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:08/06/2025

  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: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.

  BUYER BEWARE!!! I DON'T BELIEVE THIS COMPANY IS LEGIT WHATSOEVER. THEY HAVE CHARGED ME HUNDREDS OF DOLLARS TO RENEW MY PASSPORT AND NOTHING HAS HAPPENED! IT'S BEEN MONTHS! THEY DON'T HAVE ACTUAL HUMAN BEINGS AS AGENTS! I'M FURIOUS!

  Business Response

  Date: 08/17/2025

  Dear ******* ********,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to provide clarification.
  
  First, GOV+ is a legitimate, fully registered private company that provides optional support services for government-related applications. We are not a government agency. Our platform exists to simplify the process by offering guided assistance, pre-filled forms, and personalized customer supportfeatures not typically offered by official government websites.
  
  Second, contrary to the claim that nothing has happened, your application did, in fact, progress until it was paused due to a non-compliant passport photo. On May 19th, you were sent an email outlining the specific reasons for rejection: facial expression (not neutral), taken too close (resulted in photo being cropped) and uneven lighting. These are not arbitrary rules set by us; they are requirements of the ******************* and must be met to avoid rejection at a government level. Until a compliant photo is provided, no passport application can move forward.
  
  Third,  the assertion that they dont have actual human beings as agents is simply inaccurate. Multiple human representatives have directly assisted you via live chat, and records confirm that outbound phone calls were placed to the number you provided. Those calls rang through to your voicemail. While we cannot force a customer to answer, the attempts were there.
  
  We understand frustration can arise when expectations do not align with federal processing requirements, but to suggest that GOV+ is not legitimate ignores the documented support you received, the communications sent to you, and the clear federal requirements that caused the delay.
  
  Respectfully, this situation is not about legitimacy it is about compliance. Until a compliant photo is provided, no company, no matter how legitimate, can push an application through the *************************
  
  To complete your application, we understand that Zion also assisted you via chat on August 12th. You may want to respond to the email that was sent to you by our representative ****, requesting you to provide the best callback time and best contact number so we can move forward with your application. 
  

• 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.
  

  
  

• Initial Complaint

  Date:08/01/2025

  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.

  On June 7th 2025, I paid this service over $200 to backcheck my passport application, print it out, and provide a money order for government fees. I have yet to receive my application. Every attempt I have made to remedy this has been met with excuses why they cannot provide me with the service I have paid for. I am submitting this complaint for other customers so they know what kind of shoddy service gov+ provides

  Business Response

  Date: 08/13/2025

  Dear ****** **********, 
  
  We acknowledge receipt of your complaint submitted through the Better Business Bureau and regret that your experience did not meet expectations.
  
  To address your concerns and make this right, we attempted to reach out to you multiple times via phone, however, your mailbox was not set up-- so we sent you multiple emails. Please reach out to us using the email thread sent by our representative, ***, so we can assist you further. 
  
  We await your response. 
  

• Initial Complaint

  Date:07/30/2025

  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.

  Applied for a passport renewal online on 6/2/2025. A draw of $67.00 was made on that date. We have not received an email or any other form of contact since. Requesting a refund.

  Business Response

  Date: 08/10/2025

  Dear ******* *******, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond.
  
  Please be advised that your application contained only the most basic information. Multiple notifications were sent requesting that you return to your dashboard to complete the missing detailsunfortunately, applications do not complete themselves. Since no action was taken on your part, the application remained in an incomplete status.  Processing an application with incomplete information is simply not feasible, particularly in the context of passport applications, where accurate information and qualified documents are mandatory.
  
  Upon reviewing our communication records, we did not find any interaction from-even an attempt to reach out to clarify something. We advise all customersnot just those using our platformto allow the company a fair chance to resolve concerns before publicly airing assumptions that require us to step in and correct the record. A direct conversation typically leads to a faster and more effective resolution than a public complaint.
  
  Despite our 7-day refund policy, your $67 was fully refunded on July 31st and your application was canceled. A refund confirmation email was sent to you by our representative *****. We aim to serve and retain customers who value and understand the benefits of our services. We consider this matter closed.
  
  

• Initial Complaint

  Date:07/29/2025

  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 applied for a Social Security card replacement right after applying I thought to look up if the company is actually legit and thats where I came across all of the Better Business Bureau complaints and I became extremely uncomfortable with the purchase. eight minutes after applying I had asked for a refund and told me that my application was already under review. I applied at almost 9 PM. I asked for a refund and they will not give me one. Im not comfortable moving forward with a company that has received so many complaints about horrible service.

  Business Response

  Date: 08/10/2025

  Dear ***** ******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond.
  
