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Businiess name:
Expresspassport.com
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Review by:
Guest
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Review content:
I have used passport expediters before and had great experiences (but that was over 10 years ago!). Over two months ago, I sent my passport to Passport Express, and I honestly can say it was absolutely the WORST EXPERIENCE one could have. If I could give them zero stars I would.
I am a frequent business traveler and as a result of Express Passport's negligence, I missed two important business trips. From the beginning, customer service was almost non-existent. I filled out the same form at least 2 - 3x – they were not sure which needed to be filed. Finally, it was submitted. After over a month, I was told that the State Dept issued a suspend letter and would need to go to a Passport Acceptance Center.
I went to a Passport Acceptance Center (the US Post Office!), provided with the necessary documentation (original birth certificate) and drivers license. They signed off on the application and sent it in themselves! At the PAC they specifically told me they send in the application directly from there (not give it back to me to resubmit via expeditor as Express Passport instructed) Then ONE WEEK later, Voila! I had my new passport.
During the entire process, customer support was literally non-existent. I had sent over 35 emails (I have the copies) and if five of them were answered, that was a lot. This left me to try their customer support line (while busy at work) which was answered by a live person only on a rare occasion, and when a person answered (Jacob, Melissa, etc.), half the time they were rude. Promises to follow up went unanswered until I was able to "catch" someone in the mood to answer the phone again. No calls had any meaningful effect or result.
I did suggest a refund (or a partial one - as they did exert some effort, although ineffectual), as their service did not culminate in my receiving my passport, I experienced numerous delays, and finally obtained it myself. These emails went unanswered.
STAY AWAY!
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