Complaints

This profile includes complaints for Govassist LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Govassist LLC

  1413 Ave Ponce de Leon Ste 401 San Juan, PR 00907-4023

• 

  GovAssist LLC

  1623 K St Ste 300 Washington, DC 20006

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:07/31/2025

  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.

  This company misrepresents the goal of directly getting your passport online. I paid $178 expecting to get my new passport only to find out I was scammed and needed to go through a secondary, so-called kit application. Not only that, but the photo they said was acceptable came back in this kit indicating it as invalid and that I would need to get a valid one elsewhere before submitting my application and surrendering my current passport. I grew suspicious with the followup emails. I would stay clear of this misleading organization. You wont get a new passport directly from them, but will have to apply again through the government and pay a minimum of $130.00

  Business Response

  Date: 07/31/2025

  Thank you for your feedback.
  
  GovAssist is a third-party support provider, not affiliated with any government agency. We assist clients in completing their U.S. passport applications by offering a customized application kit, personalized support, and photo validation based on official guidelines. However, we do not issue passports, and a separate government fee is always required to complete the submission to the ************************. This distinction is stated throughout our website and during the checkout process.
  
  In your case, we understand there was some confusion about the nature of our service and the additional government process required. While your photo initially passed our pre-validation tool, our kit flagged it based on updated standards to help ensure successful processing by the passport agency.
  
  That said, your concerns were acknowledged and, as a courtesy, your order was canceled and a full refund of $178.00 was processed under Transaction ID ***********. This refund has been issued to your original payment method and should reflect within 1 to 10 business days, depending on your banks processing times.
  
  As your refund has been completed and no further service was rendered, we consider this matter resolved.

  Customer Answer

  Date: 08/01/2025

  I filed a Fraud Request with my bank and they are investigating, and have provided a Provisional Credit to my Debit Card of $178. So at this time, I've been Credited the Stolen money from Govassist LLC

• Initial Complaint

  Date:07/28/2025

  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 was led to believe GovAssist was a government agency when attempting to renew my sons passport. I realized immediately after submitting payment that they are NOT a government agency. Their customer service phone number listed does not connect properly to anyone, and their refund policy provided on their website says refunds are only available BEFORE making a purchase. Huh?? How can you be refunded for something you havent purchased yet?

  Business Response

  Date: 07/29/2025

  We appreciate the opportunity to respond to this concern.

  GovAssist is a private support platform that assists individuals in preparing U.S. passport applications. We are not affiliated with the **************** and this is transparently stated on our website, including prior to checkout and within the mandatory Third Party Authorization form required before submitting payment.
  
  After reviewing this case, we can confirm that the application for the customers son, Tyce, remained unprocessed at the time the concern was raised. In line with our refund policy, the payment of $308.00 was canceled before being captured. As a result, there was no charge to the customers account, and the transaction should reflect as voided or canceled depending on the card issuers billing cycle.
  
  We trust this addresses the concern, and we consider this matter resolved.

  Customer Answer

  Date: 07/31/2025

   
  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:07/25/2025

  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.

  I tried doing a passport renewal on line at GovAssist. I actually thought I was dealing with the government website. It was *** assist **** I filled out all necessary info and downloaded a picture. It aid to wait for further instructions. I left 5 messages and sent an email. No response to anything. I have no idea the status of the passport I would just like to cancel at this point and go through the website. It is unacceptable to get no response in two days.

  Business Response

  Date: 07/29/2025

  Thank you for your feedback, Francesca.
  
  GovAssist is a private, third-party platform that assists individuals with preparing U.S. passport applications. We are not affiliated with the **************** and this is clearly disclosed throughout our website, in the Terms of Service, and within the mandatory Third-Party Authorization form presented prior to checkout.
  
  Upon reviewing your case, we can confirm that the authorization on your card was canceled on July 26 before any charge was finalized. As a result, no funds were captured. Depending on your bank, this canceled authorization should appear as a voided or dropped transaction rather than a refund.
  
  Given the transparency in place and the resolution already communicated, we consider this matter closed.

  Customer Answer

  Date: 07/29/2025

   
  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,
  
  Francesca Balada

• Initial Complaint

  Date:07/23/2025

  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 purchased the passport renewal service through ********************** July 15th fully aware that they are a third party entity separate from the government. The point of the purchase was to have GovAssist deal with the paperwork of the renewal. While making the purchase it is suggested that an 'agent' will help guide me through the process. After a week of waiting, I heard nothing. Since I need the passport for travel this fal( I indicated this in the passport renewal order) l I elected to cancel the order yesterday morning, 7/22, and use the government site myself. In the cancelation request acknowledgement email, It is again assured that someone will be in contact with me for additional information within 24 hours, if needed. Otherwise the acknowledgement email states that, "In most cases, you can expect an update or resolution in less than a day." It's been 24+ hours since receiving the refund request acknowledgement email, and my refund has not been processed, nor has anyone reached out for further information from me. Would not use this service again, or recommend to anyone on the future.

