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:02/27/2024

  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.

  Very disappointed with this company. I have sent them 3 perfectly acceptable pictures for a passport that they conveniently keep telling me aren't good. I've had a passport, I know how to do the picture. I feel they are doing this on purpose and refuse to send out my application. I believe they are doing this for money only and no service. I do not believe they have any intention of actually doing anything for me except collect the fees.

  Business Response

  Date: 03/06/2024

  Hello ******** , 
  
  Thank you for reaching out to GOV+ through BBB. We greatly value customer feedback and are committed to ensuring satisfaction. We encourage and appreciate a direct approach in addressing concerns before resorting to public complaints.
  
  As a public complaint has been submitted, we will attend to each concern or accusation you have and resolve your concerns through the BBB platform.
  
  After a comprehensive review of our communication log, we found numerous abandoned chats and from October 2023 to December 2023, left a voicemail  as well, and multiple chat interactions all in the previous month, February 20204. 
  
  We would like to emphasize the importance of accuracy in public statements, especially when using strong terms like 'I feel they are doing this on purpose and refuse to send out my application. I believe they are doing this for money only and no service. I do not believe they have any intention of actually doing anything for me' Such language should be backed by factual information or evidence rather than arising from individual oversight or  intentions to ignore advisories. We feel this is a misunderstanding as we are not permitted to accept photos we know will be denied.
  
  We acknowledge your frustration with the delay in processing your lost passport application. However, it's important to clarify that the delay was primarily due to the unqualified passport photos you persistently submitted. We understand that you know how to take a photo; however, We communicated the specific reasons why each photo was rejected to you in detail via voicemails and  chats, as we strictly adhere to government standards. Accepting an unqualified photo would not only inconvenience you but also impede our ability to fulfill our responsibilities. We provided significant assistance and clear guidelines to rectify this issue, as processing your application with an unacceptable photo would inevitably lead to you retaking your passport photo in a public photo facility and shelling out more money, which we were trying to avoid.
  
  Please understand that minor issues such as imperfect lighting or a strand of hair in the photo, which may seem acceptable to you, do not meet the strict standards of the passport agency. We do not deem it necessary to provide a detailed list of the specific issues with each of the photos you uploaded, but the examples given above are some of the reasons they were rejected.
  
  Despite our efforts, you continued to upload unqualified photos and demanded that we process them, even threatening to publicize your complaint if we refused to comply with your demands. Please understand that resolving this issue with your passport photo was within your control. As you mentioned, you already had a passport and were aware of the qualifications required. We urge all our customers to reconsider their approach and work with us to ensure the successful processing of their applications. If we had no intention of processing your application, we would not have communicated with you regarding what steps you needed to take for your photo to qualify. Please take this into consideration.
  
  We proudly maintain a 4.79 out of 5-star rating on the BBB platform, with over 1800 customers expressing their satisfaction. Additionally, we hold a 4.9 out of 5-star rating on TrustPilot. It's also important to note that hundreds, maybe even thousands of our satisfied customers may not actively contribute to public forums.

  Our aim is to extend assistance and convenience to those who may benefit from it, understanding the diverse situations of our customers. We processed full refunds of our GovPlus fee of $57 and $165 government fees, totaling $219 on February 28 2024 at 10:08 AM, as we really do not wish to keep customers that do not see value in our offerings or in their inaccurate claims that we do not intend to process applications to keep their money. We have thousands of customers that see extreme value in our services.

  We want to emphasize that we have refunded you our software fee and the mandatory government fees for passport application, both in full. Please allow 1-3 business days for the refunds to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you and we can confirm it has been received and opened. You may restart your application independently, at your convenience.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:02/26/2024

  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.

  I'm reaching out because I have a problem with this company I was made to believe that I could put in for a passport renewal with no issues and no problems they said no line quick and easy and fast since 2023 of November my application has been pending and then I finally received a notification that a tracking number for my application has been produced as of this date this is February 26th the label was made February 20th nothing has been shipped out no receipt when I finally was able to contact the company the lady then told me because I asked is this my passport renewal or is this going to be another application she told me it was going to be another application and that I have to send in my old passport and I have to send in a check in order to receive my new passport but the whole purpose of me doing this and going through them was so that I didn't have to deal with the headache of dealing with the passport situation I was made to believe that I pay them they handle everything I received my new passport now they're telling me that I still have to send off everything myself and they only charge me to fill out a paper of form that I could have filled out so I'm still doing all the work and I still haven't received anything and then all of a sudden the call ended and I got hung up on I called back nobody answered I can't even get a response about a full refund or anything I was not even giving a time frame on when my paperwork will be mailed out what am I to do next and my passport is scheduled to expire this year now I have to spend extra money and extra time to hurry up and go put in for a new passport and I still have to wait and it's been almost 5 months since I did all of this in November of last year and I have seen all the reviews in this the same thing with this company we have a high volume we have this we have that who is dealing with these companies accordingly that's what I want to know why are these companies allowed to operate in such horrible manner and not give a clear explanation on anything that they're doing and taking people money

