Disgraceful organization...FRAUDS!
This is another update regarding this saga.
Never did get my Passport, I ended up having to drive 300 miles through the Rocky mountains to Denver to spend 2 days trying to get an expedited passport,(which I was charged extra for) since my trip is tomorrow. I attempted to call for a refund, and was told by Carol, one of the rudest human beings I have ever encountered, that I wasn't eligible for one. She kept reiterating facts to me that were not true. After I explained that I felt this was a material breach of Colorado contract law, she HUNG UP on me.

I am a 100% permanently and totally disabled Special Forces veteran, in my career I held numerous passports including Official (red book) and Diplomatic (black book). I have never seen such rudeness or incompetence in trying to to get a passport request fulfilled. In short, I spent nearly 600 dollars for nothing, as in the end I had to do it all myself anyway. The best answer I could get was that I needed to call the National Passport Center and "figure it out".

I sit writing this review in Denver Colorado, 300 miles from home, trying to get my expedited passport at the Passport Agency, facing a 300 mile drive home to hopefully make a 7:35 am flight to Germany, where I was invited to try out for the Paralympic team in skiing.
I live off of my VA disability from combat wounds sustain overseas, and spending nearly 600 dollars with this service to gain nothing in return is a disgrace. ON VETERAN'S DAY NO LESS!
STAY AWAY!

Earlier review.
An absolute nightmare
An absolute nightmare. STAY AWAY! I paid almost 600 dollars, paid extra for Fedex delivery overnight both ways, paid for passport protection, my passport has vanished! And all Rush my Passport did was tell me it was out their control and I needed to contact the Department of State to figure it out. What exactly did I pay for? Now my passport is lost, they won't replace it and my trip is in danger of not happening. I stand to lose THOUSANDS OF DOLLARS

UPDATE- I was given a form to send to the Department of STATE. I was assured it would be hand walked and that processing would take only 2-3 days. It has been over a week, and the call center has no idea what this form was, who I sent it to, or even that the form existed. I have been hung up on twice. I was told that the wait time to ask a supervisor or manager would be 48 hours. This is a nightmare.
STILL have not gotten my passport!

An absolute nightmare
An absolute nightmare. STAY AWAY! I paid almost 600 dollars, paid extra for Fedex delivery overnight both ways, paid for passport protection, my passport has vanished! And all Rush my Passport did was tell me it was out their control and I needed to contact the Department of State to figure it out. What exactly did I pay for? Now my passport is lost, they won't replace it and my trip is in danger of not happening. I stand to lose THOUSANDS OF DOLLARS

UPDATE- I was given a form to send to the Department of STATE. I was assured it would be hand walked and that processing would take only 2-3 days. It has been over a week, and the call center has no idea what this form was, who I sent it to, or even that the form existed. I have been hung up on twice. I was told that the wait time to ask a supervisor or manager would be 48 hours. This is a nightmare.
STILL have not gotten my passport!

Date of experience: November 10,2023

Final: Scam! Serious lack of effective communication. Not a peep from them since Friday (today is Wednesday). Never once did they take responsibility for their missteps and lack of follow through. They are the ones reviewing the documents for me right?! Did they take ownership of their mistake? No! Pawned the blame on the department stating they must've sent the wrong letter. Also said the 58 cents could've been a mistake on their part (meaning I didn't owe anything) but again never heard one way or another. Never once did they own the numerous stories and misinformation I was getting. Never once did they check on the status unless I pushed, then closed the trouble tickets without so much as a phone call. I filed back in late April for a two week service. I went two weeks without hearing from them so I had to file a trouble ticket just to get an update! If they would've informed the department that my travel was imminent early on when I something could've been done. Why? Because then that's admitting they are liable and I would be entitled to a refund. Still don't have my passport. Our friends ended up having to cancel. UPDATE: Thanks for the super expensive lesson! Had to cancel the trip because my passport didn't show up. Out the cost of the accommodations plus what I paid y'all to get my passport to me. Oh yeah and the friends that are now in Costa Rica without us but on our dime. Beyond sick at the bs and stress you put me through with all of those "recorded conversations". Hell I hope they ARE recorded so that maybe y'all don't f*** someone else over! Again shame on you for doing this to an RN and newly retired Navy guy trying to celebrate 20 years together with a dream trip.
Update 2 (Friday June 9th) After being told that once I submitted the 58 cent payment that my passport would be released. The next day they called me and told me that wasn't accurate. Now they stated they needed me to send them the letter I received. Ok sent me an overnight label and sent it off. They got it fine. After I had been told earlier on that it would be overnighted and that Friday (today) would be the latest I would get now I'm told the estimated arrival is June 20th. Our trip ENDS June 23. So now I'm waiting again. I have to pay for the accommodations and have to cancel the flights. Ultimately they turned out to be an $700 nightmare stress fest and COMPLETELY THEIR FAULT! According to them everything was thoroughly reviewed and checked for errors PRIOR to being sent off. That's their whole shtick right? They left a message saying they would see this to resolution. The number they leave for me to call back is the same line you wait on hold forever to speak to someone and then it's a different story again. In a few hours they will close for business and won't be back in the office until Monday. I am a nurse and I've been waiting for this trip for years. Thought these guys were gonna be our saving Grace when now all I am is sad and broke!
UPDATE: seriously can't get their story straight! Got off the phone after them saying yes "we can handle that for you and it'll be there by Friday!" JUST…to be called back and say that I have to overnight them the letter from the Dept of State and that it'll be delayed another 1-2 business days (business days being the key word here) while they wait for it to get there. You make me pay $0.58 due to a mistake YOU made ("because we reviewed your documents before them being sent to the Department of State) AFTER I PAID YOU $700 plus the government fees! I am an ER nurse and contrary to popular beliefs do not make a lot of money so this was a stretch for me. Unbelievable something I've worked and waited with two years of planning getting messed up because of this. Totally thought they were gonna be the saving Grace.

