Complaints

• Initial Complaint

  03/05/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Including a check for the State Department, we paid RushMyPassport more than $500.00 to expedite the processing and receipt of my husband's passport within 2-3 weeks. I has been three weeks and I have tried calling this business 10 times, emailed 6 times, and received absolutely no response from this business. This business has at least a dozen different phone numbers that all route to the same automated answering service. I have left phone messages requesting a call back and I have heard nothing from this business. Frankly, I think these folks may be stealing the personal information of people using their services. It feels like a scam and I am extremely concerned that our personal information has been stolen. I have continually checked the **** Passport Application Status portal online and it repeatedly says "Not Available". I called the ******************** helpline today to find record of our application in process and the woman I spoke with said they have no record of this passport application in their system at all. Furthermore, we cannot travel anywhere outside the country right now because the old passport was required to be shipped with the application for a new one. I am extremely upset. We need our passport, and we need it as soon as possible. I will never use this service again, and I will tell everyone I know not to use this service. It shouldn't even be recommended by CLEAR or by ****** It is a scam.

  Business response

  03/06/2025

  Hello, thank you for contacting us. After reviewing your order, we see there was an email sent to **************************************** on 02/19 about the photo that was sent in, which is what has caused your delay. We will have a member of our team contact you directly to review resolution options. 

  Customer response

  03/06/2025

   
  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,
  
  *********** La Fleur

• Initial Complaint

  02/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My passport renewal application was rejected because, they said, it does not meet government requirements. However, they do not specify what the problem is. This leaves me in a difficult position because I dont know how to fix it. From what I can tell, it meets the requirements. Have not been able to reach anyone there by phone, and as of this writing they have not responded to my emails or voice messages. I paid a lot of money for this service.

  Business response

  02/28/2025

  Hello, thank you for contacting us. We will have someone contact you directly and review the issues with your photo and options for resolution. 

  Customer response

  02/28/2025

   
  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,
  
  ***** ****

• Initial Complaint

  02/23/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed with Rush My Passport via CLEAR on 04 FEB 2025 for expedited turnaround time ($209.00 service) plus **** priority ($29.95) and ***** 2 Day shipping ($29.95), plus a $10 service fee for credit card payment of Government Fee ($211.36). As of 11 FEB 2025, I have zero information on my order other than on 20 FEB 2025, govworks tracking shows "documents being processed at government facility." No confirmation number has been given, no emails have been responded to, the customer service phone number allows you to leave a voicemail that goes ignored, and the customer chat is useless. Customer chat on 11 FEB 2025 said "March 10th deliver" but did not provide a confirmation number, making this date arbitrary. I have international travel coming on 31 March 2025 and require a passport, which prompted the expedited services advertised as the standard 6-8 week turnaround via the federal passport offices would have been too slow.

  Business response

  02/25/2025

  Thank you for contacting us. After reviewing your order, we see that you were able to speak with one of our team members and was given the update that your passport is processing with the Department of State. and given an estimated delivery date of 03/10. Please let us know if there is anything further, we can assist with. 

  Customer response

  03/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  No further action is required.  

  This company should not be allowed to operate in a model that makes you file a BBB complaint to get a hold of someone.  Not for the extreme prices charged.

   

• Initial Complaint

  02/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rushmypassport's website promises expedited passport, and promises to review and hand deliver the documents to the passport agency. After purchasing the service, i lesrned none of this is true. I took the documents to their office, and they told me they were not licensed to accept or review documents.Additionally, the expedited service is fraudulent. In order to expedite my passport, i have to pay **** separately. the only service rushmypassport provided at all was a pdf of my application--which I had already filled out and printed. The refund policy on their website states refunds are available within 72 hours, but you have to request an electronic form from an agent. I have called repeatedly and waited on hold for hours, and NOBODY answers. I plan on taking legal action against this company if a refund is not provided.

  Business response

  02/25/2025

  Hello, thank you for contacting us with your concerns. We were able to review your order and see that you are completing a new passport which has to be signed by an Acceptance  Agent. Rush my passport agents are not acceptance agents. I do see that the order placed on 02/21 was canceled on 02/21. We do wish you all the best on your future travels.  

• Initial Complaint

  02/18/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Before you could do anything with the service to see what it was really doing you're required to pay the fee, which I did because I thought it would be useful, instead all the service does is fill out forms which I had already filled out myself, and pulled up a glorified ****** maps which was also worthless since you still have to call to set up appointments, this service does nothing for the customer and there is no way filling out a few forms is worth 400 dollars. I tried calling and requesting refunds, but nobody picks up the phone, every number goes to the exact same automated answering machine so there is no way to speak to a person, I have no gotten a call back, or had anyone pick up from me calling. It says they offer refund on the website via email or automated system. But if you can't get it to work and no where on the automated system does it allow you to request a refund or go to customer support of any kind.This website is a glorified scam through ***** and should never be allowed. This is not a legitimate business, it is just a scam trying to siphon money and making it impossible to talk to them so you can't get a refund when you realize it's a scam.

