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:08/31/2025

  Type:Billing 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: August 30, 2025 Amount charged: $97 Gov+ is a scam. The amount charged was only to fill out the form, not the amount the government would charge for *** pre-check! When I requested to cancel the application and receive a refund, GOV+ refused! This is outrageous!!

  Customer Answer

  Date: 09/05/2025

  The business has sent me the refund. I would like to close the complaint. Thank you. 

• Initial Complaint

  Date:08/25/2025

  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.

  Searching on the internet for how to apply for TSA PreCheck, the Gov+ site came up. I filled out the application and paid $97 and got an appointment to go to go in to be Fingerprinted etc. When I find out I will be charged $76 extra at the *********. So essentially Gov+ took $97 dollars from me for no service. And I will have to pay Yearly for their non service. I am also disturbed that there was nothing to suggest that this was not an official government site and the only way to apply for TSA PreCheck. I feel scammed

  Business Response

  Date: 09/06/2025

  Dear ****** ******
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We feel it is important to clarify several key points. You may have come across one of our ads on ********, since you mentioned searching on how to apply for a TSA PreCheck.  After which you independently chose to create an account on our platform, GOV+ (****************************). GOV+ does not advertise itself as ***, nor do we claim to be a government agency or affiliate. Our website prominently and repeatedly discloses that For example, the homepage clearly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. These disclosures appear in multiple locations including the footer, FAQs, and Terms & Conditions.
  
  Our platform includes features such as identity and document protection, automatic renewal reminders, online notary, passport photos, guided filing assistance, digital preparation, real-time tracking, and 24/7 live support.. These premium features are optional, but valued by customers who choose our services.
  
  In this case, the $97 payment made on August 12, 2025which clearly states below the amount Government fees are not includedwas voluntarily submitted by manually entering billing information and clicking Submit, an intentional action that required active user engagement. This payment was for access to our platform and services, not for the *** enrollment fee, which must always be paid separately and directly to ****
  
  Regarding the subscription offers, GOV+ systems do not auto-enroll customers, nor can charges be processed without explicit authorization. In fact, you are not enrolled in any of our subscriptions: monthly or annual. You skipped those offers, confirming that enrollment was optional and not required. What you opted in for was the opportunity to have your TSA government fee waived if you applied for a new credit card that provides such a benefit.
  
  As for appointment scheduling, please note that the appointment slots initially provided are limited and fill quickly. We do not control or influence the release of schedules by the agency, nor can we reserve them on a customers behalf. This is why, when you reached out on August 24th regarding difficulty in selecting an appointment, we investigated and found the page was returning a Page not found error because the previously offered selections were no longer available. At that point, you shared your preferred dates and times via chat (8/28/2025 early morning or late afternoon / 9/2/2025 or 9/4/2025). This request was acknowledged, and we secured the appointment for you. A booking confirmation was sent on August 28, 2025, at 9:10 AM (CDT) for IdentoGO, ****************************************************************************************
  
  Regarding your concern about feeling scammed, we would like to reiterate that GOV+ is a private company providing application preparation services. To characterize us as a scam simply because the government offers a free, do-it-yourself option is a misunderstanding. By that logic, one might also call an accountant a scammer because the *** allows individuals to file their own tax returns for free. Choosing to use a professional service is not the same as being misled; it is a decision you made, and we fulfilled our part of that service.
  
  We regret that you feel disappointed, but the facts remain: you created and activated your account, completed the application form, manually entered your payment information, agreed to the terms and conditions, were issued appointment schedules, and even had your preferred appointment booked and confirmed via email.
  
  Your complaint appears to stem from a misunderstanding of the value and scope of our services. Nevertheless, we issued a full refund of $97 on August 27theven though services were renderedas a gesture of goodwill. Your TSA PreCheck appointment has also been canceled, and a refund confirmation email has been sent.
  
  To prevent further confusion and to ensure confidence in any future transactions, we respectfully ask that you refrain from using our platform going forward. This will allow us to focus on customers who seek and value the support our services are designed to provide. We consider the matter closed.
  

  Customer Answer

  Date: 09/08/2025

   
  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:08/25/2025

  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.

  When applying for my passport I did not realize that this was not the official government website until after I had given my SS# and credit card number when attempting to renew my passport on 8/24/25. Based on the other complaints here at BBB and the constant marketing emails I have received from Gov+ I believe they are a scam. I do not believe that I will get the services promised. I paid $97 for passport application, and now waiting for up to three days before the next step, which seems excessive. I would like a complete refund of all the money I paid and the company to close my account and information.

