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:03/05/2025

  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 signed up yesterday, on May 2, 2025 and I have now been alerted to the fact that the service is a ****. I am within 24 hours of signing up and I would like a full refund.

  Business Response

  Date: 06/05/2025

  Upon reviewing our records, the client purchased on May 2, 2025. As per our cancellation policy, we processed a full refund on May 3, 2025, and provided you with our Terms of Service via email upon initiating your request outlining our cancellation policy. Given that the refund was processed promptly and in accordance with our policies, we consider this matter resolved. We kindly request that you close this case, as it has been handled.
  

  Customer Answer

  Date: 06/05/2025

   
  
  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:03/04/2025

  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.

  On 11Nov24 I was charged $966.43 for Nexus Pass Online (NPO) services. The NPO agent said they would send a "welcome package" to be filled out. I did not receive it. On 12Jan25 I sent NPO an email inquiring on the status of our application...no reply. A couple phone calls...no reply. I waited. In early March I tried contact again, phoning several times. Someone finally answered the repeated calls. On March 5, a reply from the client services manager (CSM) after I had left a message requesting cancellation after failure to receive response to inquiries. The CSM stated they did send a welcome package email a long time ago and I did not respond, therefore delaying our application. There was NO correspondence from the company whatsoever, not in any mailbox: postage, spam, junk, deleted all inclusive. * **** ****** **** ****** ******* ******** ******* **** ******** ******** ********** *** ***** **** ************ ** ** ***.
  
  The CSM stated she would resend the welcome package and I would get priority service if I sent it back promptly. Upon receiving the package by email I reviewed it but told the CSM I want a refund ** * **** ** ********** ** *** ******* ** ****** ** *** ** ********* ******** *********** ********* ** *** ******* ***** ********** ****** ** ***** due to: 1. their failure to send me the initial package, and 2. failure to respond to my inquiries prior to March 5, *** ** *** **** ******** ****** ******** 
  
  The CSMs reply email included a doc I had signed with Terms and Conditions of Service and a message that "there will be no refund". My grievance: for me to complete the "welcome package", I would have had to receive it. There was NO evidence of it in all my mailboxes prior to it being sent 5 March, almost 4 months after the initial intake and after many unanswered inquiries. At the time they finally sent the package in early March, * **** **** *** ***** ** **** ************.

  Business Response

  Date: 08/04/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns regarding the services you have received. According to our records, we resent the Welcome Package to you through email on 3/5/25, after it was initially sent on 11/11/24. According to the legally binding agreement that was signed prior to accepting payment on 11/11/24, a refund cannot be processed at this time as the cancellation period has passed, as per the section of the agreement titled “Refunds & Cancellation Policy”, a copy provided to you upon initiating your service.

  
  While we understand and acknowledge your concerns, we are unable to provide a refund as your request falls outside the applicable time frame. While we cannot offer a refund, we are committed to assisting you with the next steps in your application. If you would like to proceed, please ensure that you complete and return the welcome package at your earliest convenience. Our team will prioritize your application to ensure it is processed as quickly as possible.

  
  We are here to support you through this process and address any further concerns you may have. Please don’t hesitate to reach out if you need any additional assistance.

  
  Best regards,
  
  Customer Care
  

  
  

  Customer Answer

  Date: 08/04/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I have absolutely NO record of the welcome package being emailed in November.  There is no record in any email, including junk or spam mailboxes.  My initial attempts to contact the company were not responded to until March, when the package, asking for very sensitive personal information, was finally sent and received to my email inbox.  Due to the failure of this company to respond in a timely manner to my initial contact efforts, their failure to produce evidence of a package being emailed in November, *** *** **** ********** * **** **** ****** ********* **** ********** ** ** **** * ****** ** ***** **** **** ** ******** *********** *** ** ***** ***************************** *** request a FULL refund. 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 09/04/2025

  Thank you for your feedback and for bringing this matter to our attention. We sincerely apologize for any confusion or inconvenience you may have experienced.

  
  We would like to clarify that the welcome package was originally sent out via email. However, in the event it was missed or not received, it is also possible that it could have ended up in your junk or spam folder, as some email providers automatically delete items after 30 days. We understand how frustrating this situation can be and we have made every effort to assist you promptly when connected in March. 

