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:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i used GOV+ to renew my daughter's passport, after looking at the site and doing investigation it looked legit, now I received my packet in the mail to take to the post office to get the final steps done and was told that i was scammed that to renew a passport i should have only payed $30. i have paid a total 366 and am not sure the passport will even arrive on time for our trip.

  Business Response

  Date: 03/25/2025

  Dear ***** ****,
  
  We appreciate your feedback and would like to clarify the nature of the service you used. You applied for your daughters new passport, not a renewal, through a paid third-party service. As with any third-party service, fees apply, and all applicants have the option to complete the process independently through the government at no additional cost. However, by choosing GOV+, you opted for a streamlined application process, which includes the preparation and delivery of a complete application package.
  
  Rest assured, GOV+ is a legitimate business, and your payment covered a service you received and benefitted from. Your application was completed, and you were informed via email on February 10, including all necessary details for submission. The government fees you paid were converted into checks for routine passport processing ($35 execution fee and $130 passport book fee) with an estimated processing time of 4-6 weeks.
  
  Since you have already completed the in-person submission, we recommend contacting the *********************************** by calling them: **************, if you wish to expedite your daughter's application. Please note that expedited processing requires an additional $60 fee and typically reduces the timeline to 2-4 weeks and additional fee ($21.36) for shipping if you prefer to receive it 1-2 days after approval. 
  
  If you have any further concerns, you may reach out to us directly.
  
  Best regards,
  

  The GOV+ Team
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  
  

  
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23075744
  
  I am rejecting this response because: when I took my prepared documents to the post office as it was stated to do in the package I received they laughed at me and told me nothing in the packet was correct and that the picture that was approved through GOV+ would never be approved by the government. The site is very misleading. I went and did this all at the post office and it cost me $50. I understand fees through a 3rd party and shame on me for not doing better research however I am hoping that you will do the right thing and refund all of some of this money that was spent on bogus service.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/26/2025

  Hello ***** ****,
  
  We regret that our service did not meet your expectations. We respectfully request that you return the checks and well gladly give you a refund as this is the only way of verifying that they have not been used already. Please mail the original checks to. GovPlus ***************************; NUM 3338  ********, DE *****

• Initial Complaint

  Date:03/17/2025

  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 should have read the reviews before going forward with this company. On 2/24/25 I obtained the services to have Gov+ handle my passport renewal. I was charged 3 times. $211.36 for their "expedited" services. Then $297 I think was for government fees??? (which, if you go onto the US government website, the expedited fees are only $60) and another $11.99 for Gov+ "special services".I was excited to have a seamless and expedited process. The experience has been anything but. I got my official passport photo done by a company that has a computer scan your picture thoroughly to make sure it meets government standards. The photo was properly approved as being government accepted. I tried 4 TIMES to submit different photos that I got from the official photo place, and each time- rejected by Gov+. Various reasons, but the last 2, my shirt was SLIGHTLY raised because my short arms taking the selfie, thus my shoulders appear SLIGHTLY uneven. I even took to the Internet and spent hours researching "can my shoulders be uneven in my passport photo". Everywhere I read, including the official Government website, there is ZERO mention that this is a problem or reason for rejection. There is even an example photo on the US government website where a man's shoulders are visibly uneven, and this was in their ACCEPTABLE PHOTOS. This whole experience has been nothing but a nightmare and total waste of time. Ive wasted precious time as it has been almost a month with nothing going forward. Then I read, you can only get a refund within 7 days??? They string you along for weeks and then say you cant be refunded??? I think Gov+ is a total scam. I'm out over $500 and no passport, and it sickens me.Tomorrow I'll take off from work and go to an agency in person, in which, silly me, I should have done in the first place.

  Business Response

  Date: 03/25/2025

  Dear ******* ****,
  
  Our goal is always to provide accurate assistance, even when the outcome may not be what you had hoped. While passport photo approval is ultimately at the discretion of the passport agency, we know from experience that they routinely reject photos that do not meet the required standards. In your case, the issue was clearyour arm was visibly raised to take a selfie, which affects the symmetry of the image and would almost certainly result in a rejection. To clarify, if both arms were down but your shoulders were naturally uneven due to a bodily abnormality, that would not be grounds for rejection, as physical traits beyond your control are not disqualifying factors. For these concerns, we advise customers to have someone else take the photo or use a timer. 
  
