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:12/04/2023

  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.

  Never received product. Changed $57 to my debit card twice.

  Business Response

  Date: 12/06/2023

  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. After a thorough review of our communication logs, we've noticed several notifications sent to you since July 21st, 2023, urging you to complete your application. Additionally, a personalized email was sent on September 20th, reiterating the same reminder. We promptly processed a refund for your duplicate application on the same day, and you would have been informed if you had opened your email. Our team is here around the clock for any assistance you may need, and direct communication remains readily accessible.
  
  In your complaint, you stated that you never received a product. It's important to clarify that following your voluntary submission of the application for a New Passport on July 21st, 2023, it underwent processing right away and multiple emails were sent to you, urging you to complete the application process. You were specifically asked to upload a photo on several occasions. When you engaged with our chat assistant on September 20th to inquire about your application status, you were guided to log in to your personal dashboard for comprehensive application management and was provided an option to talk to a live agent. You did not choose that option. Subsequently, another email was sent, explicitly requesting you to provide a passport photo. This personalized email included detailed instructions on logging in, uploading the photo, and outlined the requirements for the passport photo, including guidance on capturing it conveniently at home or in the office. The same email notified you of a duplicate application, which was canceled and refunded. It is impossible for us as a company to mail out an incomplete package that is missing a passport photo.
  
  It is unfortunate that you did not open these communications. However, it's crucial to recognize that failure to provide mandatory requirements or seek assistance when encountering issues can impede the application process. A passport photo is a vital prerequisite for a passport application.
  
  We wish to underscore the importance of applicants providing required details and designated requirements. We provide proactive options for selected processes that require completion on the customer's part. Without access to these essential details or responses, we are unable to move your application to completion. It is important to acknowledge that processing an application with incomplete requirements is not feasible. The statement that you never received anything 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 given an option to.
  
  We sincerely regret that GOV+ was not able to meet your needs at this time. Our priority has always been customer satisfaction and we processed a full refund of the GOVPLUS software fee of $57 to your charged account today, December 5th, 2023. 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. Your duplicate application has also been canceled and refunded on September 20th 2023. The refund confirmation email was also sent the same day. As of checking, it remains unopened. 
   
  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: 12/07/2023

   
  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: 01/22/2024

  Business responded to the duplicate case we received. The supporting documents were forwarded to you from the duplicate case you submitted.
  
  

  ----------------------

  
  Good day. Additional information. We would like to clarify that we do not have any recurring fees at that time. Only one-time fees. This individual applied twice for the same type of appl application, both for passport; both were canceled already and were refunded. For the subscription, we are still currently developing our membership model.

   

   

  Customer Answer

  Date: 01/23/2024

   
  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:12/03/2023

  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.

  The site is very misleading, they make it seem like they will provide you with a social security card but they only provide the application for the card .This type of Deception should not be allowed, Why is the government allowing this company to continue to ************ , For god's sake this is *********.

  Business Response

  Date: 12/04/2023

  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. Please know that our team is available for assistance 24/7. After reviewing our communication logs, we identified multiple interactions with you: multiple launches of our chat assistant and our emails to you. Dates from November 25th until December 3rd, 2023, demonstrating that direct communication is accessible.
  
  However, since a public complaint has been filed, we are committed to addressing each concern thoroughly through a detailed explanation to provide understanding and alleviate any potential misunderstandings or implications. We appreciate the opportunity to address and resolve your concerns on the BBB platform.
  
  To thoroughly address your complaint, it's crucial to provide context, and we will offer clarification accordingly. Concerning your statement, "The site is very misleading; they make it seem like they will provide you with a social security card, but they only provide the application for the card." It is essential to emphasize that nowhere on the website is it explicitly stated that we are the issuing authority for government documents. In fact, clear information has been prominently presented throughout our homepage, particularly under these sections:
  
  Close to the top: 
  
  "Not the government, just a helpful private company."
  
  Bottom of the website (all webpages) and in Terms and Conditions:
  
  GovPlus is a private online software technology company not affiliated nor endorsed by any Government or ************* We do not charge for any forms, however, we charge for use of our software in assisting you with completing the form. We are not a financial, accounting or law firm and do not provide legal or financial advice.
  
  Homepage under "Customization" :
  
  Have everything you need delivered right to your door
  You dont have to bother with your own printer, checks, money orders, stamps, or pretty much anything else. GOV+ takes care of the details and hassle for you, so you dont have to think about a thing.
  
  We believe you **** conclusions without a comprehensive understanding of the information at hand. It is important to allocate sufficient time to meticulously read our website, avoiding ***** assumptions or unfounded accusations. We would greatly appreciate this.
  
  As we are all aware, government services and applications are spread across various agencies, each under a different department. This decentralization can be inconvenient. To address this, we provide a comprehensive platform where you can manage all your applications in one place, simplifying the process with a unified customer service department.
  
