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:07/29/2025

  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 ****** for how to apply for TSA PreCheck, the Gov+ site came up. I filled out the application and paid $96 and got an appointment to go to ***. When I arrived there, I was charged $76 and told they took no money on-line only in person. So essentially Gov+ took $96 dollars from me for no 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

  Customer Answer

  Date: 07/30/2025

  I have heard from Gov+ and accept their explanation.  

   

• Initial Complaint

  Date:07/24/2025

  Type:Delivery 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.

  Application for passport was initially done on 05/19; I felt as though I was being scammed, I gave them all the information the information that was needed and no passport was provided, I would follow up with them daily and there was always something wrong with my application. I have asked for a total refund in the amount of $291.98 for the services that were not provided.

  Customer Answer

  Date: 07/25/2025

  I have received a full refund, thank you for your help, greatly appreciated.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over a hundred dollars to have my passport renewal expedited and I never received the package even after multiple attempts to contact thus company. I'd like a refund fir services not rendered ie: theft

  Business Response

  Date: 08/04/2025

  Dear ***** *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau.
  and giving us the opportunity to clarify your concerns.
  
  We understand your frustration and want to assure you that we take all concerns seriouslyespecially when words like "theft" are used inappropriately to describe a service that was fully rendered and fulfilled in good faith.
  
  To clarify: your application was completed, processed, and your application package was mailed to the address you provided. According to our tracking records, **** tracking number **********************, it was delivered successfully on July 7th. At that point, our obligation to deliver the product as promised had been met. If the package was lost, misplaced, or not retrieved from your location, we encourage you to check with household members, neighbors, or your local postal carrier.
  
  Our service does not include chasing down items that go missing after confirmed delivery, nor does it transfer responsibility to us for post-delivery events outside our control. Thats not how our service worksand it certainly doesn't constitute "theft." However we did check this information for you as a courtesy.
  
  The service was completed, the application package was delivered, and no service failure occurred on our end, but we still issued a full refund for a service that was, quite literally, delivered. Please see the refund confirmation email we sent on July 30 along with the refund receipts. We consider this matter closed.
  
  

  Customer Answer

  Date: 08/05/2025

  They did not deliver the package as they claim. I wirked with them since may to give them a chance to redeliver but they did not.  Therefore, i requested a full refund which i am waiting to receive.  I have an email confirmation but have not seen it in my account as yet.  Thank you for your help! 
  

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

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

  Business Response

  Date: 08/07/2025

  Dear ***** *******, 
  
  The refunds were processed in full and the funds already left our account. You may check you Visa ending 2300 or reach out to your back and provide the  following information: 
  
  July 30 2025 - $97.00 - ARN: *********************** - Approved
  July 30 2025 - $130.00 - ARN: *********************** - Approved
  July 30 2025 - $19.00 - ARN: *********************** - Approved
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/22/2025

  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.

  Gov+ was supposed to help with my passport renewal. They did not get back to me as to what was wrong. The dashboard kept stating 3 more days for review which was over two weeks ago.I tried to chat with them without help. I asked for live person chat who was to respond in 24 hours, that respond never came I tried to call but no answer. Kept me on hold.I paid for expedited payment for the government fee of 130. I applied 6/24/25, I really need my passport. My significant other applied for his July 10 on the government web site and has received his passport in the mail already This is false advertisement and they don't respond to help My passport application has not been reviewed by them in order to be sent in.I plan on using the government website and paying the fees over again I would like what they charged me returned for the fees and also the use of thier software since it did not work Also the expired check fee of ***** since they never sent in anything Total 246. I also paid ***** for expedited premium but I will let that go.

  Customer Answer

  Date: 07/25/2025

  I have received a full refund which has been refunded to my bank. I also received a phone call from the company. Everything is now resolved.  Thank you so much for helping me get my issue taken care of.  So this can be closed. 

  Thank you,  ****** Flesch 

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied on or around March 10th 2025 for a passport. I made three payments totalling $309. I sent all information and picture. After a couple of months I reached out to them and was told they sent a package of stuff for me to fill out and return. I never received it and the said there was an error and it was never sent. They then asked if I wantto continue the process or a partial refund. I responded that I wanted my passport but if the was no possible then I want a full refund. Heard nothing else. I reached out again and received a call that went to voice mail. I tried returning the call but although the person supposedly spoke English I could not understand a word. There has bee no communication since then. I also think that it is very concerning that they block all of the comments on social media so no one can see the complaints. Poorly ran business.

  Business Response

  Date: 08/04/2025

  Dear ***** *******
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  Were sorry to hear that your experience did not meet your expectations and fully understand how delays can be especially frustrating. We appreciate the chance to clarify the circumstances and provide more context regarding your application.
  
