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:02/20/2025

  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 2/3/25, I went online to renew my passport. I believe I went to the state department website to fill out the DS-82 form. Somehow unbeknown to me, I ended up on the GOV + site. It was not until I began receiving texts and emails from GOV+ that I realized that this was not really the State Department Passport renewal site that I was on anymore. I blocked the texts and tried contacting GOV+ to discontinue this process both over the phone and through the chat Bot. First, the telephone number for GOV+ is not listed anywhere on their website; it was only after going to my bank where the funds were withdrawn that we were able to find a telephone number. This telephone number was never answered by any human. I tried the Chat bot but did not get anywhere with that. I received the packet with the typed in information that I had typed in on my computer and with my picture that I took and downloaded on my computer and a check made out to the **************** for $130.00. I have not sent in this check as I want a full refund for the money I gave to GOV + for them doing nothing more than I and I have done for myself and I was charged a fee for this. I also thought I would get *** and paid a fee for this as well only to find out after I have been investigating this, that I will still have to go to a *** location after first obtaining an appointment and pay the same fee again. This is a very deceptive organization and from looking at all of the complaints on the BBB, I am clearly not the only one who has had this deceptive experience. In addition, when I tried filling the forms out online at the State Department website, and attempted to upload the same exact photo I uploaded to GOV+, the state department would not accept this photo. Prior going back to my bank and having them fill out an affadavit and begin the investigation of this, I am attempting to get a full refund from this BBB site. I was charged $130, $67. and $77.for this and I want to have a full refund.

  Business Response

  Date: 02/25/2025

  Hello ******, 
  
  Thank you for reaching out to us via the BBB platform. We have checked all our logs and found no records of you trying to reach out to us your registered information (email address and / or phone number). 
  
  We would also like to clarify that it is impossible to be diverted from a government website to a commercial one. GOV+ is a legitimate private company, and we make this distinction abundantly clear. Our homepage clearly states, Not the government, just a helpful private company, a message that requires no scrolling on a desktop and minimal scrolling on mobile. Additionally, our use of the domain suffix .com clearly indicates that we are a private entity, unlike official government websites, which use .gov, .org, or .mil.
  
  If this clear disclaimer was overlooked, it raises the question of why responsibility is being placed on us for any misunderstanding when this information has been prominently displayed from the very beginning. If you are using a search engine, it is entirely possible to overlook the specific website youve clicked onbut that is a matter of user navigation. There is no diversion involved; either you visit the government website directly or you click on ours.
  
  Furthermore, GOV+ is an IRS-certified e-filer, having met the strict security, accuracy, and integrity standards set by the ***. This certification ensures our services are safe, compliant, and reliable. There is no deception, rerouting, or diversiononly clear, transparent service from start to finish.
  
  The one-time software fee of $67 provides customers with a comprehensive toolkit designed to simplify the passport renewal process without requiring additional equipment. This includes accurately completed forms, an online passport photo taken from home using our patented technology, and company-issued checks to meet government requirementsall conveniently delivered to your designated address.
  
  While individuals can apply for a passport independently, its important to acknowledge that not everyone has the time, flexibility, or ability to navigate government websites, manage multiple forms, or gather all required documents efficiently. Our service exists to simplify this processespecially for those with limited mobility, medical conditions, or scheduling constraints.
  
  Our mission is to simplify complex government processes and enhance the user experience through innovation and efficiency. Customers always have the option to apply directly through government websites at no additional cost. However, GOV+ exists to provide an alternative solutionone that eliminates common pain points and saves time. 
  
  Regarding your refund request, we encourage you to review Section 10 of our Terms and Conditions, which every customer is required to read, agree to, and manually confirm before proceeding with their application.
  
  At GOV+, we are committed to serving individuals who understand and find value in our services. As of today, February 25th, your application has been canceled, and we have issued a full refund for the GOV+ Software Fee ($67) despite services already being rendered. The prepaid TSA application as well and the fee of $77 has been refunded.
  
  Your application package was already delivered by the ***** with the tracking number **********************. For the mandatory government fee of $130, we kindly ask that you reach out to us via email at ******************************** and provide a photo of the check torn in half, but still recognizable for verification and documentation. Once this step is completed, we will be able to process the remaining refund. You can use the subject: Refund Request
  
  Please allow 3-5 business days for the refunds to post as bank processing times vary and check your email for confirmation details. Please acknowledge the receipt.
  

