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:08/28/2023

  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.

  On June 19, 2023 I ordered my birth certificate and proved all the additional information the requested. They did not sent out the request till June 30th. They told me it takes 8 to 12 weeks till I will receive the birth certificate. At the 9 week **** I reached out since the tracking number was I provided was not valid. They provide a number for me to call and check my self at the health department for the state I was born for an EDD. That number stated they ONLY use Vital Check website for requests. I reached back out to Gov + and it was a blanket email of 8 to 12 weeks for delivery. I then ordered my birth certificate from the other website and received it in less than 7 days. I feel this website is a fraud and stealing money.

  Business Response

  Date: 09/01/2023

  This customer has been refunded despite the accomplishment of the service. Her application has been with the ***************** Vital *************** We cannot predict how and when the application will be or is being processed. 

  Business Response

  Date: 09/12/2023

  Hello ********, 
  
  We have carefully reviewed this matter internally and the sequence of events leading to the delay surrounding your birth certificate application. We sincerely apologize that you needed to reach out to us several times as that is not the customer service we strive to provide. . We sincerely understand and empathize with your frustration and disappointment, and we want to assure you that we have processed applications as promptly and as efficiently as we could . We have made significant improvements to our systems and processes in response to this issue.
   
  We would like to inform you that your birth certificate application has been sent directly to the *********** ********** of ****** Health. Please understand that it is our responsibility to get the application to the state department, however, once it arrives the state's processing time frame is out of our hands. We appreciate your feedback regarding wanting to know the precise stage in the processing of your application and will explore the feasibility of offering this additional tracking feature if possible. 
  
  Currently, our tracking system only provides updates on the initial stage of the process, which is when your order is in transit and on its way to the State Vital *************** Generally, requests made at local or town vital records offices are processed faster than those made at the ************* which can take up to 12 weeks to process and may vary depending on different factors such as the location of the vital records office, the number of applications being processed, and the accuracy and completeness of the submitted documents. Delays can also be caused by external factors such as unforeseen events, regulatory changes, or disruptions in postal services. While we understand the interest in knowing the specific processing stages, we believe that the most important information is knowing when your desired end result is achieved.
  
  It appears that in your case the *********** state department is still processing your application, and we have no way of verifying the exact status internally. It is due to this unfortunate error through means out of our controll that we have refunded you. We are glad to hear you were able to use a competitor to get the document you needed in a faster time frame, however, they are not able to fill future forms in one click. In addition, I still know the agency should still process your application but free of charge now at our expense, which for the delay we are happy to offer you. Please also understand that you used a different private company that has an agreement to process applications, but they are also a private company like us.
   
  We would also like to address your statement about our website defrauding and stealing money. We are a private company, and just because we are not part of a government or state agency, it does not mean that there's fraudulent activity. We have never pretended to be anything other than a private company, and private companies are permitted to offer services to customers. As a private company, we comply with all applicable laws and regulations and operate in an ethical and transparent manner. We offer a variety of features such as automatic form completion, real-time vital tracking and updates, online payments, expert application review, customized packets for selected applications, and 24/7 live customer support in seconds via chat, phone, and email in one single platform. These features are currently not offered by the government. In addition, government agencies are not being praised or featured in articles on platforms such as Bloomberg, Yahoo! Finance, Business Insider, Forbes, and others. GovPlus is the company receiving recognition and praise for fulfilling the needs of busy customers who lack the time to navigate complex government processes independently.
  
  We deeply regret that our services did not meet your expectations and we respect your decision. Your experience is far from what we intend to provide to you, our valued customer. We are committed to ensuring customer satisfaction and have processed a full refund of $57,  to your charged account on August *********. Refund confirmation email has been sent to you as well. Please acknowledge the receipt. We process refunds real time but please allow 1-3 business days for the refund to be posted back to your account as bank processing times may vary. Also keep in mind that the check has been encashed by the ************************** in ******** for the certificate fee. 
  
  We value your feedback and would be grateful to hear any further comments you may still have. Please do not hesitate to share your thoughts again with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through Friday
  
  Sincerely,
  
  

• Initial Complaint

  Date:08/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very misleading and customer service is terrible.This company does NOT FILE YOUR PASSPORT APPLICATIONS.Their website makes it look like they do, like they take all of the hassle out the process. All they do is fill out the simple form for you and charge you hundreds of dollars to do it. Then they mail you the forms and you have to go to the passport agency anyway to file them.I signed up, filled out all their forms and then waited, and waited and waited. My application has been "being processed" for two weeks. I turned to customer service for answers and they informed me that it hadn't been done yet, but gave no reason why. The first agent kept me on hold for 20 minutes and then disconnected the chat with no resolution. The 2nd agent informed me that she could push the application through and then mail me "the packet". This was when I found out that I had paid them $200+ and waited two weeks for them to fill out a simple form and mail it to me. I still have to make an appointment at a passport facility and take these documents in. I will also have to pay hundreds more to the passport agency.This is a scam as far as I'm concerned. Perhaps I should have read the fine print but the service they actually offer is not really the service they imply on their website. In fact it states that they eliminate "Waiting in long lines at government offices" right on the website.

  Business Response

  Date: 09/04/2023

  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  Your Lost Passport application was submitted and received by us on August 11th.  We reviewed and sent you notification via email on August 15th 2023 regarding your photo not meeting the qualifications for a passport photo as it was taken too closely; selfies are also not permitted.  You then corrected the error which allowed us to finish preparing your passport application package. We would just like to set your expectation that our product has tremendous demand and we try our best to handle those that are pending. We do not commit to a specific delivery of services as per our terms. However, we would like to inform you that your application has been reviewed and was  awaiting pick up by the **** for delivery to your home. We have consistently followed up on this matter.

