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:08/27/2024

  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 googled search renewing a passport and govassist came up looking like a government service to renew mine and my husbands passports. They took all of our personal information and our credit card information which is very scary. They sent me forms that I could have completed myself easily in the legit website and said that I need to send them in myself and pay again to have them processed. I believe this to be a total scam and since I have received scam calls all through the day.

  Customer Answer

  Date: 08/28/2024

  Thank you very much for contacting govassist. The company has refunded my money and I am happy with the resolution. 

• Initial Complaint

  Date:08/22/2024

  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 used a search engine to find out about initial passport application. Gov.assist came up and I thought it was a legit company. They told me that it would be $119 for a 10 year passport. I filled out the application. I was sent an email to say that the documents were ready and I needed to go to the ************ which I did. At the post office I was asked for another $165. I questioned this because I had already paid $119 to gov.assist. I was informed that this website is not reputable and blamed for many scams.I want my money back, and this website should be investigated.

  Business Response

  Date: 08/23/2024

  We appreciate you bringing your concerns to our attention and regret any misunderstanding about our passport service.

  GovAssist is a private, online travel service that supports applicants by offering round-the-clock assistance and professional advice throughout the application process. Our disclaimers specify both our service fees and any separate charges.

  Our billing team has already responded to your request with the necessary details. Feel free to reach out again if you have any more questions or need additional information.

  Customer Answer

  Date: 08/23/2024

   
  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:08/15/2024

  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.

  This website is a scam. GovAssist pops up among the top websites in a ****** search for visum to ******. Users get the impression that this is the site you need to be at to get an ETA for ******. You fill in your personal information including passport number etc and your flight info. They have a 3 hour guarantee. They charge almost $200 for the service. However, you get your much ETA faster if you apply directly on the official website of the Canadian immigration service and the fee is $7. I see that there are multiple similar complaints on this webpage.

  Business Response

  Date: 08/16/2024

  Thank you for bringing your concern to our attention.

   At GovAssist, we specialize in providing support for travel-related applications, and we understand your frustration with the delay in your eTA approval. While we strive to process applications as quickly as possible, the final decision is made by the ****************************** Our support team has been informed of your situation, and a billing agent has already contacted you with further details.

  If you need additional information or assistance, please dont hesitate to reach out to our team.

• Initial Complaint

  Date:08/13/2024

  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.

  Govassist has a history of scamming people into thinking they are paying for their passport renewal to be processed when all they do is take your money and your private information and fill out a form for you. THEN they tell you to pay the *********** for the passport renewal. They come up first in search results and their title is convincing enough that you think you are on the US government website. The first email you get after payment says "You have successfully submitted payment for your Passport Renewal" -- attached for review.

  Business Response

  Date: 08/14/2024

  We appreciate you sharing your feedback and are sorry for any misunderstanding regarding our passport service.
  As a private, internet-based travel service provider, GovAssist helps with a range of travel applications. Our website includes disclaimers about our non-affiliation with the government and specifies both our service fees and the separate application fees.
  Our billing department has been notified of your complaint and has already reached out to you regarding your refund request. If you have any further questions or need additional support, dont hesitate to contact us.
  

  Customer Answer

  Date: 08/29/2024

   
  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. I received a reimbursement as I requested. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2024

  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.

  I authorized a charge of over $300 to renew my passport with GovAssist.com. After realizing that this company was not affiliated with the government and after seeing the multitude of negative reviews online claiming that customers had been scammed, I contacted ****************** within 15 minutes of submission. I emailed two separate emails, left them a voicemail as they were not answering the phone, and froze the credit card in question. I am still awaiting a reply but am worried about the security of my information and the funds in question. Other reviews have stated that it has taken a week or more for them to receive a refund, if at all. It also appears that some information that others have provided was forwarded to a third party, which I wish to avoid at all costs. I am seeking to cancel my application entirely and receive a full refund.

  Business Response

  Date: 08/14/2024

  Thank you for bringing your complaint to our attention. We apologize for any confusion regarding your application for our passport renewal, passport card, and Global Entry services.
  GovAssist is a private online service provider that helps with various travel applications. Our website clearly states that we are not affiliated with the government and details both our service fees and the separate application fees.
  We have informed our billing department of your request, and a dedicated agent has reached out to you with information about your canceled order. Please feel free to contact us if you need further details or assistance.

  Customer Answer

  Date: 08/27/2024

   
  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:08/12/2024

  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 needed to renew my passport and did a ****** search on doing so. I thought I was at the government website and they gave me the price for the passport. I paid additional for a passport card. Someone started corresponding with me after I filled out all the information. I realized they were transferring that information to the correct government form. I was charged $158. They sent me the completed form and gave me the address to send it and told me I would need to pay $160 for the passport and passport card. They did at most 5 minutes worth of work. They set their price to match the real passport price to further confuse. A total scam!!!!

  Business Response

  Date: 08/13/2024

  We appreciate your feedback and apologize for any confusion about our service.

  GovAssist is a private online travel service provider that aids with travel-related applications. We include disclaimers outlining our service fees and any separate application fees. Our 24/7 support is designed to simplify the application process and keep you informed throughout.
  

  Our billing department has sent you an email concerning your request. Should you need more information, please do not hesitate to follow up with our team.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22129873
  
  I am rejecting this response because:

  they sent email stating they would refund me $158 but they charged me again!!! They now owe me $316  

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/14/2024

  I apologize. This was a separate $158 transaction not involving Govassist LLC. They have only deducted $158 from my account but I have not yet received a refund.  I resolve the complaint when I do. Thank you. Susan 

  Business Response

  Date: 08/15/2024

  Thank you for sharing your concern of a double charge, there may be some confusion as we only received one payment however we can assist in reviewing our transactions should evidence of a double charge be available. 

