ComplaintsforRushmypassport.com

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a passport about 20 years ago. When it expired I shredded it. I don't have the information from it. I didn't know that it is required when you fill out the form through rushmypassport.com. There is no way to properly fill out their form without typing in the passport ID number. I called my local passport office and asked if there was a way to get that information and I explained to her what was going on. She told me that there was no way for her to get that information and also that she didn't recommend using agencies like rushmypassport.com because if the forms aren't filled out correctly that it wont go through processing. I then called the rushmypassport.com number that was listed on the website ***************). I explained to them that I didn't know what my passport ID number was and that I couldn't fill out the information. She looked up my order then she told me that if I didn't know the information that it wasn't their problem that I had 12 months that my order would be valid for. I told her that doesn't do me any good if I have no way to get the information and that I would like my money refunded to me. She told me that their policy is that orders that were made after 72 hours weren't eligible for refunds. So I told her "So what you are telling me is that because there is no way for me to get that information that is requested of me I cant fill out the form properly and cant get a passport so I am being deprived of the service that I paid for. Also you refuse to refund me of the money that I paid so essentially you guys are just robbing me." If I would have known I needed the information ahead of time I would have never paid them for services but you have to purchase their service before you can ever fill out the forms. They should let you fill out the forms first and once they are filled out completely then you have to pay for them to process them. This is ridiculous

  Business response

  09/13/2024

  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 I have tried to reach you using both numbers listed on your account to aid in bypassing the option of requesting passport book number for it isn't required to complete a new passport application.  I do see your application is now at 100% and is ready to download to take to your nearest  Passport acceptance agent as detailed in the instructions. I will follow up with you before close of business for any additional clarity.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a passport renewal from this company that calls itself "Rush" my passport... It is not anything but a scam. It had me mail them my real passport with an application and a check for an amount that they had given me of $206. Then I got an email saying something was wrong. I was then told the amount was not $206 but $210. So I gave my credit card and paid the full amount again. I tell them that in addition to a trip I have in Feb. 2025, I now have a trip leaving October 10, 204, and I need to know exactly when my passport was coming. They said by Wednesday August 21st. It did not come. It is now Monday August 26th. I called to check. The first ******** service person says October 21st. They tell me that for another $90 they will be able to get it to me on time - in 3 weeks. I ask to speak to a supervisor. They say that I cannot, that they can only leave a message for a supervisor to call me back the next day. I get off the phone and try to see if I can get a better ******** service person by calling back. The next person tells me that the passport is not scheduled to arrive until October 29th. He repeats the request for $90 in order to get my passport back by September 23rd. I tell him that I am willing to pay this amount IF he sends me an email that tells me IN WRITING what amount he is asking for and the date they they are committed to get me my passport back. He says that he cannot do so. I ask again to speak to a supervisor and again he tells me that he can only leave a message for someone to call me back the next day. I am now waiting for this call. This company is holding US passports hostage and who knows what they are doing with them. They are extorting money from people to "RUSH"mypassport.... and they are doing anything BUT ******* passports. The *** should investigate this company to better understand the business model and what it is doing with American passports

  Business response

  08/27/2024

  Thank you for bringing this to our attention. Our records indicate that you submitted a check to the State Department for the old amount of $209.53. That amount is changed by the passport agency every couple of years and it happened to change after you submitted your application. This was beyond our control and affected many people who sent the wrong amount. The service you purchased is an 8-week turnaround and the time frame starts once we receive the required documents and they are all correct. The 8-week service rarely ever takes that long and we anticipate you will have the passport back before the end of the month with the current processing time frames. We will not be issuing a refund because the documents have already been submitted to the passport agency. We are confident that you will have the passport back before your travel in October, We anticipate the 3rd week of September. We hope that receiving the passport back in time will prompt you to change your review. Thank you for your patience.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 22, 2024 I started looking for a solution to rush-renew my passport. I was directed from fedexs website when I indicated there that I wanted to use a rush renew service, which obscured much of the information that rush-renew passport claims is on their website. IT IS NOT MADE CLEAR that the fee you pay does not include the government fee needed to renew your passport! You only see this information (when you are directed from the ***** site that they partner with) when you are told at the end to include an additional check. You are ONLY paying their 'expediting' fee, not the government fee.I paid ****** for my order, and my husband paid the same on his order, and we'll have to pay the additional government fee with the government expediting charge. This is just a price gouging shipping service, that also fills our one simple form for you. I request a full refund, as neither I nor my husband has used our shipping label (that's right, the hand-carry service they claim to offer is just ***** shipping).