  We sincerely apologize for the inconvenience and want to assure you that we have processed thousands of other applications without any issues, so we apologize that you experienced this very unfortunate case and have issued a full refund for all charges. Your packet was processed and printed on time, however **** was not able to scan the label correctly.  Once the packets are picked up by ****, we will be unable to foresee incidents that *** happen along the way. Like the interference on the delivery schedule last Aug 31st. 
  
  We would like to address your statement about the agent who kept you on hold on chat, then reportedly abandoned you when you reached out to us on August 24th. It was not deliberate, it was a connection error and the issue has been identified and resolved. That  was why another agent picked up the conversation to assist you with your  concerns. The agent answered your questions about the status of your application, it was still being reviewed at that time as the photo you submitted did not match the criteria. An email detailing why you need to submit a different photo was sent to you on August 15 at 7:08 AM, which we did not receive any response to.
  
  Please understand that each case is different and for many of our products and cases we do allow the customers to avoid waiting in very long lines and can skip having to go into any agency. However, in the case of your Lost Passport application, you do have to go to the passport office as you must submit your completed application in person, original and copies of supporting documents, photo, and fees, in person at a passport acceptance facility. You will also be required to sign in front of the passport agent. However, our personalized forms simplify the process by removing unnecessary obstacles. GOV+ takes responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and rejections that could cause delays. All necessary materials, including forms, passport photo, and checks, are delivered directly to your home or designated address, eliminating the need for additional trips to obtain the needed items (checks, passport pictures etc.) Our services tremendously help to reduce any possible issues about missing components. Literally opening your mailbox reveals everything required to move your application forward seamlessly. Please also know that the $165 you were charged for was for the mandatory government fee for new , lost/stolen or damaged passport application. The online payment is received by us and then a manual check is issued and placed inside the packet payable to the U.S. ********** of ***** so that all  is in the package, all you need to do is show up. This allows you to avoid having to write a personal check.
  
  In line with our commitment to  customer satisfaction, we have processed  full refunds of $57, $77, $49  and $165,  a total of $348,  to your charged account on August *********. Refund confirmation emails have been sent to you as well. Please acknowledge the receipts. Also keep in mind that we process refunds real time but bank processing times can vary, so please allow 1-3 business days for the refunds to be processed. Pleas also know that the checks were already voided since the cancellation requests for all transactions were processed. You *** still use the forms and the passport photo. 
  
  We value your feedback and would be grateful to hear any further comments you *** still have. Please do not hesitate to share your thoughts again with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************
  

  
  

• Initial Complaint

  Date:08/22/2023

  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 attempted to register with TSA. This site does not indicate it is not affiliated with TSA. This company is actually listed location is *************** have provided my mailing address, Social Security Number, Birth Date, etc. along with $97 for an application for TSA.

  Business Response

  Date: 08/30/2023

  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  Regarding our office locations, we currently have two locations located in *****************:
  

  Location 1
  ************, ***********:
  *****************************************************************
  ************, ** 00901-1607
  
  Location 2
  ********, ********:
  ************************************************
  ********, ** 19703
  
  Please be aware that we may open more offices in the future. Our status as a company with multiple locations is in compliance with BBB specifications. However, the ******** address is not currently displayed on the BBB website, and we will request its reinstatement as it was once there and shows in our administrative profile for the BBB so we can not attest as to why they have changed this as of recent as our primary mailing address is our ********, ******** office 
  
  We'd like to clarify that *********** is part of *****************, so having an office there is consistent with our nationwide service.
  
  If you had a concern about our office locations you could have simply reached out to us directly vs making a BBB complaint.. We understand your concern for your data however we can assure you with our bank level security and privacy practices, your data is secure. In addition, it has already been completely purged as per your request. 
  
  Please know that a full refund has been provided as well as your data deleted as per your request.
  
  The summary of all our interaction is as follows:
  
  On August 19th, you submitted a *** Precheck application through our platform. Subsequently, on August 22nd at 1:24 PM, we sent you an email notification, prompting  you to select an appointment from the available options we secured for you on the same day. However, after choosing an appointment, you contacted us to cancel your application and raised concerns about our legitimacy and affiliation.
  
  It is important to highlight that your decision to utilize our services was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers regarding our services and associated fees. These disclaimers educating you are prominently displayed throughout our website. We would like to specifically address your assumption that our website lacks indications or statements of our affiliation with the *** or any government agency. If you had  thoroughly read our website in its entirety, there would be no confusion or assumptions made about our website, services and affiliations. As our disclaimers clearly read that we are a private company and not affiliated with the government. Although we have been contacted in the past by the government to assist with streamlining certain forms, we have chosen to remain a private company that serves customers only at this time. Our website homepage, www.govplus.com, clearly and boldly states close to the top that we are "Not the government, just a helpful private company. This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:
  
  GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice." 
  
  A bit of a fun fact that we would like to emphasize is that no government website currently offers multiple government applications in a single platform as each government agency is regulated by different areas thus adding to the confusion where to find said forms and or where to file / send  them for processing. It is due to this very confusion (and much more) that we are able to offer simplicity and clarity to many government processes on an independent and private level. We and many, many customers are confident in our design decisions and believe we offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company and NOT in any way affiliated with any state or Government agency.. 
  
  We invite you to read thousands of independent, verified positive reviews stated on the BBBs very website. We have a rating 4.72 out of 5 possible stars; with 698 BBB Customer Reviews as of August *********, *** customers cant be that wrong and find value and convenience in our services. Our status as a private company is also clearly indicated through our domain name ".com". As well as a clearly stated in the middle of our home page. A friendly reminder and also for future references, official government websites are easily identifiable by seals and disclaimers on their homepages. Official government websites use .gov or .mil domain extensions, again,  instead of .com which is typically used by private companies.
  