  GOV+ offers a single platform of exclusive features not currently available through government channels. Our streamlined process eliminates the need for numerous forms, navigating different websites and creating and using multiple login credentials. Our website alone  allows you to manage all government applications that we currently have , and will add in the future, seamlessly, in one convenient place. With our patented autofill technology, you'll never have to redundantly input tedious information. Your next application is already in progress. Additionally, enjoy real-time tracking, online payments, expert application review, and round-the-clock customer support via chat, phone, and email. As mentioned earlier, we provide customized packets for selected applications. Depending on the application submitted, all necessary materials, including accurate forms, passport photos, document copies, shipping labels, and checks, are delivered directly to your home or designated address, eliminating the need for additional trips to obtain the needed items (envelopes, stamps, passport pictures etc.) We take responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and / rejections that could cause delays. Literally opening your mailbox reveals everything required to move your application forward seamlessly. Our commitment to offering services beyond those currently provided by the government is why we proudly call ourselves GOVPLUS. We would like to reiterate that , at present, there is no government website that consolidates various services or applications into a single platform.
  
  While it's feasible for individuals to independently file a card replacement, not everyone possesses the patience for navigating websites or the flexibility to dedicate time for in-person applications, particularly those dealing with medical conditions. Our services and products are designed to accommodate a diverse clientele, including those facing financial constraints preventing travel, individuals with time constraints who cannot afford to wait in lines, and those who appreciate the convenience and efficiency offered by technology. GovPlus is committed to delivering user-friendly, comprehensive, and equally effective alternatives.
  
  You have the option to use the government website directly ,without our assistance, or use our companys proprietary software and additional features for convenience. The choice was completely up to you. 
  
  As consumers possess the freedom to choose and engage with services at their discretion, without any coercion. Your decision to voluntarily apply for a Social Security Card replacement on November 25th underscores this autonomy. Given that we explicitly state no affiliation with any government or state agencies  and never purport to be such, the responsibility to fulfill the requisites for Social Security Card Replacement application, or any other government document applications for that matter,  is with the applicant. 
  
  As much as we would love to process the entire application for you, unfortunately, the Social *********************** requires that only applicants can submit original verifying documents. This requirement has been clearly explained in our process on our website and would have been outlined as well in the instruction sheet that you would have received.
  
  We understand that our services may not be suitable for everyone. If you do not see a value in completing applications completely online (when applicable) or in one click, we understand GOV+ is not for you and we respect your decision. We are committed to ensuring customer satisfaction. In line with this commitment, we have issued a full refund of $57 today, December 4th, as a gesture of goodwill. Please know that our refund process is real time, however, allow 1-3 business days for the refund to be posted back to your account as bank processing times vary. A refund email confirmation has been sent to you as well, please confirm receipt. The application has been canceled and you may resume your application directly at the Social ***********************s office nearest to you.
  
  We believe that we have addressed your concerns and processed the refund. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. 
  
  You can reach out again 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:12/01/2023

  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.

  I paid Govplus to assist with my passport renewal. I submitted by application on 10/5/23. On 11/30/23, I called to check on the status of my application and was informed that Govplus had done nothing yet, that it was still being processed and it would take at least another **** weeks for the application to go through once it was done with the initial processing.I had to cancel a trip to ****** planned for 12/15/23.

  Business Response

  Date: 12/04/2023

  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. Please know that our team is available for assistance 24/7. After reviewing our communication logs, we identified multiple interactions with you via chat, email, and a phone call on December 1st, 2023, demonstrating that direct communication is accessible.
  
  Nevertheless, given the submission of a public complaint, we are committed to a comprehensive examination of your concerns to offer a more detailed context and understanding. We value the opportunity to address and resolve your concerns through the BBB platform.
  
  Our passport application product offers a streamlined and efficient process, eliminating the need for a printer, checks, a separate visit to the post office for a shipping label and passport photo, or a trip to the bank for payment. You can conveniently fulfill all the requirements for your passport renewal within the familiar confines of your home or office. The use of personalized forms further simplifies the application process, as we take responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and rejections. Every element necessary to advance your application seamlessly will be readily available in your mailbox.
  
  It's essential to note that the processing and review duration of your application depends on your adherence to the prerequisites.
  
  You submitted your passport renewal application on October 5th, 2023, which underwent an immediate processing and review. We sent you an email on October 6th, requesting a reupload of another passport photo as the initial submission did not meet criteria due to its proximity (Photo taken too close). Subsequently, another request for a photo was sent on October 12th, as the provided image was determined to be a selfie and did not comply with the required standards. Following the thorough review and processing of your application, an email was sent on November 26th, requesting verification of your mailing address, to which you promptly responded. Your application underwent a final review and confirmation on November 27th. Your package has been prepared and is awaiting pick up by USPS.
  
  On November 30th, at 6:17 PM EST, you initiated contact and was assisted by ******. During the conversation, you expressed concern regarding an upcoming trip on December 15th. ****** informed you your application was on its way to you and the tracking information was provided along with the passport agencies current processing times.You mentioned your understanding that, considering the application initiation in October, 10 weeks would have transpired by December 14th. ****** clarified that processing time starts upon the application's receipt by the passport processing center.
  