  
  We fully respect your decision should you choose not to proceed with us. If you prefer not to continue, we will close the case, and no refund will be provided as per our policy. 

  
  We appreciate your understanding and patience. If you have any further questions or concerns, please don't hesitate to reach out.
  

  
  

  Customer Answer

  Date: 16/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company is very effective in communicating via email and phone to arrange for an initial interview and arrange payment of services (which confirmation came to my inbox, not junk nor spam) yet CONVENIENTLY FOR THEM do not follow up when there is no response to the “welcome package” they claim to have sent.  Again, there is NO record of email  regarding welcome package in any mailbox, prior to finally responding in March. I cannot proceed with the application due to my mistrust in their practises. I continue to request a refund due to their failure to provide a service.

   

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

  Business Response

  Date: 17/04/2025

  We understand your concerns, and while we regret that you no longer wish to proceed, we respect your decision. Should you choose not to continue with the application, we can proceed with closing your file. However, as previously advised, we are unable to offer a refund. This is in accordance with our policy, which was outlined in our prior communications and accepted by you upon engaging our services.
  
  Additionally, as per the legally binding agreement you accepted, under the section titled Timely Completion, it is explicitly stated that it is the client’s responsibility to return all completed documents in a timely manner.; our policy also clarifies that we do not issue follow-up reminders.

  At this time, we will no longer be responding to further inquiries regarding this matter and are formally closing this case.

• Initial Complaint

  Date:22/03/2025

  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.

  Never got the nexus pass not responding to emails etc now. Always state in progress has been since June 2024

  Business Response

  Date: 08/04/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to address the points you've raised regarding the status of your Nexus Pass application.

  
  As outlined in the legally binding agreement signed prior to accepting payment on 1/16/24, the service is considered complete upon the submission of a completed application. Your Welcome Package was received by our office on 6/13/24, and we subsequently submitted your completed application on 9/30/24. Since then, we have been awaiting updates from the relevant governing agencies, as per the terms of the agreement.

  
  Please note that, as stated in the agreement, the service is deemed complete once the application is submitted and confirmed by the governing agency. While we make every effort to adhere to the estimated timelines, processing delays can occur due to factors beyond our control, including the availability and timelines of the government agencies involved.

  
  With regard to your request for a refund, we would like to remind you that, in accordance with the Refund & Cancellation Policy, the refund period has passed. A copy of the agreement outlining these terms was provided at the time your file was initiated.

  
  We appreciate your patience as we continue to monitor your application. Rest assured, we will provide any updates as soon as they become available from the governing agencies.

  
  If you have any further questions or need additional clarification, please do not hesitate to reach out. We are here to assist you and support you through the next steps.

  
  Thank you for your understanding.
  

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  Paid for nexus pass facilitation with nexuspassonline.com & submitted all my required documents in Dec 2023.
  The process was supposed to take 5-6? months.
  Have emailed many times since & been repeated reassured everything in progress with no proof or results. Almost a year later and no communication indicating progress or results.
  I have paid and they have taken my info and documents & I have no idea whether application was ever filed.
  Now concerned **** **** *******. How do proceed to file business complaint and attempt to get reimbursed
  And more importantly what has this company done with my documents & application for Nexus. *** * ******** ****** ** *** * ******** ******* *** *** *********** * **** *** ***** *** ********* *** ******** ******* * ******** *****

  Business Response

  Date: 05/02/2025

  Thank you for reaching out and sharing your concerns. I understand your frustration, and I appreciate the opportunity to clarify the status of your application.
  
  After reviewing your file, I can confirm the following details; the service was initiated  in December 2023, and the Welcome Package was completed in March 2024. Your file was submitted in April 2024, which is within the 5-6 month timeframe you were initially informed of. As of now, your application has been submitted and is pending review. We have provided correspondence with you throughout the process. Per the terms of our legally binding agreement, the service is deemed complete upon application submission and confirmation of receipt by the government agency involved.
  
  We understand your concerns about the security of your documents, and I assure you that we treat your personal information with the highest level of care and confidentiality, as also outlined in the legally binding agreement. If you would like further clarification or an update on your pending conditional approval, please feel free to contact us. We're happy to provide you with more detailed information and address any other concerns you may have.
  
  We appreciate your patience and trust as we work through the approval process.
  
  

• Initial Complaint

  Date:04/02/2025

  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.