• Initial Complaint

  Date:02/20/2025

  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 applied for a copy of my birth certificate, not realizing this is a third party company as the name is misleading. They also will upsell other government documents for a reduced fee. So I also applied for a *** precheck at the cost of $77.00. I became suspicious when they kept trying to upsell me on other services, making it confusing to try and complete my forms. I then came to BBB to read reviews on this company. I contacted via chat to cancel my *** application and the company offered a refund of half ($39.00). I agreed, thinking this was my only option. I see here in BBB they have refunded in full to others. Due to this, I have requested a cancellation of the birth certificate as well. Chat says they cannot as my application has already been submitted for review, even though I have not completed the notary portion. Seems like theres no way to cancel, and now I dont feel comfortable sending them my ID for the notary!! Has or will my personal information Ive already provided be in danger?? I would like to cancel everything and have a full refund of all funds paid to them (totaling $198.00). I am waiting to see if the $39.00 from the *** fee gets refunded.

  Business Response

  Date: 02/25/2025

  Dear ******, 
  
  Thank you for reaching out via the BBB. Please allow us to clarify some statements in your complaint. First, our homepage clearly and explicitly states, "NOT THE GOVERNMENT, JUST A FRIENDLY PRIVATE COMPANY," making it unmistakable that we are an independent service provider. If this clear disclaimer was overlooked, it raises the question of why responsibility is being placed on us for any misunderstanding when this information has been prominently displayed from the very beginning.
  
  The "Plus" in GOV+ represents the added value we provide beyond what the government currently offers - features such as multiple government document filings, Identity and Document Protection, automatic renewals, and dedicated support all in one single platform. While we are not affiliated with government agencies, we take great care in delivering premium services designed for those who prioritize technology, convenience, accuracy, and expert support. Regarding additional services, these options are clearly presented as offers, and all customers have the choice to decline them.
  
  For the reviews you mentioned, we acknowledge that customers have every right to share their opinions or grievances about a business. However, it is important to distinguish between personal opinions and factual accuracy. Many complaints or negative reviews arise from overlooked details, missed information, or, in some cases, an expectation that paid services should be provided for free. Instead of addressing concerns through proper channels, some individuals choose to exaggerate or misrepresent their experiencesoften regarding issues that could have been easily resolved had they reached out to the business directly in an ethical and constructive manner.
  
  At GOV+, we stand by the integrity of our operations. If a legitimate concern arises, we encourage open dialogue based on facts rather than assumptions. We have issued refunds for certain complaintseven when our services were fully rendered or when the request contradicts our refund policynot out of obligation, but as a gesture of goodwill. Our goal is to retain customers who recognize and appreciate the value of our services. While a handful may publicly claim they were misled or deceived, the reality is that thousands of satisfied customers, both those who declare this publicly and those who chose to email or call us to tell us,  continue to use our platform because they see the convenience and efficiency we provide.
  
  You submitted a request for a copy of your birth certificate on *************, which underwent a review process. As part of this process, we reached out to verify your information and facilitate the necessary steps for online notarization. These correspondences were essential to ensure accuracy and compliance with official requirements.
  
  Given the nature of your complaint, we understand that you do not see the value of the services we offer. Your applications for both birth certificate copy and TSA have been canceled and full refunds were issued. We consider this matter closed.
  
  

  Customer Answer

  Date: 02/27/2025

   
  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:02/20/2025

  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.

  Requesting cancellation of application and refund of $428.88. On 2/20/25 I submitted information for an initial passport application, but eventually realized the website was not the official State Department Website. I immediately attempted to cancel the application, but could not get back on website even though the business sent me an email stating I needed to go back in an activate my account. I was given an activation code, but was not able to complete activation because the site continued to "buffer". I have tried calling the business also, but was put on "eternal" hold without getting any assistance. I have also sent Govplus an email requesting cancellation of this application as of today's date 2/20/25.

  Business Response

  Date: 02/25/2025

  Dear ******, 
  
  Thank you for reaching out via the BBB. We regret that your experience with the "buffer" was not optimal. Please be assured that our website has been functioning properly without any reported issues. If there was any delay or "buffering," it was likely due to the user's internet speed or connection stability, rather than an issue on our end.
  