  Subsequently, you referenced the information you believed you saw on our website regarding expedited processing and mentioned paying additional fees for faster processing. ****** examined the fees and explained that payments covered the software fee ($57), mandatory government fee ($130), and expedited shipping ($49), to which you acknowledged by stating you might have messed up and thought you paid for expedited processing ($60). Our agent clarified that your application was for regular or routine processing, which currently takes **** weeks, as opposed to the expedited processing you had initially presumed, with a timeline of 3-5 weeks. You expressed your disappointment at missing your trip, and we genuinely empathize with your situation. The unforeseen delay occurred with improper photo submissions. The conversation concluded with ****** asking if you had any further inquiries or required additional assistance, to which you responded, "Nope. Thanks."
  
  Which is why we were taken aback by your phone call on December 1st, seeking updates on your application status due to your upcoming trip. ****** relayed the status to you, which had already been communicated via chat multiple times the previous day (November 30th). Your dissatisfaction and frustration were apparent, expressing the perceived lack of progress and indicating that you would cancel your trip. Unfortunately, you hung up before we could elaborate on and explore potential solutions. Please understand that while we can expedite the submission of your application, the actual processing time is dependent on the government's passport agency timeline and staffing and this is out of our control. What we can control is assisting you to get your application done correctly so it can be delivered to the designated passport agency.
  
  As of the latest update from the ********** of ******* ****** of ******** Affairs website, routine processing times for passport applications are reported as **** weeks, while expedited processing stands at 3-5 weeks. Processing times only include the time an application is at one of the passport agencies or centers. Mailing times are not included in processing times. It may take up to 2 weeks for applications to arrive by mail at a passport agency or center, with an additional 2 weeks expected to receive a completed passport in the mail after printing.
  
  We have sent you a private email asking you if you would like a full refund which will cancel your passport application and void the check we issued for you, or a refund of the software fee of which you can still use the check and our mailing label to obtain your passport.
  
  We have not heard back yet so we will refund you the software fee in the amount of $57. If you wish for a full refund and to cancel your application please reach out to us and let us know but we are not at liberty to assume this. Thank you
  
  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:11/29/2023

  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.

  I put a $97 charge on my credit card thinking I would be receiving a TSA preboard pass and nothing has ever been sent to me via the information I provided. I am asking please for a full refund.The transaction date was 11/16 and posted to my card on 11/17/2023.Thank you,********************************* ************

  Business Response

  Date: 11/29/2023

  Hello *****, 
  
  Thank you for reaching out to GOV+ via BBB. We place a high priority on customer satisfaction and respectfully request customers to communicate with us directly first rather than lodging a public complaint prior to even reaching out to us. Upon reviewing our communication logs, we did not find any attempts to connect today via chat or email. Going forward, please give companies an opportunity to resolve a concern before making a public complaint. Avenues to contact us are readily available on the website. When you launch our chat assistant, you'll be prompted to confirm if you are a customer, and you'll have the option to call us directly. Since a public complaint has been filed, we appreciate the chance to address and resolve your concerns on the BBB platform.
  
  In your complaint, you mentioned not receiving anything from us. Please note that after voluntarily submitting your application on November 16th 2023 and after your *** application being reviewed, an email was sent to you prompting you to select a convenient appointment among the provided options. You clicked the said email and it routed you to your GovPlus dashboard. In the event that the options presented were inconvenient for you, our 24/7 chat and email support would be glad to assist you in scheduling an appointment at a time and location that suited your needs. However, when you were routed to your GovPlus dashboard, you never selected an appointment from the options presented to you, nor did you reach out to us for any request or assistance. It is unfortunate, but if you do not make a selection or contact us with your preference, you block your own process and this is a necessary step as mandated by the ***.
  
  We wish to underscore the importance of applicants furnishing specific details and meeting designated requirements. We provide proactive options for selected processes that require completion on the customer's part. Without access to these essential details or responses, we are unable to progress your application to completion. It is vital to acknowledge that processing an incomplete application is not feasible. The statement that you provided all necessary information and received nothing in return is inaccurate. In your case, you failed to select any of the *** appointment options we provided to you or request for assistance.
  
  We regret GovPlus was not able to meet your needs, at this time. 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, November 29th, 2023. 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:11/28/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I APPLIED ONLINE FOR A TSA PRECHECK WITH GOVPLUS ON NOVEMBER 10, 2023 WITH THE UNDERSTANDING THAT THEY WERE FEDERAL GOVERNMENT. I WAS CHARGED $97.00 ON 11/10/2023 AND I AM SEEKING A FULL REFUND FOR I BELIEVE TO BE A FRAUDULENT CHARGE.

  Business Response

  Date: 11/29/2023

  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 various avenues are available for reaching out to us. We request that you just reach out to us privately to discuss any questions or concerns you may have. The emails we sent you provide another channel to directly reach out to our team for prompt communication.
  
  Upon reviewing our communication log, we found an attempt to connect via chat on November 10th and. Regrettably, this interaction was abandoned before we could respond.
  
  As a public complaint has been submitted, we will attend to and resolve your concerns through the BBB platform.
  
  We would like to specifically respond to your statements: with the understanding that they were federal government.. and  I am seeking a full refund for I believe to be  a fraudulent charge".
  
  We advocate for responsible language use, particularly when using strong terms like "fraudulent. The employment of such terms must be substantiated by factual information or materials rather than stemming from an individuals oversights in reading, comprehension, or biased assumptions. It is of utmost importance to recognize that we have taken all the necessary steps to prevent any confusion or assumptions of government affiliation. Had you thoroughly reviewed our website in its entirety, you would have found ample information that dispels any potential confusion or assumptions regarding our status as a private company, our fees, and services. These informative disclaimers are prominently featured throughout our website.
  
