Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This "service" doesn't include the cost of the passport application, meaning that they are just charging you $231.95 to fill out forms that cost nothing on the government website. That the cost of the passport itself is not included means that this service is a total ripoff. No one needs what they offer to fill out a passport application or expedite it. In addition to a refund, I would like them to expressly state on their website that they don't cover the cost of the passport or actually provide any help expediting anything.

  

  Business Response

  Date: 06/23/2025

  Thank you for taking the time to share your feedback. We're sorry to hear that the service didnt meet your expectations. Weve gone ahead and issued a full refund for your order.
  Our goal is to help simplify the passport process by offering step-by-step guidance, reminders, and live support along the way. While we dont cover the governments application fees, we try to make that as clear as possible during checkout and in our FAQs. That said, we know theres always room to improve, and your comments help us do that.

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began the process of renewing my passport online. When I realized this was a commercial site charging a processing fee above the actual cost of the passport fee I requested that the transaction be canceled. They charged my card anyway. I emailed to ask again for the transaction to be canceled and they refused. I requested a refund and the response was that I didn't qualify for one. HOWEVER their website clearly states that they offer a Money Back Guarantee.

  

  Business Response

  Date: 06/13/2025

  Hi *****,
  
  Thank you for your feedback. Im very sorry for any confusion and frustration this has caused. Thats never the experience we want for our customers.
  
  Id appreciate the opportunity to speak with you directly and better understand your experience. Your feedback is important to us, and we want to make this right.
  
  We understand your concern regarding the Money Back Guarantee language and are taking steps to update our site to avoid any future confusion.
  
  That said, I will go ahead and personally initiate a full refund for you now. You will receive a confirmation via email once the refund has been processed. If you are open to it, Id also be happy to set up a quick call to connect directly.
  
  
  Sincerely,
  ****** ******
  Customer Success Director

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for expedited passport renewal and HelloGov received my documents (including my passport) a week ago.I have been desperately trying to get ahold of a human being who can confirm to me that the documents have been received and reviewed, and who can help me keep tabs on where I'm at in the process as I have a travel date coming up soon. I have interacted with the ** help desk 5 times now, and 5 times they have promised a call from a support agent that never ******** this point I am desperate to hear from an actual human being.

  

  Business Response

  Date: 06/03/2025

  Hi ***,
  
  
  I sincerely apologize for the lack of communication. I have just emailed you and left a voicemail on your listed phone number. Please contact me direct moving forward via my email, ******************************* or my phone number ************.
  
  
  Best,
  ******

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  A customer support representative contacted me promptly and explained the issue that prevented them from seeing my support ticket. 

  They expressed resolve to improve the system going forward, gave me the status update I requested, and most importantly gave me a direct line to a support representative.

  I am very happy with the way this issue was resolved. 

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted the help of hellogov April 24, 2025.The services they offered was helping to confirm that I had the correct documentation prepared for my daughter's passport paperwork. With this service, they provided options for a passport appointment at a post office in ******* with an available time. Because of this, I opted to go forward with their services because I have been unable to find an available appointment ANYWHERE in the ******* area before mid June, when our trip is planned for June 26, 2025. The system had me take pictures of my documents and upload them including my bank details on a check. I tried to contact them on Monday, 5.26.2025 to ask if they would confirm I had all the required documents because I was nervous about the appointment because without the passport, my daughter cannot go with us to ******, a trip she has been looking forward to for the last 5 years. I never heard from hellogov.I went to the appointment at the post office that I signed up with through their website today, 5.14.2025. My daughter and I waited for 2 hours for an employee to look at my hellogov. paperwork and say that our appointment was not legit and hellogov is not associated with the them. I have tried to contact hellogov again today and they gave me the same "we will contact you tomorrow" answer that I received on Monday. I want a refund for $197.

  

  Business Response

  Date: 05/27/2025

  Hello ******,
  
  We're very sorry to hear about your experience and completely understand how upsetting this must have been, especially with such an important trip coming up.
  
