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:11/13/2023

  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.

  On 11/02/2023 I used the GOVC+ web site to submit my application for TSA Precheck. Information on the site indicated there was a fee for using their software but only after payment of $97 I realized the fee didnt include government $78 charge.

  Business Response

  Date: 11/14/2023

  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 via chat, phone or email. Going forward, please give companies an opportunity to resolve a concern before making a public complaint. In addition, there's really no need to formulate or adopt any explanations. If you wish for a refund, kindly request it from us directly and we will promptly process it for you. Simply allow us the opportunity.
  
  We tried to contact you via phone today, November 14th, at 12:42 PM EST, to discuss privately; However, we were unable to reach you, so we left a voicemail and sent you an email addressing your concern of a refund. Moving forward, you can reach out to us at your convenience through our website's "CONTACT US" tab. As stated in both voice message and email,  we have already processed a full refund of $97, and an email confirmation has been sent to you.
  
  Since a public complaint has been filed, we are obligated to provide a public response, 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.
  
  We need to clarify your decision to use our services on November 2nd 2023, was entirely voluntary and your application was processed and reviewed. On November 3rd, you were sent notifications to choose an appointment based on the schedules available at that time. Please know that the appointment schedules are subject to changes and availability. Your first option was already taken so you were provided a chance to pick a different one. Your appointment was booked and confirmed on November 4th and the appointment confirmation stated the following in verbatim: 
  
  Hello *****,
  Your appointment is confirmed
  Please be prepared to pay the $78 government fee. Acceptable payment methods include credit card, debit card, money order, company check, or certified/cashiers check.
  
  And your booking details were the following: 
  
  Appointment Time:2023-11-16 09:30:00
  Appointment Place:*****************************************************************************
  
  You are fully aware that 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 $78 fee is a mandatory requirement for new *** PreCheck applications. We do not collect this fee and should be settled in person on the day of the appointment. 
  
  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. In your case ,the $78 *** fee was also clearly mentioned in your appointment confirmation email sent on November 4th.
  
  Our Terms & Conditions, which, again, you agreed to  also explicitly state that "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." and in your case your application had been processed and an appointment booked for you. We have taken diligent steps to ensure that our customers are well-informed about the disclaimer contained in our terms and conditions. This policy is implemented to deter any individuals from attempting to exploit the refund policy to gain access to free services.
  
  It is of paramount importance to act with integrity by covering the costs for the services that have been received, rather than utilizing these services and subsequently seeking a refund. We want to emphasize that using our software for your *** PreCheck application, which led to the selection of an appointment confirmed by you, is regarded as a rendered service in its entirety.
  
  We wish to emphasize that there have been several days 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.
  
  We value customer satisfaction above all so we have processed a full refund of $97 to your charged account today, November 14th, 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 have confirmed it has been received. A gentle reminder that the cancellation and refund entail the cancellation of your booked appointment as well. You may visit the *** website to resubmit your application and select a new booking at your earliest convenience.

  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.
  
  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
  **********************
  

  
  

• Initial Complaint

  Date:11/13/2023

  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.

  Unfortunately I didn't know what else to do because I can't find a way to actually contact them when using their service to renew a lost passport that's also expired I paid the $57 new client fee for gov plus plus the 165 for the state however I cannot contact them to let them know that their system glitched out halfway through the first application and started to applications one that needs to be refunded to the credit card used for the $57 that was charged twice other than that the other charges are legitimate as long as they provide actually within the 12 weeks my passport please help

• 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.

  Im applied for my passport July 5th and was told that my application is on the way and thats the last I heard from anyone. The tracking on **** has said, Label Created, Not in System for the last 5 months. Im about $200 in the hole and I havent had any emails returned. I went to the *********** and they told me nothing is in their system. I have no clue where to go from here.

  Business Response

  Date: 11/14/2023

  Hi *****, 
  
  We extend our sincere apologies for any inconvenience and truly appreciate your patience throughout this process. We understand the frustration caused by the unfortunate loss of your package by ***** Once dispatched, collected, and scanned, our ability to influence its status is limited to tracking.
  
