ComplaintsforBoundless Immigration, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me that I could roll the ***** fees into a monthly payment including their fees, and I could make 4 payments and they would submit documents to the ***** while we continued paying to speed up the process. The website said 8 payments, so I asked the sales rep several times "Are you sure its only 4 payments" and she is on record as being recorded, confirming only 4 payments were necessary. When I called the company out for a different lie, a lady named ******** said that she wanted to make it clear that it is 8 payments. So not only did they lie, they tried playing it off and covering it up as if it never happened. They listened to the recording, gave false, misleading information, and did not honor it but instead tried covering it up.

  

  Business response

  08/01/2024

  Hi ***,

  We understand your deep frustration, and we sincerely apologize for the ongoing issues youve experienced. Its clear that we fell short of your expectations, and for that, we are truly sorry.
  

  We acknowledge the significant inconvenience caused by the incorrect information you received about our payment plans. We understand your frustration and apologize for any distress this may have caused. We have taken immediate steps to rectify the situation and have refunded your full payment. 

   

  All the best,

  The Boundless Immigration Team

• Initial Complaint

  06/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the boundless immigration package to file a green card for my spouse and have been running into issues since then. The website has glitches and I am unable to use the services I paid for. The customer support team has not been able to resolve issues in a timely manner and when I ask for refund they are unable to do so. I am still unable to submit my application due to issues. I need a refund

  

  Business response

  06/10/2024

  Hi ****************,
  
  We sincerely apologize for the frustration you've experienced with logging into your account, scheduling issues, and the overall challenges you've faced.
  
  We understand that you've encountered difficulties and requested a refund due to these ongoing frustrations. We deeply regret any inconvenience this has caused.
  
  Let me address your concerns:
  Login Issues: We've identified the login issue you experienced and right now, we are happy to report that it is working from our end.
  Scheduling Discrepancies: We apologize for any confusion caused by the scheduling issue. Your immigration specialist is available via phone and email to help you with the scheduling in case you are having difficulties. 
  Refund Request: We take your request for a refund seriously. However, our policy outlines specific timeframes for requesting refunds, which you may have passed. We'd be happy to discuss alternative solutions to address your concerns, such as extending your service access or offering additional support to expedite your application process.

  We value your business and want to ensure you have a positive experience with Boundless. We appreciate your patience and understanding and we're confident that by working together, we can resolve this issue and help you successfully navigate your spouse's green card application.
  
  Please don't hesitate to reach out if you have any questions or require further clarification. 
  
  Sincerely,
  The Boundless Immigration Team

  Customer response

  06/11/2024

   
  Complaint: 21824552
  
  I am rejecting this response because I have still not heard back on the refund request.

  Thank You!

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 25th I was contacted by ****** ********* who represents boundless immigration in an effort to get me sign up for their services . Dempcy confirmed in multiple occasions that I must sign for their payment plan while they will send my application to USCIS as I continued to make payments . I obliged and signed for their service and they debited my account , I proceed with filling all of their required documents and paperwork . Once the payment work was complete , boundless refused to ship out my document until I pay a whole some of their fees . This was not disclosed by dempcy at any point of our consultation . I was coerced , Mislead into paying double for a service that I am not being provided . Now they are holding my application hostage until I make 6 payments . This was never disclosed , currently they have my card on file and wont proceed with my application .they will not issue a refund either for the initial payment rendered .

  

  Business response

  05/06/2024

  Hi *********,
  
  Thank you for reaching out! We want to ensure that we address your inquiries with care.
  
  We appreciate you raising this concern with us.
  
  We recently updated our payment plan policy on April 16th, 2024. Now, customers who included their USCIS fees in their payment plan must make a minimum number of payments before we can ship their documents. You can find details about this change in our Terms of Use at this link: ********************************************.
  
  We understand that you checked out on April 15th, before this policy change, so you may not have been aware of it. However, our Operations Director has instructed the application guide to proceed with your application. Rest assured, we are committed to handling your case with the utmost care and attention.
  
  Your satisfaction and success are our top priorities, and we are dedicated to ensuring a smooth and efficient process moving forward. Thank you for your understanding and patience.
  
  Your application guide should be in contact with you on some few things to polish then we are all set.
  
  If you have any further questions or concerns, please don't hesitate to contact us directly at ***************************************.
  
  Thank you for choosing Boundless Immigration.
  