  Business Response

  Date: 07/26/2025

  Thank you for bringing this matter to our attention.
  
  We appreciate your clear understanding of our role as a third-party support platform and the expectations you had when engaging our service.
  
  While our goal is to provide timely and responsive support, we acknowledge that the delay in follow-up after your refund request did not meet that standard. This was due to a sudden, unexpected increase in the number of applications, which temporarily affected our response time across several cases, including yours.
  
  To confirm, your cancellation was received, and our ****************** issued a full refund shortly thereafter. A confirmation email with the refund details was sent to the email associated with your order. While the time for the funds to reflect depends on your financial institution, most refunds appear within 110 business days.
  
  Should you need help locating the refund confirmation or have any further concerns, our team remains available and ready to assist.

  Customer Answer

  Date: 07/29/2025

   
  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:07/23/2025

  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.

  On July 16, 2025 I was misled into thinking I was applying for my US passport through a government agency. I paid $148.00 for my passport and then discovered when contacted later by gov.assist that I needed to pay $130.00, which is the correct passport fee. $148.00 is their fee for "helping" me.When I tried to contact gov.assist I was put on hold and then disconnected. I hope you can help me receive a refund but even more that you can put these scammers out of business.

  Business Response

  Date: 07/26/2025

  Thank you for sharing your concerns.
  
  GovAssist is a private support platform designed to assist applicants in navigating the **** passport renewal process. Our role and service fee are outlined prior to payment, including the fact that the government fee must be paid separately to the *************************
  
  In your case, while we regret that the experience didnt meet your expectations, weve reviewed your order and noted that the application was never fully processed. Based on that status, and in line with our refund policy, a full refund has been issued.
  
  We appreciate your feedback and remain available should you need any further clarification.

  Customer Answer

  Date: 07/28/2025

   
  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:07/21/2025

  Type:Order 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 company poses as an authorized government website to renew passports. Fee paid to renew passport was actually just the fee to use this company. The company was unable to actually renew the passport and now I am required to pay another fee. ********* company

  Business Response

  Date: 07/26/2025

  Hello ****,
  
  Thank you for sharing your feedback. We understand how important clarity is, especially when it comes to renewing something as vital as a passport.
  
  We want to clarify that we are not affiliated with the **************** and this is transparently disclosed throughout our website. Before reaching the payment page, every applicant is required to review and agree to a mandatory Third-Party Authorization (TPA) form, which outlines our role as a private support service.
  
  Weve also reviewed your case and noticed that you submitted a request for a refund. Although your renewal kit has already been successfully delivered and your application is in its final stages, meaning a refund would not typically be applicable, whether full or partial, a member of our support team has already reached out directly with a proposed resolution.
  
  If you still have questions or need help completing the last step of the renewal process, please dont hesitate to contact us. We're still here to support you.

  Customer Answer

  Date: 07/28/2025

   
  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,
  
  Wolf Bueschgen

• Initial Complaint

  Date:07/20/2025

  Type:Order 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.

  At the time of purchase, it was not clearly disclosed that your $200 fee did not include the official *************** passport application and processing fees. I was under the impression that your service would facilitate and expedite the full passport process, including submission to the ************************. Instead, I am now being informed that I must pay an additional $160 to proceed despite having already paid a substantial amount.Your website and communications gave the impression that the $200 would cover the necessary steps to obtain a passport not simply provide me with generic documents that are freely available through the *******************, government websites, or even locations such as Walgreens.This experience has felt misleading and exploitative. The lack of transparency about the nature and limitations of your service has resulted in unnecessary stress and financial burden.

  Business Response

  Date: 07/26/2025

  Thank you for taking the time to share your concerns.
  
  We understand your frustration, and we appreciate the opportunity to address the situation directly. GovAssist is a private support platform that helps applicants prepare their U.S. passport documents. We are not affiliated with the **************** and this is clearly stated on our website, within the mandatory Third Party Authorization form, and throughout the order process before any payment is made.
  
  After reviewing your order, we can confirm that your personalized application kit was prepared and shipped as described, based on the information you submitted. While the $200 payment covered our document preparation service, it did not include the official *************** processing fees. This detail is presented transparently at several points, including before checkout.
  