  We also apologize for the wait time you experienced during the review of your application. Our team assists hundreds of customers daily across various applications and support channels. Each application is carefully reviewed to ensure accuracy and compliance. However, during periods of high demand, response times may be longer than usual, though our back-office and customer support teams remain committed to providing thorough and attentive service.
  
  We have received your cancellation request and processed the cancellations for your new passport application ($67), prepaid TSA application ($77), and GOV+ annual subscription ($119.88). Additionally, the mandatory government fees of $165 associated with the passport application have also been refunded. In total, refunds amounting to $428.88 have been issued on February 22nd and 24th.
  
  Please allow 3-5 business days for the refunds to be posted back to your original payment method, as bank processing times may vary.
  

• Initial Complaint

  Date:02/19/2025

  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+ emailed me to finish my TSA/Clear application which I had applied for the previous day. I assumed they were a government site so I allowed them to charge me $57 to finish the application. Afterwards, I researched them and found out they are not affiliated with the government so I emailed them and requested a refund. Somehow, they knew I had just applied for a TSA and phished me based on that knowledge. Gov+ should not be allowed to pretend they are related to the government.

  Customer Answer

  Date: 02/20/2025

  Thank you for your prompt response. Update: I was able to get a promise of a refund from the Gov+ company. However, I would still like my complaint to remain on record with BBB.

  ******

  Business Response

  Date: 02/24/2025

  Hello ****** and *****, 
  
  Thank you for reaching out via the BBB. Please allow us to clarify some statements in your complaint. First, our homepage clearly and explicitly states, "NOT THE GOVERNMENT, JUST A FRIENDLY PRIVATE COMPANY," making it unmistakable that we are an independent service provider. If this clear disclaimer was overlooked, it raises the question of why responsibility is being placed on us for any misunderstanding when this information has been prominently displayed from the very beginning.
  
  We do not "pretend" to be the government or claim any affiliation with government entities. In fact, every page on our website clearly states the following disclaimer:
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any Government or State agency. GovPlus is authorized by the ************************, through its subsidiary *********************, to process expedited passport applications; by the ************************ (***) as an authorized e-file provider; and by the ************************************ (******) as a Beneficial Ownership Information (***) provider. We do not charge for any forms; however, we charge for the use of our software to assist you in completing forms. GovPlus is not a federal or state agency, financial institution, accounting firm, or law firm, and we do not provide legal or financial advice."
  
  This information is also included in our terms and conditions which all customers have to agree to before manually agreeing to make payments. This is also readily available on our website for free for all users to review. Holding us accountable for a misunderstanding that stems from information being overlooked does not align with the transparency we have made every effort to provide.
  
  Additionally, our use of a .com domain further distinguishes us as a private entity. In contrast, official government websites use the .gov domain, display official seals, and include the statement, "An official website of the United States Government." These differences are clear and intentionally designed to prevent confusion.
  
  Regarding your TSA PreCheck renewal application, we want to clarify that we do not phish for information. The questions we ask are directly related to the application being filed and are necessary to ensure accuracy and compliance with *** requirements.
  
  Its important to understand that processing or completing any application is simply not feasible if the information provided is incomplete or inaccurate. Our goal is to help applicants avoid unnecessary delays or rejections by ensuring all details are correct from the outset. Since this was a *** PreCheck renewal, we also needed to verify eligibility and confirm that the correct membership was being renewedsteps that are essential to a successful application process.
  
  Given the nature of your complaint, its clear that several important details were overlooked. For the application associated with ************************** all fees have been fully refunded, including the $70 government feedespite the fact that our service was successfully rendered and the *** was renewed by us on August 14th 2024, essentially at no cost to you.
  
  Additionally, the fees under the account ******************** have also been refunded: the $67 GOV+ Software Fee was processed on August 16th, 2024, and the $57 GOV+ Expedited Processing Fee was refunded on February 19th, 2025. Please allow ********************************************************* your account, as processing times may vary depending on your bank.
  
  A confirmation email has been sent, and we can verify that it has been successfully delivered. For your convenience, we have also attached the refund receipts to this response. Thank you for the opportunity to address your concerns.
  

• Initial Complaint

  Date:02/19/2025

  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 paid ************************** $67 on February 16 to renew my passport. I mistakenly believed they were the governmental agency I needed to contact.

