Business Profile

Passports and Visas

Expedited Travel Holdings, LLC.

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Initial Complaint
01/16/2025
Complaint Type:
Product Issues
Status:
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.
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.
Initial Complaint
12/10/2024
Complaint Type:
Product Issues
Status:
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.
I am filing this complaint regarding the expedited passport renewal service I paid for on November 23, 2024, in partnership with *****. The service has failed to meet its promised timeline, and communication has been inadequate.November 23: Paid $298.85 for expedited passport processing (3-week turnaround).November 25: Submitted signed forms at ****** they printed, observed signing, and mailed the documents.December 4: Received notification claiming my forms were unsigned.December 5: Re-signed and re-sent forms via ***** two-day *********** of December 10: No tracker updates since December 5. No substantive responses to multiple emails, only automated ticket numbers.I request immediate clarification on my passport application status or a full refund if the service cannot fulfill its promise.
Business response
12/11/2024
Good morning, we did receive your new documents. However Emergency passports are not renewable. You must apply for a new passport and have your documents sealed by an acceptance agent (clerk of courts, Post Office). We will have *** contact you about updating your order.
Initial Complaint
12/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
11/27/2024 was the last time I got a correspondence from Expedited Travel, LLC. I have been calling this company for at least 2 weeks with no response. They have my passport and need it back so that I can have it renewed.
Business response
12/10/2024
Good morning, We will have an agent reach out to you about returning your documents to you before the end of business today.
Initial Complaint
11/26/2024
Complaint Type:
Product Issues
Status:
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.
I paid for rush passport services and sent all documents in that they acknowledged received on 11/23/24. I also had to include my curent valid passport. On Monday 11/25 I had last minute international travel for 12/13 and immediately called three times and opened a chat and emailed to have my passport returned and not sent for renewal. They hubg up on me the first call. Second call I left a message that was never returned. Chat told me sorry already in processing even though their own system showed it had not been sent out to the State Department, I emailed and no response and i then called again and finally got a person who said they would ask the shipping department to send it back but it would take 24 hours. Asked for a manager, sorry no managers could talk they would call in 24 hours still no manager called, still no response. Chatted again and was rudely told sorry nothing we can do it is now my problem to call state and try to get a new rush passport within three days of my travel. Asked for a manager was told no manager will talk they will say same thing. I am completly shocked a company acts this way and now I want my money refunded for failure to even provide a shred of customer service and now costing me more money and time to try to get a rush passport.
Business response
12/02/2024
Good morning Ms. ******** It is out policy to review the documents that are sent in and get them out for processing. Your documents were received on 11/22 (Friday), they were reviewed and sent for processing the next business day 11/25 (Monday). Unfortunately, you application had already been sent out for processing before your request to send back. you are able to reach out to the ******************* for an in-person appointment so that you can receive your passport by you upcoming travel date. ************* We do apologize for any inconvenience this may have caused you.
Customer response
12/04/2024

Complaint: 22609837

I am rejecting this response because: this does not address that I paid for an expedited process which took a week to even get to the department of state. Nothing was expedited and you didn't answer why a manager will never speak to a customer who paid several ihubdred dollars for no service. This is unacceptable. You don't explain why the processors could not process my valid passport basxknto me instead bod putting in an envelope to mail to ************ to a courier. You Completly miss the point of customer service I want my fees returned and you need better notices in your site about the fasct you don't really do anything but maiil the paperwork

Sincerely,

*** *******
Business response
01/02/2025
We do apologize that you are not satisfied with the service we provided. According to our records your passport was processed within the time frame you requested. There for you are not entitled to a refund. We will send a refund dispute form to the email provided. Once received please complete and return to be viewed by our billing team for refund determination.
Customer response
01/14/2025

Complaint: 22609837

I am rejecting this response because: this is a scam service.