  We understand this may have been frustrating, but as a service provider, it is our responsibility to flag potential issues before your application is submitted to prevent unnecessary delays or outright rejection.
  To ensure full transparency, here is a breakdown of the fees you selected:
  
  $297 GOV+ ****************** Priority (Guaranteed 2 weeks)
  $211.36 Government Fees: ($130 Passport Fee $60 Expedited Processing Fee$21.36 Priority Mail Express Fee (1-2 Days))
  
  As per your request, your passport application was canceled and refunded on March 19th.
  
  Best regards,
  The GOV+ Team
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  
  

  Customer Answer

  Date: 03/25/2025

   
  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:03/16/2025

  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 echo all the complaint verbiage in these other complaints. I paid hundreds of dollars six weeks ago ( 2/2/25) and have spent an inordinate amount of time waiting, trying to inquire, and all to get the same run around other folks get with a response like..." application processing". Totally unprofessional unresponsive and lame business preying on their name similarity to the real government site. This "business" should be avoided by the citizens of our country. I plan to seek further redress in other venues.Thank you BBB for attempting to assist in some sort of resolution.

  Business Response

  Date: 03/25/2025

  Dear *** ******,
  

  We attempted to reach you by phone on March 19th at 5:42 PM and left a voicemail to assist you. Please note that the photos you submitted did not meet the governments criteria specifically, your gaze was directed downward. For a passport photo to be accepted, it has to have even lighting, no visible shadows, you must be sitting / standing upright,  looking straight at the camera - not looking down on your phone screen. Since we were unable to connect, we went ahead and cancelled your application and processed your full refunds on March 19th, 2025. We dont want to make it any more difficult for you. We plan to further support and provide additional value to our existing customers who understand and appreciate our services. This may include enhanced resources, improved service features, or exclusive offers tailored to those who have successfully utilized our platform. Our commitment remains in refining our processes and ensuring that those who engage with our services receive the best possible experience. Thank you for your feedback. 
  
  

  
  

  Customer Answer

  Date: 03/25/2025

   
  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.
  

  While I disagree with some of their assertions, I am not going to waste any more time with them. They did do a refund once I was able to get through to a person.

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

• Initial Complaint

  Date:03/16/2025

  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 thought that this was an official government agency, I looked it up and they said that they are affliated to do business for the government. I put in for a passport renewal for 130 dollars and they charged me *************************************** the ******. I want my money back - all of it please and allow me to delete out my credit card from the site.

  Business Response

  Date: 03/25/2025

  Dear ******,
  

  We were surprised by your comment, as we clearly state in multiple prominent locations that we are not a government agency. One of the most visible disclaimers appears directly on our homepage: Not the government, just a helpful private company. We encourage you to carefully review the information on our website. That said, if there was any misunderstanding, we are more than happy to issue a full refund.
  

  Regarding your current application, it is blocked due to an acceptable passport photo, but we are unable to proceed because the photo you uploaded does not meet government standards. Please note these standards are set by the **** government, not by GovPlus.
  

  Best regards,
  

  The GovPlus Team
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************

  Customer Answer

  Date: 03/25/2025

   
  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. I wish to move forward with the full refund
  
  Sincerely,

  
  ****** *****

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid government fees of $165 to GOVPLUS for a passport February 3, 2025. They said it would be one business day and it says its still being processed.

  Business Response

  Date: 03/24/2025

  Dear *******,
  

  We regret that we were unable to meet the one-day processing timeline and have issued you a $15 credit today as a courtesy.

  Your application has been successfully processed and is now in the printing stage. It should be delivered to your doorstep within 810 business days. Once it ships, youll be able to track the package through our dashboard.
  Please dont hesitate to reach out if you have any further questions.
  

  Best regards,
  

  The GovPlus Team
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************

• Initial Complaint

  Date:03/16/2025

  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.