  Business Response

  Date: 02/22/2025

  Hello ****, 
  
  Thank you for reaching out to us via the BBB platform. First and foremost, GOV+ is a private company, and we make this distinction abundantly clear. Our homepage prominently states, Not the government, just a helpful private company. This message is immediately visible on a desktop and requires minimal scrolling on mobile. Additionally, our website uses the .com domain, which is a standard indication of a private entity, whereas official government websites use .gov, .org, or .mil.
  
  We understand that you may have overlooked some information and we will process your refund request.  As per our Terms and Conditions, you are still eligible. Your application has not been completed as it has a lot of missing information.
  
  We have canceled your application and a full refund of our one time software fee of $67 has been processed. Please allow 3-5 business days for the refund to be posted back to the original payment method as bank processing times vary. A refund confirmation email has been sent. We have included your refund receipt in this response for your convenience.
  
  Thank you for the opportunity to address this, and we appreciate your understanding. We hope to be of service to you in the future.
  

• Initial Complaint

  Date:02/18/2025

  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 used GovPlus because it seemed easy. They basically charge you 67 dollars to fill out paperwork you can very easily do for yourself. It doesn't tell you exactly how it works until you pay the fees. You personally do alot of legwork. I didn't realize my checks they sent me for payment expired. At least that was refunded. My paperwork was wrong. Alot of stuff missing and other parts filled out wrong. They refused to refund me because I already used their software.... but everything was wrong and I had to re do all my paperwork when i was actually applying for my passport. So what was i paying for? Super dissatisfied.

  Business Response

  Date: 02/22/2025

  Hello *********, 
  
  Thank you for reaching out via the BBB. We regret that you had to redo your application forms. However, the information on the forms we provided was generated based on what you entered when completing your application on our platform. If any details were missing, it is likely those sections were left unanswered during your submission.
  
  Regarding the one-time software fee of $67, this provides customers with access to a comprehensive toolkit designed to simplify the passport application process without the need for additional equipment. This includes accurately completed forms, an online passport photo taken from home using our patented technology, document copies, and company-issued checks to meet government requirementsall conveniently delivered to your designated address.
  
  When the application box was delivered to you, the checks clearly stated their validity: 90 days. We regret that this important information was overlooked. For clarity on the refund process, please refer to Section 10 of our Terms and Conditions, which all customers are required to review, agree to, and manually confirm before proceeding with their application.
  
  10. Refunds
  GovPlus grants you a seven (7) day period to evaluate the Services. If no Services were rendered, you may receive a refund within such seven (7) day period. No refunds will be issued after such period or if Services were rendered. Services are considered rendered if: (a) an application has been completed and submitted for review"
  
  Your application was completed on September 25th 2024, which is already beyond the 7-day window, and your package has been delivered October 3rd 2024. This means services were rendered.
  
  While individuals can independently file passport applications, its important to acknowledge that the process can be complex and time-consuming. Not everyone has the patience, familiarity with government websites, or ability to manage multiple forms and gather all necessary requirements. These tasks can be overwhelming, especially for those with scheduling constraints, medical conditions, or limited mobility. This is  where our services provide genuine value and convenience, streamlining the process for those who need it most. However, if you prefer to handle the application yourself using the traditional method, that option is always available.
  
  Given the nature of your complaint, it appears there may have been a misunderstanding regarding how our services work, and we acknowledge that. A full refund of our service fee of $67 was processed today, February 22nd despite our services being rendered. An email confirmation has been sent and delivered to you. Please allow 3-5 business days for the refund to be posted back to your account, as bank processing times can vary. Thank you for the opportunity to address your concerns.
  
  

  Customer Answer

  Date: 02/24/2025

   
  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:02/18/2025

  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.

