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:02/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 10th, 2024, I paid Apostille USA $1,605 to get 6 documents apostilled. I was promised a $250 rebate as a condition for making the purchase. On September 22nd, 2024, prior to mailing any documents, I reached out to cancel the order. The $1,605 was paid to cover the shipping, courier services, and fees which are incurred at the time the documents are sent. Since the documents were never sent, no cost was incurred by Apostille USA.I was told they did not offer refunds, and that I needed to proceed with the order. After standing by my decision to cancel, I was offered a partial $900 refund on the condition that I proceeded with mailing my documents. I contacted my bank to report fraud and told Apostille *** to cancel the order and refund my money. They refused, and once the fraud investigation was concluded, I reached back out to request the $900 refund I was offered and they declined.I contacted my bank to dispute the transaction, and they weren't able to get my money back from Apostille USA. I never received my initial $250 rebate which was guaranteed to me at the time of purchase, and I didn't receive anything for the $1,605 which I paid. They kept my money and I got nothing in return.This company is an outright scam. At the time of my purchase, there was no FAQ or refund policy anywhere on the website. The existing policy wasn't added until November of 2024. Additionally, the agreement which I signed didn't state no refunds or cancellations, it only stated that Apostille USA wasn't responsible for lost or delayed documents. I never agreed to no refunds, I cancelled before any costs were incurred by Apostille USA, and yet, I'm still $1,605 short from my account because of these thieves.

  Customer Answer

  Date: 03/09/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by USA APOSTILLE, INC. regarding complaint ID ********.
  
  Sincerely,
  
  ******** ****
  

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired USA Apostille to have my *** background check apostilled and translated and paid an extra $100 to have it sent to me internationally. That was May 27th 2023. In total I paid $515 for this service including the $25 extra that they charged me for sending the papers to "this address". Which is found nowhere in their literature. I have received NOTHING and it is almost a year later. I read the other complaints that are exactly like mine and one makes reference to USA Apostille hiring out some other company to deal with their complaints. This makes sense. They are always horribly rude and do absolutely nothing to solve any problem, ending the conversation with "We'll get back to you" which is a lie. They just steal the money and ask for more by holding your documents hostage. Who knows if USA Apostille even knows what is going on. Sounds and acts like a scam. I want a refund! That doesn't include my plane fare back to the States, the lodging, the cost of the finger prints and the loss of the papers themselves.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by USA APOSTILLE, INC. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 document legalization from this company in March 2023 and sent in my marriage certificate to go through the process of it being legalized to be accepted in a foreign country.The company has not been able to perform the service or tell me where my document is or when it will be returned to me with the completed service. I've tried sending several emails over the past year and finally tried to call them. The person on the phone named ***** refused to tell me where my document is, when it will be returned to me, or even if they can complete the service. He also refused to give me a refund. He told me that it would be escalated to "upper management' but would not tell me when someone would get back to me. At this point, I just want my document returned and my money back.

• Initial Complaint

  Date:11/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 USA Apostille, Inc. to apostille a divorce decree. About a week later they said the state rejected my papers. The document you sent to us to process was rejected by the state. This is a copy that you have sent to **, we need a certified copy county. Please contact the county and once you have the certified copy you can go ahead and send it to ** to process it again. Please let me know if you have any questions. Thank you!I provided a decree that was notarized by the county and state Notary Public and signed by a judge.The resolution didnt make any sense for their story of why it was rejected. I want my money refunded.

• Initial Complaint

  Date:10/30/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 an administrator with the **** I was given a position in ******, which requires me to apostillize my citizenship certificate. I sent it to the company in question. The personnel there, such as **** is extremely unprofessional and rude. The company promises your document will be returned in seven days, but when you call you are told its 3 months. I have tried to reach the owner or supervisor of the company with no luck. Every time I call I am treated unprofessionally and told not to call back. I paid this company $195 to lose my document. They have no clue of where my document is. No one in the company takes responsibility or calls me back to inform me of the status of my document. Its disappointing and frustrating to pay for a service that I could have done elsewhere. I am reaching out to the BBB because I have no other resource to get my document back and/or get my money back and go elsewhere. I would for someone from the BBB to assist me in rectifying the situation. I thank you for your time and effort. ***************************

  Customer Answer

  Date: 11/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by USA APOSTILLE, INC. regarding complaint ID ********. I have made several attempted to reach the company and/or corporate office with no positive results. I need this paper which they promised it would only take 8 weeks and now it's going on 10 weeks. I need someone from the office tell me where my document is at and how soon can they return it to me. 
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Several emails. This is affecting my employment and getting paid.This is affecting a 2nd year of a two year contract.Dear BBB, May 2, 2023 I am a current resident of the ***************. I am a university professor who has been hired to work in *****. That requires a work **** and after being *** checked in **, that document needed to be legalized by the **************** and then the ******* Embassy. I hired USA Apostille to complete this work for me. My paperwork was submitted to USA Apostille in Dec 15, 2022. It is a rather lengthy process but not 5 months and counting. There has been three submissions to the ******* Embassy for which could have been avoided by USA Apostille. I do not know what they are doing or how they are doing it. I have tried to email and phone call to obtain updates and at every turn, I received attitude very unpleasant customer service. Yes, I can never use them again; however, that is not the issue. My documents have been with this company and my employer has been emailing them as well to no avail. I am dealing with a **** and no matter what office I call (and there are several???), I only deal with *********I have asked to speak with a supervisor and I am told there is none. It is only ****. I ask to speak with the owner, ***************************** and I am told he is on vacation.Please help!! I just spoke with ****** in *********, ** and then am writing this complaint now.Thanks *** 1. I have asked for specific dates and I have the emails to substantiate these questions.2.I have tried calling, chatting on their help line and only get ****.3.Why three times to the ******* Embassy? Why she will not respond to employer?4.*** telling me to cease harassing them, I am trying to get updates so I can be paid.************************************************* matter what Office you call, to speak with someone regarding legalization, you still get ****.**************************************************************************** Thank you ******** ****

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received *** background checks for apostille by the **** *********** on February 9. They estimated that it would take approximately 6 weeks for them to ship the documents to ***** ******* for **. The **** ********** also estimates a 6 week turnaround. When six weeks elapsed, I e-mailed the company twice and received no response. I also communicated with the ********** regarding the status of the apostille and received no response which makes me believe that the documents were never submitted by ****** Apostille. I communicated with an extremely rude web service representative this morning. I was admonished for contacting the *********** and was told that I'd sent no e-mails directly to ****** Apostille although I'd sent two. I paid $410. I asked the agent how and when ****** Apostille submitted these documents to the ********** and for a tracking number. The agent ended the chat.

  Customer Answer

  Date: 04/25/2023

  At this time, I have been contacted directly by USA APOSTILLE, INC. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  I received a call that was aggressive and vaguely frightening given that they held essential government documents that we need desperately.  Also, based on my communication with the ********** of ****** much of the information received from vendor was verifiably untrue.  Eventually I received an email that they were cancelling my order and refunding the money.  Money was not refunded and I requested a chargeback.  Unfortunately, the consequences of the company's terrible business practices were hugely consequential and caused ** to incur enormous expense and inconvenience.  

   

   

   

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

  Sincerely,

  ***********************

  Customer Answer

  Date: 05/16/2023

  At this time, I have been contacted directly by USA APOSTILLE, INC. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   Received irate call due to my complaint but issue was not resolved and government documents were not returned to me.  Caused incredible inconvenience and expense.

   

   

   

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

  Sincerely,

  ***********************