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:05/02/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Your website states If you need a passport in two weeks or faster, we are the right service for you. Once you place your order, we will direct you to our Instructional Checklist. This page has the forms and documents required for your application. You will gather the necessary documents and forms according to the checklist and then you send that all to us using overnight ****** Once our office gets your documents, we will begin the processing. Once your new passport is ready, we will send it to you using overnight ***** shipping.

  You DID NOT ship my new passport via ****** The passport agency sent it via **** and thats why it didnt arrive in time. Your agent told me that the passport would be PICKED UP at the passport agency and then FEDEXed overnight to me. Something failed in your system because no one picked it up. Because the passport was late, I had to miss a day of work, go to the agency, and get it reissued in order to make my flight. It is not the fault of the ***************** You failed to provide the services I paid for.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/02/2024

  Good morning *******, upon reviewing your order, we see that your original estimated delivery date provided to you was between 04/30-05/01. The ********** of ***** processed your passport and sent it out for delivery scheduled to arrive to you on or by 05/01 with a locator number of *********. We do apologize for any inconvenience this delay may have caused you but because the ********** of ***** completed and mailed your passport you would not qualify for a refund at this time. If you have any questions about locating your passport you can reach out directly to the ********** of ***** via travel.state.gov in which they can assist with tracking your passport.

  

  Business Response

  Date: 07/03/2024

  Our records show that the original date you were given for the passport application process was between 4/31 and 5/1. This date depended on us receiving an error-free application and being able to submit it on our agreed date with the passport agency. However, the application we received didn't meet the agency's requirements (it was printed too small), so we had to wait for you to send a corrected application. This delay meant we had to reschedule the appointment with the agency and their availability was not guaranteed. Despite this setback, we managed to have the passport delivered to you just one day after the original estimated delivery date (5/2). We are not able to issue a refund because the passport agency processed the passport in the time quoted for when they receive an acceptable application. We apologize for any inconvenience, but we are subject to **************** rules for presenting an application for expedited renewals.

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are correct in that my original submission was not complete, so I resubmitted the same day. I was told I would receive it by 5/2. My passport arrived on 5/3 NOT 5/2. I have the confirmation and tracking information to prove it. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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