ComplaintsforPassport Rush
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/03/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On October 7th, I ordered the 'Passport Renewal - ****************** ******* for $49.99 - Order #****. Once I placed the order, all I got was an email from them with an invoice and receipt of what I had paid. The following week I decided to give them a call since I had not received any further communication from the company. Their reception picked up the phone and transferred me to someone's voicemail which I had left a message asking for status.?? No one called me back. I then called back again the next day and finally got someone on the phone who then explained to me that if I wanted to receive my passport by January of 2022 that I would have to pay them additional fees in the hundreds of dollars on top of the gov't and the initial payment I made to expedite my passport renewal. This was not stated on their website. However, I did understand that I would have to pay gov't fees on top of the $49.99 I paid. Nonetheless, these additional fees would be on top of the gov't fees and the $49.99 that I had already paid to Passport Rush. This seemed like a bait and switch tactic so I told them that I wanted to cancel the order and have them refund my money.??The representative on the phone agreed to refund the $49.99 and that it would take 5-7 business.I emailed them on October 13th to check on the status of my refund and did not receive a response. It is now November the 2nd 2021 and I still have not received my refund. I have now filed a dispute with my bank to charge back this transaction. This is after I had made another attempt to call again for status of my refund and was put on hold indefinitely!??Customer response
12/15/2021
Better Business Bureau:
At this time, I have not been contacted by Passport Rush regarding complaint ID ********.
Sincerely,
***********************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.