  Business Response

  Date: 03/04/2024

  Hello ******, 
  
  Thank you for reaching out to GOV+ through BBB. We greatly value customer feedback and are committed to ensuring satisfaction. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints.
  
  As a public complaint has been submitted, we will attend to each concern or accusation you have and resolve your concerns through the BBB platform.
  
  We understand your frustration and disappointment with the delay in processing your application. It's important to note that your application did not progress as quickly as anticipated due to the persistent issues due to unqualified passport photos you submitted. We have diligently communicated these concerns to you via email. We strictly adhere to government standards, and accepting an unqualified photo would not only inconvenience you but also impede our ability to fulfill our responsibilities. It's essential to understand that the resolution lies within your control. As previously communicated, we have provided significant assistance and clear instructions to aid in this part of the application process. If we were to knowingly process your application with an unacceptable photo we would be doing a disservice to you as it would be rejected by the passport agency.
  
  About the benefits of using our services, we appreciate your ability to independently navigate government applications, gather necessary forms, and fulfill requirements. However, these tasks may be simple for some but overwhelming for others who lack patience, knowledge, or assistance. Our platform addresses various circumstances by providing a centralized space for government applications and offering round-the-clock assistance. These are just a few of the value-added services we provide. We acknowledge the diverse circumstances of our customers and aim to offer convenience to those who find value in our services. We understand and respect varying opinions on the matter, and we are not imposing our perspective on you. We value the choice of thousands who appreciate the convenience we offer, and we recognize that perspectives may differ.
  
  Regarding the confusion about whether this is a new application or a renewal, it seems there may have been a misunderstanding regarding our services. Our company facilitates the passport application process by providing the necessary forms and miscellaneous requirements like our online photo service allows you to take a passport-compliant photo from your home, eliminating the need for travel to a photo studio, a check tailored to required mode of payment making it easier for you to submit your application without additional hassle of writing one or going to a bank for one, a company check issued and expert review and instruction sheet to ensure your application is completed correctly, a secure envelope for you to package and send your application and requirements, ensuring it arrives safely at its destination, a prepaid shipping label for convenient mailing of your application to the designated passport facility. This label can also be tracked through your personal dashboard. But please know that the actual submission of your application, including sending in your old passport and payment, is still required by the applicant as per government regulations. For passport renewal applications, this can only be done via mail and with the requirement of the old passport, which only the applicant has in their possession.
  
  Regarding the issue with communication, you mentioned being disconnected and calling back but no one answered. Please know that we have other modes of communication that are 24/7 aside from phone calls. We sincerely apologize for the inconvenience of not being able to connect to one of our representatives on Feb 26 2024 12:50 PM EST. Rest assured that but we are currently investigating the matter.
  
  Regarding your request for a refund, we understand your desire for resolution, please know that we provided the full services as stated on our website and in our terms. It's worth noting that, as per our Terms & Conditions, a refund cannot be issued once an application has been completed or processed. This policy is in place to maintain fairness and discourage misuse of the refund system. We can confirm that your application package has been successfully delivered to you February 29th, at 12:04 PM and the passport renewal application materials were shipped out by you on March 1st 2024. This is considered services rendered in full. It is now currently in transit and is expected to be received by the facility today, March 4th at around 9PM. Please allow 2 more days for the renewal process at the facility to commence.
  
  Our priority has always been customer satisfaction and today, March 4, despite the application being processed and completed on our end, package shipped and delivered; basically full service provided on our end, we processed a full refund of $57 GovPlus software fee on March 4th at 6:30 PM EST. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you, please acknowledge opening. Please understand that we wont cancel and refund the government fee of $130 as that amount has been converted to a check that you already mailed for your passport renewal. If we process the refund for that amount, the check will be voided and that would impede the processing of your application as the passport facility will definitely reject your application until you resend a valid $130 check or money order. We are confident that this will not be your desired outcome.
  
  GovPlus has taken all the necessary steps to address your concerns and processed the refund for our service fee. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out to us again using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ********************************************************** Specialist
  **********************

• Initial Complaint

  Date:02/18/2024

  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.