  We understand that stumbling across complaints online can be unsettling. Its natural to feel concerned though perhaps not the most reliable way to form a complete opinion. While you were thorough enough to scroll through BBB complaints, we noticed you skipped over the positive reviews (which, incidentally, outweigh the negative ones) and the company responses that provide context you may have missed. We admire the investigative spirit we just wish it extended to reviewing all the available facts before drawing conclusions.
  
  For clarity: a businesss legitimacy is not defined by the presence of complaints from individuals who may have misunderstood the service they purchased or overlooked the clearly posted disclaimers. What is relevant is that GOV+ is a registered, lawful business authorized to provide application assistance for a variety of government forms. And unlike anonymous forum posts, contacting us generally results in faster, more accurate answers.
  
  A few important points:
  
  1. As with any third-party service, our fees are for convenience and expertise. The government offers a DIY option for free; you chose our paid service for the streamlined process and complete application preparation.
  2.Once an application is submitted, our system immediately begins processing automatically or by a reviewer. This constitutes service rendered under our Terms & Conditions, which you agreed to before submission.
  3.Time of day is irrelevant; the process starts the moment you click Submit. Whether that was at 9:00 PM or 9:00 AM, an eight-minute window doesnt undo work thats already begun.
  4. Refunds are issued per policy. This isnt a matter of refusal its about applying the same rules to all customers equally. In your case, your request fell outside the refund eligibility period. Nonetheless, we issued a refund as a goodwill gesture not because of online reviews or threats, but because we genuinely try to resolve concerns when possible.
  
  We encourage all applicants to review our service details and Terms before committing, so expectations are aligned and theres no reliance on second-hand narratives.
  
  You application has been cancelled and you were issued full refunds on July 29th. We consider this matter closed.

• Initial Complaint

  Date:07/29/2025

  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 am 87 years old and I did not understand that this was not the official government website when I attempted to renew my passport on 6/21/25. Based on the other complaints here at BBB and the constant marketing emails I have received from Gov+ I believe they are a scam. I do not believe that I will get the services promised. I paid $67 for passport application, $57 for expedited processing, $97 for TSA Precheck, $190 for expedited processing, $119.88 for subscription, a total of $530.88. I would like a complete refund of all the money I paid.

  Business Response

  Date: 08/10/2025

  Dear ***** ****
  
  We acknowledge receipt of your complaint submitted via the Better Business Bureau and appreciate the opportunity to respond.
  
  First, we are sorry you feel frustrated we understand how confusing online transactions can be, especially when youre dealing with multiple fees. That said, its important to set the record straight.
  
  GOV+ is a privately owned company that provides an optional, paid service to help customers prepare and submit *************************** forms. We are not a government website this is stated plainly on our homepage: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. That disclaimer is visible before checkout, not hidden in invisible fine print.
  
  No fee is ever charged without explicit, affirmative action by the customer: manual entry of payment information, clicking Agree to the Terms & Conditions, and clicking Submit.
  
  According to your complaint, the amounts you were charged are:
  
  GOV+ Passport application (Service Fee): $67
  GOV+ Expedited processing: $57
  Mandatory Passport Fee + Expedited Processing (Government): $130+$60
  GOV+ TSA PreCheck (Prepaid): $97
  
  Subscription: $119.88
  Total: $530.88.
  
  If these charges appeared on your statement, they reflect services and options you selected and authorized at the time of checkout.
  
  Regarding your claim this is a scam, we take accusations of fraud extremely seriously. Calling a clearly disclosed private service a scam is a serious claim and, in this case, inaccurate. We provide a paid convenience service; we do not impersonate or represent any government agency.  It is not uncommon for us to hear concerns only after a customer has experienced buyers remorsenot because the service was unclear, but because they did not anticipate the financial impact. That said, we do our best to accommodate concerns when they arise, but we can only work with the information and cooperation provided.
  
  If the distinctions on our site were unclear to you, we wish you had given us the opportunity to explain them to you and resolved this privately before you escalated the matter publicly. 
  
  Your complaint suggests that you did not perceive the value of the convenience our service offers. Our decision to process your refund reflects our commitment to maintaining a customer base that values our services, not one driven by assumptions or misunderstandings. We strive to maintain transparent and mutually beneficial relationships with all clients. Your applications and subscription were already canceled and you were issued full refunds, as confirmed to you by our representative, ***, via email. We consider this matter closed.
  
  

  Customer Answer

  Date: 08/11/2025

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

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Searching on ****** for how to apply for TSA PreCheck, the Gov+ site came up. I filled out the application and paid $96 and got an appointment to go to ***. When I arrived there, I was charged $76 and told they took no money on-line only in person. So essentially Gov+ took $96 dollars from me for no service. I am also disturbed that there was nothing to suggest that this was not an official government site and the only way to apply for TSA PreCheck

  Customer Answer

  Date: 07/30/2025

  I have heard from Gov+ and accept their explanation.