Sincerely,

*** *******
Initial Complaint
11/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 10th, 2024 - I paid Rushmypassport.com $298.85 for Expedited ***************** which states on the website is 3 weeks. The website does currently state (i.e. ***********************************************************************) quote, expediting times start once documents are received. To the consumer, I figured this was once the company receives them. I figured since my trip is on December 10th, this would leave plenty of time. However, when I called to check on the timeline, they stated two things that were not clearly evident to the consumer on the website. 1) They stated on the phone the processing time actually starts when the Department of State receives the documents (i.e. November 13thh, NOT when the company receives them. This is misleading to the consumer because it is not spelled out on the link/ordering page provided. 2) They also mentioned on the phone that this timeline is business days, not 3 weeks. (Again, not evident to the consumer on the website). And as a bonus, they also stated 3) Most people call to get this information before placing an order and 4) This timeline is not guaranteed (again, not evident on their website).If I had known all these nuances on the ordering page, then I would have placed my order earlier. However, now I might be delayed for my trip. I am rather upset at the lack of transparency of this business as a genuine customer who wanted to rush my passport.Therefore, I am hoping to contact the BBB to resolve this issue with the business in the following manner(s).1) Full Refund for the service as it is not as advertised.2) The business should put these nuances directly on their ordering page so other customers are not ********* The business should work to get my passport to me in the time promised as is written in the advertising (i.e. three weeks from November 10th).Thank you kindly for helping me work with this business to resolve this issue.
Business response
11/25/2024
Good morning Mr. ****** we do apologize for any misunderstanding concerning our service offering. I was able to review your order and i see you are processing with the ******************* and have an estimated delivery date of 12/04. we will monitor this process from start to finish. Once your passport is completed, we will notify you that it is on the way.
Customer response
11/25/2024

Complaint: 22598731

I am rejecting this response because:
I will keep this query open until the document is successfully transmitted to me on 12/4. At this point, I will resolve this response.
Thank your attention to this matter.

Sincerely,

**** ******
Business response
01/02/2025
Good morning, according to our records you should have received your passport. If you did not, please advise if you did not.
Customer response
01/02/2025

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.
I can confirm I have received my passport.

Sincerely,

**** ******
Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: 11/10/2024.We paid on-line to "Rush my passport" ****** TOTAL OF $268.00.We had to go to the ****************** and apply for new passport and the court informed us that the method of expediting a passport is solely through the courthouse, so all fees were paid to them by us on 11/18/2024.We are requesting a full refund due to not being able to use this company's services. The Court House stated this is a scam.
Business response
11/19/2024
Good morning, we will have an agent reach out to you directly to speak with you about refund options.
Customer response
12/11/2024

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.

Sincerely,

**** ********
Initial Complaint
11/15/2024
Complaint Type:
Order Issues
Status:
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.
Paid for service from rushmypassport.com. When going to an agent to sign and mail the DS-11 form, was informed by agent that I had paid rushmypassport over $200 for nothing, just to fill out a free form, and that it was not expediting the process at all. I did not follow through with using rushmypassport's service because of this, and am seeking a full refund.
Business response
11/19/2024
Good morning, we will have an agent reach out to you directly to speak with you about refund options.
Customer response
12/09/2024

Complaint: 22562901

I am rejecting this response because: the business has still failed to contact me

