ComplaintsforRapidVisa, Inc.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Rapid Visa to provide us assistance/review services with our Adjustment of Status application to the US government. Rapid Visa continues to promise it will mail/submit our Adjustment of Status application to the US government, however, after each message promising that are pack is finalized the ** employee keeps delaying. After each broken promise that our application is complete and to be mailed in on a given day, the Rapid Visa service employee (*******) contacts us a few days later asking for more documents and endlessly prolonging our wait to submit. Since we have already paid all of the fees required by Rapid Visa, their continued refusal to mail in our application (after saying it is complete) has us trapped being asked to provide an endless amount of documentation that is mostly the direct result of their unprofessional delays of giving us the service promised and that we have paid for.

  Business response

  05/06/2024

  Hi **************,

  We deeply regret any inconvenience you've faced. Our utmost priority is to ensure that your application is meticulously reviewed and fully prepared before it's submitted to USCIS. The additional requests for documentation are part of our commitment to offering comprehensive support and reducing the likelihood of receiving a Request for Evidence (RFE) in the future.

  Upon conducting the final review, we noticed certain missing documents, prompting our team to promptly contact you to rectify this issue. We understand your frustration due to the delays, and we genuinely appreciate your patience as we diligently work to finalize your application with precision to ensure a positive outcome.
  If you have any further concerns or questions, please feel free to reach out to us. We are here to assist you at every step of this journey.

  Sincerely,

  ***********;

  RapidVisa

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid March 2024, I hired RapidVisa to help me with filing an IR5 parent **** with USCIS. Prior to making payment, the sales representative assured me it was likely I could have my application mailed prior to April 1, 2024, the date on which the government fees go up. I completed the application shortly after paying their fee. After the RapidVisa review process of the application was completed and they had my filing fee in hand by March 27, 2024 , they promised over and over to get it out before April 1. I called customer service many times and emailed the reps on their website to get a tracking number, but the response was always the same. They reassured me this application would go out by April 1. As it turns out, RapidVisa never mailed the application. It's now April 5 and RapidVisa still has not mailed my application to USCIS. They are requesting more money for the government filing fee because they missed the deadline. The customer service reps ****** me every step of the way, even deleting correspondence on their internal email system showing that they were going to mail the application before April 1. I would like them to make things right by refunding $140, my damages from their dishonest business practices.

  Business response

  04/16/2024

  Hi Ms. ********************* brings us great sorrow to learn that you did not receive the level of service and attention that you rightfully deserved.
  
  Please be assured that our team has been working tirelessly to ensure the smooth processing of all applications. However, unforeseen challenges arose, leading to the delay that you experienced. I completely understand your frustration, and we take full responsibility for what happened. 
  
  Looking ahead, we are fully committed to bridging any communication gaps and handling customer inquiries with utmost promptness and efficiency. Our dedicated team has already reached out to you to address any outstanding tasks related to your application and provide a swift resolution.
  
  We genuinely appreciate your patience and understanding during this time. Your trust and business mean a great deal to us, and we are committed to continuously improving our services to better serve you.
  
  Thank you once again for your understanding and continued support.
  
  Sincerely, 
  ***********;
  RapidVisa 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction started in November when I started a monthly payment plan. So far the monthly payments equal $1287. Rapidvisa is supposed to review my legal documents and make sure they are complete and correct and send them to USCIS. These are documents for green card application AOS. They are required to have you submit all your papers, review all the papers, if any are missing then they will tell you. Then you can submit those and they are supposed to send them to USCIS. My dispute is that they have made me wait for months without fully reviewing my documents and sending it in. They work at a crawl speed and dont respond on time. My documents are done. They just wont review and send it in. I have asked them why its taking this long and got no real response to my question. They have not tried to solve the problem of doing their job and finally sending in my AOS. I paid starting November so you can see I have waited a long time. I dont want to deal with them anymore. I will locally get my AOS (green card application) done. I just want a refund of all paid money ($1287). My account is under:********************************* My sign in Id on ********************** ********************** Sincerely,*********************************

  Business response

  02/29/2024

  Dear ********************,

  We hope this message finds you well. Firstly, we extend our sincere apologies for any inconvenience caused by the delay in reviewing your application.

  We understand the importance and urgency of your application, and we took immediate action to expedite the process.

  I am pleased to inform you that your application has now been prioritized, thoroughly reviewed, and duly submitted. Your documents were sent out yesterday, ensuring that your application progresses without further delay.

