Excellent
Based on 83 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Founded in 1976, ItsEasy Passport & Visa Services is a US Government registered passport and visa expediting company which has processed millions of passport and visa applications. For emergency passport or rush visa services, please contact our office 24 hours a day at 1-866-ITS-EASY. We specialize in securing expedited US passports and business and tourist visas for US citizens or non-US citizens residing in the United States of America. Based in New York City with retail service centers in Boston, Washington, DC, Houston, Los Angeles and Denver and with additional passport and visa processing centers located in key cities, ItsEasy is one of the largest and most established names in the business. We provide easy to understand passport and visa overviews, instructions and forms as well as technology including real time order tracking, on-line chat services, automated email updating, fully dynamic web site feeding off the most up-to-date requirement changes and the highest levels of digital security available. ItsEasy has a dedicated team of specialist ready to assist you and provide the industries only true 24/7 call center.
ItsEasy Passport & Visa Services (itseasy.com) has 83 customer reviews on Folks Told, with an average rating of 4.6 out of 5.
Showing 6 reviews with 1 star · Clear filters
Alec B.
This company is a total scam. They treak people with services , don’t put cost up front and charge you for visa, what it supposed to be a free deflation. Be aware of them! It’s fake company and has lots of bad reviews.
John M.
Our experience with itseasy has been a nightmare. We have filled out this paperwork multiple times, each with some type of error on their part. We ended up changing travel dates and may have to change them again. We paid for expedited service with them not knowing that the consulate was closed? Really?!? Shouldn’t they know that ahead of time? Wouldn't you advise the 'customer' that expedited would not be available due to that? It seems that these people either didn't know or decided not to say and instead charged for it. Please know that just as I am sharing just a fraction of our displeasure and disappointment with 'itseasy' because it has not been. Do yourself a favor and find someone else to go through.
Kwaku A.
I live in the suburbs of Boston, and I needed visas for my 2 kids for a trip to Ghana. Unfortunately, Ghana does not have a consulate in Boston. I had started the process of obtaining a visa 3 months prior to time of intended travel to make sure we would have the visas by flight time. I elected to use the concierge service offered by ItsEasy to ensure attentive service so that no details were overlooked. By about a month prior to travel we were still scrambling to get one document or another in. A week before travel all documents were delivered to the consulate in NY for processing. This was close but we had elected to use the priority consulate service that should have turned the passports around in time for travel. ItsEasy kept saying all was in order and that the consulate had yet to release the passports. Suffice it to say we did not get the passports back in time to make the trip. I took it upon myself to call the consulate, only to find out that they had been waiting on documents that they claimed they did not have. These were documents I had sent to ItsEasy. ItsEasy says they did deliver the documents to the consulate. In any case, rather than be in the middle of a case of useless finger pointing, I elected to take matters into my own hands. I obtained the case numbers from the consulate myself and uploaded the documents myself for the passports to be processed. I have the passports back. Though quite a bit late for the intended travel. The lack of good information flow between the Ghana consulate in NY and the ItsEasy team was wholly inadequate. ItsEasy's concierge service is not cheap! I would strongly recommend you use some other service if you need attentive and detail-oriented care for your travel documents. In my case, I would have been better off doing everything myself.
Viv
I used ItsEasy from ~2011-2015, without any major problems. However, my last experience with them was so horrible that I decided I was never going to use them. Avoid a CSR, Charles at all costs! I was applying for my visa for two countries, and sent the package to them with a clear note that I would email two of the invitation letters that were needed. I sent them the invitation letters the next day. I got an email from one agent that my application was missing paperwork, and I got an email from another agent that I didn't need to send any paper work because the consulate accepted the application as is. When I called, I spoke to an agent, Charles. The rudest, and most unhelpful customer service rep I have ever worked with. Didn't provide an iota of help! Per him, ItsEasy just takes the package we send, and drops it off at the consulate without looking for completeness - What! I had never heard of anything so absurd! In any case, thanks to their incompetence both my visa applications got messed up, and I had to postpone my trip. I refuse to do business with an organization that has such poor customer service.
michiko S.
