Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/30/2023

  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 3/25/2023 I signed up for a *** PreCheck. In the process they charged me $97. I was misled that it was for the cost of the *** and when I went to get finger-printed on May ****** here in ***********, they asked for money and I told them I had already paid. They said that it was a scam and that $97 did not cover the cost of the *** PreCheck as was implied on their website. They said this was not the first time this has happened and that the company will continue to charge my credit card as they have seen this happen before. I called my credit card company and they said that an additional $97 had been attempted to be charged from them but they declined it-thankfully. I contacted the company and asked to have my account deleted and asked for a refund of my money and they gave me a run-around. Apparently, the company has a money-back guarantee so I do not understand their reasoning. You should be aware of this less than reputable company!

  Business Response

  Date: 04/04/2023

  Dear ******,
  
  We hear your concern and will address each point one by one.
  
  You claim that you wrongly signed up for a *** PreCheck and were charged $97. GOV+ is a privately-owned technology company that is not affiliated with nor endorsed by any Government or **************** or agency. In no way do we imply or state this, in fact, we have disclaimers on our home page, and every page of our website, on our terms & conditions, and before purchasing stating we are a private company and not affiliated with any state or government website.
  Specifically, at the bottom of our website landing page, and all pages on our website we clearly state:
  GovPlus is a private online software technology company not affiliated with 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.
  
  We clearly explain that our one-time fee of $97 is for the assistance in the pre-enrollment and booking of your *** on top of the use of our online platform which includes our patented autofill technology that automatically populates any information you've provided before, allowing you to complete future government filing applications quickly and accurately with no risk of errors or omissions. This was utilized when you initially provided your information and payment details using our online software.
  
  Next, you mention that you were misled into thinking that the $97 was the cost for the *** appointment. However, we state government fees are not included, our fee is for use of our software, customer service and related services as they are different for each product we have.
  
  GOV+ takes any allegations of dishonesty, seriously and because of that, we have provided disclaimers on various sections of our website stating our non-affiliation with any Government or **************** and the exclusion of government fees from our service charges.
  
  Specifically, on our home page we have the exact words 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.
  
  You reported a duplicate charge, but according to our records, there is no duplicate charge.
  
  Next, you reported that you were told by a *** agent GOV+ a scam. This is not accurate if a government agent told you negative claims about us, this not professional or accurate as the Government allows private parties to offer services to customers, it is not proper to force customers to only one party even if it is the Government directly, we state clearly on our website we are a private company and not the government.
  
  Lastly, you mentioned that when you requested a refund and the deletion of your account, you were given a run-around and that you do not understand our reasoning since we have a money-back guarantee. We apologize if it seemed like we didn't want to honor your request immediately. It is our policy to understand a customer's reason to want the money back, especially after services were already rendered and your pre-enrollment and appointment booked with your *** PreCheck. However, in line with our commitment to customer satisfaction, your account has been fully refunded on March 31st, 2023. Depending on your bank's processing times you can expect the refunded amount to be posted back to your **** card in 1-3 business days.
  
  We hope that we have addressed your concern and any confusion regarding our services. Should you need further assistance or have further questions or concerns about our services, please do not hesitate to reach us at ******************************** or give us a call at ************** . Our phone experts are available from Monday to Friday, 9 AM - 6 PM EST.
  
  Best Regards,
  
  Jade
  Operations Manager

  Customer Answer

  Date: 04/05/2023

   
  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:03/25/2023

  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 website is not clear on make you know this is a non government website. I tried canceling the minute I realized this is not the government website. This is just a service to get government paperwork.

  Business Response

  Date: 03/30/2023

  Dear ****,

  Thank you for taking the time to share your feedback with us. We apologize if there was any confusion about our website and our services. We want to assure you that GOV+ is not affiliated with the government and in no way do we imply or state this, in fact, we have disclaimers on our home page, and every page of our website, on our terms & conditions, and before purchasing stating we are a private company and not affiliated with any state or government website.
  Specifically, at the bottom of our website landing page, and all pages on our website we clearly state:

  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.
  

  GOV+ offers services that simplify the process of applying for government applications. Our goal is to make the experience of applying for government services as easy and stress-free as possible. You as a consumer have the right to go directly to the Government websites for your application or pay a fee and use our software and customer service.
  