  Business response

  07/23/2024

  Thank you for bringing this to our attention. We are a third-party passport expediting company that offers two types of services. The first is a hand-carry service for immediate travel (2-4 and 7-9 business days). The second type of service is similar to submitting the application without a third party. These services are designed to assist with the application process before, during, and after the passport is processed, and to quickly address any issues to avoid long delays or suspensions that can last for months at the passport agency. It's important to note that no one is required to use our services. Our order page mentions in two different areas in bold print that the **************** fee is not included. We apologize if that was not seen when you placed the order. We provide support throughout the entire process, from application to post-processing, offering an extra layer of protection for those using the standard service tiers. We have canceled your order and will be processing a full refund, not because of this review, but because we have a 90-day refund policy. We hope that the quick response to your request will prompt you to remove this review as our records do not indicate that you attempt to rectify the issue with a call to our office.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contact: ********** ******************* Order Number: GW-1806E5114 ************ is holding my passport and asking for additional money. They are refusing to refund the fee I paid to them and keeping my paper hostage.

  Business response

  07/18/2024

  Thank you for bringing this to our attention. Our records indicate that you order has been refunded and we have the tracking information for your supporting documents that are being sent back to you as well. We apologize for not meeting your expectations.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a AAA membership and through those services Rush Passport is offered. I was under the impression that I would receive a passport in an expedited manor and I did NOT receive that. On April 15,2023 I was charged $153.00 for a passport to be expedited PAID for passport protection PAID for a passport card I have screen shots and charge information and accounts information to prove I contacted the agency few months later stating I no longer could wait for my information to be processed because I had a vacation booked therefor, had to go to the ************ in ****** for a expedited passport there in person and to cancel my request and refund me Once I told them that I was sent an email stating the passport was on its way Now, it is a over a year later. I never received my passport, documents, passport case (laughable) and they told me they will not refund me because its been past 90 days. This website is a scam, they have horrible ethic values and this is no way to do business. I will provide all documents needed. AAA needs to remove this promotion and the state should be the only providers for case sensitive documents.

  Business response

  07/15/2024

  Thank you for bringing this to our attention. According to our records, your application was processed as a new passport, which requires the acceptance agent to take all of your documents. We do not have any of your documents in our office, and we never did. We apologize for any issues that *** have arisen, but the only thing that could have delayed the process is something that the ********** of ***** *** have requested from you or an error that the acceptance agent made. We have a 90-day refund policy that we must adhere to, so we will not be able to provide a refund at this time.

  Customer response

  07/15/2024

  Proof is above. 

  Business response

  07/17/2024

  We are having your order reviewed to see what transpired again. We hope we can reach an amicable resolution. Thank you for your patience.

  Customer response

  07/17/2024

   
  Complaint: 21980020
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  07/18/2024

  We have not come to a conclusion on what we will do to bring this to an amicable end yet. We will have a response when there is one available.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told that my documents for my passport renewal were denied because I sent the amount of ****** in a money order (which as you can see in the document that they provided me, was the number that was shown I have EXACTLY on the money order). They then told me I needed to send an additional check for the amount of 1.83 in order to continue to process my passport. This delay would result in me receiving my passport past the date of my international travel. Which they then told me I would need to pay an additional $405 in order to now get my passport in time, again because of an amount of money in a government fee that they gave me. This was in no fault of my own but the fault of RushMyPassport. I now have to have them ship my documents back (which they refused to pay to overnight my documents) and do emergency rush on my passport renewal, again by no fault of my own, but at the fault of incorrect information that they said they required from me. I am asking that RushMyPassport to refund me the additional fees I am incurring because of their false information that they provided me, which I will provide once I receive my documents back from them. I feel as though this was almost a bate a switch on their part, I was told an amount from their company, which was apparently an error and the only way that I could fix it was to send additional funds to them. This has been extremely stressful and frustrating. No one would return my calls and no one on the 24/7 chat would send me to any management in order to try and dispute this with a person on the phone. I can't tell you how devastating this is and how nervous I am that this is going to cost me thousands of dollars in an international trip if this is not resolved. This is a complete lack of customer service and I can only imagine if this has happened to me, how many other people this has happened to.