  Business Response

  Date: 09/06/2025

  Dear ***** *****,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.

  First, GOV+ has never claimed to be the **** *******************, nor do we present ourselves as the official government website. Our website makes this clear in multiple places including the homepage, footer, FAQ, and Terms with the statement: Were not the government were a private company here to help. While we understand that some individuals may overlook these disclosures before submitting payment, this does not turn a clearly disclosed, legitimate service into a scam.
  
  As for marketing emails, these are standard courtesy communications sent to customers who voluntarily provide their contact information during the application process. Every email includes an option to unsubscribe instantly should you no longer wish to receive them.
  
  We also understand that reading multiple complaints on the BBB may give the impression of a pattern. However, BBB complaints represent only a fraction of our total customer base. ********************** has assisted hundreds of  thousands of individuals in successfully completing their government-related applications. It is not unusual for individuals who misunderstand the nature of our service to label us unfairly. Meanwhile, the vast majority of our customers complete their applications successfully and with satisfaction they simply dont take to public forums to share that experience. We have thousands of successful applications and positive reviews that far outweigh the comparatively small number of complaints.
  
  It is worth noting that many of these complaints stem from the same misunderstandingconfusing GOV+ with the government itself. These are typically resolved quickly with clarification. So while X number of complaints may sound concerning without context, in proportion it reflects neither fraud nor illegitimacyit reflects the scale of our operations and, at times, a customer not fully reviewing the information presented before completing a purchase.
  
  You mentioned providing your Social Security Number and credit card information without realizing GOV+ is not the government. Respectfully, entering payment information and authorizing a charge of $97 involves several deliberate confirmations. No charges are processed without explicit customer authorization. Regarding your Social Security Number, it is important to remember that you were applying for a passport renewal, which necessarily requires detailed personal information. This is not a casual transaction like ordering food or booking a ride it is a federal identification process. For your reassurance, GOV+ uses bank-level, 256-bit TLS encryption along with strict PCI DSS compliance standards to protect sensitive data. Your information is encrypted and safeguarded with the same level of security required of financial institutions.
  
  With respect to the three-day review period, this is in place to ensure accuracy, compliance, and to minimize the risk of errors that could cause costly delays or rejection by the ****************. When you submitted your application on August 24th, our logs confirm you attempted to contact us the following day but disconnected before reaching a live agent. While we cannot provide assistance if an interaction is ended prematurely, our team did attempt to follow up. At 1:28 PM on August 25th, we placed a call to you, left a voicemail, and also sent an email offering assistance.
  
  On August 27th, you replied to our email indicating your intention to proceed. At that point, our customer specialist, ****, personally worked with you to ensure your photo met State Department standards and completed your application. He also monitored the shipment of your application kit and provided you with updates during its transit. Your application kit was successfully delivered today, September 5th.
  
  We hope this resolution demonstrates that GOV+ values transparency and accountability. We remain committed to supporting you and ensuring your application process runs as smoothly as possible. If you have any questions or in need of further assistance, feel free to reach out using the thread with our specialist ****. We deeply value your trust and would be honored to assist you.
  

  
  

  Customer Answer

  Date: 09/11/2025

   
  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:08/23/2025

  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.

  Searched for how to apply for TSA PreCheck for my son **** and the Gov+ site came up. I filled out the application and paid $97 on 8/9/25 and $57 for expedite. I wasnt able to actually schedule an appointment or go the next step and after research discovered Gov+ isnt an accredited site so just had to go schedule a REAL appointment through Clear which is accredited. The appointment is Monday 8/25/25. I will be charged the standard fee and nothing I paid through Gov+ counts at all apparently. The search result was the first in the list and the gov+ gave the appearance of an official government website, but this is obviously a scam. The number of e-mails encouraging me to add my passport info, birth certificate raised suspicion something was off. I would urge folks to steer clear of this scam. I would love to figure out how to get my money back from them - I do not have spare funds to throw away like this.

  Business Response

  Date: 09/03/2025

  Dear ********* ******
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We feel it is important to clarify several key points. GOV+ does not advertise itself as ***, nor do we claim to be a government agency or affiliate. Our website prominently and repeatedly discloses that GOV+ is a private company providing application preparation services. For example, the homepage clearly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. These disclosures appear in multiple locations including the footer, FAQs, and Terms & Conditions.
  