  You submitted your passport application and opted into the ******************** on March 11th. Upon review, we identified two issues with your submission, which we promptly communicated to you via email on March 12th:
  
  * Passport Photo: The photo did not meet *************** of State requirements due to being taken too close to the face.
  * Proof of Citizenship: The birth certificate you submitted lacked a visible official seal, which is required for processing.
  
  Regarding your TSA PreCheck, please note that while the service was pre-paid, enrollment was never completed. Please understand that we are unable to complete your applications without all the required information and files. 
  
  We also sincerely apologize for the inconvenience you experienced with the lack of system-generated notifications about your application kit being sent out and delivered. As part of recent system upgrades in preparation for new services, a small number of applications were temporarily impacted. Notifications were issued prior to these updates, and we regret any disruption this caused.
  
  Due to the issues mentioned above, your passport application package remained with us. Given the nature of your complaint and the resolution you requested, both the passport and TSA PreCheck applications have been canceled, and a full refund was issued on July 25th. Below is the breakdown for your reference:
  
  - $67 GOV+ Service Fee (New Passport Application)
  - $77 Discounted GOV+ ******************** Fee
  - $165 Government Fees ($130 Passport Fee + $35 Execution Fee)
  
  We consider this matter closed.
  
  

  Customer Answer

  Date: 08/04/2025

   
  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,
  
  ***** *******

• Initial Complaint

  Date:07/22/2025

  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.

  This website does not tell you they will be charging additional fees to renew a passport. I stupidly thought I was dealing with a government website. They need to be prosecuted for their fradulent practices.

  Business Response

  Date: 08/04/2025

  Dear ******* ********, 
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  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 explicitly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is prominently 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.
  
  You mentioned that you thought you were dealing with a government website. While we understand that some users may make this initial assumption, we make every effort to clearly differentiate ourselves. Beyond the disclaimers, our use of a .com domain (rather than .gov) is another clear indicator that GOV+ is a commercial platform.
  
  Our platform is designed to simplify and streamline the process of completing government applications by offering guided support, pre-filled forms, and additional customer assistancefeatures not typically available through government websites. The service fee you paid covers access to this platform and its associated benefits.
  
  Before any payment is processed, customers are required to:
  
  1. Manually enter their payment information
  2. Click Agree to the Terms and Conditions
  3. Actively click the Submit button
  4. For additional optional charges, to manually click or **** authorizing the charge
  
  These steps demonstrate clear and affirmative consent. If a charge was completed, it means these steps were successfully and intentionally followed.
  
  With that said, we wouldnt label a misunderstanding as stupidas you phrased itbut perhaps a result of a rushed decision or missed detail. Thats entirely understandable in todays fast-paced digital environment. However, it does not change the fact that GOV+ operates legally, transparently, and provides a valid and legitimate service for those who prefer assistance with government forms.
  
  We recognize that some customers may experience buyers remorse, but we strongly believe it is inappropriate to escalate a complaint based on incorrect assumptions without first reaching out for clarification. We are always available to provide assistance and address concerns directly when given the opportunity.
  
  We recommend that customers ensure they are fully prepared to engage in a paid service before proceeding with any purchase. Given the nature of your complaint and to avoid future misunderstandings, we respectfully request that you do not attempt to use or access our services again. Your application has been canceled and you were issued a full refund on July 22nd. 
  
  We consider this matter closed.
  
  

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23638249
  
  I am rejecting this response because: I read your response, and I appreciate the refund. And yes, I was in a hurry and didn't carefully read your disclaimer(s). But your fees for your "help" with these government forms are ludicrous. You do not provide any services that are worth what you charge. Believe me, you don't have to worry about my attempting to use your services again, and I will do whatever I can to let people know not to pay for the "services" you provide.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/20/2025

  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.

  I was charged 2 times and have not been able to get this resolved with the company. $119.88 and $97. I just want a refund. Transaction was on 7/20/2025

  Business Response

  Date: 07/30/2025

  Dear ***** *******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and appreciate the opportunity to respond.
  
  We understand that some customers may experience buyers remorse, but we always encourage customers to reach out to us directly with questions or concerns before resorting to public complaints. Were always available to assist and clarify when given the opportunitybefore assumptions are publicly shared.This is not only the most effective way to resolve issuesits also the most ethical.
  
