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:06/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased (2) Ceia CMD V2.00 Metal Detectors from GovPlanet on 6/17/25. I just picked them up this morning from the *************************. Upon inspection of the units at home, I discovered one to be as advertised, and the second unit to be physically broken. Upon calling GovPlanet to inquire about their ********************* I received the run-around from a female phone attendant and was effectively told that they would not honor the policy (although she did say that she would email me a form, so that I could waste my time, and then be told no).Upon examination of the photos on the auction, it would appear that GovPlanet staff intentionally took deceptive photographs and misrepresented their inspection. Only one photograph shows both units from a distance, and the 'up close' photographs we taken of the operational unit only, they apparently decided not to take closer photos of the damaged unit for the aforementioned reasons. Additionally, one would easily see the damage had the 'inspectors' actually inspected the units, instead of lying about it. While the units had no batteries to "operationally check" the unit, the physical damage to the unit (a broken off coil head) would have been clearly evident had the time been taken to show the units in the extended form, or even go through the effort of extending the units as part of the ************* would appear that GovPlanet is engaging in deceptive business practices for a monetary gain. After all, had they listed that one unit was physically broken, bidders would not be keen to pay as much.I am asking, before I take any additional action, that GovPlanet refund half the full auction cost (including taxes) for the damaged unit (the second unit is fine). They are welcome to make arrangements to retrieve the damaged unit.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  For background, I drove up to ************ from ************** to pick up items purchased online from GovPlanet, which were 6 treadmills sold in 3 different lots. However, the pictures they posted did not document the damages to all of the items, which included: missing parts, corrosion and rust, rain damage, bird ****, leaves in head unit display and the cup holders, and damaged buttons. I attached images of the damages found on all of the treadmills. I immediately denied the pickup of the items, filed disputes in the parking lot, and drove back down to ************** without the treadmills. Please also note that I paid nearly $600 to rent an Enterprise moving truck to uphold my end of this deal. The GovPlanet warehouse manager agreed with me that damages on the machines weren't listed in the website description or pictures. However, today, on 3/19/2025, I received emails denying a refund. It is obvious the company was fraudulently selling this equipment and misrepresented the quality of the treadmills. I am not in possession of the items and want a refund immediately. Additionally, I attached emails from GovPlanet denying the dispute, even though they only addressed some of the damages on the treadmills and not all of them, when it is clear that all of the treadmills sustained damages from the elements and had missing parts.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair 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.

  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,
  
  ******** *********

  Business Response

  Date: 02/10/2025

  Case has been escalated to our CAM pickup support team who will reach out to the buyer, they can make the final decision on what can be done about the storage fees 

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  Through Govplanet.com on 6/26/2024 I bid on a 1988 HMMWV with about ***** miles, won, paid $3600 plus around $1000 in fees. Paid $630 to ship it. All documentation provided by ****** bros. (parent company i guess) including confirmation of winning, payment and even the release form assigned to the shipping company stated 1988. However, when the sf97 was delivered at least a week later, it showed it is a 2015. So instead of a vehicle which may be considered classic or antique with extremely low miles, I received a newer vehicle with still low miles but more use than what i was bidding on. I called the company to confirm as I was in the process of purchasing parts. They confirmed it was a 2015. When I contacted them again regarding the issue they had changed the listing (which would have been good if I had not already purchased the item) and stated that they would do nothing else to rectify the situation. Whether intentional or not, I am now stuck with this vehicle and am trying to make the best of it, but I do not believe they should be allowed to list and sell misrepresented items without making it right. This isn't a case of " I misunderstood what i was bidding on" or anything like that. It is a case of them listing it as something that it was not. Thank you for your time, and I would appreciate if you could provide any advice on what steps I should or could take in this matter.

  Business Response

  Date: 08/14/2024

  Our GovPlanet title's team reached out to ****************** to address his concerns in the title description. It was agreed that he would return the standard form SF97 to have it updated to the reflect the correct year. It was also agreed to refund the customer the SF97 fees collected in the amount of $125.36. The team will continue to stay in communication with the customer during the process of the update on the form. 

• Initial Complaint

  Date:05/14/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am writing to file a formal complaint against gov ****** regarding the handling of my account and customer service experience.On 5/14/***** I encountered an issue with my account being locked without any prior notice or explanation. Despite reaching out to customer care, I was unable to receive a satisfactory explanation for the lock. This resulted in significant inconvenience as it hindered my ability to bid and conduct business on the platform.Furthermore, my interaction with a team lead during this process was incredibly disappointing. The team lead exhibited rudeness and failed to address my concerns adequately. Instead of assisting me in resolving the issue with my locked account, she focused solely on the timing of a payment made for an item, which was paid 8 days after the sale. However, it is crucial to note that this delay occurred due to my status as a tax-exempt reseller, and the platform had not adjusted for my state's sales tax exemption.I am deeply dissatisfied with the lack of communication, the unprofessional behavior exhibited by the team lead, and the failure of [Company Name] to accommodate my tax exemption status appropriately.To resolve this matter, I request the following actions:A clear explanation for why my account was locked without notice.Proper adjustment for my state's sales tax exemption to prevent similar issues in future transactions.Improved training for customer service representatives, emphasizing professionalism and effective communication skills.Assurance that similar issues will be handled more efficiently and with greater consideration for customer satisfaction in the future.I hope that by bringing this matter to your attention, [Company Name] will take the necessary steps to address these concerns promptly and prevent similar incidents from occurring in the future.Thank you for your attention to this matter. I look forward to a resolution.Sincerely,***************************

• Initial Complaint

  Date:01/25/2024

  Type:Billing 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.

