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:02/01/2024

  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.

  * I paid for a passport service that I thought was going to ship me my passport booklet. Turns out they only prepare your packet and charge you the passport fee and services fee.* They never sent me an email that my photo wasnt suitable for a passport so I lost a few weeks waiting for something that wasnt being processed * They never offered any way to make it right after I had waited a few weeks expecting my packet was being processed but wasnt being worked on *When I started talking to *** we were talking the about the state of my application and how far along it was he told me that since it had been a few day since I resubmitted my photos it would take **** weeks or so to get my packet. Thats before the time I have to wait to get it back from the post office which it standard 6-8 weeks Im just hoping I can cancel this service and get my money back so I can just fill in my own paperwork and bring it to the post office myself.

  Business Response

  Date: 02/08/2024

  Hello ***, 
  
  Thank you for contacting GOV+ through BBB. We value your feedback and strive for customer satisfaction. We encourage addressing concerns directly before resorting to public complaints. 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.
  
  We want to address your concerns regarding the progress of your passport application, which you voluntarily submitted on December 8th. It's essential to emphasize the importance of accuracy in public statements, particularly when using strong language such as "waiting for something that wasnt being processed" or They never offered any way to make it right". And I thought was going to ship me my passport booklet. Such assertions require factual support.
  
  We never advertised shipping a passport booklet to you, what we do advertise is assisting and facilitating an easier and faster way to complete your passport application which once sent to the *************** will then ship you a passport.
  
  Upon reviewing your application and thoroughly examining our communication logs, we identified several interactions with you, including chats, phone calls, and voicemails from our team. This is a testament that our customer support is available around the clock to assist customers, and direct communication channels are always accessible.
  
  It's important to note that your application did not progress as quickly as anticipated due to persistent issues with passport photos you submitted. They were not acceptable for various reasons that we have and will again break down for you. Adherence to government-mandated passport photo guidelines is crucial for the efficient processing of your application. Your first passport photo had your arms extended and too much of a glare on the left side of you, we communicated this to you, and in the second photo, you were smiling with your teeth showing, with a shadow casted on the left side of your face; on the third, the position of your arms was corrected but still there was a moderate glare on the left side. It is our job to help assist you with acceptable passport photos to avoid the passport agency rejecting your entire application. Although frustrating, part of our service is to help you with acceptable pictures.
  
  We strictly adhere to government standards, and accepting an unqualified photo would not only inconvenience you but also impede our ability to fulfill our responsibilities. It's essential to understand that the resolution lies within your control. As previously communicated, we have provided significant verbal assistance and clear instructions to aid in the application process.
  
  Had we not informed you of the reasons for rejecting your photos and simply proceeded with your application, it could have resulted in further inconvenience, such as having to retake your photo at a public facility, which we are trying to avoid. Processing applications with incomplete or unqualified requirements is both impractical and prohibited by government regulations.
  
  You stated that you wanted a refund. Our priority has always been customer satisfaction. Your application has already been canceled and a full refund of the GovPlus software fee of $57 and the mandatory government fee of $165 for a total amount of $222. These were processed today, February 6th, ****, to your charged account. Please know our refund process is real-time but please allow 1-3 business days for the refund to appear in your account, as bank processing times may vary. An email containing the refund confirmation details has been sent to you. Please acknowledge upon receipt. You may restart your passport application at your convenience.
   
  We sincerely regret that GOV+ was not able to meet your needs at this time. We are confident that we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  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
  **********************
  
  

  Customer Answer

  Date: 02/11/2024

   
  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:02/01/2024

  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.

  I am writing to express my extreme dissatisfaction and frustration regarding my recent experience with your *** PreCheck application process. As a proud ************ veteran who has served our country, I find it deeply infuriating to be subjected to what I can only describe as deceptive and misleading practices.Your online platform advertised a fee of $97, leading me to believe it covered the $78 *** fee. To my shock and disappointment, I discovered that the *** fee was not included, forcing me to shell out an additional $78. Your ads and product description cunningly created the illusion that the total payment encompassed all necessary charges, a tactic that I now perceive as nothing short of a scam.The use of a government-sounding name for your site further fueled my assumption that I was dealing with an official government entity. Instead, I now feel targeted and manipulated, especially as a veteran who served our nation.I demand an immediate refund for the misleading charges I incurred. It is disheartening to think that individuals who have dedicated their lives to serving this country are now exploited and deceived in such a manner.I expect a prompt resolution to this matter and a refund of the full amount. Deceptive practices have no place, especially when dealing with those who have proudly served our nation.

  Business Response

  Date: 02/01/2024

  Dear *******,
  
  First off, I want to express my sincere gratitude for your service to our country. Coming from a family line of Air Force pilots, your dedication and sacrifice are truly commendable.
  
  At GOV+, we hold profound respect for individuals like yourself who have served and continue to protect our nation. It's an honor to serve customers with military backgrounds, and we deeply appreciate the commitment and sacrifices made by individuals like you.
  
  In fact, we have received testimonials from numerous military personnel who have used our services, expressing their satisfaction with the convenience and efficiency we provide. Here are some independent testimonials from fellow service members:
  
  Joutten M
  Im an **************************** member and during my travels, Im already *** PreCheck approved. But this time Im taking some leisure with my family and wish to get my wife and children approved for ************ as well. Ive found this process to be very user-friendly and done smoothly, with extreme professionalism. Thank you!
  
  ************
  My husband, a disabled veteran with a *** Precheck number, assured me that the process would be user-friendly. However, either he underestimated my computer skills or your recent updates have greatly enhanced the user experience. I wholeheartedly recommend this site to my family and friends. Thank you immensely.
  
  Colonel **********, USA, ***.
  I was very satisfied and happy with your site. It was easy to use, fast, and navigation was simple! GOV+ puts the federal government to shame! If I had to do this on a government website, I would still be trying to figure it out and fill the application out! Without question, I would happily recommend GOV+ to any of my friends. OUTSTANDING!! - U.S. Army (Ret).
  