  As of November 14, 2023, we've reprocessed your application, and it's currently in preparation for shipment. Please allow 3-5 days for transit once the package is fixed. You can track the status by logging into your dashboard. A gentle reminder to review the requirements outlined in the instruction sheet included in your package. Additionally, you can conveniently book your appointment at the nearest facility using your dashboard. If you need assistance please reach out to us directly and we can walk you through the process.
  
  In addition, we observed a duplicate application submitted on November 10th. The application was missing information. Since it was a duplicate, we canceled it and refunded the $57 charge. An email confirmation has been sent; kindly confirm its receipt. While our refund process is real-time, please allow 1-3 business days for the refund to reflect in your account, as bank processing times may vary.
  
  We hope that we addressed your concerns- and deeply apologize for this issue. We will be following up with you in 5 days to ensure you were able to complete and ship out your passport application. Your **** tracking number is in the private dashboard. We appreciate your business and assure you that what you have experienced is unfortunate but your application is on its way now. Your understanding is greatly appreciated.
  
  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 **************************************************************** 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,
  
  *******************************

  Customer Answer

  Date: 12/21/2023

  This is the second time I had to submit a complaint against Gov+. I applied for my passport in July 2023. We are on 6 months without a passport. Gov+ blames ***** **** blames Gov +for mislabeling. No one wants to take responsibility. I have been emailing Gov+ with a response were looking into the matter but nothing is resolved. No communication. The passport is in limbo and I been asking for a refund. Im about 200 in the hole and I cant even apply for another passport. Help BBB

  Business Response

  Date: 12/26/2023

  Good morning. We want to inform you that we have fulfilled our commitment to reprocess the package and ****** it, even though it has not been returned to us. We covered the expenses for the label and shipping. It appears that the customer provided an incomplete address. We just decided to refund his Passport fee in full.
  

  Business Response

  Date: 12/26/2023

  Dear *****,

  We want to inform you that we have fulfilled our commitment to reprocess the package and ****** it, even though the first package has not been returned to us. We covered the expenses for the label and shipping. It appears that the address you provided was as incomplete address as it did not have a unit / suite / apartment number. We have processed a full refund of your passport fee. The email confirmation has been sent to you. Please acknowledge upon receipt. We sincerely apologize for the inconvenience.

  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: 12/27/2023

   
  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:11/11/2023

  Type:Delivery 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 10/30/23 I completed the *** Precheck application and paid $97. I have not received any document as promised and found out that this is a scam and I am asking for a refund. Please help.

  Business Response

  Date: 11/13/2023

  Dear Mr and ********************, 
  
  Thank you for taking our call today, November 13th, at 2:31 PM EST, to discuss this matter privately. We value the opportunity to address your issue discreetly. As agreed, we'd like to reiterate that we've already processed a full refund of $97, and an email confirming the refund has been sent to you.
  
  As discussed as well, our processing of refund is real time but please allow 1-3 business days for your refund to be posted to your account as bank processing times vary. We have confirmed the delivery and receipt of the refund confirmation email. 
  
  Your public complaint has given us an opportunity to address your concerns, and we truly appreciate the chance to resolve this for you. However, going forward we encourage the opportunity to come to us directly first to ensure any issues are promptly resolved, to allow us the opportunity as well as without the need for a public discourse. At GOV+, customer satisfaction is a top priority. It's essential to clarify that BBB is not an official support channel for GOV+, so we recommend reaching out to us directly for more efficient assistance.
  
  Please know that we are not a scam. We are a legitimate private company, fully registered under state and local laws. We provide assistance to customers looking for help in filling out various government applications. We regret that your experience with us was not to your standards and hope that if you need any assistance in the future you give us another opportunity. 
  