  Jan.8, 2024, 5:08PM Filled out information regarding TSA Pre for my daughter *********************. When she arrived for her appt. They said she should have been given a number . Im her mother, *****************************, I was not given any number and she had to pay $97.00. Not only did I pay $97.00, I paid an additional $57.00. I am asking you to refund my money. If necessary Ill provide proof.Please refer to your records. Thankyou for expediting this matter. And please reply either by ******************** or by phone206 948 4604

  Business Response

  Date: 02/23/2024

  Hello ******, 
  
  Thank you for contacting GOV+ through BBB. We value your feedback and strive for customer satisfaction. We encourage addressing concerns directly before resorting to public complaints. After reviewing our communication logs, it's apparent no attempts were made to reach out privately. Various avenues are available for communication, and we invite all customers to contact us directly. We also attempted to make contact via phone call on February 22nd at 7:18 PM PST to provide you updates regarding your daughter's application, specifically her KTN. The timing might have been inconvenient and we left you a voicemail.
  
  As a public complaint has been submitted, we commit to addressing each statement or concern through the BBB platform. 
  
  You voluntarily submitted a TSA application for your daughter, ********************* on January 9th 2024. An email to select appointment times was sent to her email the following day, January 10th. Records show it was  opened at 8:04 PM and an appointment was booked and confirmed. We sent the confirmation email within minutes at 8:08 and it was opened within seconds. The confirmed appointment details are as follows:
  
  Hello ******,
  Your appointment is confirmed
  Please be prepared to pay the $78 government fee. Acceptable payment methods include credit card, debit card, money order, company check, or certified/cashiers check.
  
  Appointment Time:2024-01-16 08:20:00
  Appointment Place: ******* **********************************************************: (Located inside Staples) **********, ** 98012-1520
  UEID: UZZY-5Q9B6Z
  
  She attended the appointment we booked for her and was issued a KTN the following day,  January 17th. Our Terms & Conditions also clearly state that "You *** request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to discourage individuals from taking advantage of the refund policy to receive free services. It's essential to act with integrity by paying for the services received instead of using them up and then asking for a refund. Please note that appointment selection and confirmation were considered rendered services.
  
  Please know that the $97 fee encompasses the utilization of our software for completing TSA applications and grants access to the customer dashboard, as well as providing free customer service at your discretion and time. This dashboard facilitates the effortless submission of various forms currently available on our website and those that *** be introduced in the future. Every form, both current and future, can be completed with a single click. Additionally, our customer service, as demonstrated in our internal tests, offers significantly faster responses, with replies delivered within a couple of minutes, as evidenced by your continuous interactions with our support team regarding your appointment details. Now that she has completed this one form she can submit any application we have in a single click.
  
  For the additional $57 charge you mentioned, it was for an ongoing offer if you intend to apply for a passport - either for a new one or renewal. This offer is entirely optional and can definitely be skipped. You were charged as you opted.
  
  Our priority has always been customer satisfaction. As of February 19th, 2024, we have processed a full refund of the $97 software fee despite the service being provided in full, and the unintentional opt in for passport application of $57 to the charged account, as we only intend to keep customers who value our services. 
  
  Please allow 1-3 business days for the refund to post as bank processing times vary and check your email for confirmation details. Your refund confirmation email has been sent on February 19th at 1:18 PM EST.
  
  GOV+ considers this matter to be resolved. For further feedback or questions, you *** contact us privately:
  
  24/7 Chat:*******************************************
  24/7 Email: ********************************
  Phone: ************** (8 AM to 11 PM EST Mon-Fri, 11 AM to 8 PM EST Sat-Sun)
  

  Best regards,
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:02/15/2024

  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.

  It has come to my attention GOV+ is not a legitimate company. I filled in their forms online for a TSA pre-check, January 5, 2024, was charged 97 $ and never heard from them. Today I was at IDEMIA for a real TSA pre-check and was told GOV+ is a scam

  Business Response

  Date: 02/20/2024

  Hello ******, 
  
  We acknowledge your contact through the BBB platform and we want to provide you with some important information and clarify your complaint. After a comprehensive review of our communication log, we found no attempts to interact with us via chat, email or phone call. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints. It is crucial to engage in open communication to address concerns effectively. We are committed to resolving matters in a fair and transparent manner, and we invite all customers to reach out to us directly with preferences, clarifications and any questions.
  
  However, since a public complaint has been submitted, we will attend to each concern or accusation you have and discuss your concerns through the BBB platform.
  