  Please review the invoice for the refund that was processed on 13/08/2024. You are welcome to follow up with our team if you require more information.

  Customer Answer

  Date: 08/15/2024

   
  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:08/12/2024

  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.

  While I assumed I was on the Department of State website to fill out an online application to renew my passport, I somehow ended up filling out forms with Gov. ********** which included my social security number, and credit card number as well as other personal information. I questioned the response team about the extra fee they were charging, but since they were giving me directions about taking the forms to the ***************** I assumed it was legitimate. The postal worker informed me that this was not standard procedure and that I should not have been charged another fee. Everything could have been handled through the post office. While I am not happy about what I paid them, I am more concerned about the possible misuse of my social security and bank information.

  Business Response

  Date: 08/13/2024

  We appreciate your feedback and are sorry to hear about the confusion concerning our services. 

  GovAssist operates as a private online travel service provider, helping clients with a range of travel-related applications. Our team offers around-the-clock support and expert advice to facilitate a smooth application process. We are committed to data privacy, with customer information deleted 90 days post-service, or sooner if requested. 

   Our billing department has addressed your request and sent you the relevant details. If you have any more questions or need additional information, please dont hesitate to contact our team.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22129210
  
  I am rejecting this response because:I am not satisfied with the deletion of personal data after 90 days.  I would like SSN,  credit card info and all personal data deleted immediately. 
  Thank you.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/14/2024

  Thank you for expressing your concerns about your data and the misunderstandings.

  We have sent you the refund invoices for your reference and have submitted a data deletion request to remove your information from our system as requested in your desired outcome.

  We apologize again for the issues faced and wish you a successful application.

• Initial Complaint

  Date:08/05/2024

  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 website came up after an US Passport Renewal search. It states they get your passport fast. What they did was type in personal information on the application about my two kids. It was $238.00. Now they have our personal information. That is the worse part. Where is that information stored and who will end up with it?

  Business Response

  Date: 08/07/2024

  Thanks for sharing your feedback with us.

  Were here to clear up any confusion about our service. GovAssist is a private, internet-based travel service provider that helps people around the world with travel-related applications. We offer 24/7 support to guide you through the process. Rest assured, we follow the ***U.S. Privacy Shield Framework and have procedures in place to delete your data once your application is complete.

  Weve addressed your billing concerns and processed your refunds. The details have been sent to you. If you have any more questions or need further help, our team is available to assist you!

  Customer Answer

  Date: 08/07/2024

   
  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,
  
  *************************

  Customer Answer

  Date: 08/07/2024

  I closed this case because Gov ****** responded to my compliant in a timely manner and fully refunded the fees collected.

  Regards,

  *******************

• Initial Complaint

  Date:08/05/2024

  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 July 29th, 2024 I visited the following website (govassist.com) to initiate a new passport. After completing the forms that were identical to the USA passport official forms, I eventually authorized a charge to my credit card of $119.00, thinking this was the passport fee. I completed the transaction, I learned after receiving a 2nd email that this did not seem like a legit business. I went back online and noticed they had a lot of complaints including the BBB for presenting itself as a legitimate agency that does not actually process applications on behalf of the government and does not issue the passport. I gave personal information and noticed they are out of PR. I was charged for providing sensitive information that should only have been provided to an official agency. I immediately emailed the company requesting that they cancel the order and refund the full charge to my credit card. I have received no response and the money was taken out of my bank account. I want them to stop and shred my personal information and refund my money immediately. I am not sure if this is a scam or not. When I saw there website I thought it meant government assistance because I heard you can process a passport online. I have since made an appointment to go in and get it processed. I am worried, they have my SSN. I have their emails and was not sure how to upload them. Please help!

  Business Response

  Date: 08/07/2024

  Thank you for your feedback and for sharing your concerns with us.

  We apologize for any confusion regarding our services. As a private, internet-based travel service provider, we assist applicants with various travel-related applications and operate as a third-party service. Our 24/7 support is designed to guide you through the application process. We understand your concerns about data privacy. Please be assured that GovAssist, LLCs sites comply with the ***U.S. Privacy Shield Framework and we are committed to handling data deletion requests promptly after the application process is complete.

  Our billing department were notified of your request, and a billing agent has reached out to provide details about your refund. Should you have any further questions or concerns, please feel free to contact our team directly.

  Customer Answer

  Date: 08/09/2024

   
  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.
  

  Please note, this business sent me a separate email offering a proposition to give them a good review in return for the refund. I refuse to give a good review! I do accept the refund. I would not recommend this company to anyone.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/03/2024

  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.

  GovAssist markets itself as a passport renewal site; I provided my information and then quickly realized that it did not appear to be a legitimate business, which was further verified by online research, including complaints on the BBB site. I have asked the company to cancel my request and have disputed the charge.

  Business Response

  Date: 08/05/2024

  Thank you for your feedback on our service.

  We regret any misunderstanding. GovAssist operates as a private, internet-based provider specializing in travel-related applications and passport renewals. We strive to avoid any misleading information by including disclaimers about our third-party status. Our goal is to offer thorough and professional support around the clock via multiple communication platforms.

  Upon checking our system, we found that your order was canceled by our support team, and the relevant cancellation details were sent to you. If you need additional information, dont hesitate to reach out to us.