  Business response

  02/19/2025

  Hello, We are sorry to hear that you were unable to reach a member of our team. A refund request has been sent to your email. please respond to the email and allow 1-5 business day for your refund to reflect back to your original method of payment. 

  Customer response

  03/04/2025

   
  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,
  
  ***** *****

• Initial Complaint

  02/05/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  DO NOT employ this service for 2-4 day guarantee:--guarantee DOES NOT include "shipping time" which is no fewer than 1 day out and 1 day back. My trade was 6 BUSINESS days away and after paying 2-4 day expedited $733 fee, was advised that I would miss my travel date by 2 days (7 day guarantee NOT the 2-4 days that I was sold). THIS IS NOT DISCLOSED ON THE *** SITE OR PRIOR TO SALE AND DATA ENTRY.--service requires a visit to US passport agent (post office or clerk) this is in addition to processing time AND in my instance not appointments were available for a week and walk-in to two locations was not available. THIS IS NOT DISCLOSED ON THE *** SITE OR PRIOR TO SALE AND DATA ENTRY.--one post office staffer called this product "Fraud", and reported to me that she see's these problems numerous times.I am declining payment. I am reporting this bait and switch false advertising to Better Business Bureau. And I am looking for every social forum to educate other travelers. This company should be fined and disallowed from false marketing. *************** should end their affiliation **************** of experience: February 05, 2025

  Business response

  02/17/2025

  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, there was no request made for a refund, we have submitted a refund request to your email. Please respond to the email and allow 1-5 days for the refund to reflect back to your original method of payment. 

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $201.95 to rushmypassport.com,(standard) me thinking that these fees were for shipping and for the ********************** with all fees included. Once I paid for this, I was sick with Covid for a week and stuck at home and then when I started feeling better I went to the next steps but I see there is addition $241.36 charge for the ************* of State. WOW, so I went directly to the ********************** and I did a passport fee calculator and it was only $160.00 for everything!!!! this is insane. So, I called rushmypassport which took several attempts because the prompts on the phone does not have it easy to speak with customer service. Finally, I was able to get someone on the phone and they told me that 72 hours to call to cancel and provided me a Dispute Form which he said to mail which I did. Its been 15 days since I mailed this form and I called today and the girl that answered said that this dispute form needs to be emailed not mailed... WHATTT... the Dispute form itself says to mail it and no one said to email it, so the customer service girl put me on hold for 5 mins then tells me that the ****************** will review my Dispute Letter and will let me know in 3 Business days. So I asked her, if she could confirm that they have my Dispute letter in the system and she said that she can not confirm nor does she know that the billing department has it, I even ask to put me on hold again so she could ask them but she said that just to wait the 3 days. So this is the reason I am Filing this complaint cause this is a SCAM!!I am not going to use their services which all fees are mailing fees or for something not useful . I want my Full refund.

  Business response

  02/03/2025

  Thank you for sharing your experience. I understand your frustration, however, I must reiterate that our passport service does have a strict 72-hour refund policy. As your refund request was submitted 23 days after your order was placed, it unfortunately falls outside of this policy window. Therefore, as per our stated policy, your refund request has been denied
  

  Customer response

  02/05/2025

   
  Complaint: 22874281
  
  I am rejecting this response because when I first called in they told me that I need to mail in my response. Which I did, then when I called you back after two weeks, the person that that we don't do mail, we only do an email link that needs to be fill out. This was totally different than what I was told. I attached the Dispute from as well. So me trying to cancel 23 days later was because you provided inaccurate information how to file a dispute to cancel. Again, your services I won't be needing at all.
  
  Sincerely,
  
  Rummenigge *******

  Customer response

  02/11/2025

  **llo BBB,

   

  This is what I feel this company is a scam, they charged up front for about $200 bucks then they tell me to send another check to the ********************** of ****** for government fees but, I completed my renewal directly with ******************************** (website) and I only paid $130.00 for the passport book. Also, I call them ***************) and spoke with their customer service reps. ** stated that what I paid with them directly, its the only amount that I will be paying and does not know why RUSHMYPASSPORT is making me pay an additional $****** that is supposedly going to the State... does not seem right. I attached the additional fee that RUSHMYPASSPORT is charging and the screenshot of the fee calculator directly from the State to renewal your passport. This really seems like a scam.

   

  Thanks,

  Rumi.

  Business response

  02/17/2025

  Good morning, One of our agents will make a 2nd attempt to contact you about your request. 

  Customer response

  02/18/2025

   
  Complaint: 22874281
  
  I am rejecting this response because:
  

  I have not received a call.

  Please let me know what phone number they will be calling from or provide me a phone number and I will call you instead.

  
  Sincerely,
  
  Rummenigge *******

  Customer response

  03/13/2025

  Hi ******,

  
  

  Hope your day is going well.

  The Company got back to me and stated they will refund my money through email.