  On 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 website.
  
  To aid in distinguishing, official government websites typically exhibit the label "official Government website." Additionally, their URLs commonly incorporate a '.gov' domain, and they often showcase various government seals in the upper corner.
  
  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'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.
  
  While we have been approached by the government for assistance in streamlining specific forms, our current focus remains exclusively on serving private customers. The absence of a centralized platform for multiple government applications on government websites adds to the confusion, as each agency operates under distinct regulatory frameworks. To address these challenges and provide a solution, we offer a private platform that simplifies and clarifies the independent management of various government processes.
  
  As previously stated, we have diligently implemented measures to ensure that our customers are comprehensively informed. We firmly believe that you had ample opportunity to meticulously review the disclaimers and value-added aspects of our services, inclusive of associated fees.
  
  It is crucial to point out that your decision to utilize our services on November 9th, 2023, was entirely voluntary. There was no coercion, obligation, or solicitation from our side for you to submit an application. The disclaimers have been explicitly outlined, and our stance on this matter remains firm. Following the review and processing of your application, you received an email prompting you to choose an appointment on November 10th. The available selections were based on the schedule's availability at that time. You have confirmed a schedule and the details were as follows: 
  
  Appointment Time:2023-11-17 10:00:00
  Appointment Place:**********************************************************************
  
  You launched our Chat Assistant on November 10th at 4:14 PM EST but you abandoned the connection. An email was sent to you on the same day at 9:49 PM EST with a customized appointment:
  
  Appointment Time: 11/17/2023 @ 10:00 AM (CST)
  Location: IdentoGO ****************************************************************************
  UE ID: ***********
  
  We want to clarify that the software fee of $97 encompasses the utilization of our patented software, specifically designed for precise completion of TSA application forms. It guarantees the accuracy of your application data, facilitates secure booking, and provides access to your personalized customer dashboard. Within this dashboard, you gain the capability to submit, file, and monitor various other forms that are presently available and might be introduced in the future. The spectrum of advantages extends beyond these, with specific benefits depending on the chosen product.
  
  Our primary objective is to ensure that customers understand and appreciate the comprehensive value and span of services encompassed by this fee. The one-click form autofill feature is a key component. It seamlessly applies to a myriad of forms: passport applications, birth certificates, and any other forms accessible on our platform, both now and in prospective updates. This streamlined approach facilitates the seamless completion of multiple forms, ensuring privacy, efficiency and convenience. Our services also include our complimentary and highly responsive customer service support. Internal assessments consistently affirm the exceptional speed and efficacy of our customer service operations.
  
  We regret that you may not currently recognize the full value of our offerings, we anticipate that this view might evolve in the future, particularly when considering different documents or the introduction of new products and features, a process we continually undertake. 
  
  Despite the completion and processing of your application, along with the service provided, we extend a full refund of $97 as a goodwill gesture. This refund was processed on November 29th, 2023, and an email confirmation has been sent and confirmed as received and opened at 11:31 AM EST. Please allow 1-3 business days for the refund to reflect in your account, considering varying processing times among banks.
  
  Although our response is very long, we felt it crucial to address each concern and fully explain each matter in detail for maximum understanding. We have taken all necessary measures to address your concern and processed the refund, deeming this matter fully resolved. If you have additional feedback or further inquiries, we encourage you to contact us privately. Feel free to reach out using the provided 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:11/27/2023

  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.

  On 11/26, I paid Gov+ a fee for a new *** precheck application service that claimed that it would save me "Hours of valuable time" and will simplify the *** pre-check application process, schedule my appointment for me, etc. I filled out the form and got an email that it was 'in process'. When I checked status today on the dashboard the company claims provides 'transparency to the process', it says it's in process and I'll be notified via email 'for further instructions'. Meanwhile, right after filling out that form, I went to the real *** site and filled out the SAME FORM in under 5 minutes and was able to schedule my appointment at that time for as soon as today 11/27. I can also log on to the *** website to get specific status on my application, versus the dashboard of Gov+ that claims to do the same thing but doesn't. Gov+ has failed to deliver any value that the service claims to provide. In fact, it's making the process longer while providing no transparency to the process other than "You will get an email at some point in time with some kind of information that you don't know now but that you will know when you get that email at some point in time". The "support" link in the website does not work - it just takes you to the same page where you launch support (a loop). The "?" link for help when logged in also doesn't work at all - it doesn't even loop you. So there is no way for me to work this out with the company direct. Therefore, I am filing this complaint with the objective to get my $97 refunded due to the failure to deliver any of the services/value/benefit the business claimed that it woud provide.

  Business Response

  Date: 11/27/2023

  Hello ******, 
  
  Thank you for reaching out to GOV+ via BBB. We place a high priority on customer satisfaction. If you have concerns or questions, we respectfully request you to communicate privately with us for clarification. Upon reviewing our communication log, we found 1 attempt to connect on November 26th via chat, of which were unfortunately abandoned by you therefore an agent was not able to help you. Avenues to contact us had always been readily available. Please note that emails sent to you also serve as an additional channel. You can use the provided contact information in those emails to get in touch with our team. As per your request, we have promptly issued a full refund.
  
