West Miami City Hall

Michelle Nelson

It says appointments only but they let people without appointments ahead of people with them! Horrible wait time.

Gined Lopez Ganem

We really appreciate the hard work of this office as they attempt to help folks during very difficult times. The staff went out of their way to help us out.

Annik Babinski

Terrible experience from the moment I walked in the door. Incredibly rude and unhelpful staff. When I asked a simple question about payment method for my passport services I was spoken to aggressively and dismissively. I was told I had to redo my passport application and I did. When I returned to the desk, I was told I would have to redo it again in black ink (I used blue ink). I would think that they would make a point to let me know the ink color before I spent 10 minutes redoing the application. They were unapologetic and spoke condescendingly to me. I'm very disappointed with the service at West Miami City Hall. I won't be bringing my business here. I'll go to Coral Gables instead.

Jeannette S.

My husband and I went about 3 weeks ago to get new passports. Before going I called to confirm if I can obtain passport with my last name changed due to me recently getting married. They informed me that yes, it would be fine as long as I have my birth certificate and my marriage license. As soon as we got into the place NO ONE acknowledged us nor did they tell something like “please make sure to have the application filled or if you don’t have one please get one here”. That was the first unprofessional mishap. I fortunately enough grabbed one and started completing it. They called a gentleman shortly after and then sent him back to his seat in a VERY rude way informing him that he had messed up his application to do it again. Then, we were called. I was completing the second application when RAISA ORTIZ said “you’re not finished? Imagine if I had to wait for everyone to finish. And by the way we close at 6:30 so that’s your problem”. I was fathom. I quickly finished the application and I informed her “I finished”. She then proceeded to say “well now you have to wait”. Mind you.. she’s the one who said we have limited time. As she was attending us the whole time she was so rude and so unprofessional. Giving us attitude as if she was highly frustrated with her job. She then said “wait, you’re getting a passport with your name change? But do you have proof cause I don’t see it?” I began explaining how I called days before etc. She then said “oh yes I remember your call but imagine I don’t think we can do that but ok ima do it but it’s your problem if they don’t accept it”. All of this mind you in an extremely rude way. As we began completing the process someone knocked on the door outside of the building because it was closed. The young girl knocking and no acknowledgement. She then called 4 times and no answer. In a business you need to at least inform them that they were closed. But no, she just ignored her until finally a gentleman leaving the office opened the door. As she came in she said “I had an appt at 6:30 and I’ve been knocking and calling and no one answered”. RAISA ORTIZ then said to her coworker “yeah leave her there”. AGAIN, no acknowledgement to the young lady no information no nothing. We preceded with our payment and the whole time again RAISA continued with her attitude. This is one of the worst service I’ve ever received. I can understand working with customer service may be challenging but there is no need to treat anyone the way she did. If she is not happy with her job then maybe it’s time to find something else.