VisaHQ.com

Complaint ID: [redacted] Client name: ***, [redacted] Complaint date: 09/30/Our response: VisaHQ strives to provide a positive experience for each and every clientUnfortunately, due to holidays, processing can sometimes be delayed by the embassy or consulate for several business days, which is why we recommend that clients do not wait until the last minute to obtain their documents and to not book any confirmed air reservations until they have the documents in handDue to the delays involved with shipping and as a gesture of goodwill, VisaHQ is willing to refund this client’s service feeHowever we will not be refunding any Embassy fees or airfare, as the client did receive a valid year multiple entry visa

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Upon receiving the Russian Visa at the Embassy in Houston, a representative of VisaHQ had an obligation to make sure that the dates of the visa matched those on my orderHad that occurred, the Visa could have been corrected right away by the Houston Embassy before the Visa was shipped to me in Oxford, MS Regards, [redacted]

Do not do business with VisaHQ! I highly recommend that you find another company to provide visa and passport servicesThis company will charge you up front for any services that you requestIf they cannot fulfill your order for services, they will not refund your money! I ordered additional pages to my passport in and paid $When I returned from international travel in early 2016, VisaHQ advised that the Department of State no longer offers additional pages for passports but instead requires a passport renewalI requested a refund, and they refused to refund my moneyI filed a dispute with my credit card company, but too much time had elapsedVisaHQ would not respond to my credit card company's request for a refundI highly recommend that you do not do business with this companyIf they cannot provide the service that you requested, you will lose your money and never get a refundThis is not a reputable company that you can trust with your business

Complaint ID: [redacted] Client name: [redacted] , [redacted] Complaint date: 07/16/2015> Our response: This client was issued a valid electronic visa (E-visa) from the Turkish governmentWhen the client contacted us about his experience at the airport we contacted the Embassy of Turkey and were told that the E-visa issued to the client was valid and they are not aware of why the immigration authorities at the airport would have rejected entry for the traveler, as visas are not even issued arrivalUnfortunately, without any information, we cannot verify the client’s claim and can only go by the assurance from the Government of Turkey that the visa issued was valid and should allow the client to travel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: they were the cause that my passport didn't reach me in time which made me lose my flight to china iam still insisting that I talked to mr rayan k [redacted] and he asked me not to worry that my visa is ready and he will send my passport to be with me the next day which didn't happen so it was his responsibility 100% ,I was a regular customer with them and now they made a mistake and they should bear responsibility iam asking for the the refund loss on my airticket which they caused Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Upon receiving the Russian Visa at the Embassy in Houston, a representative of VisaHQ had an obligation to make sure that the dates of the visa matched those on my order. Had that occurred, the Visa could have been corrected right away by the Houston Embassy before the Visa was shipped to me in Oxford, MS.  
Regards,
[redacted]

Thank you for contacting us again and bringing this matter to our attention. We recognize that applying for a visa or passport can be a stressful process, and we aim to make it as pain free as possible.In reviewing your file, we are unable to approve a refund at this time, since we advise all clients to not confirm their transportation until this visa is approved, however as a goodwill gesture we can offer 50% off on any future visa or passport service fee.Feel free to reach out to us if you have any additional questions or comments.Best,VisaHQ Customer Care Justin * C[redacted]Corporate Account Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: they were the cause that my passport didn't reach me in time which made me lose my flight to china iam still insisting that I talked to mr rayan k[redacted] and he asked me not to worry that my visa is ready and he will send my passport to be with me the next day which didn't happen so it was his responsibility 100% ,I was a regular customer with them and now they made a mistake and they should bear responsibility  iam asking for the  the refund loss on my airticket which they caused
Regards,
[redacted]

Do not do business with VisaHQ! I highly recommend that you find another company to provide visa and passport services. This company will charge you up front for any services that you request. If they cannot fulfill your order for services, they will not refund your money! I ordered additional pages to my passport in 2015 and paid $206. When I returned from international travel in early 2016, VisaHQ advised that the Department of State no longer offers additional pages for passports but instead requires a passport renewal. I requested a refund, and they refused to refund my money. I filed a dispute with my credit card company, but too much time had elapsed. VisaHQ would not respond to my credit card company's request for a refund. I highly recommend that you do not do business with this company. If they cannot provide the service that you requested, you will lose your money and never get a refund. This is not a reputable company that you can trust with your business.

