Passport Renewal • Lost, Stolen Damaged Replacement • New Adult Passport • Child Passport • Passport Pages • Name Changes • China Visas • E-Visas
Written by the business, not verified by us.
Is Passports and Visas.com legit?
Passports and Visas.com (www.passportsandvisas.com) has a 3.2 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Legal Services & Government and its reputation is mixed. Opinions are polarized: 54% rate it 4 stars or higher while 40% give 1 star; The business has replied to 1% of negative reviews; 52 of them were added in the last 12 months. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers generally find the staff professional and incredibly helpful, frequently praising specific team members for making the stressful passport renewal process smooth, simple, and efficient. Many people also appreciate the remarkably fast turnaround times and the clear communication provided throughout the entire service journey.
However, some customers also noted severe difficulties regarding communication, experiencing unreturned calls, full mailboxes, and completely unanswered emails when trying to reach out. People frequently experienced prolonged unexpected delays and felt thoroughly ignored when attempting to contact support for urgent status updates on their important documents.
Auto-generated from all reviews of this business. For reference only.
Did not provide service paid to renew a passport. Did not provide customer support. Rarely communicated through email or by phone. I paid for 3 days service on Nov 3rd, 2024 and after 2 months received my cancelled passports. In the meantime, I went through the state department to get a renewed passport. My advice: do not use private passport companies. Go through the state department directly. I went through a nightmare with a great deal of extra expense.
DON'T!
DON'T!
DON'T!
If there was an option for a zero star, that would be our choice.
We didn't trust all the negative feedback since our company used their service in the past.
Geez, how wrong we were.
First, they never filed for the visa we needed for 2 weeks (which supposed to be an urgent filing).
The paperwork stuck at their office the entire time.
Then, because the trip is cancelled no thanks to them, they never responded to the request of sending the passport back for another 2 weeks.
Their call center is a bottomless pit that no matter how many times you speak with the agents, all they can do is to "escalate the case" which means sending an email to the office and that email is never get to be responded no matter what.
Their office phone number (not the 800 call center number) is also not a useful one because nobody answers it.
We involved our attorneys and only then, they "find" the passport and send it back to us.
Long story short, 4 weeks later, paying almost $500 for exactly nothing.
DON'T USE THIS COMPANY FOR ANYTHING!!!
15 days to do a 3 day job hung up on me when I called
Bought 3 day service 10 days before my trip.
Day 1 couldn't send documents overnight because after 6 phone calls nobody in their office could manage the complicated process of sending me a shipping label. Paid $150 extra to overnight it myself.
Day 2 they aren't available for delivery
Day 3 Sunday
Day 4 delivered at 9:07am...they then do nothing with it that day...epic!
Day 5 they substitute the passport
Day 6 processing
Day 7 (they should have received it)...no call no update I call 5-6 times. They start to hang up on me
Day 8 they still don't receive it. Again I call several times and get hung up on (mostly by MJ).
Day 9 No update. They put me on hold to go through everything in the office and ultimately hang up on me...could have overnighted it for me to leave on time on day 10.
Day 10-14...crickets.
Day 15 email saying it was done and being sent.
Don't use this service!
They don’t pick up the phone and have no idea what’s going on. Don’t recommend using this company for your passport. Paid for emergency expedite and had to move my flight since they were not up to expectations and messed up a lot.
The response, explanations, and support were spot on. Outside of their control but should be mentioned as it happens to me my passport was issued at the discretion of the State Department for only one year.
Worst communication and service for traveling I have ever had to deal with. gave my passport a month and half ahead of time with a company promise 4-10 days max. 2.5 months later still no china visa and no passport. i had to cancel trips cost me alot of money outside of just the service fee. recommend no one have to ever deal with this company very unprofessional
Misti was amazing she helped me get my paperwork done and all correct. I sent in my stuff Tuesday and had my passport a few days later. She was so sweet and thoughtful answering all my questions (which were a lot). She definitely deserves a raise.
Everything went wrong! I am still waiting for a call from the big boss to discuss why I should not reverse the charges on my credit card. It took 7 business days not including a possible delivery day of a Saturday, and I paid for the expedited 3 day service. After day 2, I received zero communication AND I was hung up on by a company rep when I called in. This experience was nothing short of abysmal.
I have the same experience as another customer. Their service is horrible.
My daughter flew on her dual citizenship passport to see us for the holidays but returning to the US means I need to get a new passport.
I applied for expedited visa, two months ago. They took my $450 and my passport. NOONE HAS returned and single phone call or email since then. I must have called and emailed 15 times.
The rep assigned to the order is Philip Diack, apparently an owner. Unreal waste of time. I am not sure he is checking the email or phone. Also, check Yelp reviews for Colorado office, basically summarized my experience. They have been collecting money and leaving people hanging, causing them miss their trips, waste huge amounts of money.
The customer service is horible
So DO NOT USE THEM under any circumstance.
3rd time using this service. Previous service was great; this time was horrible. The original assigned agent (Mike Sosa) was no longer in service, yet email communication continued to be received under his name. My attempts to respond were rejected since the email address was no longer valid. Whoever had been newly assigned to my service request was never identified. My request for accurate amount for the check to Dept of State for passport book + passport card was deflected with a response from Ariana that I look it up myself. Really? With the service fee having been paid, YOU can't give me information that should be readily available in your office? The passport application submitted CLEARLY had my current address showing on line #1 and #2, yet correspondence (from the ghosted Mike Sosa) contained a prior address. I called and provided the correct information - yet when the email notice of passport mailing was received (still from the ghost Sosa), the full address wasn't shown. I made MULTIPLE calls requesting correction and to speak with a manager - without effect. Finally got an email (Lily Caldwell) stating "it appears that you left out your PO BOX on the passport application you filled out". Again - really? Too bad for her that I kept a copy of the documentation submitted showing COMPLETE address information. The passport book was received -- but without the passport card. Only after contacting their office to find out status of the passport card was I informed that the card would be sent separately in another 2 weeks. That information should have been forthcoming at the point that the passport book was being sent. This agency takes ZERO accountability for their errors and has absolutely provided ZERO customer service. I will NEVER use or refer them again.
Applied for expedited visa, two months ago. They took my $450 and my passport. NOONE HAS returned and single phone call or email since then. I must have called and emailed 15 times.
The rep assigned to the order is Philip Diack, apparently an owner. Unreal waste of time. I am not sure he is checking the email or phone. Also, check Yelp reviews for Colorado office, basically summarized my experience. They have been collecting money and leaving people hanging, causing them miss their trips, waste huge amounts of money.
So DO NOT USE THEM under any circumstance.
I have my send them money to help with a visa. My service rep assigned to the case is Phillip Diack, who happened to be the owner. It’s been 2 months, they have not returned a single email or phone call. They have my money and my passport.
I don’t understand the good reviews here.
I was disappointed with the communication process.
I was disappointed with the communication flow. Email was only used during the information gathering process which delayed the timing. I paid for express timing with a personal helper but due to the use of email communication, the timeline was longer than originally scheduled.
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