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:02/18/2025

  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 online to renew my passport by googling "Renew US Passport online" and the first choice was a website that I thought was the **************** however, it ended up being the GOVASSIST website. Thinking I was on the US Government website, I completed the passport information and paid $288.99 using my credit card. I received an email from the company confirming my information followed by a receipt which didn't list my credit card information as these receipts usually do. I called the number provided on the first email, was on hold for "the next available agent" for a few minutes after which I was sent to voice mail. I requested a refund and assurance that my personal information be removed from their website. I have not received a response nor did I receive confirmation that my email was received. My credit card company told me yesterday that the charge is pending so I cannot file a complaint until it's finalized and I should seek help through the company during this time. I request a full refund of the money charged (credit back to my account is fine), and I want my personal information to be removed from their website.

  Customer Answer

  Date: 02/19/2025

  The email I sent to GovAssist has bounced back twice, so I am unable to contact the company via email. They have not returned my voice mail.

   

  Customer Answer

  Date: 02/21/2025

  No. The original email they sent to me came from the following email address:

  IT (Support) <********************************************************>

   

  The second email that was a receipt of my payment came from this email address:

  GovAssist <************************************************************>

   

  They did not provide an email address to whom I could write. Instead they provided me with a website and a phone number along with WhatsApp which I don't us.

  You can contact us at tell:*****************, ******************************************, or via WhatsApp.

   

   

   

  Business Response

  Date: 03/20/2025

  Thank you for sharing your concerns.
  
  We would like to clarify that when searching for Renew US Passport online, our website is not the first result on ******. Additionally, it is not possible to complete a payment for our services without acknowledging our role as a third-party support service. Before proceeding, all clients must review and agree to our third-party authorization form, which explicitly states our independent status from the **** government.
  
  Regarding your request, your order was canceled in accordance with our refund policy, and the deletion of your personal information was processed in line with our privacy policy.
  
  If you have any additional questions or concerns, please feel free to contact us directly. We are happy to assist.

  Customer Answer

  Date: 03/23/2025

   
  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.

  For the record, I disagree with two statements made in their response.

  1. Their website was the first one listed when I pulled up USA Passports via ******.

  2. I did not agree to any statement indicating I was paying the fees to a third party rather than the US government.

  
  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.

  I needed to renew my expired US passport. I am not at my home address for the next several months and thought I needed to renew my passport to fly because my license will no longer work after May 7th. I went out to an internet website I thought was the way to renew online through the US government. Website was GovAssist. I filled out the passport renewal and paid ****** thinking this was for the new passport and a service fee to process it. As I found out after the form had made it through review that I needed to pay them an additional ****** for the passport. I am not paying $183.99 for a passport renewal so I asked for a refund stating I thought the were the US passport service. First I received an email telling me I signed some sort of disclaimer. Then an about a week later they offered me a 50% refund. I guess Im a little upset that they will not refund the full amount since they have not provided any service for me to get a passport. I feel this company is very deceptive from the company name GovAssist to the fact you dont know the total cost until youve already paid them their service fee. The other thing I have found out is that this company is in *********** not the **. Im going to accept the 50% refund because if I dont Ill most likely be out the entire amount of their bogus service fee.

  Customer Answer

  Date: 02/18/2025

  I fat fingered the amount of the service fee I paid.  It should be $153.99 not $183.99.

  Business Response

  Date: 03/20/2025

  Thank you for your update. We have reviewed the sales ticket associated with your application and can confirm that the service fee charged was $153.99, not $183.99.
  
  Additionally, while your application would not typically be eligible for a refund under our refund policy, we have agreed to process a partial refund as a gesture of goodwill following your request for a refund.
  
  If you have any additional questions or concerns, please feel free to contact us directly. Were happy to assist in any way we can.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 22952308
  
  I am rejecting this response because:  I feel they are representing themselves as part of the US Government even down to their company name GovAssist.  I have received their refund of half the $153 service fee I paid.  ( I had mistyped the amount in my original complaint submission).  I am not sure if it was because I was using my cell phone & not a laptop when I was first on their website, but I never saw anything that told me that GovAssist sending in the passport renewal application was going to cost $153 over and above the cost of the renewal itself of $130.  What did they do for the $153 service fee???  I filled out the form, uploaded my picture & picture of my passport expired passport.  They sat on it for weeks until I started questioning how long this was going to take.  Then they send me an email saying it was reviewed and a link to pay the $130 for them to submit the application.
  I accepted the half fee refund, because I assumed that was as good as it was going to get.  I believe they need to spell out from the get go that their fee and the cost of the application is going to cost $283 and that they are not a part of the government that you are submitting this personal info to.  
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:02/13/2025

  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.

