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:08/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Application for passport was initially done on 07/30; I felt as though I was being scammed, I gave them all the information the information that was needed but felt like something was wrong. I researched and found that I had been scammed.I am requesting a refund for *****

  Business Response

  Date: 08/22/2025

  Dear ******** ********, 
  
  We acknowledge receipt of your complaint and welcome the opportunity to set the record straight.
  
  We have reviewed our communication records and found no logs that you tried to reach out to us with your issue.  It is every companys wish - not just GOV+ - that customers - extend the same fairness to us as we extend to them which includes giving the company a chance to address concerns directly before resorting to public complaints that create unnecessary confusion. Direct communication almost always results in a faster and more effective resolution.
  
  You initiated a TSA PreCheck application, NOT a passport application, with GOV+ on July 30. At that time, you voluntarily entered your personal information and submitted payment for our $97 service fee. This was processed and you were already sent multiple notifications urging you to log in to your account, activate it and finish your application.  We even sent you emails and tried to call so we can book you a customized  in-person appointment at the enrollment facility closest to you, which is mandatory for a new TSA PreCheck application. 
  
  We understand you felt something was wrong after completing your application. Feelings, however, are not the same as facts. GOV+ is a registered, legitimate service provider that has successfully assisted hundreds of thousands of applicants in navigating the complex process of government filings. 
  
  As for your statement that you were scammed, we must respectfully clarify: a scam involves misrepresentation or fraudulent intent.  If this were truly a scam, as you allege, we certainly would not have continued contacting you after payment to inform you your application was still incomplete. Scammers disappear the moment they get paid. We, on the other hand, followed up repeatedly to help you move your application forwardbecause delivering the service you purchased is exactly what we do.
  
  In short: Whether an application progresses depends entirely on whether the applicant is ready, willing and determined to finish the processnot feelings or assumptions.
  
  Refunds are issued per policy. In your case, your request fell outside the refund eligibility period. Nonetheless, we issued a full refund of $97 on August 12th as a goodwill gesture. Phone calls were attempted to inform you of this. The timing might have been inconvenient so we left you voicemails. A refund confirmation email was also sent. To prevent further confusion and to ensure you are confident in any future applications or transactions, we would appreciate that you refrain from using our platform going forward. We consider this matter closed.
  

• Initial Complaint

  Date:08/09/2025

  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.

  Searched for how to apply for TSA PreCheck and the Gov+ site came up. I filled out the application and paid $96 on 8/4/25 and scheduled my appointment to go to confirm my identity and complete the application process. When I arrived there, I was charged an additional $76.75.Gov+ charged me $96 dollars to fill out the *** form I could have filled out for free. The search result was the first in the list and the gov+ gave the appearance of an official government website. 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.

  Customer Answer

  Date: 08/12/2025

  ***** from Gov+ reached out and agreed to refund the $97 fee.  So, my needs are fully met and I'm ok to close the complaint.

  Thanks BBB and Gov+ - hope this helps others who don't realize that Gov+ is not an official TSA precheck site before handing over their credit card info.

• Initial Complaint

  Date:08/08/2025

  Type:Delivery 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 filled out paperwork to get my card to get through ***. I filed and paid for it with my credit card and never received anything from them.

  Business Response

  Date: 08/19/2025

  Dear ****** *******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  Your application was submitted on July 2nd with only the most basic information provided. As our records reflect, multiple notifications were sent to your email instructing you to log back into your dashboard and complete the missing details. Applications cannot progress without the applicants active participation. Since no action was taken, the application remained incomplete.
  
  On August 12th, following both an email and a phone call attempt, you returned our call and spoke with our representative, *****. During this call, ***** assisted you in completing your application. At that time, you declined to pay the mandatory government fee and instead requested cancellation and a refund. While your request did not meet the criteria for a refund under our Terms and Conditions, we nonetheless approved a cancellation and issued a full refund as a courtesy. This was confirmed during your conversation with ***** and reinforced in the refund confirmation email sent to you.
  
  Given that your refund has been processed in full and communicated, we consider this matter closed.
  

• Initial Complaint

  Date:08/07/2025

  Type:Billing 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.

