Complaints

This profile includes complaints for RushTranslate LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RushTranslate LLC

  600 1st Ave Ste 330 PMB 72476 Seattle, WA 98104-2246

  
• 

  RushTranslate LLC

  113 Cherry St PMB 72476 Seattle, WA 98104-2205

  

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:06/05/2025

  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 because RushTranslate finalized and delivered a translation service without my review or authorization, then refused to refund the charges despite my clear and prompt cancellation request. The company claims that translations are considered complete once uploaded to their internal system, regardless of whether the customer has reviewed, accepted, or authorized the finalization. This is deceptive and contrary to fair consumer practices.Their Terms of Service do not override a consumers federal right to reject services they have not accepted or used. I explicitly informed the company that I did not wish to proceed with or use the translations. I did not review or approve them for certification, nor was I given an opportunity to do so before they were marked complete.Per FTC guidelines under the Fair Billing Practices Act, businesses may not charge for services that a consumer has not accepted or used. RushTranslates internal timestamp is not a substitute for customer approval. Their position that they "do not need customer permission to consider a service completed" is not only unethicalit is misleading and inconsistent with BBBs Code of Business Practices, which requires transparent, fair dealings and honoring reasonable cancellation requests.I am requesting a full refund for the translation service since:I never reviewed or approved the translation for certification.I made it explicitly clear that I no longer wished to use their services.The service, from the consumer standpoint, is not complete and was never accepted.I appreciate the BBBs assistance in resolving this matter.

  

  Business Response

  Date: 06/05/2025

  We appreciate the opportunity to respond to this complaint.

  The customer placed two certified translation orders on June 4, 2025, and selected expedited turnaround service for both. As a result, the translations were completed and uploaded to the customers secure account portal in approximately half the time required under standard service.

  The cancellation and refund request was submitted after the translations had already been completed and delivered. These services were performed professionally, accurately, and in full accordance with the scope of work purchased. As outlined in our posted Terms of Service and Refund Policy,the translation service is considered complete when the translated documents are uploaded to the customers order page.

  The customer also inquired about apostille services after the orders were placed and again after the translation work had been completed. In both instances, we responded promptly with options and information to assist with this additional need, but no apostille work was initiated or charged for. Instead, the client informed us they no longer needed the translation and demanded a full refund for both orders.
  

  Upon receiving the cancellation request, we reviewed the order status and promptly refunded the fees for notarization, per the clients request to cancel, as that portion of the service had not yet been performed.However, we did not refund the fee for the translation services (including expedited turnaround of the translations), because those services were already completed.

  To illustrate this clearly: imagine hiring a house cleaning service to clean your home and wash the windows. The cleaning crew arrives and thoroughly cleans the house as agreed. Before they begin washing the windows, you ask about adding carpet cleaning. The company provides you with the information. Then, instead of moving forward with the additional request, you demand a full refund for everything, arguing the house wasn't really cleaned - simply because you didnt inspect or choose to use it. In this scenario, it wouldnt be fair, or logical, to expect a refund for the house cleaning. The work was done, the team showed up, and the value was *************'re free to decline the additional services, but the completed work still holds value and cost to the provider. Choosing not to walk into your clean house afterward doesnt make the cleaning service that was provided any less real - or refundable.

  Thats exactly what happened here. The customer ordered certified translations, requested expedited service, received them faster than standard turnaround, and only then attempted to cancel the order - after the translation work was done.

  RushTranslate completed the services the customer ordered - including expedited turnaround of the translation - before any cancellation request was made. We acted in good faith by refunding unrendered services and responding thoroughly to the customer's inquiries. Our team provided timely, professional support throughout.

  The idea that services can be canceled and refunded after theyve been completed and delivered, simply because the customer later decides not to use them, is not consistent with our policy - or with reasonable business practices.

  We respectfully decline the request for a refund of the completed services.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23430844
  
  I am rejecting this response because:

  RushTranslates justification for refusing a refund is fundamentally flawed and misrepresents both consumer rights and their own internal workflow. They state the service was "completed" once a translated file was uploaded. However, I never reviewed, downloaded, accepted, or approved the translations and the companys own communication confirmed the translations were awaiting my approval before the next step (certification) could proceed.
  

  Why This Transaction Is Not Complete:
  I received a message stating that the translations were awaiting your approval so that certification could proceed.
  I never opened or downloaded the files.
  I never approved the work, nor gave consent to proceed with certification.
  I canceled the orders promptly after realizing I would not be using the service.
  The checkout process did not disclose that files would be finalized or billed without customer review or approval.
  Despite this, RushTranslate unilaterally marked the translations as completed and refused to honor my cancellation or issue a refund. Their actions violate multiple well-established consumer protections:
  
  Violations of *** Consumer Protections
  Deceptive Practice *** Act (15 U.S.C. 45):
  It is a deceptive act to imply that a customers approval is required, and then finalize and bill for the service without that approval. The *** defines deception as any act likely to mislead a reasonable consumer especially if it causes financial harm. That is precisely what happened here.
  Unfair Practice *** Unfairness Doctrine:
  The *** states that coercing consumers into paying for unwanted or unaccepted services constitutes substantial injury and is considered unfair. Since I never approved the work or accepted the product, continuing to bill me for it is unlawful and coercive.
  Fair Credit Billing Act (15 U.S.C. 1666):
  This act protects consumers from being charged for goods or services they never accepted. I never accepted or used these translations they were canceled and remain unused.
  