  By using GOV+, you gain access to our cutting-edge autofill technology that populates previously provided information, making it fast and effortless to complete any form or document with accuracy and precision. We also offer smart shipping and tracking, so you can easily track the status of your applications. Plus, all your data is securely stored in one place, making it easy to access and manage your documents from anywhere.
  In addition to government form filing solutions, such as Change of Address, Birth Certificates, EIN, Passports, Social Security cards, and TSA PreCheck, we also offer a variety of resources to help our customers navigate the process of applying for government services. GOV+ replaces dozens of websites and forms with a single source of truth. We manage all your government applications in one place, with one streamlined process so you never lose sight of the big picture.
  
  At GOV+, our top priority is providing exceptional customer service. We understand that our services may not meet everyone's needs, which is why we place your satisfaction above all else.

  On March 25, 2023, you called us to request a refund, our agent agreed and immediately issued your refund and you verbalized understanding and satisfaction with this resolution. However, to our surprise, you then filed a BBB complaint the very same day knowing that your refund request was honored. We are sorry that you felt it necessary to tell us you were satisfied but then do otherwise. Nonetheless, we wish you the best. Please confirm that on March, 25th you should have received a confirmation email from us of your refund. Please allow 1-3 business days for the refund to show on your credit card statement as your bank processing times may vary.

  We are committed to making the process of applying for government services as seamless and stress-free as possible, and we are constantly looking for ways to improve our services. Should you need further assistance or have any questions or concerns, please do not hesitate to reach out to us directly.
  

  We offer the following support options:
  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday

  You can contact us through the following:
  Chat: *******************************************
  Email: ********************************
  Phone: **************

  Best regards,

  Jade
  Operations Manager

• Initial Complaint

  Date:03/18/2023

  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 plus was supposed to be a legitimate place to get tsa pre check. I was not aware of it being a subscription for service for a year. Immediately asked to cancel the order and get a refund. ***** was billed ****** for each pre check today I found charges on my citi card for ****** x2. How they got that information ?? have no idea. Both cards refunded with no question.BUT. How did they get the citi card number

  Business Response

  Date: 03/27/2023

  Dear ******,

  We have received your concerns and will address each point in order. Your first concern is that you accuse **** of not being legitimate, please know that **** takes any allegations of dishonesty seriously. We want to assure you that GOV+ is a legitimate and valid company and we are fully registered according to state and local laws. We understand that some companies attempt to run scams; however, we are not that at all and actually provide a service. We understand how you could be quick to assume in this day and age where everyone should be on high alert but we can assure you this is not the case. Our mission is to deliver value by making interactions with complicated forms easier for people.

  GOV+ was founded with the mission of providing convenient access to the most cutting-edge technology for government forms and services. The subscription fee of $179 gives access to our comprehensive suite of services, including TSA PreCheck, access to passport renewal applications, new passport applications for lost, stolen, or damaged passports, and birth certificate applications for most US states, a change of address service with the **** and select government entities, an employer identification number, unlimited support as needed, and many other applications that are added monthly.
  

  Secondly, you mentioned that you were not aware of the subscription service for a year, and you immediately asked to cancel the order and get a refund. Please know that we clearly state that the $179 fee is for an annual subscription plan that allows you access to all our products for the entire year. In particular, our payment page clearly states this before collecting the annual fee of $179. Regarding the refund request, yes, we received that request and processed two refunds, one refund in the amount of $179 on March 13th and the second refund in the amount of $179 on March 20th totaling a refund of $358. Please know that each charge was refunded to the exact card used at the time of purchase, for privacy reasons we can not disclose the cards; however, if you wish to call us we are happy to confirm.
  

  Lastly, you mentioned that your Chase card was billed $179 for each pre-check application, and then somehow a different Citi card, you found a duplicate charge for $179. You also had a concern about how we knew your Citi card number. Regarding this matter, we have no means of knowing which bank issued any card that you use. Our payment page only asks for usual information such as card type, card number, and expiration date. Based on our records, two different **** card numbers were provided for two separate accounts, yours and your husband's. If you used your Chase **** card for your application, then your husband may have used the Citi **** card for his account or vice versa. Please note that only cards inputted into our payment page are authorized and billed. Please know that for privacy reasons we can not disclose the cards publicly; however, if you wish to call us we are happy to confirm.
  