  We genuinely appreciate your patience and understanding throughout this process. Your cooperation has been invaluable, and we want to assure you that we are committed to providing the best possible assistance.

  Should you have any concerns or questions during the remaining stages of your application process, please do not hesitate to reach out to us. We are ready to assist you in any way we can.

  Sincerely,
  ****** of RapidVisa

  Customer response

  03/06/2024

   
  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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid rapid visa, in the sum of $714.00 to file my petition for change of status from to a green card for my now wife, the process has been on going since Januarary 2023 and still hasn't been submitted...

  Business response

  02/06/2024

  Hello ******************,

  Thank you for bringing your concerns to our attention.

  After thoroughly examining your account, it's evident that there have been some difficulties with document uploads and missing information, leading to unfortunate delays. We deeply regret any inconvenience or frustration this may have caused you.

  Rest assured, your petition has already been mailed and your petition tracking number has been sent to your email last January 26.

  Your patience and understanding during this time are greatly appreciated as we strive to address your concerns and advance with your green card petition. If there are any further questions or issues on your mind, please feel free to reach out to us directly.

  Thank you for choosing Rapid Visa, and we look forward to assisting you further.

  Warm regards,
  ******
  RapidVisa

  Business response

  02/06/2024

  Hello! Can you please revise my reply to the customer *************************? Just please remove this paragraph:

  "Please keep in mind that more time was needed for an in-depth review and to ensure that all necessary documentation is submitted accurately and efficiently. Your case has been assigned the highest priority, and we are working diligently to expedite the process."

  Thank you.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started contacting Rapid Visa in April of 2023 and was told to sign up now because I could lock in the current fees that would be increasing in May. I started with them in August because I wanted to get married before filing anything. My wife is ********* and as we started getting the paperwork we needed to gather for the **** we were told on multiple times to go to a external website for the proper examples of the documents needed, and I told them that the website didnt work and they would just send the same link, I asked for examples of the divorce document blanked out, they still sent me the same link. I asked multiple times because they kept telling me that the documents I was submitting were not correct. I flew back to ****** and was told by their agencies that I had all of the papers that would show my wifes divorce. My wife got frustrated and found another company in the *** that specializes in helping ********** and also informed me that I the first document I submitted was the correct documentation. So I spend extra money and time on getting extra paperwork I didnt even need and this process delayed me getting my wife and child to *******. I understand that this company helped me in starting the process but in no way did they finish it nor did they give correct information. I have asked for a refund and was offered $274 that is ridiculous. I paid $1945, while I see them keeping some the amount they offered is 13% of what was paid for service that was only 10-20% completed. I think a fair amount is $1000 refunded. All messages back and forth are on their website which Im locked out since I didnt want to continue paying for their services, I have no doubt they are good with other countries but ****** isnt one of them.

  Business response

  12/28/2023

  Dear **********,

  We want to express our sincere apologies for the challenges you've faced in your recent interactions in obtaining a *****

  We empathize with the complexities involved, and we take your concerns seriously. Your input regarding the difficulties faced with the external website and the need for more precise examples has been noted. We recognize the importance of improving our support in these areas to ensure a smoother customer process and experience.

  Regarding the refund, we are committed to a fair resolution. We want to discuss this matter further with you. To facilitate a more immediate response, kindly contact us at *************************************************. Please include "BBB Response Support" in the subject line for easier tracking. We appreciate your understanding and cooperation. Thank you for bringing this to our attention, and we look forward to addressing your concerns promptly.

  Best regards,
  ****** of RapidVisa

  Customer response

  12/28/2023

  Im contacting the business through email as they have asked, I dont want to say that I am satisfied or not until we have corresponded together.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8-9-23 I called and made inquiry about spousal ***** The agent quoted $1303. I then said that I would pay up front and was yet undecided about fiance **** or spousal which is going to D.R., and then submit the application. No refund policy or was expressed or written in any email. I then called in September and an intake was done and I advised that I would be traveling to marry on Nov 7, 2023 and asked how to proceed and was recommended a spousal **** (again, I already paid). They responded that when you get married in D.R. just send the marriage certificate to them. I was advised about necessary documents for marriage i.e. birth certificate, prior marriage certificates etc. Unfortunately, I was advised improperly. Once I arrived in D.R., the country denied my paperwork as they want it translated to Spanish. However, they said I must go back to the U.S. and get my original paperwork translated/authenticated there. Later, after weeks of trying to remedy the legal quagmire of documents, I called *********** and informed "****" that I was canceling the marriage and was told the refund manager was not there and that they would get back to me. I received Email from Rapid Visa stating no refund due to 14 day policy. This came after I requested refund on Dec 6 and spoke to ****. On all, Emails prior, I did not receive, read, adhere, agree nor signed anything on its alleged refund policy. They knew I was flying there on the 7th of Nov., after I paid in August. They should of then and there submitted or explain its refund policy. So essentially, no spouse **** application was ever executed as the marriage did not take place. All that was done was basic intake and misinformation.