  Yesterday (2/17/25) I setup an account and started to fill out an application for a Passport and TSA Application, plus I got the GOV+ subscription. My wife informed me that we have ****************, and they have a similar program. I immediately sent out an email requesting to cancel everything and refund the amounts back to my credit cards. This is the email:I recently (today 2/17/25) started an application for a Passport ($67) and TSA PreCheck ($97), plus the GOV+ subscription ($119.88), but my wife informed me that we have ****************, and they have a similar program. Is there any possible way to cancel everything and credit back to my credit cards?I didnt get a response, so I sent another email out today (2/18/25) and did get a response:You can cancel your applications at any time, but for a full refund, you need to request it within seven days of submitting your application, provided no services have been rendered. Services are considered rendered if:1.An application has been completed and submitted for ************ have activated any services in your GOV+ dashboard, such as Automatic Renewal, Document Insurance, Identity Protection, Vault, or Family ********** cancel your order and request a refund, please use the "Talk to a person" option to connect with one of our experts. They will create a ticket for your request, ensure it's processed promptly, and guide you through the refund eligibility process.This answer was composed by GOV+ Assistant, GOV+'s AI Agent.I chatted with a team member, and these are the "refunds" I am supposed to $34 - passport application fee (was $67)$77 - TSA application fee (was $97)$60 - subscription fee (was $119.88)I only completed 20% of the Passport, 50% TSA Application and I cancelled my GOV+ Subscription (2/17/25) just after I signed up for *****, my question is why cant I get a full refund? I never completed anything or used anything and I requested a refund the same day.

  Business Response

  Date: 02/21/2025

  Dear *****, 
  
  We appreciate the time you've taken to share your concerns via the BBB. We are so sorry that you did not have an optimal  experience. Please allow us to make it right. Full refunds were already issued on February 18th and 19th. Please allow 3-5 business days for the funds to reflect in your account, as processing times may vary depending on your bank. For your convenience, we have also attached all the refund receipts to this response.

  Customer Answer

  Date: 02/25/2025

   
  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:02/18/2025

  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.

  I mistakingly got on the Gov+ site thinking it was the passport renewal site for the US Government.On February 18th, 2025, I paid $67 to renew my passport. When they kept asking me for other payments, I realized my mistake. On their chat, I tried to cancel my order. They said I could call the 800 number or it would be faster to sign up for their account. I feel they are phishing for more information. I called the 800#within a 1/2hour and have been on hold for 75 minutes and counting. I just want my order cancelled so that I can renew my passport through the US government.

  Business Response

  Date: 02/21/2025

  Hello ****, 
  
  First and foremost, GOV+ is a private company, and we make this distinction abundantly clear. Our homepage prominently states, Not the government, just a helpful private company. This message is immediately visible on a desktop and requires minimal scrolling on mobile. Additionally, our website uses the .com domain, which is a standard indication of a private entity, whereas official government websites use .gov, .org, or .mil. Our mission is to simplify complex government processes and enhance the user experience through innovation and efficiency. GOV+ exists to provide an alternative solution.
  
  To clarify, we are not "phishing" for information. The questions that are asked  are directly related to the application customers are filing. It is important to understand that processing or completing any application is simply not feasible if the information provided is incomplete or inaccurate. Our goal is to ensure accuracy and compliance, which ultimately benefits the applicant by preventing delays or rejections.
  
  At GOV+, we are committed to serving individuals who understand and find value in our services. We respect your decision and have canceled your passport application. A full refund for the GOV+ Software Fee has been processed on February 17th, and a refund confirmation email has been sent. For your convenience, we have also attached a refund receipt to this response.
  
  Please allow 3-5 business days for the funds to reflect in your account, as processing times may vary depending on your bank. Your request has been fully processed, and we now consider this matter resolved.
  
  

  Customer Answer

  Date: 02/21/2025

   
  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:02/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company claimed to offer a service that helps with renewing passport. It appears to be a scam and you cant get hold of a person to discuss. It was supposed to be 3 days for the next step and nothing has happened for two weeks. I cannot find a single yelp review of the company. They advertise on ******** but when you try to see the comments there is nothing showing despite the fact that it shows there are thousands of comments.

  Business Response

  Date: 02/20/2025

  Hello ****, 
  
  We encourage you to fully explore the services we provide before making assumptions about our legitimacy. GOV+ is a fully legitimate private company, operating in full compliance with state and local laws, with a strong commitment to transparency and accountability. Our platform offers unique features and benefits not available through government websites, such as enhanced convenience, document protection, and automatic renewals.
  
  Please be aware that Yelp is just one of many third-party platforms where customers can share their experiences. Reputable sites such as ****** Reviews, Trustpilot, and the Better Business Bureau (BBB) also provide spaces for customer feedback. Basing a companys legitimacy solely on its presenceor absenceon a single platform is neither a fair nor accurate assessment. A lack of listing on **** does not equate to fraud, just as being listed does not automatically guarantee credibility.
  