  Complaint Against: GovAssist LLC Transaction Date: 12 February 2025 Amount Paid: $91.99 Official ESTA Fee: $21 Complaint Details:Dear BBB,I am filing a complaint against GovAssist LLC for fraudulent business practices and unjustified charges related to my ESTA application.On 12 February 2025, I searched online for ESTA application services and was directed to a website operated by GovAssist LLC. The websites design and wording misled me into believing it was an official government site. There was no clear disclosure that they were a third-party service provider, nor was I adequately informed that the official ESTA fee is only $21.Upon realizing the misleading nature of their service, I immediately submitted my own ESTA application directly through the official *************** website and was approved. This means GovAssist LLC never provided any actual service, yet they still charged me $91.99.After recognizing their deceptive practice, I contacted their customer service to request a refund. However, they refused to reply, despite the fact that they did not process my ESTA application, nor did they provide any valid service to justify the charge.Their actions constitute misrepresentation and unjust enrichment, taking advantage of consumers through misleading advertising and charging for a service they never rendered. Therefore, I request that GovAssist LLC fully refund the amount they charged **** urge BBB to investigate GovAssist LLCs business practices and take appropriate action to prevent further consumer deception.Sincerely,YINGREI LAI ****************

  Business Response

  Date: 05/01/2025

  Hello ****, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter. 
  
  We want to confirm that your payment was canceled in line with our refund policy after our team reviewed the application status and verified that no service was ultimately rendered on our end.
  
  GovAssist is a third-party support platform unaffiliated with the **************** and we make this distinction visible on our website through disclaimers and service descriptions. While we regret that our platform may have caused confusion during your search, we strive to promote transparency at every step, including outlining our fees and services prior to payment.
  
  If you have any remaining questions or would like further clarification, please feel free to reach out. Were here to help.

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising 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.

  They falsely advertise themselves as a US *********** THEY ARE NOT! Its 100% a scam. Totally useless middle man company that only adds time to getting your passport back. Do it direct with **********

  Business Response

  Date: 05/01/2025

  Hello ****, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter.
  
  We want to clarify that we are not a government agency, nor do we claim to be. GovAssist is a private, third-party support platform that provides assistance with the passport application process. Our role, terms, and service fees are transparently outlined on our website, including disclaimers that state we are not affiliated with any government authority.
  
  Your case was resolved following a dispute with your financial institution, but wed also like to emphasize that we have a clear refund policy in place. Had the cancellation request been submitted through our support channels, we would have been more than willing to address it directly and review eligibility for a refund.
  
  We understand how important trust is in this process, and we remain committed to delivering a legitimate service with full transparency. If you have any further questions, were here to help.

• Initial Complaint

  Date:02/08/2025

  Type:Billing 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 wanted to renew passport online and GovAssist comes up and mimics the federal website. Went through and processed passport renewal before noting mistake. Was charged $288. Went to **************** correct government website and renewed passport there for $175. GovAssist clearly mimics federal government site in effort to scam unwary people like me trying to renew passport. I've alerted my credit card company to reverse the charge.

  Business Response

  Date: 05/01/2025

  Hello *****, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed review to ensure your concerns are addressed clearly and thoroughly.
  
  We understand your concern and would like to clarify that your payment was canceled based on the status of your application and in accordance with our refund policy. As a third-party support platform, we offer assistance with the preparation and submission process, but we are not affiliated with the **************** a fact that is stated on our website.
  
  We promote transparency by outlining our role, service fees, and terms of use before any payment is made. All users are provided with a comprehensive summary of the service prior to checkout, and our website includes disclaimers that distinguish us from official government entities.
  
  If you have any further questions or require additional support, were here to assist.

• Initial Complaint

  Date:02/01/2025

  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.

  They scammed me. I was trying to renew my passport and went to this website since it looked legit. After 3 weeks and no updates, I contacted them via email. They correspond stating they are working on it. I have requested a refund. They charged me extra for a passport card. Total scam.

  Business Response

  Date: 05/01/2025

  Hello *******, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter via BBB. We're reopening your previously closed complaint to ensure your concerns are addressed clearly and thoroughly.
  
  We understand your frustration and would like to confirm that your request was handled in accordance with our refund policy. Our team provided support throughout the process and responded to your inquiry regarding the status of your application.
  