  In addition, notable platforms like Bloomberg, Yahoo! Finance, Business Insider, and Forbes, it's GOVPlus that garners acknowledgement and acclaim for effectively meeting the needs of individuals with busy schedules, providing a solution for navigating intricate government procedures. It's our name that resonates as a reliable partner in simplifying these processes, rather than government agencies being spotlighted or celebrated in such articles. We invite you to take the time to read these articles as well and are happy to provide these links: 
  
  ******************************************************************************************************************************************************************
  
  USA Today article
  ****************************************************************************************************************************************
  
  Bloomberg
  ***************************************************************************************************************************************************************************************
  
  There are many other articles but we feel that these get the point across.
  
  We take great care to ensure transparency regarding government fees. On our payment page, we prominently display a clear disclaimer in bold letters, positioned just below the designated payment amount. This disclaimer explicitly states, "Government fees are not included." This placement ensures that this information is clearly visible to our customers before entering any credit card information. Our software fee of $97 for *** Precheck applications is designed to provide additional value beyond the cost of our software alone. It covers various complementary features, including customer service assistance, personalized booking, and the option to reschedule *** appointments for new applicants. This fee not only grants access to our software for your *** application but also provides access to your personalized dashboard for various forms, both now and in the future.
  
  We also would like to  inform you that GOV+ is a fully compliant and legally registered business, duly registered in both ******** and *********** and efficiently serves our customers across *****************. As stated above *********** is part of *****************. No passport is needed to travel there and the nature is beautiful. We highly recommend you visit this beautiful part of ***************** in case you have not been. It's essential to clarify that while the Better Business Bureau (BBB) requires designating one primary address on their website, our mailing address was once correctly recorded on the BBB website with our  ******** address, it was shown on a different page under other locations; however, we can see that this has been removed. We will reach out to the BBB and request it to be reinstated. We can not control how the BBB designs their website and why they do not post both addresses side by side. We also do not have the authority to rearrange their website. We have made this request though.
  
  Regarding your concern about the use of your information, we want to emphasize that our company adheres to strict ethical standards. Your information is exclusively utilized for managing and processing your application with the government entity you have authorized us to assist with. We prioritize the security and confidentiality of our customers' information. GOVPLUS employs top-tier security measures, including bank-level, 256-bit TLS encryption, to safeguard your data. We have a firm commitment to maintaining your privacy, and as outlined in our terms & conditions, we do not disclose personal information to third parties. We would also like to inform you that *** applications currently do not require a Social Security number. Again, we have fully deleted all account information and issued a full refund.
  
  For a detailed understanding of our security and privacy practices, we encourage you to visit our website and navigate to the Security & Privacy section. We understand that privacy and security are of utmost importance to you, and we want you to know that we take these matters very seriously. 
  
  We highly prioritize customer satisfaction and based on your complaint, you do not see the value in what GOVPLUS has to offer, therefore, we have processed a full refund to your charged account on 22 Aug 2023, despite it not being aligned with our policies since services were provided. We hope that this gesture of goodwill is appreciated. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you. The request for your information to be deleted from our system has also been processed accordingly. We are confident that we have addressed all of your concerns and resolved the matter by processing your requests. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:08/16/2023

  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.

  The website appears like a government site. I thought I was renewing my pre check through a government site but realized afterward I paid for a service I dont need and gave personal info to a site I dont know. The website is deceiving.

  Business Response

  Date: 08/17/2023

  Hello *******
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this (The BBBs public complaint website) communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  
  We attempted to contact you by phone today August 16th at 4:34 PM EST to address your concerns directly. Unfortunately, we were not able to reach you and left you a voice message  with our contact number and our phone operating hours so you can reach back out to us  at your earliest convenience. 
  
  Please let us summarize the history. You applied and paid for your TSA PreCheck application Yesterday, Wednesday , August 16th. Your application was in the processing stage because it was lacking necessary information that we were working on obtaining from you.  
  
  Please allow us to now address your stated concern regarding your thought or assumption that GOV+ was a government website. We want to clarify that this is indeed a misunderstanding on your part, it would not have been if you read our website in its entirety.
  
  For your own education, government websites have a .gov website in their domain and use various seals. Our design has nothing to do with a government website nor our copywriting tone which is friendly and playful. Our services are fully legitimate, adhering to all required protocols and legal boundaries. We have taken significant measures to prevent any confusion or assumptions of government affiliation. Our website, www.govplus.com, explicitly states: "Not the government, just a helpful private company." This stance is consistent, and our use of the ".com'' domain reinforces our status as a private entity. The statement that you thought you were renewing  with a government site raises questions. Moreover, the choice not to engage with us directly after realizing you were not is equally perplexing.
  
  This confusion, which arises from you not fully reading our website and disclaimers that we are NOT a government entity, becomes even more complex when we take into account that the *************************** doesn't provide a platform for applications from different agencies, with the convenience of one-click form submission, as we offer. Additionally, the official identity of the government does not include the symbol "+" or the term "Plus" in its corporate name.
  
  The choice to name our company, GOVPLUS, was to symbolize the comprehensive range of services and features we provide, surpassing the limitations often found with government-provided resources. The $97 fee encompasses more than just the utilization of our software to fill out your TSA renewal application form. It also includes access to our software and customers' dashboard for submitting various other forms. Additionally, we offer several free-of-charge features, such as customer service assistance with pre-enrollment, customized booking or rescheduling of TSA appointments for new applicants, PLUS much more as it varies by product.
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity.
  We've taken note of your complaint, which indicates that you do not fully perceive the value or convenience of the services we provide. And since we place a high priority on customer satisfaction, we have processed a full refund to your charged account on August ******* at 3:12 PM EST. 
  