  We would also like to extend our sincere appreciation for your understanding and patience regarding the recent temporary setback in our automated processing system; The surge in online application submissions for our offerings, particularly before and during the holiday period, resulted in an unprecedented increase in user activity on our platform.  This surge exceeded our initial projections, leading to an unexpected volume of users accessing our system simultaneously. Our dedicated development team is constantly working to optimize the system to prevent such occurrences in the future. Your feedback is invaluable to us, and we are committed to enhancing your experience with our platform. Should you find the need for our products and services in the future, you are always welcome to utilize them. Therefore, we agree to refund you.
  
  Once again, we deeply regret any inconvenience this may have caused you. Please be assured that we have successfully processed numerous applications without incident. We regret that you found the processing time below your expectations. Your understanding is greatly appreciated, and we remain committed to providing our customers with the high-quality service expected from us.
  
  In line with our commitment to  customer satisfaction, we have already processed a full refund of $97 to your charged account on November ********* at 2:55 PM EST. We can confirm that you have now received the refund confirmation details via email. Please keep in mind that we process refunds real time but bank processing times can vary, so please allow 1-3 business days for the refund to be processed. 
  
  We sincerely value your feedback and would be grateful to hear any further comments you may still have. Please do not hesitate to share your thoughts again 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 ********************************************************** Specialist
  **********************
  
  

• Initial Complaint

  Date:11/17/2023

  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.

  I applied online for a TSA Precheck with GOVPLUS on 11/06/2023 with the understanding that they were federal government... I was charged $97 on 11/7/23 and I am seeking a FULL REFUND for I believe to be a fraudulent charge. I am a senior citizen and on a fixed income and cannot afford a scam business to take my money illegally.

  Business Response

  Date: 11/21/2023

  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. Constructive dialogue plays a crucial role in understanding. We want to assure you that various avenues are available for reaching out to us. The emails we sent you provide another channel to directly reach out to our team for prompt communication. We request that you just reach out to us privately to discuss any questions or concerns you may have.
  
  Upon reviewing our communication log, we found attempts to connect via chat on November 6th and 13th. Regrettably, these interactions were abandoned before we could respond.
  
  As a public complaint has been submitted, we will attend to and resolve your concerns through this platform.
  
  We would like to specifically respond to your statements: with the understanding that they were federal government.. and  a scam business to take my money illegally".
  
  We advocate for responsible language use, particularly when using strong terms like "scam." and illegally. The employment of such terms must be substantiated by factual information or materials rather than stemming from an individuals oversights in reading, comprehension, or biased emotions. It is of utmost importance to recognize that we have taken all the necessary steps to prevent any confusion or assumptions of government affiliation. Had you thoroughly reviewed our website in its entirety, you would have found ample information that dispels any potential confusion or assumptions regarding our status as a private company, our fees, and services. These informative disclaimers are prominently featured throughout our website.

  While we have been approached by the government for assistance in streamlining specific forms, our current focus remains exclusively on serving private customers. The absence of a centralized platform for multiple government applications on government websites adds to the confusion, as each agency operates under distinct regulatory frameworks. To address these challenges and provide a solution, we offer a private platform that simplifies and clarifies the independent management of various government processes.
  
  On 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 website.
  
  To aid in distinguishing, official government websites typically exhibit the label "official Government website." Additionally, their URLs commonly incorporate a '.gov' domain, and they often showcase various government seals in the upper corner.
  
  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'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 is highly recommended for customers to diligently examine information; including disclaimers, notices, and business reviews from reliable sources, before committing to any transaction. This proactive approach ensures clarity and helps avoid potential misunderstandings or future issues. The act of blindly agreeing should not be construed as negligence or disinformation on the part of the company. Equipping oneself with information before engaging with these terms is paramount for the customers' best interests.
  
  As previously stated, we have diligently implemented measures to ensure that our customers are comprehensively informed. We firmly believe that you had ample opportunity to meticulously review the disclaimers and value-added aspects of our services, inclusive of associated fees.
  
  It is also important to establish that your decision to engage our services on November 6th, 2023, was entirely voluntary. There was no coercion, obligation, or invitation extended from our end for you to submit an application. After reviewing and processing your application, you were also prompted to select an appointment on November 8th via email. During this process, you were provided with a selection to choose from for the appointment date and time that suited your schedule. These selections were based on the availability at that time. You were sent multiple notifications for this matter as the *** does not reserve a slot and all open slots are assigned quickly on a first come first serve basis. You launched our Chat Assistant on November 6th and  13th at 2:49 PM, and both connections were abandoned. You launched our Chat Assistant the third time on the evening of November 13th at 7:41 PM EST , and  requested a customized appointment. These were the details you requested:
  
  Dates preferred: 11/20/2023, 11/21/2023, 11/22/2023 
  Preferred time: Any Central Time
  Preferred location: Nearest
  
  Please be advised that personalized bookings are diligently managed through manual processing. In cases where the requested date is unavailable at the preferred location, we actively seek alternative openings. Should the desired date and time not be open at the preferred facility, we provide alternative options at different locations. On November 16th at 11:09 AM, an email was sent to you containing the details of your preferred appointment:
  
