Now that the Russian Consulate packed up and left SF, using a service like this is pretty much essential unless you have months to wait. These nice people carefully reviewed my visa application that I drafted online and found a couple of my errors that would have been big problems. She fixed them right there and I was on my way in about 15 minutes, and got my Russian visa quicker than promised, in about 3 weeks. Very convenient location to BART and very helpful staff. read more

Russian Visa Processing Center ILS - St. Basil's Cathedral and the Kremlin, 6 December, 2019. - Passport & Visa Services Near Me - San Francisco, California

After much research, I found ILS. The staff was friendly, and answered all of my questions clearly. I was able to incorporate any corrections I needed to make to my application and submit my documents ahead of time. I am overall very satisfied with my experience. I was worried it was going to be a painful experience, and in the end it was very easy thanks to ILS. read more

Went there today, scoped out the office, saw a lady inside, unfriendly, and couldn't be bothered...asked her the exact size of photos needed: She replied; "Standard Passport Photos", I said, ok, but what size is that? because I just came deem the Wallgreens across the street, who asked me the same question, after batting this back and forth a few times it was obvious I was keeping her from her important personal phone work, and it was clear, she didn't know the answer...it's 2x2 inches btw. Came back and had the photos, she looked at my documents and dates and basically told me that I would need to spend $438 to get the visa back in time, I'm flying 18Dec. I could feel the vibe...I said: thanks, I don't think this service will work for me. Maybe it will work for you, but I don't want to give that company or lady my cash. Move along. Go somewhere else. Grumpy Russian speaking lady on premises. read more

Horrendous. Avoid this place as much as possible. If you have the money and don't happen to live within driving distance of San Francisco, just do a quick Google search and find a reputable visa company to go on your behalf. The employees have very little patience and show no empathy or concern if there is a problem with your documents. If you walk in and they're not helping anyone, you will just sit there and wait for someone to acknowledge your existence. One time I stopped by and one employee was texting and another listening to music. I don't care what you do at work when there aren't "customers," but when someone is waiting for help get of your #*€£¥**## phone. Please :) The beauty of this new location is that you can't just walk in if you have an appointment. You have to dial their number on the keypad and maybe they'll let you in. I arrived at 12:45 and no one answered. I kept dialing and dialing and at 1 they said they have a one hour lunch break. Per their site, their break is 1 - 2 PM not 12:45 am - 2 pm. I'm exhausted. That's it. read more

Russian Visa Processing Center ILS - Exterior of building - Passport & Visa Services Near Me - San Francisco, California

Fabulous, extremely helpful and kind staff! I came to apply for my son's visa to Russia in the peak of the season. The office was very busy and there were only two ladies working there, who was trying very hard to process all the documents as fast as possible. My paper work contained a few mistakes and even though there were very busy, they took the trouble to fix that for me! And helped me to write the letter to consulate explaining my mistakes in the papers. read more

With the closure of the Russian consulate, you now have limited options to get your visa to Russia. Let me tell you about my experience. I first made an appointment and then filed out the form to request a visa, but the SF ILS office is not listed?? So I tried to call to ask what to do. The phone line was not connected. Then I looked it up on Google Maps and it said the office is "permanently closed"? So I called another ILS visa office, in Seattle. The lady on the phone (from Seattle) gave me bad advice, telling me to mail my documents to Seattle and was not listening to me, got a bit angry when I explained I tried to call the San Francisco but didn't get through. She also told me to select "Seattle" on the visa website, which I did. Anyways, I showed up for my appointment in SF, expecting the office to be closed, as reported on Google Maps and with their phone not connected. Surprise! They were open! Note that there are a few parking spots in front of the building and a parking garage (possibly public?) on the other side of the street. I had to come a second time because my documents weren't printed very well (my printer was low on ink, which I didn't notice). I had it all on my phone, but they couldn't print my documents... Mea culpa. Also on their website they advertise they can take pictures for $10. But they don't. Another thing, I had to change my visa application online and reprint it because there were minor differences between the invitation from the tour operator and the address I put in the application. I've had Russian visas before, done in another country, and it was much cheaper, although it was also ILS. For some reason ILS USA is more expensive... Keep in mind you have to pay the mailing fee even though you do it in person, because they mail it to Washington, or so I understand. You'll also have to expect a rather long processing time of a few weeks for standard processing, despite the price. At some point the employee asked for the password I used, without giving me any reason for this request, and then got annoyed when I asked and wasn't able to remember it on the spot (I use a password manager to avoid using the same password on every website). She needed it because, you might have guessed it, if they send it to Washington and my application said "Seattle" (because that's what I had been told to do on the phone). I had to go outside because there's little to no cell signal in the building. I wish she had told me that on my first visit, since I had to change something else in the application anyway. In the end, I was finally able to pick up my visa. (The ILS office in the other country I got it before also charged a ridiculous fee to send it in the mail.) I would still recommend going in person to the SF office instead of mailing it yourself to Seattle or Washington, because you don't want to wait weeks to be told you need to change a minute detail in your application. You'll just need to be forgiving and patient. read more

