Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:12/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Greetings, Ace Passport Services/Passportsandvisa did not respond to theDepartment of *****s request for updated photos (letter sentto Ace Passport Services 3901 ******** ****** ** 78749dated July 8, 2023, affiliated service Passportandvisacompany used), nor did Ace Passport Services/ Passportsandvisa communicate thatto me. as a result of Ace Passport Services/passportsandvisa actions and/or lackthereof many months passed and **** of state advise me that Ace Passport Services/passportandvisa fail to respond to them within a timely fashion and within 90 days, therefore, the department of state denied my application. I hire them to do a job and they didnt. Ace Passport Services/andpassportandvisa, thur Ace Passport Services/negligence cause me; 1. I missed ***** important trip 2. I lost all the money paid for said trip3. I lost all money paid to the **** of ***** for their fees to obtain my passport 11/2/23 **** of ***** advised me that I would have to start over, and just include an updated photo that they asked forAce Passport Services/passportandvisa for, and I paid all the fees again. I did & **** of state sent my new passport within a few days.I have tried contacting all parties involved. *********************************** ****************************************** **************************************** ******************************************* ***************************************** and no replies as of yet. Order Number: ******* Applicant: *********************** Ship Passport to: *********************** ************************ ********, ** ***** Traveling On: July 07, 2023 Order Paid by: NMI ETA: Service Request: Passport: Lost Passport [5 days] + VIP Passport ***************** $99 + Passport Service Protection Plan $14.95 Service Fee: $820.95
Business Response
Date: 03/01/2024
Attached is the receipt for the refund for **************
Customer Answer
Date: 03/05/2024
Complaint: 20984603
I am rejecting this response because:I don't know where the misunderstanding is coming from, because I was very clear when I spoke to Mr **** and most importantly in the BBB complaint ( I screenshot it and attach it for him to review). If you examine the highlighted last sentence, you will see that I included the order information, detailing the breakdown of everything I paid to you all. That total came up to 934.90.
When it asked in the section about my desired outcome, I put to be fully refunded what I paid to you all (nothing more/nothing less). When he called me a few days ago, and told me you thought my refund was 820. and some change. I told him, I was not sure because I was not at home to check but I emailed everything to everyone involved, including him. he were going to check and he asked me for a favor, if I could, to reach out to ******************* to update my complaint once I received a full refund. I said I would do that for him once i received my full refund.
Now maybe in his haste to get this taken care of, he only saw the ****** number on the BBB complaint, and overlooked the other charges, which is understandable. However, I would still appreciate a full refund. The remaining balance amount is $113.95.
Which is not much when you compare the thousands of dollars I've lost, as well as, time.
Thank you
Sgt ***********************, USMC
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