Express Passport Reviews 405

horrible reviews i will never use you. good thing i checked

I completed the form online for an expedited passport but wisdom tapped me on the shoulder. I called instead to ask certain qualifying questions. Was on hold for an extended period of time - no answer - so I hung up; felt it necessary to read reviews regarding this company.
I find it very interesting the common thread which appears in all the reviews is that this agency is a "scam". What is further of interest is that - when they reply to the dissatisfied customer - their answers vary from: "We have been in business for 10 years", the next reply "We have been in business for 13 years", then the subsequent reply, "We have been in business for 15 years". This inconsistency, ALONG with all the SCATHING reviews should be enough to denote this as a non-reputable entity. Prior to paying for ANY service and adding your personal information ---DO YOUR HOMEWORK!

I’m nervous I just sent my application exactly as directed. After reading this and getting a call From the local Post Master stating there are no walk ins allowed I’m nervous. We leave July 31 will I be able to track my progress? I’ll gladly give great reviews, I’m just worried now. I have tried to call and they know my name via automated system but no one answers when I ask to speak to rep.

**UPDATE 6.27.21** - Refund received. No apologies. No explanations. No "we are working on improving customer service" or "we are taking steps to avoid the issues people are complaining about". I'm changing my review from one star to two, only because they followed through with a refund.

I'll repeat this to the company: Communication is your friend! Let us know what's going and give us the ability to reach you, and I guarantee these one star reviews go away.

***ORIGINAL REVIEW***
You guys keep touting that you've been in business for 10+ years, and 18 years, etc. How about spending some time/money/effort on customer service? And preferably people that don't have crying babies in the background.

I placed my order and attempted to use your locator to find acceptance locations. Your list is out of date since Covid began. You have libraries, county offices, state offices, still on that list.

I called in, waited 40 minutes, and the lady (with the baby), said she would find me a location that actually had appointments available. After another 20 minutes, the call dropped. You think she called me back? Nope. Not a word.

I finally found a post office on my own (2 hours from home) that handled acceptance. And the USPS service has heard about you guys and the poor service and would NOT accept a third-party application to you! I had to process it with them directly, so now I'm stuck waiting 10-12 weeks, or whatever the time frame is.

I GUARANTEE you if you actually responded to emails, chats, or phone calls, in a timely fashion, you'd have a lot fewer "1 star" reviews on here. You have ONE 4 start review in months, doesn't that tell you something about what you need to focus on?

HIRE CUSTOMER SERVICE STAFF!

P.S. I requested a refund. No luck so far. I'll wait a few more days then contact my bank.

After reading countless horrible reviews about this company, I thought I was scammed. Turns out this company is legitimate, they just have extremely poor customer support. I needed my passport renewed and expedited. New Passport just showed up yesterday, just in time for my trip. If you ordered something from this company, don't expect much communication but from my experience I got what I paid for. Express Passport, just a suggestion but you may want to focus on giving your customers better support, improve your communication so people feel good referring you. Thank you

still haven’t heard back.. this website is still a scam. don’t ever use it. take my word for it too!!

HORRIBLE EXPERIENCE.
DO NOT USE THIS SITE.
I have tried to 'live chat' aka an email. I have been on hold for 25 minutes and haven't spoken to or heard a message from anyone. I paid $171.95, did not receive a prepaid label and I still have to bring $172 check for the actual passport. I only have a couple of hours to submit and they have made it clear they will not refund. I think this is a scam and they stole my SS#

If I can give this company 0 I would!! I made an order about 6 weeks ago and never received a follow up email or mail in the mail. I was on hold for 30 minutes and they hung up on me!! Terrible, scam! Dont waste your time. Take it from my loss

This expresspassport.com is a scam. I somehow directed to it while searching local post office. No one pick up the phone after taking your money, all it does is to send you an envelop and application, which you can get from the local post office for free. I need to find out how to get refund now!!