Got a letter from the department of State saying that I owe them $0.58 and to please send a money order asap to release my passport. I made the money order for what I was told to. My trip is in six days and I have to drive 3 hours to the airport! Now looking like my dream trip to Costa Rica is a bust. Created a trouble ticket. No word. Husband called several times but it went to voicemail and mailbox was full so he called back. Truly starting to feel like I paid a LOT of money and got scammed.

Order # GW-78A0435BE

They do not do anything at all different than what you do yourself to expidite your passport, yet charge a ton of money. When I talked to a customer service agent (who promised me the passport in my hands 5/17) they could not explain what RMP actually does that makes the proccess faster aka expidited. Right then and there I should have seen the massive red flag.

They high jack the updates as well, they change your personal email provided and put their own. This means all communication goes through RMP then they forward it to you to LOOK like they are actually involved in the process, when in fact they are simply a middle man.

You just mail the docs you should send directly to the gov to RMP, they do god knows what with it for a week or more, then simply forward it to the gov for processing. How on earth do they get away with this, let alone for the cost? Fed Ex is also tied into this whole scam, which also is mind blowing as the gov doesnt even accept Fex Ex mail... again a red flag I didnt see as FeD Ex just sends your docs to RMP... again another middle man that is unneccessary.

Best part is, this is costing me a trip to Cabo from my company. My fiance and I both sent our docs at the exact same time and she has her passport in her hand as of 5/14 yet I just looked at the gov website (RMP never tells you this) for the true update and it clearly states 5-7 weeks from the date received (4/26). Considering I priority shipped via fed ex my documents on 4/14 RMP cost me nearly 2 weeks (which would have got me to go to Cabo!) of time due to their scam set up of having a passport agency help with the paperwork yet they go over it again? WHY? The passport agency sealed it and did everything to directly ship to the governement.

RushMyPassport has wasted me and my fiance 500+ dollars at this point and a trip to Cabo, I'm guessing they wont care to refund my money either based on other reviews. This company seems to be a joke, will update review if they actually help refund me money as my passport is coming in normal timeframe not expidited.

AVOID AT ALL COSTS!

I admit I fell for this scam. All they did was print out my passport renewal form - for 200 bucks I could have bought a printer! This company does nothing to expedite your passport renewal at all.

All in all, I'd say it's an unethical scam, somehow legal.

I fell for it, but you don't have to. Save yourself a couple of hundred bucks and just go to the government site and expedite it yourself. It's no different.

Some people really should be ashamed of themselves for exploiting customers like this.____________________________________________________________________________
Update (response to Robert V): How does my order number help you resolve an unethical business model? I would like you to tell everybody here exactly what service you provide for $ 200. In my case, you actually delayed it by a couple of days by sending it to Florida first (it is supposed to go Philadelphia, and I live in DC). So, tell us, what exactly do YOU do to "Rush My Passport"? That warrants $ 200?______________________________________________________________________________

Here's another "update", but it really belongs in the category of, "why didn't I check this?". You can judge for yourself how the schedule works.

I submitted my application on May 9,2022 - call that Day 1. The application and documents got to the government on May 18, according to the RMP update email. My check to the State Department was cashed on May 18. So, we have 9 days of transit. I live in Maryland, and the passport center is in Philly. I could have walked up 95 and personally dropped off the package in 9 days. So, what happened in those 9 days? It went to Florida first!

This is how they rush your passport? If I had used the State Department's form online, I could have overnighted the package to Philly - same cost (FedEx is probably more expensive than US Mail). So, they actually LOST me 8 days.

This is what I paid them 200 bucks for?

I'm waiting for their rep to come online here and explain - not just to me in private - what their value proposition is. But that won't happen, because it's a scam.

Where do I begin?! An ENTIRE NIGHTMARE!

We paid for 4-6 week expedited processing. On the 5th week we called to get an update (because they actually don't send you any helpful updates on what is going on with your passport). We were informed by the customer service representative that our passport would "likely arrive" 4 days AFTER the 6 weeks mark. We had booked travel believing in their "4-6 weeks" (besides, 6 weeks was supposed to be the MAXIMUM given that's what we PAID FOR).