  We deeply care about your opinion and if you wish to share more feedback or have any further questions or concerns or use of our other applications, 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: 11/15/2023

   
  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:11/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for passport and tsa and it was 4-5 months ago finally got tracking for a passport it was just a shipping label that never was shipped finally gave up then one day said delivered but it never was I contacted gov+ said I would get a response and they would make it right that was over ***** days ago and still no passport

  Business Response

  Date: 11/16/2023

  Hello ******, 
  
  We sincerely apologize for any inconvenience and deeply appreciate your patience throughout this process. It's unfortunate that the **** lost your package, despite the **** tracking info reporting it was delivered to you but in fact was not. Please understand that once a package has been shipped out, collected and scanned by ****, our ability to influence its status is limited to tracking.
  
  While it's beyond our control once the package is in transit, we are actively preparing the reprocessing your passport application. We acknowledge that, upon your report of not receiving the passport application, one of our agents mistakenly moved your application to reprocess instead of reship, causing a delay in your passport photo update within our system. Although the loss of your package by **** was not within our control, the error of deleting your passport photo was indeed on us.
  
  To rectify this, please give us the most convenient for you. We would like to assist you in retaking and uploading your passport photo promptly so that we can reship your passport application without further delay. We understand the inconvenience caused, and as a gesture of goodwill, we will issue a full refund due to this error. However, processing the refund now would void your application and the associated checks.
  
  Once your passport is received, we will proceed with the refund. However, if you prefer an immediate refund, we can process it, but please be aware that it will void your application. Our primary goal is to ensure we address this situation appropriately and provide a satisfactory resolution for you. Please let us know your preference, and we'll proceed accordingly.
  
  Once we receive your correct passport photo we can ship out your application ASAP. We are with you and we understand your eagerness to complete this application and receive your passport. 
  
  Your understanding and cooperation are greatly appreciated as we work together to reprocess your application.
  
  Sincerely, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:11/08/2023

  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 filled out an application for what I thought was a government application for TSA pre-check not knowing that this was just a company that files paperwork for you and was charged $97 for something I could have easily done on my own. I am seeking a refund and this was completely misleading

  Business Response

  Date: 11/09/2023

  Hello ******,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels for any questions or concerns you might have.
  
  We place a high priority on customer satisfaction and respectfully request customers to communicate with us directly first rather than lodging a public complaint. We have researched our communication log and found no attempts from you to contact us directly via chat, phone or email. Going forward, please give companies an opportunity to resolve a concern before making a public complaint. In addition, there's really no need to formulate or adopt any explanations. If you wish for a refund, kindly request it from us directly and we will promptly process it for you. Simply allow us the opportunity.
  
  We made an effort to contact you today, November 8th, at 9:09 PM EST via phone, with the intention of discussing your concern privately. We were unable to reach you, so we left a voicemail to ensure you have the opportunity to get in touch with us. Please remember that you can reach out to us again at your convenience through our website's "CONTACT" tab. Additionally, we'd like to inform you that we have already processed a full refund of $97, and an email confirmation has been sent to you.
  
  Your public complaint has prompted us to provide a public response, and 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 or assumptions regarding our status as a private company, our fees, and services. These informative disclaimers are prominently featured throughout our website.
  
  Our website, www.govplus.com, prominently states near the top of the homepage: 'Not the government, just a helpful private company.' This position is consistently maintained, and our use of the '.com' domain underscores our status as a private entity. Furthermore, at the bottom of our website, it's reiterated that we are a private company. Throughout our homepage, this information is consistently reiterated. For your reference, official government websites typically feature a label in the upper corner of their URL stating "official Government website." They also use a '.gov' domain and display various government seals. We've implemented these measures to prevent any confusion or assumptions of government affiliation.
  
  We've also taken meticulous steps to ensure that our customers are well-informed and fully aware of the purpose of the fees and any additional charges that might be required to complete an application. It's also important to note that the manual entry of your payment information is a necessary step to initiate an application. This process involves the deliberate input of payment details, followed by a prominently displayed, bold disclaimer stating "GOVERNMENT FEES ARE NOT INCLUDED," your consent to our terms and conditions, and an intentional click on the "submit" button.
  