  While we strive to be transparent about our services and fees, we recognize your concerns and, as a gesture of goodwill, a partial refund was extended and accepted.
  
  If theres anything further youd like to discuss, please dont hesitate to reach out. Were here to help.
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/29/2025

  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 was mislead by GOVASSIST to make a payment to get a new passport. I took a questionnaire that advised me to get a new passport not to renew. Govassist reviewed the info I input and told me to file a specific form and booked me an appointment with the passport office to complete the application. I showed up and was told that I need to renew not get a new passport and that the fees I paid are not going to be able to be applied since I filled out the wrong form. I went back to govassist and let them know and they said not our problem and will not give me back the money I paid for the government fee and service.

  Business Response

  Date: 05/01/2025

  Hello *********, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed complaint to ensure your concerns are addressed clearly and thoroughly here as well.
  
  After reviewing your case, we can confirm that your request was handled in accordance with our refund policy. Our platform provides application support based on the information submitted by the user, and the service was completed as outlined at the time of purchase. While we were not obligated to issue a refund, we did extend a partial refund as a gesture of goodwill, which was accepted.
  
  We understand that the situation at your passport appointment may have been frustrating, but our team acted promptly and fairly in response to your concerns. If you have any additional questions or need further assistance, please feel free to contact us directly.
  

• Initial Complaint

  Date:01/29/2025

  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 looked up passport renewal online and thought I was going to a legitimate site to do so. I was suprised when I was charged $249 dollars which seemed like far too much and then it seemed fishy that I wasn't really given any information about my application besides an IT ticket. I immediately did some research and found a number of people stating that the site is a scam and not legitimate. I immediately reached out to contact the company, respond to the IT ticket and email the "support team" regarding my concerns and to request a refund and got zero replies, which is funny as their initial emails to complete my application and confirm everything came immediately. I've been a fraud alert on my credit accounts since they have all my info and I am out practically $250 dollars without any idea if I will actually get a passport out of it. I am filing this report and will dispute the charge with my bank if I do not get a response from them.

  Business Response

  Date: 05/01/2025

  Hello ***, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter. We're reopening your previously closed complaint to ensure your concerns are addressed clearly and thoroughly.
  
  We want to confirm that your refund and data deletion requests were reviewed and handled in accordance with our established refund and privacy policies. While we strive to respond to all inquiries in a timely manner, there may be occasional delays depending on ticket volume, and we regret any frustration this may have caused.
  
  Its important to clarify that GovAssist is a third party assistance platform that helps users complete government application processes. We are not a government agency, and our website clearly outlines this distinction to help users make informed decisions before proceeding.
  
  If you have any lingering questions or would like further confirmation regarding your case, please feel free to let us know.

• Initial Complaint

  Date:01/18/2025

  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.

  Thought I was paying for the passport and associated fees but it turns out they were misleading me into needing to pay AGAIN for the passport after verification of what I filled out online.

  Business Response

  Date: 05/01/2025

  Hello ******, 
  
  Thank you for your feedback, and we sincerely apologize for the delayed follow-up on this matter via BBB. We're reopening this previously closed complaint to ensure your concerns are addressed clearly and thoroughly.
  
  GovAssist provides document preparation and application support services for passport-related processes, and we are not affiliated with any government agency. This is stated on our website prior to payment to help users make informed decisions.
  
  We understand there may have been confusion about the nature of the service, and we can confirm that your request was handled in full alignment with our refund policy. Our support team reviewed your case accordingly based on the service stage at the time of your inquiry.
  
  If you still have questions or need further clarification, feel free to reach out, our team is available to assist.

  Customer Answer

  Date: 05/13/2025

   
  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:01/06/2025

  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.

  a fraud. a scam. needs to be reported.

  Business Response

  Date: 01/14/2025

  Hello ****,
  
  Thank you for bringing your concerns to our attention. We take feedback seriously and are committed to addressing any issues promptly.
  
  We understand your frustrations and concerns, and we want to assure you that GovAssist LLC is a legitimate private company that provides document preparation and submission guidance for ****************related applications. We are transparent about our role as a third-party service provider, and all clients are required to review and agree to our terms, including the costs of our services, before any purchase is made.
  
  We have also reached out to you directly regarding your refund request and provided options for resolution. Our team remains available to assist and ensure this matter is handled to your satisfaction.
  
  If you have further questions or need additional support, please dont hesitate to contact us.