  I just checked my credit card and my balance is refunded.

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 25, 2024, I ordered expedited processing of the renewal of my passport from this company. I was travelling internationally for my wedding on December 19. On December 4, the company e-mailed me to say that the passport photographs I had sent did not comply with the ****************'s requirements even though (1) the photograph was taken at ***** by a ***** employee and (2) my picture 100% met every requirement listed on every government website I could find AND the requirements itemized in RushMyPassport's documentation. RushMyPassport was adamant that I take a new picture and when I sent new photos to them, I was told my passport wouldn't be ready until January 2025--after I would have returned from my trip. The company failed to use the fastest mailing option available and was completely lackadaisical about delivering a service for which I paid $900+ (including the expediting fee, the government fee, ***** fees, etc.). Ultimately, I scheduled an appointment with the *************** in ************, declared my expired passport "lost or stolen" and applied for a new passport on that basis. The Agency was incredibly helpful and I received my new passport in-person the SAME day for a $60 expediting fee, with absolutely no thanks to RushMyPassport. RushMyPassport does not do anything that you cannot do yourself for much cheaper and through far more reliable and simpler means. I plan to continue to pursue a full refund of ALL the funds expended to get my passport.

  Business response

  01/31/2025

  Tell us why Thank you for Reaching out and sharing your experience with us. After reviewing your order, we observed that you selected a 3-week service. Your documents were received and reviewed on 12/02/2024. with a three-week service without delay your passport had an estimated delivery date of 12/20. When your documents were received and reviewed your documents it was determined the photo was not acceptable. For this reason, you are not eligible for a refund. here...

  Customer response

  01/31/2025

   
  Complaint: 22859270
  
  I am rejecting this response because it doesn't acknowledge that my documents were rejected without cause.  Had RushMyPassport reviewed my documents according to the ****************** guidelines, the documents would not have been rejected.  Moreover, when RushMyPassport received my new documents, not only did it refuse to offer further expedited service to help meet my travel deadline, it did not even try to meet the initial 3-week turnaround that I paid for!  RushMyPassport received my new documents on December 10th at the latest, and said that my passport wouldn't be ready until January 16th.  That is over ONE MONTH from the day the company received the documents it deemed appropriate. I begged that RushMyPassport use a more expedited mailing service for the documents, and it refused.  
  
  This response is unacceptable and callous. I renewed my passport entirely by myself in SPITE of RushMyPassport.  I will continue to pursue restitution.  
  
  Sincerely,
  
  ******** I

  Business response

  02/17/2025

  Good morning,
  When your documents were received, our team reviewed them and found that the submitted photo was unacceptable due to the top of your head being cut off. This made the photo out of compliance with the ******************* guidelines.
  By the time you requested to upgrade to a faster service, your documents were already being processed by the *******************. This unfortunately left you with the only option of going directly to the ******************* to complete your renewal.
  
  Please remember that any delay, for any reason, will prolong your processing time.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Initial date of Transaction Jan 3, 2025. I see several complaints to you about the same issue that I'm complaining about. I paid for an expedited passport and sent all of the required paperwork to this company. They sent me an email saying that my passport photo (taken by ****** as they requested) wasn't any good because you could see my glasses holder hanging from my neck, even though I asked the ***** employee if I needed to take it off - she said no, no problem. They said I have to resubmit the picture (and the passport application), which I did. I sent the new package, again (and had to pay out of pocket) via ***** on 13 ************* several emails to them, they do NOT respond at all. I paid a lot of money for this expedited passport and so far only get stiff armed by them and receive no communications from them. I need the passport renewed for my job, which requires overseas travel, and it's now getting close to my first travel date while they play their little games. I find this company highly unprofessional, with little or no regard for paying clients, and despite attempts to communicate with them, there is zero response. Please let other consumers know that reality is not even close to what they advertise. (Great customer service, worry-free delivery, etc.).

  Business response

  01/20/2025

  Good morning, we are sorry that you have experienced difficulties with our service offering. We will have someone contact you by the close of business today with an update. 

  Customer response

  02/05/2025

   
  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. While the business finally answered me, they have shady practices and do NOT get your passport in the time they say they will. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a service advertised by *****. ***************************************** charge you $250 and print forms for you with a promise that they will help you get your passport. However, those forms are not useful and many people find they then must re do the forms and present in person for a passport at federal passport office. I didn't realize this but when I did I requested a refund. The refund policy is here. ******************************************************* There is no way to get the form they are requesting online, you must call their number and the wait times are long (30 min for me). They then send you a link to submit a refund request and indicate that they will review it. We have completed that step but have not received a refund. I learned after the fact that many people complain about this being a scam. see for example ********************************************************************************************

  Business response

  01/20/2025

  Good morning, we are sorry that you were not satisfied with our service offering. A refund was processed on 01/14. if you did not receive this refund please contact our office. Again, we apologize for the inconvenience you may have experienced with our service offering.

*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. ↩