So we had to scramble to figure out other means to get our passports in time for the trip. I called the national passport agency and the only in person appointment before my travel date was in Seattle — and I live in San Francisco. The national passport agency informed me if I had proof of international travel they would process and print my passport on the spot. So I had to choose between paying $300 to get a flight to go get my passport in person in Seattle or sacrificing the thousands of dollars I had already spent on flights and hotels for my international travel. Not a great spot to be in, especially after you've already paid hundreds of dollars to a company supposedly to expedite your passport!

Luckily, we ended up getting in touch with our local Congresswoman, filled out more paperwork with her, and had her reach out to the passport center on our behalf to put our passports at the top of their processing pile. This is the ONLY REASON we got our passports before our flight. The passport agency literally emailed her back saying they would "pull them from the general pile."

I spoke to a manager, named Sharon, and told her everything that was happening and that I didn't think it was right that I wasn't receiving the service I had paid for, and now had to spend my OWN TIME AND EFFORT to actually get the passport within 6 weeks, and entirely without their help! She told me I could request a refund and that I would receive an answer on my refund request "within 24-48 hours." After 48 hours I called since I hadn't received a response. I was then told "within 72 hours." I called again after the time had passed and was told "5 business days." I called again after the time had passed and was told "10 days." I WISH I WAS MAKING THIS UP.

Now it has been 2 WEEKS since I submitted my refund request.

I have called customer service several times for an update. They tell me I need to contact the billing department because it's not something they handle directly. I call the billing department and leave voicemail after voicemail after voicemail. NOTHING. No one has EVER picked up the billing department phone line. It always rings and goes to voicemail.

You'd think the billing department of a large company would have a general email address you could reach them at wouldn't you? You'd think a manager who regularly deals with customers would have an email you can contact them at wouldn't you? Well they DON'T — I have asked CONSTANTLY and I am always told there is no email. (Their website says you can contact customer service by "phone, chat or email". This is a LIE.) You can ONLY CALL. I'm convinced this is SOLELY because they don't want you to have email documentation of their complete lack of response!

Now, I most recently spoke to a customer service representative who told me that my refund request was "never actually submitted" because they "wait until the 6 weeks has actually passed to see if you end up getting your passport in time." When I noted to her that the 6 weeks is now passed she said "but it wasn't at the time you requested your refund so you'll have to request it again." She MUST be kidding, right?!

I'm honestly considering REPORTING this company to a government agency or something. This is all a BIG SCAM.

UPDATE: FINALLY heard back from Sharon after calling twice a day. She said her manager, Rob, is only willing to refund me $80 of the $217 I paid for each passport. When I told her it's unacceptable that I will have paid them $137 for literally NOTHING she told me they "reviewed" the passport applications before sending them to the passport agency.

Y'all, they want to charge me $137 to look at the 2 page application that I already double and triple checked myself?!? On top of all of the time and effort I had to put in MYSELF to actually get my passport in 6 weeks when they DIDN'T DELIVER?!

I told Sharon this was unacceptable and to please have Rob call me. She told me he would call me by today at 9am. Well, wouldn't you know it's 4pm and NOTHING yet from Rob — at this point I'm not even surprised.

UPDATE AGAIN: Spoke to Rob. Not only was he ENTIRELY UNHELPFUL, but just like all of my other interactions with people at RushMyPassport, he was ALSO HIGHLY UNPROFESSIONAL.

First, he told me that the 6 week timeline begins "once the passport is received by the Department of Homeland Security." I told him this was not the impression I was given when speaking to customer service representatives BEFORE purchasing their services — I was under the impression the 6 weeks begins once the passport arrives at RushMyPassports offices for their review. When I asked him where on their website it informs customers that this is how the 6 weeks is calculated he, unsurprisingly, admitted the website DOES NOT make this clear but that is still "how it is." When I told him that specific details like this should be made clear to customers, he had NO RESPONSE.

Rob then had the AUDACITY to call the $80 refund a "COURTESY" to me. There is NOTHING "courteous" about 1) not receiving the service I paid for 2) being misled about the time in which my refund request would be reviewed 3) having to call your company daily to get any meaningful response and 4) paying you all $137 dollars to review 2 pieces of paper. Literally NOTHING about my experience with this company has been "courteous."

Rob also said that refunding me the $80 (which means I will have effectively paid $137 for NOTHING) is "fair" because that is their price for 8-week service. When I noted to him that I did not request or need 8-week service, I requested and expected 6 week service, and moreover that I have email documentation that my Congresswoman was the main reason our passports arrived before our trip he said that I couldn't "prove" that. Wow — REALLY?! YOUR customer service representative told me my passport would "likely arrive" 4 days AFTER the 6 weeks mark — I then contacted my Congresswoman and had her request our passports to be expedited, and saw both her email communications and the response from the national passport agency. Is that not proof ENOUGH?!

So I guess the moral of the story is: At RushMyPassport they don't deliver the expedited service you ACTUALLY ORDERED, and then justify it by still charging you the next-level down of service. Charging me ANY AMOUNT after all of the time and effort I had to put in to ACTUALLY GET MY PASSPORT is LUDICROUS.

SAVE YOURSELF THE HEADACHE. THIS COMPANY IS A NIGHTMARE.