Passports and Visas.com Reviews 

I was impressed by the efficiency of the expedited passport service. The team handled my application swiftly, and I received my passport well before my trip.

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.

I still not received my refund..I am calling everyday to them..they said talk ro manager..and person is never available..I don't know how to get my payment, I am thinking to file a complaint against passportsandvisas.com

Misty was great

Deceptive practices. I was very unhappy with your seeboces

Very slow response and I cancelled my visa as they never sent what was required in October. , I just got multiple emails last week telling me my passport was complete and they were sending it fed ex. Never asked for a passport. Phillip Diack is the employee that is sending them. I can’t believe he still is doing that.

0 stars is what they deserve! Next to no communication, took my money and did nothing, bad BBB reports that i discovered too late, fortunately I'd paid for priority return of my documents, so after 2 1/2 weeks of waiting and nothing done on them, I pleaded with them to return them which they did, but no refunds on the other $200 I paid them! Big scam!!

Kept my passport over 3 months past the promised processing time, resulting in my need to cancel my passport with the US State Dept, pay for a new one, travel to another city to have an emergency visa processed, and receive everything back just 1 day prior to my Asia departure. Company is non-communicative, no response to calls or emails. Waste of money and time. Reported the company to the BBB who also found them unresponsive and have now put them on a watch list.

Instead of the few weeks that it was supposed to take to get the visa, I had to cancel my trip because I didn't have either my visa or my passport. No one at the company would respond to my phone calls or my e-mails.

Communication was horrendous. I have left multiple voicemails for my representative Patty. I had to call in multiple times for updates and spoke with other agents. Patty does. Or answer or return phone calls. She does not return email as well. In addition, I left a voicemail for Phillip, who is supposed to be the owner or manager and have yet to receive communication back from him as well. I will be leaving reviews on all associated sites about my experience.

Thank you so much for all your helping getting Victoria's passport in a timely manner.
Everything went smoothly.

Communication with agent was good. I was very frustrated that it took a week, after my documents were approved, to receive a label so I could mail my documents to them.
I did receive my new passport by the date promised.

Today is Jan 29, 2025 and finally got my refund. Only 4 months late and 50 phone calls and 50 emails with no response. I believe these positive reviews are false because of all the people I talked to, I never spoke with a Patty or a Misty. I think the employees at Passports and Visas write the reviews because they are absolutely useless as customer service reps. Phillip Diack should be investigated. I looked at his picture on line and he looks like a picture on the JC Penney website.

Avoid this company. They are a bunch of scammers. Paid for expedite service but they don’t deliver. Had to cancel trip. All emails went unanswered, very unresponsive. Paid a total of over 600$ but never get the passport. That so called Misty - the account manager is unresponsive and never answered the calls, not sure if that person even exists.