  It's important to emphasize the need for accuracy in public statements, particularly when using strong language like 'scam' or claiming to have 'never heard from us.' Such assertions should be supported by factual information rather than based on oversights or assumptions. We encourage you to fully understand our services before making judgments about our legitimacy. GOV+ is a fully legitimate private ******* that complies with all state and local laws, ensuring transparency and accountability in our operations. We offer unique features not found elsewhere.
  
  You voluntarily submitted a *** PreCheck application on January 4th, 2024, without any coercion or solicitation.
  
  Our records indicate that you delayed your application by exiting the dashboard without completing the forms. When you eventually completed the application, you were sent an email on January 10th, notifying you to select your appointment time. Despite opening this email at 8:47 AM EST, our records show that you did not select a time. The available appointment slots were as follows:
  
  Date: February 9 2024
  Times (MST): 9:20 AM  2:00 PM & 4:40 PM
  Location: ****************************************************** (********)
  
  We also appreciate the opportunity to address misconceptions. To clarify, the personnel from IDEMIA who conducted your interview and collected your biometrics are employed by a third-party private *******. Neither IdentoGo nor IDEMIA employees are government employees or agencies. It's important to understand that IDEMIA, the parent ******* of ********* is also privately owned, much like GovPlus, and operates as a competitor in the *** application industry. These non-government employees may not be familiar with our business practices, leading to inaccurate claims about GovPlus and causing unnecessary concern for our valued customers.
  
  Furthermore, it's crucial to note that the ** Government has not granted exclusivity in the submission of *** applications, allowing GovPlus, along with other providers, to assist with *** applications. If you have any further questions regarding our credibility, we encourage you to reach out to us directly.
  
  Additionally, GovPlus offers more than what the government currently provides. GovPlus has unique features not available elsewhere. The one time $97 fee grants access to a comprehensive platform, including proprietary software for completing various government applications, accessible from any location with internet connectivity. Our GOV+ customer dashboard centralizes all completed government forms for easy management and tracking. Moreover, we offer free 24/7 chat and email support for all inquiries, with phone support available during business hours. The dashboard simplifies the submission process for a wide range of forms available on our website. It's possible that you may have solely focused on the *** product, but please know that our services extend beyond that.
  
  Our priority has always been customer satisfaction and do not wish to keep individuals that do not see value in our offerings or in their inaccurate assumptions claim we are a scam as you state. There is no need to make assumptions as we are a legitimate ******* offering assistance to thousands of customers. 
  
  Please know that you have been refunded your $97 for *** on February 19th 2024 at 9:49 AM EST. Our decision stems from our belief that it is more important to maintain a customer base that sees value in our offerings and does not harbor inaccurate assumptions and then post them publicly. We provide transparent and mutually beneficial relationships with our valued clients. An email containing the refund confirmation has been sent to you, please acknowledge once opened. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary.

  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. If you wish to share more feedback, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:02/15/2024

  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 seen an advertisement for a company called GovPlus. In their advertisement, I was lead to believe that if I paid a fee to this company and filled out an online form I would receive my passport. This fee for this service was $75. 2 weeks later I received a package containing all of the state department forms needed to file for my passport. This service made their advertisements seem like they were acting as a middle man and was saving you a trip to the post office all the while, youd be able to track the status of your passport through their website. All I received back was the passport forms and a copy of my documents I sent in, thinking I was getting my passport.

  Business Response

  Date: 02/20/2024

  To whom it may concern,
  
  We are writing to address a complaint that has been filed against our business. We kindly request that this complaint be removed as the issue has been resolved to the customer's indicated desired settlement.
  
  We would also like to bring to your attention the delay in receiving notifications for complaints. It is important for businesses to be promptly notified of complaints so that they can address them in a timely manner.
  
  Additionally, we would like to inquire about the process and criteria for filing a valid complaint. It is concerning that customers often resort to filing complaints without allowing the business the opportunity to address and resolve their concerns internally. While we understand that submitting a complaint to your organization may be viewed as a last resort, we have observed a trend where customers opt for public criticism rather than seeking resolution through private channels.
  
  While we understand and respect the rights of customers to express their dissatisfaction, we also have a right to defend our business against baseless accusations. We find it counterproductive when customers choose to publicly criticize businesses without first allowing us the opportunity to address their concerns privately.
  
  We appreciate your attention to this matter and respectfully request that the complaint be reviewed and removed accordingly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:02/14/2024

  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.