  To elaborate on our services, GOV+ charges a one-time standard software fee of $67 for passport applications. For this fee, customers gain access to a comprehensive toolkit for fulfilling passport application requirements without needing additional equipment or trips. This includes accurate forms, online passport photos taken from home using our patented technology, and company checks issued by us to meet government requirements, all conveniently delivered to your designated address. This streamlined process eliminates the potential for errors and the need for multiple trips to obtain necessary items like a passport photo, new or correct forms, and going to the bank for checks. 
  
  We want to apologize for the wait time you experienced during the review of your application. Please know that it has undergone review and an email was sent to you. Please note that you selected standard processing for your application. At the time of selection, your dashboard clearly indicated:
  
  "GOV+ processes thousands of applications per day on a first-come, first-served basis. Choose expedited processing for faster verification, appointments, and submission."
  
  We assist hundreds of customers daily across multiple applications and support channels, and our priority is to review and address each application with the care and attention it deserves. Our back-office and customer support teams are committed to thorough and accurate application handling. However, during periods of high demand, such as recently, this may lead to longer review and response times.
  
  Regarding the ******** comments , these are not visible because they are unrelated to our services and primarily focus on political discussions. We intentionally avoid engaging in topics that could be polarizing, as our priority is to maintain a neutral space dedicated solely to providing quality service and support for our customers.
  
  At **********************, our goal is and will always be customer satisfaction. We strive to serve individuals who understand and find value in our services. Your passport renewal application was cancelled today, February 20, and despite ineligibility for the refund we processed both in full, $67 and $190. And the discounted TSA application of $77. Totaling to $334.
  
  Please allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails were sent as well. We can confirm it was successfully delivered. We have included the receipts in this response for your convenience. We appreciate the opportunity to address your concerns. Your request has been processed. We consider this matter closed. 

  Customer Answer

  Date: 03/03/2025

   
  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:02/16/2025

  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.

  02/16 Went on this site paid 67$ thought that was the fee only to be charged addt 130 for processing which was very misleading along with many other addt fee which I was able to decline . That was no cancel button . I was not not aware this company was not affiliated with the government and I would like a refund

  Business Response

  Date: 02/20/2025

  Hello ****, 
  
  GOV+ is a private company, and we make this distinction abundantly clear. Our homepage prominently states, Not the government, just a helpful private company. This message is immediately visible on desktops and requires minimal scrolling on mobile. Additionally, our website uses the .com domaina standard indication of a private entity, whereas official government websites use .gov.
  
  Furthermore, our homepage and payment page states, "GOVERNMENT FEES ARE NOT INCLUDED." The payment process requires applicants to manually enter their payment details, check a box agreeing to the terms and conditions, and then actively submit their order. These steps require an informed and intentional decision. Therefore, the statement that you were misled into making a payment is factually incorrect. 
  Additionally, customers always have the option to complete government applications directly through the respective government websites at no additional cost.
  
  Using GOV+ is entirely voluntary and requires agreement to our clearly stated terms and conditions. Proceeding with our services involves an intentional actionclicking the "submit" buttonindicating clear consent. While we make every effort to present our terms transparently, it is ultimately the customers responsibility to review them prior to completing a transaction. This information is available for free on our website, and we encourage anyone seeking further clarity to reach out directly for assistance.
  
  You filed for a Passport Renewal application on February 16 and paid $67 to utilize our platform and services to facilitate the application. The $130 is a mandatory government fee for a passport book under routine or standard processing. Your application was immediately processed and has undergone review. It has been determined that the initial passport uploaded did not meet the criteria for a qualified passport photo and an email was sent informing you of the case and requested for a new photo. You reuploaded another photo, the following day, February 17th and it passed the qualifications.
  
  At GOV+, our goal is and will always be customer satisfaction. We strive to serve individuals who understand and find value in our services. Your passport renewal application was cancelled today, February 20, and despite ineligibility for the refund we processed both in full, $67 and $130. 
  
  Please allow 3-5 business days for the refunds to be posted back to your account as bank processing times vary. Refund confirmation emails were sent as well. We can confirm it was successfully delivered. We have included the receipts in this response for your convenience. We appreciate the opportunity to address your concerns. Your request has been processed. We consider this matter closed. 
  

  Customer Answer

  Date: 03/04/2025

  Hi ******,

  
  

  Thanks for your email. The case is resolved.

  
  

  Thanks,

  Sahara & ****