Sincerely,

***** ******
Business response
12/13/2024
Good morning,, one of our agents reached out and left a Voicemail. We will make an attempt to contact today using the number provided.
Initial Complaint
11/11/2024
Complaint Type:
Product Issues
Status:
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.
All RushMyPassport.com does is provide a US ******************* application with a pre-filled email address that RushMyPassport provides on the application. The purpose of providing this email address that the user cannot access is so that ********************** can send you the exact same information that the ********************** provides without the ************************** RushMyPassport provided the email *********************** I do not own this email nor do I have access to this ******** fact, when I went to my county office to turn in my passport docs, the lady at the counter asked me about that email address. I told her it was not mine and that I had no access to it. After sharing what I had done with RushMyPassport.com, the lady stated that this company is a scam and that they are not doing anything for me that I couldn't do my myself.After realizing what was happening, I agree, the only reason for the pre-filled email address is so that RushMyPassport.com can insinuate they are providing a service, when they are not actually doing anything but providing a passport application, which is already free, and forwarding an email to those who "bought their service" from the State Department that would have come anyway if the applicant had used their own email ********** fact that is what I did, the lady at the counter gave me a new application and I put my own email address in so that I would not be using RushMyPassport.com.RushMyPassport is a total scam.Should Expedited Travel Holdings, LLC. decide not to refund me, I will file a Small Claims action against them in my local county district court.
Business response
11/12/2024
Good morning, Mr. ******* we apologize that you are not satisfied with our service offering. Rush My Passport is a third-party expediting service that who specializes in expediting passport in as little as 2-4 processing days. While you can take the route of going through the Acceptance agent to submit your new passport application, our services provide an option for those needing a passport in a short period of time and cannot make it into one of the Processing Centers. We do offer services in a lower tier as a concierge service. That service does come with a fee. in return we monitor the process of the application, we alert you should any issues arise, we also help you with resolutions for those issues. We will send a refund dispute form to the email on file that you can submit a request for your refund. If you have any questions, you can contact our customer service at ************
Customer response
11/15/2024
Expedited Travel Holdings, LLC can state they provide a rush service all they want, the fact of the matter is that it is simply not true. Expedited Travel Holdings, LLC. simply restates what an email from the ******************* says to the applicant. The reason why there is no direct communication between the **. State Department and the applicant is because for a fee, Expedited Travel Holdings, LLC. will provide a US State Department application with a Expedited Travel Holdings, LLC. email so that Expedited Travel Holdings, LLC. can capture all communications between the US. State Department and the applicant, and resend the exact same message from Expedited Travel Holdings, LLC. email address as if Expedited Travel Holdings, LLC. is actually doing something for the applicant What a scam!
Customer response
11/15/2024

Complaint: 22540952

I am rejecting this response because: Expedited Travel Holdings, LLC can state they provide a rush service all they want, the fact of the matter is that it is simply not true. Expedited Travel Holdings, LLC. simply restates what an email from the ******************* says to the applicant. The reason why there is no direct communication between the **. State Department and the applicant is because for a fee, Expedited Travel Holdings, LLC. will provide a US State Department application with a Expedited Travel Holdings, LLC. email so that Expedited Travel Holdings, LLC. can capture all communications between the US. State Department and the applicant, and resend the exact same message from Expedited Travel Holdings, LLC. email address as if Expedited Travel Holdings, LLC. is actually doing something for the applicant
Please send a refund request to the email on file. Thank you.

Sincerely,

**** ******
Business response
11/25/2024
A refund Dispute form has been sent to the email address provided. Please follow the instructions to complete and submit.
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
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.
I first went online to figure out how to get my passport for the 1st time. As I was researching I got an ad stating I could get my passport in only three days. I went in and it gave me a location for "rush my passport" which stated was affiliated with *****. I went to the ***** location where a person proceeded to provide an application, take a picture, and collect my ******** the end the person advised me that because I was filing for the first time I would need to go into **** to finalize my transaction since I had to sign in front of ******* wasn't until I visited **** that I was informed that Rush My Passport did nothing except charge me for an application they couldn't file.Never did rush my passport ask if this was my first time filing and even when they found out it was they did not offer to refund my money despite knowing they were not going to be able to provide a service for me at all.This place is a total scam. I called to request a refund and they denied.
Business response
09/16/2024
We are really sorry for the inconvenience. we understand that this may be frustrating. As per our records, it seems you may have purchased the 3-week service at a cost of $209.00. I want to remind you that our order page clearly states in multiple places that the Department of State fee is not included. Additionally, our site requires confirmation of awareness of the need to visit a passport acceptance agent and the State Department fee before downloading the documents. I'm afraid the refund time frame has passed, but if you decide to proceed with the service, we are committed to providing status updates and assisting with any questions you may have.
Customer response
09/16/2024

Complaint: 22290923

I am rejecting this response because:
There were no services provided to me and agent did not offer refund the day of the transaction after she realized she couldn't help me. It wasn't until I got my appointment with **** that I realized rush my passport at ***** had not done anything for me
Sincerely,