Complaint ID: [redacted] Client name: [redacted] Complaint date: 09/30/2015 Our response: VisaHQ strives to provide a positive experience for each and every client. Unfortunately, due to holidays, processing can sometimes be delayed by the embassy or consulate for several business days, which is why...

we recommend that clients do not wait until the last minute to obtain their documents and to not book any confirmed air reservations until they have the documents in hand. Due to the delays involved with shipping and as a gesture of goodwill, VisaHQ is willing to refund this client’s service fee. However we will not be refunding any Embassy fees or airfare, as the client did receive a valid 10 year multiple entry visa.

Complaint ID: [redacted] Client name: [redacted], [redacted] Complaint date: 07/16/2015   Our response:   This client was issued a valid electronic visa (E-visa) from the Turkish government. When the client contacted us about his experience at the airport we contacted the Embassy of Turkey and were...

told that the E-visa issued to the client was valid and they are not aware of why the immigration authorities at the airport would have rejected entry for the traveler, as visas are not even issued arrival. Unfortunately, without any information, we cannot verify the client’s claim and can only go by the assurance from the Government of Turkey that the visa issued was valid and should allow the client to travel.

Complaint ID: [redacted] Client name: [redacted], [redacted] Complaint date: 07/16/2015
align="JUSTIFY">  Our response:   This client was issued a valid electronic visa (E-visa) from the Turkish government. When the client contacted us about his experience at the airport we contacted the Embassy of Turkey and were told that the E-visa issued to the client was valid and they are not aware of why the immigration authorities at the airport would have rejected entry for the traveler, as visas are not even issued arrival. Unfortunately, without any information, we cannot verify the client’s claim and can only go by the assurance from the Government of Turkey that the visa issued was valid and should allow the client to travel.

We are aware of the situation and have worked to the best of our ability to address the situation. Unfortunately given the very nature of working with travel visas this is a situation in which the ultimate determination of valid travel dates was determined at the discretion of the Russian...

government. On March 19th, 2016 [redacted] placed an order with us for visa assistance with a tourist visa to be issued by the Russian consulate in Houston. On March 21st she returned to us requesting a change to a business visa and for us to request an electronic letter of invitation aka “telex” on her behalf. We charged her the additional fees for this invitation and sent off a request for said telex to be generated in 5-6 business days.On March 30th her telex was received and her application promptly submitted to the Russian consulate in Houston taking special care to ensure that all the dates matched and the documents properly organized.The visa was granted by the Russian consulate on Wednesday, April 4th, 2016 and shipped back to [redacted] just in time for her trip to Russia departing the coming weekend. On Thursday, April 5th Ms Belden-adam received her passport and called our office after hours bringing to our attention a discrepancy of one day between the valid date on the visa and her set departure flight that would prevent her from boarding her flight.After reviewing our notes, copies of her applications forms and discussing with [redacted] we learned that this discrepancy arose from a secondary telex also sent to the Russian consulate by the US Embassy in Moscow on her behalf. As such there were two invitations provided for her application and the Russian consulate chose to grant the visa according to the dates provided by the US Embassy rather than the one we obtained for her. We contacted [redacted] to explain the situation and offered her free return shipping by which she could send back the passport to our Houston office and we would attempt to fix the dates before her trip by returning the passport to the Russian consulate and explaining the mistake. Given the limited timeframe at that point [redacted] declined to risk sending back her passport and instead told us that she would be cancelling her trip.

I wished I could read all these reviews earlier before becoming their next victim. They don't even deserve to get 1 star from me. Very fast deduct the money you paid online. You have to bring your documents along to their office. The staff then make a copy and fill in the online application. But still with full of mistakes. Calls can't reach. Giving excuses when you can't take it anymore and ask for a refund. They should write a movie transcript since they are so creative in thinking of so many reasons when giving excuses to customers.

I would like to complain about my experience with VisaHQ, in particular, Karim Mohsen.

I submitted my documents and passport for Tanzanian visa in their Dubai branch more than 1 month before the trip (as it was advised by their representatives).

I received an email from Karim Mohsen that my application was submitted by him. I clearly stated that me and my husband were going to travel on 11 January 2018, which was also shown in the application and my booking documents.

As my husband received his passport, I called to their office and asked to be connected to Karim Mohsen but received a response that he is busy, but nothing to worry as my application was submitted. I then followed up via email and again no response.

I then called to their office in Dubai again and some person called himself as Mohammed with a very annoyed and unpleasant intonation said that system shows that my visa should be ready only on 10 February so I should call closer to this time and that Karim Mohsen is on vacation.

