed a ticket directly with Ask My Attorney and relayed your request for both cancellation and a refund. The payment solutions team should be reaching out to you within three business days to address your concerns.
  
  If you need any further assistance in the meantime, please dont hesitate to reach out. We appreciate your patience and the opportunity to make this right. 

   

  Sincerely,

  The RapidVisa Team

   

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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.

  We paid $449 in advance to have rapid visa complete the change of status forms for my wife. Much like some of the other complaints here, we submitted all the necessary paperwork well in advance only to have rapid visa return with requests for additional supporting but not required documentation which in many cases simply didn't exist. After multiple requests to file our paperwork with the existing documentation provided were ignored by rapid visa, we requested a refund only to have our request ignored. Now with the deadline looming for our paperwork to be filed, we no longer feel we can trust rapid visa to actually complete the process on time and we will have to file the paperwork on our own. I understand that the immigrant landscape changed with the recent election, but that doesn't mean you can give up on your pre-existing customers just to chase more lucrative customers. We just need our refund and we will take care of it ourselves if you are too busy to do the requested work.

  Business Response

  Date: 02/06/2025

  Dear *******,
  
  Thank you for sharing your experience with us. Your feedback is valuable in helping us identify areas for improvement to enhance our customer service.
  
  We sincerely apologize if you felt that other cases were being prioritized over yours. The recent surge in applications due to administrative changes has impacted processing times, but we remain committed to completing all applications in a timely manner. In your case, we ensured that there was still ample timeover a monthbefore the filing deadline.
  
  We appreciate the opportunity to discuss your concerns with one of our supervisors, and respect your decision to discontinue the service. As requested, we are processing a full refund of the service fee. Our payment solutions team will be reaching out to you directly to facilitate the refund process.
  
  If you have any further concerns, please feel free to contact us at ************** or email us at ********************************************************************.

  Sincerely,

  The RapidVisa Team

   

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22889074
  
  I am rejecting this response because:

  We are already in talks to get a refund and will withdraw our complaint once it has been received.

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

• Initial Complaint

  Date:12/13/2024

  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.

  Have been in the process for 6 months to get a packet put together for my wife's citizenship in the **. We have provided everything asked for and it always seems like its not enough. In October we were asked to provide items not physically possible and we paid our filing fee and asked for our packet as is. Polite but to the point, This was back in early October and to this day we have not received any thing. Just told they appreciate our understanding and the case worker is working on it. As of our conversation tonight it still has as yet not been done and we are close now to a very different citizenship world coming and this delay will be costly. They never call back when we are told they will and have been treated poorly and unprofessionally at each turn. We have paid all fees and received NOTHING.

  Business Response

  Date: 12/18/2024

  Dear ***,

  We sincerely apologize for the frustration and delays youve experienced. This is not the level of service we aim to provide, and we deeply regret the impact this has had on your immigration process.We understand how important this matter is to you and your wife, especially given the changing landscape of citizenship requirements. Rest assured that your case is being handled with urgency while maintaining the quality and compliance needed for a successful application.

  One of our supervisors has already reviewed your case and worked with ***** to ensure the necessary updates to the forms are made in accordance with ***** standards. This step is critical to avoid further complications or delays with your application.

  The package is now prepared, and as soon as the updated signature pages are uploaded, it will be ready to send to the government for filing. We understand this process has taken longer than expected, and we are committed to completing it as quickly as possible.

  If you have additional concerns or require immediate assistance, please dont hesitate to contact us at ************** or email us at ******************************************************************** . We are here to ensure your concerns are addressed promptly.

  Thank you for your patience and for giving us the opportunity to support you in this important journey.

  Sincerely,

  The RapidVisa Team

• Initial Complaint

  Date:08/29/2024

  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.

  They took five months to do the paperwork that they sent in without all the paperwork being included, They did not add paperwork that was ready to be sent. for months they would say things like we need more information for this or that item, What's worse they will need something and would not contact USS at all when we call in to do a follow-up they then make us aware of other items that are needed. They wait until I call in because my inlaws will be out status in a week and they are still taking their time saying we didn't submit items when I go to the Dropbox of my account I see all the paperwork that I had signed and uploaded. they request information that is not required by USCIS and wantyou to do their jobs. So now our adjustment of status paperwork was sent in without the sponsor's financialinformation that was already signed and completed. Stay very far from this companybecause they have no clue what they aredoing and just take your money and have the absolute worst service. I got very upset that my inslaws would be out of status in a week and they still didn't seem to care. they repeatedly asked for things we had already uploaded or didn't need at all. They claim the supervisors are either busy or in a meeting. I am a disabled combat veteran and I saw in my reward letters that they want me to put I am retired instead of unemployed I explained to them that's not how that works because if I am retired then I would pay taxes and then I would need to show tax returns to *****. So they kept asking me to put down something that was not true and they asked for proof that I would have this income in three years which is not a requirement by USCIS and if it was my award letter states I am 100% total and permanently disabled. Everything should have been sent together and they they waited 5 months a week before they were out of status to send in the package but failed to send in my household sponsor work that was finished.

