Passports and Visas.com Reviews 

A great costumer service experience. My representative Misty was so patient, and guided me through every detail of the process, making it very easy and stress free. Also, I decided to pay for the one week expiditing service, and my passport came back in five days. I will use them again.

Complete support via emails, advisor (Patty!) and call center people (MJ!). Sure others in the process that helped too! It was fast, always updated and helped me quickly (even when I made a photo mistake). I would absolutely recommend to anyone!

I don’t recommend this company to do your passport after three months. I got my passport back my old one because a new one they never process it. I’m still waiting for my money back and my pictures. I had to get a new one and pay more money with the post office. Please don’t trust this company , nuclear answersat all. I have to report it as a stolen.

A stress-free experience from start to finish. I needed a new passport urgently, and this office made it happen. The process was smooth, and I received my passport well before my trip.

Hands down the best customer experience I've ever experienced! My account manager misty was fantastic! She was quick with responses! She was knowledgeable and extremely patient with me! I'm a handful and she was absolutely brilliant! I'd give a 10 star rating if I could!

I purchased a five day visa service for an expedited work visa in early February 2025. I filled out the paper work and sent in my papers as directed. I paid extra for someone to look over them and check them. To date I have only received two messages: 1 to say that my contact would be Philip Diack and one to say that they received the documents. 9 business days after the company had received them I had not heard any updates relating to my visa and the overseas employers were asking questions. I called the phone number leaving voice mails and sent emails to Philip Diack inquiring about an update on my order. I called the 800 number and when I got someone on the phone they tried to help and saw that it was listed in the system that my papers had been handed into the consulate. I had not received any update emails. I was once again directed to Philip Diack to get further details. Four more voice messages left and no response. By day 13 I contacted the consulate myself and was told I needed an 8 digit code to get updates. Once again I called Philip Diack and received no response. I called the 800 number and was directed to Philip Diack leaving yet another message and sending another email for information. At this point my overseas employer is gravely concerned and needing a response on an arrival time. I am three weeks late arriving for the semester. I have left at least 12 voice messages and four emails trying to get a hold of Philip Diack to get updates. At this point I would be good with the 8 digit number for the embassy so I could at least answer the overseas employer questions regarding a timeline for arrival as I am very close to losing the position due to lack of information regarding my visa. The overall lack of communication from Philip Diack has made this experience an extremely frustrating one.

The expedited passport service was outstanding. The process was smooth, and I received my passport much earlier than expected.

Was charged 4 times in debt for $634.00
No responce for refund…numerous calls and emails….dont use them

you took money from me but didn’t do the work, and didn’t return the money.

It was a very smooth process working with Passports and Visas and I received my passport on time. Everyone at Passports and Visas, especially Lily, were extremely nice and helpful!

The passport has yet to be delivered. Received an email on 2/1/2025 saying it was coming FedEx. There is no tracking number listed, and when I call I do not get a clear explanation of where the passport is. As of today, I have yet to receive. It's lost somewhere.

They stole my money and didn’t give me service

I paid for a business visa to China in March of 2024. This company could not process it in time so we had to postpone our business trip to this year.

I asked them to continue the application from last year but was told that we had to pay again.

Against my better judgement, my company said we had to go to them and pay again this year. We paid them $536.- again on January 10, 2025 for a business visa to China.

I sent my documents complete with overnight FEDEX package on January 17, 2025 with all documents as asked for.

As of February 11th, I still can not get hold of anyone there and can't get my passport back.

I am worried for my passport now.

Took my money and passport and then stopped answering emails and the phone. Sent my passport back to me after a couple months after I threatened to report them to the FBI

Don’t use these clowns. They lost my documents and never responded. Paid for 6 day service and a month later still nothing and no response.
They don’t answer phones or reply to emails.

While everyone I spoke with at P & V were exceptionally helpful and patient with me, Andria Augustin shined. I have been a little unfocused since my husband died 7 weeks ago and was struggling to get all the proper items and information together. (My husband always handled this stuff.) Andria helped me through the middle of it all and then helped me wrap it up. Her patience was admirable. I am grateful.

it is expensive but the multiple staff based in different locations handling different phases of the process have been helpful and responsive. Questions by email or by phone were responded promtly. Overall it has been a stress-free experience.

I initially chose Passports and Visas.com because their pricing seemed more reasonable than other services. Unfortunately, my experience with them was frustrating and disappointing.

Communication & Customer Service

While I received timely automated responses about the process, they were generic and lacked any real personalization. The company advertises that you can contact them anytime with questions, but in reality, calls and emails go unanswered. When I requested to speak with someone or escalate concerns to management, I was given the runaround.

My assigned representative, Patty, was difficult to reach. She never answered my direct calls or voicemails. The few times I managed to speak with her, it was only after waiting on hold with another representative. To her credit, she was pleasant and professional, but that didn’t make up for the overall lack of responsiveness.

After much persistence, I finally received the manager Philip Diack’s contact information. I left a voicemail and, days later, received a generic email apology for the lack of communication. When I replied with more details as requested, the manager never followed up.

Processing & Accuracy Issues

Although my spouse and I eventually received our passports, the process was far from smooth. The online portal was flawed, and the information did not properly transfer into the government documentation. We had to redo everything at the post office, where an employee mentioned that they had heard similar complaints from other customers.

Another major issue was that we submitted both our applications together, yet Passports and Visas.com only acknowledged receipt of one. When I called to inquire about the second application, they claimed they don’t open envelopes, as they go directly to the U.S. processing facility. This left me questioning: what exactly are they reviewing for accuracy?

Final Thoughts

While Passports and Visas.com ultimately delivered the passports, the lack of communication, poor service, and unnecessary complications made the process more stressful than it needed to be. Their website gives the impression of a large, professional operation, but in reality, they seem disorganized with few employees and no internal coordination.

Had they been upfront about simply charging $700 to hand-walk my passport through the system, I would have accepted that. Instead, they overpromise customer service and follow-through, but fail to deliver. Based on my experience, I would not recommend them. If you’re looking for an expedited passport, you might be better off going directly through the post office or another reputable service.

Professional, quick service.