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:04/15/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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. My wife's (******** ***** order number is GW-3CA341DA6
  
  Sincerely,
  
  **** *****lead to an answering service that does not connect to anything. We have disputed the charges as we were misled about the services that were to be provided and charged almost 500 dollars for a free goverment form. We have yet to hear anything back. I do not want them involved in my passport process WHATSOEVER.

  Business Response

  Date: 04/17/2025

  We're sorry that you have had a negative experience with our service offering and experienced such difficulties reaching a member of our team. We are an online expediting company, that provides the expediting process once you're documents have reached the Department of State. However, when you're doing a brand new passport the ******************* does require that you have your identity and your documents authenticated by a government official at an acceptance agent such as the post office, courthouse or your local library before they can be sent to the Department of State for processing. That process unfortunately is a completely separate process that we have no control over. I have pulled your account and I have canceled the order and sent the refund request to our billing department, they'll process the refund within ***** hours and after that you should see the funds reflected back to the original form of payment that was used to created the account within 3-5 business days. You'll also receive a cancelation and refund request form in your email, please select one of the options of why you would like to cancel and then click submit. I was not able to locate your wife's account so if you could please respond with her order number we'll be happy to get her order canceled and refunded as well. If you have any further questions or concerns please let us know.

  Customer Answer

  Date: 05/01/2025

  Complaint ID# ******** Updated as of 04/28/2025 RushMyPassport has shown complete disregard to this complaint and did not follow through with the agreement in the previous complaint. My wife and I have not received any form of refund and now our passports are being delayed due to RushMyPassport's interference. There is still no possible way to contact a representative of RushMyPassport other than the BBB. The next step is legal action, no matter the cost.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23209935
  
  I am rejecting this response because:

  
  Your company did not have any hand in my passport process whatsoever, all processing was done by me and ***** All your company has done is mislead us and take our money for nothing in return. All you have given me is a FREE goverment document, which I obtained for FREE at ****. It should or may be illegal to "sell" FREE forms from the goverment for ridiculous prices. As you can see in the attached documents, your company is not even aware that I have already received my passports. This is nothing short of despicable!

  Coldest regards,
  
  **** *****

  Business Response

  Date: 05/02/2025

  We are sorry that you have had a negative experience with our service offering, I have taken a look into your account and I do see that the refund request was submitted however the request was denied. The reason for the denial was because of a couple reasons. First the order was manifested, once the order is manifested and the documents have been downloaded and printed you're no longer eligible for a refund. That is stated in our refund policy, also on one the sections that you have to select in order to download and print your documents, it does go over this with you as well. Second it does show that your application was processed at the ******************* using our service and the passport was shipped out to you under our service. I have emailed you a Refund Dispute Form, please print, fill the form out and mail it to the address that's on the form. Our billing department will go over the form and make their decision and they'll reach out to you via email with their response. Please let us know if you have any further questions or concerns.

  Business Response

  Date: 05/09/2025

  Thank you for reaching out, and we sincerely apologize for any frustration this experience may have caused.
  RushMyPassport is a passport expediting service, and we do charge a service fee for each order. While **** serves as a Passport Acceptance Agent which is a  requirement by the ************************ for new passport applications, the application we provide must be used so the State Department can confirm expedited service and provide updates.
  We show your passports have been shipped and delivered, and that you submitted a refund request on April 17. Unfortunately, the request was declined based on our cancellation policy, which states that once an application packet is downloaded or an order is under manifest, it is no longer eligible for a refund.If you have any questions or need further assistance, please call us at **************. Were here to help.
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23209935
  
  I am rejecting this response because:

  As I have stated previously, I did not use your form (which is the identical FREE goverment form) and you have provided no service to me whatsoever. **** handled the entire process. From filing the application to shipping the application AND shipping the application back to me. ***** had NOTHING to do with this process and neither did RushMyPassport. I don't know how many times I need to say this, so I will put it all in caps. YOU CHARGED MY WIFE AND I ALMOST $500 FOR A FREE GOVERMENT FORM AND HAD NOTHING TO DO WITH MY PASSPORT PROCESS AT ALL. There was no service provided, no handling, no processing of applications, and no shipping.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/14/2025

  Type:Product 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: 04/16/2025

  We apologize for the difficulties you've experienced in regards to our service offering, however, when doing a new passport the ******************* does require that your identity and documents be authenticated by a government official at a passport acceptance agent. I have taken a look at both of your accounts and the refund has been processed please allow 1-3 business days and you should see the funds reflected back to original method of payment that was used.  If you should have any further questions or concerns please contact our office at ************