  We were told a one time fee of $800.00 each and we would receive expedited Nexus cards.
  
  Nothing heard back from the company until about 8 months later, at which time the wanted to verify the information and wanted another $120.00 us each.
  
  Now not promising anything other then they needed a filling fee.

  Business Response

  Date: 05/02/2025

  Thank you for reaching out with your concerns. We understand your frustration, and we would like to address the points you have raised regarding the NEXUS application process.

  First and foremost, we would like to confirm that the standard nexus application fee of $597 USD each was for the completion of your NEXUS application, which includes obtaining all the required documents, expert review, and submission for approval. As stated in the legally binding agreement under the section “Fees & Service Levels”, it is indicated that:
  
  “You understand that the fees paid by you as a client to NPO are for the completion of your membership application which includes obtaining all required documents for your NEXUS application, including but not limited to revision and correction by our experts prior to submission for final or conditional approval… and submission of your application…all other fees payable to governing agencies will remain the client’s responsibility.”
  
  This covers the comprehensive services provided to prepare your application, but it does not include any additional fees that may be required by government agencies, such as filing fees or other costs that may arise during the process.
  
  Regarding the application fee, this was necessary to continue the filing process. As part of the agreement, under the same section, it also states:
  “You also understand that depending on the level of service you have chosen to proceed with, different service timelines may apply... Standard, the completion time of up to 12 months.”
  
  This means that, based on the service level, your application remains well within the allowable processing time. We received your completed welcome packages in September 2024, after initiating your file in August 2024, and your file is ready for the next steps well ahead of the expected processing time.
  
  As of now, we have completed all the necessary work on your file, and I want to emphasize that the process is still moving forward as agreed. Since the work has already been completed as per the terms of our agreement, unfortunately, a refund cannot be provided. It is further noted that there have been over 15 points of communication throughout then application process.
  
  We understand your desire for quicker resolution, and we are continuing to work on your application. If you need any further clarification or updates on the status of your application, please feel free to reach out.

  Thank you for your understanding, and we appreciate your continued patience as we move forward with your application.
  

  
  

  Customer Answer

  Date: 05/02/2025

  I am rejecting this response because:
  

  The sales person who we originally talked with made false claims of an expedited Nexus card processing and there was never any mention of further costs. 

  The actual terms and agreement document was very long, confusing and complicated. No print copy of the terms and agreement was ever available for full review. 

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

  Business Response

  Date: 06/02/2025

  Thank you for sharing your concerns with us. We understand the importance of clarity and transparency, and we would like to address the points you've raised.
  
  First, we want to clarify that the legally binding agreement you signed was a 2.5-page document, not a lengthy or overly complicated one. The full document was available for review at the time of signing. Furthermore, once the document was completed, a copy was promptly sent to your email inbox for download, ensuring you had access to the full terms at all times.
  
  As part of our company policy, we did not process your payment until after you had reviewed and signed the agreement.
  
  We would be happy to assist you further if you have any additional questions or need clarification on any part of the agreement.
  
  Thank you for your understanding.
  
  

  Customer Answer

  Date: 06/02/2025

  I am rejecting this response because:
  I disagree with the business's assessment of the terms and agreement documents.

  The business does not address the false sales claims of an expedited application process and not mentioning all of the additional costs.
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 07/02/2025

  Thank you for reaching out. This case is now closed and there will be no further response.

• Initial Complaint

  Date:23/01/2025

  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.

  In January 2024 I contacted this company about applying for a nexus pass. On the phone they told me that I would receive a full refund if my application was not approved. I told therm that I had a dui in 2017 and they assured me that if it got rejected I would receive a full refund. I paid over 1200.00 to this company and was promised a resort vacation and airport lounge access for me and my family. I originally only wanted to apply for myself but they up sold talking about the family package benefits. Months went by without hearing anything from them and i sent a few emails asking about the status. Each time they replied saying it was still in progress and assured me if I was rejected I would get a full refund. In October 2025 I received a letter saying I was not eligible. I contacted them again and they said that their systems were still showing in progress. In Jan 2025 I asked about the status of my refund and I got en email back saying that I was not entitled to a refund. So I paid 1200.00 based on receiving a nexus pass, a resort vacation and airport lounge access and I have received nothing. Now they are refusing to refund my money and their customer service reps basically lied to me about receiving a refund. I have emails as well saying I would receive a refund if rejected