  You now have  received the refund confirmation details via email and we have confirmed receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement.. Your request to have your information removed from our system has also been processed as well as no further communication will be sent to you from our company as you requested. 
  
  Please know that we have taken all the necessary steps to address your concerns and processed the refund and all your requests accordingly. 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: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 08/23/2023

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

• Initial Complaint

  Date:08/15/2023

  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.

  I paid Gov+ to renew my passport. I sent the application in mid June. I understand that this is not a government service and is basically a website that charges money for the convenience of processing the application. After 2 months, my application still says in process and I have reached out to customer support and was told all of the following things by different people:- There was an internal bug with their software - There was a validation error with my account - There was an error with my city of birth Despite whatever problem there was, I was never contacted to fix the issue. It was only told to me when I reached out. Because of whatever issue, my information was never submitted. So now its been two months, I need a passport and I have to start over submitting an application by myself. I still was unable to speak with anyone who could actually tell me what the issue was and why is was not contacted. If you are reading this understand that you ARE PAYING A PREMIUM FOR A CONVENIENCE SERVICE. They just submit it to the government like you would, you just save a trip to the post office and a trip to getting your picture taken at ********** And they ARE LESS CONVENIENT AND SLOWER THAN DOING IT YOURSELF. This company is a SCAM. Run away. Much easier cheaper and more reliable to just mail it in yourself.

  Business Response

  Date: 08/17/2023

  Dear ******,
  
  We want to express our sincere gratitude for taking the time to answer our call yesterday, August 16th 2023. Please know that, as we are committed and promised verbally over the phone, we have processed a full refund of the software fee of $57 for you as well the $130 government mandated passport application fee. Your understanding and cooperation are greatly appreciated.
  

  We sincerely apologize for the inconvenience and want to assure you that we have processed thousands of other applications without any issues, so we apologize that you experienced this very rare and unfortunate case and have issued a full refund for all charges. We are Happy to process your application for free if you wish for us to please reach out to us directly. 
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to assist and provide you with the service you rightfully expect and deserve. In line with our commitment to  customer satisfaction, we have processed  full refunds of $57  and $130,  a total of $187,  to your charged account on August ********* at 11:26 and 11:27 PM EST.. You have now received the refund confirmation details via email. Please keep in mind that we process refunds real time but bank processing times can vary, so please allow 1-3 business days for the refund to be processed. 
  
  We value your feedback and would be grateful to hear any further comments you may still have. Please do not hesitate to share your thoughts again with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ************************************************************ Specialist
  **********************
  

  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20472975
  
  I am rejecting this response because: you have delayed my passport application to the point Im missing a trip. The refund is a nice gesture but I am not satisfied with a refund. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/18/2023

  Dear ***************************,

   

  We understand your frustration and are offering to help you for free. Please know that due to The Government's backlog your application still would not have been processed in time for a trip right now. None the less what is a resolution you feel is just?

   

  Complaint: 20472975
  
  I am rejecting this response because: you have delayed my passport application to the point Im missing a trip. The refund is a nice gesture but I am not satisfied with a refund. 
  
  Sincerely,
  
  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20472975
  
  I am rejecting this response because: you do not know when my trip is, so you cannot say whether it would have made a difference. Since I am starting over now, it will definitely not be done. That is pretty irrelevant to the situation anyway; you failed to process my application for 2 months without notifying me at any point that there was a problem.  You have still not given me a reason why this happened. The best I can conclude from what Ive been told is you simply forgot. Its unacceptable. I will continue rejecting your responses if you continue not answering my question of why any of this happened. An adequate resolution would be you figuring out what happened and telling me. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/23/2023

  Dear ******,
  
  We sincerely apologize for the inconvenience. We want to assure you that we have processed thousands of other applications without any issues, so we apologize that you experienced this very rare and unfortunate case and that this matter resulted in your travel plans being canceled.
  
  We have carefully reviewed this matter internally, and the sequence of events leading to the delay and miscommunication surrounding your application; the application was pending due to a specific case and was mistakenly not processed. Our product had tremendous demand during that time and tried our best to handle those that were pending. We do not commit to a specific delivery of services as per our terms. But still, we want to give you a voucher to try GOV+ again under better circumstances since our company can handle a lot more demand now. In addition, the agent that assisted you that day should have caught this, we have removed that agent as this error could have been avoided.
  
  We deeply regret that you were not promptly informed about these issues and the steps required to rectify them in a timely fashion. Your experience is far from what we intend to provide to you, our valued customer.
  
  We sincerely understand and empathize with your frustration and disappointment, and we want to assure you that we are taking this matter very seriously. We have already corrected this to prevent this from ever happening again in the future.
  
  It is our sincere desire to rectify the situation as best as we can. We are happy to discuss privately. If you change your mind and give us another chance, we will work closely with you to ensure that your application is processed as swiftly and accurately as possible. Please do not hesitate to reach out to our customer support team, and we will do everything we can to support you through the passport renewal process.
  
  Again, thank you for bringing this matter to our attention, and we hope to have the opportunity to make amends and provide you with the service you rightfully expect and deserve. You have already received the refund confirmation details for your original purchase via email.
  
  We value your feedback and would be grateful to hear any further comments you may still have. Please do not hesitate to share your thoughts again with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************

• Initial Complaint

  Date:08/10/2023

  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 renewed my passport on June 2,2023 and paid with my credit card. Today is August 10,2023 and I have not received my passport yet. The GOV + website offers a help site but it does not open. They do not respond to any messages. I need my passport, can you help?