  Our platform includes features such as identity and document protection, automatic renewal reminders, online notary, passport photos, guided filing assistance, digital preparation, real-time tracking, and 24/7 live support.. These premium features are optional, but valued by customers who choose our services.
  
  In this case, the $97 payment, done on August 9th 2025, was voluntarily submitted by manually entering billing information and clicking submit, an intentional action requiring active user engagement. ********************** systems do not auto-enroll customers, nor can charges be processed without explicit authorization. The payment was for access to our platform and services not for the *** enrollment fee, which is always paid separately and directly to ***. As for the additional services being offered, please know that these are entirely optionalall customers have the right to skip. No one is mandated or coerced to use them.
  
  Please note that multiple courtesy notifications were sent reminding you to complete the application. At this time, the application remains in awaiting appointment selection status because two fundamental steps were never finalized: selecting the preferred appointment date and time, and confirming the choice. Simply put, an appointment is not secured unless the applicant completes these basic steps on their end.
  
  As expected, appointment schedules are limited and get booked quickly. If a time slot is unavailable, please understand that we cannot control or influence the agencys release of schedules. What we can do, however, is assist with a customized booking if an applicant has a preferred date, time, or location not offered during the initial selection. That option is always availableyet in this case, no such request was made.
  
  We carefully reviewed our communication records and found no evidence that you or your son reached out to us prior to filing this complaint. We are, and always have been, available to clarify or assist directly. For the most efficient and constructive resolution in the future, we encourage reaching out to us first rather than resorting to external complaints, as direct communication ensures a transparent and mutually beneficial outcome for all parties.
  
  While the complaint reflects a misunderstanding of the value and scope of our service, we have nonetheless processed a full refund of $97 and $57 despite our 7 day refund policy.  A confirmation email with refund receipts has been sent as well. We attempted to reach out you to inform you of this but we reached your voicemail, so we left you with that instead. To prevent further confusion and to ensure you are confident in any future transactions, we kindly ask that you refrain from using our platform going forward. The account and all information has been deleted.  We consider this mater closed.

  Customer Answer

  Date: 09/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I still maintain that they've made their site and what they do (nothing useful - it wouldn't actually allow me to make an appointment), they did refund my money so ultimately, I find that this resolution is satisfactory to me.  NOTE that I didn't believe it was a government site, I believed they would expedite getting a TSA clearance, which proved not to be the case whatsoever.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:08/21/2025

  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 on-line to research replacing my passport. This organization was the first result. It has the appearance of being government sponsored. I began the process. I provided them my name, address, email, phone, date of birth, place of birth, social security number, passport number. I uploaded a photo. They billed me $216.00 immediately. The system advised it would be 3 days for them to process the order. 3 days later it stated the same. And again 3 days later, and then again. It eventually advised the photo did not meet requirements. I submitted photo after photo. The system states it will correct/adjust it as needed, yet does not. The photo is too dark, too light, too high, too low, too close, too distant, etc. I did a chat with AI and then a person. Still it could not take my photo. This is now one month out. Now when I log in, it does not recognize my user name or password. It does not have my cell on file to send me a verification code. I would like my $216.00 refunded. Their policy is to refund only in the first 7 days, yet they drag out the process beyond that. I see there are multiple complaints of this nature against them. My user name with them was ******************* Thank you for your help.

  Business Response

  Date: 09/01/2025

  Dear ****** ******, 
  
  We appreciate the opportunity to respond to this complaint, though its important to set the record straight.
  
  First, we would like to clarify that GOV+ is a private company offering optional support services for government-related applications. We are fully transparent about the nature of our services, which is clearly communicated on our website, ****************************. Our homepage already states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is displayednot buried in fine printand is further detailed in our Terms and Conditions, which are available to all users prior to purchase. Additionally, Government fees are not included is stated both on our homepage and on the payment page. Suggesting that our site appears government sponsored overlooks the multiple disclaimers displayed throughout the process.
  
  The use of GOV+ is entirely voluntary. Many customers review this information, understand the differences, and still choose to use our platform because they value the convenience of filing multiple applications in one place, our autofill technology, reminders, identity and document protection, dedicated customer support, and more. ********************** provides a unified platform for a wide range of government-related applications. The government does not offer such consolidated services, which is precisely why the majority of our customers prefer our platform over filing independently.
  