  Per report on TV they are not suppose to take money. Money should be paid at the interview. I paid ***** and realized it was not going anywhere so I called the bank and Govplus returned my money. I went through normal channels and it was ***** at the interview. There was another older woman at interview and she applied for passport and TSA at Govplus.They have our information and credit card info and I need it deleted. They advertise in ******** and TV

  Business Response

  Date: 08/19/2025

  Dear ***** *****,
  
  We appreciate your feedback, though it appears to be based more on assumption than fact.
  
  To clarify: GOV+ is a private software platform designed to help applicants complete and organize their government paperwork online. Not just for filing for a TSA PreCheck.  We are not the government, and we never claimed to be.  Our role is to provide a streamlined service for those who choose the convenience of guided support. If someone is unfamiliar with the serviceor not interested in paying for that conveniencethe simplest solution is not to sign up in the first place. No one is forced to use GOV+, and no account or application is created without the applicants own clicks and manual entries.
  
  You also stated concerns about payment, the one you were already fully refunded in July, which makes it puzzling that you are still filing complaints weeks later. At that point, the matter was closedunless the real issue is simply regret for acting on your own assumptions instead of reviewing the information clearly displayed on our website.
  
  As for your data, we only store information voluntarily entered into your account. It can be deleted upon request, as also outlined in our policies.
  
  Lastly, our ads on ******** or other platforms are no different than any other company promoting their services. Seeing an ad doesnt magically enroll anyoneyou still have to click, input details, and authorize payment yourself.
  
  In short: you were refunded, your assumptionsnot our servicecaused your dissatisfaction, and this complaint seems to be more about hindsight than about facts. Please know that your account and information has already been deleted.
  
  To prevent further confusion and to ensure you are confident in any future applications or transactions, we would appreciate that you refrain from using our platform going forward.
  
  
  

• Initial Complaint

  Date:08/07/2025

  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.

  In January 2025, I began the process of obtaining a passport through Gov+, a third-party service that claims to simplify and expedite government document applications. I paid for their service in full and submitted all the necessary documentation as instructed. Since then, it has been over 7 months and I still have not received my passport.Throughout this time, Gov+ has repeatedly delayed the process with a series of excuses:Initially claiming a system error had processed my application incorrectly.Then saying the package was never delivered and the status was wrong And stating multiple times that the passport photo which had previously been approved was suddenly deemed invalid, and I was asked to resubmit it again.This cycle has happened multiple times. Each time I comply with their requests, another issue mysteriously arises. I have not received any definitive progress, timeline, or accountability only shifting blame and vague ************ this point, I believe I have been misled and taken advantage of, and I am seeking a full refund for the service that was never properly delivered. I have attempted to contact their support, but the issue remains unresolved and my passport has not been processed.

  Business Response

  Date: 08/19/2025

  Dear ****** **********,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond.
  
  We regret that your experience did not meet your expectations and fully understand how delays with passport applications can cause concern, particularly when time-sensitive.
  
  Regarding the rejection of your passport photo, please note that GOV+ follows the ************************* strict compliance standards. Photos must meet requirements such as correct sizing, proper lighting, and accurate facial positioning. If a photo does not meet these standards, it cannot be accepted for submission. These rules are set by the *************** of Statenot GOV+. Our role is to help applicants align with these requirements and avoid rejections. While the system accepts photos based on file size and format, a compliance review is still conducted to ensure the photo meets federal standards.
  
  In addition, the proof of citizenship you uploadedyour birth certificatewas rejected because it did not meet the State Departments requirements(*********************************************************************************************************). To qualify, a valid U.S. birth certificate must:
  
  1. Be issued by the city, county, or state of birth
  2. Include the applicants full name, date of birth, and place of birth
  3. Include both parents full names
  4. Bear the signature of the registrar
  5. Show the date filed with the registrars office (within one year of birth)
  6. Display the official seal or stamp of the issuing authority
  
  Since the document you provided did not satisfy these criteria, you were asked if you had an official copy issued by the *********************
  
  Given the nature of your complaint and the resolution you requested, we have canceled your application and issued full refunds on August 14th. We attempted to reach out to you via phone call to inform you of this. A refund confirmation email has also been sent.
   
  Based on the actions taken and the refund issued in full, we consider this matter closed.
  
  

• Initial Complaint

  Date:08/07/2025

  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 was working on renewing my Passport and have no idea how this company got my information but, they charged my bank account in the amount of $97.00! I did not sign up for this and believe this company is a fraud/scam. I am attempting to work with my bank to dispute the charge but want a complaint lodged against this company. They had absolutely nothing to do with my Passport renewal process!

