Reviews

Review Details

• Review fromFale W

  Date: 05/30/2024

  4 stars
  Looking forward to an expedited TSA receipt as this on-line Pre-check application went smoothly.

  GovPlus

  Date: 05/31/2024

  Hi ****,

  Thank you so much for taking the time to leave a positive review of GOV+! We're thrilled to hear that you found our service helpful and easy to use. We designed GOV+ to be user-friendly and efficient so you can perform your government services with ease. Please feel free to explore our other features and let us know if there's anything else we can do to improve your experience. Also, please check your email regularly in case we send you updates regarding your application. 

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromDeborah G

  Date: 05/30/2024

  4 stars
  I think think that is an easier why to get your passport. I dont have the time to go back and forth to the post office because of my work schedule. So this has become a wonderful opportunity for me to renew my passport. Thank you

  GovPlus

  Date: 05/31/2024

  Hi *******,

  Here at GOV+ we value your positive feedback. Thank you for your comments as it gives us valuable insight on the services we provide. We're always striving to make our service as user-friendly and efficient as possible, so we're thrilled to hear that we hit the **** for you. We understand that government services can be overwhelming, so we're glad we could offer a hassle-free experience. Also, please check your email regularly in case we send you updates regarding your application. Thanks for your support!

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromEugenia C

  Date: 05/30/2024

  4 stars
  I'm a little uncertain with the last fee of $78 to get my precheck since I already paid $78 to move ahead in line and paid a fee prior to that. I guess I will just have to find out. I do need to pay for another passport since Hawaii made it mandatory after I got my passport in 2016 with my name I always used. They changed the law after used it one time to the requirement that it had to match my marriage certificate. Would love some advice for the cost and how to do that next since I live in a rural community.

  GovPlus

  Date: 06/12/2024

  Hi *******,

  Its not everyday we receive feedback as detailed and as thoughtful as yours. Our team at GOV+ deeply appreciates your positive review. Our customer service team is available 24/7 to assist you with any inquiries. Also, please check your email regularly in case we send you updates regarding your application. 
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromWinfred B

  Date: 05/29/2024

  1 star
  I recently had a regrettable experience with Gov+ and feel that I need to warn others not to use their passport services. I saw their advertisement on FB and began setting up my account on April 1, 2024. Even before completing my application on May 10, I was charged $57 on my credit card from the first day by GOV+. After spending hours completing the application for what I thought was a passport renewal, the system notified me that I filled out the app for a new passport, and would have to start over with a new application. After a lengthy discussion with a Rep, they were able to modify my app for a passport renewal while I waited on the phone. I was issued a refund for the $165 I paid, but charged $130 for the renewal. After a week without my package, I called to inquire about the status of my package and was told it would take 3-5 days to complete the paperwork at Gov+, and 3-5 days for the package to be delivered. The package was delivered on May 18, 2024, but when I took it to the processing center, I was told the paperwork sent was for a new passport, but the check was for a renewal. I second check for $35 was in the package but was made out to the "Postmaster" and since the processing center was at the library, I had to pay out of my pocket. On May 21, 2024, I received an entirely different package from GOV+, with paperwork for a passport renewal, and two additional checks for $130, and $35. This paperwork reflected the passport renewal option, but should have been sent in place of the one I received earlier. On May 23rd, I logged onto my GOV+ account and notified them of this mixup online and requested that a manager contact me to get this straightened out. I have yet to get any type of response and I know, my credit card has been over-charged by some amount. In summary, I wish I had just filled out the paperwork and taken it to the local library for processing. GOV+ is a disaster! I want all my data deleted from their systems and the appropriate refunds.

  GovPlus

  Date: 06/03/2024

  Hello *******, 
  
  Thank you for contacting GOV+ via the Better Business Bureau (BBB). Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. We would like to assure you that we are committed to addressing and resolving all of your concerns through our official GOV+ support channels. We invite all customers to reach out to us directly for any concerns or issues.
  
  Please allow us to explain what happened.
  
  You initially submitted an application for a First Passport on March 29th, 2024. Our processing team reviewed your application, and one of our representatives, ******, informed you via email that you were still eligible for a renewal. You responded, expressing your reluctance to proceed with the renewal and declined our assistance in resolving this issue.
  
  Nonetheless, you submitted your passport renewal application on May 11th with the assistance of our representative, **********, over the phone. She informed you that you would be refunded the fees, as the government fees were not applicable. ********** also explained the possibility of your application changing from a renewal to a new application due to a specific eligibility question: Was your passport issued more than 15 years ago?" If an applicant answers yes, our system routes the process to a new passport application because passports issued more than 15 years ago are not eligible for renewal.
  
  Since our processing team reviewed your application and found it eligible for renewal, we requested you to reapply so the correct form could be submitted and the appropriate government fee applied.
  
  As for the incorrect passport application package you have received, we sincerely apologize for the confusion. Please know that we are currently investigating the issue and will take steps to ensure that this does not happen again. Since your application was for a renewal, you need not attend an appointment, nor pay $35, as renewals are done via mail. And the check we issued for $35 that was supposedly rejected by the facility,  was for a postal facility, not a library. This fee is also only applicable for passport applications under first, lost/stolen or damaged applications that are being witnessed or attended at a postal facility.

