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:03/11/2025

  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.

  It has been 5 business days and I still have not received a refund or any contact from the business.

  Business Response

  Date: 03/12/2025

  Hello, thank you for contacting us. After reviewing your order we see that you spoke with a member of our team and a refund request was sent to your email on 03/11. please allow 1-5 business days for the refund to reflect back to your original method of payment. 

  Business Response

  Date: 03/20/2025

  Hello, we were able to review your order. A refund was processed on 03/19. Please allow 1-5 business days for your refund to reflect back to your original method of payment. 

• Initial Complaint

  Date:03/10/2025

  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.

  Formal complaint against Rush My Passport for misrepresentation of service, failure to provide service, and refusal to issue a refund despite their error. I paid $238.95 for their expedited passport service. Rush My Passport directed me to a courthouse that does not process passport applications through third-party expeditors, making it impossible for me to utilize their service. I had to complete my passport application through the post office, where I paid an additional $200 for application and expedited processing fees. After realizing the issue, I called multiple times, left voicemails, and submitted messages requesting assistance, but my calls were never returned. On 2/27/25, I finally spoke with a **** named ******** *., who acknowledged my concern and stated that she would escalate my refund request to a supervisor. She assured me I would receive a callback within ***** hours, but I never did. On 3/10/25,I called again and spoke with ******** *. once more. She now claimed there were no notes documenting my prior request/escalation, meaning my previous complaint was not even recorded. Instead of addressing my issue, ******** repeated their refund policy and suggested transferring the service rather than issuing a refund. When I explained their company misrepresented their service, ******** attempted to shift blame and falsely claimed that the post office used a document from their company to expedite my passport, which is entirely untrue. When I requested to speak with a supervisor, she refused to provide direct contact info and told me to wait another ***** hours for a callbackwhich I never received the first time. Rush My Passport misrepresented their service by providing incorrect instructions, making it impossible for use of service. They failed to fulfill their contractual obligation as I paid for an expedited passport service. The delay in discovering the issue was due to their misinformation. Companies cannot charge for services they fail to provide.

  Business Response

  Date: 03/12/2025

  Thank you for contacting us.
  After reviewing your order, we noticed that you completed a new passport application (DS-11). Please note that when completing a DS-11, the application must be signed by an authorized acceptance agent ($35.00) and the government fee ($130 + $60 for expediting) must be paid.
  When you signed up for Rush My Passport online, the total stated the fee you were paying online does not include the government fee, which was paid to the acceptance agent. The suggestion provided to you for an acceptance agent was not a requirement but rather a suggestion of where you could find one.
  Your order was placed on August 2, 2024, and your request for a refund was in March 2025. Our refund policy is 72 hours after the date of service request. For this reason, you are not eligible for a refund at this time.
  We will email you a refund dispute form to the email address on file for you to complete and submit if you do not agree with this policy.
  

• Initial Complaint

  Date:03/05/2025

  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.

  I applied for rush passport, I was half way through filling out application had questions called and left message for call back , no call back called again same day three times holding at least on hour No pickup Sent an email last night no response They are charging my cc 191 although did not even finish app. Called this morning, the same Finally left a mother message Help!!!

  Business Response

  Date: 03/06/2025

  Hello, thank you for contacting us. I was able to review your order and we will have a member of our team contact you directly to answer any questions. 

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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: 23020581
  
  I am rejecting this response because:  The charge remains in pending status three (3) days post-transaction.  The fact that Rush My Passport has my debit card info now leads to me having to freeze and/or replace my card and the $188.10 remains in limbo and I am unable to use those funds to obtain my passport without RMP's assistance.  I am retired and on a very fixed income.  Very unacceptable.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/06/2025

  Hello, thank you for contacting us. I was unable to pull up an order for you. In this case what happens is the pending charge is not accepted by the company and it reverses back to your account. If for any reason this charge is completed proof of the completed transaction is required and a refund will be processed. 