  Business response

  07/11/2024

  Thank you for bringing this to our attention. Our records indicate that although the order was placed on 6/13, We did not receive the documents until 7/5. With a travel date of 7/25, that would not have given us enough time to process your passport in time for travel even if there was not an error with the check. The ********** of ***** fee when you placed the order was $209.53 if you printed your documents then it would give you the amount it was at that time which was correct. In between the time you placed the order on 6/13 and the time you sent the documents on 7/5, the ********** of ***** changed their fee to $211.36 and you can verify that with the passport agency also. We apologize for not meeting your expectations, but we suggest an upgrade to a faster service to meet your travel date. Your order has been refunded as you requested. Thank you for being so patient. 

  Customer response

  07/11/2024

   
  Complaint: 21969422
  
  I am rejecting this response because: RushMyPassport said they were refunding me and then I received an email saying they were NOT refunding my full amount. Please see attachment. I need to be refunded the FULL amount. Also, my initial travel date changed which is why I sent it out a week later than anticipated to still make the 3 week expedited shipping. My travel date was on changed to 8/1 and  I shipped them on 7/2 and they received them on 7/5 which was more than 3 weeks time for them to get the documents back to me. 
  
  Sincerely,
  
  *******************************

  Business response

  07/12/2024

  The amount of the shipping that was originally charged was not refunded because we had to use that shipping label to return your documents as you requested. We do apologize for any inconvenience. We are unable to refund the shipping costs. 

  Customer response

  07/12/2024

   
  Complaint: 21969422
  
  I am rejecting this response because: I have not receive any shipping confirmations that the documents have been sent. How does it cost $50 to ship my documents back to me? They told me if I wanted to pay for overnight shipping they would charge my card and I said no, they can just ship it back and they mentioned I would receive it 3-5 business days. I am SO frustrated that the ONLY communication I have ever received from this company has had to be because I got BBB involved in this. Otherwise, I would have had ZERO answers, communication, an email or a call back. See attached for the transcript from Rushmypassport stating that NEVER discusses a charge if I they sent it back without it being overnighted. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filled out a form for a rush passport - I was supposed to get from the company to get a rush replacement passport and the company was supposed to help with this for an additional $200 - I literally filled out the FREE government forms - and then - that was it - and they told me to go to an office and pay the fees - that was literally IT! What has happened in the past was I would pay money give them my information, my photo, my id etc and they would go to the office FOR me in ** and get the passport FOR me - this was filling out the FREE FORMS for $200 - I would like my money back - thanks can do that FOR FREE th k you

  Business response

  07/08/2024

  Thank you for bringing this to our attention. We are a third-party passport expediting company that offers two types of services. The first is a hand-carry service for immediate travel (2-4 and 7-9 business days). The second type of service is similar to submitting the application without a third party. These services are designed to assist with the application process before, during, and after the passport is processed, and to quickly address any issues to avoid long delays or suspensions that can last for months at the passport agency. It's important to note that no one is required to use our services. While the acceptance agent is correct that they cannot assist with questions or issues after the passport application has been submitted, we can. We provide support throughout the entire process, from application to post-processing, offering an extra layer of protection for those using the standard service tiers. We have canceled your order for a refund.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We applied for a new passport for my 17 year old son on May 20th. We had zero communication other than when you try and download the application it says you must speak to an agent on the phone. I called 7 times and never had anyone answer. I left multiple messages, no call back. I emailed, no email back. I finally used the chat option on website and the agent cleared the application for printing. I spent a ridiculous amount of money for this "helpful" "rushed" sevice and it was a total scam. I paid for a pre-filled application (that I am capable of doing myself) and a shipping label. On top of the "rushed service" fee, I had to write an additional $200+ check to the government, another $35 fee and drive an hour away to get an appointment with a passport official since the appointments in my town were full. There is nothing about this company that is helpful. There is ZERO communication. There is no RUSH. I am incredibly embarrassed that I trusted a company backed by ***** and have nothing to show for it. Additionally, my son might miss his Senior trip.

  Business response

  07/02/2024

  Thank you for bringing this to our attention. The name, email, and, phone number attached to this review do not correspond with any orders in our system. Please provide an order number so we may further investigate this matter.

  Customer response

  07/05/2024

  The business requested the order number. It is under the name *********************************** order # GW-F75F37B1E. 