  Business Response

  Date: 31/01/2025

  Dear Mr. *********
  
  Thank you for reaching out to us regarding your concerns. After reviewing your case, here’s an update on the status of your application and your family members' files:
  1. One of your family members received conditional approval for the Nexus pass on October 2, 2024.
  2. The second family member is still pending conditional approval, and we are actively monitoring their status.
  3. As for your application, we have reviewed the letter provided indicating that you are not currently eligible. However, this update has not yet been reflected in your TTP Portal, and we are unsure whether you may have submitted a separate application independently for yourself.
  
  As a gesture of goodwill, we are happy to offer a 50% refund of the fee paid for your application. This is being offered because, while your application is not eligible at this time, we have completed the work for all three family members as outlined in our legally binding agreement. Once the TTP Portal is updated to reflect your status, we will assist you with the next steps, just as we are doing for your family members.
  
  Regarding Refunds and the Agreement:
  As per our legally binding agreement, refunds are not provided for ineligibility or incorrect information. The agreement states:
  
  "You understand that NPO’s staff calculates your eligibility for said services based on the information you provided us when initiating your application process. Any discrepancy in this initial information that is provided to our staff at or after the initial contact, which may affect your eligibility at the time of receipt of your actual client intake documents or responses from other government agencies, waives our responsibility of completing your membership process in a timely manner. This applies to the client's incorrect/false/misleading information to NPO, both knowingly or unknowingly. In such a case, your application will be placed on hold until you are eligible, and we will resume the services once you are eligible based on government regulations. No refunds will be provided to the client in such cases."
  
  As such, no refund is provided for reasons of ineligibility or incorrect information. However, we are committed to assisting you and your family in resolving any issues, including helping you with the next steps once eligibility requirements are met.
  
  If you have any further questions or need clarification, please don't hesitate to contact us.
  

  Customer Answer

  Date: 03/02/2025

   I am rejecting this response because:
   I have emails stating that I would receive a full refund if my application was rejected. This company blatantly **** to me in order to get more money out of me. I paid over 1200.00 and received absolutely nothing after a year.  Can you tell me the dollar amount you are willing to refund me? I would love to just put this behind me; but I don't appreciate being outright **** to by the staff. I'm not letting this go. Calling a 50 percent refund an act of good will is a joke. And I'm guessing that it wouldn't be 50 percent of the total I paid, that's why I am asking for a dollar amount. 
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:04/11/2024

  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.

  Thinking this was the government process to apply for my card, I completed the application.I did a phone interview thinking this was part of the gov. process.She explained the fees ($1,888USD for 4) very quickly & sent a contract to sign.I asked if this was part of the government process and she led me to think so.I felt pressured, signed the contract & made the payment.The next day I emailed the person to ask her the breakdown of the fees because I was advised that the cost should only be $50 USD per person and asked if this was a new process. She replied letting me think it was the process.She gave me a breakdown of the pricing and what it covered. 2 days later I sent her an email requesting a refunds and canceling my application. I contacted my bank to investigate if this was Fraud.She replied that I was over 24 hour My bank came back 4 weeks after to confirmed that I would not get a refund since I initiated the application and made the payment. I then replied to her email stating I AGREE to the 30% penalty.The following day I received and email to call another person.She immediately started to accuse me of contacting my bank asking for a reversal and that I was affecting their reputation.She said that they sending me to small claims court.I told her that I never received a refund from my bank and wasn't going to. She also said that it was to late for me to receive my 70% refund. She *** **** **** *** finished by saying she was going to contact her claims department and call me on Monday.I contacted her & she didn't let us place a word.She said that I was not going to get a refund.I have an email saying 70% refund and she said no & hung up.We tried calling tofile a complaint but we just get the reception voice mail. I dont trust this cie and don't feel comfortable sending my personal info.**** ***** ** **********

  Business Response

  Date: 12/11/2024

  Dear **********,

  
  Thank you for reaching out and sharing your concerns. We understand that you’re feeling frustrated, and we want to address the concerns that you have raised.

  
  To clarify the timeline and steps of your application:

  
  1. 9/24/2024 – You signed a legally binding agreement for services provided by our company. This agreement outlined the fees and refund policy, which includes a 30% cancellation fee for cancellations made after 24 hours from signing.