  Business Response

  Date: 09/02/2024

  Hi *******, 

  We deeply regret that our handling of your in-laws' application fell short of your expectations. We acknowledge the delays and communication issues, and we want to assure you that specific decisions regarding document inclusion were made to strengthen your case. However, we understand the frustration caused by repeated requests and lack of timely updates. We're actively working to improve our processes and will be contacting you directly to discuss your concerns in detail. We value your feedback and are dedicated to achieving a positive outcome for your petition. 

  Thank you for your patience and for bringing these matters to our attention.

  Sincerely,

  The RapidVisa Team

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22214964
  
  I am rejecting this response because:

  They send the same copy-and-paste response. I have emails agreeing there were gaps in communication and another email today saying there were none. They wanted me to misinformation on a government document. They asked for information they already had. They claim they follow USCIS guidelines but once I checked myself most of the information was unnecessary. They failed just to admit that their staff messed up and caused me to have anger issues, high anxiety, and restless nights further causing my PTSD symptoms to get worse. When I repeatedly told them that the documents they are requesting were not needed. I told them that I had uploaded everything that was needed and again they requested the same things again. This repeat pattern comes off as purposely trying to delay our case, It wasn't until I yelled that they listened and sent the packed off but without my information for sponsorship. They asked my wife to get me to remove a negative review that was truthful about their review. My wife said no to that and told them not to contact or communicate with me but since then I got several unwanted emails and another from ************** who seem to be responding to only half the information and contradicting what I have already been told by other employees. 
  
  
  this is from ************** today;
  
  
  "Hello *******, 
  
  
  I'm swooping in here because I see a lot of back and forth and I want to land the plane on this discussion so you can move on. My name is *******************, I'm the Operations Director here at Boundless and Rapidvisa. I have reviewed your feedback and while I'm disappointed that you feel you have had a bad experience working with us, I don't see the gaps in service and quality you are claiming borne out by the communications and interactions in our records. At every point we have responded promptly to your inquiries, we have shipped the case according to the petitioner's instructions, and our team has followed the same guidelines in preparation and review that are applied to every customer's case and in line with USCIS guidelines.
  
  
  When you expressed your dissatisfaction the case was escalated promptly and I see that our shift manager, *****, replied in detail to your feedback in a polite and professional manner. In this case we have provided all services as agreed and we will continue to support this case as needed until final approval, in line with our terms of use and our satisfaction guarantee. In no way is your characterization that our service is a "scam" accurate according to the agreements that you have signed with us and the service we have provided. 
  
  
  As has already been explained, any additional paperwork that is necessary can be submitted upon USCIS request via the Request for Evidence. If no RFE is issued the case will proceed to review and approval in line with the current processing time of 9.2 months. 
  
  
  I hope this was not your intention, but I want to communicate to you that your hostile and threatening messages create a negative work environment for our staff. I'm asking you politely to cease these messages and conduct your communications in a straight-forward and professional manner going forward to allow us to better assist you and your family with any future issues that arise.
  
  
  
  As a fellow veteran myself I hold my team to the highest standards of courtesy and professionalism, and I'm sure you expect no less from those with whom you do business with. Thanks again for your feedback and your patience as we navigate this difficult process together. "
  
  
  I have emails proving that Rapidvisa doesn't know the required items as they advertise. They refuse to admit that their employees are poorly trained. and they are wrong. They use the same approach that they are sorry that I am unhappy. We repeatedly told them my inlaws would be out of status and they would make requests for things that were not needed and send what we have uploaded.  Nothing they did was straight for or organized and it has caused my wife and I tremendous stress mentally. 
  
