We paid IVS to get a passport w/ in 48 hrs on 1/6/2011, for $495. We were guaranteed delivery on 1/11, in time for departure on 1/13 at 7am. I asked if there is any reason that we would not have it and was told THE ONLY REASON we would not have it on time is if the applicant had outstanding money due to the gov?t, child support or other gov?t issue that would require add?l information. The passport was for a 9 mo old so the woman (she notarized a form, name can be researched) said you will ABSOLUTELY have your passport in time. We asked if the passport could be sent directly to us, we were told we would have it sooner if picked up at ATL Airport location. On 1/11, I spoke with James multiple times and he had NO idea where the passport was. We then spoke to manager, Chris, who also, could not provide tracking info of where/when we would have the passport. We were NEVER apologized to, accommodated in any way, only to end up missing our trip & paying an ADDITIONAL $886 to reschedule. We knew that the office at the airport closed at 7pm, and never rec?d a call at the end of the business day to notify us to adjust our travel plans accordingly. The flight left before IVS opened the next morning. The passport arrived on 1/13 so we picked it up and expressed our dissatisfaction to Chris. On 1/14 I spoke to Patsy Wolf, CEO, via phone, while expressing my dissatisfaction and request that they refund the processing and shipping fees, she said she did not want us as a customer, and hung up on me. Poor business practices. If IVS cannot provide the service, they should refund the excessive fees. We would not pay $495 to have the passport expedited if we were going to reschedule the trip and incur $886 MORE fees. This should have been properly disclosed. We paid for a service we did not receive. In looking at the passport, the issue date is 1/11, how would we have it on the 11th, if it was issued on the 11th, yet ordered it on 1/6? That is not 48hr turnaround. Purchase_Price: 495.00