Eric
Tiverton,#2UPDATE Employee
Thu, May 12, 2005
I am making a final rebuttal for this report. I was hoping that the individual who submitted his complaint would respond to my earlier response to this issue. He has not done so because I believe that we were not at fault for the situation that occurd and because of the fact that the gentleman received his money back as a customer service courtosy. If anybody has any concerns or questions about our service or service practices, please do not hesitate to give us a call. We are one of the world leaders in Passport and Visa expediting. We have locations Nationwide and do a lot of advertising on the internet. Please visit us at our website www.instantpassport.com or call us @ 800-284-2564. We look forward to servicing anybody with a need for a passport visa or birthcertificate. I thank everyone for their time and effort with this situation.
Eric
Tiverton,#3UPDATE Employee
Fri, April 22, 2005
I am the operations manager for Instant Passport, and I was quite concerned when I saw this report online. I have looked into the situation and I find some of this gentleman's comments to be false. The gentleman claimed that when he contacted us with the "new" information about him being married to a Chinese national we informed him that we couldn't help him. That is 100% false. We have documented notes of speaking with him and telling him all the new materials that he would have to send because of the type of visa he was applying for. He was to send the marriage certificate as well as the remaining embassy fees to complete that type of visa application. (extended stay visas are more expensive than tourist visas for the Chinese Goverenment fee, not our fee) He then stated that he would send the information to us to complete it, but the next day he contacted us and wanted to cancel. He had found another company that was cheaper and wanted to save money. We are a courier service. Applicants send their passport and visa materials to us and we bring it to the appropriate embassy. We had gone into the Chinese Embassy in Washington DC twice for this gentleman's applications. That is why we could not issue him a refund of our fee. We did begin working with the Chinese embassy to collect his visa fee back but that does take a little time. So his comments about us faudilantly depositing the Chinese money order initially is false. The only mistake that was made with this gentleman was telling him on his final conversation with us that it would take another 30 days to get it back because we were waiting for his check to clear. That was misinformation given by one particular call rep, who I have already spoken too. I only wish that he had informed us of his particular marital status from the very begining, then he wouldnt have searched for someone else and then try switch companies. I am not sure what else I can say on this, but we truely did the best that we could for this customer and had never told him we couldnt complete the application. We even went so far as to tell him what else he would need and he then said he would send it. I hope that you take the comments as well as you took Daniel's. Thanks for giving me the opportunity to respond on this matter. Sincerely, Eric B. Operations Manager Instant Passport 11 South Angel St Ste 241 Providence RI 02906