  Business Response

  Date: 08/14/2023

  Dear ********,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this (The BBBs public complaint website) communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have moving forward. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  We would like to thank you for taking the call, following the message we left earlier this afternoon when we werent able to reach you twice. We understand your desire is to be updated with the status of your passport application, not necessarily a refund. We have provided you with your application locator number and we have informed you of the routine processing timeframe. Your renewal passport was received by the passport agency on June 27th therefore, the renewal process commenced on June 27th, and it's important to keep in mind that the current standard processing time for passport applications falls within 10 to 13 weeks, as we discussed during our phone conversation this afternoon. The actual processing duration is contingent upon the government's timeline and workforce availability. You will know when your passport has been completed by using our dashboard to monitor the tracking on its way back to you. If you need any help using or understanding our dashboard let me know and I will personally assist you.
  
  We know time is of the essence and urge you to file for any applications you may need in advance that we currently offer as the government agencies are all a bit swamped these days, remember any subsequent application can be completed in one click using our GOV+ platform.
  
  Please understand that the sheer volume of applications, particularly due to the easing of travel restrictions, has contributed to a substantial backlog within the government's processing system.
  
  As part of our unwavering commitment to ensuring your satisfaction, we wanted to let you know that our customer service team is always on standby. I have flagged a reminder to personally follow up with your passport renewal application in 10 to 13 weeks. You may always use the receipt you were issued via email when you applied, just reply to that email and we will promptly respond. You may always utilize the website, just click on the Contact tab on the website to launch our live chat feature.
  
  We believe that we have addressed your concerns and provided you with the update and information you needed. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. You can always reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 08/15/2023

   
  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:08/10/2023

  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.

  On August 9, 2023, I paid Gov+ $97 for a TSA pre check thinking it was the official government website. After realizing that it might not be I called TSA and they confirmed my suspicions. I then reapplied at the official site and set up my appointment. I feel scammed! Gov+ now has my money and my information under false pretenses. I want a refund of my $97 and a promise that they will not use my information for anything else.

  Business Response

  Date: 08/10/2023

  This complaint from *************************** #20450555, we do not have a customer with this information. We already used the use of zip code, first and last name email but we did not turn up with any information. Please see the following:
  
  
  

  We are always grateful for your assistance.

  
  

  Warm regards,

  April

  Customer Answer

  Date: 08/10/2023

  My verification code is ******, sent to ******************* Also, I received an email receipt for $97 from Gov+ on August 9 to same address. 

  Customer Answer

  Date: 08/11/2023

  Last night I sent you the verification code given to me by Gov+. I have emails from them. Can I forward them to you with my case number? Thanks for your help. 
  *************************

  Customer Answer

  Date: 08/14/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  The following Gov+ verification number was sent to me at ******************:  449968
  
  

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

  Re Complaint #********

  
  

  They would only recognize my gmail address although I usually use the email I sent you. 
  
  

  Sent from my iPhone

  
  Begin forwarded message:
  
  

  From: GOV+ <********************************>
  Date: August 9, 2023 at 11:34:21 AM EDT
  To: ******************
  Subject: Congratulations on joining GOV+
  
  

  Your government liaison Welcome to your GOV+ account

  Say goodbye to checking boxesand hello to checking off your to-do list. With GOV+, your TSA PreCheck application will be processed before you know it. Youll have everything you need delivered right to your door, and get live updates and timelines on all applications. Log in No more guessesonly answers Explore our guides for everything you need to know about government documents and applications Were here to help answer any questions you have along the way. Get tips and expert advice in our Resource Center. Find tips

  EIN Plus LLC 2023. All Rights Reserved. ******************************************************************************* To no longer receive these emails, unsubscribe here.

   

  I am forwarding the receipt sent to me by Gov+ which confirms their receipt of my payment. I will also forward other communication I received from them. They continue to send me emails, so they do have record of me. I hope this is helpful. Thank you for your assistance. 

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

  
  

  Sent from my iPhone

  
  Begin forwarded message:
  
  

  From: GOV+ <********************************>
  Date: August 9, 2023 at 11:24:14 AM EDT
  To: ******************
  Subject: Receipt from GOV+
  
  

  View on Web

  Receipt Date Paid: Aug 9th, 2023 Summary TSA PreCheck | Application $97 Total $97

  Security & Privacy . Resources . Our Mission . Contact Us 2023 GovPlus

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

  Business Response

  Date: 08/14/2023

  Dear *********, 
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this (The BBBs public complaint website) communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have moving forward. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions.
  
  We would like to clarify that we appealed your original complaint as the full legal name and  email used was not matching the name and the email address you used for your application, hence we were not able to verify and  locate your account and application for confidentiality reasons. We would also like to express out gratitude for getting in touch with us following the voicemail we sent earlier today, for taking the time to take the call this afternoon at 2:04, August 14th 2023 and speaking with me.
  
  Please know that we have processed a full refund of $97 to you this afternoon as discussed on the phone. The call ended with you understanding this and to reach out directly with any other concerns.
  
  We would also just like to clarify that our services are thoroughly explained and are in no way associated or endorsed by any government or state agency. We have made the verbiage "Not the government, just a helpful private company '' bold and placed it close to the top of our homepage to increase visibility. Furthermore, we have included disclaimers on our homepage and all landing pages, next to the call-to-actions and instructions that guide customers to our application, to emphasize our status as a private company. Please be aware that GOV+ handles multiple forms, not just TSA PreCheck applications. Rest assured that you can trust our reliable and efficient services.
  