  Appointment Date & Time: 11/20/2023 @ 10:50 AM (CST)
  Location: Staples XXXX S XXXXXXXXXX **, XXXX XXXXX, TX 7XXXX-65XX
  UEID: UZZY-5XXXXX
  
  The software fee of $97 is not solely allocated for the processing of your *** paperwork. We need to clarify that the *** product is JUST ONE facet of our comprehensive suite of offerings. We encourage you to thoroughly examine the entirety of our product portfolio. This fee encompasses the utilization of our patented software, specifically designed for precise completion of *** application forms. It guarantees the accuracy of your application data, facilitates secure booking, and provides access to your personalized customer dashboard. Within this dashboard, you gain the capability to submit, file, and monitor various other forms that are presently available and might be introduced in the future. The spectrum of advantages extends beyond these, with specific benefits depending on the chosen product.
  
  Our primary objective is to ensure that customers understand and appreciate the comprehensive value and span of services encompassed by this fee. The one-click form autofill feature is a key component. It seamlessly applies to a myriad of forms: passport applications, birth certificates, and any other forms accessible on our platform, both now and in prospective updates. This streamlined approach facilitates the seamless completion of multiple forms, ensuring privacy, efficiency and convenience. Our services also include our complimentary and highly responsive customer service support. Internal assessments consistently affirm the exceptional speed and efficacy of our customer service operations.
  
  We acknowledge your current perception of our company and services, and while we regret that you may not currently recognize the full value of our offerings, we anticipate that this view might evolve in the future, particularly when considering different documents or the introduction of new products and features, a process we continually undertake. 
  
  Despite the completion and processing of your application, along with the service provided, we extend a full refund of $97 as a goodwill gesture. This refund was processed on November 17th, 2023, and an email confirmation has been sent and confirmed as received and opened. Please allow 1-3 business days for the refund to reflect in your account, considering varying processing times among banks. Please be aware that the cancellation of the application and the refund of the software fee resulted in the cancellation of your scheduled appointment. You are free to restart your application at the official *** website and book a new appointment at your earliest convenience.
  
  We have diligently addressed your concerns and have taken all necessary measures to process the refund, deeming this matter fully resolved. If you have additional feedback or further inquiries, we encourage you to contact us privately. Feel free to reach out using the provided 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:11/16/2023

  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.

  GOV+ is a scam online service - PAID $97 for a TSA Precheck approval on 11/6/2023.Customers are misled thinking they are sending personal information to the federal government - REQUESTING A REFUND OF $97

  Business Response

  Date: 11/17/2023

  Hello *****, 
  
  Thank you for reaching out to GOV+ via BBB. We place a high priority on customer satisfaction. If you have concerns or questions, we respectfully request you to communicate privately with us for clarification. Constructive dialogue aids in understanding and resolving issues, avoiding the need for public complaints. Upon reviewing our communication log, we found 2 attempts to connect on November 13th via chat, all of which were unfortunately abandoned by you before we could respond. Avenues to contact us are readily available on the website. Please note that emails sent to you also serve as an additional channel for simply responding back to us. You can use the provided contact information in those emails to get in touch with our team. 
  
  Since a public complaint has been filed, we will address and resolve your concerns on this platform
  
  We would like to specifically respond to your statements: GOV+ is a scam online service and  Customers are misled thinking they are sending personal information to the federal government."  We request you to consider the use of the term "scam" with careful consideration and introspection. It is important to ensure that such strong language is used accurately and responsibly, especially when referring to businesses or services. It is of utmost importance to recognize that we have taken all the necessary steps to prevent any confusion or assumptions of government affiliation. On 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.
  
  While we have been approached by the government for assistance in streamlining specific forms, our current focus remains exclusively on serving private customers. The absence of a centralized platform for multiple government applications on government websites adds to the confusion, as each agency operates under distinct regulatory frameworks. To address these challenges and provide a solution, we offer a private platform that simplifies and clarifies the independent management of various government processes.
  
  To also help you differentiate, official government websites usually display "official Government website". And in the upper corner of their URL, they usually have a '.gov' domain, and feature various government seals. 
  
  The decision to utilize our services on November 6th, 2023, was entirely voluntary. After reviewing and processing your application, you were prompted to select an appointment on November 8th via email. During this process, you had the autonomy to choose an appointment date and time that suited your schedule and these selections were based on the availability at that time. You were sent multiple notifications for this matter. Please be aware that the *** does not reserve a slot and all open slots are assigned quickly on a first come first serve basis. You launched our Chat Assistant on November 13th, twice the connections were abandoned, and the third time at 7:32 PM EST , you requested a customized appointment. These were the details you requested:
  
  Dates preferred: 11/20/2023, 11/20/2023, 11/21/2023 
  Preferred time: 11/22/2023
  Preferred location: Nearest
  
  Please be informed that personalized bookings are meticulously handled and manually processed. We await openings if the requested date is not readily available at the preferred location. We also offer alternative locations should the desired date and time is not available at the preferred facility and available at a different one. Earlier today, November 16th , we sent you an email containing  your appointment details and these information are outlined below:
  
  Appointment Date and Time: 11/20/2023 @ 10:30 AM (CST)
  Location: Staples XXXX X XXXXXXXXXX Dr,  XXXX XXXXX, TX XXXXX-6XXX
  UEID: UZZY-XXXXXX
  
  We would also like to emphasize that we have taken all necessary measures to ensure complete transparency and clarity regarding our software fee and the exclusion of government fees. In order to achieve this, we have included a disclaimer in sections of our website and on our payment page that explicitly states, "Government fees are not included." This notice is prominently displayed directly below the payment amount, ensuring its visibility before MANUALLY entering any credit card information, agreeing to the terms and conditions and clicking Submit. 
  