  Business Response

  Date: 03/07/2025

  Hello, you can provide proof of the completed transaction and Rush My Passport will provide a refund. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23020581
  
  I am rejecting this response because: As stated in my initial response, and at the time of this response, the transaction remains in pending status.  This indicates that RMP has my debit card information. ******** the request for payment from my financial institution. 
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23020581
  
  I am rejecting this response because: I am rejecting this response because: As stated in my initial response, and at the time of this response, the transaction remains in pending status.  This indicates that RMP has my debit card information. ******** the request for payment from my financial institution. 
  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/11/2025

  Hello, we are willing to refund your money. we need proof of the completed transaction, not pending. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23020581
  
  I am rejecting this response because:  There is no longer a pending transaction listed from RMP in my bank account, therefor, I am no longer in need of a refund from this company.  I will be monitoring my account very closely, more so than usual, to be sure no unusual and/or illegal requests go through since RMP has my billing information. 

  Dear BBB, please check in to RMP for possible fraud as evidenced by my initial complaint.
  

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

• Initial Complaint

  Date:02/11/2025

  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: 22928161
  
  I am rejecting this response because I do NOT want to close this complaint until a FULL refund has been issued. This is merely the business stating that 'an agent' will reach out to me regarding refund options. Not good enough.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 02/17/2025

  Thank you for contacting us, We will have one of our agents reach out to you and discuss refund options. 

  Business Response

  Date: 02/18/2025

  Hello, we have sent a refund request to the email on file. Please respond and allow 1-5 business days for the refund to reflect to your original payment method. 

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising 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: 22904662
  
  I am rejecting this response because:

  As clearly stated in my complaint AND at length in conversation with agent, PRIOR TO SALE (prior to Rush My Passport accepting my payment) IT WAS NOT MADE CLEAR;

  --that shipping days WERE NOT included in the 2-4 day guarantee.  This is FALSE ADVERTAING / MARKETING.  The clear intended communication from you the marketer and the intended consumer take-away is that a passport will be in hand and ready to support international travel in NO MORE than 4 days.  This can never happen as part of your process and is therefor FALSE AND MISLEADING advertising statements.  You should not be allowed to continue this duplicitous buisness

  --that an additional trip to a passport agency was required.  THE ONLY step indicated prior to sale was ONE VISIT to a ***** Office.  This additional step hidden from your consumers prior to sale, unquestionably requires unanticipated time, and in my instance and other instances I was advised about from the **** passport agent I interviewed was that A-this is a surprise to consumers who employ your service, and B-in my instance NO appointments we available and walk-ins at two **** locations we not available.

  The situation you place consumers in: A sells a product with a time guarantee you CANNOT deliver. B Accepts payment based on this mis-information AND C does not reveal this 'bait and switch' mis-information until AFTER consumer has paid AND consumer has spent 1-2 hours entering data and documentation and waiting to speak with an agent.

  Rush My Passport is flagrantly guilty of mis-leading consumers and selling a product with no or materially less value than they advertise.

  I am hopeful that BBB visibility as well as efforts on ****** reviews, redit and social media will curtail your false and misleading business.
  
  Sincerely,
  
  ***** ********

  be fined and disallowed from false marketing. *************** should end their affiliation **************** of experience: February 05, 2025

  Business Response

  Date: 02/06/2025

  Thank you for contacting us. After reviewing your order and the type of passport you applied for, we found that it is required by the ******************* to have your documents verified by an acceptance agent, such as the post office.During your conversation with our agent, you were provided with an estimated delivery date to help you decide whether to proceed or find alternative means of obtaining your passport. At that time, you had the opportunity to request a refund, which was not done. We will have an agent reach out to you directly to address your request. 

  Business Response

  Date: 02/17/2025

  Good morning, A refund request was sent to the email on file. Please respond to the email and allow 1-5 business days for the refund to reflect back to your original method of payment. 

• Initial Complaint

  Date:01/22/2025

  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.