  On 3/15/25 I requested a copy of my social security card to obtain a Real ID. You charged me $77.00, $67.00 & $57.00 for this with no verification you would send me my card. I will pay the highest amount, $77.00 if required, but you need to confirm you will send me my SS card AND you need to refund the EXCESS $124.00 you charged me. YOU MUST CONFIRM YOU ARE SENDING ME MY SOCIAL SECURITY CARD. I suspect this site is a scam and will report you as such, if you don't respond to this message.

  Business Response

  Date: 03/24/2025

  Dear ******* ********,
  
  Thank you for reaching out. We'd like to clarify the charges associated with your purchase on our website. You filed your application on March 15th and it was completed the following day,  March 16th as part of the expedited processing. 
  
  $67 GOV+ Software Fee (Social Security Card Replacement Application)
  $57 GOV+ Expedited Processing
  $77 Discounted TSA PreCheck (Refunded)
  
  Regarding your Social Security replacement, the government requires either (1) mailing original documents or (2) visiting a ********************** in person. Unfortunately, we do not control this process it's mandated by the *** for identity verification.
  You mentioned youre not comfortable with either option, which limits how we can proceed.
  At this point, you have two options:
  We can issue a full refund.
  
  
  You can move forward by either mailing or bringing your original documents to the ***, based on the list we helped you identify.
  
  Please let us know directly (not the BBB platform) how you'd like to proceed.
  

  Best regards,
  

  The GovPlus Team
  24/7 Chat: *******************************************
  24/7 Email: ********************************************************
  

  
  

• Initial Complaint

  Date:03/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gov plus is a scam. They want you to believe that it will take no time but I submitted my application on January 24th and its still saying "wait: 3 business days". Even when I had to correct the photo which I did quickly it still should not be taking a month plus to get them to send me the documents. At this point I've lost money and time and should have done the original process. How much longer is this going to take?? The chat bot also isn't helpful.

  Business Response

  Date: 03/24/2025

  Hello *****,
  
  Were sorry to hear that your experience hasnt met expectations our goal is to ensure every application receives the attention it deserves. We attempted to contact you today to let you know that your passport photo did not meet the agencys standards and needs to be re-uploaded. Unfortunately, we cannot proceed with processing your application until we receive a compliant photo. We understand the photos can be tricky so we are here to help.
  
  If you need assistance, were here for you. Feel free to email us, and wed be happy to schedule a call at your convenience to assist you through the process.
  
  Best regards,
  
  The GovPlus Team
  24/7 Chat: *******************************************
  24/7 Email: ********************************

• Initial Complaint

  Date:03/13/2025

  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.

  On 12/6/2024 I signed up for my passport renewal and *** precheck and I have not received any additional information. I tried to contact them multiple times with no success. At this point I just want my money returned so I can do the process myself. I feel its impossible to get any help on their end and do not recommend anyone use their services.

  Business Response

  Date: 03/24/2025

  Hello Joy, 
  
  We are so sorry that you did not have an optimal  experience. Please understand we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review.
  
  We also sincerely apologize for the inconvenience you experienced with your passport application notification. As part of our ongoing system upgrades in preparation for new products and services, a minimal number of applications were affected. Notifications were sent in advance, and we regret any disruption this may have caused. Due to the nature of your complaint, we understand that you do not want to go through with the application process. Your passport renewal and your TSA PreCheck has been canceled. Full refunds were issued today, March 24th totalling to $274. Please allow 3-5 business days for your refunds to be posted back to the original payment method as their processing times vary. Refund Confirmation emails were also sent and delivered. 
  
  We appreciate your feedback and the time you've taken to share your concerns. We consider this matter closed.
  

• Initial Complaint

  Date:03/13/2025

  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 Feb. 13, 2025 I registered with Gov+. I paid and have email receipts for $67 to receive their services and $130 to pay for the passport renewal. I completed the application on that day and the site indicated a 3 day waiting period. I heard nothing and the site did not change for days. I did contact them on March 4 and was told to upload another photo because the previous one was not adequate. I did the photo upload that day. I heard nothing. On March 7 I was able to chat with a person who identified themselves as ******. While on chat I was told that the application was now reviewed and complete. Then on the same 3/7 chat this message from ******: You'll receive a package from us containing:A pre-filled application form Instruction Sheet A printed passport photo An envelope with a shipping label The checks you paid through our website, amounting to $130 You'll need to include your expired passport book with these materials when you mail them back.11:10 am After including your passport in the envelope, you will need to drop it off at the nearest post office.I have received nothing, the website has not changed and phone calls simply die after a minute and no responses given to my desire to chat. What I want is to have my passport renewed. If Gov+ does not send the materials, I simply want a return on my money and I will go with a much better process for renewal.