  We need to clarify your decision to use our services on November 7th 2023, was entirely voluntary. And as mentioned, we have taken necessary steps to ensure that our customers are fully aware and trust that you had the opportunity to thoroughly review the disclaimers and value-added aspects of our services, including associated fees.
  
  The software fee of $97 was not just for filing your TSA paperwork. Please know that the TSA product is not the only product we offer and we invite you to review our full suite of products. It covers the use of our patented software for accurately filling out TSA application forms, ensuring the accuracy of your application data, securing booking and granting access to your customer dashboard. This dashboard allows you to submit or file and track various other forms we currently offer and *** introduce in the future. There are a range of other advantages that *** vary depending on the specific product you choose. 
  
  Our aim is to ensure that you have a comprehensive understanding of the value and scope of the services included in this fee. Our one-click form autofill feature extends beyond TSA Precheck; it applies to various forms, such as passport applications, birth certificates, and any other forms available on our website now and in the future. This simplifies the process and allows you to complete multiple forms with ease. We offer various extra features, including our complimentary and highly responsive customer service support. Our internal assessments consistently confirm the exceptional speed of our customer service.
  
  We value your perspective and as mentioned on the voice message, we have processed a full refund of $97 to your charged account today, November 8th, 2023. 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 *** vary. An email containing the refund confirmation details has been sent to you, and we can confirm that it has been delivered and received. 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.
  
  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 *** 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:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Gov+ $97.00 on November 6 for TSA Pre-Check enrollment.I was sent an appointment notice which didn't include a time which raised my suspicions.I then researched Gov+ to find that there is NO relationship with the US GOVERNMENT. This misleading company is scamming Americans who wish to enroll in TSA Pre-Check. This company is ACTING as a representative of the government and charging $97 to make a free government appointment.I request a full refund.

  Business Response

  Date: 11/09/2023

  Hello *****, 
  
  Your public complaint has given us an opportunity to address your concerns, and we truly appreciate the chance to engage with you. However, we encourage direct communication with us to ensure any issues are promptly resolved without the need for a public discourse. At GOV+, customer satisfaction is a top priority. It's essential to clarify that BBB is not an official support channel for GOV+, so we recommend reaching out to us directly for more efficient assistance.
  
  We made an effort to contact you today, November 8th, at 12:34 PM EST via phone, with the intention of discussing your concern privately. We were unable to reach you, so we left a voicemail to ensure you have the opportunity to get in touch with us. Please remember that you can reach out to us again at your convenience through our website's "CONTACT US" tab. Additionally, we'd like to inform you that we have already processed a full refund of $97, and a refund email confirmation has been sent to you.
  
  We understand your concern regarding the appointment details that were sent to you, which included the location and date but not the specific time you selected. We apologize for any confusion this *** have caused, and it wasn't our intention to create suspicion. We appreciate that you researched our company, but we'd like to clarify your assumption you made that we are affiliated with the government
  
  We'd like to address your statements, "I then researched Gov+ to find that there is NO relationship with the ** GOVERNMENT. This misleading company is scamming ********* who wish to enroll in *** Pre-Check." We recommend using the term "scam" carefully. It's crucial to understand that our services are entirely legitimate. GOV+ is a private company, completely separate from the *** agency. We suggest taking the time to fully grasp the services we provide before making any assumptions.
  
  To help you differentiate, official government websites usually display "official Government website" in the upper corner of their URL, have a '.gov' domain, and feature various government seals. To prevent any confusion or assumptions of government affiliation, we've taken significant measures. 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, it's reiterated that we are a private company. This information is readily available throughout our homepage.
  