  On 01/22/2025 I was guided through clear to a last minute passport renewal as I realized my passport expired last week. The service misleads the customer into thinking it will be able to over night the passport renewal. Instead it just fills out the passport form through a survey that can be downloaded and filled out off of the government site. $1000 to print and ship a document that is free online is absurd, and the misrepresentation of a renewal overnight vs a completed form is deceiving and predatory.

  Business Response

  Date: 01/22/2025

  We are sorry for any misunderstanding concerning our service offering. We have sent a refund request to the email on file. please respond. Please allow 1-5 business days for your refund to reflect to your account. 

• Initial Complaint

  Date:01/17/2025

  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.

  Was trying to get my passport and was filing through ***** and got redirected to this website rushmypassport.com, which then had me fill out all the info for my passport on 1/8/2025. Then it asks if id like to pay for expedited shipping for it to arrive within 3-4 weeks. I proceeded to pay $209.00 for the shipping and an extra $29.95 for passport protection. Later find out on 1/17/25 when I go in to finalize my passport at ************** Im told that this has nothing to do with shipping the passport or with protection for my passport. They told me all it was is supplying you with a passport application ( which is free!!!) so I was charged $238.95 on 1/8/2025 for an application which is provided for free. They completely mislead me and was advertising for the shipping of my passport and for protection when in reality it does absolutely nothing for me. Ive tried to call them and they havent gotten back to me. ************** told me to reach out to you guys because this happens a lot with the same company. Please if you could help me out, I just want my money back as I have to pay more that actually goes towards my passport and shipping. This company is a complete scam and does not help ship or protect anything! Please help me out I would greatly appreciate it! Thank you.

  Business Response

  Date: 01/20/2025

  Good morning *********, we are sorry for misunderstanding concerning our services. Our passport protection service is in the event circumstances beyond your control should happen to your passport within the 1st year our services would be made available to you. Because you are completing a "New Passport" you must see an authorized acceptance agent before your application can be submitted. This is to verify that you are the person applying for this passport. We have sent a refund request form to your email ****************************. If for any reason you do not receive that request please contact our office at ************ for assistance. As always we wish you all the best on your future travels. 

• Initial Complaint

  Date:01/12/2025

  Type:Sales and Advertising 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 had contacted rushmypassport.com because I lost my passport and needed to expedite its replacement. Their website indicated they could initiate and process the replacement within 7-9 days. The site requested a fee of $433.50 upfront and directed completion of an application. Two days later, they sent instructions on where to go near my home to begin the replacement process, which was at my local library. Because I had to wait for the next available appointment, it was not until five days later that I could bring my documents to the passport agent. The agent had me re-do the application which I had submitted via rushmypassport because the form was incorrect. The agent further explained that rushmypassport is fraudulent and that I shouldnt have used it. I went to Trustpilot and explained my issue and that rushmypassport did absolutely nothing. The passport agent charged me an additional $250 to process and expedite my passport - not rushmypassport ! They sent a response back indicating they will not refund me anything.

  Business Response

  Date: 01/15/2025

  *****, we do apologize for any inconvenience you may have experienced with our service offering. When filing for a lost passport one of the steps before submitting is being verified by and ******************************* Some agents will not see you for an emergency service if you are not within 14 days of your travel. Rush My Passport does have a 72 hour refund policy. Unfortunately your request for a refund was submitted 8 days after your purchase. I can send a refund dispute form to the email on file. Please review it and complete it. Once it is received by our billing department it will be reviewed. 

• Initial Complaint

  Date:12/02/2024

  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.

  I sent my passport to be renewed with rush my passport. They emailed me that theres a paper missing, that was on November 7 2024. They were supposed to send my passport back over night. Its been over 3 weeks, called them 7 times and every time they give me a tracking number and my passport never gets shipped. As of today, December 2, 2024, they still have my passport and will not send it to me. I need my passport.

  Business Response

  Date: 12/03/2024

  Ms. ******** we do apologize for any inconvenience our service offering may have caused you. We have issued a full refund of ****** and your docs including the government fee have been shipped out. Please allow 3-5 business days for your refund to reflect to you account.