  
  2. 9/25/2024 – You made the payment of $1,888 USD for services intended to assist with your Nexus application. We want to emphasize that at the time of payment, the terms and conditions of our services were clearly communicated, and your signature on the agreement indicates that you acknowledged and accepted these terms.

  
  3. 9/27/2024 – Following your inquiry, we provided a breakdown of the fees and clarified the $50 government processing fee, and our service fee covers assistance with the application process.

  
  4. 10/23/2024, we received a chargeback request from your bank. However, as you had already agreed to the terms outlined in the contract and confirmed your intention to move forward with the application, we were unable to honour the chargeback.

  
  Regarding your refund request, you were informed you could receive a 70% refund, subject to the 30% cancellation fee. However, this is contingent upon a timely cancellation within the terms outlined in the agreement. As you initiated the application process and paid the fee, the terms of the agreement clearly state that cancellations made beyond 24 hours are subject to this fee. Our terms of service also indicate our policies regarding the cancellation of client files relating to chargebacks. While we understand your frustration, our refund policy is designed to be consistent and fair for all customers.

  
  Finally, please be assured that we take your privacy and personal information very seriously. Our intention is to follow the outlined terms of service. If you would like to discuss this matter further, we are happy to review the details with you and find a resolution that is consistent with our company policies.
  Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 22/11/2024

  
  
  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:14/08/2024

  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.

  12/282023 was the date we payed $1594.00 US Funds
  Promised nexus cards for myself and my husband
  We found out that to apply for nexus only costs 50.00 American dollars per application
  It has been 8 months and nothing has been submitted and asked for another 50 dollars each from us to submit the application.
  We refused to give them more money or card information and asked for a refund and we were told it is too late for that to happen. I the mean time they have all this money we paid already and progress of anything.

  Business Response

  Date: 18/09/2024

  Thank you for reaching out to us with your concerns. I’d like to address the issues you’ve raised regarding your transaction and provide clarity on the situation.
  
  Firstly, I apologize for any confusion or frustration you’ve experienced. We strive to ensure all our clients are fully informed and satisfied with our services.
  
  Regarding your payment of $1,594 USD made on December 28, 2023, for Nexus cards for you and your husband, I understand your concern about the cost and the delay. As outlined in our legally binding agreement, expedited processing can take up to 12 months. The agreement was provided to be reviewed and signed, prior to initiating your service. According to our records, we received your completed welcome package in April 2024, and your file was completed in July 2024.
  
  Upon reviewing the call recordings, I see that you were informed that the application process requires a $50 payment per application, which is consistent with the information provided. When you indicated that you wanted to cancel the application due to health issues, we offered to cover the application fee to help facilitate the process. However, you chose to proceed with the cancellation and requested a refund. 
  
  It’s important to note that, as per our terms, once the application process has been completed and the services rendered, refunds are not applicable. This policy is clearly stated in our agreement, which you accepted prior to payment. When you later requested to put the application on hold due to health, we accommodated your request for a temporary pause.
  
  We want to ensure you have all the necessary support during this process. If you need further clarification or have additional questions, please feel free to reach out. Our goal is to assist you as effectively as possible.
  
  Thank you for your attention to this matter.
  

• Initial Complaint

  Date:26/07/2024

  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.

  Hello,
  
  I was researching applying for Nexus card for myself and my family and somehow I was contacted by NPO to help apply and for an expedited service.
  They sold it as a legitimate business for expediting nexus applications and many more benefits. I thought it might help me so i decided to use them. Before any work, I was asked to sign a vague contract and pay approximately USD 2400 in fees for services yet to be rendered. After payment I received the forms to fill. While I was reviewing the forms, I realized they had sent another clients fully filled forms to me including all their private and personal information. When I informed NPO of this, they casually brushed it aside and told me to throw the form away. I was very skeptical at this point and did not feel comfortable sharing any more info with them.
  
  It has been months since then and I never sent any details to acquire their services and was expecting them to do the right thing and revert the fee collected.
  
  I received a call from their office yesterday where the person calling said, I needed to pay approximately $1350 more as a penalty to them for Not sending my forms that they had to work on.
  
