Good customer service.
I was disappointed in the charge of $100 for forms that are free on the US government website. While there is fine print on the initial screen I landed on, it was unclear to me that this is not a government website. Also, very sensitive information was requested that is not part of a passport application. Follow up: The customer service team did a great job of resolving this. They deleted my data and provided a refund. There were prompt and had excellent follow through.