  The decision to utilize our services on November 6th, 2023, was entirely voluntary. During this process, you had the autonomy to choose an appointment date and time that suited your schedule. After making your selection and confirming the schedule that was most convenient for you, an email confirmation was sent to you. When you contacted us yesterday, November 7th via live chat, you stated that we booked you an appointment but did not provide a time which was inaccurate. We want to clarify again that we did not book you an appointment. The schedule was selected and confirmed by you. Our agent **** assisted you and provided you with the time you have selected and the rest of the appointment details. Below are the appointment details you had selected:
  
  Appointment Time: 11/13/2023 @ 11:20 AM (CST)
  Location: IdentoGO *************************************************************************
  

  We also make sure to keep everything transparent, particularly when it comes to costs. That's why we put a clear disclaimer on our payment page that says, "Government fees are not included." You'll see this statement highlighted in bold, right below the payment amount. This is visible before you agree to the terms and conditions, manually enter your credit card information, and submit it. We want you to have all the information you need to make informed decisions.
  
  The service fee of $97 was not a charge to book you an appointment with the ***. It covers the use of our privately owned proprietary software and access to your personalized customer dashboard, where you can check and track the status of your application  and conveniently submit various forms. It is for our patented autofill technology, which allows one-click completion of government forms, and is a customer favorite. This technology is at the heart of our platform and sets us apart from both competitors and government websites. Our customer service assistance with pre-enrollment, customized booking or rescheduling of *** appointments for new applicants is free. Our company, GOVPLUS, is named as such because we offer services and features that go beyond what the government currently provides.
  
  We've been contacted by the government in the past to assist in streamlining certain forms, but we've made a deliberate choice to exclusively serve our private customers for the time being. No government website currently offers a platform for multiple government applications in a single location. Each government agency operates within specific regulatory frameworks, contributing to the confusion about where to find particular forms and how to submit them for processing. It's precisely to address these challenges, among others, that we aim to provide simplicity and clarity for independently managing various government processes in a private manner.
  
  Please keep in mind that the *** product is not the only product we offer and we invite you to review our full suite of products and value added services. We regrettably understand 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. 
  
  We highly prioritize customer satisfaction and we have processed a full refund of $97 to your account today,  November 8th, 2023. Even though the application was processed, completed and appointment set for you, essentially our services were provided as promised, we offer this refund as a gesture of goodwill. 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 *** vary. You should have also received an email containing the refund confirmation details. Should you find the need for our products and services in the future, you are always welcome to utilize them again. Your satisfaction remains our priority.
  
  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:11/06/2023

  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.

  applied online on 9/22/23 for TSA precheck using govplus web site, filled out everything paid $97.00 and never received it! unable to reach live rep only Bots!

  Business Response

  Date: 11/07/2023

  Hello ********,
  
  We apologize that you had difficulty completing your TSA PreCheck application. We looked into your application and found that much of the information was missing. We sent you a few emails between 9/22 and 9/23 about your purchase. These detailed how to log into our system to check your application and prompted you to complete your application to get an appointment. Unfortunately without that additional information we cant complete the process and set up an appointment for you. 
  
  On November 6th, you chatted with our GOV+ AI Assistant and  provided basic information on how to access your application. It also prompted you to reply if you needed anything else. Unfortunately, you didnt respond further which would have routed you to one of our agents. Im sure our team of professionals could have resolved this for you had they been given the opportunity. 
  
  We tried reaching out to you yesterday by phone to work out a resolution and were unable to get in touch with you. We have issued a full refund since you were unable to complete your application. If you would still like to complete the process with us, give us a call and we would be glad to do it free of charge. 
  
  We have processed a full refund of $97, to your charged account today, November 6th, 2023. 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 its delivery and the email being received and acknowledged at 4:06 PM EST. .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.
  
  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:11/04/2023

  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 received an ad last night to have my passport renewed. My husband and I have been talking about needing to renew our passports, so we thought that was perfect timing. I began filling out the paperwork, and it asked every question possible regarding all of my information. I had to submit a payment for three different things. First I had to submit a payment for the passport, followed by another few to process this info, followed by an additional fee to renew my TSA pre check. I just checked my email, and I have received 6 emails asking me to finish my application process. I became suspicious and googled the company. Now I am fearful that my identity has been stolen. I am freaking out. What can I do?