  All the best,
  ***** of Boundless

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed my husbands I-485 application with boundless in June 2023. We received a notice that my husbands I-485 was denied due to his medical exam missing vaccinations on January 23rd. I reached out to Boundless customer service asking for assistance on the matter on Feb 20th. I wanted to know if I could simply refile the same paper work that I did with boundless or did I need to update the paperwork. The customer service rep kept saying that I needed to speak to a lawyer. Wouldnt let me speak to a lawyer, said I needed to wait for their feedback. Next day (Feb 21st) I called to check in on my inquiry, was once again told I needed to speak to a lawyer and wait for their feedback. They resent me a download of the original paper work so I can print it out, but never answered my question if I needed to send updated documents with the new file. I reached out again on Thursday Feb 22nd, and was told that it takes 2-3 days to receive the phone call from a lawyer. I contacted boundless again to receive an update on the phone call from the lawyer and was told I needed to make an appointment. At this point I became frustrated because I was told that I would be contacted within 2-3 days. Its now going on 6 business days and I still have no phone call from a lawyer so that I can get my husbands paperwork refilled so that he can be in legal status. I asked the rep on the phone to schedule the phone call with the lawyer and shes telling me that I cant speak to a lawyer until March 7th. I dont have that kind of time. This has been going on for far too long as is. I asked to speak to a manager and was told that none of them were available. ******* was supposed to be giving me a call back, par for the course, she didnt! I called again, after I didnt get a call back from her, and have now been told that ****** will be giving me a call back. STILL have not received a call back. I want my money back so that I can hire a lawyer to help me and my husband with his case.

  

  Business response

  02/29/2024

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

  We are truly sorry for the frustration you have experienced with our service. We understand the urgency of your situation and the necessity for a swift resolution.

  After reviewing your case, we have taken immediate steps to ensure the resubmission of your husband's application is timely and correct.

  We can proceed to refile the application, and to achieve this, we need to ensure that all necessary documents are included.

  To expedite the resolution, we have sent you a direct email. May we ask you to please check your inbox and provide us with the requirements we have indicated?

  Once you have provided the necessary documents, we will prioritize processing your application and offer overnight shipping when ready. We appreciate your patience and cooperation throughout this process and again, we apologize for any inconvenience caused by the situation.

  All the best,
  ***** of Boundless

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Boundless Immigration offers payment plans for their services. I have successfully paid their fee and told them I needed to have the immigration fees included in my payment. I was told lets get you started and we will see what the government fees would be. I asked 2 times about it and they said they would make sure it gets added. Never did. Now all our paperwork has been completed and ready to file, but their neglect and mismanagement of our case means we cant. A year and almost half later. They have mismanaged our PII as well. They basically have told me, ***, that yes the agent made a mistake but we cant help you. Boundless Immigration is willingly and deceitfully playing bait and switch and has ruined our lives!!!Typical bait and switch.

  

  Business response

  08/18/2023

  Hi *****, I'm really sorry you had a poor experience. We reviewed your feedback in detail and tried to see what we could adjust. Unfortunately, our system does not have the capability to allow for a payment plan later in the process, so the only option is a one-time payment in full via our post-payment cart. We are working to make this much more obvious to customers. I truly apologize for the confusion.

  Customer response

  08/18/2023

   
  Complaint: 20470335
  
  I am rejecting this response because: this was not made clear and was poorly managed and basically has left us with nothing but useless paper. Boundless knew from the beginning we needed the government fees paid out with our monthly program fee of $1100.00
  

  I want a 75% refund of my fees for harming my fiance and I. 
  
  Sincerely,
  
  *********************

  

  Business response

  09/07/2023

  Hi There, 
  First, I want to acknowledge the frustration and distress youve experienced as a result of our miscommunication regarding payment plans for ***** fees. We deeply regret this oversight and we've made the process more transparent in the last year. 
  

  In light of your feedback and our commitment to rectify this situation, we have considered a new approach to address your concern:

  Customized Payment Plan for ***** Fees: We will reach out to you directly to discuss an initial amount that you can comfortably put down. Based on this, we will establish a tailored payment plan allowing you to cover the ***** fees over a span of 6 months.

   Open Communication: If the proposed solution doesn't suit your needs, please know that we are open to further dialogue. You can contact us directly, and we'll continue our efforts to find a solution that works for both parties. Your satisfaction is crucial to us, and we'll do our utmost to ensure this situation is resolved to your satisfaction.

  Acknowledgment of Miscommunication: We recognize and apologize for the oversight that occurred during the introduction of our payment plans for ***** fees. It was never our intention to mislead or inconvenience you, and we are taking necessary measures to prevent such miscommunications in the future.
  

  Your feedback has been invaluable in highlighting areas we need to improve. We genuinely hope that our proposed solution reflects our commitment to righting our wrongs and rebuilding your trust in our services.
  

  Please expect a call from our team soon to discuss this in detail. In the meantime, if you have any questions or additional concerns, dont hesitate to reach out to us directly.
  

  Thank you for your patience and understanding.

