Business Profile

Information Technology Services

Govassist LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Information Technology Services.

Complaints

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

Customer Complaints Summary

229 total complaints in the last 3 years.
221 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/13/2024
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.
Initial Complaint
Date:07/20/2024
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 16, 2024 I visited the following website (govassist.com) to initiate a passport renewal. After completing forms mimicing USA ********** official forms, I eventually authorized a charge to my credit card of $258.Within eight minutes of completing the transaction, I learned that ^ the business had numerous complaints via BBB for presenting itself as a legitimate agency that does NOT actually process applications on behalf of the **********. and certainly cannot issue anything.^ Charged me for providing sensitive information that should only have been provided to an official agency.^ And I immediately emailed the company requesting that they cancel the order and refund the full charge to my credit card.Since that time I have received en email telling me that they can't handle my request in the time frame specified and that they will be passing on my information to another company. I want them to stop doing ANYTHING with my data - repeat - MY DATA - and refund my money immediately.
Business Response
Date: 07/23/2024
Hello ******,
We appreciate you bringing your concerns about our service to our attention. We apologize for any confusion regarding our services.
GovAssist is an online travel service provider that assists applicants with various travel-related applications, including passport renewals. We offer round-the-clock support and guidance throughout the application process and clearly state our status as a third-party service provider not affiliated with any government entity. We regret any misunderstanding that *** have occurred. Upon reviewing your case, we found that our support team promptly processed your cancellation request upon notification.
The cancellation has been successfully processed, and the canceled order transaction invoice is attached for your reference. Additionally, we adhere to a stringent data privacy policy aligned with the ***U.S. Privacy Shield Framework, ensuring that your information is not shared with any other parties.
We apologize for any inconvenience caused and are here to provide further assistance if needed.
Customer Answer
Date: 07/23/2024
The business has cancelled / reversed the charge. This is no longer an lssue for me, although I still believe the business shouldn't be allowed to operate the way it does.
Customer Answer
Date: 07/24/2024

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.
The business has cancelled / reversed the charge. This is no longer an lssue for me, although I still believe the business shouldn't be allowed to operate the way it does.

Sincerely,

*****************************
Initial Complaint
Date:07/17/2024
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.
Date of transaction: July 2, 2024 Fee: $119 This is a fraudulent service that gathers personal information required for a passport application under the guise of being a government entity.
Business Response
Date: 07/19/2024
Thank you for your feedback regarding our service.
We apologize for any misunderstanding regarding our service. Our goal is to offer a streamlined and thorough application process for travel-related applications. It's important to note that we are a private internet-based travel service provider, with terms and disclaimers outlined on our website. As for your personal information, please rest assured that we strictly adhere to a robust data privacy policy and are compliant with the ***U.S. Privacy Shield Framework administered by the U.S. ********** of ********************** light of the situation, we have processed a refund for your recent service with us. We remain at your disposal to provide any additional assistance or information you may need.
Customer Answer
Date: 07/19/2024

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: 07/19/2024
Im still waiting for my money to be refunded. Just FYI. I dont think this matter is closed until that has been confirmed
Thank you for the assistance with obtaining a satisfactory resolution.
Initial Complaint
Date:06/27/2024
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.
Dear *** or Madam, I am 77 years and l got confused by the GovAssists website which impersonated a ********** of ***** website. It was never my intention to use Gov ******* ******** i requested them to cancel the service and issue a refund back to my debit card less than 24hrs after making the mistake. Yet, almost 3 months later, they still havent issued a full refund, Please help resolve this so I dont have to hire a lawyer as well. Thanks!
Business Response
Date: 07/02/2024
Hello *****,
We are sorry to hear that there was a misunderstanding regarding our US **** service.
GovAssist is a private internet based travel service provider that helps applicants worldwide with various travel related applications and we can assure you that we don't intend to mislead our customers but rather provide 24/7 support and professional guidance throughout the application process. We have disclaimers on our website and at the check out stage which indicate that we aren't affiliated with the government and the separate service fees.
We noticed that our billing department received your refund request and you were able to agree to a partial refund due to services rendered to cancel the service. Our team has since sent you an email with the details and you are welcome to follow up with our dedicated billing team if you require further assistance.
Customer Answer
Date: 07/02/2024

Complaint: 21909742

I am rejecting this response because after 3 months, I still haven't received the refund on my debit card nor have I received confirmation of when it will be made.

Sincerely,

***************************
Business Response
Date: 07/04/2024
Hello *****,

We apologize for any further misunderstandings regarding our previous response to your complaint.

We have processed a 75% partial refund due to service rendered as agreed via email correspondence and we have attached the email confirmation and partial refund invoice. The refund is credited to the same payment method used at the time of purchase and will appear in your account within 1-10 business days.

You are welcome to follow up with us if you require more information or assistance regarding the partial refund.
Initial Complaint
Date:06/11/2024
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 went online to Govassist.com to fill in an application for global entry. They charged me and took a great deal of my personal information. They charged my credit card on 4/12/2024. They scheduled an appointment in ************ knowing I live in ********* **. I asked them to schedule an appointment at ***********. They proceed to tell me next month they will try. Then next month comes and they tell me its full and they will try the following month. Any time I try to get answers regarding my application and a date for a global entry appointment they provide useless generIc emails and do nothing. It has to be a scam. I want my full refund of ****** U.S. dollars refunded. I have attached just a few of the many emails and attempts I have made to schedule an appointment to discuss this situation with them.
Business Response
Date: 06/18/2024
We appreciate your feedback and complaint and apologize for the issues faced with your Global Entry Application.

We understand your concerns as unfortunately, the appointment availability is dependent on the location that you wish to attend your interview and the availability at the specific appointment location. Please take into account that ****************** is a private internet-based travel service provider that assists applicants with various travel-related applications although we aren't affiliated with the government we do assist our customers with any application-related issues and in reviewing appointment availability but unfortunately, there are occasions where appointment dates may be delayed.

Reviewing your application with us, we see that our team reviewed the availability but unfortunately, the dates were moved back on each occasion when reviewing which we understand caused an issue and for you to feel that we had misled you however we did attempt to provide other location options due to the lack of availability at your specified location.

After receiving your feedback and that you felt misled, our billing department has refunded you in full although we had paid the government fee on your behalf leaving us at a loss. Our billing team has sent you email correspondence regarding the refund and you are welcome to follow up with us if you require further details.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Govassist LLC is NOT a BBB Accredited Business.