  Business response

  12/19/2023

  Hi *******,

  Firstly, allow me to extend our sincerest apologies for the challenges you've encountered in your recent interactions with RapidVisa. We genuinely appreciate your feedback, and we take your concerns seriously.

  Upon reviewing your case, we understand your challenges, particularly with the document requirements in the ****************** and the subsequent cancellation of your marriage plans. We empathize with the difficulties you encountered.

  Regarding a potential refund, we appreciate you bringing this to our attention. Given the unique circumstances, we'd like to discuss this matter with you further. Could you reach out ************************************************* and put "BBB Response Support" in the subject line for easier tracking and a more immediate response? Thank you again for reaching out. 

  Warm regards, 

  Shine

   

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam. Period. I paid 1500$ for what I thought was personal lawyer and people working on my case. They adverise that I can call and ask any questions and they would walk me through it as well as I had the option to pay all of my fees in a 6 month installment plan for 1500$ that included a filing fee. I paid the installment plan down in 3 months to prepare for my wedding in *******. I was leaving April 24th and never dealt with immigration so I had a ton of questions and called sevral times. When I would call in they would tell me that my questions we're legal advice and they couldn't help me. They told me I could add a lawyer for 25$ a month with unlimited access. That was a lie it was 40$ for a 30 minute consultation. Each time. They were rude always confused and could never answer my questions. I left to ******* with more questions and no answers. They never explained that alll of our documents would have to be translated inot english which costed us another 350$. When it was time to process the i-30 they delayed sending it in because they needed translation of a page that wasn't supposed to be attached I explained that to at least 20 different people and demanded they send it in. They did. Nothigng they have done has helped our case. We got it approved so quickly becuase my senator sent in 3 expidated **** requests because my father died, my mother went on hospice and I am taking care of my mother and 5 year while working 50 hours weeks. So now that our case has been approved I messaged rapid visa to make sure they sent the fees in. I get a response that says that they dont cover the fees so I called them friday and the guy tells me I am good that just call back when I have our NVC number so i called back today and they are telling me the fees are out of pocket. I got charged 900$ just to file some papers? That is misleading on everything. Its false advertising and then they refuse to refund customers so they get stuck.

  Business response

  12/15/2023

  
  Hello ******, thank you for this feedback!

  We are disheartened to see that you experienced issues working with our team. It appears that the main issue was misaligned expectations on the *******s that are provided by our company. As it says explicitly in several areas of our website, including during account registration and when your ******* agreement is signed, we are not a law firm, we are not attorneys, and we do not provide legal advice.

  
  We do offer an "Ask ************ ******* that you are seemingly referring to which is staffed with experienced attorneys. For Rapidvisa, this is a monthly subscription with unlimited access. It appears you may have attempted to use the Ask My Attorney ******* provided by our parent company, Boundless Immigration, which is provided a la carte for a flat fee as you noted. The requirement that all supporting documents be translated is USCIS policy --and was correctly explained to you by our team and in the resources provided by our technical platform.

  
  As you have noted, our team is unable to intercede on your behalf once the case is accepted and processing has started at USCIS or other government agencies.

  This is a limitation inherent in our role as a non-attorney supported *******... if you need ongoing legal support and representation with your immigration journey, our team always recommends that you seek full representation from an accredited immigration attorney and provides links to the appropriate Ask My Attorney ******* or the AILA Lawyer Finder.

  
  Finally, you mentioned that you were shocked to find that we do not pay governments fees in subsequent steps of the process following approval of the petition by USCIS. Unfortunately, we are only able to provide assistance with the payment of USCIS fees, which again is communicated directly in our terms of ******* and customer agreements. You were never charged for these fees and they weren't part of the payment agreement you signed. I hope this information is helpful to understand why you experienced the issues you cited.

  We understand the importance of providing clearer and more concise information to better prepare you for the various steps in your immigration journey. We apologize for any confusion and are grateful to hear that your case was ultimately approved, as is the case for ****% of our customers. We wish you the best going forward and stand ready to assist you in the future if needed.