  Customer response

  09/08/2023

  This matter has been addressed and Boundl as Immigration worked very hard to address everything. This can be closed. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I were sold very deceptively a payment plan that would guide us through the I130 immigration process. Boundless Immigration was helpful to sell us but after the sale was made there was no contact made with us to start the process. We filled out and submitted the application and had to contact the company ourselves rather than being assigned a immigration expert and even than we were repeatedly put on hold for long periods. They told us they would contact us after four business days to review our application but they never did. We wrote wanting a refund and this they only responded when I told them I would dispute the charges with the bank and file a report with the BBB. Eventually they called apologetic but still set a date in the future when a manage would call us. It appears this company is a Boiler Room Operation.

  

  Business response

  08/10/2023

  Hi *******, We sincerely apologize for the poor experience you had. We see where we could have done better and we will use the details we discovered to improve our service. Our team is working on the refund process now. Please reach out for any additional support. 
  

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

  
  

  Customer response

  08/10/2023

   
  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 because Boundless Immigration promptly refunded my money. It should be noted however in order to initiate a refund I had to contact the BBB, issue a complaint with my bank and review Boundless Immigration very poorly on their own website. It should also be noted that I requested a refund due to making payment and then no services that were promised were rendered and no communications were kept up on their end. I appreciate the prompt refund and the apology but wish Boundless Immigration would be more forthcoming about the nature of their business tactics. We felt that we were doing business with a reputable company and unfortunately came to the harsh realization that we had been sold in by a boiler room type operation.

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

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I never finished filling the forms, the lawyer never checked any of my info, the emails they send to me says i eligible for a refund because. And by the answer i get is i had to be educated by them why they cant refund me even with all the screenshots. I just want my money back for a service i never used.

  

  Business response

  04/20/2023

  We are reviewing your feedback this week so we can develop a helpful solution. Thank you for allowing us the opportunity to respond to you directly and learn for future customers. Our goal is superior service and we take your candid feedback seriously.

  Customer response

  04/20/2023

   
  Complaint: 19958335
  
  I am rejecting this response because:

  Nothing was solved. Taking the next step actions. 

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

  

  Business response

  04/25/2023

  Dear BBB, We reviewed the concern in detail as promised in our response. We reached out to the customer today and confirmed we cancelled all payments and will provide a refund, as requested by the customer. 

  We appreciate all feedback that our customers provide regarding their experience with Boundless during our process. In a direct communication sent to the customer today, we sincerely apologized for the frustration the customer experienced.

  Please confirm if we may provide any additional feedback.

  Take care, Gabby

  Customer response

  04/26/2023

   
  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

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We relied on information given to ** by *********************** from boundless who signed my son in law up. He said they would be filing right away for the work/travel permit and informing the government of my son in laws petition for adjustment of status. Then we found out a couple weeks ago, after paying for nearly 6 months that none of that had been done yet and it wouldnt be until the rest of the application was filed so now my son in law would have to wait an additional 5-8 months for his work permit after being assured by ******* he would have it in 4-6 months from signing up back in November of 2022. They also never informed the government of the intention to adjust status either which is very concerning to my son in law who now is worried about overstaying here without the government knowing his intentions and reasons why he has.We also relied on ******* word and information as a boundless employee when he said my husbands or my father in laws income would be sufficient to sponsor my son in law even though it is all untaxed and that we would just have to provide proof of income to the government. However, now we were told that apparently the government only lets people sponsor who have a W2 job and tax returns are the only proof allowed, this was told to us by ***************************** who was the person over seeing the application. We told her what ******* and their own attorney had said about that not being the full case and that my father in law would be eligible with the proper proof of income and letter stating that he mainly has untaxed income from social security and VA benefits which are much more than the required yearly amount needed to be eligible to sponsor. She then decided to not proceed because I am assuming they were afraid the government wouldnt immediately accept a harder application and it would therefore possibly ruin boundlesss near perfect record of acceptances. We would not have proceeded at all back in November with boundless if they had been honest in the first place and by now, with a different company or attorney, my son in law would most likely already have his work/travel permit and be well on his way to having his green card as well. This company should not be able to fraudulently get clients based on lies and then collect payments but not do any of the work needed that the payments were paying for. I feel people need to be aware of the kind of deceitful company this is and how they waste peoples time and money with their deception and lies.