  As part of our unwavering commitment to ensuring your satisfaction, we wanted to let you know once again that the full refund process was completed on August 14, 2023, and an email confirmation has been sent. Please allow for 1 - 3 business days for the refunded amount to reflect in your account, as bank processing times may vary.
  
  Even though a full refund has been issued we already pre-enrolled you, so you can now  follow the instructions and utilize all the information we've provided to schedule your own appointment directly with the TSA.
  
  We believe that we have addressed your concerns and processed the refund  accordingly. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 08/15/2023

   
  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:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email for a renewal of my TSA pre-check from GOV+. I filled out the form and paid the $97 dollars on May 5, 2023. I have not received any follow up email regarding the application. I believed the website was an official government website. After research, I found this is a phony company scamming people. I would like my money back, and will also participate in a class action lawsuit as needed.

  Business Response

  Date: 08/11/2023

  Hello *****
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this (The BBBs public complaint website) communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  
  We ask that you refrain from making untrue public statements. This statement you made I received an email for a renewal of my TSA pre-check from GOV+. I filled out the form and paid the $97 dollars on May 5, 2023. I have not received any follow up email regarding the application. Is untrue. You report that you did not receive any follow up email when we have proof you opened 8 emails we sent.
  
  On May 3rd, you voluntarily applied for a TSA PreCheck renewal, your application was received and we promptly sent you an email to initiate the account activation process. This account activation provides access to your personalized dashboard, allowing you to monitor the progress of your application. In addition to the initial email, we followed up with 8 more notifications on May 8th to encourage the activation process. We regret that despite these efforts, they were not effective in prompting you to engage with your account and track the status of your application despite you opening and reading the emails.
  
  Please allow us to further elaborate on your stated concern regarding your assumption that GOV+ was a government website. We want to clarify that this is indeed a misunderstanding on your part, it would not have been if you read our website in its entirety.
  
  Our services are fully legitimate, adhering to all required protocols and legal boundaries. We request that you avoid using the term "scam" without substantiated evidence. Please recognize that we have taken significant measures to prevent any confusion or assumptions of government affiliation. Our website, www.govplus.com, explicitly states: "Not the government, just a helpful private company." This stance is consistent, and our use of the ".com" domain reinforces our status as a private entity. For your own education, government websites have a .gov website in their domain and use various seals. Our design has nothing to do with a government website nor our copywriting tone which is friendly and playful.
  
  It's also interesting to note that your actions seem to align with the BBB complaint alert and certain assumptions, leading to your decision to echo accusations of misleading information. We would like to emphasize that our website explicitly states that WE ARE NOT THE GOVERNMENT, so the assertion that you believed we were a government site raises questions. Moreover, the choice not to engage with us directly is perplexing.
  
  Attributing this confusion to the assumption that we are a government entity becomes even more intricate when considering that the government does not offer a platform for applications from various agencies, complete with one-click form filing, as we do. Furthermore, the government's official identity does not feature the symbol "+" or the word "Plus" within its corporate name.
  
  Considering the fact that we sent you a total of nine activation reminder emails, each of which you promptly opened, we are perplexed as to why you didn't take the opportunity to respond to any of these emails to request a refund. Instead, you chose to circumvent direct communication and resorted to posting critical and defamatory comments on the BBB site.
  
  Please consider that  GOV+ is not the only one, even the BBB has been wrongly mistaken for being part of the government. Article here: 
  
  ***********************************************************************************************************
  
  We are also doubtful a government agency would provide all our technology features and auto-filling across forms and such a great user experience like we have with a NPS score of over 63,  far above the current industry standard for a software company, which GOV+ is, as measured by Qualtrics XM Institute
  
  The industry standard, as per Qualtrics XM Institute, for a software company is ****. Full independent public industry standards are reported here: *************************************************************************************************************************************************************. Please know that our customer satisfaction score is measured by an independent company and reported to us. Therefore, the online complaints posted on BBB are not in alignment with what the majority of our customers are reporting in terms of satisfaction ratings. 
  
  We encourage you to explore the genuine testimonials from thousands of customers who have greatly benefited from our services, rather than giving undue attention to the limited instances of dissatisfaction or those seeking free services and subsequently requesting a refund. But don't worry, we view this as a small gesture to those who may have slipped through the cracks. These positive testimonials serve as clear evidence of our unwavering dedication to excellence and our steadfast commitment to delivering authentic and valuable assistance. We also request that you verify the legitimacy of your statements as well as set aside preconceived notions and consider the facts and all information available before casting accusations of this nature. 
  
  Please also note that while BBB is a popular means of public reviews, there are other companies that offer similar services but may not be as well-known. BBB accreditation requires meeting certain requirements and paying a fee, and is therefore not free. We stand behind our business and services, and actively manage all complaints and reviews both positive and negative. It is important to understand that while reviews can be positive or negative, complaints are inherently negative, which can create a biased view. We recognize this and have no control over how BBB organizes and runs their complaint system. Nevertheless, we are in communication with them and every customer who reaches out to us; no customer goes unheard and all issues are resolved promptly.
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. It's important to note that since the services were not utilized due to the account activation not being completed after payment, your request for a refund aligns with our straightforward and transparent business model.
  
  We've taken note of your complaint, which indicates that you may not fully perceive the value or convenience of the services we provide. We attempted to reach out to you via voice calls twice on August 10th (11:32 AM and 12:22 PM EST) to address your concerns verbally. Both calls were unanswered but we left you a voice message. And since we place a high priority on customer satisfaction, we have processed a full refund to your charged account on August ******* at 6:55 AM EST. You have  received the refund confirmation details via email and opened it at 11:40 AM EST. Please keep in mind that bank processing times can vary, so please allow 1-3 business days for the refund to be processed.
  