  We hope this has addressed all of your concerns. If you have additional matters, please contact us directly at ************** during our hours of operation from 9 AM to 5 PM EST Mondays to Fridays, or ******************************** anytime and we will be happy to assist you.
  

  Best regards,
  

  ****
  Operations Manager

• Initial Complaint

  Date:03/17/2023

  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 was searching for *** pre-check and accidentally subscribed to this company's services. I mistakenly signed up for the *** PreCheck on the Gov+ website, and once I saw that it was a non-governmental site I used their IA message center to get in contact with the company. I am an individual and not a business. The IA Assistant returned a standard response, however I was unable to get a hold of a contact. All I want is the deletion of my account associated with ************* and a refund of the $97.00 for which I was charged. I'm afraid of this happening to others, as this company seems misleading and may be a scam based on many of these reviews.

  Business Response

  Date: 03/24/2023

  Hi *******,

  Thank you for your feedback and for taking our call today at 1:22 PM EST on March 24 and giving us the opportunity to correct and verbally discuss and explain our services and legitimacy.
  

  *******, although we regret to see you go we honor your decision to cancel the charge and have refunded your $97 dollars to the original payment card and have received already an email confirming this refund.
  

  We truly understand that you may have unintentionally signed up for our services, and we apologize for any negative online reviews you may have come across. Please know that these reviews do not reflect our company as a whole, and we operate as a legitimate business entity that is fully registered according to state and local laws. You can trust that we are not a scam. In addition, the customers that have come to BBB so far were upset and we have thousands of positive reviews with other platforms and will work to direct some of our happy customers to BBB so it does not come off as a complaint board.

  At GOV+, we value our customers' feedback and are more than happy to address any concerns always no matter what. We take our valued customers feedback seriously and we are looking into the matters mentioned in the chat and are correcting the possible dropped chats. Although, we only have a few reports of this it is still unacceptable and will correct it immediately.
  

  GOV+ offers access to our exclusive software, which has a range of features, including intelligent form completion, fully digital processes, and smart shipping and tracking. We take pride in offering our customers accuracy, convenience, and accessibility, and we believe that our software can greatly benefit our customers.

  To clarify, the $97 charge is not a subscription fee, but rather a payment for our proprietary software. The benefits of our software, which many customers agree are numerous and well worth it, far outweigh this cost.

  Based on our call this afternoon, and your verbally acknowledging of the refund and satisfaction with the resolution, please know that If you have any further questions or concerns, please don't hesitate to contact us directly at ******************************** or call us at ************** from 9 AM to 6 PM EST. We are here to assist you in any way we can.

  Sincerely,

  ****
  Operations Manager

  Customer Answer

  Date: 03/27/2023

   
  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,
  
  *******************

  -----------

  To whom it may concern,

   

  Id like to provide an update with regards to my complaint associated with the following ID: ********. The business reached out to me and provided the desired settlement, and I believe the complaint to be resolved.

   

  Hope all is well.

   

  Best,

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

• Initial Complaint

  Date:03/15/2023

  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.

  n 3/14/2023 I mistakenly signed up for the *** PreCheck on the Gov+ website. Once I saw that it was a non-governmental site I used their IA message center to request a cancellation of the $179.00 charge. I am an individual and not a business. The IA Assistant returned a standard response. I called the company 6 times this morning. A automated answer tells me the call may be recorded, ******* complete silence. After several minutes the phone disconnects. All I want is a credit to my charge account in the amount of $179.00. I fear this company is scamming customers. Thank you

  Business Response

  Date: 03/20/2023

  Dear ******,

  Thank you for bringing this matter to our attention even though we regret it is not a favorable review. We understand that you report no response to chat messages and phone calls. However, after reviewing our records both call logs missed and received calls and chat message attempts, we found only one record of the call you made on March 15th, and in fact, you did speak directly with one of our representatives. During the call with **** our customer service agent that assisted you reported that you initially requested a cancellation of your subscription to GOV+ but then after we explained the status of your *** application, you changed your mind about canceling the subscription and decided to continue with our service and the completion of your *** application. You also asked for help with the needed documents to bring to your *** appointment and screening.