Just picked up my passport with visa today. The process went smoothly. I went online and made an appointment (a must or you may be waiting for a long time in line). Then filled out the forms online. Bring the printed forms, passport picture, passport, signed agreement form (on their website) and fees (money order, cashier's check, cash. ) They even accept credit card with a 3.5% fee or personal check according to the signs in the office. But I just brought a cashier's check. Got there early and waited to be called to the window. Turn in everything and paid the fees. Came back at the date that they told me (about 2 weeks) and picked up the passports with the visas inside them. FYI, you cannot apply for a visa more than 3 months before your departure at the San Francisco location. read more

Very friendly and helpful staff. Helped to check all documents and gave great advices for the process to go smoothly.

I was looking for zero star, unfortunately I got only one star as lowest customer service quality. 1) The staff of this office do not answer calls and emails. 2) The worst person in this office is the cashier. She is very rude and when someone asks her a question, she just answers WAIT with a tone mixed with hostility and hatred. She uses body language in response to people. 3) Please do not GO to this office. They absolutely do not care about the people and their behaviour is very disrespectful. 4) People pay the staff of this office for their service and instead, they disrespect people as much as they can. 5) The staff of this office must first learn CUSTOMER SERVICE SKILLS and then work. read more

Just received my visa today, application process was fairly straightforward, personal was professional and courteous. Make sure all your documents are all correct, I had an invitation with a year in 2 digit format, that had to be redone to have 4 digit representation. Thankfully updated document could be submitted electronically without an appointment. read more

First and foremost, the address on here is correct and the address on their website is incorrect. They do not have a phone number so do not bother calling them directly. I don't know how I really feel about this place. I spent over two hours here trying to submit applications for a tourist visa. The office is quite small, there are only a few chairs in there and it seemed like most people were directed to wait around on the tenth floor. In addition, you must stay really quiet since there are other business around the building and apparently noise is not really tolerated. I highly recommend making an appointment, it doesn't appear that they take walk-ins at all. Some other tips: Bring cash, otherwise, there is a Bank of America branch in the same building right downstairs. I had to go downstairs to get more cash because you will pay for the 1. application 2. postage (they send it to Washington, DC even though you are there in person) 3. handling fee 4. any corrections they assist you with while you're in the office. So I paid a hefty amount because it was everything I listed above times 5! Be prepared to bring all your documents. If you have a child, you must have a birth certificate (although no where on the ILS website does it state that). I even tried calling ahead of time but the number listed on here was incorrect. I tried emailing them, but no one ever responded to my emails. Luckily, my husband had a photo of my son's birth certificate on his phone and that really saved us from having to come all the way back. There is also no passport photo service here either, but there is a Walgreen's right across the street if you need. FAST FORWARD ONE MONTH LATER: The day before we are supposed to depart for our flight, we finally get to pick up our passports and visas. GET THIS, out of five passports, only four came back. My dad's passport was still at the consulate in Washington DC. There was no possible way to get it sent back in time for our flight out of the country. I've called the consulate, who wouldn't release it and would not overnight it back. Luckily, our first stop was London, but since he didn't have a passport, we had to get a same day passport for him to leave the country in the first place. Another $250 and an entire day off from work to do this. My travel insurance wouldn't reimburse for hotels/flight costs due to lost or stolen passports. I was out of a lot of money and this company refused to refund the cost for my dad's visa. I couldn't file a claim for this because it was all in cash! He didn't get to join us in Russia, instead, I had to spend more money for a hotel for him separately in Europe. When I came back from my trip two weeks later, I finally got a call from them saying that his visa was ready to be picked up which was an entire 10 days after his entry date into Russia. Overall, I cannot recommend this service at all. read more