  A company called GOV+ advertised on social media that they can assist with renewing my passport. I paid their $57 application fee and the $130 for government fees and normal processing fee of ******************************************************************************************************************* to renew a passport. I was told this company is a scam. I wish for a full refund, and want to help report this scam So to save anyone else falling prey to this scam company.

  Business Response

  Date: 02/20/2024

  Hello Mark, 
  
  We acknowledge your communication through the BBB platform and appreciate the opportunity to provide important information and clarify your complaint. Upon reviewing our communication log, we identified multiple interactions with you via email. However, we have yet to receive a response from you regarding your pending application. We encourage direct and ethical communication to address concerns before resorting to public complaints. Open dialogue is crucial for effective resolution, and we remain committed to resolving matters in a fair and transparent manner. If you seek a refund, just request it directly from us, and we will promptly process it for you. We aim for customer satisfaction. Just please allow us the opportunity to address your concerns privately.
  
  Your public complaint has prompted us to provide a public response, and we appreciate the opportunity to address and clarify your concerns. It's important to note the need for accuracy in public statements, especially when using strong language like 'scam' or 'save anyone else falling prey.' Such assertions should be supported by factual information rather than oversights, assumptions, or hearsay. We encourage you to explore our website, including official articles, to gain a comprehensive understanding of our company and services, rather than relying on hearsay or preconceived biases to make judgments about our legitimacy.
  
  EIN Plus (DBA GovPlus) provides the use of its software as the service, we are responsible for ensuring the application is completed and in some cases sent to the corresponding Government or ************ BUT NOT FOR THE ACTUAL ISSUING OF THE DOCUMENTS,. We clearly state this in our terms of service,  but in case you did not read them we are happy to reiterate them.
  
  As a customer, you have the right to conduct due diligence on a company and its background. All necessary information is readily available on our website for free, and you have the means to contact us directly. You voluntarily submitted a passport renewal on January 4th, 2024, without any coercion or solicitation.
  
  It's important to highlight that prior to manually submitting payments, all customers must consent to the terms of service. 
  
  Regarding your comment about the availability of an online option for new passport applications or renewals, we want to clarify that our service processes passport applications online, not the actual passport issuance. Any misunderstandings or assumptions should be addressed directly with us, rather than relying on information from unrelated and unverified sources, such as courthouse clerks.
  
  GOV+ is committed to providing a legitimate and valuable service, and we strive to reduce the complexities associated with filing various government forms online. While we can submit certain applications online, it's crucial to understand that for new, lost, stolen, or damaged passports, the US ********** of ***** mandates an in-person appointment for the submission of physical application forms, copies and original documents and a photo, along with signing in front of an official passport agent. Our service aims to simplify this process by offering online photo services, printing the photo, providing the necessary forms and evidentiary documents, and delivering them in a GOV+ envelope with a trackable label.  For passport renewal applications, this can only be done via mail. 
  
  For a nominal one-time software fee of $57, customers gain access to a comprehensive toolkit for fulfilling all passport renewal requirements without requiring additional equipment. This includes accurate form, online passport photo taken from home using our patented technology, and a company check issued by us to meet government requirements and shipping label, 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 envelopes, stamps, and passport photos. All you have to do is enclose your current passport and ship it out using the shipping label which you can track on your personal dashboard. We take full responsibility for ensuring your application documents are complete and ready for submission, simplifying the renewal process. This feature is appreciated by many of our customers as it streamlines their application process and delivers all required items to their doorstep.
  
  Additionally, our platform offers several additional features designed to enhance customer experience. Our internal testing has shown that our customer service is notably faster and more responsive, setting us apart from both competitors and government sites. As our company name suggests, GOVPLUS goes beyond basic government services by offering unique features not available elsewhere. Thoroughly reviewing our website would have provided you with extensive information that dispels any potential confusion or assumptions about our company and services.
  
  As of today, February 19th, 2024, at 2:32 PM EST, we have not received a response from you. Your complaint indicates that you do not perceive the value in the convenience, time-saving aspects, and simplified form-filling process that our service offers. In response, we have processed full refunds of $57 and $130 totaling $187 to your charged account. Our decision reflects our commitment to maintaining a customer base that sees value in our offerings rather than basing judgments on hearsay. We prioritize transparent and mutually beneficial relationships with our clients.
  
  An email containing the refund confirmation details has been sent to you. Please acknowledge receipt. Allow 1-3 business days for the refund to be posted, as bank processing times may vary. You are welcome to restart your passport renewal application at your convenience.
  