  We regret that your experience did not meet your expectations and want to assure you that a member of our team has reached out to you directly to resolve the matter. If theres anything further you need, please dont hesitate to reach out.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23627620
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 07/29/2025

  
  
  Key Issues:
  
  
  
  
  Excessive Delays:
  The process through GovAssist caused significant delays, resulting in a loss of approximately 1.5 months. This disrupted my travel plans and caused unnecessary stress.
  Misleading Payment Structure:
  The GovAssist website led me to believe that the payment I made covered the full cost of the passport renewal, including government fees. However, this was not the case. The user interface and payment selection process on the site were unclear and misleading.
  Double Charging and Unexpected Fees:
  After the delay, I was prompted to pay an additional fee for what was described as the service again, even though I had already paid. This amounted to a double charge, and no clear explanation was provided beforehand regarding the scope or necessity of this second payment.
  Lack of Transparency:
  Nowhere during the initial selection process was it made explicitly clear that GovAssist is a third-party service and not affiliated with the official government passport agency. This important detail should have been prominently disclosed.
  
  
  
  
  
  
  Resolution Requested:
  
  
  
  
  A full refund of the second charge, as the additional payment was neither clearly explained nor consented to under transparent terms.
  A formal explanation of why the process took so long and why I was charged multiple times.
  Updated, clearer communication on the GovAssist website to prevent similar issues for other consumers.
  
  
  
  
  This experience has caused unnecessary financial and personal inconvenience. I hope your team takes this seriously and responds promptly with a resolution.
  
  

  Business Response

  Date: 07/29/2025

  Hello ****,
  
  Your refund of $208 for Order ID *********** has been processed. It may take 110 business days to reflect, depending on your bank.
  
  We consider this case resolved.

  Customer Answer

  Date: 07/29/2025

   
  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:07/18/2025

  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.

  I used GovAssist to renew my passport. I paid for a Passport Card, Passport Protection, and Global Entry/TSA Pre-Check in April 2025.I thought this was a legitimate business; it was not immediately clear that I was paying ONLY for their assistance in getting these items.I did get my passport after paying the State Department directly(which I should have done in the first place).The Passport Protection is non-existent for a US citizen travelling overseas and there is no Passport Protection document. NONE of this is clear at the point of purchase. The Global Entry/TSA application fiasco culminated with GovAssist sending me login/password to a *** account that did not work. That was THIS WEEK (three months after paying)My Passport CardI paid GovAssist for their (non-existent) help AND paid the Passport Card ****** ONE at GovAssist is able/willing to tell me where my passport card is.I have emailed at least twenty times.I have called at least five times.I have been contacted by different people, none of whom seem to know what the other has done.I did the WhatsApp contact and was told that a supervisor would get back to me.A total waste of money and time and good faith on my ******* bestincompetence. At worsttotal fraud.

  Business Response

  Date: 07/25/2025

  Thank you for sharing your concerns.
  
  We recognize how frustrating this experience has been for you, and a member of our team has already reached out directly to ensure your refund request and account concerns are handled personally.
  
  To clarify, GovAssist is an independent third-party service provider that offers paid assistance for *************** travel-related applications. While we assist with the process, we are not affiliated with the ***************, and we do not charge government fees. These details are disclosed transparently on our website and throughout the ordering process.
  
  In your case, we understand that support delays and account access issues with your Global Entry application contributed significantly to your dissatisfaction. Additionally, we acknowledge your concern regarding the value and clarity of our Passport Protection and Passport Card services.
  
  After reviewing your case and the timeline of events, and considering the inconvenience caused, our team has offered a partial refund covering the Passport Card, Global Entry/TSA PreCheck assistance, and Passport Protection. The remaining fee pertains to the base passport renewal service, which was rendered in full.
  
  Were committed to resolving this appropriately and have made every effort to follow up with clarity and care. If there are any remaining questions, we encourage the customer to continue the conversation through the direct contact already established.
  
  Thank you again for the feedback, it helps us continue to improve.

  Customer Answer

  Date: 08/01/2025

   
  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:07/17/2025

  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.

  i applied online for a us passport and went to the official government website and filled out the step by step application. when it came to paying with credit card i somehow was linked to something called GovAssist. i was assuming it was a legitimate affiliated business and paid them to help me with my US passport renewal application on may 31. they charged me a $119 processing fee of my DS-82 form (including professional review to ensure a smoother process); a $29 shipping fee for the kit; $130 for the us government fee.the kit arrived on june 27; i was instructed to mail the kit to an address in the ************* which i did. the kit included a blanc check from a bank in ***********. on july 16 i received two e-mails from the US department and passport center stating that i have to submit a new check or money order in the amount of $130 since the check i submitted is not acceptable. i tried contacting the GovAssist entity but cannot get a response, neither by phone nor by some "telephone call" that i scheduled with them. i demand that they send a check to the passport center so that my application can be processed - i am not even asking for a refund but simply want my passport.