  

  Business response

  04/17/2023

  Thank you for this valuable feedback and for allowing us time to review your concerns in more detail. Please give us a few days to check the background. We will provide you with a more comprehensive response here and directly.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been receiving numerous calls from this company especially late at night.I reported my complaint on August 16,2022 and was promised my phone number would be erased off their dialer along with all of my data.Today I received another email solicitating their services. ************************* ****************************************** *************************** ***************** Good day *******!For Marriage Based Green **** eligibility.1. To get started, you'll answer some clear and simple questions at your convenience in our online app. You'll pay a flat rate of $995 to Boundless for help with your Marriage Based Green **** or choose a payment plan whenever you're ready to get started. For as low as $82.91, we can start using a debit card.**Optional step: Include your children If you'd like to apply as a whole family, boundless has you covered! Our online questionnaire will ask if you want to include any unmarried children age 18 or under on your application for an additional fee of $450 per child. You can opt for a payment plan as low as $145 per month with a child included, Answer a few additional questions, and we'll make sure your children have all of the forms and supporting documents necessary to receive their green cards.*BOUNDLESS GUARANTEE YOUR APPLICATION WILL GET APPROVED OR GET YOUR MONEY BACK.2. We'll begin working on your application the moment you finish your questionnaire, starting with a thorough review of your answers.3. We'll give you a list of all the supporting documents you need for your application. Once theyre gathered, well review them to make sure they meet government requirements and standards.4. An experienced, independent immigration attorney will then review your entire application to make sure its in the best possible shape and ready to file.5. Our printing team will print and assemble your entire physical application package, including all forms and supporting documents, and arrange it in the exact way the U.S. government prefers.

  

  Business response

  08/30/2022

  Thank you for your feedback, we apologize for the communication issues that arose during the process resulting in distress. Your contact information has been removed and further communication will cease. 

  Customer response

  09/28/2022

  I would like to make you aware that I'm still receiving phone calls since this company

  promised to stop this activity. Specifically to remove any and all information on my behalf.

  Ther are two companies under the same ownership:

   

  ********* Incorporated
  ********************************************************************* 89113

   

  Boundless Immigration Company

  *******, ** 

   

  Since this has not been resolved to my satisfaction I would like a harsher penalty

  placed on this company(s) for not keeping their promise to eliminate all phone calls

  and other communication(s) once and for all

   

  I look forward to hearing back from you .

   

  Thanks,

   

  ***********************

  ************

  

  Business response

  10/12/2022

  We appreciate the feedback, and we apologize for not having directly resolved your initial request to have your information removed from our systems, as well as discontinuing our phone call communications. We know that receiving unwanted phone calls is frustrating and inconvenient.
  
  Boundless is dedicated to ensuring that we provide every customer with the best service experience possible and we want to ensure you that we have moved you to our do not call list. We will also be removing all of your information from our systems, to eliminate any and all communications. 
  
  We do again apologize for any inconvenience that this has caused you. 

  Customer response

  10/20/2022

   
  Complaint: 17770078
  
  I am rejecting this response because:

  I am still receiving both phone calls and email.. from ************ as its subsidiary and owned by Boundless Immigration.

  I was assured last time that all of my record information would be permanently removed and taken off your dialer including all communication via emails and phone calls

  would end. Now I need solid proof that I have been removed. The next time this occurs, there will be a formal complaint with the *** and a civil lawsuit will also be considered

  for phone harassment and unwanted solicitation.

  
  ***********************

  Customer response

  11/14/2022

  As I stated in my last correspondence with you.. the answer is YES I'm still receiving unwanted communications from the business. I also stated that the business needs to provide solid evidence to me that my personal information and contact information has been permanently deleted unlike their last response that my information has been totally deleted from both of their systems. 

   

  I stated if you read my response correctly that I would not only file an official complaint with the *** but as well I will also file a civil complaint in the court.

  BBB should be putting the pressure on the business instead of me having to repeat myself.

   

  Perhaps we need to escalate this to your supervisor since you are unable to resolve my complaint.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  gave boundless over $1,900 to help process our immigration papers for ********* , they claim they cannot help us now ? why they have not helped ** since march 2022 We used a debit card paid them before Christmas of ************************************************************************ we want either a full refund or Finish the job . this is poor communication and frustration as me and my husband had to relocate from ********* to ******* we are semi retired ! i was hoping to sponser my husband while his **** was active , now its not and they will not ************* i have to work for both of us while he still waits for a green card and a work permit .

  

  Business response

  07/07/2022

  We appreciate the feedback, and we know that immigration is a time-sensitive issue, which is why Boundless continues to make our overall customer experience and processing times our number one priority. Our team understands that immigration impacts your wellbeing, finances, and relationships. 

  Our Customer Success lead has reviewed your account and we can confirm only ****** USD was charged to your account. Please continue to upload documentation to your portal so we can assist you in completing your application in a timely manner. Our lead will be reaching out to help you log back into your account, please ensure you are using the correct email to gain access.

  
  Boundless Immigration was founded with the purpose of removing obstacles from the process. Unfortunately, we missed the **** here with expectations, and our team is standing by to rectify this issue. Thank you again for escalating this issue as we work together to resolve the problem at hand. 
  

  
  

*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. ↩