  At GOV+, our primary mission is to simplify and enhance the process of engaging with various government services. We aim to offer a streamlined and technology-enabled experience, recognizing the challenges that individuals *** face when dealing with government applications.
  
  It's important to note that the convenience and layers of assistance we provide can vary based on the specific product application selected. Different government services *** have unique processes, and our goal is to bridge gaps and offer valuable support to customers seeking assistance.
  
  While we understand that everyone *** not see the same level of value in our services, we genuinely strive to make a positive impact for those who find value in the convenience we offer. We acknowledge that there are areas within the government that require improvement, and GOV+ is committed to addressing these challenges for customers who seek or need assistance.
  
  We regret that your experience with the *** product has led to assumptions that *** not align with our broader mission and it is unfortunate that you make assumptions based only on the *** product.
  
  It's unfortunate that you *** not have had the chance to read our disclaimers, and I'd like to take this opportunity to guide you to our website for a comprehensive overview. I'd like to draw your attention to the disclaimers prominently displayed on our website, near the top of the homepage, you will find a clear statement: "Not the government, just a helpful private company." This serves as a straightforward disclaimer that we are a private entity providing assistance, distinct from the government and its operations. Please feel free to revisit our home page at www.govplus.com also screenshot attached with disclaimer circled. Additionally, this disclaimer is strategically placed just above the articles featuring our company and below the 4.9 star rating from independent reviews, more on this below.
  
  To further ensure transparency, we have additional disclaimers located at the bottom of the home page and on every page throughout our website. We believe in providing our users with comprehensive information about our status as a private company and the nature of the services we offer.
  
  Moreover, our terms of use, which you agreed to before making any payment, contain in-depth disclaimers that outline the terms and conditions of our services. We encourage you to revisit our home page, carefully read the disclaimers provided, and explore the detailed information available in our terms of use.
  
  Please know that we currently have *****+ reviews with an average of 4.9 out of 5 star reviews. All gathered by a third party company. We also post this in the middle of our homepage right next to the "Not the government, just a helpful private company."
  
  Nonetheless your feedback is appreciated. However we wish you provided it privately and anyone would first like to be communicated to.
  
  Now, regarding the government fees, we want to assure you that we take transparency seriously, and we have implemented measures to clearly inform our customers about associated fees. On the middle of our homepage, you'll find this statement: GOVERNMENT FEES ARE NOT INCLUDED. This information is also strategically placed just below the payment amount on the payment page, right above where you input your credit card details. For your reference, I have attached a screenshot of our payment page.
  
  Today, after receiving this BBB complaint, we tried to call you to speak with you hoping to have direct communication at around 9 AM EST, however, you did answer the phone, we identified and introduced ourselves and after we did, you abruptly hung up. We regret that you did not give us the opportunity of one on one communication despite our attempt. Because you abruptly hung up we did not feel it appropriate to call you back. We are here to help if you wish to speak with us.
  
  We do not wish to keep customers that do not see value and we have issued you a full refund in the amount of $97 as you have requested via chat, after filing this complaint. Please allow 1-3 business days for the refund to be posted, as bank processing times *** vary. An email containing the refund confirmation details has been sent to you, please acknowledge opening. We feel we have addressed your concerns. Any additional communication please use our appropriate and dedicated support channels listed below.
  
  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
  **********************
  

• Initial Complaint

  Date:01/27/2024

  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.

  Saw an ad for *** Pre-Check on social media - Went to GOV+ Site - filled out the application. Paid $97 - then was sent an email with an appointment for *** at a Staples.. and the email said that it would be $79 to get the *** PreCheck... A person can simply go online and fill out the form on *** Enrollment by Idemia FOR FREE - then go to the same Staples and pay the $79---- Why would GOV plus think its a good idea to charge $97 for something that is FREE? If it was $97 and they (GOV+) kept $20.. maybe..maybe they could justify it ...Just a deceptive business model in my opinion == Leaves you feeling like you've been taken advantage of -... If I could go back I WOULD NOT USE THIS SERVICE I also did my Passport renewal - Can't wait to see how that pans out

  Business Response

  Date: 02/01/2024

  Hello ********, 
  
  After a comprehensive review of our communication log, we found one interaction via chat which you initiated last January 14th at 9:22 PM EST. and a voice message left by us to you on January 20th at 11:44 AM EST after discovering you lodged a complaint; just a day after attending your *** PreCheck appointment that we coordinated and booked for you.
  
  Please know that we advocate for accuracy when making public statements particularly when employing strong terms like 'deceptive business model.' and the feeling like you've been taken advantage of Such statements should be supported by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. It's essential to highlight that you voluntarily submitted your *** PreCheck and Passport  Renewal applications on January 22nd ****, without any coercion or solicitation and we performed the agreed upon services for *** PreCheck in full.
  
  We will take this as an opportunity to reorient you to  our website, www.govplus.com, for a reeducation on our disclaimers and services.  Clear disclaimers, you will find a clear statement near the top of the homepage: "Not the government, just a helpful private company."  We have also implemented thorough measures to ensure our customers are adequately informed about the fees and any additional charges associated with application processes. It has been clearly stated on our homepage that GOVERNMENT FEES ARE NOT INCLUDED, and this statement is also strategically placed below to the amount to be paid on the payment page. It's the customers responsibility to recognize that the manual entry of payment information is a requisite step in initiating an application. This process involves manually inputting payment details and consent to our terms and conditions is also required. We bear both legal and ethical obligations to communicate our terms and conditions, but the decision to read or agree to them ultimately rests with the customer.  This payment process concludes with an intentional click on the "submit" button. These steps are in place to acknowledge the customers conscious intention and consent.
  
  It's important to note that your confusion or assumptions are not because we do not have clear disclaimers and explanations of the fees. We regret that you did not take the time to read. We would want to establish this fact that at no stage did we coerce, obligate, or solicit your application. We clearly advertise we are a friendly private company on our home page. We would add screenshots to this response However the BBB portal will not publically post screenshots.
  