• Initial Complaint

  Date:04/12/2025

  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 was directed to the RushMyPassport site after searching and see that AAA provided passport assistance. I had no idea that *** would pass customers off to such a bogus service. I will be contacting AAA as well. I went through the initial steps that RushMyPassport required. Which was completing a passport application form they were, supposedly, guiding me through so it would be accurate and processed more quickly. Then I paid them $188.10 ($209 - AAA discount). I received an email saying my "application packet" was complete. I downloaded the application I had completed on their site. I read all of the directions--I had to get all of the necessary documents and go to a Passport Acceptance Agent to finalize things. The Passport Acceptance Agent is the ****. I was using this expedited service so I could bypass the **** because they are so busy at this time. I was able to get a walk-in appointment at the ****. Ultimately I had to start the process from the beginning. The application they had "helped" me fill out was completely wrong and needed to be discarded. I had to fill in a new application by hand. I had to pay all of the fees, including the one for expediting the process to the ****. The post office employee had no idea what I was talking about when I said I had already paid for expedited service. She had no idea how the application, etc., I was working on with her would "meet up" with some other order number somewhere else. I paid the **** $306--which duplicated what I had already paid to RushMyPassport. RushMyPassport did nothing for me accept have me type up an incorrect application form. There was NO service provided. I am really irate about this. They are just taking advantage of people who are in the difficult situation of needing a passport very quickly.

  Business Response

  Date: 04/14/2025

  We are sorry that you have had a negative experience with our service offering and experienced such difficulties. When you're applying for a new passport it is a requirement by the ******************* that you have your identity and your documents verified and your signature witnessed by a government official at a Passport Acceptance Agent, such as the your local post office or courthouse. The fee that you paid to Rush My Passport was for the service only, to have your passport expedited in a 3 week time frame. The government fee that you paid at the post office is a completely separate fee, it does state that on our website. We have canceled your order, our billing department will process your refund within ***** hours, after that you should see the refund reflected back to the original form of payment that the account was created with. You should also receive a cancelation/refund request in your inbox, please just select the reason for your cancelation and then submit. Please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:04/12/2025

  Type:Product 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.
  
  I received my refund

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

  Business Response

  Date: 04/16/2025

  We are sorry that you have had a negative experience with our service offering and have experienced such difficulties reaching a member of our team. Your refund has been processed, we're sorry that it has taken longer than what was originally expected. You should see the refund amount reflected back into your account within 1-3 business days depending upon your bank or financial institution.  

• Initial Complaint

  Date:04/05/2025

  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.

   
  Complaint: 23164596
  
  I am rejecting this response because:
  You all told us 3-5 days and you took my money and ran I want my $200 back we missed our trip because you all lied so please dont guarantee something if its not correct
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/07/2025

  Hello, thank you for contacting us. We were able to review your order that was placed on 02/28 for our 3 week service. Your application is processing with the *******************. Once your application has been approved you will receive an email updating you on delivery. 

  Business Response

  Date: 04/10/2025

  We apologize for the difficulties you've experienced in regards to our service offering. I was able to pull up the details of your order, and your passport application was received by the department of state, and the passport was shipped out. We don't guarantee the delivery dates we give an estimated delivery date because we rely on ***** and **** for shipping. According to our policy you're not eligible for a refund, I will email you a Refund Dispute Form, you can complete that form and please mail that form to the address that's on there. Once it's received our billing department will decide whether the refund will be approved or denied.
  
  
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23164596
  
  I am rejecting this response because:
  Why am I paying to have the passport expedited if it came in the normal amount of days you should have enough decency to reimburse individuals money back if the passport is not expedited in the amount of days you said it would take it took wayyyyy longer than what you said it would take and now I need my refund because we missed our trip because of you guys 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/03/2025

  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.

  Submitted a refund request that was not processed, contacted customer support once, upon contacting them again, it was said that there was never a refund filed which is plainly and wholly inaccurate. The refund request was submitted through their portal, and confirmed by the first support agent. The second support agent claimed the refund request never occurred even though these interactions were within 10 minutes of one another. Its absurd that this company is partnered with *** and its absurd that this company exists. They take your money under false pretenses of being a faster option or more convenient, when neither of these things are true and they absolutely rinse you for money. Upon contacting this second support agent they remembered the refund request existed and was filed, and then stated that they were behind due to their new policy meant to speed these things up. Makes absolutely zero sense how a refund request can get lost and even less sense that a policy meant to make the refund process smoother would cause a delay.Absolutely and undeniably a shady business that exists solely to scalp your money. Stay far far away and do not interact with them. They push your refund far enough down the road so you do not receive full compensation for this service that only does a disservice to you.Its also hilarious that on their phone number the first thing they mention is refunds. That should tell you all you need to know. Stay away.

  Business Response

  Date: 04/04/2025

  Hello, thank you for contacting us. after reviewing your order a refund was processed for ****** on 04/03. Please allow 3-5 business days for your refund to reflect back to your original method of payment. 

• Initial Complaint

  Date:03/28/2025

  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.

   
  Complaint: 23128111
  
  I am rejecting this response because:I have not received a refund or any communication from them since this complaint was filed. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/31/2025

  Hello, a refund request form was sent to the email provided. Please allow 7-10 business days for the refund to reflect back to your original method of payment. 

