ComplaintsforShip IT at Total Choice SHPPNG

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  That it's advertised they do passport things. I went in to do such with an expired Passport. I had paperwork with me showing showing that I was doing a renewal so to speak it was the proper paperwork I gave them my passport they inform me that I filled out the wrong paperwork and I needed to fill out this other paperwork which they helped me with send it off to the government and here we are middle of November And I have no passport we in the meantime scheduled a vacation for ******* went back to the ship at store and was informed by them that there's nothing they can do for me because they're not an authorized passport agency that I'd need to go to the courthouse set an appointment to get a new passport I contacted the courthouse they inform me for me no I need to go to a *********** to do so So basically what I'm saying is remove passport information from your website because we as the public are going in with the assumption that you know what you're doing obviously you do not so here I am trying to get my passport for a ******* vacation that *** not occur now due to being offered passport services by your company and you offer a service you know nothing about which looks like it is going to cost ME well over $1000 for a vacation I won't be able to go on due to being told I had the wrong paperwork filled out after having my old passport in hand and looking at it and told to fill out and send in this other paperwork that turns out to be the wrong paperwork. And again I had the correct paperwork in hand filled out ready to send. I told them and now you that they should not be offering up a service they know nothing about which is shown in bother cases in 2 visits(told to fill out wrong paperwork and then told I have to go to a courthouse to fill out the correct paperwork but need to set an appointment with them before doing so. Called the courthouse to be informed by them that the postoffice is were that is handled).

  Business response

  11/09/2022

  We dont expedite in-house, this is something that an organization we belong to does offer and that is not a service we are able to do.  We will call the organization to remove from our website.  However, we didnt take any money from this customer and just because we say we dont offer something doesnt mean that cost them anything.  The local post office handles all of this.

  Business response

  11/29/2022

   

   

  Response:

   

  Our website and social media verbiage clearly indicate that we take same-day photos for ** Passport processing. Since we are a retail shipping company, we can also mail renewal passport applications. We do not offer any more services than that. https://shipitpella.com/passport-photos-2/  This page has not been changed in over 5 years.

   

  It is the customers responsibility to understand what is needed to obtain a passport, and often we will refer them to the ** ********** of ***** website for current information or to the ****** County Court House Vital ************ for additional information as there are various reasons the mail-in renewal process cannot be used.

   

  If a customer requests to send in a passport application for renewal, we will review the application to ensure it is the correct form and verbally confirm with them that it is a renewal. The application, the old passport, a new photo, and a check to the US **** of ***** must be included in the envelope. The form must be completed by the applicant.

   

  In this case, ***************** came in with his old passport and a new passport application form stating he needed to send in his passport for renewal. Our staff indicated to him that the form he had completed was for a new passport. He insisted he needed to renew it and had his old passport in hand. We provided the renewal form. He completed that, and we sent that in with the old passport. Our staff did not verify if he was eligible to use the renewal form as he had his old passport in hand. I am not aware of the expiration date on his old passport, but there is a grace ****** of 5 years after it expires to use the renewal mail-in process. There are multiple questions at the beginning of the renewal form to help the applicant understand if they can use the mail-in renewal process.

   

  Ship It can add additional disclaimers to the passport processing page to indicate that our company does not offer consulting services for passport processing and does not represent the US ********** of *****. All passport eligibility questions must go through a government Vital ******************* Our closest office is the ****** County Court House. The ***** or ********* post offices do not offer passport services of any kind.

   

   

   

   

  ***********************

   

  *******!

  809 West 8^th Street

  *****, ** 50219

   

  Phone: ************

  Web: ***************

   

  ******* is OPEN

     Weekdays: 8:30 am 5:30 pm

     Saturdays: 9:00 am 1:00 pm

   

   

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