  We welcome any further comments you may have and encourage you to share your thoughts with us privately. You can reach us again through the following channels:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST **************************************************************** Specialist
  **********************
  

• Initial Complaint

  Date:02/12/2024

  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 submitted an application for passport renewal 8/15/23. My picture was rejected but inadequate attempts to notify me were made to resolve this. I was told to submit a picture that fit the requirements. I purchased pictures to satisfy the requirements. This picture was rejected since it was a picture of a picture. After several clarifications were requested by me I finally was told they would send the application to me to complete on my own. I would have been better served not using their service and still have no passport. I now wait for them to send an application to me to send in myself. They effectively charged me $187 to fill out an application for me. They have wasted my time and money and have created undue stress on me to have my passport in time for a trip with my elderly mother. My kids started their applications 6 months after me and have their first passports. Gov+ have my application and have printed a label for it to be picked up on 2/7. It has not been picked up. I was told there was a policy of how many packages **** would pick up from them. This was a lie. I called back and was told it would take 2 business days from printing. It has been 4. They reported they are looking into it and will call me back. I am getting the runaround.

  Customer Answer

  Date: 02/13/2024

  Added screen shot of current status of mail in pre shipment for several days

  Business Response

  Date: 02/23/2024

  Hello *****, 
  
  We acknowledge your contact through the BBB platform and we want to provide you with some important information and clarify your complaint. After a comprehensive review of our communication log, we found multiple interactions via email, chat and phone calls, both abandoned / unreachable and successful, email and phone call. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints. It is crucial to engage in open communication to address concerns effectively. We are committed to resolving matters in a fair and transparent manner, and we invite all customers to reach out to us directly with preferences, clarifications and any questions.
  
  However, since a public complaint has been submitted, we will attend to each concern you have and discuss your concerns through the BBB platform.
  
  It's important to emphasize the need for accuracy in public statements, particularly when using a statement  like getting the runaround. Such assertions should be supported by factual information rather than based on oversights or assumptions. We have attempted to call you multiple times and left voice messages and sent you emails for updates.  
  
  You voluntarily submitted a Passport Renewal on August 15th, 2023. We sent you emails regarding the processes on how to proceed. We requested for you to continue with the process on August 15th and the process did not move forward until November 28th 2023. It's important to note that your application did not progress as quickly as anticipated due to exiting the dashboard without completing the forms and persistent issues due to unqualified passport photos you submitted. On the same day, November 28th, you were asked to pay for the mandatory government fee, sign your application and provide a qualified passport photo: the photo you uploaded was taken too close. It is crucial to follow the exact steps we outline with acceptable passport photos to prevent your passport application from being rejected. On the 30th, we attempted to call you at 3:45 PM but the timing could have been inconvenient so we left you a voice message requesting you to reupload a qualified passport photo. You then uploaded a photo of a 2x2 photo. Adherence to government-mandated passport photo guidelines is crucial for the efficient processing of your application. It is our job to help assist you with acceptable passport photos to avoid the passport agency rejecting your entire application. Although frustrating, part of our service is to help you with acceptable pictures.
  
  We strictly adhere to government standards, and accepting an unqualified photo would not only inconvenience you but also impede our ability to fulfill our responsibilities. It's essential to understand that the resolution lies within your control. As previously communicated, we have provided significant assistance and clear instructions to aid in the application process. If we were to knowingly process your application with an unacceptable photo we would be doing a disservice to you as it would be rejected by the passport agency.
  
  The statement regarding **** only being able to pick up a limited number of packages from us requires clarification. Our ability to ship out packages depends on the **** capacity on any given day. 
  We apologize if our agent did not properly communicate this, but what you interpreted is not accurate and we apologize for this misunderstanding.
  
  We can confirm that your application package has been successfully delivered to you February 20th, at 4:39 PM. To complete the process, please follow the instructions enclosed with your application packet. We regret the delay you have experienced and, as a gesture of goodwill, we have refunded the $57 GovPlus software fee. While our refund process is real-time, please allow 1-3 business days for the refund to appear in your account, as bank processing times may vary. An email containing the refund confirmation details has been sent to you. Please acknowledge receipt of this email.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. If you wish to share more feedback, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:02/12/2024

  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 filled out an online form to receive TSA pre check thinking it was a government program but it is not. I have not received further information, even though I was on the website today. I was told that I had to go to an appt at a Staples store to complete the application but then was sent an appointment day/time that was three days ago.I want my charge of $97.00 on 2/5/2024 to not be paid.