  Allow us to clarify that our service fee fee of $97 covers the use of our privately owned proprietary software and access to your customer-specific dashboard to submit any other form. We also offer features free of charge such as customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants, and much more. Our patented autofill technology enables the seamless completion of government forms with a single click, which is a customer favorite. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike.
  
  By willingly permitting our assistance in scheduling an appointment tailored to your preferred date, time, and location, we trusted that you had thoroughly reviewed the disclaimers and comprehended the value-added features associated with our services and their fees. It is important to note that our value extends beyond the *** product, a fact that would have been evident had you perused our website. The explicit mention of the $78 government fee was also included in your appointment confirmation email, a deliberate measure to prevent any potential confusion.
  
  Our Terms & Conditions unambiguously state that "You *** request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is strategically in place to prevent any potential abuse of the refund system and to maintain the integrity of our services. We have taken meticulous measures to ensure that our customers are thoroughly informed about the disclaimer outlined in our terms and conditions. In your specific case, you have actively engaged with our software, benefiting from multiple selections and the opportunity for a customized appointment schedule tailored to your preferences. This is regarded as a rendered service in its entirety.
  
  We regret that you don't see value in our offerings as of yet, however, that *** change in the future when you are in need of a different document or new product or feature that we are constantly adding. If you do wish to use our products in the future please review the entire website and disclaimers, and understand them before you click with a checkbox prior to payment.
  
  Despite the application being processed and completed and the service provided on our end, please accept this refund as a gesture of goodwill. We have processed a full refund of $97 today, November 16th 2023. An email confirmation has also been sent. We have confirmed that it has been received and opened as well. Please allow 1-3 business days for the refund to reflect in your account, as processing times *** vary among banks. Please also know that the cancellation of the application entailed the cancellation of your scheduled appointment. You *** restart your application at the official *** website and book your appointment at your earliest convenience.
  
  We have taken all the necessary steps to address your concerns and processed the refund. 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
  **********************
  
  
  

• Initial Complaint

  Date:11/15/2023

  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 received a Govplus email in August of 2023 and Govplus informed me that my TSA Pre was expiring and that I could renew this service through them for a fee of $97.00.I provided all of my information to GovPlus and they accepted my $97.00 through my United Chase Credit Card ending in ****.They did not renew my membership as they had stated.I recently received an email from Universal Enroll TSA Pre stating:As a friendly reminder, your TSA PreCheck membership is due to expire on 02/15/2024. Renewing is quick and easy, and most members can renew entirely online. Renew today and keep your benefits for future travel!I reviewed my TSA account and verified that my account was not renewed even though I paid a fee of $97.00 to GovPlus.After reading many of the reviews on the BBB Website it is clear that I was taken advantage of by GovPlus. I am requesting a refund to my ********** ending in ****.

  Business Response

  Date: 11/16/2023

  Hello ******, 
  
  Thank you for reaching out to GOV+ via BBB. We place a high priority on customer satisfaction and respectfully request customers to communicate with us directly first rather than lodging a public complaint prior to even reaching out to us. Upon reviewing our communication log, we found 3 attempts to connect today via chat, all of which were unfortunately abandoned by you before we could respond. Going forward, please give companies an opportunity to resolve a concern before making a public complaint. Avenues to contact us are readily available on the website. When you. launch our chat assistant, you'll be prompted to confirm if you are a customer, and you'll have the option to call us directly.
  
  In your complaint, you mentioned receiving emails from us. Please note that these emails serve as an additional channel for reaching out to us. You can use the provided contact information in those emails to get in touch with our team. Since a public complaint has been filed, we appreciate the chance to address and resolve your concerns.
  
  You voluntarily submitted application on our website on August 16th, 2023. We want to clarify that your TSA PreCheck renewal application has been in the processing phase due to the lack of information. We sent you multiple emails prompting you to continue. We want to emphasize that applicants are responsible for providing specific details and meeting defined requirements. Lacking access to these vital particulars, we are unable to advance your application towards completion. It is crucial to recognize that processing an incomplete application is not a viable option. The statement that you provided all your information is inaccurate.
  
  We would also like to address your statement about being taken advantage of. We invite you to explore the numerous independent, verified positive reviews available on the BBB's website. These satisfied customers read our website in its entirety and fully understood and valued our services. As of November 15th, 2023, 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 to many individuals.
  
  Our company is named GOVPLUS because we provide services and features that extend beyond the offerings currently provided by the government. Our scope is not limited to TSA PreCheck; it encompasses a broader range. Furthermore, we continuously introduce new products based on popular requests from our customers. We value customer feedback, and their requests shape our ongoing developments.
  