  Lastly, on this call, you asked **** about the subscription fee and what is covered **** explained in detail the fees as well as specifically the $78 fee yet to be charged for the *** Gov **** which will be paid directly to the *** agent at the time of your appointment. You verbalized understanding of all and proceeded with the booking of your *** appointment. You communicated all was ok and you were satisfied with the resolution of the call, thereby when we received this BBB complaint at 7:38 PM EST in the evening following resolution on this very date, we were as one can expect very surprised and confused since you did not communicate dissatisfaction on the call, in fact, you communicated satisfaction with a resolution that satisfied you. All required assistance was delivered on the call and no further requests or dissatisfaction was communicated by you. The call was recorded but can not be posted for privacy reasons.

  GOV+ is a legitimate business and takes customer complaints seriously. We apologize for any confusion or frustration you may have experienced and we are committed to resolving this issue to your satisfaction. We will also further investigate the unsuccessful chat messages and calls you reported. GOV+ monitors all calls and chats even outside of business hours so that we can return all missed calls/ chats and none were found from you. Perhaps you dialed a different number? If it is not too much trouble could you provide proof of your calls we would be ever so grateful. You may email them directly at ********************************* However, without proof, we can not bring the issue up with our phone carrier or further investigate.

  Then on March 16, 2023, the day after the BBB complaint, you called us and spoke with Bem, another one of our agents (mentioning nothing about dissatisfaction or BBB complaint), you proceeded to request a reschedule of your *** appointment which we successfully executed for you. Please understand that we feel we more than upheld our services to you on several occasions and do not understand the need to criticize our company when you received services and used our proprietary software to complete your *** application. Our software allows you to complete any application in seconds due to the automatic data filling we believe you to have benefited from our software and services and in essence services were rendered.

  Please know that we would have refunded you in the beginning if you had requested it, however, using the services and making several customer service help calls to get specialized help on your *** application and booking and rescheduling your appointment does not, in our opinion, warrant a refund. I called you at 2:14 PM EST, Today March 20, 2023, to communicate directly with you to resolve this matter no one picked up and a voice message was left.

  If after using our services you still feel you deserve a refund please allow us the opportunity for direct communication and call us at ************** during office hours and asked directly for **** so I can personally assist you, or lets schedule a time and we can see can discuss a solution, our goal is to have happy customers that value our services. Again, we value your business and are here to help.

  Best regards,

  ****
  Operations Manager

• Initial Complaint

  Date:03/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on this website believing it was the Government *** and it was not, I wanted to get signed up for Pre check which the *** only charges $78.00 and this Gov Plus charged me $97.00 and I received a Fraud alert from my Bank card when the charge went through and I was going to be charged an additional fee. Then I contacted the company by phone and was given a hard time to get a refund. I went on their website and chatted with them and got plenty of chat trying to convince me not to get a refund. Finally they said it would take 7 to 10 days for my refund and I had just within 10 minutes after sending the payment with my debit card request a refund, so they had not done any service for me at all. They have a website that is misleading which makes you think you are on a Government official site and you are not. A business that is above board would not try so hard to talk you out of getting your money back if they were respectable.

  Business Response

  Date: 03/16/2023

  Dear *******,
  

  Thank you for bringing this to our attention. With regard to the company being a government website, we are not sure exactly why you felt that way. If you could be so kind as to email us directly at ******************************** or call us at ************** during office hours and explain in detail so that we could fully understand your concerns. We post several disclaimers stating we are a private company. However, we'll look into making this even more clear, thank you for your feedback. We would love to hear directly anything in particular that confused you if you could please email us and let us know we would greatly appreciate that.
  The fee that we charge is for the use of our patented and proprietary software, it offers features such as intelligent form completion, 100% digital services, smart shipping, and tracking. Customers can experience convenience and accessibility when filing forms or sending important documents through GOV+, making it easy to apply for government services on the go, so you don't have to waste time waiting in line or making extra trips to government offices. With GOV+ your next application is ready before you even start saving you precious time!

