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Average of 18 Customer Reviews
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Review fromElijah B
Date: 07/22/2025
1 starI was some what impressed of the website as it was just any other way to get a passport, I paid roughly over 200USD for the INTIAL charge, put all my info in, and right before I submitted my application, I was promoted to send ANOTHER check in for over 200$, this basic, NON-EXPEDITED passport was going to cost me well over 400$. **** charges 165 plus an 65$ for the same thing. I was asked to schedule a phone call to resolve any concerns an Indian guy picks up and I ask why its so expensive, and he replied,ummmm sorry bout that. A full refund was the best part of my experience with hellogov. Please please save your time unless you want to spend over double for a normal flat passportReview fromBrian R
Date: 07/21/2025
1 starAbsolutely terrible customer service took money won't refund can't help worst service I ever dealt with would give zero stars if I could.Review fromLynne M
Date: 07/16/2025
1 starHelloGov was unsuccessful in assisting me to obtain my passport. I tried twice to submit my application, after many calls with HelloGov. In both cases, my application was returned to me unopened, but saying it was rejected because the envelope had been opened. HelloGov says the post office knows about and follows their procedures. I went to two different post offices in the greater ************ area. At both offices, employees said they were unaware of the instructions HelloGov provided, and that they had no idea why they were being asked to follow instructions that were inconsistent with theirs. When I told employees at one of the post offices how much the services at HelloGov cost, they told me they thought I was a victim of a scam.After my application packages were twice rejected by HelloGov, it was too late to get a passport to enable travel to my business conference. My monetary losses included the $747.47 I paid to HelloGov on 6/4, my conference registration fee, and the cost of a night at the hotel where I had registered. I was unable to attend my conference from 6/22-6/***** obtain my passport for the future, I returned to one of the post offices I had used, and submitted my application through the regular government expedited process. As the post office promised, I received my passport in 2-3 weeks, which was about 10 days ago. As evidence of continuing fraud and/or incompetence, the most recent text I received arrived today from ******, a "customer service specialist" at ********************. It has been one month since the previous most recent communication I received from ****** (or anyone at HelloGov)., which was on 6/16 It is inconsistent with what has actually transpired, since, as I just mentioned, I received my passport about 10 days *********, 7/16, 7:00 pm, ****** texted me, "Your passport should be arriving soon! Please let me know when you receive it."Review fromGene S
Date: 05/16/2025
5 starsGene S
Date: 05/16/2025
I never write reviews. But, I was so impressed and happy with the service provided to me by this company with the rapid replacement of my passport, I am moved to share my accolades. The staff was very helpful and, more importantly, allayed my concerns concerning the timing of receiving my new passport. Ultimately, I received my passport as promised. I highly recommend and appreciate this company.
HelloGov AI LLC
Date: 05/27/2025
Thank you so much for taking the time to share your experience especially since you dont usually write reviews. Were thrilled we could help ease your concerns and deliver on timing. It means a lot to know you felt supported throughout the process. We truly appreciate the recommendation!Review fromWendy B
Date: 05/06/2025
1 starWendy B
Date: 05/06/2025
I paid for 5-10 business day processing on 3/24/25 and sent in the paperwork 3/26/25. I got no response despite outreach on my part until 4/21/25, when they asked for a new photo. I provided it 4/22/25. They told me on 4/30/25 they had submitted the application 4/29/25. They finally offered on 5/6 to call the closest office to me (4 hours away) and see if they could fit me in 5/7. I have worked with a passport expedite service before. It went extremely well. This has been incredibly stressful and I still haven't gotten a confirmation that my documents will even be mailed back to me. I can not stress enough that this is not a good option. I'm not sure if I was assigned to a bad employee or what, but the company was given plenty of time after I had spoken to others that there was an issue. Really, really don't use this company. They seem to take ruining vacations in stride and I can't imagine they take any type of trip or service seriously. The chatbot (which was the only avenue open to me, as you can't call and speak to someone - you can leave messages and requests for calls back) did indicate I would get a refund so I am not making a formal complaint at this time but geez ****** what an awful experience.HelloGov AI LLC
Date: 05/27/2025
Were very sorry to hear about your experience and sincerely regret the frustration and stress it caused. This is not the kind of service we aim to provide, and we understand how important these trips are for our customers.
Weve issued a full refund as promised, and we hope that helps in some way to make up for the inconvenience.
Your feedback is being reviewed closely by our team so we can address the gaps you experienced and make improvements moving forward. We truly appreciate you sharing your concerns and giving us the opportunity to learn from them.
If theres anything more we can do to help, please dont hesitate to reach out.Review fromDinah R
Date: 04/08/2025
5 starsDinah R
Date: 04/08/2025
I worked with *** ***** at ********* and she was wonderful. She was responsive, helpful, efficient and knowledgeable. For me, it was much easier following up with *** to get a status on the issuance of my passport renewal, which also needed a surname change due to marriage, than it would have been to track down that information with someone at the **********************.HelloGov AI LLC
Date: 04/10/2025
Thank you for the thoughtful review. We are so glad to hear *** was able to support you through the process and make things easier, especially with the added step of the surname change. She is a wonderful part of our team and we will be sure to pass along your kind words. We really appreciate you choosing HelloGov and are happy we could help take the stress out of it.Review fromNicole L
Date: 04/02/2025
4 starsNicole L
Date: 04/02/2025
The AI program leaves a lot to be desired. Many hicks up and not cleared up with Sydney AI assistant. The only true assistance I received was from Hannah a living breathing human. She made the process work.HelloGov AI LLC
Date: 04/07/2025
Hi ******, Thank you for your feedback. Were glad ****** was able to assist and make the process work for you. We appreciate you taking the time to share your experience.Review fromKatherine
Date: 04/01/2025
5 starsKatherine
Date: 04/01/2025
*** was amazing. She helped with technological aspects like QR codes and plugging in things I was unable to do and she walked me through the whole process. She and I were on the phone long after her workday ending at 6 p.m. I am a luddite technologically speaking and *** deserves a medal for her knowledge, patience and kindness.HelloGov AI LLC
Date: 04/02/2025
Hi *********, Thank you for taking the time to share your experience. We're so glad *** was able to support you through the process and make things easier, especially with the technical aspects. Your kind words about her patience and dedicationespecially staying on the phone after hourstruly mean a lot. We'll be sure to pass this along to her.Review fromR D U
Date: 03/31/2025
5 starsR D U
Date: 03/31/2025
Everyone there were extremely helpful helping me through the renewal process, especially the very nice young lady ****** ******. She was, extremely, understanding and helpful.HelloGov AI LLC
Date: 04/01/2025
Thank you for your feedback. We're glad the renewal process was smooth and that our team was able to support you, especially ******* We'll make sure she sees your message. Let us know if you need anything else!Review fromJennifer E
Date: 03/29/2025
5 starsJennifer E
Date: 03/29/2025
******* was absolutely amazing in every aspect of what can be extremely anxiety provoking if you're not sure where to turn or what steps to take. He has a very calm and patient demeanor. In addition, his customer service skills are stellar, always there to help by answering his phone and submitting progress notes along with tracking along the way. I wouldn't go anywhere else! Thank you, ******. You saved me from missing my work trip to **********!HelloGov AI LLC
Date: 03/31/2025
Hi ********, Thanks so much for this thoughtful review. It's great to hear ****** made a potentially stressful situation feel calm and manageable. We're glad he was able to help keep you informed throughout the process and ensure you didn't miss your trip to **********. Enjoy your travels, and thank you again for choosing us!
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