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:08/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a passport renewal in May and I have not received any progress to get the passport yet. Their only response is AI generic answers that don't relate to the problem. No help in getting the renewal.

  Business Response

  Date: 08/29/2025

  Dear *** *********, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to respond to your concerns.
  
  You submitted a new standard passport application on May 22. During the review process, we noticed that you had uploaded a photo of your existing passport as proof of citizenship. Since that passport was still valid for renewal, we reached out by email to confirm whether you had intended to apply for a new passport or whether your existing one had been lost or damaged.
  
  As reflected in your recent conversation with our representative *******, your application was canceled and a full refund was issued on August 19. We consider this matter closed. You may reapply at your convenience by selecting the correct type of application.
  
  

• Initial Complaint

  Date:08/15/2025

  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 applied for a passport with Gov+ and paid all fees six months ago. They asked that I resubmit my picture, which I did. I have been sending messages, but still no passport. Now, they want me to pay more money, just to find out why I dont have a passport. I need help because I am planning a foreign trip.

  Business Response

  Date: 08/27/2025

  Dear ***** ****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that your application was on hold due to your passport photos, which did not meet the qualifications.  Passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level. 
  
  Your application has already been completed and is just awaiting **** pick up. You may track the shipment status anytime by logging into your GOV+ account. For any further assistance, please feel free to reach out directly to our manager, *****, using the existing email thread with him.
  
  We are grateful for your patience and understanding, and we truly value the opportunity to serve you.
  
  

• Initial Complaint

  Date:08/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per company website, I submitted application to renew my passport on 01 August."Dashboard" indicates "in process - expect 3 days".No response to repeated email requests for status.I have not yet contacted my bank to dispute credit card charges.

  Business Response

  Date: 08/27/2025

  Dear ***** *********, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  Please know that your application, filed on August 1st, was put on hold due to your passport photo, which did not meet the qualifications.  Passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level. An email was sent to you on August 4th informing you of the issue. And assistance in taking a qualified passport photo provided in subsequent phone communications with ****** and *******. 
  
  Your application has been canceled and we issued a full refund on August 21st. At the time your refunds were processed, we were not aware that you had already initiated disputes with your bank. As a result, this matter is now solely within the purview of your financial institution, the mandatory government fee of $130 was put on hold. This is why we encourage customers to reach out to us directly first instead of filing a dispute. We are always available to address any concerns, and a simple email could have resolved this matter much more efficiently. Our representative, ******* suggested that you reach out to your bank and cancel the dispute you filed so we can reprocess the $130 that is still on hold.  For any further assistance, please feel free to reach out directly to ******* again, using the existing email thread with him.
  
  
  
  

  Customer Answer

  Date: 09/06/2025

   
  Complaint: 23750380
  
  I am rejecting this response because:

  After multiple email attempts at contacting the vendor, I was finally able to make phone contact,

   

  As repeatedly discussed with "*******", both by phone and email, I did in fact submit 4 separate disputes to my bank, since vendor was not responding.  3 line items were immediately refunded by vendor.  

   

  The remaining $130 has been in limbo for some time.  Latest information from ******* indicates that vendor is unable to refund to my credit card, and has offered to issue an "e-check" for this amount.  Several phone calls and emails have ensued.  I am to wait for the system to update, most likely on Monday 08 September.

  I have advised more than once that my bank and I will consider the matter closed once the "e-check" has cleared my bank.

   

   

   

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

  Business Response

  Date: 09/10/2025

  Dear ***** *********, 
  
  Despite the fact that your dispute remains active and the funds were already with your bank, we nonetheless issued you an electronic check for $130. As you confirmed receipt of this payment yesterday, we trust it is clear that GOV+ has fulfilled its obligations in full and that no further action is required on our part. We consider this matter closed.

• Initial Complaint

  Date:08/14/2025

  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.

  We have been trying to get a passport for two weeks now. We have spent $262 and were told we needed a better picture. We have taken better pictures. We are consistently unable to even access our account. Other times were on the dashboard and there's no "upload" button for the picture. There is also no phone number to call. We have made 18 attempts to gain clarity on what we need to do and get this resolved. Emails that we have sent are sometimes returned but not helpful. At this point they either allow us to upload the photo and finish the job or we would like our money back and we will go to the government office. I'm very disheartened to see that there's over 500 complaints with this company. Thank you so much for what you do!

  Business Response

  Date: 08/27/2025

  Dear *****, 
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that passport photo standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level.
  
  Regarding our contact information - its on the website. All users can access it by clicking the Contact us tab. 
  