  Business Response

  Date: 02/16/2024

  Hello **** ******, 
  
  We acknowledge your contact through the BBB platform and understand your concern about the appointment. We want to provide you with some important information and clarify your complaint. After a comprehensive review of our communication log, we found interactions via chat which you initiated last February 12th at 11:19 AM EST stating you needed assistance with your TSA appointment.
  
  First, we will also take this as an opportunity to reorient you to  our website, www.govplus.com, you'll find a clear statement near the top of the homepage: "Not the government, just a helpful private company." We consistently maintain this position, and our use of the '.com' domain underscores our status as a private entity. Additionally, at the bottom of our website, even on the terms and conditions, it's reiterated that we are a private company. This information is readily available throughout our homepage.
  
  We would also like to address your concern about being sent an appointment scheduled 3 days behind. We advocate for accuracy when making public statements particularly when it is verging on accusatory  like 'was sent an appointment day/time that was three days ago..' Such phrases should be supported by factual information or evidence rather than arising from individual oversights in reading or comprehension. Contrary to that statement it's more accurate to say that the selection for your in person appointment was sent February 5th, a day after your application. The ************** for selection were the earliest possible schedules during that time. It is noted that you opened the email at 10:57 AM on February 5th but did not select a schedule. You could have been sent a different selection of dates or times had you contacted us and requested for it.
  
  On February 12th at 11:19, you reached out to us via chat with an inquiry on how to complete your TSA PreCheck application. Our representative, ***, was assigned to you at 11:21 AM, assisted and informed you that your application was almost complete and you just need an appointment. You were asked for your preferred date and time and a backup schedule in case your preferred schedule was not available. You picked February 13th at noon or 3 PM and the location closest to your mailing address on file. We were able to book you your preferred schedule and sent a personalized confirmation email to you. At 7:05 PM, despite acknowledging the appointment and allowing us to serve you that date, we never heard back from you directly until you lodged a complaint without allowing us the opportunity to address and resolve your concerns. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints. As a public complaint has been submitted, we have attended to each concern you have and resolved your concerns through the BBB platform.
  
  Our priority has always been customer satisfaction and today, February 13th, despite the application being processed and completed, an appointment booked by us on your behalf  and basically full service provided on our end, we processed a full refund of $97 GovPlus software fee. Our decision stems from our belief that it is more important to maintain a customer base that sees value in our offerings and does not harbor inaccurate assumptions and then post them publicly. We provide transparent and mutually beneficial relationships with our valued clients.
  
  Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you on February 13th and we can confirm it has been received and opened at 4:51 PM EST.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 02/20/2024

   
  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:02/07/2024

  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 1/9/24, I paid Gov+ $97 for a new *** precheck application service that claimed that it would save me "Hours of valuable time" and will simplify the *** pre-check application process, schedule my appointment for me, etc. I filled out the form and got an email that it was 'in process'. When I checked status today on the dashboard the company claims provides 'transparency to the process', it says it's in process and I'll be notified via email 'for further instructions'. Meanwhile, right after filling out that form, I went to the real *** site and filled out the SAME FORM in under 5 minutes and was able to schedule my appointment at that time with ease. I can also log on to the *** website to get specific status on my application, versus the dashboard of Gov+ that claims to do the same thing but doesn't. Gov+ has failed to deliver any value that the service claims to provide. In fact, it's making the process longer while providing no transparency to the process other than "You will get an email at some point in time with some kind of information that you don't know now but that you will know when you get that email at some point in time". The "support" link in the website does not work - it just takes you to the same page where you launch support (a loop). The "?" link for help when logged in also doesn't work at all - it doesn't even loop you. So there is no way for me to work this out with the company direct. Therefore, I am filing this complaint with the objective to get my $97 refunded due to the failure to deliver any of the services/value/benefit the business claimed that it would provide.

  Business Response

  Date: 02/15/2024

  Hello ******, 
  
  We acknowledge your contact through the BBB platform and understand your concern about the charge in question. We want to provide you with some important information and clarify your complaint. After a comprehensive review of our communication log, we found multiple attempted interactions via chat which you initiated last January 14th at 9:22 PM EST. And  voice messages left by **** and ***** to you on the same day after discovering you needed assistance with your *** appointment.
  