  Upon the review and processing of your application, you received an email on Jan 23rd, **** at 12:17 PM, prompting you to select an appointment. The available options were based on the earliest schedule available at that time and the nearest location linked to the provided mailing address which was *******************************************************************************************. Our records indicate that you opened the email at 12:18 PM the same day and proceeded to confirm a date and time. The appointment confirmation was sent to you and the appointment details on your dashboard were as follows:
  
  Appointment Date & Time: 01/27/24 @ 2:20 PM EST
  Appointment Location: *****************: Located inside *******
  **********, ** 06457-2932
  UEID: UZZY-3XTQ7H
  
  On January 27, ****, at 1:30 PM, you initiated a live chat to inquire about the location of your appointment. Unfortunately, you terminated the chat before our representative, *****, could assist you. Despite efforts to reconnect, you did not resume the chat or respond to our subsequent phone call on January 28th at 6:37 PM, where we aimed to offer assistance and address any remaining queries.
  
  We want to confirm that you attended the appointment that we scheduled for you, and your Known Traveler Number has been issued. Essentially we provided the full services as we agree to as stated on our website and in our terms. It's worth noting that, as per our Terms & Conditions, a refund cannot be issued once an application has been completed or processed. This policy is in place to maintain fairness and discourage misuse of the refund system.
  
  We find it unusual that after attending the appointment and benefiting from our service, you filed a complaint with the Better Business Bureau without even giving us the opportunity to assist you. We encourage open communication and believe this situation could have been resolved through our available channels.
  
  Regarding the $97 fee, it's important to clarify that it encompasses more than just inputting information and booking appointments. This fee provides access to our software for completing *** applications, grants access to the proprietary GOV+ customer dashboard that houses all *************************** forms completed on our site; all managed and tracked in one single place, and includes free customer service available 24/7. The dashboard streamlines the submission of various forms on our website, both current and future from anywhere in the world and from any device you have internet access from. Please be mindful of all our benefits, not just the single *** application.
  
  About the benefits of using our services, we appreciate your ability to independently navigate government applications, gather necessary forms, and fulfill requirements. However, these tasks may be simple for some but overwhelming for others who lack patience, knowledge, or assistance. Our platform addresses various circumstances by providing a centralized space for government applications and offering round-the-clock assistance. This eliminates the need for customers to wait for hours for answers to even a single inquiry. These are just a few of the value-added services we provide. We acknowledge the diverse circumstances of our customers and aim to offer convenience to those who find value in our services. We understand and respect varying opinions on the matter, and we are not imposing our perspective on you. We value the choice of thousands who appreciate the convenience we offer, and we recognize that perspectives may differ.
  
  As of February 1st t, ****, at 11:40 AM EST, your passport application has been successfully processed and completed by our team. The passport application package has been prepared for shipment and picked up by ***** and is on the way to your home address. If you require any further assistance with your passport application please contact us directly.n
  
  Again, our priority is  always been customer satisfaction and today, January 29th, despite the *** PreCheck application being processed and completed, an appointment booked on your behalf  and basically full service provided on our end, we processed a full refund of $97 GovPlus software fee on January 28th at 6:41 PM EST. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you, please acknowledge coupon opening. 
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. 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
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:01/25/2024

  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.

  We rec'd an email from GovPlus to renew our TSA for a discounted price. We gave our credit card number not realizing that is wasn't a discounted price AND we didn't realize that our TSA didn't need to be renewed. We emailed the company and they replied that they were going to refund our money and then the next day we rec'd another email stating that they were not refunding our money because it was a chargeback.. We received no service from them and we were charged $98. We just want our money back.

  Business Response

  Date: 01/29/2024

  To whom it may concern, 

  Good afternoon. I hope this message finds you well. We are submitting the following evidence in response to the complaint filed against our company, GOV+, as this matter has escalated beyond our control. Unfortunately, the customer initiated a dispute before attempting to reach out to us, leaving us with limited options for resolution. The disputed charge is currently under review, and we are unable to process a refund at this time. According to the status, resolution can be expected by February 26,2024.

  Sincerely, 
  
  April
  Customer Service Specialist
  **********************
  
  

   

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have been in contact with the company and they have assured me that they will refund our money once I cancel the dispute with my credit card company.  I have emailed the credit card company and once the dispute is cancelled I will reach out to GovPlus for my refund.  Thank you!

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

  Customer Answer

  Date: 02/14/2024

  I filed a complaint against GovPlus because we paid $97 for a service that we never received (we thought we needed our TSA renewed, we didn't. It is not renewable until ****) Once we realized our mistake we requested a refund AND filed a dispute with Citibank our credit card AND cancelled our credit card because we thought we had been scammed. Then GovPlus responded to us saying that they will refund our money IF we cancel our Citibank dispute. So I did. NOW they supposedly cannot issue a refund because my original credit card was cancelled. Citibank said a refund can still easily be applied to the new card. But GovPlus just lied to us, they said cancel the dispute and we will refund you! The company responded to my original complaint with a huge word salad that did not resemble anything about our case! They must just send that out to every complaint. Every email from them says the exact same thing. I am thinking that AI Bots are just responding to all complaints.

  Business Response

  Date: 02/14/2024

  Good day. This case was closed as we are unable to take further action on our end. We attempted to process the refund to verify if the dispute had been retracted. However, according to our system, the charge is still marked as a chargeback. Regrettably, we cannot refund a charge that is on hold due to an ongoing dispute.

   

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21199323
  
  I am rejecting this response because my bank, Citibank, has withdrawn the dispute.  GovPlus is now saying they cannot process a refund because the original card was cancelled.  I cancelled my card because I thought this company was a scam.  Citibank has stated that refunds CAN be processed on cancelled cards.  The refund will be applied to our new card.  GovPlus has sent 3 emails stating that they will process the refund and they will send us a confirmation.  This has not been done.  We talked to GovPlus yesterday and they AGAIN stated that the refund will be processed and we will get a confirmation email.  As of today, Saturday, no email confirmation has been sent to us.  So it is just a game with GovPlus, they do not want to refund the money.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/17/2024

  I have attached a letter from Citibank dated February 2, **** stating that they closed their investigation.  Please let me know if you need any other information.