  
  

  Customer response

  12/20/2023

   
  Complaint: 20953933
  
  I am rejecting this response because:

  I am attaching a file of our communications. I don't care about a refund all I want is to warm people about making the same mistake I did. Every communication it seems as though you guys were stalling because I submitted all of the paperwork and submitted it to the *** it took less tha 15 mintues all together. I recieved an approval for my mother to be my joint sponser right away. If your not a scam than at best your agents are untrained and unprofessional. No one has the same answers to the same questions and no one is ever on the same page. I was never given any walk through of the services or what I would need to pay extra on top of the 1600$ when the time came for the *** part. **** took my money and then strung me along. Had I not demanded that you send the files to the ***** I would have been going back and forth for months over documents that simply needed to be deleted. I am facing a serious emergency alone in the US right now and needed my husband. Your team didn't care they did nothing at all to help my situation instead they gave me a hard time with constant issues. Keep your money you earned it with all the lies and run around. However I do want people to be able to see how you have treated past customers so that they don't fall into the same trap and end up as upset as I was in the end. i took care of it myself, got it processed faster by myself and got it approved by myself. The only thing I should have paid was the filing fees because you guys did absolutely nothing except take some documents attach them to paper and send them in and I did it by myself. So I am done with your company your no longer needed. But to potiential customers be aware what this company tells you is not what they deliever I promise. 

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0n 8/4/2023 I attempted to fill out a form with Rapidvisa for a green card renewal. I could not log onto the sight. After several hours on the phone with Rapidvisa, being told my web browser was a problem,I informed them I tried three phones, six web browsers, two different computers. I told them I wanted my money back. A payment solutions team member came on the phone. I informed him that I paid via PayPal 1XE78763KA279463W. He stated that I would receive a refund in two to three days. Now a ***************************, from payment solutions team, has sent an email asking for information, three weeks later. I have spent over five hours trying to get ***** or anyone else to help me but nothing. Please end this and send me my refund.

  Business response

  09/08/2023

  The customer was issued a refund by PayPal on August 24, 2023. We have confirmed receipt of the refunded payment and no further communication has been received from the customer. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my rapid visa account I was told by one person that I couldnt cancel and that I could only change the date . But when I asked to speak to the supervisor he said something totally different he said he would get back to me and work with me to get it cancelled he told me he would reach back out to me in 3 days 3 days has turned into 10 days . I just want to be out o f this whole situation including this long distance marriage

  Business response

  07/18/2023

  Thank you for reaching out to us. While we see a cancellation was completed, we are sorry you had a frustrating experience. We are working to streamline and improve this process. Thank you for allowing us to review what happened here and enhance this service for the future.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan. 28, 2023, I paid $1382.75 to RapidVisa to generate a Naturalization application package for U.S. citizenship. This amount included $349 to generate our forms, check for errors, and provide a document checklist to ensure the required documents were sent as part of the application. We also paid a $200 "premium fee" for RapidVisa to print and mail the application on our behalf. The remaining amount was the cost of the application fees charged by the US government. RapidVisa's service was terrible. Their initial forms misspelled my name due to a web bug. The representative I spoke to told me that I could not apply for citizenship with a pending removal of conditions application. This is incorrect and it was only when I insisted I could that they changed their advice. (If I hadn't caught it, it would have delayed my ability to acquire citizenship by a year.)We received very poor instructions on how and where to upload our documents. (Here is an example of some of the incoherent instructions our representative sent us through their messaging portal: "The only folder that has complete documents is 2019 and 2019. The 2022 has 1 document and 2023 1 document 2020 has 1 also. The only file that is complete is 2021 only." There were no folders in their system labelled by year.) When I requested a call to clear things up (and followed up to confirm the call in writing), the representative missed the appointment.Based on these errors, I lost trust in RapidVisa to correctly apply for something so consequential to my life. On February 23 I asked to terminate the service and requested a refund. This was within the 60 days of purchase and RapidVisa had not yet completed an application review (per their refund policy). On Feb. 24, RapidVisa suddenly "completed" my review and they are now refusing to refund me anything other than the government fees. This is predatory and RapidVisa should be ashamed of exploiting vulnerable immigrants and their citizen family members.

  Business response

  03/30/2023

  We take the concerns you raised here very seriously and we are working now to remedy them. We are working to contact you directly to discuss a proposed resolution. We acknowledge that immigration is stressful enough so we look forward to working with you on a solution.

*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. ↩