  Please know that as we state on our website the fee we charge for use of our software is in addition to the government fees.
  You also mentioned a text message that you received after placing your order. To clarify, the text message that you received is common among card users as card-issuing banks usually have this security system that monitors the spending pattern of the user, so anything that happens to be beyond that will send an alert confirming authorization of the transaction was made. This is usually to protect users from the possibility of card theft and the unauthorized use of the stolen card. Therefore, the alert is based on your spending habits rather than the company or business you are making a purchase from.

  In addition, you reported that you requested a refund just 10 minutes after sending the payment with your debit card but you were told that it would take **** days for your refund. Please understand that once we have refunded your $179 it will have to go through your card-issuing bank's processing times which takes approximately **** business days to be posted back to your account, depending on your bank. Unfortunately, the time it takes our bank to communicate with your bank is simply out of our hands.

  We apologize if it seemed like we didn't want to honor your request immediately; however, this is not the case. Customer satisfaction is important to us and if you do not wish to use our software we honor that.

  Please know that your account was already fully refunded the $179 charge and should have been reflected on your bank statement by now. We hope that we have addressed your concern and any confusion regarding this matter. Should you need further assistance or have further questions or concerns about our services, please do not hesitate to reach us at ******************************** or give us a call at **************. Our phone experts are available from Monday to Friday, 9 AM - 6 PM EST.

  Sincerely,

  Jade
  Operations Manager

• Initial Complaint

  Date:03/07/2023

  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.

  On 3/6/2023 I mistakenly signed up for the *** PreCheck on the Gov+ website. Once I saw that it was a non-governmental site I used their IA message center to request a cancellation of the $179.00 charge. I am an individual and not a business. The IA Assistant returned a standard response. I called the company 6 times this morning. A automated answer tells me the call may be recorded, ******* complete silence. After several minutes the phone disconnects. All I want is a credit to my charge account in the amount of $179.00. I fear this company is scamming customers. Thank you

  Business Response

  Date: 03/09/2023

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

  
  We hear your concern that you mistakenly signed up for TSA PreCheck on our Gov+ website and wish to cancel your application and receive a refund on your $179.00 charge.

  
  We apologize that we did not receive your chat message and have looked into this on our end, it shows you went unresponsive, we will look deeper into this thank you for bringing it to our attention. We use AI to gather initial information such as your name and email address and concern at hand and then you are connected to a live agent.

  
  In addition, this is very uncommon that your calls also did not come through and we own this rare issue, we do see that your number was set on our list for a callback due to one of your calls is outside business hours. You were set for a call back first thing this morning and then we received this BBB complaint. We are happy to call you back as well and will do so to notify you that we are not a scam and will gladly issue a refund in full.

  
  Please know that GOV+ takes any allegations of dishonesty seriously and wants to assure you that we are not a scam. GOV+ was founded with the mission of providing convenient access to the most cutting-edge technology for government forms and services. Our comprehensive suite of services includes TSA PreCheck, which costs $179 per year. This annual subscription fee also provides access to passport renewal applications, new passport applications for lost, stolen, or damaged passports, and birth certificate applications for most US states. Additionally, you can access a change of address service with the **** and select government entities, an employer identification number, unlimited support as needed, and many other applications that are added monthly.

  
  We're sorry to hear that you no longer wish to enjoy the benefits of our full line of applications and services. However, we want to assure you that we are committed to making things right. As part of our Money Back Guarantee policy, we have already issued a full refund to your **** card. Please allow **** days from today for the credit/refund to appear on your original form of payment. If you have any further questions or concerns, please don't hesitate to reach out to us. We're always here to help.