  Business Response

  Date: 08/17/2025

  Dear ****** ***,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts. Kindly check the files attached to this response to refresh your memory. 
  
  It is important that public statements are accurate and grounded in factual information, rather than influenced by overlooked details or altered narratives. You stated: I have no idea how this company got my information but, they charged my bank account in the amount of $97.00! I did not sign up for this and believe this company is a fraud/scam.
  
  Firstly, 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. 
  
  You may have come across one of our ads on ********, after which you independently chose to create an account on our platform, GOV+ (****************************), to file a passport renewal application on August 6th. This process required you to manually type in your personal information and answer the application questionnaire. We do notand cannotobtain personal information at random or complete applications on behalf of individuals.
  
  In addition, the payment process is designed to prevent unintentional charges. Applicants must:
  
  1. Manually enter their payment information,
  2. Explicitly agree to the Terms and Conditions by checking a box, and
  3. Click Submit to authorize the transaction.
  
  Each of these steps requires deliberate action. Therefore, the assertion that you were charged without consent is factually incorrect.
  
  We encourage you to revisit our website and review the official resources provided there, as they clearly outline our services, terms, and fees. All relevant information is prominently displayed at no cost. Assessing the legitimacy of a service based on assumptions rather than the documented process leads to misunderstandings such as this.
  
  We value our customers and intend to serve those who understand and appreciate the value of our services. Given the nature of your complaint, its clear that there are a lot of misunderstandings regarding our processes and fees. Your application has been cancelled and the $97 has been fully refunded, as confirmed to you by our representative ****. We consider this matter closed.
  
  

• Initial Complaint

  Date:08/06/2025

  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 submitted paperwork for a passport renewal for my wife. I was charged three payments totaling $246.00 dollars. This was done on July *******. Ever since then I have tried several times to complete and get an update on the process with no response except having possible problems. I tried to get an e mail response to cancel all with no response either. I just want this to end and get my money back. I am really nervous about my wife's info being out there but what can I do.

  Customer Answer

  Date: 08/13/2025

  My complaint #******** ( 791276601D67A) has more or less been completed. Gov Plus has refunded my funds but the matter of my wife's personal info I have only their say so that it has been deleted. I guess that is all I will get.

• Initial Complaint

  Date:08/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, August 3, 2025, I went online to search for guidance to renew my passport from the Secretary of State or another authorized agency of the government. I had planned to go to the **************** on Monday morning.When I searched for passport renewal, GOV+ or GOVPLUS presented as a simple efficient processor of the document. There was a process, approximately ten steps. I selected the $97 regular option taking approximately four months to process rather than the expedited four-week option for $300 or the accelerated two-week option for $500. I proceeded thru seven steps including taking multiple pictures of myself that were uploaded at which point I was advised that it would be another two minutes to complete. After the eighth step. I informed that an "expert" would have to evaluate the application. Additionally, this process may take three days. I was not able to proceed any further.Yesterday I discovered that "GOV+" had charged my account $731 which is hundreds of dollars beyond what I had authorized. I have attempted to contact the company numerous times unsuccessfully.I would like an explanation and a refund. I have had to contact my bank to shut down activity on my account.

  Business Response

  Date: 08/17/2025

  We acknowledge receipt of your BBB complaint and appreciate the opportunity to provide clarification.
  
  On August 4th, you filed your passport application through our platform and completed the following transactions:
  
  $97 for the one-time use of our platform and software,
  $130 for the mandatory *************** of State government fee, and
  $19 for the optional check-writing service, which you selected.
  
  Please note that no charge can be processed without a user first manually entering payment details, agreeing to the Terms and Conditions, and clicking Submit to confirm. The option to write your own check is clearly available on our site; the additional $19 fee applies only when customers choose to have a check issued on their behalf.
  
  On August 6th, your application was placed on hold because your uploaded passport photo did not meet *************** of State requirements. The issues identified included framing, camera distance, camera level, and lighting. While our system can resize images and adjust backgrounds, it cannot alter photo quality, posture, or facial orientation. These requirements are not set by us but by the ************************, and compliance is mandatory to avoid government-level rejections.
  
  Regarding your communication concerns: our live chat is staffed 24/7, but wait times may occur during high volume. We also maintain an email support channel that many customers use successfully. Both options remain available for assistance.
  