  Business Response

  Date: 11/06/2023

  Hello *****, 
  
  We prioritize customer satisfaction and kindly encourage our customers to engage in direct communication with ** instead of resorting to negative public reviews, such as doing it here via BBB. We would like to clarify that this communication channel is not an official GOV+ support channel.
  
  Your public complaint has prompted us to provide a public response, and we appreciate the opportunity to address and clarify your concerns.
  
  We place a high priority on customer satisfaction and respectfully request customers to communicate with us directly first rather than lodging a public complaint. In this situation, there's really no need to formulate or adopt any explanations. If you wish for a refund, kindly request it from us directly and we will promptly process it for you. Simply allow us the opportunity.
  
  We understand that privacy and security are of utmost importance to you, and we want to assure you that we take these matters very seriously. GOV+ uses bank-level, 256-bit TLS encryption to protect our customers' information. Our suite of robust technologies and procedures ensures that your applications are securely managed and processed. We also value our customers' confidentiality and will not share your personal information with any third parties as per our terms & conditions, except for government entities that you have authorized us to work with. You *** revisit our website and click on the Security & Privacy tab. We take our responsibility to protect your information seriously, and we remain committed to upholding our legal and ethical obligations.
  
  We'd also like to address your concerns about the results of researching our company. As a customer, you have every right to investigate a company and its background. 
  
  Please be aware that the BBB primarily deals with complaints and currently lacks an equivalent ranking system for positive reviews. We regret that you *** have given more weight to the limited negative complaints rather than the substantial volume of positive reviews that highlight the experiences of our satisfied customers.
  
  In fact at this moment, we are proud to maintain a significantly high overall review rating and feature genuine customer testimonials. As of today, November 4th, 2023, we have accumulated a total of ***** reviews on BBB alone. Considering the fact that we have served thousands of customers in the last three years, it's noteworthy that only a very small number of these reviews have been complaints. We understand the value of reviews, but it's essential to recognize that they *** not always offer a complete and accurate representation of our services. There is always the possibility that a customer might exaggerate certain details in their review or complaints with the expectation of receiving some form of compensation even though it is not necessary. Therefore, we recommend taking the time to explore all available review sources to gain a more comprehensive understanding of our company, rather than exclusively focusing on negative BBB complaints that *** align with preconceived biases. We still want to assure you that we hold trust in high regard in all of our business dealings, regardless of how you *** perceive our company.
  
  All the information you needed is readily accessible throughout our website, and you had the means to contact us directly. On November 3rd, 2023, at 11:39 PM EST, you created an account and submitted applications for both a passport renewal and TSA PreCheck.
  
  It's important to clarify the charges you mentioned:
  
  $57 for passport renewal and $77 for TSA PreCheck - GovPlus Software fees: These fees cover the use of our patented software, which includes our highly-praised autofill technology, enabling the seamless completion of government forms with a single click. It also encompasses the process of filling out application forms, ensuring the accuracy of your application data, and granting access to your customer dashboard. This dashboard is designed to allow you to submit various other forms we currently offer and *** introduce in the future. Furthermore, we offer several additional features, including swift and responsive customer service assistance for all our services, both existing and forthcoming. Our internal testing demonstrates that our customer service is notably faster.
  
  $130 - Passport fee: This fee is a mandatory requirement for passport renewal applications and is charged by the U.S. government. In all transactions, we prioritize transparency. On our payment page, we provide a disclaimer clearly stating "Government fees are not included." This disclaimer 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.
  
  You reached out to us via chat this morning November 4th 2023 at around 10:36 AM EST,  inquiring about being instructed to sign your application form. Our chat support agent **** addressed your concern and directed you to check your email so you can proceed with the application. You were also informed that the application will move forward once the application has been signed. Another one of our representatives reached out to you via phone call  multiple times today and we are grateful for your time in taking both calls. Our agent ,**, assured you during this phone conversation today at 2:01 PM EST about the legitimacy of our company and the services we provide and even offered to assist you in continuing your application. Your response was to be called back in 15 minutes because you were checking our reviews online. As per your request, MJ promptly called you back as scheduled and offered her assistance with your application. You declined this offer and expressed your intention to dispute the charges and accusations related to being scammed. In response to this situation, your application was canceled, your information being deleted from our system and the associated fees were refunded in full. 
  