  Finally, we appreciate you sharing your concern about the complaints, though wed like to put the 500 complaints figure into context. GOV+ has served hundreds of thousands of customers nationwide over the past three years. Out of that volume, roughly 500 complaints represents well under one percent of total transactionsa ratio that most companies handling sensitive, high-volume government-related applications would consider enviably low.
  
  Its worth noting that many of these complaints are repetitive in nature (for example, confusion between GOV+ and the actual government), and most are resolved with clarification and, often, refundseven in cases where no refund was technically due. In fact, we also have thousands of positive reviews and successful applications that far outweigh the handful of negative ones youve chosen to focus on.
  
  So while we understand how 500 complaints may sound concerning at first glance, when viewed in proportion, its less an indictment of our legitimacy and more a reflection of the scale of our operationsand of the fact that not every customer reads all the information presented before purchasing.
  
  We remain committed to improving the experience for all customers and continuing to serve the overwhelming majority who understand, value, and appreciate what our platform offers.
  
  Your application has been completed and your package has been successfully delivered on August 25th #**********************. You may reach out to us if you need more assistance. We consider this matter closed. 

• Initial Complaint

  Date:08/14/2025

  Type:Customer Service 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 5th 2025 I paid this company to issue my passport on an expedite basis to go oversees to my parents vows renewal. They promised me a process of 5 weeks. Needless to say, The Renewal was in the middle of July and no passport arrived so I missed the event. I have been calling for the last two weeks since up to today no signs of passport. I have called the government passport agency on Aug13 and they do not have any records of any passport application. I have been on line with ****** and Supervisor Del from Govplus **************) and my problem is not solved, They have not been able to provide me even with a government application number. I am hereby asking for your help in telling this company to give me a full refund and return immediately all paperwork (expired passport and other personal documents I sent to them) Thank you for your consideration.

  Business Response

  Date: 08/27/2025

  Dear Mr. ****************** sincerely regret the frustration and disappointment this situation has caused you, especially given the importance of your parents vow renewal. Missing such a milestone event is something we never want for any of our customers, and we truly apologize for the impact this delay has had on you and your family.
  
  As part of our service, we guarantee delivery to the passport agency. What happens after that point is, regrettably, beyond our control. Your application was handed over to the ******************* on June 16th as evidenced by the check we issued on your behalf  for $211.36 being cashed by the facility. There is no plausible way for them to have accessed and cashed the check without having received your complete application package. We recognize that your renewal has exceeded the expected processing timeline and we have been following up persistently with the courier and the  processing facility on your behalf.
  
  We have processed a full refund of our service fee of $297 on August 18th. Please know that we are still monitoring your application. We were provided with an estimated agency release date of 08/27. If you havent received anything until Friday, August 29th, we will request for your application to be cancelled and have your documents retrieved and shipped back to you. 
  
  We deeply regret that we were not able to deliver the service you trusted us with. We take full responsibility for ensuring resolution and will remain in contact with you until this matter is closed to your satisfaction.
  
  

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23749380
  
  I am rejecting this response because:

  The information sent as response is false. I am sending proof of email received where you can see this company NEVER did anything with my paperwork. 
  

  
  Sincerely,
  
  ******** Javier ************

  Business Response

  Date: 09/06/2025

  Dear Mr. ************************* respectfully disagree with your characterization. On August 29th, we sent you an email outlining the corrective measures we had undertaken. The email you attached as proof reflects only part of the situation and, in fact, reinforces the steps we took to resolve this matter, including acknowledging your decision to have your document retrieved and returned. At no point did it state that your application had not been processed.
  
  Our records confirm that your application was processed and managed in accordance with our established procedures. While we understand that your interpretation of events may differ, the assertion that nothing was done with your paperwork is not accurate.
  
  As noted in our previous response, your application was formally submitted to the ****************************. This is evidenced by the government check we issued on your behalf in the amount of $211.36, which was cashed on June 16th. There would be no possible way for the facility to have deposited this check without having received your complete application package.
  
  When you first reached out on August 14th requesting for the status of your application, we were genuinely concerned about the delays you were experiencing. From that point forward, our team made every effort to obtain updates on your application, often checking hourly. Please note that once an application is submitted through a courier, it can be challenging for us to secure detailed status information, as communication flows directly between the courier and the passport office. Additionally, applications may be delayed or rejected for a variety of reasonssome of which are confidential and not disclosed to us. This structure can sometimes create the impression of inactivity, when in fact your application remained in process throughout that time.
  