  Business Response

  Date: 03/24/2025

  Hello *****, 
  
  We are so sorry that you did not have an optimal  experience. Please understand we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review.
  
  Your application was completed, and the package was successfully delivered to you. Additionally, we can see that you have already mailed your application.
  
  You were also issued full refunds for both the GOV+ fee ($67) and the mandatory government fee ($130)meaning you will be receiving your passport at no cost. Please allow 4-6 weeks for the passport agency to process your application and an additional 2 weeks for your new passport to be mailed to you. Your old passport will be returned separately.
  
  We consider this matter resolved.
  
  

  Customer Answer

  Date: 03/25/2025

   
  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:03/13/2025

  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.

  Many months ago I was shown an ad where I could renew my passport without leaving my bed so I decided to look into it. I started the application and was forced to pay fees immediately. No where did it say that these we not government fees but I was told to pay them to renew my passport. Halfway through I was then told to pay 130$ in government fees. I thought I had already paid those. Now my application sits half finished in the stage where the government needs to verify my application. This is where it has sat for over a week, and the site says it will take 3 days. I would like either a FULL REFUND or my application processed and continued forward

  Business Response

  Date: 03/24/2025

  Hello ********, 
  
  We acknowledge your complaint via the BBB. We also appreciate your feedback and the opportunity to clarify our services.
  
  To address your concern, at no point do we advertise that you can have your passport renewed without ever getting out of bedthough we do aim to make the process as convenient as possible. What we mean is that you dont have to run around town gathering materialsno trips to CVS or ********* for a passport photo, no searching for a checkbook to pay government fees, no buying envelopes or shipping labels. Everything you need is included in the package. All thats required on your part is to sign the form, staple the photo, and drop it in the mail. If that last step still feels too challenging, youre welcome to have someone mail it for you.
  
  Regarding the fees, we would just like to be clearno one is forced to use our service. If a charge was applied, it simply means the payment was authorizedyou would have had to manually enter your payment information yourself, agree to the terms and conditions, and then click Submit to complete the transaction.
  
  For transparency, all applicants are free to handle their government applications independentlymany government forms are available for free and can be completed directly through official agencies without the assistance of GOV+ or any third-party service.
  
  What we provide is a convenient, guided, and streamlined application experienceincluding simplified online preparation, filing assistance, and additional support. GOV+ does not charge for government forms themselves; we charge for the use of our platform and the services we offer.
  
  Yes, GOV+ is a paid service. Yes, we are a third-party company. And yes, our fees and services are completely optional.
  
  You filed for your passport renewal application on June 23, 2024 but did not pay the mandatory government fee until March 2nd, 2025. Please know that the application can not undergo review without the mandatory government fee. On March 4th, we sent you an email informing you that the passport photo did not meet the qualifications set by the *******************. We understand that waiting can be frustrating, but delays often arise when customers do not follow the provided instructions for submitting a qualified passport photo. This is why we strongly encourage careful adherence to these guidelines to avoid unnecessary setbacks. Another notification was sent to you on March 9th. Please understand we process and review thousands of applications daily across multiple services and support channels. Our commitment is to provide each application and inquiry with the attention it deserves.
  
  To ensure fairness, expedited and premium services are prioritized, as these options include fees specifically for faster processing and assistance. Applications submitted under a one-time fee are reviewed in the order they are received. However, if any issues arisesuch as unqualified passport photos, incomplete information/documents, or an unverified addressthe application will be returned to the queue for further review. Our processing speed is also directly dependent on how quickly applicants comply with the required steps.
  
  Your application was completed on March 19th, and your application package is currently awaiting **** pickup. Your tracking number is 9400136208303283618739.Emails were also sent informing you of the status. Please follow the instructions included in the package to ensure a smooth submission process.
  
  If you have any questions or require further assistance, please do not hesitate to reply to the latest email from our representative, ***. Were always happy to help.