  At this point, your application has been canceled and all charges associated with it have been refunded in full on August 7th. A confirmation email was sent to you by our representative, ***. For any charges you believe were processed outside of those listed above, we recommend contacting your financial institution directly, as we do not see those reflected in your account with us.
  
  We remain committed to assisting applicants with accurate, compliant submissions and regret that this experience did not meet your expectations.

• Initial Complaint

  Date:08/04/2025

  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.

  Applied for passport renewal on June 2, 2025. For weeks, the status has said they were waiting to verify if they could proceed with the government. I have since submitted a renewal directly to the state department who says I will have it in four weeks

  Business Response

  Date: 08/14/2025

  Dear ***** ******
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  Please allow us to clarify that your application remained incomplete due to issues with the passport photos you submitted: taken too close, shoulders were barely visible, facial expressions were not neutral, and lighting was uneven. These requirements are set by the ******************* and must be met to ensure successful processing.
  
  Our role is to guarantee that the applicants meet these federal standards and to ensure applications are not rejected at the government level. We are unable to complete your application without the required compliant materials, and our ability to proceed depends on the timely submission of documentation that meets all official guidelines.

  Given the content of your complaint, it appears there was a significant misunderstanding regarding our processes and the nature of the services we provide. Although your request did not meet the criteria for our 7-Day refund policy refund, we have chosen to cancel your application and issue a full refund on August 11th as a courtesy. Refund confirmation email has been sent. We consider this matter closed.

  Customer Answer

  Date: 08/15/2025

   
  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:08/02/2025

  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.

  On July 23rd I went to the *** Government website to register for the *****************. I was inadvertently link to Gov Plus website. I made 3 separate transactions on my Navy ******************** debit card in the amount of $97.00, $97.00 and ****** respectively in the total amount of $313.88.When I went to my *** Pre Check location in my area, I was told that they were not accredited and a Scam.I am reporting them for misleading the public and requesting a refund of my transactions.

  Business Response

  Date: 08/14/2025

  Dear ***** ********,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  You stated that you were inadvertently linked to the GOV+ website when registering for TSA PreCheck. While we cant speak to the exact path you took, GOV+ is not a government website a fact clearly disclosed on our homepage and throughout our terms and conditions. All services, pricing, and terms are presented before payment is submitted, and proceeding with the transaction requires an intentional click of the Submit or I authorize button.
  
  Regarding the $97.00 TSA PreCheck fee you paid this was not the **** enrollment fee; it was the fee for the use of our platform. That fee covers the preparation of your TSA PreCheck application, appointment scheduling, and guidance through the process. You were in fact provided with an appointment schedule and, according to your own account, you attended that appointment. That is, by definition, service rendered.
  
  As for the GOV+ Premium Subscription ($119.88) and your passport application order, both were canceled and refunded in full. Additionally, even though your ******************** had already been completed, we issued a full refund for that as well not because we were obligated to, but as a goodwill gesture. This is hardly the practice of a so-called scam business.
  
  We also find it necessary to address the statement that you were told at your appointment location that we are not accredited and a scam. GOV+ has never claimed to be an accredited *** provider we are a legitimate third-party application assistance service, utilized by individuals who prefer a guided, streamlined process. In fact, we assist with multiple government-related applications, not just TSA PreCheck.  Not accredited by *** simply means we are not the government itself, just as the location you visited is not a *********** The staff at ******* are not government employees; they are trained to conduct interviews and process applications on behalf of ****** which, notably, is also a private third-party company, not a government entity. In short, both your appointment provider and GOV+ operate under the same perfectly legitimate third-party framework.
  
  To summarize:
  
  You purchased our TSA PreCheck assistance service, which was fully delivered.
  You attended your TSA appointment, confirming service completion. You were also issued your Known Travel Number.
  You also purchased a GOV+ Premium Subscription and a passport application service, both of which were canceled and refunded in full.
  

  Despite the *********** being fulfilled, we refunded that in full as well purely as a goodwill gesture.
  
  We encourage customers to review all service details, terms, and disclaimers before purchase to avoid misunderstandings. All of this information is readily available on our website prior to any payment being made. Your refunds were already processed on August 4th as confirmed by our representative, *****, and a refund confirmation email was sent. We consider this matter closed.