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:02/16/2023

  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 was a service and I have sent my passport and a money order of $238.32 as a government fee Placed on: January 20th 2023 Order Number: GW-650D20528 $281.90 via ***** To date, I have been requesting a refund and an update as to when I will be receiving my documents back( Passport, Money Order, Documents), They keep telling me 2-3 business days, and over a month has passed by. I have been scammed and feel helpless. Please help me get back my documents and refund.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you experienced in an attempt to utilize our services. You order was refunded as of 2/20/2023. We will use your feedback to better our service.

• Initial Complaint

  Date:02/09/2023

  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 2/8 I went to ***** to request a passport through their liason with RushMy Passport. Logged on and started the process. My order number is : GW-5AF2AA229 I did not complete the application process for several reasons. You're suppose to download your documents but the download wasn't working.It's not until halfway throught the application process that it tells you you need to write a physical bank check to the US Government to complete the process and you also have to make an appointment with an agent at a post office to get them to sign off on the application, AND you get to pay for that separately too.Their website has no cancellation option, but you have to cancel within 24 hours for a refund. Website says you have to fill out a particular form to get a refund but there's no link to the form and it doesn;t tell you where to get the form.*****/RMP charges your card upfront before you even get into the forms so they're good but you're screwed.It says you have 24 hours to cancel, but when you call their number you get lost/stuck in a multiple choice tree circle and never get to a live person. They even say they have an "if you don't want to wait on hold, we can call you back..." but they never call you back.Each ***** employee who came to help me said, we, it's not us, ist's a 3rd party...but FEDEX...YOUR NAME is all over their website so you can'[t have it both ways!!! ***** should really be ashamed of going into business with shady company!

  Business Response

  Date: 06/27/2024

  We do apologize for any inconvenience or confusion experienced with our service offering. We are happy they we were able to process your refund an we wish you the best. 

• Initial Complaint

  Date:02/08/2023

  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.

   
  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,
  
  *********************

  Business Response

  Date: 06/27/2024

  We apologize for any confusion regarding our service. We have issued you a full refund as you requested. we will use your feedback to better our service.

• Initial Complaint

  Date:02/08/2023

  Type:Order 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.

   
  Complaint: 19363276
  
  I am rejecting this response because:

  The service I paid for was not able to be fulfilled.  The postal service explained they were not legally able to give me the documents to send through ***** as I was instructed by this company to do so.  I had to pay a fully new processing fee through the postal service to fulfill what this organization promised they would fulfill.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you *** have experienced in an attempt to process your passport through our service. Our faster hand-carry process does involve the documents being given back to the applicant.  The service selected at the time, this order was placed, does not require the documents to be taken back by the applicant but rather shipped from their office via ***** We, again, apologize for anything that *** not have been clear about the process for the particular service selected at the time your order was placed.

  Business Response

  Date: 06/28/2024

  Our order page clearly states in two different areas before you place the order that the **************** fee is not included. The fee that the acceptance agent collected is referred to several times throughout the printed material that accompanies the application we provide you. The Gov-works website makes you confirm that you are aware that you must include a check or money order for the ****************. It will not let you print the documents without confirming that you understand this part of the process. We apologize for any confusion regarding the fees involved or the process, but it is plainly displayed in numerous areas. The only reason the order page generated the ***** label is because the order was initiated as a renewal which does require ***** to ship the documents.

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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.

   
  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,
  
  *******************************

  Business Response

  Date: 06/27/2024

  We are happy to see that your refund was processed and we apologize for any inconvenience our service offering may have caused you. 

• Initial Complaint

  Date:02/03/2023

  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.

  Went into fed ex to apply for a passport, rushmypassport is the vendor used by ***** for this service. Sent off on Jan 6th. Called the next week to check the status and *** said everything was in and would be processed. Called Monday Jan 30th and was told I would be emailed an update about the status but that everything looked fine. Never received an update and no update to my order on the website. Today feb 3rd I called and was told to call back at 3 and there would be an update. Today I was told that some things look altered and won't be accepted by the state department and I need to resend the application. I want my money back. This has not been a streamlined process, this hasn't been rushed. I cannot book a flight without this. They have said the sent a email stating that there was errors, we didn't get such an email. I want to start this whole process over with another company and I need my 220 dollars back to do it! 200 dollars and no help! It takes over 40min to get someone on the phone and there is no help! Horrible company! Unreliable!

  Business Response

  Date: 06/27/2024

  We are happy to see that your refund was processed. we apologize for any inconvenience you may have experienced and wish you the best.

• Initial Complaint

  Date:01/26/2023

  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.