  Which was why we intervened: we formally requested retrieval of your application on the 15th, only received acknowledgment and approval on the 28th. We made arrangements to ensure your documents were returned. This was a proactive step taken to protect your interestsnot an indication of inaction on our part. While we understand the inconvenience this caused, it is important to note that the delays stemmed from backlogs at the facilityfactors outside of GOV+s direct control. We deeply regret the situation and would have informed you sooner had we been made aware of the issue earlier.
  
  While we can confirm that your application has been in process, we ultimately refunded your payment in full, including government fee. These actions represent significant corrective measures, taken even at a loss to GOV+, to resolve the matter fairly and in good faith.
  
  We sincerely acknowledge the frustration you experienced, but the facts confirm that your application was submitted, managed, addressed, and that every reasonable step was taken to bring the matter to resolution. Your old passport is on its way to you via ****** (tracking number 3927 8438 4734). 
  
  GOV+ remains committed to resolving issues, even when delays arise from third-party vendors or government facilities. While not ideal, the steps we took reflect our dedication to protecting our customers and ensuring fair resolution.
  

• Initial Complaint

  Date:08/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided GOV+ with my credit card information last August when I needed a copy of my birth certificate. I probably should have requested a copy directly from the state website, but I received the document okay. My complaint is that GOV+ used my credit card to make unauthorized charges, and they cannot explain why they were making charges for renewal of an annual subscription. I did not purchase a first subscription, so renewal is absurd. They could not charge the renewal, because my account was closed, but they must refund the original charge because I never authorized it.

  Business Response

  Date: 08/25/2025

  Dear **** A ******,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify your concerns.
  
  On August 8, 2024, you filed for a copy of your birth certificate using our platform and were offered the ****** to enroll in GOV+ Premium Annual. Please know that GOV+ offers ******al add-ons for customers who want enhanced convenience, additional features, and faster support. These are not mandatory and are always presented transparently as ******al. Customers who prefer not to use them are free to continue with only the base service. A skip ****** is available at every stage, allowing applicants to proceed with just their intended application without enrolling in any add-ons. We regret that this ****** may have been overlooked in your case.
  
  Although your transaction was not eligible for a refund, as stated in our refund policy, our manager ***** authorized a $50 courtesy refund on August 18, 2025. A refund confirmation email was sent the following day, confirming that the refund was successfully processed on your end. Please know that your information has been deleted as well, per your request
  
  We hope this provides clarity regarding your experience and sincerely appreciate the time you took to answer our call.  We consider this matter closed.
  
  

  Customer Answer

  Date: 08/28/2025

   
  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,
  
  **** A ******

  Customer Answer

  Date: 08/28/2025

  The complaint is resolved.

• Initial Complaint

  Date:08/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the services of GOV Plus to renew my wife's (***** *******) passport. I filled in all the information indicated on their form and paid all the fees including for expedited service. The order was made on 07/05/2025 and involved several individual fees totaling $303.00. I have no reived any feedback from GOV Plus and no passport. I expect a full refund due to non-performance of their obligations. I have attached a screen capture of the payments I made for their services.

  Business Response

  Date: 08/25/2025

  Dear ***** and ****, 
  
  We sincerely regret that your experience has not been as seamless as intended. This is not the level of service we strive to provide our valued customers. Please know that passport photo standards are not set by GOV+ but by the ************************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionultimately saving them from unnecessary rejections at the official processing level.
  
  We also want to express our genuine gratitude for taking the time to speak with us so we could move your application forward. Your application kit has been prepared and is awaiting pickup by **** (Tracking Number: **********************) and may already be in transit. Please be aware that **** tracking updates are not always immediatescans and updates may be delayed  even when packages are en route. You may also view the tracking status directly through your GOV+ dashboard. Once you receive the package and have your passport photo taken by a professional, please reach out to us using the email that our representative, ***, will send to you. He is personally in charge of assisting you with your inquiries. 
  

  Thank you again for your patience and understanding. We deeply value the trust youve placed in GOV+ and remain committed to supporting you through every step of this process.
  

  
  

  Customer Answer

  Date: 08/28/2025

   
  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:08/13/2025

  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.

  This site is a scam! The only way to navigate through it is to keep paying more money!There is no way to exit site without incurring additional fees!

  Business Response

  Date: 08/25/2025

  Dear **** *****, 
  
  We acknowledge receipt of your complaint via the BBB and are glad to clarify the facts.
  
  First, regarding your statement that our site is a scam: GOV+ is a legitimate, privately owned platform that assists users in completing government-related applications. Our company is fully registered under state and local laws. Our services are clearly described on our website and our Terms and Conditions are accessible before payment, giving you full control on whether you want to utilize our services or not. A scam, by definition, involves deception or hidden intent. In contrast, we even display disclaimer on our homepage and require manual entry of all your information to create your account and voluntary participation to move your application forward.
  