  Business response

  07/08/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced in reaching an agent at our office. We provide a third-party hand-carry service that offers faster expediting than the standard process. It seems that you have not used the ***** label provided with your application to ship the documents to us as per the instructions. If you sent the application to anyone other than the courier listed on the ***** label, you may not be taking advantage of the hand-carry service for which you paid. We have tried to contact you several times and left a message explaining this as well. We apologize if the process seemed confusing, but we do need to know what was done with the documents in order to advise you on how to proceed.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 13, 2024, I purchased the priority service through RushMyPassport and CLEAR to renew my passport and paid the $643.95 service fee. On June 14, I delivered my original passport, passport renewal application, etc. to the Document Resolution Team at A1 Passports and Visas in **************On June 18, I was surprised to receive a call from a stranger in *************, ** informing me that he had received my original passport, unprocessed renewal application, etc. from RushMyPassport. He did not understand why he received the documents but he knew the materials were personally sensitive, so he called me. He then sent the materials to me in *******, **. On June 20, I received a call from RushMyPassport informing me that they had lost my passport and advising me to replace it. I informed them that they sent my materials to a stranger, who returned them to me. On June 21, I again sent my materials to the Document Resolution Team for processing. I also reimbursed the stranger $80 for his costs. On June 28, I finally received my renewed passport.Between June 15 and June 17, this business made two significant errors. They not only failed to process my renewal but instead sent my original passport and other sensitive documents to a stranger in another city. Regardless of whether this was a negligent error or an intentional harmful act, the seriousness cannot be overstated. The documents included my original passport and my application containing sensitive personal information, including my Social Security Number and other personal identifiers. The strangers intervention and integrity were the only reasons that this error and the deficiencies in this business process did not result in devastating personal consequences to me.This business cannot be trusted with sensitive personal information. At the very least, I should receive a full refund of the $643.95 priority service fees I paid for their incompetence.

  Business response

  07/02/2024

  **************** we apologize for any inconvenience this issue may have caused you. We have opened up a case with ***** for your documents that were delivered to the incorrect address. if you have any questions please feel free to contact our office at ************. 

  Customer response

  07/02/2024

   
  Complaint: 21927984
  
  I am rejecting this response because the response indicates that the company alleges it sent my unprocessed passport renewal documents from its processing office in ************* to me at my address in *******, ** but that ***** mis-delivered the documents to a stranger in *************, **. The business had not processed my passport renewal documents, so there was no reason to send my unprocessed documents to anyone, including me. More importantly, the package delivered to the stranger in *************, ** was addressed to the stranger in *************, **. The business committed a serious error, but its response indicates that it is trying to deflect and not take responsibility.

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

  Business response

  07/03/2024

  We apologize for the issues with the delivery of your documents. All the shipping labels provided by our company were addressed correctly, and we are not responsible for any delivery errors. Despite this, the space used to process the passport was utilized, and these spaces are limited and come at a cost to our company. ***** is still investigating what happened, and we theorize that it could be due to a similarity in the name, but ***** has not confirmed that yet. What we are sure of is that the error was not caused by our documents or shipping labels. We apologize once again for what happened. It is very rare for ***** to send anything anywhere besides where a shipping label tells them to.

  Customer response

  07/03/2024

   
  Complaint: 21927984
  
  I am rejecting this response because it isn't a logical or reasonable explanation. I paid this company $643.95 to process the extension of my passport. Upon delivery of my passport, application and other documents to this company's Document Resolution Team, I received independent confirmation from this company and from ***** that the documents were successfully delivered to the Document Resolution Team for processing. The only task remaining was for this company's Document Resolution Team to handle the processing for the extension of my passport, which does not involve *****. Instead of processing my extension, however, someone decided to send my unprocessed passport and other documents to a stranger in another city. When I received the materials from the stranger, everything was intact just as it was when I originally sent it to this company's Document Resolution Team.

  The only logical and reasonable explanation is that this company's Document Resolution Team decided not to process my passport extension (despite my payment of the $643.95 expedited processing fee) and instead send my passport and other materials to a wrong person at a wrong address. It is very frustrating that, despite the obvious circumstances and facts, this company continues to try to manufacture an illogical theory to deflect blame in this situation. In reality, this company should be very thankful that the stranger who received my materials intervened to return my materials to me. If someone had used my misdirected passport and information to commit fraud, this company would be facing significant liability and legal issues.
  
  Sincerely,
  ***********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 18th 2024, I was looking for expedited passport services and came across the company called Rushmypassport. They advertised the 3 week service for $209. It wasn't until after I paid this fee I found out that I would have to pay another $209.53 for the government fee. They made it seem like you pay them, and then they'll take care of everything for you. I emailed the company about getting a refund and they're refusing to give me my money back.

  Business response

  06/27/2024

  Good afternoon, we apologize for any misunderstanding concerning the process and fees with our service. A refund request form was sent to the email on file on 06/25. Please allow 7-10 business days for the refund to process and reflect to the original method of payment. 

*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. ↩