City of Sweetwater Passport Office

Horrible experience. Sonia is terrible and she treats people like dirt. The city should reevaluate their personnel in the office and focus on service to the public. We pay for these services and she made me feel as she was doing me a favor, she even threaten to not do my passport

Let me say that i was a little concerned about going in to this office to get my kids and my passport. We are first applicants and the reviews i read through here where horrible!!! But i only had a day off and i needed to get this done today and my local post office recommended me to come here. Once i get here i barely made it to the last spot of walk ins that they where taking, i was sure i had all the necessary paperwork to do the transaction, and one of the ladies that works there checked my paperwork which was almost complete except for my kids residence cards, so i ask her if they can wait for my husband to go home and get them and she said: sure! As long as he comes back by 3:45 because appointments start at 4:00pm, and it was about 3:15pm, so my husband leaves and this nice lady tells me again «let me get started with your pictures so that when your husband comes we are ready». Then she comes back out at 3:43, my husband wasn’t going to make it, and she says «look somebody just cancelled their appointment so we’ll put you at 4:15 to give your husband time to get here» she was awesome! She really cared! My husband finally comes back at 4:15 and we start the process and the other rep at the processing window notices that we have all of our translations expired… Crap! I have been here for so long and i won’t be able to finish this today?! But there is a notary public next door, let me go and pay her to get new ones, the notary public tell me she will take about 45 mins to do them, so i gave up… I went back and told her the time and she said: don’t worry we will wait! If we have another appointment we’ll just skip you! Bottom line: it took me about 3 hours to get it done, but they worked with me all the way and helped me to get everything done today… Great customer service is what i experienced today and a true will to help the public. Thank you!

After a HORRIBLE experience at the local United States Post Office, I called here and was helped right away and given an appt rather quickly. The agency is located NEXT to the Sweetwater Police Station.
I showed up the very next day for my 6:30pm appt.
I walked in at 6:20pm and was helped by 6:35pm.
Diana the passport agent that helped me was fantatsic and quite friendly.
She answered all my questions and was very professional and helpful.
I would highly recommend going. Obviously if you go without an appt. in the early hours of the day (before 4pm) you will run the risk of waiting just as you would at any other location that has a wait, but if you make an appt. you should be out of there within 30 minutes no problem. Very happy with my visit.

Let me be honest, the first time I walked in I ran right out! I didn’t have an appointment and I walked in to a packed waiting room with no one at the windows to direct you.
As soon as I left I called to make an appointment, and surprisingly enough they had an opening relatively soon.
The day of the appointment I arrived on time and was immediately ushered to a window where the friendly and efficient employee took care of me. I was in and out in less than 20 min!
I was pleasantly surprised at how easy and smooth everything went.

5 stars!
I have been there three times due to the fact that i haven’t had all the correct information but i have been helped by everyone very well. no complaints!
As a matter a fact i have received my Passport within a reasonable time and been attended to very well.
Truly recommend.

One star because they open on Sunday without an appointment. Other than that this place is as bad as it gets. First, the place is a hole in the wall, small, and in a not so nice area. They open at 10 and getting there at 9:30am there was already a line outside. We made #4. All excited, we filled out the application (not lengthy, really), and waited for our turn. When we got called about an hour later, the ghetto, unprofessional, nasty lady working behind the window looked at the papers and said I needed to get ANOTHER number because the application was filled out in blue ink, and it needed to be in black. Fine, my mistake for not reading thoroughly, but get another # so I can fill out an app that takes tops, 2 minutes? I asked nicely if she could please let me fill it out quickly since I had a 3 year old that was already very anxious to leave, and she said «No, sorry. You need another #.» If it wasn’t because I needed expedited service and I was with my son, I would have sent her to fly a kite and not in a nice way, but instead I grabbed another #, this time making #16! Got out of there at 12:30pm. So sad to encounter people with such lack of consideration and empathy.

Holy moly, I think my mouth is still hanging open from the shockingly horrible experience I had when I came to the Passport office at the City of Sweetwater.
Let’s break down the waste of time that occurred:
Minute 1: Enter passport office. I’m the only person there that needs help. Five chatty women behind the desk.
Minute 2 – 4: «Hello.?» trying to get someone’s attention here. The gossip sounds really juicy so I kinda understand the distraction.
Minute 5: Finally get someone to look over in my direction! Yay! Now, I very clearly need my passport renewed with my new name because I got married.
Minute 5 – 8: I am given a form to fill out without any explanation. The young lady helping me seemed really uninformed and was giving me conflicting information and/​or information that made no sense. «This form, uh no, that form, this form you can mail out, this one too, this difference you ask, is we mail this one out from here…» You get the gist.
Minute 8 – 18: After spending a good 10 minutes filling out my form and preparing my check (had to look at the bulletin board for prices since no one was paying attention to answer my questions) I spread out all my documents on the desk with my pictures and all.
This is where things turn from bad to worse.
Minute 18 – 21: I slowly watch as four out of the five ladies (including the one that was helping me) get up, grab their purses and… LEAVE.
LEAVE…without looking at my dopey «I just filled everything out, yay!» face as I watched them start walking out.
…
…
…
…
«Um. Hello? Are you leaving me with all this paperwork? Uh. I just finished. Hello?»
She didn’t even look back. What???
The girl who stayed behind finally noticed me and said, «Oh, sorry out that» and started reviewing my papers.
«This… Isn’t the right form. This is for minors/​first time passport»
«What!!!»
“Yeah. she obviously didn’t look at your passport. «
…
“Take this *new* form, fill it out and mail it.»
«Are you serious?»
Minute 21 – 25: Ensue a variety of «WTF» and «derpa derp» faces.
Ultimately, I spent over half an hour filling out an incorrect form and being blatantly ignored despite me being the only «customer» there. Can we rally to rename this office «Facepalm Inc»?
If you’re looking to do any sort of passport business, please avoid this incredibly rude location. The people either don’t care about their jobs, or just don’t know how to do them. I’d wager on both.
Yes, they’re open till 8 PM on weekdays, also on the weekend, but let me tell you how not worth it that is. Good luck!