Terrible customer service and best of all...they lost my passport, which merely needed a renewal. Got stuck in a foreign country having to start from scratch for a brand new passport.
Mary Ann D.
This company almost ruined what turned out to be a memorable experience!!! We were in need of a VISA for travel to Brazil. We started to work with this company the third week of September to start the process for Visas needed the first week of November, speaking with them on the phone several times and paying for and using their pre-document check services to be sure everything was in order. All of the required, original documents were overnighted to them on September 19, after they reviewed our package and assured us that everything was in order. On the next evening, we received a telephone message that they could not obtain our Visas in time for our trip and were returning our documents (what?!!!) and refunding all fees, which they did. How could they talk to us, provide guidance, review our documents, give us the green light to send the originals, INCLUDING OUR PASSPORTS, and then return our docs almost the very next day unprocessed? When called, someone said that we did not purchase expedited service. Three things wrong - at the time of our submission, their website indicated that we had enough time to obtain the visas and did not need expedited service; during all of our conversations prior to submitting paper work, no one said we needed to expedite the process; the embassy providing services for our area DOES NOT HAVE expedited service. Fortunately, we worked with another company that was able to secure our visas by the middle of October. No one could explain why we were told by ItsEasy, in mid-September, that there was insufficient time to secure Brazilian visas needed for early November. You be the judge. UPDATE: I stand by my experience with this company despite the response written below by the company. I understood fully when I was told that I could submit my paperwork as everything was in order. Have the document from the company that gave me the go-ahead; there was no lag time in providing the document, was sent out the same day overnight and received by the company the next day. Each person that I spoke to KNEW that my application needed to be serviced by the embassy in Miami. I am troubled by the statement that they could have kept my materials and said nothing. I think I fully understand that statement. You draw your own conclusions. Finally, I did not work with a small agency to finally obtain my VISA. I am done with this. I had a wonderful trip.
Reply from ItsEasy Passport & Visa ServicesDec 27, 2016
Hi Mary Ann, To begin with, I’m sorry for the experience you had using our service, I wanted to explain a bit of what happened. Brazil visa applications must be processed based on where you live and most Brazilian consulates have limits on how many applications any expediting service can submit. As a FL resident, your application needed to be processed in Miami. The Miami consulate offers very limited availability and larger companies sometimes run into a capacity issues. For example, let’s say the consulate only allows 10 applications to be submitted each week and the processing time is 3 weeks. If we receive 20 orders within a few days that means that 10 of those are going to be delayed a week. The different levels of expediting service WE offer then dictates in which order the applications are processed (when you noted that the consulate does not provided different levels of service that is correct, but we do specifically for cases like this). In your specific case when you had placed the order it appeared we had openings, within days we had received so many orders that a backlog was created. By that time, even if you had upgraded to our Urgent service, we would not have been able to get the application submitted and processed in time for your trip. In a situation like this we have two options – either don’t say anything and then you end up missing your trip, or tell you that at this time we can no longer get this done and return everything to you as quickly as possible – we try to do the right thing but not intentionally deceiving you and trying to keep your money for something we know we can’t do. As you noted, we did provide you a full refund including the roundtrip FedEx shipping fees, which means we actually lost money on your order – but we’d rather lose money and give you a chance to find an alternative process than risk you missing your trip. As one of the largest companies in the world, this does unfortunately happen sometimes, and smaller companies with far less clients may not run into the capacity issues which would explain why you were able to find another service which could get it done in time. I do see documentation in your file that this was explained – I’m not sure if it was explained clearly enough for you to understand at the time – if it was, you would not have felt the need to write this review - and I’m am researching that with the teams involved to see if there is something we can improve on internally. Again, I am sorry for your experience but I am very happy you were able to get what you needed and make your trip! Sincerely, Mark Harris EVP, ItsEasy Passport & Visa