  Second, regarding the photo issue: passport photo standards are not determined by GOV+, but by the ************************. These requirements are exacting covering everything from lighting, to quality, to distance, to angle, to framing, to attire and many more. They are not arbitrary, and they are enforced universally. If your application  underwent review and was flagged because your photo was too dark, too light, taken too high, too low, or otherwise noncompliant, it was because those factors would have led to a guaranteed rejection at the State Department level. Our review process exists precisely to prevent applicants from submitting photos that would be rejected when the application is already being processed at the facility
  
  As for the timeline, what dragged out the process was not GOV+ delaying, but rather the need to resubmit photos that failed federal compliance. It's important to understand that our ability to complete your application depends entirely on how promptly and accurately required materials are submitted. Each resubmission restarts the review clock. Delays typically arise when instructions are ignored or when incomplete or non-compliant information or requirement is provided. Had the photo met the qualifications the first time, the application would have proceeded without issue.
  
  Regarding account access: login difficulties are almost always the result of incorrect credentials being entered. The system does not forget usernames, passwords, or phone numbers. For security purposes, the information must match exactly what was originally provided by the customer. This safeguard is intentional it protects sensitive data such as your personal information from being accessed by anyone other than the verified account holder.
  
  As with any secure platform, users are expected to maintain responsibility for their own credentials. If those credentials are lost, mistyped, or inconsistently provided, the system will block access by design. This is not a flaw but a standard security measure.
  
  Finally, regarding multiple complaints, the number represents well under one percent of total transactionsa ratio that most companies handling sensitive, high-volume government-related applications would consider enviably low. Its worth noting that many of these complaints are repetitive in nature, and most are resolved with clarification and, often, refundseven in cases where no refund was technically due. In fact, we also have thousands of positive reviews and successful applications that far outweigh the handful of negative ones youve chosen to focus on. While we understand how a company having complaints may sound concerning at first glance, when viewed in proportion, its less an indictment of our legitimacy and more a reflection of the scale of our operationsand of the fact that not every customer reads all the information presented before purchasing.
  
  Nonetheless and despite the fact that your refund request falls well outside our 7-day policy we have already processed a full refund of $216. This was communicated to you by our representative, *** on August 28th via email. This was done as a courtesy and in good faith, not because of any failure on our part. We consider this matter closed.
  
  

  Customer Answer

  Date: 09/02/2025

   
  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:08/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business had me fill out questions related to my passport renewal. I currently have a passport even though it is in my maiden name and so I requested a renewal but instead the company set me up with a new passport application which I did not know until I had paid my money and received my forms and they told me to make an appointment at the post office. My forms were incorrect and I had paid money for services that I did not need. They were unable to help me with transferring my application to a passport renewal. Instead, I had to print out new forms and mail them in and pay for postage. They did not provide services that they promised and messed up my application. I wasted precious time with this company and money. I paid $97 for services which I was not provided. I had to print off the forms and mail them myself and print a shipping label. They also charged me an additional $19 government fee which was not accounted for.

  Business Response

  Date: 09/01/2025

  Dear ***** *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We regret that your experience did not meet your expectations; however, please note that your application activity is fully documented. On August 7th, you began a passport renewal using the email address ******************* At that time, the system notified you that this email was already associated with an existing account. The application was not finished, nothing was charged. Instead of logging in, activating your account  and continuing from there, you returned to the main page, created a new account and  and submitted an entirely new application for a first-time passport under ***************************************
  
  That new application was completed, paid for, and processed exactly as submitted and this is the package you received. Because renewal and new passport applications require different information, requirements and fees, there is no way to transfer one into the other after the fact. For comparison:
  
  GOV+ PASSPORT RENEWAL APPLICATION KIT:
  Prefilled Form
  Passport Photo
  Envelope with prepaid label
  *optional for $19* Guaranteed Government fee - Check for $130 (Standard processing) / Check for $190 (Expedited processing) - GOVERNMENT FEES ARE MANDATORY, We just issue checks in your behalf for a fee
  
  GOV+ NEW PASSPORT APPLICATION KIT
  Prefilled Form
  Passport Photo
  Copy of your Proof of Identification
  Copy of your Proof of Citizenship
  *optional for $19* Guaranteed Government fees - Check for $35 (Execution / Acceptance fee) Check for $130 (Standard processing) / Check for $190 (Expedited processing) - GOVERNMENT FEES ARE MANDATORY, We just issue checks in your behalf for a fee
  
  In short, what you paid for and what you received was not an error on our part, but the direct result of the application path you chose and completed. You were, in fact, offered the option of a prefilled renewal form to print and submit however, you elected to proceed differently.
  