  Violations of BBB Code of Business Practices
  Standard 3 Tell the ***************start="2498" data-end="2501"> RushTranslate failed to clearly disclose during checkout that services would be marked complete and non-refundable without customer review or approval. This is a material omission and violates BBBs truth-in-advertising expectations.
  Standard 4 ************************start="2772" data-end="2775"> No clear refund or cancellation policy regarding unapproved translation files was presented before purchase. Their Terms of Service cannot override basic consumer rights when the information isnt conspicuously disclosed at the point of sale.
  Standard 5 ************************start="3055" data-end="3058"> The companys own process stated that customer approval was required before certification. By ignoring this and finalizing the job without it, they failed to honor their stated service structure.
  Standard 6 ***********************start="3290" data-end="3293"> The companys communications were ****, dismissive, and refused any meaningful resolution, despite knowing that the files were not used or approved. This is not good-faith dispute resolution.
  
  Consumer Rights Under Contract Law and State Precedent
  Under contract law and state consumer fraud statutes, services cannot be considered complete without acceptance, especially when approval is a known step. As shown in cases like the ************************************** Act, consumers are not liable for services they canceled before completion or never received.
  RushTranslates defense that uploading a file to a portal constitutes completion is not only legally unsound, it contradicts their own process and industry-standard business practices.
  
  Requested Resolution:
  I am not asking for a refund on a used service. I am requesting a refund because:
  The service was never accepted,
  The product was never used, and
  I canceled promptly after being notified of a pending approval step.
  RushTranslate chose to finalize the service without customer consent and now seeks to deny a refund on that basis. This is not consistent with *** law, BBB standards, or common-sense business ethics.
  I request a full refund for both translation services and urge the BBB to rule in favor of the consumer in this case.

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

• Initial Complaint

  Date:05/25/2025

  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.

  I have submitted a translation request to this company which says that have ****** plus positive reviews, which is totally fake, because its just a pic of the reviews and no one can read them. They have translated one page EXTREMLY poorly, the translator does not have a name, they are asking for revisions which how can I revise an extremely poor translation. Then I have asked for all the following requests to be cancelled and my money to be retuned via email, which they are not doing it. Their customer service is just an AI which takes you around and around without an actual person to communicate. They have horrible service and they are not canceling my orders and not refunding me. I am unable to use these in any official or court capacity, and they have fraudulently posted reviews.

  

  Business Response

  Date: 05/29/2025

  We are sorry to hear that this customer was dissatisfied with their experience. We take all feedback seriously and strive to provide high-quality translations and responsive service to every client.

  To clarify a few key points:

  Certified Translations: All certified translations we provide include a signed Certificate of Translation by a qualified representative, in accordance with standard industry practices. A sample certificate is posted on our website, and was also provided to this client before any orders were placed to ensure it met their requirements.
  

  Notarization: Notarization is an optional service we offer, which verifies the identity of the person signing the certificatenot the content of the translation itself. The client chose to add this option during checkout. While there seemed to be some confusion around when notarization occurs (only after the client has approved the translation), we honored the clients request to remove the service and fully refunded that portion.
  

  Order Status and Charges: Two of the clients orders were cancelled at their request before translation work had begun. The third order had already been completed at the time cancellation was requested, and per our posted refund policy (which was shared with the client), completed services are non-refundable. However, in the interest of resolving the matter, we issued a full refund for all orders, even though one translation had been completed and the translator will still be paid for their work, as is deserved.
  

  Reviews: Our business is in good standing with the BBB and maintains a large volume of verified customer reviews across multiple platforms, including ******. These are accessible via links on our website. If the customer was unable to locate them, were happy to assist, but these are publicly visible and transparent.
  

  Translation Quality and Communication: We offered to revise the translation based on any specific feedback, as we do for all customers. However, the client expressed dissatisfaction that the translation was word-for-word -- which is in fact the required approach for certified translations. No specific inaccuracies were cited, and the client repeatedly made unsupported claims while disregarding the explanations and policies we provided.
  

  While we understand that the client was frustrated, many of the statements in their complaint are inaccurate or misleading. We remain committed to helping clients who engage with us in good faith, and we have fully refunded this individual so they may seek services elsewhere.

• Initial Complaint

  Date:07/13/2024

  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.

  Translation was requested from Japanese to English for US Passport for my daughter.The document was returned certified by the company, thus then sent to the passport agency only to be returned. As a Japanese myself I realized that there are many typos and mistake in information.When pointed these out, the company refused for a refund for work not done. They have offered to redo the matter however, I have no trust that they will do the job right again and would like to get a refund for the $49 Ive paid.

  

  Business Response

  Date: 07/13/2024

  I'm sorry to hear about the poor quality translation. We have a zero tolerance policy for machine translation and terminate any linguist whenever there is confirmation of them using it. We appreciate the feedback you have provided and will use it to help our QA team improve so we can provide better service, going forward.
  
  We are in the process of conducting a full peer review of the translation to address your concerns and also to confirm if the original linguist used machine translation. You will receive a notification when the revised translation is ready.
  
  Regardless of the findings, we have issued a full refund to your original payment method. Please allow 1-3 business days for this credit to appear on your bank statement. Please let me know if you have questions or if I may be any assistance. Thank you.
  

  Customer Answer

  Date: 07/13/2024

   
  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.