The experience of getting a Russian visa seems daunting but is not difficult if you follow the steps. It's finding what those steps are that is the hard part. == Follow the directions on this website == http://waytorussia.net/Travel/VisaSupport.html == Then confirm the costs of the visa on this official website == http://www.ils-usa.com/main.php?id=instruction&lang=en == Steps (check against Way To Russia website) == (1) Buy your plane or train tickets in and out of Russia. Print out the confirmations. (2) Pay $30 to get an "invite letter" from an online service that provides invite letters. The invite letter will ask you to select from a list of certain hotels in each city, but nothing commits you to actually stay or make reservations at those hotels. It only takes about 5 minutes to get your letter emailed to you. I used this one: http://waytorussia.net/Services/VisaSupport/Tourist.html?Submit=Get+It+Online+Now (3) Pay $80 to get travel insurance from TravelGuard. Not sure if this is necessary, but I did it. It takes about 5 minutes to get this emailed to you. http://www.travelguard.com/ (4) Fill out the online visa application on the ILS website, entering the info from the invite letter. http://visa.kdmid.ru/ (5) Get two passport photos. The office only asks for one, but the website says bring two. Every Walgreens does two passport photos for $13 - not cheap but quick and easy. (6) Make an appointment on the ILS website. This is not necessary because you can walk in, but I didn't want to wait so I made the appointment for 9 a.m. http://www.ils-usa.com/sign.up.php?lang=en&step1=1 (7) Get a money order for the exact amount. Mine was $283 ($250 visa plus $33 three-day processing with in-person pickup). The Chase bank on Market and 2nd is open at 8 a.m. so you can go before your appointment. (8) Go to 145 Natoma Street, Suite 2. I got in right at 9 a.m. Not a single other applicant was there. I was done by 9:10. (9) Pick up your passport 3 or 10 days later. Passport pickup hours are any time after 11 a.m. on the date of your pickup appointment, except 1-2 p.m. when everyone is out to lunch. Easier than it sounds! Zero waiting in line, and if you have your papers in order there should be no problems. read more

Just got my visa. I get my visa settled in a short time. Very friendly and helpful staff.

Best service, very professional stuff with long experience. Thanks to them my husband received a Russian visa 4 times, many times in short time read more

If only you could leave negative -10 stars. First of all the "customer service agents" who process your Visa make no secret of their obvious hatred for Americans. The women processing my visa asked me "what you want" upon arrival, so I knew not to expect much from the start. She answered her personal cellphone and made rude remarks about me in Russian to her co-workers and whatever friend she chatted with on the phone as she multi tasked processing my visa. I guess she found my normal concern and questions regarding processing time, and deadlines funny and my questions to be "stupid"according to the remarks she made in Russia, not knowing I could understand everything she said. Oh and at the end of the transaction she said "The Russian embassy can hold your passport for up to 30 days. Without warning." As she smirked. I would consider going ANYWHERE else for Visa services. They don't care about anyone nor do they pretend to. They ask you to pay in cash and become angry when you refuse. I assume they take a cut from the cash right as you fork it over, which is harder to do when paying by card. Untrustworthy, money hungry employees who treat customers horribly. read more

They were super helpful in helping me get my visa settled in a short time, despite mistakes I made in my application. Make sure you leave yourself a few weeks so you don't have to stress like I did. read more

We used ILS out Seattle for our Russian travel visa application, as you have to go through an ILS office rather than sending in your information to the Embassy or consulate. We did not contact the office before hand, just simply filled out our application online, selected Seattle ILS as the processing center and sent our required documents via usps to the office in Seattle. ILS than turns the paperwork in and sent us back our visa via post. All in all a good service and we got our visa's back about 2 weeks after sending them in. read more

This was great experience. Me and my little baby son had no appointment. We walked in and immediately were accepted. The whole documents process took around 5 minutes and the cost was not that expensive. The girl was very polite and nice. The office is clean and light. I will come here next time also! read more

I had a very similar experience as Kimberly C posted 7/5/2019. Applied for 2 visas 7 weeks in advance. Only 1 came back in time to travel, so we had to get a second US passport and scrap our Russia portion of the trip. Not refund was provided. I did have a phone number but unfortunately all I was told was that "everything is fine". read more

I've written six emails to six different ILS email addresses at least 10 business days ago and have not received any replies. The internet doesn't help with out of date information. read more

These pictures show their old location on Natoma Street but that office is closed. They may have a new office but you should call them to confirm before you drive super far and are disappointed. read more