  Nonetheless, despite the inaccuracies in your claims and the fact that your refund request fell outside our refund policy due to our services being rendered in full, we have, in good faith, processed full refunds and canceled your application. Should you wish to re-apply, you may do so at your convenience by selecting the correct type of application. Our team remains available should you have further questions or need assistance with a future application. We consider this matter closed.
  

• Initial Complaint

  Date:08/20/2025

  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.

  I searched for TSA Precheck information and the Gov+ site came up. I was charged $96 with the appearance that this transaction would cover the complete process. However, I was notified that there would be an additional fee of $76 to be paid at the appointment. This is intentionally misleading by Gov+. They should make this clear. They also tried to get additional information for other services, which made me suspicious of a scam. I attempted several times to get information concerning my TSA process by chat, but was given the same programmed answer. I was cut off when trying to speak to a representative, and now cannot get the site to respond to me at all concerning my appointment scheduling. This company operates right on the edge of illegal, and should be investigated.

  Business Response

  Date: 08/31/2025

  Dear *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns regarding your TSA PreCheck application with GOV+ and want to clarify the points you raised.
  
  First, the $97 you authorized and paid to GOV+ was for the use of our private platform which provides one-click form filing for multiple government applications, real-time tracking, online notary services, passport photos, guided application and customized assistance, digital preparation, 24/7 live support and morenone of which are offered by the government. Please know that using our service is entirely optional and users are free to apply directly through government agencies without our assistance or fees.
  
  GOV+ operates fully within all applicable local and federal laws. Our services are transparent and entirely optional. To suggest that GOV+ is intentionally misleading would imply that we present ourselves as a government entity which we do not, and have never done. In fact, our website explicitly states WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. and in multiple locations including the  footer, FAQs, and Terms & Conditions that GOV+ is a private company, not affiliated with any government agency.
  
  Also stated on the website, terms and conditions and before payment is submitted - Government fees are not included. While it is understandable that the separate government fee may have come as an unwelcome surprise, it is not hidden nor unique to GOV+ it is the standard process required for TSA and many other government applications. For new applicants, the *** PreCheck enrollment fee is always paid directly to *** at the time of the in-person appointment. It covers the cost of your interview, background check, biometrics, and once approved secures your PreCheck membership for 5 years..   
  
  Regarding your chat experience every conversation begins with automated guidance to resolve the most common questions quickly. However, there is always an option to connect to a live agent. The chat system only disconnects when a customer becomes unresponsive, leaves or closes the session. Each time that happens, the customer is placed back at the end of the queue when reconnecting. Staying engaged ensures uninterrupted support.
  
  We sincerely appreciate the opportunity to clarify your concerns. If you have any inquiries or need any further assistance, feel free to reach out to us directly via email: ********************************* Well be happy to coordinate a phone call at your convenience.
  
  

  Customer Answer

  Date: 09/12/2025

  I spoke with a representative from ************************** and the complaint has been resolved.

  Customer Answer

  Date: 09/12/2025

   
  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:08/19/2025

  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.

  Gov plus lied about services and time frame and pricing

  Business Response

  Date: 08/31/2025

  Dear ***** *****,
  

  We acknowledge receipt of your complaint and have carefully reviewed your concerns regarding your passport application, photo requirements, and processing timeline. While we fully understand your frustration, it is important to clarify several key points.
  
  Passport photo standards are set by the ************************ and are non-negotiable. These requirements extend far beyond no glasses and a neutral expression they include specific stipulations regarding lighting, angle, shoulder framing, and attire. These are not unique GOV+ policies; they are federal requirements applied universally (see: U.S. State Department Photo Requirements).
  
  For example, uneven lighting that causes shadows on the subjects face or subject not wearing upper clothing are all valid grounds for rejection. These are the same standards that passport facilities themselves enforce our process simply identifies them early to prevent your application from being rejected downstream.
  