Also they said they are processing. It’s another scam. Because there is nothing they will process. They did not have any information but is saying they are processing. Processing what?
And there is NO WAY to contact them.
Just refund me.

Don’t believe the hype they are definitely a spam they will take your money, never email you back, and they do not answer the phone number provided had to cancel my trip all thanks to this site.

I have been trying for two weeks to get a refund. I have called, emailed and left voicemails. I did receive one email back with a link on how to get a refund but the link is invalid!!! Total scam.

This company is basically a money grab. You don't need them to expedite your passport. You can do it all yourself through your local post office. They send you a bunch of paper work but leave out the fact you are supposed to have a release letter givingthem permissionto act on your behalf, a copy of your itinerary and can't process till 2 weeks before your trip to hand walk your application from your post office to fedex. The postmaster at my local PO said most people don't know the rules regarding a 3rd party representation. Save your money! YOU CAN DO IT!

This website is a scam, there is no expedition. They start your process way after you sent out your information and already paid for everything. You're better off going to a local post office than this hoax of a website. Their customer service horrible cannot help you any way, they just sit their in silence thinking of ways of how to explain that they're "helping" you. Going to lose thousands of dollars on a trip, because express passport doesn't actually expedite anything.

Has anyone been able to issue a refund I have been trying for the last week trying to get a hold of them and nothing how can I get my money back ?

Do not under any circumstance use this service. On Dec 6, 2020 my husband submitted his paperwork in person for the expedited service for our upcoming trip Feb 24, 2021. It is now Feb 17,2021 and we do not have his passport. This situation is now very stressful as this was planned to be a family trip with others depending on us and has not been made any better by their customer service. There is zero culpability on their part and there is zero effort made to help us. You are better off dealing directly with the State Department as several members of the group had done that and received their passports in 3-4 weeks (understandably this is FAST), but they started their process AFTER we submitted my husbands paperwork to Express Passport. They were received 2 weeks and we still have no answers as to where my husband's passport is.

*Update 2/19: We called again today to see if there is any update on our situation and got yet again the same line of there is nothing they can do was delivered. We asked to speak to a supervisor as we are desperate for some help at this point. We submitted a request (which is how you request to speak to a supervisor) and 4 hours later no call has been returned. At this point it our assumption that this company is a scam.

Be careful everybody. This is a scam company. They are not an official government site. I was in a need to renew my passport and I went into this site without realizing the web address ending was .com not .gov as should say. As soon as I got in they made me filled some questions providing them my personal info such as my social security #, day of birth and so on and they charged me $163.00 for the process saying that they will email me and I’m still waiting but I did report it as well. Don’t fall in this scam.

I want to start this off by saying I never write reviews. I feel like I am being robbed by this company. So far they have not saved me anytime. When I originally signed up I thought the charge included the Government fee but, it does not. I have some questions on the process. I tried calling them and they said to call back during business hours but, they don't even say what the business hours are. I messaged them through the "portal" they made me sign up for and haven't heard a response in over 24 hours. I'm nervous as hell I will not be getting my passport on time after what I have dealt with so far and reading some of the other reviews on here. I will update this post once I get my passport and let you all know the outcome.

This company is a scam. Their site says they will get your renewed passport back in four weeks. BS. 8 weeks later they still are not back. The federal gov site says it takes 10 to 12 weeks to get it back so these folks lie about the amount of time because they mail it to the passport office themselves and the passports get in line just like everyone else. don’t bother calling them as you are on hold for over 60 minutes and the person on the phone says there is nothing they can do and someone will call you back who never does. I did receive a email from someone who said they would send us a refund that of course never came

What a joke passport express is !!!
I order my kids passports back in June and was charged over $200.00 for each one and I still have even heard anything from them? I have called so many times I have left messages and then called again I have never received a call back or anything
I would never recommend this place to anyone ever such a joke

I want to thank Russell, the VP of marketing at Passportexpress who was able to research and help me resolve a long standing incomplete order that was charged to my credit card company.