• Report: #362675

Complaint Review: Expedited Travel, RushMyPassport

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  • Submitted: Wed, August 13, 2008
  • Updated: Thu, April 24, 2014

  • Reported By:Ronkonkoma New York
Expedited Travel, RushMyPassport
412 Clematis Street West Palm Beach, Florida U.S.A.

Expedited Travel, RushMyPassport RUSHMYPASSPORT.COM charges for expediting passports -Post Office has cheaper & easier way! West Palm Beach Florida

*Consumer Comment: Talk is cheap, act!

*Consumer Suggestion: Know what you are doing

*UPDATE Employee: RushMyPassport.com has 25,000 satisfied customers

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I needed a passport, so I filled out an online order form from RushMyPassport.com or Expedited Travel to purchase a service to "expedite" applying for a passport. I purchased this service in JUNE 2008. My trip was not until OCTOBER 2008. I even called their rep, Stephanie Jackson, when I made the purchase. I told her my trip was October. She NEVER told me that I did NOT need to use their service.

They told me to go to the post office and apply for a passport, and to have the post office present the passport application to me (this process is called hand-carry service), then I'd have to Fedex the documents to Expedited Travel. The post office said hand-carry service is completely unnecessary in my case because my trip is months away, and that they would have my passport at my door in 1-2 weeks WITHOUT using Expedited Travel. My post office said that hand-carry service can ONLY be used if your trip is within 10 days, and they could NOT release the passport application to me, because that is not permitted, & they REFUSED to do what Expedited Travel asked. They tried to call Expedited Travel, but no one answered the phone. They told me I should get my money back & they were appalled to hear of my situation.

RushMyPassport.com charged my credit card in advance almost $140.00 for a service that was cleary NOT needed & the post office could not comply with. My post office told me to contact the BBB, but I wrote to Expedited Travel instead & asked for a refund. I paid them in June with my Chase card. Expedited Travel stated I had to fill out a refund form, so I did.

Now they say they will NOT refund my money. They did NOTHING for me, and provided NO service for me. All they did was take my money. Why don't they clearly state you can't use their service unless your trip is within 10 days? If it said that, I NEVER would have placed an order. How can they take my money for a service the post office provides alone?

MaryAnn
Ronkonkoma, New York
U.S.A.

This report was posted on Ripoff Report on 08/13/2008 08:03 PM and is a permanent record located here: http://www.ripoffreport.com/r/Expedited-Travel-RushMyPassport/West-Palm-Beach-Florida-33401/Expedited-Travel-RushMyPassport-RUSHMYPASSPORTCOM-charges-for-expediting-passports-Post-362675. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Talk is cheap, act!

AUTHOR: josebuying - ()

ordered my passport renewal on Tuesday, was told on the phone the next day that my passport would arrive on Friday. I paid for the 24 hr service. Today is Friday and no passport. said it should be here on saturday. Well my workplace (where i had them ship the passport) is not open ob saturdays. No resolution yet. 

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#2 Consumer Suggestion

Know what you are doing

AUTHOR: misswestpalmbeach - (United States of America)

I just have to say in response to this person insisting that they were scammed..

Since you knew you were not traveling SOON, why would you sign up online, enter your credit card information without the basic grasp of TWO KEY WORDS here, 1. RUSH  and 2. EXPEDITE. This is a service and it was not the company's responsibility to question your need for a passport so far in advance! Perhaps you didn't want to worry, any number of reasons but you chose the service, agreed to it's terms without a clear understanding of the english language apparently. 

You really should stay offline if you cannot understand what you are handing over your hard-earned money for!

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#3 UPDATE Employee

RushMyPassport.com has 25,000 satisfied customers

AUTHOR: Expedited Travel - (U.S.A.)

RushMyPassport.com has been featured on MSNBC, Forbes and CNN as a leader in expediting US passports. We have helped 25,000 customers receive their passports in time for their trip.

We are committed to disclosing our refund policy to our customers and investigating any disputes that a customer may have concerning it. The terms and conditions are accessible on every page of our site.

Please be aware that the Department of State only allows us to process a limited amount of expedited passports each day. The fee we charge is for the reservation that we hold on our customer's behalf. Due to the time sensitive nature of our service we were not able to accommodate another customer's request for that day.

There would be no reason for our case manager to tell you that you don't need our service as many customers are willing to pay an expediting service for peace of mind that their documents are being hand delivered to the Department of State and that our case managers will guide them through every step along the way. Their packages are tracked through Fed Ex and our case managers are informed of any additional required documents immediately. Without using an expediting service, you are only notified by mail if there is an error with your application and this can cause an application to be delayed for weeks or months.

You are correct that people have received their passports through the Post Office within 2 weeks for less money, BUT it is not guaranteed and your money is not refunded if it takes longer. We have found that not all employees at the Post Office are aware of our service and we make it a point to tell our customers to call us from the post office if there is a problem. The Post office has no right to keep anyone's documents, issue refunds or disrupt our business practices.

I hope we have addressed your comments and apologize that you did not have a positive experience with us.
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