After this I had to take situation in my hands as didn't receive any "support' from their team. When I went to Tanzanian Consulate, its representative said that they always inform visitors that application usually takes 2 month, up to 3 months. He remembered that my visa was submitted by visa HQ and that he informed them that it will be ready in February (which matches to what another their employee, Mohammed, told me on the phone - that the date in the system is shown as 10 February).

Therefore I have a question why Karim Mohsen, knowing that I should have travelled after 1 month, i.e. in January, didn't inform me that the visa issuance date is shown as 10 February? I took my documents and passport and was dealing with this on my own, not trusting their service anymore. But no one, Karim Mohsen in the first instance as the person responsible for this matter, contacted me after to reply on my email and to follow up on whether I received my visa.

I lost few thousand dollars because I had to cancel and re-book in a very short time my flights, hotel bookings and safari. It is obvious that it wouldn't happen if Karim Mohsen would bother himself to inform me that the actual date of issuance of my visa would be February or answer on any of my emails or phone calls.

Review: Order #[redacted] I ordered a Chinese visa through them for my wife and paid for 2 days process on Jan 9th. they received all the required documents on Jan 10th. My wife called them on Jan 10th to check up the process, they stated that she would get the visa in the mail on Jan 15th. we talked to 2 different people on the 10th, they all told us the same thing. but we did not hear anything back from them on Jan 15th, so we waited and still not heard from them. so we called them on Friday (Jan 17th), then they lied and told us the same thing again, saying that we would get the visa in the mail on next Wednesday (Jan 22nd), we waited again and still didn't get anything in the mail on that day. so we called on Friday (Jan 24th) again, they told us that we needed to send another document and the visa was rejected. so we faxed the document on the same day. but we received the passport along with documents back from them on Friday evening. Because of them, I have wasted their airline tickets, hotel rooms and they damaged my passport as well. the most ridiculous thing is they never even sent the documents to the China embassy, there was no marks on the application from the embassy at all. we have paid for 2 days process, it took them over 2 weeks, lies after lies and received the documents back without the visa. they did not refund our money either.

Dear [redacted],

This is a payment confirmation for your order #[redacted] which was submitted on

01/08/2014.

For security reasons this email contains only a short summary of your order.

Service Order Summary

--------------------------------------

[redacted] / China / Multiple entry (2 business days) / 243.95

--------------------------------------

Photographs: 0.00

Shipping: 15.00

Inbound Shipping: 0.00

Discount: 0

Order Total: 258.95

--------------------------------------Desired Settlement: I need the refund from them for the fees which I have paid for, the additional money for the damaged passport and an apology as well.

Review: I went online to the VisaHQ website that we have used previous years to renew visas for overseas vacations. After some time trying to figure out what information was being requested on the website, I decided to simply call the company and speak with them in person to ask a very simple question about what to do if we were not staying in a hotel, if the website stated that it wanted proof of hotel confirmation to be sent with the paperwork. I spoke with a young boy on the phone first, on 08/28/2013 at 5:19pm through the ###-###-#### number for the VisaHQ company, and noticed that thru most of the conversation he would respond to my questions in a very condensending way, as if he felt I was stupid for not knowing (or like everyone should know how the process worked and he had no time to be bothered). After his third time speaking to me in a very rude manner, I asked him for a supervisor and said I would no longer tolerate him being rude and obnoxious towards me, and he laughed and hung up the phone.

