Extremely poor service as I applied in… Extremely poor service as I applied in Dec 2020 for 2 passports with IDs. I paid in excess of 350.00 December 2020. I was informed that due to covid please expect extended delays. So we waited patiently. we did receive our passport IDs in late January 2021, but never received our passport books which unfortunately is the most expensive item within this transaction. we never received any notifications at all - phone, email or other. In October 2021 I started inquiring as it has been too long and no correspondence of any kind. They indicated sorry it has been over 90 days please apply again and pay again. After several conversations with US passport customer service and managers, communicating unhappy with this standard procedure. In this covid environment, I don't know many people who can just throw away $350 plus dollars. they are informing if nothing received within 90 days, to restart process and pay all fees. However, when I applied end of December 2020, they only informed me to allow up to 16 weeks due to covid delays. Nothing of this 90 day policy. The 16 weeks they informed me to allow is longer than the internal policy of 90 days to restart and repay US passport fees.

I initially called within 14 days of my… I initially called within 14 days of my travel date. I was on hold for 5 hours, literally,. Then when they finally got on the line, they asked for my locator number, then said that I need to monitor their website and if we dont receive them in a few days to call back. So I called back at 5am California time and waited for 1 hour to get an appt, the only appt available was the same day at 10:30am in El Paso, Texas. It was the only available appt in the country. My travel date is a few days away and we expedited and over nighted our passports. Their wntire system needs an overhaul, they have a completely out dated platform. Our only options are to push back our trip , thankfully we have trip insurance.

What a joke! What a joke!! I have no idea why they even have people working there. They can't give you ANY information or help you in the slightest. My mother's passport app was received on Jan 12th. It's been "in process" since then. I called to check on the status and they told me to call back on Feb 27th and they could schedule an appointment for my mother to go into an office to have it expedited. Well, my mother called the passport office today and they still wouldn't help her. The rep told her that there are no available appointments in her area. She can drive to Miami (which is 300 miles away) or she can go to Detroit. WHAT?!? They are advising a 76yr old woman to either drive 300 miles or hop on a plane. This is sickening. My mother is leaving on March 12th and I don't think she will have her passport on time. What a royal waste of time!

WORSE THAN THE DMV I do NOT give this place one star.....but there's no negative star option. This government agency is a complete joke. I am so disappointed in and embarrassed for this agency. More than 3 months waiting for my mom's passport. She's never traveled outside the country......we finally book a cruise for her 80th BIRTHDAY....and she will now not be able to attend. I paid for expedited....the idiot never processed it as expedited. I have spent over 28 hours on hold with this ridiculous place over a two week span. THIS IS NOT OK FEDERAL GOVERNMENT!!! NOT OK!!!!

Fantastic service! I never went through the process of getting a new passport after I got married and changed my last name, until I had to book an international flight leaving in less than 2 weeks. I was convinced I wouldn’t be able to get a new passport in time- then I found this company after doing a google search. I was still skeptical when I paid for the service and sent all of the documentation to them- turned out to be unnecessary worry. They received my package at their office on Tuesday morning with the completed paperwork and I received my new passport before 9 AM on Friday- just a few days later!! Awesome service. Answered all questions/emails/phone calls promptly. Couldn’t recommend more highly.