  Bid and won on a item. Went to pay and item cost 33% more after fees.
  Still, willing to pay, claim they take credit cards but will not allow to place on two cards and has a max limit of 10K. Making it unable to be purchased. Called them they will not split the invoice into two so my cards can pay. I would not have bid know this information up front and have not seen this in small print. They also state if I default I need to pay a cost that is 50% of my bid if i want to bid in the future.

  Business Response

  Date: 02/05/2024

  After reviewing the customers complaint, he is correct we do have additional taxes and fees with each purchase. All of the information about the fees is listed with each of our items as well as in our Buyer Terms and Conditions. The terms also state that credit card payments are to be made in full. We contacted the customer to go over our payment terms and reached an agreement to rectify his concerns. The customer stated that this shows a good sign that we are willing to work with him on future purchases.

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  A lot of items were purchased through the www.govplanet.com website on 12/12/2023. Item number ******** the purchase price was ******. With fees and taxes the total was ******. Item number ******** listed a manifest of contents. The manifest provided list specific part numbers and quantities. Govplanet failed to provide all items listed on the manifest during the scheduled pickup. Upon arrival to take delivery of listed contents. Item ************* with a listed quantity of 1 was missing. I brought site personal to examine and verify item ************* was missing. The site leader located a box with the correct item number. But while examining the contents no correct items were located. The box contents were bags of bolts and nuts. Item ************* is a specific filter and seal kit. I made the site personal aware of what contents represent the above number. The site personal informed me they are not aware of what contents should be provided for the missing item. I asked site personal why the item number was listed if they didn't verify the contents. As per the inspection report of 27 specific part numbers. Site personal suggested I called customer service to report my issue. I spoke with customer service and was forwarded a disput form. I filled the required dispute form. The form asked for my resolution. I stated I wanted a 50% credit of the purchase price with me taking delivery of the lot. Or 100% refund and govplanet retaining ownership of item. ********* responded to my dispute with a ***** dollar credit for a future purchase. I believe this activity is called bait and switch and is illegal in any state.

• Initial Complaint

  Date:11/22/2023

  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.

   
  Complaint: 20907388
  
  I am rejecting this response because the transporter was in shock that the safe was in such disrepair.  *********** is trying to shift blame where it's there fault.  They sent me a picture saying I know what happened.  Terrible company

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

  Business Response

  Date: 11/28/2023

  The item was damaged during Transporation, all transporters take liability of the item when picked up.

• Initial Complaint

  Date:10/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was on their website on Tuesday, October 10th, 2023 searching items for sale. One vehicle, an AM General M1114 HMMWV 4 ****************** item # ********, was listed for a buy now price of $3,000. I clicked the link to purchase the vehicle but it would not let me buy it. I message the customer service and they said it was for auction only at a later date. I showed them the attached images (GovPlanet Web Pages.pdf) of the "Buy Now" for $3,000 and they stated in an email attached, "We are not obligated to sell at the listed price as this listing is now a bidding auction, if there was an option as a buy now and changed back to on hold it may have been due to an error." As of 3:55PM on October 11th, 2023, it is still listed at buy now for $3,000.This is completely unethical of them not to honor the price they advertised on their website.

• Initial Complaint

  Date:10/05/2023

  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.

   
  Complaint: 20698628
  
  I am rejecting this response because:  It didn't arrive within your sixty day window. I did received the document in 65 business days.  After reading all the numerous complaints I think it's a waist of my time to repeat them.  I would work on your customer service staff and you may have not gotten this to begin with.  I do like the product I received and the price I paid for it was good.  It being the first time purchasing form GOV/PLANET I was not prepared to wait 90 plus calendar days for a title.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/09/2023

  After review, it does seem that the title work has been shipped to the customer, and per tracking details it has arrived as of Sunday, October 8th. Attached is a copy of the tracking details. The time frame shows that the title process was on track based on the item date of pick up on July 7th of 2023. The process for these documents to get process begin once the unit has been picked up and removed from the site and updated in the system. Once the status is updated to picked up it can take up to 60 business days for that particular military branch to return all completed SF97/titles returned back to our office. *************, our customer care team update the account and ship out all documents to the customers. The process can be lengthy due to the items sold under the GovPlanet were previously property of the US government and are not registered or have title work upon selling it to the public, so a SF97/title has to be created. These forms are provided by the US military branch selling these items, and their process requires that the GovPlanet customer care team to submit these request in bulk, not individually.