  Rest assured, we have taken all the necessary steps to address your concerns and processed the refund accordingly. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 08/11/2023

   
  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:08/09/2023

  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.

  I used GOV+ to renew my passport. The features and description on their website made it sound like a dream. However, that changed when I realized that I had been charged for using their website not for actual renewal of my passport. I chalked that up to "they got me". However, I was still looking forward to their advertised features like "Real-Time tracking and updates", "online passport photos". Turns our that the Real Time tracking is just a **** tracking number that any person would get as they have to be mailed **** due to the address being a PO box. They are also trying to pass off the **************** passport tracking service as their own. Didn't even bother to use the information for me they already had. I had to give the customer service agent my information to enter on that site. The online passport photos is a wallet size photo that is mailed to you, that you then have to cut out and staple to your application. They advertise an $8 subscription that list a whole bunch of other services that it makes it seem like you are getting (expedited service) but then after you agree to the service it tells you they are not available. The website/company is very misleading in the way it collects money for services at different parts of the application process. They are charging for a service that you are completing on your own. If you are typing your information, it is no different to hit the print button as it is the send button. What you think is a "welcome" package that shows up in the mail is actually your application that you still have to put together and mail. This causes an extra week of transit time of delay vs mailing. All of their estimated times are not inclusive of their delayed prep service Their service is simply overstated, and misrepresented.

  Business Response

  Date: 08/14/2023

  Dear ******,
  
  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to revisit our official support page at ******************************************* or contact us at ********************************* Please allow us the opportunity to resolve your matters directly.
  
  We strongly recommend our customers to utilize the dedicated GOV+ support channels for any concerns or inquiries they may have. Although you once did call us directly on  August 9th 2023 and was assisted by an agent and we appreciate that, If you had chosen to communicate your dissatisfaction to us directly either on the August 9th call or at all we would have been more than willing to assist you promptly and provide the necessary information, explanations or refund if needed, avoiding the need for a public BBB complaint. If you would like to share with us privately why you chose to file a public complaint over voicing your complaint to us directly, we would honestly really appreciate knowing your why. By utilizing the designated support channels, you benefit from a direct and efficient resolution, preserving confidentiality and reducing the risk of misunderstandings or inconveniences related to public disclosures. However, as a public complaint has been filed, we appreciate the opportunity to offer a comprehensive explanation:
  
  Your passport renewal application was submitted and received by us on June 22nd, we reviewed and approved your application for processing and sent you a link to pay the Government fee on June 23rd of which you paid. The application packet was then shipped by us and delivered to your home on July 1st. The packet had customized step-by-step instructions, and a prepaid label that you used to mail your passport application packet on July 12th using our prepaid envelopes and trackers. Our envelope was pre-addressed and included a tracker with both outgoing and return tracking. Our records indicate that your passport application was received by the passport processing facility and has been under processing since July 18th as of checking today, August 11th, 2023,.
  
  It's important to note that the current routine processing time frame for passport applications is between 10 to 13 weeks due to significant backlogs within the government. During your call with us on August 9th, we informed you of this timeframe. While we can expedite the submission of your application, the actual processing time is dependent on the government's timeline and staffing.
  
  Our passport application product offers a streamlined and efficient process compared to other alternatives. In your specific case, you were able to avoid a trip to the post office and the hassle of obtaining a passport size photo elsewhere, as both of these steps were completed within the comfort of your own home.
  
  Our personalized forms simplify the process by removing unnecessary obstacles. GOV+ takes responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and rejections that could cause delays. All necessary materials, including forms, passport photo, shipping label, and a check, are delivered directly to your home or designated address, eliminating the need for additional trips to obtain the needed items (envelopes, stamps, passport pictures etc. We also help to reduce any possible issues about missing components. Literally opening your mailbox reveals everything required to move your application forward seamlessly.
  
  The personalized mail-in materials, along with comprehensive instructions, are curated and sent directly to you. It's important to clarify that your assertion of being charged for a service you could have managed yourself is not applicable to this product or our range of services. However, in the case of the passport application, we provided convenience with saved trips and a passport photo at your doorstep. Additionally, after completing our passport application, any future form submissions can be done with a single click.
  
  Not only is completing forms in a single click not humanly possible, but we also provide one location for managing multiple government forms, a feature not offered directly by the government or competitors. Our streamlined process eliminates the need to navigate various websites, create multiple login credentials, and individually access each form or application. With GOV+, customers can effortlessly file for various government products simultaneously, all within a few clicks. This consolidated approach allows our customers to efficiently manage multiple government applications in one convenient location.
  
  For the nominal one-time software fee of $57, you gained the ability to fulfill all the requirements for your passport renewal without the need for a printer, checks, a separate visit for a passport photo, or a trip to your bank for payment. This fee not only facilitated the submission of your data for future applications with a single click but also provided the convenience of completing these requirements within the familiar confines of your home or office.
  
  Regarding your concern about trimming the passport photo to meet the government's standard requirement, we appreciate your feedback and will explore the possibility of handling this aspect on our end. It's crucial to consider the broader scope of services and convenience offered by the nominal $57 software fee. The time saved by avoiding trips to the local post office, bank and  drug store for a passport photo, along with the hassles of traffic and long lines, is invaluable. We invite you to clock the time next time you run a quick errand, you may be shocked at how long it takes.
  