  Thank you

  ***************************

  Customer Answer

  Date: 02/18/2024

  Good morning,

  Citibank just emailed me and they have now reopened the dispute because GovPlus didn't refund our money.  I told Citibank we never received any services from GovPlus and we were promised numerous times that they would refund our money.  I am just tired dealing with GovPlus so I will see what happens with Citibank.

  Thank you

  Business Response

  Date: 02/22/2024

  Good evening, 

  Despite the cancellation of the dispute process initiated by the customer, the bank decided in favor of the cardholder and we will not be able to refunds as the funds are not with us anymore. The bank will be responsible for the funds to be put back in customer's account.

  Customer Answer

  Date: 02/23/2024

  Hi

  Thank you for your help.  Citibank got involved and we were refunded our money thru the bank.

• Initial Complaint

  Date:01/19/2024

  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.

  Delivery

  Business Response

  Date: 01/24/2024

  Hello *******,
  
  Thank you for reaching out to GOV+ through our BBB page. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with our company as you have done in the past rather than a public complaint site like the BBB. After a comprehensive review of our communication log, we found numerous interactions via live chat which you initiated and phone calls / voice messages offering you direct assistance.
  
  An in depth summary of our interactions are as follows:
  
  You applied for two different passport applications with GOV+ on two different occasions one right after the other. The first passport application was submitted on  November 11th, 2023, and the second application on January 8th, ****, using a different email address. Upon reviewing your application and communication logs, it was evident that many communications we made with you  between October and December, addressing your account login issues, during which you reset your password multiple times.
  
  Your initial interaction with us was about when you will be receiving your passport and receiving it without paying the government fee. We explained to you that your application was pending the outstanding payment of mandatory government fees, which included $130 for the passport book and $30 for the acceptance fee for new applicants, along with the requirement for a qualified passport photo. Throughout this period, our round-the-clock chat and phone assistance were available to guide you, and you were informed about these specific requirements and communicated understanding. Despite repeated instructions and explanations, you did not comply and subsequently requested a cancellation and refund on December 27th, 2023, stating it was not a convenient time for you. Your application was canceled and a refund of $57 was processed. You received the refund confirmation email, December 27th at 4:05 PM. As of January 22nd, the date of this complaint remains unopened.
  
  Then on January 8th, ****, you applied for a second time after receiving a full refund for the first attempt yet this time you used a different email address. Once again you encountered the same issue with your passport photo. Despite clear instructions and guidelines provided through both chat and phone communication, you persisted in uploading unqualified passport photos, similar to those submitted in your initial application. Rejections were primarily due to issues related to image quality, attire (sleeveless; cami top), and the head cover. We repeatedly instructed you on the requirements mandated by the government passport agency; these are not our (GOV+) requirements.
  
  As of January 22nd, after a new request to upload a different qualifying photo at 12:10 PM EST , you uploaded the same photo that had previously been rejected due to the head cover.
  
  It is important to understand the significance of applicants providing the necessary details and meeting designated requirements. Regrettably, your application cannot progress to completion without adhering to the government-mandated passport photo guidelines. We strictly adhere to government standards, and accepting an unqualified photo would result in further inconvenience to you and us not doing our job, as your application would be rejected. Our goal is to avoid such inconveniences, as processing an application with incomplete or unqualified requirements is not only unfeasible but also not permitted by our government.
  
  In response to your concerns about the delivery of your application, it's crucial to recognize that the resolution is within your control. As previously communicated, we have provided substantial verbal assistance and sent you clear instructions. Unfortunately, in your case, the mandatory requirement of a qualified passport photo remains unfulfilled despite multiple notifications, instructions, and assistance provided to you.
  
  At present, your application is still on hold. If you intend to proceed with your application or require further assistance in obtaining a qualified passport photo, please contact us directly for prompt assistance. In summary your options are a full refund or set a time with us perhaps, so that we may guide you real-time to capture and upload an acceptable passport photo as well as pay the government fees.
  
  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 **************************************************************** Specialist
  **********************

• Initial Complaint

  Date:01/19/2024

  Type:Billing 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 filed an online form for tsa precheck. The fee for tsa is $78. Gov+ charged me -$***** their description made me believe that fee was inclusive of the $78.00 which is paid to tsa. It is not. So now I still have to pay 78 to tsa Their advertising is deceptive and a scam. I thought the site was a gov site hence the name but its not. I want my ***** back. I could have done all this box checking myself and filed directly to tsa January 14th, ****

  Business Response

  Date: 01/24/2024

  Hello ****, 
  
  Thank you for reaching out to GOV+ through BBB. We highly value customer satisfaction and would like to address your concerns or assumptions. In our commitment to prompt resolution, we request that you communicate directly with us for any concern or clarification rather than an online complaint forum. We request that you just reach out to us privately to discuss any questions or concerns you *** have.  An open dialogue and giving us that opportunity plays a crucial role in understanding and resolving matters. We want to assure you that various avenues are available for reaching out to us please see below for all options of direct and confidential communication.
  
  As a public complaint has been submitted, we will attend to each statement or concern you have and resolve your concerns through the BBB platform.
  
  After a comprehensive review of our communication log, we found one interaction via chat which you initiated last January 14th at 9:22 PM EST. and a voice message left by us to you on January 20th at 11:44 AM EST after discovering you lodged a complaint; just a day after attending your *** PreCheck appointment that we coordinated and booked for you.
  
  Please know that we advocate for accuracy when making public statements particularly when employing strong terms like 'scam.' Such language should be supported by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. It's essential to highlight that you voluntarily submitted your *** application on January 13th ****, without any coercion or solicitation and we performed the agreed upon services in full.
  
  We will take this as an opportunity to reorient you to  our website, www.govplus.com, you'll find a clear statement near the top of the homepage: "Not the government, just a helpful private company." We consistently maintain this position, and our use of the '.com' domain underscores our status as a private entity. Additionally, at the bottom of our website, even on the terms and conditions, it's reiterated that we are a private company. This information is readily available throughout our homepage. We consistently maintain this position, and our use of the '.com' domain underscores our status as a private entity. 
  