You have to REALLY want to go to Russia to jump though all the hoops required to get that visa. I spent an insane amount of time and money on the entire process. The first trip to the ILS Processing Center was with a business visa LOI they kicked back because there was a small typo in Russian. I ended up having to pay a travel agency to email me a tourist visa LOI overnight, as every draft of a business LOI has a good 4-6 weeks turnaround since it goes through a gov office in Moscow. It took another 2 trips to the ILS Processing Center to give them the tourist visa LOI and then pick up my passport, but it did finally work. I would advise anyone who hasn't gone through this process before to read their rules VERY CAREFULLY, start the process at least two months before your flight, go for a tourist visa if it's an option (a lot faster), and make appointments every time you want to stop in to the office. They only see so many people and have limited hours; drop-ins are not always seen and need to be prepared to wait for everyone with appointments to go ahead of them. Also -- park on the street outside or in the garage directly across the street. I took public transportation the first time because I figured parking was a nightmare. It's not. read more

Given the other reviews online and my other general experience in dealign with services like this in the past I set my expectations extremely low. Quite surprisingly the experience was efficient, friendly, and relatively painless. Two things that helped out on drop off: 1) I made an appointment and showed up a few minutes early for it. There were several other people waiting who had just walked-in and because I had the appointment, I was able to jump the line and got served immediately -- but make sure you show up before your scheduled time as they only wait a few minutes before moving on, and 2) I thoroughly read over all of the instructions on the website and double checked (actually, triple checked) that I followed them when completing the app. The woman who helped me at the counter mentioned that many first timers don't fully read the online instructions and forget the invitation letter or the notarized document when dropping off for someone else. Pickup was equally simple - I came by a bit after 2pm on the designated pickup day (about 10 days after submission) and waited only five minutes to get the passports back. Only issue I had with the whole process was that when I tried to call them to ask clarifying questions - it went straight to a full mailbox - no more messages allowed. read more

Russian Visa Processing Center ILS - Passport & Visa Services Near Me - San Francisco, California

Extremely satisfied with the service. I needed to issue visa to Russia within relatively short period of time. I was given precise estimate of time and options which were available. They have also helped me with forms and required documents. I was happy to receive a phone call to collect my passport with visa a day earlier than it was estimated. read more

Getting a Russian visa was definitely not a walk in the park, so if you are planning a visit do your research and make sure you follow directions exactly! ILS does not provide all the services you will need in order to get your Russian tourist visa on an American passport, but they handle the actual visa application and are approved by the Russian embassies. Its a little more work but you save some money by going directly through ILS instead of a third-party visa service as there is no middle man when you work with ILS. The first things you should do are passport photos (you will need 2 photos - 1 to mail to ILS and one to paste to your application) and tourist invitation. I took advice from Mandy H.'s review and used Way to Russia (http://waytorussia.net/Travel/VisaSupport.html) to get my invitation. For $30, you will get your invitation emailed to you within minutes! ILS does not offer invitation services, so you will need to use a third party like Way to Russia in order to complete this requirement. If you are staying in Russia for longer than 7 business days, you will also need to register your visa upon arrival. There are websites that offer these services along with the visa invitation, so look at those if your trip will require registration. Next, you need to fill out the Russian tourist visa application (https://visa.kdmid.ru/PetitionChoice.aspx?AspxAutoDetectCookieSupport=1). This form is also completed independently of ILS. Everything is online, and you can save your work and continue later as long as you keep your application number handy. There are a number of pages that you will have to fill in, but everything will get consolidated on a 2-page form that is generated automatically upon completion. When you have completed the form, download and save the PDF copy...then print, sign, and paste your picture! Now comes your ILS requirements. Since I live in Hawaii, I went with the mail processing options instead of the in-person ones. If you have time and happen to be in the Bay Area, the in-person options are much cheaper! Check the website for the most updated document requirements. From my experience I needed: -cashier's check for the exact amount of all fees (consular, processing, Hawaii are what I needed but your amount will also depend on any additional expediting you request) -1 passport photograph -original passport valid for 6 months beyond the expiration date of the visa requested with TWO BLANK PAGES (ILS gets +1 star for accepting my passport with two blank non-adjacent pages, since other services I checked with would not accept it) -printed and signed copy of your tourist visa application -printed copy of your tourist invitation -customer agreement (between you and ILS) -service order form I had to read through the ILS website multiple times to make sure I wasn't missing anything. I came across questions a bunch of times, mostly when I was filling out my online visa application form and when I was waiting for my passport to come back to Hawaii. Calling their call center is definitely helpful...if you can get a hold of them. They are only on the phones during business hours, and there is a really long stream of voice prompts that you need to pass through in order to speak to an actual person (-1 star for these phone difficulties). After calling the call center, enter 1 (English), 3 (SF), 1 (visa info), 1 (tourist visa), and 0 (operator) to get a real person on the line. You can also try to email them, but good luck getting a response - the first time I emailed I got no response (ended up calling), and the second time I got an email response only because I called ahead and asked them to respond to my email (-1 star for email difficulties). Thankfully ILS will email you once your visa has been approved and they have mailed your passport back to you, along with the UPS tracking number. It would have been nice to get an email from their office when they received my documents, but since I had tracking on the package to ILS I was able to verify on my own that they were delivered. I was really shocked that they mailed my documents back via next-day delivery...living in Hawaii, next-day delivery from the mainland is not easy to come by! 10 business days after ILS received my documents, they were back in the mail and eventually at my doorstep on the 11th business day! Although there were some serious communication issues and I was confused during most of the application period, I am thankful that ILS was able to process my visa application just in time for my trip to Moscow. Now that I know the ropes, I'm sure my future visa applications will be much smoother! TL;DR - they will take passports with two non-adjacent blank pages, not very good communication via phone/email, and double check all the requirements before mailing your stuff! read more