  First, we regret that we were not able to get a hold of you to assist you with booking your desired *** in person appointment. Regarding the functionality of our support links, we've conducted a thorough investigation and found that the links work fine as well as the chat icon at the bottom right of the screen. All our communication channels are operational and monitored round the clock. While we appreciate your feedback on the functionality of our support links, rest assured that we have multiple avenues for assistance beyond just chat support. Please know that all our communication channels are working as they are monitored round the clock. May we suggest checking if you have a pop-up blocker on. We also have other avenues to use for assistance; not just the link to our chat support. Our email team is available 24/7 to respond; you could respond to any of the  emails you received from us and we will attend to you shortly. Engaging in a formal complaint can be time-consuming and we aim to prevent unnecessary inconvenience for our valued customers. This is the reason why we strongly encourage customers to reach out to us directly with any questions or concerns to ensure a more efficient and private resolution process. 
  
  It is also essential to clarify that our services extend beyond mere data input and appointment bookings. Our platform offers access to a comprehensive suite of features, including our proprietary software for completing various government applications, both current and future, accessible from anywhere with internet connectivity. This includes the convenience of our GOV+ customer dashboard, which centralizes all completed government forms for easy management and tracking. Additionally, we provide free 24/7 chat and email support for all inquiries, and phone support available on business hours. The dashboard simplifies the submission process for a wide range of forms available on our website. Please know that you might have been just focusing on the *** product. 
  
  While we acknowledge your proficiency in navigating government applications independently, it's crucial to recognize that these tasks can be daunting for others lacking in patience, knowledge, or support. Our platform aims to address diverse circumstances by offering a centralized hub for government applications and providing continuous assistance around the clock. This eliminates the need for customers to endure lengthy wait times for responses to their inquiries. These are just a few examples of the value-added services we offer.
  
  We understand and respect differing perspectives on the matter and do not seek to impose our views. Instead, we value the choices made by thousands of customers who appreciate the convenience we provide. We recognize the diversity of circumstances among our clientele and strive to offer convenience to those who find value in our services.
  
  Our priority has always been customer satisfaction, and as requested, you have been refunded your $97 for *** on February 7th when you requested it via chat. Email containing the refund confirmation details has been sent to you, please acknowledge once opened. 
  
  If you have any further questions or require additional assistance, please feel free to reach out to us directly.
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:02/05/2024

  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 Nov. 3 I started the application process to have Gov+ prepare paperwork for a new passport. I filled out all the information, paid for the work and it took over 2 and a half months to receive the paperwork, which I signed and sent to ******** Services. I received a letter stating the wrong application was prepared. I want a refund. They should have known I needed to fill out a DS-11 form for a new passport because my old passport was issued over 15 years ago.

  Business Response

  Date: 02/08/2024

  Hello *******, 
  
  Thank you for reaching out to GOV+ through BBB. We greatly value customer feedback and are committed to ensuring satisfaction. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints.
  
  After conducting a thorough review of our communication logs, it's evident that we made several attempts to assist you. Emails, chats and phone calls were found, between November 4th 2023 until yesterday, February 5th ****, addressing your application status, especially your passport photo and the rejection of your application.
  
  It's important to note that we strictly adhere to government standards, including compliance with government-mandated passport photo guidelines. Your application did not progress as quickly as anticipated due to persistent issues with your passport photo. Adherence to government-mandated passport photo guidelines is crucial for the efficient processing of your application.
  
  Regarding your application, it is also important to understand that when you applied for passport renewal through our platform, accuracy in providing information was crucial. Our system is configured to reject renewal applications for passports issued more than 15 years ago as these applications MUST be new applications and not renewals, however, you deliberately entered the year of issue as 2017 instead of 2007 to force the system to allow you to complete a renewal application Consequently, when we sent you the renewal application materials, they reflected the inaccurate information you provided in the system, leading to the rejection of your application. We can understand your desire to not want to process a new application ,given the requirement for an in-person appointment compared to a renewal. However, the delay in action has now necessitated treating your case as a new application, as per the passport agency's guidelines. Attempting to circumvent the system has resulted in a loss of time and inaccurate public criticism of our company.
  
  We provided the appropriate form based on the information you provided during the application process. If you had provided the correct and accurate information regarding the year of issue, you would have received the correct forms. All the information on your form originated from the details you provided.
  
  Contrary to the statement that your application was rejected due to any fault on our part, it's more accurate to say it was because of inaccuracies in the information provided.
  
  While our priority is always customer satisfaction, it's essential to address the next steps. Your requested refund can be issued; however, please note that the check you currently possess will be voided.
  
  Given that your application is for a new passport, you will need to prepare checks as follows: $130 payable to the ********** of ***** and an additional $35 for the in-person appointment at either a passport enrollment facility or a post office, based on your preference. These steps are necessary to proceed with your new passport application.
    
  We are confident that we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************