  Additionally, at the bottom of our website, even on the terms and conditions, it's reiterated that we are a private company. This information is readily available throughout our homepage.
  
  We have also implemented thorough measures to ensure our customers are adequately informed about the fees and any additional charges associated with application processes. They are clearly stated next to the price. It's the customers responsibility to recognize that the manual entry of payment information is a requisite step in initiating an application. This process involves manually inputting payment details, strategically placed below the amount to be paid is a bold disclaimer stating "GOVERNMENT FEES ARE NOT INCLUDED.". Your consent to our terms and conditions is also required. We bear both legal and ethical obligations to communicate our terms and conditions, but the decision to read or agree to them ultimately rests with the customer.  This payment process concludes with an intentional click on the "submit" button. These steps are in place to acknowledge the customers conscious intention and consent.
  
  It's important to note that your confusion or assumptions are not because we do not have clear disclaimers and explanations of the fees. We regret that you did not take the time to read. Please know that your decision to utilize our services on January 13th, ****, was entirely voluntary. We would want to establish this fact that at no stage did we coerce, obligate, or solicit your application. We clearly advertise we are a friendly private company on our home page. We would add screenshots to this response However the BBB portal will not publicly post screenshots.
  
  Upon the review and processing of your application, you received an email on Jan 14, **** at 3:24: PM, prompting you to select an appointment. The available options were based on the schedule's availability at that time and the nearest location linked to the provided mailing address which was **************************************** *********, **. Our records indicate that you opened the email at 4:53 PM the same day and proceeded to confirm a date and time. The appointment details were as follows:
  
  Appointment Date and Time: 01/19/24 (Friday) @ 10:00 AM (PST)
  Appointment Location: ***********************************************************************;
  UEID: UZZY-5QJ3XN
  
  You reached out via our live chat support that evening at 9:22 PM inquiring about the location of your appointment. Upon further investigation, you initiated this contact because you were unable to view your appointment location on your dashboard and you wish to clarify why you were instructed to pay another fee when you have already paid $97. 
  
  To ensure further clarity, the $97 fee is not solely for transferring your information to the *** website as you stated on your complaint. This fee encompasses the utilization of our software for completing *** applications and grants access to the customer dashboard, as well as providing free customer service at your discretion and time. This dashboard facilitates the effortless submission of various forms currently available on our website and those that *** be introduced in the future. Every form, both current and future, can be completed with a single click. Additionally, our customer service, as demonstrated in our internal tests, offers significantly faster responses, with replies delivered within a couple of minutes, as evidenced by your continuous interactions with our support team regarding your appointment details. Now that you completed this one form you can submit any application we have in a single click.
  
  Once requested our agent provided you a concise explanation and you opted for a cancellation and refund. The agent wanted to make sure you understood that your cancellation request meant that we would cancel your application for your  *** PreCheck  and the appointment we booked for you and that you would have to restart your application on your own. You decided to keep it after being provided with the necessary requirements you need to complete the in-person enrollment process. Subsequently, after attending your in-person enrollment, you filed a complaint with the BBB, which we find unusual and questionable given your decision to continue using and benefiting from our service.
  
  It's crucial to recognize that while independently applying for *** PreCheck or following the traditional route is certainly feasible, the process *** appear straightforward when armed with the knowledge of the correct website, correct requirements or the correct forms or when answers and tasks are efficiently handled. Making this assertion after the fact is indeed easy. However, not everyone possesses the flexibility or convenience to pursue this option. Individuals with unique circumstances *** find it challenging to navigate this process independently. As evidenced by the numerous independent, verified positive reviews available on the BBB's website. These happy customers read our website in its entirety and fully understood and valued our services. As of January 22nd, ****, we maintain a rating of **** out of 5 possible stars, based on ***** BBB Customer Reviews. The fact that *****+ customers have expressed their satisfaction underscores the value and convenience that our services provide. Our aim is to extend assistance and convenience to those who *** benefit from it, understanding the diverse situations of our customers.
  
  Again, our priority has always been customer satisfaction and today, January 20th, despite the application being processed and completed, an appointment booked on your behalf  and basically full service provided on our end, we processed a full refund of $97 GovPlus software fee as we do not wish to keep customers that do not see value in our offerings or in their inaccurate assumptions claim we are a scam as you state. There is no need to make assumptions. GOV+ is a legitimate company offering assistance to thousands of customers that see extreme value in our services. 
  
  Please allow 1-3 business days for the refund to be posted, as bank processing times *** vary. An email containing the refund confirmation details has been sent to you on January 20th and we can confirm it has been received and opened at 4:48 PM EST.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. 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
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  Customer Answer

  Date: 01/25/2024

   
  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:01/12/2024

  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.

  On December 11, 2023 I paid $97 to Gov+ for my TSA application. As of today, I have not received any other information regarding this process. It seems this is a fraudulent company and I am requesting a full refund of the fee I paid them.

  Business Response

  Date: 01/16/2024

  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.
  
  We emphasize the importance of accuracy in public statements, especially when using strong terms like 'fraudulent.' Such language should be backed by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. We encourage you to fully understand the services we provide before making assumptions about our legitimacy. We operate as a fully legitimate private company, compliant with all state and local laws, ensuring transparency and accountability in our operations. GOV+ goes beyond government offerings, providing unique features not currently available elsewhere.
  
  You voluntarily submitted your application for TSA PreCheck on December 10th at 9:51 PM EST. After reviewing your application and a thorough review  of our communication logs, we've discovered several notifications sent to you from December 10th until December 21st urging you to complete your application. Please know that your application has a lot of missing information. Our team is available round the clock for any assistance customers may need, and direct communication remains readily accessible.
  