  With respect to your timeline, the delays you experienced were caused primarily by the repeated photo resubmissions, each of which resets the review clock. While this is understandably frustrating, the alternative would have been for you to bring a noncompliant photo to your in person appointment, resulting in a guaranteed rejection.
  We could have also  assisted you more efficiently if the chat sessions have not been abandoned mid-conversation. Each time a customer leaves the chat, the system places them back at the end of the queue. Our team assists customers in the order they arrive, and remaining connected ensures that your case is resolved without unnecessary delays.
  
  Due to the issues with your photos, you were, in fact,  advised to just use a professionally taken 2x2 and we will  refund you $15 once you receive the package.
  
  Your application has been confirmed and your package is now in transit (**********************). Once you receive it, please feel free to respond to the email thread from our representative, *******. Well be happy to coordinate a phone call at your convenience.
  
  

  
  

• Initial Complaint

  Date:08/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my frustration with the ongoing issues Ive experienced during the passport processing through your GOV+ service. Despite uploading the required documents and contacting both the ***************** and the Better Business Bureau, I have yet to see meaningful progress.Whats particularly concerning is the repeated upselling throughout the process. It appears that unless I pay additional fees, my documents will not be forwarded to the ***************** in a timely manner. This approach feels misleading and borders on deceptive advertising, especially when the implication is that expedited service is only available through further payment.I urge your team to prioritize completing the original service as promisedwithout further delay or unnecessary upselling. Please ensure that my documents are sent to the ***************** immediately.Thank you for your attention to this matter. I hope to see prompt resolution and improved transparency moving forward.

  Business Response

  Date: 08/31/2025

  Dear *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  First, we would like to clarify that GOV+ is a private company offering optional support services for government-related applications. We are fully transparent about the nature of our services, which is clearly communicated on our website, ****************************. Our homepage states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP.  Wed also like to clarify a key point regarding the nature of our services:  We do not issue passports or official documents. What you paid for was access to our platform and software, which streamlines the government application process by guiding users through form completion, documentation requirements, and submission preparation. The ************************ is solely responsible for reviewing applications and issuing passports.
  
  As stated in our Terms of Use (Section 4, Item 2):
  
  Many government applications are provided and may be completed (or filed) directly with the government for free without the assistance of GovPlus or any other third party. Our Service provides simplified online preparation and filing software to assist in preparing and filing certain specific applications.
  
  Our services are entirely optional, and users are free to complete government forms independently at no cost.
  
  With regard to the additional services you referenced, such as expedited processing or enhanced support, please note that these are entirely optional add-ons. These are not mandatory. Customers who prefer not to use them are free to proceed with only the base service.
  
  We sincerely appreciate the opportunity to clarify and assist you with your concerns. Your application kit has been successfully delivered to your specified mailing address on August 28th, as communicated to you via email by our manager, *****. 
  
  If you need any further assistance, feel free to respond to the email thread from our manager, *****. Well be happy to coordinate a phone call at your convenience.
  
  

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 5, 2025 , I used Gov Plus, Claymont DE, to apply for passport ********** husband, ******* *********, also used GovPlus that same date, for passport renewal. The total charges for their service was $316.88.We have not received our passports.The US government site for checking passport application status shows no results for either of us.

  Business Response

  Date: 08/31/2025

  Dear ***** and *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We regret that your experience did not meet your expectations and understand that delays with passport applications can be concerning. Please understand that our processing speed is directly tied to how quickly customers provide complete and compliant information. Delays occur when instructions are disregarded or when required materials are not submitted.
  
  Your applications were placed on hold due to rejected passport photos. GOV+ strictly follows the ************************* compliance standards, which include requirements for sizing , quality, lighting, and facial positioning. If a photo fails to meet these standards, it cannot be accepted for submission. These requirements are set by the *******************, not GOV+. While the system initially accepts photos based on technical criteria such as file size and format, a compliance review is always conducted to ensure adherence to federal standards. In your case, both your photo submissions did not meet these requirements. Emails were sent to you requesting you to address the issues cited so the applications can move forward. Since no actions were taken, the applications could not proceed.
  
  Given that your stated resolution is a refund, despite our 7 day refund policy, we have processed  full refunds and canceled both your applications and an annual subscription. This was communicated to you by our representative ******* via voice mail on August 25th,  since our attempt to speak to you might have been inconvenient.  A refund confirmation email was also sent with all the refund receipts attached for reference. We consider this matter closed.
  
  
  
  

  Customer Answer

  Date: 09/04/2025

   
  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,
  
  ***** *********