  
  Best regards,

  
  Jade

  Operations Manager

  Customer Answer

  Date: 03/09/2023

   
  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:02/23/2023

  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 January 15 I went online to find a form for the *** Precheck for my wife. I had completed the process in August 2022. GovPlus turned up and I proceeded to fill out the form. The cost was $179 about $100 more than I paid. I talked to one of their people and she told me it was for software and other services; no details were given. I told her several times that I wanted to only pay for the form for the appointment for my wife. The call was completed with my understanding that it would be adjusted. Our credit card statement came today with the $179 charge. I immediately got on the phone and discussed the charge. This person told me the service was for replacement of passports, social security cards, etc. I told the person that service was unnecessary and we have never needed anything like that. She then told me that since the transaction has already taken place no refund or credit could be given. After both of us repeated our reasons. I hung up and called the credit card company. The customer service person has filed a dispute and canceled our credit cards. The reason for canceling the cards is because the credit card customer service person told us that this was a reoccurring charge. I think the first customer service person with ******************** did not follow my request and both **************** people did not tell us the full reason for the large charge. I would hope that others do not get into this situation. Your help would be greatly appreciated. Thank you.

  Business Response

  Date: 03/06/2023

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

  
  Thank you for bringing this matter to our attention. We understand your concern and we apologize for any inconvenience caused by the confusion regarding the $179 subscription charge and your request to refund your purchase. We are committed to improving our communication with customers regarding our subscription service and will take steps to ensure that information about charges and services is clear and transparent.

  
  According to our records, you subscribed and paid for our subscription service on January 15, 2023, and filed for a *** PreCheck application for your wife. Our records indicate that on January 16, 2023, you called and were assisted in manually setting up an appointment and completing the online pre-enrollment process for your wife's *** PreCheck. At that time, no cancellation request nor un-subscription from the service was received, as our understanding was that we had completed your *** application requirement.

  
  On February 13, 2023, you called to request a refund, which was declined as the service was fully rendered. Our refund policy is to not issue a refund if the services have already been rendered or are in the process of being completed. Our proprietary GOV+ ******** was used to complete your wife's *** PreCheck application, which is the reason for the charge.

  
  Our ******** guarantees you that your forms with us will be completed with a single click, just like all the other forms. We provide helpful services to help you save hours of valuable time with various government applications. In addition, we offer many services on top of our proprietary ******** including immediate customer service via chat, email, or phone; All are included in our annual subscription fee of $179 passport renewal, new passport applications if yours is lost, stolen, or damaged, Social Security card replacements and updates, Employer Identification Numbers, change of address forms with the **** and other government entities, birth certificates for most US states as well as *** PreCheck new and renewal applications and many more to come.

  
  We understand that our services may not be the perfect fit for everyone. If someone prefers to figure out complicated forms on their own and doesn't see the value in simplicity and technology, we respect that. However, we still believe that our service can provide valuable benefits, such as access to government form filing services and important documents if you happen to need them in the near future, like birth certificates and passports. To show our commitment, when we did decline the full refund, our natural course of action is to offer a 3-month discount and un-subscribe the service to prevent you from receiving a prompt for renewing, while you complete your *** Application and continue to have access to all our services.

  
  On February 17, 2023, we received a notification from our bank that you filed a dispute with your credit card company. Normally, we provide a response and evidence that the charge was authorized by you and service was rendered. However, after careful consideration and with much commitment to providing a 100% customer guarantee, we will accept the refund and not dispute it. You may also keep the *** PreCheck pre-enrolled application that we have completed on your behalf, but highly suggest rescheduling your appointment date and time since that was dated January 17, 2023. We wish you the best of luck and are here if you ever wish to return.

  
  Should you need further assistance or have any questions or concerns about our services, please do not hesitate to reach us directly at ******************************** or give us a call at **************. Our phone experts are available from Monday to Friday, 9 AM - 6 PM EST.

  
  Sincerely,

  
  Jade

  Operations Manager

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had started signing up for a TSA PreCheck. In the process and confusion the Gov+ website pops up and has you sign up for an account. Then they charged me $179 and I received nothing. When I got to the ************ which is where you get finger printed and such they let me know I got scammed. This is clearly NOT the first time this has happened. Return my money.

  Business Response

  Date: 02/24/2023

  Dear *****,
  
  We appreciate you letting us know about this issue. Our 24/7 customer support is always here to help, and we would have been happy to assist you in any way we could. Thank you for your feedback. We apologize that you were incorrectly informed by an Identification agent that we are a scam without them even knowing our company, Government agents are hired to process documents not act on behalf of regulators. We can assure you we are absolutely not a scam but a respected business offering cutting-edge software that helps individuals value their time and that require assistance to receive the help they desire without spending hours of time trying to figure out forms or attempting to get the help they need.
  