  We are deeply sorry that GOV+ did not meet your expectations and left you feeling disappointed and frustrated. This is certainly not the experience we want for our valued customers, especially after promising a seamless and enjoyable experience. We are committed to providing top-notch services and we hope to have the opportunity to make it up to you in the future. Thank you for bringing this to our attention and please accept our sincerest apologies.

  Furthermore, your transactions for the initial passport application have been successfully canceled and fully refunded. Refund confirmation emails were sent to your inbox from ******************************** on May 11th . Usually, your bank's processing times require up to 1-3 business days for the refund to be shown on your account. 
  
  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)
  
  Thank you for your understanding.
  
  Sincerely,
  
  April
  Customer Service Specialist
  **********************

• Review fromAnne P

  Date: 05/29/2024

  5 stars
  Easy and great guidance. Helpful input throughout the process to get passport.

  GovPlus

  Date: 05/30/2024

  Hi ****,

  We're so glad to hear that you had a positive experience with GOV+! Our team works hard to provide top-notch service and support, so we really appreciate your kind words. We're constantly updating our platform to provide you with the best service possible. Also, please check your email regularly in case we send you updates regarding your application. Thanks for choosing GOV+!

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  
  Regards,
  
  *****
  Customer Service Specialist
  **********************
  

• Review fromThea Z

  Date: 05/29/2024

  5 stars
  I cannot believe I did not do this sooner it was so easy , I will have my **************** apply

  GovPlus

  Date: 05/30/2024

  Hi Thea,

  Thank you for the 5-star review! We are thrilled to hear that you are satisfied with our service and would recommend it. Your review made our day, and the whole team is working very hard to keep our customers happy. We can only do it thanks to customers like you. Our customer service team is available 24/7 to assist you with any inquiries. Also, please check your email regularly in case we send you updates regarding your application. Thank you so much again, and we hope to serve you again soon.

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromDaba E

  Date: 05/29/2024

  4 stars
  Very simple to apply and get Acceptance online. Easy to navigate application.

  GovPlus

  Date: 06/12/2024

  Hi ****,

  It's great to hear that you had a positive experience with GOV+! We're always striving to make our service as user-friendly and efficient as possible, so we're thrilled to hear that we hit the **** for you. We understand that dealing with government forms can be overwhelming, so we're glad we could offer a hassle-free experience. Thanks for your support! Also, please check your email regularly in case we send you updates regarding your application. 

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromSusan B

  Date: 05/27/2024

  1 star
  I Paid $97 and got nothing in return except impertinent emails.

  GovPlus

  Date: 05/30/2024

  Hello *****,
  
  Thank you for reaching out to GOV+ through BBB. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with the involved party first before resulting in a public complaint or review. Please know this platform is not a GOV+ support channel and we appreciate it very much if you have come to us directly with your concern and allow us the opportunity to resolve it privately. 
  
  After a thorough review of our system and communication logs, we have found your application for TSA PreCheck and all emails sent to you at ************************* Unfortunately, the application did not progress without the necessary information. Please know that we are unable to complete any application with incomplete information or requirements as it is not feasible or legal.
  
  The emails, both for notification and customized follow up, were not delivered as well because you might have mistyped your email address. We reached out to you via phone call on May 6th at 3:40 PM EST to offer assistance with your application. We might have called at an inconvenient time so we left you a voicemail. We never received a callback. 
  
  We also found another account under ************************* You reached out to us today, May 28th, using this email address to request for a refund, however, there was no application submitted under this email address.
  
  Please refrain from making inaccurate and non-factual public statements. Our attempts to communicate with you via email regarding the completion of your TSA PreCheck went unanswered and this was not an error on our outside. Had you responded to our call we could have fixed your email address and your applications would have progressed.
  
  Our priority has always been customer satisfaction. As of May 28, 2024, we have processed a full refund of the $97 software fee, as we aim to serve customers who value our services. Refund email confirmation has been sent and was delivered to the correct email address which ************************* Please allow 1-3 business days for the refund to reflect in your account, as processing times may vary among banks.
  
  In the future, we respectfully request you to engage in direct communication with businesses before expressing inaccurate opinions publicly. The BBB is designed to mediate for customers who have first made an effort to resolve concerns directly with the business, emphasizing the importance of addressing issues internally before resorting to public forums for complaints.
  
  We have taken all necessary measures to address your concern and processed a refund, deeming this matter fully resolved. If you have additional feedback or further inquiries, we encourage you to contact us privately. Feel free to reach out using the provided 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
  **********************
  

• Review fromHarold H

  Date: 05/27/2024

  5 stars
  Great guidance from the staff in assisting me with the application

  GovPlus

  Date: 05/28/2024

  Hi ******,

  Its great to know you had a positive experience here at GOV+. Our team is happy that their hard work has paid off. If there is anything we can do to serve you further please let us know. Also, please check your email regularly in case we send you updates regarding your application. 

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromRobert J

  Date: 05/27/2024

  4 stars
  Very easy ..l am 81 yrs old and it went thru like a snap!

  GovPlus

  Date: 05/28/2024

  Hi ******,

  It's great to hear that you had a positive experience with GOV+! We're always striving to make our service as user-friendly and efficient as possible, so we're thrilled to hear that we hit the **** for you. We understand that government services can be overwhelming, so we're glad we could offer a hassle-free experience. If there is anything we can do to serve you further please let us know. Also, please check your email regularly in case we send you updates regarding your application. Thanks for your support!

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************