  We wish to underscore the importance of applicants providing required details and designated requirements. Without access to these essential details, we are unable to move your application to completion. It is important to acknowledge that processing an application with incomplete requirements is not feasible and illegal. The statement that you never received any information is inaccurate. In your case, you failed to provide a mandatory requirement despite multiple notifications we provided to you nor did you request for assistance when we have multiple direct avenues where customers can reach out to.
  
  Our priority has always been customer satisfaction and we processed a full refund of the GOVPLUS software fee of $97 to your charged account today, January 16th, ****. Please know our refund process is real-time but please allow 1-3 business days for the refund to appear in your account, as bank processing times may vary. An email containing the refund confirmation details has been sent to you. 
   
  We are confident that we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  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
  **********************
  

• Initial Complaint

  Date:01/12/2024

  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.

  I was a victim of identity theft in 2023, and had to change several identifiers on several key documents. I decided it would be convenient to use GOV+ in order to manage this, as many of them are all in one place.In retrospect it would have been less of a hassle changing them individually.I shelled out $190 for what I believed to be was an expedited passport, as well as $57 for a new Social Security Card and $77 for a new TSA PreChek. The only thing that went through was the PreCheck. There has been a delay on everything else.When I spoke with their version of customer service, I was told (to my shock and chagrin) that what I was paying for were the completed applications to be mailed to me. Not the actual items themselves. JUST THE APPLICATIONS. That means, TSA aside, I dropped $250+ on someone to input my information into a database and print out the applications. Furthermore, the customer service agent sounded like a broken record, repeating themself about mailing in the forms once they were received. WHen I asked about the fee for the Social Security Card, I received a copied and pasted response about how it was a one-time fee and how the site gets smarter with each use, etc.On top of this, I was informed by the agent, ****, that my SS card application and my passport application being mailed in the same envelope. How is that secure?I was using this site in good faith that filling out the information would result in receiving the items I applied for. Instead I am receiving applications to be mailed in. If I had been aware if this, I would have simply done the legwork myself.

  Customer Answer

  Date: 01/13/2024

  I began this process 3 Jan ****, and have yet to receive any product, be it application (as Ritz has indicated) or actual passport/SS Card (as was expected/implied/suggested). Tracking on the SS Card states it would take 1-3 business days, and it has not arrived at the destination. **** tracking states that **** is not even in possession of said document. The only process that has been successful has been the *** PreChek.

  Business Response

  Date: 01/19/2024

  Hello ******, 
  
  Thank you for reaching out to GOV+ through BBB. We highly value customer satisfaction and would like to address your concerns. In our commitment to prompt resolution, we request that you communicate directly with us for any concern or clarification. An open dialogue plays a crucial role in understanding. We want to assure you that you are always welcome to use our customer support avenues to reach out to us. We request that you contact us privately to discuss any questions or concerns you may have. 
  
  Given the public nature of your complaint, we will address your concerns through the BBB platform
  .
  We would like to specifically address the assumption you mentioned: "I dropped $250+ on someone to input my information into a database and print out the applications." is not accurate and all the relevant information regarding our services broken down by product or application type are prominently displayed on the website..
  
  For the nominal one-time software fees, you gained the ability to fulfill all the requirements for your passport and Social Security card replacement applications without the need for a printer or scanner. All necessary materials, like online passport photo taken from the comfort of your home while using our patented technology, document copies, shipping labels with tracking available on our dashboard, and our company checks completed to the Governments specific detailed requirements issued by us for your convenience and accuracy, including accurate forms are delivered directly to your home or designated address, eliminating the need for potential mistakes and additional trips to obtain the needed items (envelopes, stamps, passport pictures etc.) We take responsibility for your application documents. Literally simply opening your mailbox reveals everything required. Just drop in the needed documents and mail it off. 
  
  EIN Plus provides the use of its software as the service, we are responsible for ensuring the application is completed and in some cases sent to the corresponding Government or State agency BUT NOT FOR THE ACTUAL ISSUING OF THE DOCUMENTS,. We clearly state this in our terms of service,  but in case you did not read them we are happy to reiterate them.
  
  Please be sure to thoroughly review our website in its entirety, you would have discovered extensive information that dispels any potential confusion or assumptions about our company, fees, and services. On January 3rd, ****, you submitted applications for a Social Security card replacement, Passport Renewal, and TSA PreCheck through GOV+. We acknowledge the seriousness of identity theft situations and regret that this happened to you, We also understand the urgency associated with re-issuing your vital documents. We empathize with the challenges you faced post-identity theft and appreciate your decision to utilize GOV+ for these applications.
  
  Throughout your interactions with our representative, you were presented with a simplified version of the application and submission process. It was communicated to you that our software fees, amounting to $57 and $77, cover the thorough processing of your applications, ensuring accurate and secure handling of all required information. The information you provided is utilized to generate completed passport and Social Security card replacement applications, subsequently mailed to you for your review.
  
  It's important to clarify that the application materials for your renewal encompass all necessary requirements (forms, checks for passport fee and expedited processing fee, passport photo and shipping label), excluding the passport you currently possess. Furthermore, the application materials for your Social Security card replacement are mailed separately, not in the same envelope, to enhance security. You are aware of this arrangement, having been provided with tracking numbers for both applications on your personalized dashboard. After reviewing the applications, you simply need to follow the enclosed instructions and mail them to the respective agencies for processing. We do all possible work for you. And depending on the application make it so that minimal confusion can occur. We are not sure why you misunderstood that BOTH applications were going to be shipped together. Please understand that ALL of our applications are processed separately and have completely separate steps to ensure completion and will never be sent together.
  
  We take pride in surpassing the services currently offered by the government, which is why we carry the name GOVPLUS. Our platform provides a centralized hub for managing multiple government forms, a unique feature not directly provided by the government or our competitors. Our streamlined process eliminates the need for navigating various websites, creating multiple login credentials, and individually accessing each form or application.
  
  While it's true that anyone can independently file a passport application, it's crucial to acknowledge the diverse circumstances individuals may face. The process of navigating specific websites, completing various forms, and gathering necessary requirements can be overwhelming for some. Additionally, not everyone possesses the flexibility to attend in-person appointments promptly, especially those dealing with medical conditions or limited mobility.
  