  As for your claim that the only way to navigate the site is to keep paying more money: that is factually inaccurate. Our platform allows customers to stop at any point prior to completing a purchase. GOV+ offers optional add-ons for customers who want enhanced convenience and faster support. These are not mandatory and are clearly presented as optional. Customers who prefer not to use them are free to proceed with only the base service. To suggest that we force additional payments is both misleading and dismissive of the many customers who use only the core service without issue. Many customers successfully exit without incurring additional fees, which makes your experience more about how you used the site than how the site itself functions.
  
  We also note that your account has not been activated and your application was delayed because your uploaded photo did not meet federal requirements. We sent you an email on July 30th encouraging you to address these issues -  specifically, your account activation and your photo, because you were wearing a uniform and were not looking directly at the camera. These standards are not set by GOV+ but by the *******************, and they apply equally to all applicants regardless of where they file. Our role is to notify applicants of such issues so they can correct them before submissionsaving them from rejections  at the official processing level. Please also know that applications do not complete themselves they require active participation from the applicant. Since no action was taken, the application could not proceed.
  
  In short, your experience appears to be less about our platform being illegitimate and more about a misunderstanding of how it functionscompounded by the fact that your account was not activated and the uploaded photo did not meet the ******************** requirements.
  
  To assist you, our team attempted to contact you by phone on August 19. When you did not answer, we left a voicemail stating the same  instructions included  in the email on July 30th. An email was sent as well. We did not receive a response to either attempt.
  
  As a result, your application has been canceled. While your request falls outside our standard 7-day refund policy, we have nevertheless processed a full refund today, August 25, as a courtesy. Please allow 35 business days for the funds to appear back on your original payment method, as processing times vary by bank. A refund confirmation email has also been sent. Our goal is to support and retain customers who understand and appreciate the value of the services we provide.
  
  To prevent further confusion and to ensure you are confident in any future transactions, we kindly ask that you refrain from using our platform going forward. As noted, your application has been canceled and a full refund was issued, we consider this matter closed.
  

• Initial Complaint

  Date:08/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid-July, I started my passport renewal process with govplus after having it suggested to me by a family member for an easy way to help with the renewal process. Ill fully admit I was on a bit of a time crunch which was why I paid over $400 to get the expedited service.Everything was fine until they wanted a passport photo. I took it per the instructions on their site which were: no head coverings/glasses, neutral expression without teeth showing, and looking straight at the camera. Their site states it takes on average 3 business days to review, and emails were supposed to be sent regarding updates, whether accepted or not.Multiple photos were rejected, and I only got one email regarding it. No information was really provided to explain why. I had to fight with the ********** to get in touch with a person to explain why they were rejected. I was told the following: one looked too much like a selfie (their site shows a person taking a photo of themselves for the it), one had my bangs covering my eyebrows, one had my shoulders cropped strangely (the site uses an auto adjust function), and one was because you could see some skin on my shoulders since I was wearing a tank top that day. None of those are specified while trying to take that photo. The one worked states theyre listed on the site, but its definitely not in their check lists for users. This process took 3 weeks.Then I was told I they were going to send me the packet to send out once that was handled. Their site states it takes 1 business day and takes 1-3 days to arrive. Before I cancelled it a few minutes ago, it still was pending. Due to all the delays, I was forced to go through a separate service to get a 2 week expedite since I cant trust them to get me my passport before my trip.Maybe theyre fine if you have several months to get things done, but they just gave me the run around.

  Customer Answer

  Date: 08/19/2025

  The company reached out to me today to let me know they received the complaint. I am getting a refund, and my account with them will be deleted, which is what I desired. They did ask if I could close the complaint, which I would like to do. I just am not sure how to do that.

  Business Response

  Date: 08/31/2025

  Dear ****** ********,
  
  We acknowledge receipt of your BBB complaint and have carefully reviewed your concerns regarding the passport photo requirements and processing timeline. While we understand your frustration, we do want to clarify several important points.
  
  Passport photo standards are set by the ************************ and are non-negotiable. The requirements go beyond no glasses and a neutral expression they include precise stipulations regarding hair placement, visibility of eyebrows, shoulder framing, and clothing. These are not arbitrary restrictions unique to GOV+; they are federal requirements applied universally 
  
  (*******************************************************************************************)
  
  For example, visible bangs covering eyebrows, cropping that omits shoulders, or attire that does not provide sufficient contrast (such as tank tops) are all valid grounds for rejection. These are the same standards that passport facilities themselves enforce our process simply identifies them early to prevent your application from being rejected downstream.
  