  Our goal at HelloGov is to make the passport preparation process easier by helping customers get their documents in order and find available appointments through public scheduling tools. While we strive to provide accurate guidance, there are occasional situations where an acceptance agent may not be fully familiar with the process or the tools used to schedule appointments, which can understandably cause confusion.
  
  That said, we take your concerns seriously and truly regret that your experience did not meet expectations. A full refund of $197 has been issued back to your original payment method, as we want to make this right.
  
  If theres anything else we can do to support you, please dont hesitate to reach out.
  
  Warm regards,
  ****** ******
  Customer Success Director

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I was unable to compete transaction, I would like a refund of the 197 dollars that was collected for this transaction

  

  Business Response

  Date: 04/21/2025

  Hi ****,
  

  We're very sorry to hear that you had trouble completing your transaction. We would truly appreciate the opportunity to speak with you and learn more about what happened. 
  
  Weve gone ahead and fully refunded the $197 you were charged, and you should see the funds returned to your original payment method shortly, if they haven't already been received.
  Our goal at HelloGov is always to provide a smooth, supportive experience, and we truly appreciate the opportunity to make things right.
  
  If you have any further questions or if there's anything more we can do to ensure your satisfaction, please dont hesitate to reach out to me directly.
  
  ****** ******
  Customer Success Director
  *************************************************************
  **************

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online to renew my passport (without realizing it was a 3rd party). I paid the fee with my credit card. The site said I should receive my new passport within 2-4 weeks. This was in mid-November. I called the Government phone recently and they had no record of my application. I called HelloGov to inquire what the issue was. The ** I spoke to told me I would get a return call by the end of the business day. No phone call. I called again the next day, and ** said the same. Again, no call. I called my bank and they said the charge had been made, so I put a dispute on the charge. Its been a week, and still no return phone call.

  

  Business Response

  Date: 03/27/2025

  Hi Sunny,
  
  We're very sorry to hear about your experience and sincerely apologize for the frustration and lack of communication you encountered. This is not the level of service we aim to provide.
  We understand how important your passport application is and regret that our process did not meet your expectations especially regarding timely follow-up and clarity around our service. Weve reviewed your case and have initiated a full refund as a resolution.
  
  While this situation fell short, were using your feedback to improve our response times and ensure better clarity and transparency moving forward. If you have any additional questions or concerns, please dont hesitate to reach out were here to help.

  
  Thank you for bringing this to our attention.
  
  
  Sincerely,
  
  ****** ******
  Customer Success Director
  **************
  *************************************************************

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for the assistance! 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by purchasing at HelloGov they would help me get my passport renewed with the **************** They then offered no help, and their software system that is supposed to help you take pictures of documents to have available is HORRIBLE at taking good quality photos. Honestly overall adds more work to the process then if I likely just did it on my own. Feel its a scam promising easier passport renewal times, and better customer service to help you but provided neither.

  

  Business Response

  Date: 03/07/2025

  Hi ******,
  
  We sincerely apologize that your experience with HelloGov did not meet your expectations. We always strive to provide a smooth and efficient process, and your feedback is truly valuable in helping us improve.
  
  We have issued a full refund for your order, and I would love the opportunity to discuss your experience further. I attempted to reach you by phone but was unable to connect. Please feel free to contact me directly at ************** or via email at ******@hellogov.aiId greatly appreciate the chance to learn more about your concerns and see how we can improve.
  
  Thank you again for your time, and I hope to hear from you soon.
  