  Although our response is very long, we felt it crucial to address each concern and fully explain each matter in detail for maximum understanding. GovPlus has taken all the necessary steps to address all your concerns. If you wish to share more feedback or have any further questions, please don't hesitate to contact us again 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
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21138708
  
  I am rejecting this response because:
  
  It is blatantly obvious that my concerns will not be addressed with compassion or empathy, or any form of customer service. Instead, it seems I will be treated as though I am scamming a company that received over $250 (three application fees and one expedite fee) from me for filling out applications and mailing them to me. 
  
  I do not appreciate condescension or vituperative speech, no matter how well either are sugar-coated. I had already taken steps to address this issue, to no avail, as is evident in the conversation between the agent and I. 

  Regardless of the spin that is placed on the services, they are not convenient or expedient or simplified. In the time it took for me to fill out everything, pay for them, wait for them to be sent to me, speak to the agent about the ***** regarding the tracking numbers, I could have easily gone to the sites, printed out the forms, filled them out, found the required documents, set up an appointment/had my picture taken (if either were required), and sent them in myself. And there would have been a good deal less worry about my information floating around out there for someone to get their hands on. Again.

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

  Business Response

  Date: 01/25/2024

  Dear ******, 
  
  We appreciate your continued engagement and understand your concerns. Our goal is to provide clarity and transparency regarding the processing of your applications. Please allow us to address some key points:
  
  First, we regret any perception that our response lacked compassion. Our intention was to explain our services and respond factually to your complaint. Please know that nothing was sugar-coated; those were the facts. We empathize with your situation and still strive to offer you our assistance. You voluntarily submitted your applications, and we appreciate your choice to submit your applications through our platform. We could have concluded our involvement once the mailed applications left our premises as we do not have any hand in any of the actual processing of the documents with the government, inside the respective government agency, nor the visibility of the actual status of applications, but we remain committed to addressing your concerns.
  
  Regarding the breakdown of the fees, we want to clarify that a significant portion of the amount you paid, specifically $190, was converted into checks, which were included in your passport application materials. These checks go directly to the government and would cover the passport book fee of $130 and the expedited processing fee of $60 (*****************************************************************************************). As we have mentioned in our previous response, we act as facilitators to streamline the application process and do not issue the respective government documents ourselves.
  
  About the benefits of using our services, we appreciate your ability to independently navigate government applications and/or websites, gather all the necessary forms and fill them out one by one, and fulfill all the requirements. However, these tasks may be simple for some but overwhelming for others who lack patience, knowledge, time or assistance. Our platform addresses various circumstances by providing a centralized space for government applications and offering round-the-clock assistance within minutes. This eliminates the need for customers to wait ***** minutes for answers to inquiries, especially customers that have jobs and can not stay on hold during working hours. These are just a few of the value-added services we provide. We acknowledge the diverse circumstances of our customers and aim to offer convenience to those who find value in our services. We understand and respect varying opinions on the matter, and we are not imposing our perspective on you. We value and appreciate the opportunity to serve and the choice of thousands who appreciate the convenience we offer, and we recognize that perspectives may differ.
  
  For  your applications, we are pleased to inform you that both your social security card replacement and passport renewal applications were successfully received by the respective government processing facilities. For the social security card replacement, your application reached the facility on January 18th, **** according to our tracking. We recommend allowing 2 days for the Social ******************************** to start the processing of the application, with an estimated card delivery within **** business days to you via mail directly from the social security office
  
  As for your passport renewal, the passport facility has received your application on January 21st, and expedited processing has commenced on January 23rd. You can check the status directly at: www.travel.state.gov and enter required information.
  

  For any specific concerns or additional information, you may contact the ****************************** at ************ and the ************************************ at ************ and provide your application locator number which is 454268456.
  .
  If you have additional feedback, feel free to contact us privately 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 *********************************************************** Specialist
  **********************

  Customer Answer

  Date: 01/26/2024

   
  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.

  The information regarding my passport and my Social Security Card is appreciated. I consider this matter closed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2024

  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.

  I got an e-mail that said my TSA Precheck needed to be renewed. Seemed legit so I did it. They also asked if I wanted a discount when my passport needed to be renewed, The date was 12/26/23. I was a bit suspicious so I put on my *************** page. Sure enough, it was a scam and it was from .govplus.

  Customer Answer

  Date: 01/10/2024

  I do not think GovPlus is legitimate because they took my money for the passport renewal and for the renewal of TSA. After they took the money, I was sent an additional e-mail from them saying that I can't renew my TSA Precheck until March and that it is due in June of ****. Why did they take my money if they say it is not time for me to renew? In addition, why are they asking to renew my Passport when there are no instructions on how to do that? My passport is up for renewal in 2 years. I assumed that at that time, the system will have that I have already paid the fee. Gov+ is a .com website. Not a .Gov website. I did not notice that before. 

  In addition, there is no way to call Gov+. They say contact them but how do I know it isn't part of a scam for the reasons I listed above. I think I can send them an e-mail, but no phone number listed. 

  Please explain to me why they sent me an e-mail saying my TSA Precheck needs to be renewed and after I pay they send me another one that says it can't be renewed until March at the earliest. 

  Why do you say it is a legitimate business with all the red flags I listed? 

   

   

  Business Response

  Date: 01/10/2024

  Hello ***,
  
  Thank you for reaching out to GOV+ through BBB. We greatly value customer feedback and are committed to ensuring satisfaction. We encourage a direct and ethical approach in addressing concerns before resorting to public complaints.
  
  As a public complaint has been submitted, we will attend to each concern or accusation you have and resolve your concerns through the BBB platform.
  
  After a comprehensive review of our communication log, we did not find any record of you attempting to reach out to us. It appears you used a random complaint forum to gather your facts and never even attempted to make any form of communication with us, which we find surprising.
  
  We emphasize the importance of accuracy in public statements, especially when using strong terms like 'scam.' Such language should be backed by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. You voluntarily submitted a TSA membership renewal application on December 25th, 2023 without any coercion or solicitation.
  