  On 1/8/23 I paid ******************** $422.98 order to obtain passports for my children and myself. And thats without expediting (we chose the 8 week option). I trusted ***** because it is a well-known, long-standing company, which led me to assume I was in good hands. Their claims included: saving you the time of going to the passport office, reviewing and finding errors in your documents to avoid delay, tracking, and customer support. In reality - we still needed to go and submit the paperwork at the county clerks office, which provides everything that I would have needed (paperwork, careful review, mailing of documents, etc). They confirmed that ***** did not, in fact, provide us with anything that we could not have received for free and that they have come across many people that have also been deceived by this service. They said that ***** pays big money to be one of the first to pop up in search engines when people are looking for passports. As far as tracking, we would have had to mail the documents ourselves using ***** services. And as far as customer support I spent over 30 minutes on the phone just waiting to speak with someone, and when I chose the call-back option I never received a call back. Im sure their phone lines are inundated with complaints. Also, we still had to pay another $330 for our passports at the county clerks office. Nowhere on the ******************** website did it state that their fee did not cover any of the actual passport fees and that we would need to pay those separately. We only learned that AFTER we submitted payment to them and filled out the paperwork. Below are the order numbers:GW-A85AACDDF GW-E3C1BC404 GW-256F25C09 We would like a full refund, seeing as we pretty much paid for nothing, and they are guilty of false advertising.

  Business Response

  Date: 06/27/2024

  We are happy to see your refund was processed. We apologize for any inconvenience this may have caused you.

• Initial Complaint

  Date:01/11/2023

  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.

  I found this website by trying to renew a passport with the info available on the ***** page. I thought it would be a legitimate business or organization. The site is called Govworks which makes it look like its a federal agency and is misleading. It in fact is not a government agency. When the paperwork has been completed you find out that there is a substantial fee on top of an already high fee. The first payment was $240 which was completed. Then there are a series of steps that take several days, finding old documents, getting certified paperwork and then getting a passport photo well before you find out that there is another additional fee of $230 (in my case). You physically have to print off your file for completion before finding out that you now owe a large amount of money. I tried to cancel the order but found out there is a 72 hour period to cancel and then there is zero customer service. I have called several times and No one calls back and no one is available on the phone. It is all automated. The entire site is a scam, misleading and fraudulent and I am sick over the fact that I spent what I thought was a $240 processing fee would actually be a $500 payment for just an expedited passport!

  Business Response

  Date: 06/27/2024

  We apologize for any confusion that you experienced with our service offering. We are happy that we were able to complete your refund and we wish you the best. 

• Initial Complaint

  Date:12/29/2022

  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 12/27, I was at work looking for Real ID vs passport options. Through a local post office site, I found rushmypassport.com. Im traveling in 6 weeks, and I was planning on expediting my application. It looked like a fed govt site. They issued a personal email address for the site @govWorks.com. The video I watched while the application was being processed didnt not mention it was NOT affiliated with Fed govt. I thought it was odd they needed me to send my personal, original documents to them for processing. I received an email saying my application was ready to downloadbut its not really ready as I apparently need to call their customer service line. 2 messages and 2 chats later, I am still unable to download my documents. I still have not received follow up on my first call nor my chats. For $700, I should not have to jump through these unnecessary hoops to access my application. They should also be more receptive to helping a customer. They are also intimating they are associated with the fed govt. Their logo is a robot with a blue insignia with the letters gov emblazoned across it. Again, i would not have purchased their services if they did not appear to be associated with the federal government. On the site, I am in this loop of application ready to download and call ************ to complete the process. Conflicting messages. No help from customer service. NO affiliation with the federal government. I really feel duped.

  Business Response

  Date: 06/27/2024

  We apologize for any inconvenience you may have experienced in an attempt to utilize our service. We do not make any claims to be a government agency. We are one of many third-party passport expeditors that are allowed to operate by the **************** to assist with expedited passport processing. We offer hand-carry service for those with immediate travel. We have refunded your order in full and will use you feedback to better our service.

• Initial Complaint

  Date:12/08/2022

  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 purchased a passport renewel service on 06/18/2019 for this company to expidite my passport, I was in the process of filing all the required documents as fast as i could possilbe (via work and normal everyday life haulted) none the less I had no timeframe on this service and was told I could use wheneer. By the time I had finished all my paperwork COVID struck and I had issues getting a hold of the company and was told expidite services would not be garunteed even though that is the service I paid and was charged for. However I was told in 2020 when I called them it could possilby *********** months or even up to a year process to get my passport, i was told to best wait out COVID to get what I paid for and that my service was already paid for and i can use whenver there is no expiration date. Fastfoward to 2022 I gave them a call today (12/18/2022), gave them my order # provided on my orginal email reciept, and the company was unable to pull up my order and find my name or number, even though i stated i have the original email from them along with paypal statement with the reciept and transaction # and order #. They said I would have to pay again and refused to provide the service I was told had no time fram or expirtation becuase its a serviced I had already paid for. All I want is a refund of the full amount I was charged as the links in my email no longer work as well and I am not able to recieve the services I have already paid for and they cant seem to pull it up on there system. Attached are the proof and reciepts. All I want is either my full refund for the amount of $178.85 back or the services I had already paid for to have my passport expidted and renewed (ITS ALREADY PAID FOR, I AM NOT PAYING ANY EXTRA).

  Business Response

  Date: 06/27/2024

  ******* we are happy to see that you were able to receive your passport. We apologize for any inconvenience you may have experienced during that time and we wish you all the best.