This is a preliminary report. I did not understand the instructions and must return after I submit my application online. I thought that if I went in person and took a printed application, I should not submit the application online. I am doing this preliminary report in case anybody is planning to go there on Monday, June 12. It is closed that day. It says so on the website, but you might have missed that. There are two windows for tour agents, the middle and the right one, which is not marked as such. There is only one for individuals and one more for the cashier. The woman who helped me was polite but not warm, not that I expected that. I did not have an appointment since I was not sure when I would get there. I plan to make an appointment when I return. The woman told me that it would take about two weeks to process the application. One of the people who dropped in apparently did not know that applications can only be done online. No forms are available at the office. read more

They NEVER pick up their phone and take 24 hours to respond to an email. This was our first time getting a visa for another country, so we had many questions. We decided to pay more and go with another company that picked up their phones. Every person I got with A. Briggs was patient and kind. Gave me peace of mind knowing their workers are readily available. read more

Worse experience, I suggest avoiding these guys as much as possible. First, I sent complete visa documents for processing through registered mail. After checking my tracking number I noticed that mail man delivered documents to their office for 3 times, however, there wasn't anyone authorized to accept and sign for return label for 6 business days; they kept refusing the acceptance of documents. Second, I followed all the instruction on their website for visa processing and they sent the paperwork back with a letter that says (wrong type of passport) and no explanation on what is wrong about it. There is only one type of US Passport, what can be wrong about it, it's not expired and valid till 2020. They just send the paperwork back with no explanation on what is wrong, even when you follow everything exactly as in their website. My suggestion, pay 200 dollars more but go with a reputable Visa agency. read more

Do not ever GO here. This place is a mess!!! One clerk speaking poor English and very very rude. Even if you have an appointment, your wait time can be over 1 hour. Avoid this place at any cost. Hire reputable visa company and go from there. read more

I had a great experience with the ILS visa center in SF. They were efficient and made sure that I got my tourist visa on time. The staff are also wonderful people! Would highly recommend read more

They insisted that I make my Visa date the same day as my invitation... which was later in my trip. When I arrived to Moscow I wasnt allowed in the country and they sent me back to New York. Craziest experience of my life. I initially applied for a Visa with plenty of time beforehand and they made me change it and then this happened. read more

I had a decent experience. The ILS website has answers to a lot of questions so recommend reading it carefully in addition to the other sites out there. Things to know: (1) They are still open, notwithstanding the consulate closure. (2) As of January 2017 there was no option to select "ILS San Francisco" on the visa application, but the website said to select "ILS Washington," which the office confirmed on the phone. (3) They took my picture for the $10 fee, which eliminated my anxiety about whether my picture would conform to the Russian specifications. (Much conflicting information out there about whether you can use a regular US passport photo.) (4) They do take credit cards but there is a 3.5% service charge; I just used cash and they did provide change although I've heard they can't always. (5) The office is staffed by Russian personnel and although they are efficient they are not chatty and probably do not appreciate hearing your jokes about how you will meet Vladimir Putin, your complaints about Russian bureaucracy, etc. (dude at the next window was trying to be chatty and I was sure they were going to deny him just for that!). (6) They do a good job of reviewing the documents for potential problems, but as a result they do turn people away. Remember, the consulate will reject it if they don't, so it's actually a service to you. (7) Also, notwithstanding conflicting information on the web, they were willing to accept my visa more than 90 days out from my trip. This is worth calling to check on though. (8) If you answer "yes" to any problematic questions on the visa application (like former USSR citizenship, criminal record, etc.) they will ask for a letter explaining the answer (the visa form doesn't ask for this). They let someone else with such an issue write one out on the spot, but probably better to be prepared. read more