  Business Response

  Date: 04/07/2025

  Hello, thank you for responding. We have reviewed you order and your refund is being processed through the billing department. 

• Initial Complaint

  Date:03/26/2025

  Type:Delivery 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.

  Order: GW-1DCFB3603 Amount of Transaction: ****** Date Posted: 11/3/2024 Merchant Name: RUSH MY PASSPORT ADMIN Card Number: XXXXXXXXXXXX0365 This dispute because this vendor allowed the product to be sent to the wrong address making their involvement in the process worthless to me and a violation of their promise to deliver "Passports delivered safe, fast, and secure." as the passport sat on the front porch of a house ***** miles from my location with nobody to retrieve it. The whole idea was to speed up the delivery of my passport before a trip and as you can see in their e-mail they ask for the delivery address which I provided them. The passport was delivered on time to the wrong address ***** miles from where I was about to catch an airplane overseas. This oversight on their side cost me time, stress and money that I will never get back. At the very least they did not earn the fee they charge for their service.The attached pdf is their confirmation e-mail which clearly has my desired delivery address written as ********************************************************The attached picture is the package I eventually received that was delivered to ******************************************************I reached out to the company and they take no responsibility and have offered no recourse for this mix up. They are supposedly the experts and I paid them to guide me through this process and expedite it which they did not. I would have been better off just doing it myself.Let me know if you have any other questions. Thank you for your time.

  Business Response

  Date: 03/27/2025

  Hello, thank you for contacting us. We would like to review your order and a member of our team will contact you directly. Thank you for your patience. 

• Initial Complaint

  Date:03/24/2025

  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 went to a local ***** store to apply for a passport. I got 3 applications that I paid over 300$ for I didnt get to complete them due to not having enough to continue with full process. I requested a refund on the online portal on the 20th way before the 30 day **** and havent received a response yet. I cant get in consort rush my passport or speak to anyone about the issue I will need some one to content asap to resolve this I paid for these passport applications for no reason I didnt know extra fees come with it also.

  Business Response

  Date: 03/25/2025

  Hello, thank you for contacting us. We have reviewed your 3 orders and see that a refund was requested on 03/20. Please allow 1-7 business days for refunds to process and reflect back to your original method of payment. 

• Initial Complaint

  Date:03/15/2025

  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.

   
  Complaint: 23071399
  
  I am rejecting this response because: 

  I previously submitted a complaint against RushMyPassport.com regarding a $170 refund for service charges incurred due to what I believe were deliberately obstructive and imprudent business practices. Following BBBs initial contact with the company, I was informed that a refund form would be sent to me. I complied with their instructions and submitted the completed form and requested documentation by the stated deadline. However, weeks later, the envelope was returned to me marked "undeliverable." Since then, I have attempted to reach the company twice to confirm a valid mailing address, but I have received no response. I am once again requesting a refund of $170. Attached are copies of the email correspondence and a photo showing that the letter was sent as instructed. Thank you for your continued assistance in resolving this matter.

  
  
  Sincerely,
  
  ****** *****bot, which instantly lifted the hold on my application without requiring any new information from me.Because of this unnecessary delay, I was forced to pay an additional $170 for a higher-priority service level to ensure I received my passport in time for my trip.Had RushMyPassport.com handled my application efficiently or provided basic customer service, I would have met my original timeline without needing to pay the additional $170. Their system intentionally obstructed my ability to proceed, forcing me into a higher payment tier, which I consider fraudulent and unethical business practice.I am requesting a full reimbursement of the $170 that I was unfairly charged due to their service failure. Additionally, I believe this companys business practices should be reviewed to prevent other consumers from experiencing the same deceptive tactics.I appreciate your time in reviewing my complaint and look forward to your response.Sincerely,**** *****

  Business Response

  Date: 03/17/2025

  Thank you for contacting us.
  After reviewing your order, we found that you originally placed an order for our 3-week processing service on February 24th. Based on this date, the estimated delivery date would have been March 20th. Given your travel date, this would still have been outside of your travel window.
  Unfortunately, due to this, you are not eligible for a refund. However, we will email you a refund dispute form to the email address we have on file. Please follow the instructions on the form and submit it. Our billing team will review your dispute and make a decision.
  

  Business Response

  Date: 05/14/2025

  Thank you for your follow-up and for providing additional details regarding your refund request.
  We sincerely apologize for the inconvenience and frustration this situation has caused. Its clear that you made every effort to follow the instructions provided, and we understand how upsetting it must be to have the refund form returned as undeliverable without any follow-up support.
  To move forward, please resend your completed Refund Dispute Form along with any supporting documentation to the address below:
  Expedited Travel
  Attn: ******************************start="701" data-end="704">******************************************************
  *************************
  Please ensure your request is postmarked within 15 days of receiving the form for it to be considered.
  If you have any further questions, youre welcome to contact us at ************************** or call us at ************** during business hours. We're here to help and committed to resolving this for you.