  Your application and subscription were already canceled on July 22nd. We consider this matter closed.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have unsuccessfully attempted to get a refund for $211. from Gov+ for a passport renewal service that was not received. I have repeatedly attempted to resolve this issue with Gov+ to no avail, but a lot of frustration. I think that's the goal of a company like this, to have people give up so that they keep your ********** is a synopsis of the problem:In March I tried to renew my passport on Gov+. I couldn't get back into the website, later, no matter what I tried, and the purchase of a passport never went through. The money was charged before I came to the end of the process, notably: a charge of $67 for "Passport application", the only thing I wanted to do, for $57 for "Expedited processing" (I did not ask for this) and $97 for "TSA Pre-Check" (I did not want or ask for this service, either). The process was never completed because a passport photo wouldn't upload, even after many tries. When I went to try again later, after discovering I had already been charged for services NOT rendered, I couldn't access my "account"...Finally, as stated, no matter what I have tried, I cannot log on to the Gov+ website with the credentials I had established with them or using any of their retrieval protocols. I have tried repeatedly, as well as going to my bank regarding the charges. The bank told me that Gov+ was a known scam, illegitimate, and on a list of frequent problem websites. I've emailed the company again, but possibly without "an account" I won't be able to get it. As an experienced traveler, I'm fairly embarrassed that I fell into this scam... I thought Gov+ was a part of the US government's passport renewal process. I feel worried for someone who falls for this scam trying to become a new passport owner.

  Business Response

  Date: 07/30/2025

  Dear ********* *******,
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  Just because you're unfamiliar with how the platform works or you missed pertinent disclaimers does not mean you were being scammed.
  
  Our service platform provides a clear, disclaimer on the homepage NOT THE GOVERNMENT, step-by-step instructions and multiple opportunities for customers to review what theyre signing up forincluding detailed breakdowns of optional services, terms, and fees. Every action taken on our site, from entering information to submitting payment, requires deliberate user interaction and authorization. No other website, government of third party, would offer you multiple government applications in a single platform.
  
  We understand that confusion can happen, especially with unfamiliar processes. But misunderstanding how a platform functions is very different from being misled or defrauded. 
  
  While we understand that some customers may experience buyers remorse, it is both unfair and inappropriate to submit unfounded complaints in a public forum. Were always available to assist and clarify when given the opportunitybefore assumptions are publicly shared.
  
  We recommend that customers ensure they are fully prepared to engage in a paid service before proceeding with any purchase. Given the nature of your complaint and to avoid future misunderstandings, we respectfully request that you do not attempt to use or access our services again. Your applications have been canceled and you were issued a full refund on July 21st. 
  
  We consider this matter closed.
  
  
  

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:07/20/2025

  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.

  Went through all the steps with Guv+ including all money required to renew my passport. Each time I check on their dashboard as to how the progress was going, the answer was always the same should notify you that the passport package from the government will be sent in three days. I have not heard from them or received the passport as of this date. If it is near completion, I would like them to send me the passport. If it will take more months to accomplish, then they should send me a refund.***** *****

  Business Response

  Date: 07/29/2025

  Dear ***** *****, 
  
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to complete your application. Your application kit has been delivered on July 28th at your designated mailing address. If you have any questions or are in need of assistance, please dont hesitate to reach out to us through ********************************************************
  
  

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/20/2025

  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.

  May,18, 2025 I got online to find out how to renew my passport. I was charged $97.00, I thought to apply through **************************. I started the application and on May 23, 2023, I finished the application and was charged another $165.00. I sent them personal documents of identification and was informed process would take 6-8 weeks. I never received any emails from ************************** of confirmation of my application but I verified that money had been withdrawn from my account. I have tried to follow up on my application but the customer service number provided doesn't connect me to a human and the website doesn't recognize me as having an account with them. I believe that I have been scammed and that this is a fraudulent company gathering personal information and stealing money for services never delivered.

  Business Response

  Date: 07/30/2025

  Dear ********* ******,
  
  We regret that your experience with GOV+ did not meet your expectations, and we understand the frustration that comes with any delays or issues. However, we would like to clarify a few important points to address your concerns accurately.
  
  First, when using GOV+ services, proper account activation is required to ensure the security of your information and to enable status updates or notifications. For transparency and ease of use, users must be logged into their account and click on My Applications to track the status of existing applications.
  
  Regarding the processing time, we acknowledge your concerns and apologize for any inconvenience caused by delays. GOV+ processes and reviews thousands of applications daily across multiple services and support channels. We are committed to giving each application the attention it deserves. However, to maintain fairness, expedited and premium services are prioritized since these options include fees for faster processing. Applications submitted under a one-time fee are reviewed in the order they are received. If issues arisesuch as unqualified passport photos, incomplete information or documents, or an unverified addresswe will notify the customer and place the application back in the queue. The application will only proceed to review once the necessary corrections have been made and provided.
  
  We understand your requested resolution, and in response, your application has been canceled and full refunds were issued today, July 30th 2025. This was confirmed to you via phone, and we ensured that a confirmation email with all refund receipts was sent to your daughters email address as requested. We consider this matter closed.
  
  

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******