  We also note your reference to selfie-style photos. While our site shows examples of users taking photos themselves, those examples assume the photo meets the State Departments framing and lighting requirements. A phone camera held too close to the face, a photo where the subject is looking at the screen not the lens, or at an angle that is not level with the subjects face (taken up or down), can easily create a selfie appearance that will not pass. Again, these are federal rules, not discretionary rejections from GOV+.
  
  With respect to your timeline, your choice to pursue expedited processing with only a few weeks lead time unfortunately left little room for error. Our stated processing times 13 business days for application review, followed by mailing of your packet remain accurate. The delays you experienced were caused primarily by the repeated photo resubmissions, each of which resets the review clock. While this is understandably frustrating, the alternative would have been to forward noncompliant photos to the *************** of State, resulting in a guaranteed rejection and an even longer delay. We also want to clarify that the processing of your application starts once our courier receives your complete and signed documents and hand delivers it to the passport facility.
  
  You  also mentioned only receiving one email; however, we had representatives attempting to reach you via phone call for every rejection, in hopes of guiding you in taking a qualified photo. Since we cant reach you, we left voicemails to remind you that you needed to retake a photo and reupload for the application to move forward.
  
  You also mentioned fighting with the ** to reach a person. Please know that the ** is there for general inquiries but there is always an option offered to be connected to a live person. Even our email support is staffed 24/7 by live agents for those who prefer to avoid the ** altogether. Our customer support team is available precisely for this reason, and while we regret that the experience felt cumbersome, every concern you listed was ultimately explained and tied directly to State Department compliance rules.
  

  While we regret that you felt the process was the runaround, the reality is that strict federal standards cannot be bypassed or softened they exist to ensure all passports meet international security protocols. GOV+ enforces them upfront to save applicants from rejections later in the governments hands. 
  
  Your passport application and the check issued for your application have been canceled and a full refund was issued despite our services being rendered in full. Your account deletion request was also filed and processed.  This was communicated to you by our representative *** on August 19th during your phone call.   A confirmation email for all your requests was also sent for your reference.
  
  We sincerely wish you the best with your upcoming travels and trust that your new passport will serve you well once obtained. We consider this matter closed.

  Customer Answer

  Date: 09/02/2025

   
  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:08/12/2025

  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.

  Around the 1st of August 2025 I responded to a GovPlus ad on ******** which is designed to give the obvious impression that the 96 dollar fee is paid for a *** precheck process each for my husband ****** and myself ******. 192 dollars total would pay for the gov fees. We now find the government will charge 76 dollars each additional. This should ethically be made clear in the ad in bold print. I see many other similar complains in thr BBB . We need a full refund . People can get the same service direct from the *** for their 76 dollar fee. We will also dispute this with our credit card company.

  Business Response

  Date: 08/25/2025

  Dear ****** and ****** ********, 
  
  We acknowledge receipt of your complaint and appreciate the opportunity to clarify.
  
  First, the GOV+ homepage very clearly and prominently states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. This disclaimer is neither hidden nor buriedits displayed at the top of our site. Our Terms and Conditions, also available prior to purchase, further outline the nature of our services and associated fees.
  
  Second, use of GOV+ is entirely voluntary. Many customers review this information, understand the differences, and still choose to use our platform because they value the convenience of filing multiple applications in one place, our autofill technology, reminders, identity and document protection, dedicated customer support, and more. ********************** is not limited to *** PreCheck assistance; we provide a unified platform for a wide range of government-related applications. The government does not offer such consolidated services, which is precisely why the majority of our customers prefer our platform over filing independently.
  
  As for the fee you referenced: GOV+ charges a one-time software service fee per applicant. This fee is separate from the **** government enrollment fee, which all applicants must pay in person at their appointment whether they use our platform or apply directly through ***. At no point do we state or imply that the government fee is included in our service fee. This distinction is stated clearly on our website, reiterated on the payment page, and further detailed in our Terms and Conditions.
  
  Regarding your mention of other complaints: encountering negative reviews online can certainly be unsettling, but they rarely tell the full story. Its worth noting that while you found time to review BBB complaints, you appear to have overlooked the positive reviews and company responses to those complaints that provide important context. We encourage a more balanced approachafter all, forming an opinion on half the information rarely leads to an accurate conclusion.
  
  Finally, to address the resolution: Only ****** Troendlys application was cancelled and refunded on August 13th, no account or application found under ****** ********,  as confirmed by our manager ***** during your phone conversation. A refund confirmation email was also sent. We consider this matter closed.