  As mentioned, we highly prioritize customer satisfaction and based on your complaint, you do not see the value in convenience, saving time and filling out forms in one click at this time. We have processed full refunds of $57 , $130 and $77 , totaling $264, to your charged account today, November 4st, 2023. 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 *** vary. An email containing the refund confirmation details has been sent to you, and we can confirm its delivery and the email being received and acknowledged at 3:34 PM EST. We also processed your request to delete all your personal data in our system. 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.
  
  We value your feedback and would be grateful to hear any further comments you *** still have. Please do not hesitate to share your thoughts with us privately. You can reach us again 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:11/01/2023

  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.

  Well let me start by saying. Have you read all the complaints by all the other consumers who have been mislead and taken by this so called company. If not please do. They all have a common theme in that this so called company is bad news. My story with this deceiving so called business is the same as all the others. My wife and I used their web site thinking we were applying for our TSA precheck and paying $97 each to obtain it. Get to the finger print processing location and they say "That will be $78 each please" We say but we already paid $97 how can that be? They say "I am so sorry but you have been scammed and your personal information may of been compromised. We have seen this many times before". Gov plus please do not give me one of your canned responses that you gave all the other complainants. Just give me my $194 back.

  Business Response

  Date: 11/02/2023

  Dear *****************************,
  
  We prioritize customer satisfaction and kindly encourage our customers to engage in direct communication with ** instead of resorting to public complaints, such as doing it here, via BBB. We would like to clarify that this communication channel is not an official GOV+ support channel. We highly value your feedback and have carefully considered it. In the current context, there is no necessity for elaboration or justification.
  
  Should you desire a refund, we kindly ask that you make the request, and we will promptly facilitate the process. We simply request the opportunity to address your concerns directly. We value your perspective, and as a goodwill gesture, we have processed 2 full refunds of $97, totaling $194, today, November 2nd, 2023.
  
  According to our records you or your wife did not make any attempts to communicate any dissatisfaction with us directly other than this public BBB complaint.
  
  The people who conduct interviews work for a third-party private company called IDEMIA, which owns IdentoGO. Neither are direct government employees or agencies. These non-government employees *** be unfamiliar with our business and practices, leading to inaccurate claims about GovPlus and causing unnecessary concerns for our valued customers.
  
  It's crucial to note that the US Government has not granted exclusivity in the submission of *** applications, allowing GovPlus, like any other provider, to assist with *** applications at this time. Please be aware that IDEMIA, which owns IdentoGO, is also a privately-owned company, similar to GovPlus, and functions as a competitor in the *** application industry. If you have any further questions about our credibility, we encourage you to contact us directly.
  
  Your public complaint has prompted us to provide a public response, and we appreciate the opportunity to address and clarify your misunderstanding. As you have aptly outlined in your complaint, both you and your wife applied for *** PreCheck on distinct dates, October 25th and 27th, respectively. In utilizing our platform and software, you both successfully secured confirmed bookings, albeit for separate dates. The appointment details were as follows:
  
  For your wife , *******:
  

  Appointment Time:11/1/2023 @ 11:40 AM (CDT)
  Location: IdentoGO XXXX XXth Ave #XXXB
  XXXXXXX, WI XXXXX-XXX7
  UE **************
  

  For you: 

  Appointment Time: 11/3/2023 @ 8:40 AM (CDT)
  Location: IdentoGO XXXX XXth Ave #XXXB
  XXXXXXX, WI XXXXX-XXX7
  UE **************
  
  We would like to provide a clear clarification regarding the $97 fee that both of you paid for each application. It's important to note that this fee does not encompass the *** PreCheck fee, and this was explicitly disclosed when paying for our service and in the email you received when confirming your appointments. The fee is not for the booking itself but rather covers the utilization of our patented software, which ensures the accurate completion of *** application forms, verifies the accuracy of your application data, and grants access to your customer dashboard. This dashboard allows you to submit various other forms that are currently available and *** be introduced in the future.
  