  Business Response

  Date: 07/17/2025

  Hello *****,
  
  Thank you for sharing your concerns with us. We understand how frustrating this situation has been, especially given the importance and time-sensitive nature of a passport renewal.
  
  To clarify, GovAssist is an independent third-party service provider that assists customers by preparing and shipping passport renewal kits with pre-filled forms, personalized instructions, and support. We are not affiliated with or endorsed by any government agency, a distinction we make clear on our website and throughout the ordering process.
  
  Regarding your case, we regret the inconvenience caused by the rejection of the payment check submitted with your documents. While GovAssist cannot directly replace or resend the government fee payment to the passport center, we have offered to refund the $130 government fee to allow you to submit a new payment.
  
  To proceed with this refund, we require confirmation that the original check has been voided or destroyed, which helps prevent duplicate payments. If you are unable to provide this, we will take additional steps on our end to void the check, though this may take additional time.
  
  We understand you experienced difficulty reaching us initially; however, we can confirm that your assigned agent successfully contacted you to discuss your case.
  
  Your case remains actively under review, and we are committed to working with you until this matter is resolved.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23614369
  
  I am partially accepting the response of govassist but want to add the following:

  i started my online application on may 31 and still do not have a passport. the service of streamlining and facilitating the application process that govassist promised did not happen and i feel entitled to a complete refund, not just a reimbursement for the $130 passport fee.

  according to an e-mail from the **********************************************************, a letter with the canceled check has been sent to me and i will provide a photo of the check as soon as i receive it..to move things forward, as govassist in their latest communication with me stated so i can get my passport. 
  
  i accept the reimbursement of the passport fee of $130. in addition, i request a refund of $148 for the facilitation service which did not happen.
  sincerely,
  
  ***** ****

  Business Response

  Date: 07/23/2025

  Hello *****,
  
  Thank you for your continued engagement regarding this matter.
  
  We understand your concerns and appreciate the opportunity to bring this case to a full resolution. While we recognize that the experience did not meet your expectations, weve taken your feedback seriously and worked to provide a fair outcome in line with the situation.
  
  Your request for a refund beyond the government fee has been reviewed, and as confirmed, a total refund of $249 has been issued back to your original payment method. This includes the full amount you paid for both service and processing.
  
  Should you need supporting documentation for your records or any further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 07/23/2025

   
  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:07/17/2025

  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 went onto govassist to renew my familys passports thinking it was affiliated with the correct *** website. Now after much googling and many red flags, I feel very scammed. Im afraid they maybe try and take/use my information against me. Thinking of canceling my cards at this point because Im not sure what they are capable of. They charged me $308 for a passport book and I should have known then, but I trusted with the name govassist.

  Business Response

  Date: 07/23/2025

  Hello ********,
  
  Thank you for taking the time to share your concerns. Wed like to offer reassurance while also addressing a few misunderstandings surrounding your experience.
  
  GovAssist is a private support agency that provides document preparation services for various travel-related applications, including U.S. passport renewals and new applications. While we are not affiliated with the **************** this is transparently disclosed across our platform, including our homepage, application steps, and Terms of Service, which must be acknowledged before any order is finalized.
  
  We understand that the similarity in naming can lead to confusion, but we want to reassure you that we take client privacy and data security extremely seriously. All personal information is handled in strict compliance with our Privacy Policy, and we do not share or misuse data in any way.
  
  Regarding your orders, we have reviewed both applications associated with your name:
  
  A full refund of $148.00 has already been issued for one order (Order ID: ************.
  
  For the second order, our records confirm that the service was delivered as agreed. Solomons application kit, including the completed DS-11 form and the check covering the required government fee, was prepared and shipped as part of the service. As the request was fulfilled, a full refund cannot be offered.
  
  That said, in good faith and as a gesture of understanding, our Billing Team has extended an offer for a partial refund on the processing fee.
  
  Please rest assured that you still retain access to our full support throughout the remainder of the passport application process.
  
  If there is anything further you would like us to clarify or assist with, we remain available to support you.

  Customer Answer

  Date: 07/23/2025

   
  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,
  
  ******** *****