  It is crucial to engage in open communication to address concerns effectively. We are committed to resolving matters in a fair and transparent manner, and we invite all customers to reach out to us directly with preferences, clarifications and any questions.
  
  We encourage you to fully understand the services we provide before making assumptions about our legitimacy. We operate as a fully legitimate private company, compliant with all state and local laws, ensuring transparency and accountability in our operations. GOV+ goes beyond government offerings, providing unique features not currently available elsewhere. Our streamlined process consolidates numerous forms and websites, simplifying government applications into one user-friendly platform. Our patented autofill technology eliminates the need to repeat tedious information, ensuring your next application is already in progress. Additionally, we offer real-time tracking, online payments, expert application review, customized application packets, and 24/7 live customer support via chat, phone, and email. We chose the name GOVPLUS to reflect our commitment to delivering services beyond current government standards.
  
  After promptly reviewing your application, we sent an email on December 26th at 4:09 PM, stating that your Known Traveler Number is still active and not eligible for renewal until March 26th ****. We advised reaching out on the expiration day for renewal if preferred. Though the email was opened by you, no response was received, hindering clarity on your preferences regarding refunding the software fee until you are ready to renew or you were just waiting for the renewal date. Regarding the passport renewal, it was an offer and you have the option to skip it. Many of our customers applying for TSA also apply for a passport application and as a convenience, we simply offered you this option.
  
  As of Today, January 10th, ****, we proudly maintain a **** out of 5-star rating on the BBB platform, with over **** customers expressing their satisfaction. Additionally, we hold a 4.8 out of 5-star rating on TrustPilot. It's also important to note that hundreds, maybe even thousands of our satisfied customers may not actively contribute to public forums, therefore gathering data from random complaint forums is not an accurate assessment of a company.
  
  Our aim is to extend assistance and convenience to those who may benefit from it, understanding the diverse situations of our customers. Today, January 10th ****, despite the application being processed and your KTN status retrieval, basically full service has been provided on our end as per terms and conditions, we processed full refunds of $97 and $57 GovPlus software fees as we do not wish to keep customers that do not see value in our offerings or in their inaccurate assumptions claim we are a scam as you state. We have thousands of customers that see extreme value in our services.
  
  Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you and we can confirm it has been received and opened.
  
  GovPlus has taken all the necessary steps to address all your concerns and completed your request. With this, we consider this matter to be fully resolved. 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
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  Customer Answer

  Date: 01/10/2024

   
  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:01/03/2024

  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.

  I applied for a passport thru GOV+ months ago. It was advertised on ********* It was an expedited way to get your passport using your soon to be expired Passport. I filled out my application and sent to this as I find out fraud company. I would like all my money returned. I charged this on a CC that had to be shut down due to fraud. I no longer have this card it was destroyed. I paid GOV+. I should have researched them before buying. Im looking for my $98 back for a product I never received. I ordered it on my cell as I dont have a computer or printer. I will have to dig through my bank statements to show proof of purchase

  Business Response

  Date: 01/05/2024

  Hello *****, 
  
  Thank you for reaching out to GOV+ through BBB. We appreciate your feedback and are committed to ensuring your satisfaction. Our primary goal is to address your concerns directly and ethically, avoiding the need for public complaints.
  
  Upon a thorough review of our communication logs, it appears you never even attempted to make any direct communication with us despite our various available channels. We encourage you to always contact us or any other business for that matter privately to discuss any questions or concerns you may have before publicly stating assumed statements.
  
  Since a public complaint has been filed, rest assured that we will address each statement, concern or accusation through the BBB platform. In terms of accuracy and truthfulness, especially when using terms like "fraud," we emphasize the importance of evidence over individual oversights.
  
  You reported you  saw an ad for an expedited passport on ********* we do not advertise this on ******** but do state expedited processing on our website.
  
  A little bit of information on our company. GovPlus is a legitimate private company, fully registered under state and local laws. We offer comprehensive services that go beyond government offerings, including automatic form completion, real-time tracking, online payments, expert application review, customized application packets, and 24/7 live customer support. For the nominal one-time software fee of $57, you gain the convenience of fulfilling all passport application requirements without a printer or scanner. We deliver all necessary materials directly to your doorstep, eliminating the need for additional trips. ensuring a seamless application process.
  
  We would also address this statement I applied for a passport thru GOV+ months ago. You voluntarily submitted your Passport Renewal application on December 9th, so the claim of applying "months ago" is inaccurate. We would also like to clarify that we have sent multiple emails urging you to complete your application. As part of our commitment to efficient processing, we emphasize the importance of providing the required details and meeting designated requirements. To date you have failed to respond to ANY of these emails or make any direct communication at all other than this BBB complaint. 
  
  Unfortunately, without the necessary information, we regret to inform you that we are unable to complete your passport application. Processing applications with incomplete requirements is not feasible or legal.
  
  Our priority has always been customer satisfaction and today, December 22nd, we processed a full refund of $57 GovPlus software fee and $49 expedited shipping as we do not wish to keep customers that do not see value in our offerings or in their inaccurate assumptions claim we are a fraud as you state. 
  
  Please understand that there is no need to make false public assumptions as we are a legitimate company offering assistance to thousands of customers that see extreme value in our services. We sincerely wish you the best.
  
  Considering the cancellation of your card, you may contact your bank to inquire about their process for handling expected refunds and how or if they will apply the refunds to the newly issued card. Your bank will provide you with options. However we assure you the refund was posted on our end and you have received a confirmation email of the refunds. Since you never responded to any of our emails I am compelled to mention you may want to check your spam folder as all of our emails may be there including the refund email.
  
  Please know that our refund process is real-time, but allow 1-3 business days, also anticipate the holidays as bank processing times may vary.  Email confirmations have also been sent today, January 3rd **** at 6:21 PM. We have records they have opened a minute after being sent. 
  
  We feel we have addressed all your concerns and completed your refund request. With this, we consider this matter to be fully resolved. 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
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************