  
  Nothing sincere came from them and when told not to call me I continued to get emails asking about how's their service. Getting a discount for using them again or recommending them. All these emails were sent after they knew my frustration with them and they seemed they were sent to further cause me stress and make me upset. The service they provide seems like a scam because they don't listen to the people paying them and don't truly care about your concerns. They need to be investigated, 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/04/2024

  Hello *******, 
  
  We understand your concerns and would like to continue working with you to find a satisfactory resolution. We always strive to address concerns with professionalism and courtesy. In order to maintain a respectful and productive dialogue, we request our correspondents to refrain from using abusive language or making personal attacks on our staff

  However, despite our repeated efforts, we have been met with ongoing verbal hostility, which has made it difficult to engage in a constructive dialogue to resolve your concerns. We respect your request to no longer be contacted by our team and, as you are not the primary account holder, we will honor this by limiting communications with you moving forward.

  We've already provided a partial refund to your wife as a gesture of goodwill. If there are any additional concerns or requests, please have the primary account holder reach out to us directly.

  Our team remains ready to assist them in any way needed.

  
  Sincerely, 
  
  The Rapidvisa Team

  Customer Answer

  Date: 09/05/2024

  This company says I was using abusive language but fail to admit after several times of talking with them to send in our packet thwy refuse to send it in with my in-laws being out of status in less then a week. They had zero concern for this and was requesting informatiom that is not required by USCIS. They response to this but avoid anything that is trueful. I ask my wife and their was no partial refund given to her so again they don't communicate. I didn't make a single threat towards them, I told them they are unprosseional, a scam, and purposely delaying or paper. I will will file a commpaint with the govenment going forward.

  Customer Answer

  Date: 09/05/2024

  They always wanted me to lie on the application to USCIS and I have proof of that.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair 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.

  We paid for their services to prepaire and file imigaration paperwork .. We have paid them in full and they have not submitted a single document to the Uscis ... We have been batteling with them since 2018 to now 2024 and we have gotten absolutely no where.. We have asked for a refund and are now getting the run around treatment.

  Business Response

  Date: 09/02/2024

  Hi Mr. *************************** you for bringing your concerns to our attention. We understand your frustration with the delays you have experienced.
  
  We want to assure you that we have taken your concerns seriously and are working diligently to resolve the outstanding issues. Our team has been in contact with you to address your concerns and provide updates on the status of your application.
  
  We are sincerely sorry for any inconvenience this may have caused. We are committed to providing excellent service and are working to ensure a positive outcome for your application.
  
  We appreciate your patience as we continue to process your case. Please do not hesitate to contact us if you have any further questions or concerns.
  
  Sincerely, 
  ****** of RapidVisa

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22212162
  
  I am rejecting this response because:

  We asked that Rapid Visa return half of the administration fee that they charged because they did not file a single document on my behalf to the ***** for the last 4 years!!!! Everytime we were told that the documents we uploaded was sufficiant nothing was filled and something else had to be done... We asked that they file the *** aplication as well as the ************ and we were told they couldnt because they had to fille everything together at the same time. Which my Imigration lawyer that i had to go and hire now to fille my documentation deu to Rapid Visa draging my Case out for 6 years now, he told us that Rapid Visa could have filed it way in the begining in 2019 all ready.. i could have been a US sitizen all ready if it wasnt for Rapid Visa draging everything out!!! When we asked for my joint sponsor to be changed and a new Joint sponsor to be aded on, my old sponsors personal details was not deleted but it was send to my new current sponsor which is a big privacy act violation ... we have all the prove that it was sent to my new current joint sponsor and we have all corraspondence  with Rapid visa regarding this matter... So prety much i do not agree to Rapid visa only refunding me $200 from my administration fees, we paid roughly $2400 in admin fees and i demand half of that be paid back to me!!! 6 years is a long time and my life has been complete mess due to stress and not being able to work and provide for my family and not having the correct legal visas to live my life here in the ***!!! 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 09/05/2024

  Hi, *****************, 
  
  We sincerely understand how frustrating and disheartening these delays have been for you and your family. Your journey is important to us, and we deeply regret the inconvenience and emotional strain this has caused.
  
  We have decided to issue a partial refund, and I want to take a moment to explain why.
  
  First, there were delays due to missing or incomplete documents from your end, which contributed to the extended timeline. 
  
  Additionally, our team did provide services such as consultations, document review, and initial preparation of your application. While this work was completed, we fully acknowledge any frustration you may have in the process, and we apologize for the inconvenience they've caused. We've taken steps to improve our processes and prevent similar issues in the future.
  
  We truly wish you all the best moving forward, and again, we apologize for the challenges you've faced.
  
  Sincerely,
  The RapidVisa Team

  Customer Answer

  Date: 09/09/2024

   
  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,
  
  ***************