  Our one-click form autofill feature extends beyond *** PreCheck; it encompasses various forms, including passport applications, birth certificates and more. This simplifies the process and allows you to complete multiple forms with ease. Furthermore, we provide several additional features, including swift and responsive customer service assistance for all the applications we offer. Internal tests indicate that our customer service is notably faster. In addition to the advantages of customized appointment booking or rescheduling options for new applicants. Our services extend to customized bookings, particularly in situations where spouses or relatives seek to secure appointments on the same date with minimal time gaps between them. There are a variety of other benefits that *** vary depending on the specific product you select. Our objective is to ensure that you have a comprehensive understanding of the value and breadth of the services covered by this fee.
  
  It is also essential to emphasize that your data remains secure with us. We employ bank-level, 256-bit TLS encryption to safeguard your personally identifiable information. It's important to note that our employees do not have access to this database, further ensuring the protection of your data. We take great pride in delivering high-quality services and maintaining a secure and reliable platform for all our clients. Our software and related services have garnered significant acclaim from a wide range of individuals, including but not limited to actual government employees, military personnel, and professionals in related fields, all of whom have expressed their high satisfaction with our offerings.
  
  Had you conducted a comprehensive review of our website, you would have encountered an abundance of information designed to dispel any potential misconceptions or assumptions regarding our identity as a private company, our fee structure, and the services we offer. These informative disclaimers are prominently displayed throughout our website. Or you could have reached out to us directly, the Contact Tab is visible on the website. 
  
  Our commitment to ensuring that our customers are well-informed extends to the transparent presentation of the purpose of fees and any additional charges that *** be associated with the application process. It is imperative to recognize that the manual entry of payment information is an essential step to initiate an application. This process entails the deliberate input of payment details, accompanied by a prominently displayed, bold disclaimer explicitly stating "GOVERNMENT FEES ARE NOT INCLUDED." It also includes your acknowledgment of our terms and conditions, culminating in an intentional click on the "submit" button.
  
  It is also important to address your statement all the complaints by all the other consumers. Please understand that when referring to others who have filed complaints with the BBB, the Better Business Bureau is primarily designed to receive and mediate complaints. Out of the 160 complaints we've received in the last three years, while serving thousands of customers, it is an exceedingly small fraction that constitutes complaints. 
  
  We understand the significance of both negative reviews and complaints, although it's essential to consider that they *** not always provide a comprehensive overview. It's possible that a customer might embellish certain details in their review or complaints with the expectation of receiving compensation. Therefore, we advise conducting thorough research across all available sources to gain a well-rounded understanding of the company, rather than exclusively focusing on complaints that might align with preconceived biases.
  
  It's also important to note that the BBB explicitly states that their ratings should not be viewed as an absolute guarantee of a business's reliability or performance. They recommend consumers to evaluate a business's BBB rating in conjunction with other relevant information about that business. Furthermore, the BBB does not offer an equivalent system for submitting positive reviews or expressions of appreciation.
  
  It's crucial to recognize that positive and negative reviews are not evaluated through the same criteria. We take pride in maintaining a notably high review rating and featuring authentic customer testimonials.
  
  We regrettably understand 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 read the entire website and disclaimers that you click with a checkbox prior to payment.
  
  Although your *** application was successfully processed and completed, appointments were booked on your behalf, refunds were processed as requested. 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 *** vary. You and your wife now have  received the refund confirmation details as both were sent your respective emails. We have confirmed receipt. Please also know that your booked appointment tomorrow at 8:40 AM CDT has been canceled but you *** restart and reschedule at your convenience. 
  
  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.
  
  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 *** 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
  **********************