When I called back the same day, it was 5:22pm and this time I got a woman. I first asked the woman if all of the call centers for the ###-###-#### VisaHQ number were to the same call center for a manager or if there were different centers scattered, because I needed to speak with a manager regarding a person that I had just had a conversation with at their company. She immediately began interrupting me and asked if I was calling about a Visa or Passport. When I told her again that I was calling to speak with a manager, she cut me off and only wanted me to respond if I was calling about a Visa or Passport and refused to give me to a manager. When I asked her, again, if I could speak with a manager, she became extremely rude and said she "felt I was raising my voice to her, and she in fact was the manager". I tried to calm her down repeatedly by slowly saying that I promised I wasnt yelling but couldnt hear her very well and was calling from a cement building at the back of my job, and repeated that I had not raised my voice, actually apologized to her because she thought I was speaking too loudly to her, and once again asked her for a manager. At that point she very rudely shouted at me that she was a manager and asked "what do you want!". From that point on she went out of her way to verbally attack me I felt, intentionally interrupting me and not letting me finish a single sentence the rest of the conversation. She was horribly unprofessional and rude and kept cutting me off and speaking over every single sentence I tried to say, and interrupting me every time I tried to explain to her why I was calling (both my visa renewal question and to complain about the unprofessional kid that I spoke with first), even when I tried to calm her down by slowly and quietly explaining that I had not been yelling at her as she accused me of but simply couldnt hear her well and was speaking loudly because I thought she couldnt hear me. But when this individual cut me off again and stated that she "didnt care anything about my problems or complaints", I realized that no only was she likely out of the same office as the rude kid that had hung up on me when I asked him for a manager because of his sarcasm, but that she was just as unprofessional and condensending and prejudiced in her treatment of me. Both were, when I said I was renewing a visa to travel to family in Africa. And both made no secret of how rude they were gleefully being towards me. The woman who claimed to be a supervisor stated that the boy I spoke with at 5:19pm should have given a name and that, if he didnt, she couldnt do anything about my complaint of his treatment. Yet, when I asked her for her name, she flat out refused to give it, dispite me asking her several times. I doubt she was a manager, just by her complete unprofessional behavior and the words and tone she used. I think she was a co-worker of the kid I spoke with before her, and both were unprofessionals working out of the same office. After I repeatedly asked for a manager and or a corporate office address to write a letter, she first stated that there was no corporate office, refused to give her name once more and then hung up the phone on me. I would like to know if there actually is a corporate office for VisaHQ or if this is an unprofessionally run family business where the people on the other end of the phone, under the disquise of anonimity, can say anything and treat people any way they choose if you, the paying customer, has the audacity to waste their time by calling with a question that they dont like or to dare ask for a manager, as we would think we have the right to. I have given good money to VisaHQ in the past, but am willing to pay more to another visa company, rather than give a company that doesnt monitor the way it's employees treat customers another dime of my hard-earned paycheck. Shame on VisaHQ for allowing unprofessional employees to represent their company to the public.Desired Settlement: I would like to know if there actually is a corporate office for VisaHQ or if this is an unprofessionally run family business where the people on the other end of the phone, under the disquise of anonimity, can say anything and treat people any way they choose if you, the paying customer, has the audacity to waste their time by calling with a question that they dont like or to dare ask for a manager, as we would think we have the right to. I have given good money to VisaHQ in the past, but am willing to pay more to another visa company, rather than give a company that doesnt monitor the way it's employees treat customers another dime of my hard-earned paycheck. Shame on VisaHQ for allowing unprofessional employees to represent their company to the public.

Review: As residents of Colorado, we unfortunately needed to go through a visa agent to submit our visa applications through the Houston Consulate. I sent in all required paperwork (as listed both on the consulate website and the VisaHQ website) via tracked mail to ensure delivery of sensitive documents. My paperwork was delivered promptly and the countdown of the 15 day guaranteed turnaround began. The employees of VisaHQ are either unfamiliar with specialty tourist visas or unable to read the consulate website because I was contacted via email saying that I had not submitted acceptable paperwork. After a week of going back and forth via email explaining explicitly that I had submitted everything according the consulate requirements, I received no response. I tried calling 5+ times a day for 3 days straight before finally getting to a person (I would've taken a voicemail but that didn't happen either). I called the Houston number to speak with someone regarding the status of this "problematic" application so imagine my surprise when the extremely rude young man on the other end irritatedly said that I should have called the Houston office because there's a problem. I explained that I had tried to do just that. He said "well all the calls get routed to DC if the lines there are busy". This would've been nice to know had he identified himself in any way during our conversation. He was beyond unprofessional in his manner of speaking and seemed annoyed that I had called at all. We then left multiple messages with "Heather" but have no idea who that is or where she works. We never received a phone call response but a few days later got an email saying "Your paperwork has been submitted to the consulate". No salutation, no apology for not responding, no explanation of resolved issues. Since the "submittal" on May 22, both the consulate and VisaHQ websites indicate that our application status has not changed. The consulate specifically states a maximum processing time of 5 days (it has been 8) but has yet to process our application. VisaHQ remains unavailable for any contact. My trip is in less than 3 weeks and they have my passport and sensitive documents I would need to try and secure a visa through another company. I have tried relentlessly to solve this issue on my own but have failed. I need a visa or my paperwork back immediately so I can secure a visa through another organization.Desired Settlement: Either give me my visa or mail me back my passports and a refund.