******* *****
Business response
09/17/2024
We are sorry that you have had a negative experience with our service offering in understanding the next step. The ******************* requires all new passport applicants to see a passport acceptance agent in person & with the tier of service you selected for 3 weeks they must mail your documents off for you. So in fact you have followed the proper steps to obtain your passport using our expedited. You will now receive email alerts once your application is processing with the ******************* and then again once your passport book has been released. ***** is only for shipping & receiving we also partner with ***** for those who don't have computer access. However any questions about the service you will need to call in Monday -Friday between 9am -7pm est. I do not see you have ever called in. However now that you have seen the passport acceptant agent & sent your documents off as instruction advised. You will receive email alert once your documents reach the Department of State & are processed, then again once the passport book is released.
Customer response
09/18/2024

Complaint: 22290923

I am rejecting this response because:
I paid for expedited again through ****. Rush my passport has not provided any services for me. I called to request a refund on September 12 2024 when I went to **** as Rush my passport advised. **** then informed me that Rush My Passport only charged me over $200 to fill out a free application.
Additionally it was my underage child that completed steps online as indicated by rush my passport employee.

Sincerely,

******* *****
Business response
09/24/2024
Total Amount Refunded
$238.95
Refunded On:
Wednesday, September 18 2024
Confirmation Number:
120654919347
Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
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.
July 2023 i paid rush my passport $160 for a new passport online. For the final step of the application process i needed to mail my application. Once i was told a shipping label was supposed to print out with my application and it didnt i spoke to multiple customer service **** that told me that and the last one i spoke with informed me that because it was a new passport i needed to go to the post office so they can witness me sign my passport application and mail it off free of charge. I spent months going to different post offices to get the service rush my passport said they offered. And each post office *** told me that i was scammed and needed to pay the full passport fee which was the same amount i paid rush my passport($160). A year later the post offices are saying the exact same thing. I have trips coming up and need my passport, july 2024 i made the decision to pay the post office for my application and they mailed it off and i got my passport weeks later. I contacted rush my passport for a refund because they did not provide the service and they declined.
Business response
09/16/2024
We apologize for the difficulties you've experienced regarding our service offering. I was able to pull up the details of your order. As a new passport application, the government does require you to see a Passport Acceptance Agent who must mail out your documents with the tier of service you selected ***** weeks so you wouldn't have a ***** shipping label in your download. However, you will see written instructions for the next step. I see you started this order on 07/20/23 & you called in for the first time on 03/26/2024 so we weren't aware of any issues you were having finding an acceptant agent prior so that we could have aided. However, I do see after your call you were able to use our application to complete the passport process with your acceptance agent. We have provided you with email alert letting you know when your application reached ************** of State and was processing & again once your passport book was released so you could follow it to your home. So despite the rough start, we are happy you have been able to obtain your passport using our service. Safe Travels.
Customer response
09/26/2024

Complaint: 22284653

I am rejecting this response because:
I talked to a Rush my passport representative multiple times before calling to request a refund. But regardless, having to pay $160 to rush my passport to fill out a free form as well as paying an additional $160 to the post office which a rush my passport representative told me I would not have to do is ridiculous. A passport book and card cost $160($130 for the book and $30 for the card) why would I need to pay that twice?
Every single post office I traveled to trying to submit my passport to told me that rush my passport was a scam and I am beginning to believe them.
Sincerely,

***** ****
Business response
09/27/2024
We regret any confusion that may have arisen. Please note that all service costs are clearly displayed on our order page. Our website prompts users to confirm their awareness of government fees before allowing them to download the application. Unfortunately, we are unable to issue a refund as the specified timeframe for refunds has lapsed.
Customer response
10/02/2024

Complaint: 22284653

I am rejecting this response because: I did not receive service from this company. That is the issue! I received service from the **************************** and the **************************** only. Whoever I spoke with ****** 7th understood and agreed because I was sent the link to start the refund process until a 2nd ****** interjected and cancelled.
Sincerely,

***** ****

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