Becky A.
HORRIBLE SERVICE!!!!!
I do not even feel like giving this company one star but they don't have an option for less than that!! I needed an expedited passport and paid $275 for a 2 day turn around. Then of course when I speak to them they tell its no less that 4-5 days! 1st mistake! I payed for the service on Sept. 13 and needed it by my daughter's travel date on the 27th! There was a setback in the process and tried to reach the person I was dealing with,(I will for now let him remain nameless) was impossible to reach! I heard back from him a whole 10 hours later with the response "you should have listened to me". And a VERY negative attitude instead of asking "lets think of another option". I had almost a full week until I needed it and was told "he was very doubtful". I went to the Miami Passport agency myself and fixed the issue myself. I received the passport the same day and they advised me these agencies had "very limited power" and are useless. I contacted the company asking for a refund since I obviously did not need the passport from them anymore they said "no, because this was all your fault" Worst and rudest customer service!!!!! STAY AWAY! DO NOT USE THEM!!!
Response from Fast Passport CenterOct 13, 2016
Fast Passport Center is a registered courier with the U.S. Department of State passport agency. We work with over eight passport agencies across the United States and have helped thousands of clients obtain passports in as little as seven hours. This process occurs with the following steps: 1. Shortly after a client signs up, we E-mail the client a detailed instructions checklist and a shipping label 2. The client completes the checklist and ships us the documents using the FedEx label. 3. We submit the documents to the passport agency. Regarding the turn-around time, we clearly state on every sign-up page (and on our terms and conditions which clients read and agree to before signing up) that our service times begin once we receive the documents from the client and submit them to the United States passport agency. For additional clarity, we also state on the instructions checklist that the processing times begin once we submit the documents to the agency. Regarding the above complaint, the passport was on track to be processed within the client’s requested time frame. The process was delayed due to a suspension issued by the U.S. Department of State because the client did not sign the application (which is Step 1 on the instructions checklist and also included on our ‘Frequent Mistakes to Avoid’ information sheet). Once we were informed by the U.S. Department of State that there was a suspension, within 1-2 hours we sent the official U.S. Department of State hold letter to the client, along with detailed instructions on how to quickly rectify the problem and clear the hold issue. The client did not follow our instructions which resulted in further delay. Regarding the client’s use of a regional passport agency, in general such agencies do not assist the public without a pre-scheduled appointment, barring it is a life or death situation. Since Fast Passport Center’s primary goal is for all clients to make their trip, we are glad the Miami passport agency permitted the client to walk in without an appointment and obtain the passport.