  
  Best regards,
  ****** ******
  Customer *************************start="754" data-end="757" data-is-only-node="">HelloGov AI
  
  
  
  

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used HelloGov to expedite the renewal of my passport, as they advertised a 510 business day processing time. I submitted my passport and payment on 1/17/2025, and we are now well past the promised timeframe. Despite multiple attempts to contact the company, I have not received my passport back, nor have I been provided with any updates on the status of my renewal.I have called and emailed requesting a status update and a return of my passport. Each time, I was told that someone would call me, but I have not received any follow-up communication. At this point, the company is withholding my passport, which is government property, and failing to provide the services they were paid for.This situation is highly concerning, as a passport is a critical document, and their lack of responsiveness raises serious legal and ethical concerns. I am requesting the immediate return of my passport and a full refund for the failure to deliver the promised service. If this matter is not resolved promptly, I will escalate this complaint to the *********************, the ************************ (***), and local law enforcement for potential fraud and unlawful retention of a passport.Resolution Requested:Immediate return of my passport via expedited shipping with tracking.Full refund due to failure to provide the promised service.I appreciate BBBs assistance in resolving this matter.

  

  Business Response

  Date: 03/18/2025

  Hi ****,
  
  We appreciate you taking the time to share your feedback, and we sincerely regret any frustration you experienced. Ensuring a smooth and transparent process for our customers is always our priority.
  
  We have fully processed your refund as requested, and we hope this resolves your concerns. If you have any additional questions or need further assistance, please dont hesitate to reach out to me directly at ************** or via email at *************************************************************
  
  Thank you again for your feedback, as it helps us continue to improve our service.
  
  Best regards,
  ****** ******
  **********************************start="625" data-end="628"> HelloGov AI

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an "expedited passport service" from HelloGov for $197, not including the standard government passport processing fee. The service was advertised as a way to receive my passport within three weeks, which I believed was a faster option than the standard government process.However, when I arrived at my scheduled appointment at the ***************** the government employees informed me that they were not familiar with HelloGov and that I had wasted my money. They explained that the standard expedited processing through the ************************ already takes three weeks when selecting the governments official expedited option, and I did not need to pay any third-party service to get this processing ******* became clear that HelloGov did not actually expedite my passport in any way beyond what the government already offers. Instead, they merely charged me for assistance with filling out the application, which I could have done myself for free. This was not properly disclosed, and the marketing of the service was extremely misleading, making it seem as though they had the ability to speed up government processing when they do not.I am requesting a full refund of my $197 as the service provided no actual value, and I was misled into believing that my passport would be processed faster than the governments standard expedited option.I believe this constitutes deceptive advertising, as HelloGov leads customers to believe they are paying for faster processing, when in reality, they are simply paying for unnecessary form assistance. I would appreciate an investigation into their business practices to prevent others from being similarly misled.

  

  Business Response

  Date: 03/03/2025

  Hi *****,
  
  We sincerely appreciate your feedback and apologize for any confusion regarding our services. Our goal at HelloGov is to simplify the passport application process, help customers avoid common errors that can lead to delays, and provide tracking and support throughout the process. However, we understand that our service did not meet your expectations.
  
  To address your concerns, we have issued a full refund for your order. Additionally, we have attempted to reach you to discuss this matter further, but we have been unable to connect today. If you have any remaining concerns, we would still love the opportunity to speak with you and ensure everything is fully resolved to your satisfaction.
  
  Please feel free to contact me directly at ************** or via email at ******************************* We appreciate the opportunity to improve and thank you for sharing your experience.
  
  
  Best regards,
  
  ****** ******
  Customer *************************start="1017" data-end="1020">HelloGov

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Informed company that I was seeking a refund as there website stated priority processing was only available with upcoming out of country trip, which I do not have. Text messaging from the company and an email received are not honest opinion. Cannot get anyone to refund the order amount.

  

  Business Response

  Date: 02/21/2025

  Hi *******,
  
  We sincerely apologize for any confusion regarding your refund request. As requested, your refund has been fully processed, and you should have received email confirmations.
  
  For your reference, two refund notifications were sent:
  
  February 17th at 9:16 PM
  February 20th at 10:40 AM
  
  Both refund confirmations are also attached for your convenience. If you have any further questions or need additional assistance, please feel free to reach out to me directly at ************** or ************************************.
  
  Best,
  ****** ******
  Customer Success Director
  ********************
  

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******