  They are charging me a penalty on top of the amount withheld already for them to work on my application which I don't want them to work on and I have had no work or service received from them
  
  They say that they won't refund my money. My request to have an explanation of penalty fee has been denied. They refuse to send any details in an email and only converse via phone call. I asked them to speak with my husband so he could perhaps understand better and they refused to do so *** ****** *** ********** *** *** ** *********** ****** *** ********* ******** 
  I requested to speak to another customer service representative and I was told my request was denied. The person on the phone was **** *** unprofessional.
  
  All I wish is to cut my ties and have my money refunded. **** ** ** ****** ******** ** *** *********

  Business Response

  Date: 18/09/2024

  Thank you for bringing your concerns to our attention. I’m sorry to hear about the difficulties you’ve experienced, and I’d like to address the issues you've raised comprehensively. Here’s a summary of the situation based on our records:
  
  Initial Payment and Contract: The payment of $2,388 USD, as per our agreement, this payment covers the expedited processing of your Nexus applications as well as the incentives offered during initiating your service (3 years of business lounge access and a resort voucher). The agreement was provided for review and signing prior to initiating the service and accepting payment.
  
  Additional Fees and Refund Requests: According to our records, you were informed that there would be an additional fee for non-receipt of the required documents. This fee covers administrative costs associated with the processing work done up to that point. As outlined in our agreement under the section “Timely Completion & Delivery of Documents,” it is the client's responsibility to complete and return the necessary documentation in a timely manner. The agreement specifies that a non-refundable fee will be assessed after six months of inactivity due to a client's failure to provide requested documentation. Unfortunately, since the application process had already begun, and delays in submission were experienced, a refund cannot be provided at this time. However, as a gesture of good faith, we will waive the fee and proceed with your applications. Should you need a new copy of the forms to be sent out to you, please let us know.
  
  Request for Refund and Interaction with Spouse: You were informed about the extra fee and the status of your application. Due to privacy laws, we cannot discuss your application details with anyone other than you. We understand that you wanted to involve your spouse, but our policy restricts us from engaging in conversations with third parties about your personal information.
  
  I acknowledge your frustration with the situation, and I assure you that we are committed to resolving this issue to the best of our ability. If you have any additional documentation or questions, please let us know, and we will do our best to assist you.
  
  Thank you for your understanding and for allowing us the opportunity to address your concerns.
  
  

• Initial Complaint

  Date:14/07/2024

  Type:Delivery 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.

  September of last year I reached out to this company to purchase a nexus pass. I was promised to receive everything within 6 months and I never received it. The other issue is cost, I was charged around 2992 CAD for their services when in reality it doesn’t cost anything close to that for Nexus Passes. It’s now been 11 months and I haven’t heard any updates. The last update we received was more or less just saying we should keep waiting for nothing. This is unsettling considering they have plenty of private information from us and we have received nothing that at all.

  Business Response

  Date: 18/09/2024

  Thank you for reaching out to us with your concerns. I’d like to address your concerns comprehensively:

  
  Timeliness of Service: You mentioned that you were promised completion within 6 months and that it has now been 11 months without receiving the Nexus Pass. According to our records, you received conditional approval on August 28, 2024. Two conditional approval emails were sent to you on this date, which indicated that you were at the final stages of securing your Nexus Card. The emails included instructions on how to schedule your interview, a crucial step in completing your application process. We did not receive any further communication from you after these emails. The services were rendered as described, and your application progressed accordingly.

  
  Cost of Services: You noted that you were charged approximately $2,992, which you believe is higher than necessary. The fee of $2,194 covers not just the Nexus Pass application but also expedited processing and additional services, which includes handling and managing your application efficiently. It also includes the incentive packages that were offered during initiating your file which includes 5 years of business lounge access and a resort voucher. We understand that these costs might seem high compared to the base application fee, but they reflect the comprehensive service provided.

  
  Updates: We understand your frustration with the perceived lack of updates. The last communication you received was the conditional approval email, which outlined the next steps and provided information on scheduling your interview. Once your interview has been completed, your Nexus card is typically sent out to you through the mail. Upon reviewing our records, updates have been provided through the process.

  
  We are committed to ensuring you receive the services you have paid for and resolving any issues you might face. If you have any further questions or need additional assistance, please feel free to contact us directly. We appreciate your patience and understanding.

  
  Thank you for your attention to this matter.