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: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,
  
  ******* ******

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The services were never rendered and anytime I reach out they say someone will contact me by EOB and they never do.

  

  Business Response

  Date: 03/03/2025

  Hi *****,
  
  We sincerely apologize for any frustration you experienced. Our goal is always to provide clear communication and a smooth process for our customers.
  
  We have issued a full refund for any inconvenience caused and see that your passport has now been successfully delivered. Additionally, we have made several attempts to contact you to follow up, but unfortunately, we have not been able to reach you.
  
  If there is anything else we can do to assist you, please dont hesitate to reach out. We appreciate your feedback and the opportunity to improve our service.
  
  
  Best regards,
  
  ****** ******
  Customer *************************start="672" data-end="675">HelloGov AI
  **************
  ************************************

• Initial Complaint

  Date:01/26/2025

  Type:Order Issues
  Status:

  AnsweredMore 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 signed up for the service with the listed price of $591 for my three children. Then, finishing the application it asks you to mail over $211 for EACH child, which was nowhere listed. Complete scam!

  

  Business Response

  Date: 01/29/2025

  Hi *****,

  Thank you for taking the time to share your concerns. I want to personally apologize for any confusion regarding our feeswe never want a customer to feel misled. Transparency is a top priority for us, which is why we clearly state on our website, checkout pages, and email communications that government fees are paid separately. However, we understand that even with these disclaimers, the process may not have been as clear as it should have been for you.

  At HelloGov, we have a whatever it takes approach when it comes to customer satisfaction. The moment we became aware of your concern, we promptly issued your refund, no questions asked. But beyond that, we truly appreciate your feedback and would love the opportunity to work with you to improve our messaging so that no customer ever feels the same frustration you did. If you're open to it, wed love to hear any specific suggestions you may have on how we can make our pricing and service details even clearer.

  Please dont hesitate to reach out to me directly at ************ or ******@hellogov.aiId be more than happy to discuss this further. Your input is invaluable to us, and were committed to continuously improving to provide the best experience possible.

  Best regards,

  ****** ******
  Customer Success Director
  ********************

• Initial Complaint

  Date:01/18/2025

  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.

  On January 8 I placed an order in the amount of $692 for expedited renewal of my US passport within 4-5 business days. I clearly indicated in my application that my international flight is leaving US on 19 of January. I also attached the proof of my travel to the application. I supposed to receive my passport by January 17. I did not receive my passport. I have to rebook my travel, however, since I do not know when I will receive my passport I can not rebook my travel.I tried multiple times contact hellogov and every time I was getting automated response and no one called me about my problem. I need my passport asap. I need my money back and in addition hellogov has to reimburse the cost of my tickets $1799.

  

  Business Response

  Date: 02/04/2025

  Hi *****,
  
  Thank you for sharing your experience. I sincerely apologize that you did not receive the level of support you expected and for the oversight on our part that contributed to the delay in receiving your passport. At HelloGov AI, we are committed to providing timely assistance, and I regret that we were unable to connect with you sooner.
  
  To address this matter, we have issued a full refund of $692.10 to your original payment method. If you have not yet received confirmation, please let me know so we can ensure the refund is processed correctly.
  
  I have also attempted to contact you directly, as I would like to speak with you to provide a satisfactory resolution. Please feel free to reach out to me at ************** or via email at ************************************.
  
  Your satisfaction is important to us, and I appreciate the opportunity to assist you.
  
  Best regards,
  ****** ******
  Customer Success Director
  ********************
  
  

  Customer Answer

  Date: 02/19/2025

   
  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:12/21/2024

  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.

  On November 30, 2024, I found hellogov online when I was looking for a place to renew my US passport online. I looked at a couple of reviews, and they seemed legitimate. I paid the money, but they haven't asked for information beyond my name yet. Immediately, I received a text saying they would contact me with more information after the weekend. I clicked on the site and tried putting in my passport information, but they required an 8-digit number, and mine has 9, so I tried contacting them. The phone number was ************** and got an automated answer. It assured me that they would call me the next day. I have since called daily for two weeks with the same automated answer, and nobody has ever called. My credit card went through, and they took the money, but I have received no correspondence from them. The 800 number says 'unknown'. I'm not sure what to do next as I have never been able to talk to an actual person. It is all automated and always the exact same message, that they will call in the morning.

  Customer Answer

  Date: 01/10/2025

  Since my last communication, I have been contacted by Hellogov and the conflict has been resolved They have been quite helpful and my passport has been ordered. I wasn;t aware that the fee they charge is in addition to the passport fee, so it is important for people to recognize the extra cost. I have appreciated their help in the past couple of weeks. 

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 started the process as hellogov advertises getting your new passport and ready to travel in as little as two days. This was not the case when I finished paying and so I asked for a cancellation. I was told it would be processed by end of day as well as I would receive a confirmation email on 7/12. I received neither. I called and again asked for a cancellation but got an ai operator saying it would be completed. I just want my refund.

  

  Business Response

  Date: 07/29/2024

  Hello, 

  **************** made his purchase on July 12th at 10:44 AM. Within 90 minutes of his purchase, as seen in the screenshots above, we had reached out to him via both phone and email with next steps and multiple ways to contact us including scheduling a personal zoom call where we could have gone over all of ****************' questions. 

  **************** did not reach out again until today, July 29th, over two weeks past original purchase date, to request a refund. We made contact right away and processed the refund immediately. We also sent him a confirmation email at 5:44 PM eastern today as you can see in the attached evidence. 

  **************** claims he spoke to an AI operator but as seen in the attached screenshots above, I myself called **************** and we had a conversation of over a minute where he told me he appreciated me handling this. I made it clear that refunds take around ***** hours to appear in account. 

  As it is clear this is a misunderstanding, we respectfully request this complaint to be removed as soon as possible.