All you read from others is true. Had I read the reviews before I started with them I never would have started. It is true. We NEVER got our passport, could NOT speak to a manager of any kind, did NOT get a refund despite the fact they never followed through. They said WE didnt follow through. 4 weeks before our vacation out of the country still no passpsort so we went with the process through the post office expedited service. We had no choice! STAY AWAY!