Great experience - make an appointment online and if you get there early - they take you right away. Their help line is available and the agents are very helpful. One tricky thing - when you save your data you get a new ID every time to keep your info secure. read more

Fees are alot more than listed on website. Went in yesterday to ILS office and it cost us $306 for each tourist visa. These were normal not expedited visas. This included a $33 processing fee, $30 visa app correction fee AND a $45 fee for them to mail to their Washington office to process. Online the $45 fee is only for international mailing so we questioned that. We were told these are their fees. Geez... if this is what we are in for before trip not sure if I want to visit this country! read more

This is a review for the ILS Houston office. We sent them our passports, and tracked the delivery, they received them April 8, 2019. We heard nothing from them for a month. I tried to call them (and the main office in Washington DC), fax them, email them, no response. I started sending them a fax and a email every day as we were leaving on our trip in late May. After a few days of this Tatiana called and said that they had misplaced our papers into "the June pile" and when were we really leaving. After a mad scramble we received our passports back with the visas 2 days before going abroad. They said that in the spring rush season they are too busy to answer the phone or their email. They cost us tremendous headaches and I strongly recommend that unless you live near one of their offices, so you can go in person, avoid them. read more

Fast and responsive to most of my calls to the center. Very helpful and visa delivered as promised one day before scheduled. Awesome working with these guys. I had a great time in Ulan-Ude and pla on many more trips. First time passport owner and 3 year multiple entries visa. Thanks to these guys. read more

Great service ! I had a lot of questions when applying for Russian visa. Called them in and Eduard helped me out a lot. Got my visa and passport back on time as promised. Completely satisfied with the service they provided. Definitely will be apllying with them next time! Thank you! read more

This was also posted on Trip Adviser, but is still true: I am off to Russia this July and knew about the trip months prior. I checked out all the "Easy Visa" places on the web and saw many positive comments. What worried me were all of the negative comments. If you have the time, lets say 1 - 2 1/2 months, you probably won't have a problem. I used ILS visa service through their Washington D.C. office. My traveling partner was from Phoenix and she used the San Francisco office. Their site said $263 for EVERYTHING and that is what I paid. I filled out the Visa form incorrect and that delayed the process for a couple days --- again, my fault not theirs. After that was fixed, and a couple e-mails and one phone call with Oxana in D.C. I ended up getting my Visa within 3 weeks. If you are going to wait until the week before your trip, yes, there might be problems. If you have all of your paperwork, Invitation letters, correctly filled out paperwork, ILS is probably a great place to start. Oxana was fantastic and helped make the process easy! read more

Quick and accurate replies by email and by phone. Excellent follow-up upon arrival of my package. Super fast processing for 3 3-year visas at the Houston office by mail service. I hadn't included 2 documents with my package and was emailed immediately upon receipt and was able to send the missing documents by email. A mere 2 weeks later, I already have tracking info stating that our visas/passports are arriving by Fedex today. Happy customer... read more

San Francisco office! It's ridiculous! You cannot get through them on the phone, it goes straight to voice mail! And voice mail is full all the time! You cannot leave a voice mail. Emails do not get returned! I have never seen such a terrible customer service in my entire life! It's terrible! No email follow up , no proper greeting, no sense of urgency. I sent my documents May 20th for just a transit visa and could not get them back in time by June 18th international flight. They work slow, do no take ownership and do not have sense of urgency. I'm extremely disappointing! I asked them to overnight the passport as I finally got through to them. They failed to do so! Obviously I would never ever trust them again and I will tell as many people as i can to never use them in the future. They are incompetent! No professionalism! I'm actually really sad I even picked them in the first place to trust my documents, passport to handle.The amount of stress they created for me, all the hassle I'd rather fly to San Francisco to do it all by myself! I'm from Colorado! NEVER! read more