  We are a private technology company that is not affiliated with or endorsed by any Government or ************ and we state this clearly in several places on our website. We do not charge for any forms; however, we do charge for use of our software in assisting you with accurately completing the forms. We offer many services on top of our proprietary software, our top-notch technology makes it effortless and fast to complete any form or document with accuracy and precision. We can guarantee that applications completed with us will be submitted with a single click, thanks to our exclusive one-click filing software. Furthermore, we make it our number one priority at GOV+ to have your needs covered, you dont have to bother with your own printer, checks, money orders, stamps, notary, or pretty much anything else. GOV+ takes care of all the details for you, so you dont have to think about a thing.
  
  Our annual subscription fee of $179 also includes - passport renewal, new passport applications if yours is lost, stolen, or damaged, Social Security card replacements and updates, Employer Identification Numbers, change of address forms with the **** and other government entities, and birth certificates for most US states as well as many more to come.
  
  We understand we are not for everyone, people that are willing to spend their free time trying to figure out complicated forms on their own and who do not see the value in simplicity and technology may not be a good fit with our offerings and we respect that, this is why we offer a money-back guarantee.
  That said, we are sorry to see you go and lose the benefits of our full line of applications and services. We have honored our customer-friendly Money Back Guarantee policy which promises a full refund subject to our terms and conditions when we have refunded your account in full please allow **** days from today to see this credit/ refund to your original form of payment.
  
  Should you need further assistance or have any questions or concerns about our services, please do not hesitate to reach us directly at ******************************** or give us a call at **************. Our phone experts are available from Monday to Friday, 9 AM - 6 PM EST. You may reach us 24/7 via LiveChat support at *******************************************.
  
  Sincerely,
  
  Jade
  Operations Manager

• Initial Complaint

  Date:02/21/2023

  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 needed to register for TSA pre-check and schedule an appointment. I accidentally subscribed to this company's services that I don't need on February 12, 2023, and promptly emailed them within 24 hours that this was an accident. I have not used any services at this time, and requested to cancel subscription and receive a refund as no services were utilized or rendered. I was denied a refund, which I find unethical as do many of the people that reviewed this company who had a similar experience. They are a misleading company.

  Business Response

  Date: 02/23/2023

  Dear ********,
  
  We apologize for any misunderstanding, however, we respectfully declined your refund request for a refund you made on February 20th, 2023 because even though you report services were not rendered, in fact, they were; receiving a completed application and notice of a *** appointment is considered receiving services. The last step would be for you to show up to the appointment. Our refund policy is to not issue a refund if the services have already been rendered or are in the process of being completed. Our records show that on February 13th, 2023, you completed your *** PreCheck application with us. It shows that we have completed your pre-enrollment with the *** and an appointment has been set with the details below,

  
  Appointment Time: 2023-02-21 13:40:00

  Appointment Place: ********************************************************************************* 37075

  
  For that reason, we initially only offered to unsubscribe your account so it would not be renewed allowing you to still complete your *** application as well as use our software and enjoy the benefits of our services until the subscription expires. This means you can still continue using our other government filing solutions such as birth certificates, social security cards, passports, employer identification numbers, and change of address.
  Although it is against our policy to issue a refund once services have been rendered we value your opinion of us and decided to ***** you a refund. However, please know that you will no longer be able to enjoy the benefits of our full line of applications and services.
  At this time, we have refunded your account in full as well as you can keep the *** PreCheck service that we have completed on your behalf. Please allow **** business days for processing time.

  
  Lastly, so sorry for any confusion. With regard to the company being misleading, we are not sure exactly why you feel misled, if you could be so kind to email us directly at ******************************** and explain in detail or call us at ************** during office hours, we would really like to fully understand your concerns. In addition, if there's anything in particular that stood out we wish to have the opportunity to assess and perhaps fix it. We want our users to feel confident. We work hard to make sure it's easy to navigate and understand. If there's anything that makes it confusing, we want and need to know. Thank you.

  
  Sincerely,

  
  Jade

  Operations Manager

  Customer Answer

  Date: 02/23/2023

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