  GOV+ stands out as the sole company that facilitates the centralized management of all government forms on one platform. The unique feature of completing multiple forms (available on our platform) with just one click sets us apart. We are excited about the upcoming releases planned for the next few months and remain committed to enhancing our offerings to meet the evolving needs of our customers.
  
  It is essential to recognize that the independent application or the traditional approach for TSA PreCheck or any other government filing is indeed a viable and feasible option. The apparent simplicity of the process becomes evident when equipped with accurate forms and proficiency in processes. This ease of perception is, oftentimes, only in hindsight. Our objective is to extend assistance and convenience to those who may find value in such support and we acknowledge the diversity of individual situations.
  
  We regret GOV+ was not able to meet your needs, at this time. 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, November 15th, 2023. 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 and we can confirm the delivery and the email being opened at 4:22 PM EST.
  
  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: 11/16/2023

   
  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:11/13/2023

  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.

  On October 1, 2023, I decided to renew my *** Precheck, which is about to expire any day now. The Gov+ website popped up, and looked like it was the official site to renew *** Precheck. It charged me $97, which was $27 more than my husband paid recently to renew, but I thought the cost included the renewal of *** Precheck. However, when I checked, my *** Precheck was not renewed. Then I got an email from Gov+ saying I still needed to pay the fee for the *** Precheck. I held off in hopes I could figure it out, but there is nothing that explains why Gov+ took my money and then wanted $70 more, I paid the additional $70 fee to Gov+, deciding at this point I have no choice, but I believe it is a scam. There is absolutely no reason that I would need to pay an additional $97.

  Business Response

  Date: 11/16/2023

  Hello *****, 
  
  Thank you for reaching out to GOV+ via BBB. We place a high priority on customer satisfaction and respectfully request customers to communicate with us directly first rather than lodging a public complaint prior to even reaching out to us. We have researched our communication log and found no attempts from you to contact us directly about this concern, not via chat, phone or email. Going forward, please give companies an opportunity to resolve a concern before making a public complaint. Avenues to contact us are readily available on the website. It is on the CONTACT US tab.
  
  We appreciate the opportunity to address and clarify your concerns. It is important to understand that had you thoroughly reviewed our website in its entirety, you would have found ample information that dispels any potential confusion regarding our fees, and services. These informative disclaimers are prominently featured throughout our website. Our company is called GOVPLUS because we offer services and features that go beyond what the government currently provides. In addition, we are adding a suite of new products all the time by popular request from our customers, they ask and we are listening. GOV+ is the only company offering the management of all your government forms in one place and that can be completed (that we have on our platform) in one click and we are excited for what we are rolling out in the next couple of months. 
  
  Although we have been contacted in the past by the Government to assist with streamlining certain forms, we have chosen to remain a provider to our private customers only at this time. Our website homepage, www.govplus.com, clearly and boldly states close to the top that we are "Not the government, just a helpful private company. This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  We need to clarify your decision to use our services on October 1st 2023 was entirely voluntary and the $97 fee was for using our software but we understand that you must have missed the bold disclaimer on our website and payment page that government fees are needed to complete certain applications. The $70 fee is a mandatory requirement for *** PreCheck online renewal applications. We collect this fee for eligible applications and should be paid when prompted so we can also promptly settle the fee with the *** and renew on your behalf.
  
  In all transactions, we prioritize transparency. This disclaimer Government fees are not included  is prominently displayed below the amount to be paid, in bold, before you manually enter your credit card information. We take great care to ensure that our customers are well-informed about the associated fees. 
  

  After submission, your application was processed and was under eligibility review. On October 3rd, you were sent notification to pay the government fee. According to our records, it shows that the email was delivered  and was opened. At this point, since the mandatory government fee was not paid, your application was  still considered incomplete. 
  
  Please know that customers always have the choice. And in this case,  there's really no need to formulate or adopt any explanations. If you wish for a refund, kindly request it from us directly without scam accusations and we will promptly process it for you. We wish to emphasize that there have been several weeks available for you to contact us for clarification or to verify information. However, you chose to not reach out to us and opt to file a BBB complaint instead.
  
  On November 13 you complied and paid the government fee allowing us to move forward with processing your *** PreCheck renewal application. Because we value your satisfaction, we have processed your *** PreCheck renewal. We also issued  a full refund of the GOVPLUS software fee of $97 to your charged account today, November 14th, 2023 despite the application being processed and the service completed. 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 also be on the lookout for your KTN renewal confirmation via email. It should be sent to you within 3 - 5 days, the soonest. But it can take up to 60 days depending on the volume of applications and the speed of processing by the ***. Please know that processing times at the *** Agency are NOT in our control.
  
  We believe we have effectively addressed your concerns and resolved the matter through these actions. As such, we consider this matter to be fully resolved and closed.
  
  Even though, you were dissatisfied with the *** product please know that GOV+ is constantly adding new products and if you feel at a later time you value convenience, simplicity, speed and all applications submitted on our platform stored and easily managed in one place with the convenience that the features our software provides we invite you to reconsider using our services in the future.
  
  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: 11/16/2023

   
  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,
  
  *********************