Mike
The worst customer experience of my life
I'm 30 days into a 5-10 day order and it's hard to find words to describe my animosity towards this company. Try to imagine what would happen if the lowest rated cable and telephone companies in the country got together, made a joint venture in the passport expediting industry, and hired corrupt ex-members of a third world government to run it. They would produce a company with more integrity and reliability than Express Passport. Under normal circumstances, I would just stop doing business with a company, leave no review, and move on. I will not move past this experience. In fact, I will not stop until I either get the service I paid for or all my documents and money are returned. Their treatment of customers is unacceptable and I will not accept it. I had the same experience with John, Sandy, and Samantha as many other reviewers. The moment they get your money all communication will cease. They don't respond to e-mail or messages to the website, they don't return calls, and they have full mailboxes so you can't even leave voicemail. When you are lucky enough to have a few conversations with these people you come to realize they are either: a) amazingly incompetent, b) grossly negligent, or c) woefully ignorant of how important a passport is to the life of a client. These people don't seem to have a conscious, they are callous, and they are the face of the company. I can't believe these people are trusted to handle passports and personal information. I wouldn't trust them to bag my groceries right now. I see many complaints and I just wanted to share different actions you might consider when dealing with this company. I called several agencies and this is some of the advice I received: If they tell you your passport is being processed at the Seattle passport agency go ahead and verify with the National Passport Information Center at 877-487-2778, then you can call them out on this later. If you are past your timeline, they fail to communicate, and you accept that you are probably screwed, then you can declare your passport lost or stolen, and get a new one immediately. Call your credit card company and reverse those charges. Also notify a credit bureau that you need a 90 fraud alert because a shady company has your social security number, other personal information, and you don't know what they are doing with it. If they aren't providing documents to the passport agency, they can't locate them, and they refuse to communicate, then what is a reasonable person left to assume? Calling a lawyer is also no-brainer option and while that might help you personally many other victims will suffer so I would still file complaints. A site that led me to Express Passport said they were Better Business Bureau accredited but that's not true. They have a F rating with the BBB based on 30 complaints filed against the business, failure to respond to 24 complaints filed against the business, 3 complaints filed against business that were not resolved. Take a look at the company on the BBB site and file a complaint there. Google the BBB website and add the following to the link: south-east-florida/business-reviews/passport-and-visa-services/expedite-media-in-delray-beach-fl-92019539 File a complaint with the FTC at 877-382-4357. We have all these complaints on this site and only a handful with the FTC. The FTC told me they need all of your individual complaints to be filed directly with them. They need to collect these complaints to investigate and take action against these people. Palm Beach County Consumer Affairs is the consumer protection agency which deals with this business. You can contact them at 561-712-6600 and they can act on your behalf. Contact the Florida Attorney General and file a complaint through the Consumer Protection Division. Call your Congressman and see if their office can assist you with processing if your passport actually made it to a passport agency. The website has a button which says they are a member of the American Society of Travel Agents. They haven't been a member since 2011 so feel free to call them 1.800.275.2782 about the fraudulent use of the logo. The website leads you to believe they have an average 5 star rating with TrustPilot. All but two of those 5 star ratings stopped abruptly last December. You can report the misuse of the logo the support email of Trustpilot. The company might ignore it's customers but they won't ignore all of these entities. Good luck.