  Another feature specific to the passport product we offer is the tracking of the application. While it's accurate that you could manually obtain a postage label from a post office, it's important to note that our service goes a step further. Instead of merely acquiring tracking information, we ensure the convenience of having your passport application materials delivered right to your doorstep. Your statement of desire for the precise stage in processing of a passport application is duly noted, and we appreciate your input. We will certainly explore the possibility of providing this additional tracking feature if it becomes feasible. 
  
  At present, our tracking system is designed to inform you about the final stage of the process when your new passport is completed and dispatched to your address. By following the tracker alert, you can rest assured that your passport application has been successfully fulfilled by the passport agency, and your finished passport is en route to you. While we understand your interest in having insights into the specific processing stages within the passport agency, we find that the true value lies in knowing when your desired end result is achieved. 
  
  Our dashboard allows you to precisely track the moment your passport is on its way to you, ensuring that you are well-informed and prepared for its arrival. We do not see the value in knowing anything more than the passport agency is processing your application in our dashboard. If you would like to share with us the added value you see in knowing this we would love to know your thoughts. It is thanks to your feedback that we are looking into possibly tracking the data if our checks have been cashed by the agency into our dashboard. If this is something you would like please let us know privately, so we can put special requests in, by popular demand. However, as it is now we still feel the most important and what most customers really want to know is the delivery date of the finished passport to your mailbox and in your hands.
  
  We would also like to address your accusation that your statement "GOV+ is also trying to pass off the **************** passport tracking service as their own" is inaccurate. Our dashboard tracks the entire process collectively in relation to the prepaid shipping that we provide to you. The **************** does not have transparency on the trackers that we issued to our customers, so the statement you made is impossible. GOV+ is a company committed to transparent and honest practices. We do not claim to offer a proprietary tracking service that replicates or supplants the ****************'s official tracking system. Instead, we provide our customers with real-time updates and accurate information to facilitate a smoother passport renewal experience from start to finish and provide expedited customer service along the way.
  
  We have a company standard of providing customer service within seconds and have not yet experienced any government agency that has a customer service team that responds in seconds, perhaps some day this will happen but as of yet none of the products we currently carry offer the speed of response that we do. Any way of adding benefits to any of our products above and beyond the governing agency is always being researched and included if it adds value. Therefore, we invite you to tell us what you desire privately, and we can try to find a way to deliver it.
  
  While pursuing a passport application independently or through traditional means is certainly an option, and we invite you to not use our software if it does not provide value to you. We have since removed this feature of our $8 subscription fee that you mentioned, and to clarify, you were never charged for this fee. We feel that we have addressed each concern or item you mentioned one by one as well as listed out the benefits and features we offer.
  
  On August 10th, 2023, we completed your refund for $57 software fee, and we will cover the additional costs associated with your passport application processing. The refund confirmation email has already been sent to your email address on file. Please allow 1 - 3 business days for the refund to be posted back to your account as bank processing times vary.
   
  Please know that we will be footing the expenses related to printing of your application forms and passport photo, postage labels, tracking, customer service, as well as the issuance of the check. We regret to inform you that refunding the $130 government fee would result in the invalidation of your passport application. We believe this is not your desired outcome. You have already been made aware that the check has already been used for the renewal of your passport as you have confirmed today August 14th during our phone conversation at 1: 40 PM.
  
  Please be aware that even though services were rendered and your application was processed and received by the passport agency. This means that GOV+ will pay on your behalf to process your application with the exception of the government fee and we have explained why.
  
  We believe that we have addressed your concerns and processed the refund for all fees but the government fee accordingly. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 08/14/2023

   
  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:08/01/2023

  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.

  Govplus.com I received an email to renew my *** Precheck which was coming due. I completed the *** Precheck renewal with Govplus.com and paid them $97 on 12 May 2023. I followed up with *** on 8/1/2023. ***.gov has no record of receiving application or any funds. This website is deceptive and predatory as they are providing an application service, but not really.

  Business Response

  Date: 08/02/2023

  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. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We urge our customers to use our dedicated GOV+ support channels for any questions or concerns. Seeking help through these official channels would have allowed us to address your needs promptly and offer the necessary information, potentially preventing the need for a public complaint. Our designated support channels are set up to provide direct and efficient solutions, maintaining privacy and reducing the risk of misunderstandings from public discussions. Despite the complaint, we're grateful for the opportunity to offer a thorough explanation.
  
  You applied for a TSA Renewal, and on June 15th, we emailed you about  providing your KTN and your eligibility to you for online renewal. In that communication, we requested the $70 government fee payment to renew your KTN for another 5 years. It appears you might have overlooked this email, as we haven't received any response. 
  
  The exact email we issued to you on June 15th 2023 is as follows:
  
  Hi ****,
  
  Greetings from GOV+.
  
  This is a follow-up email regarding your TSA PreCheck renewal. I am pleased to inform you that we have successfully obtained your TSA Precheck Known Traveler Number (KTN), which is XXXXXXXX (removed for privacy). This means that you can now take advantage of our online renewal service and save yourself the time and hassle of scheduling an appointment at a TSA Facility.
  
  In order to proceed with the online renewal, we kindly request that you settle the Government Fees. You *** complete the payment by logging into your dashboard through this link: *************************************************.
  
  In case you encounter any issues accessing the link, please try clearing your cache or using a different device.
  
  Once you have access to your dashboard, please go to My Applications and click on your TSA PreCheck Application to proceed with the renewal process.
  
  We understand that renewing your TSA Precheck can be complicated, so please do not hesitate to contact us if you have any questions or concerns. Our team is here to assist you throughout the process and make it as smooth as possible.
  
  We appreciate your trust in GOV+ and we're looking forward to helping you with your TSA Precheck renewal.
  ____________________________________(end of email)_______________________________________
  
  

  Consequently, the renewal process in our system remains incomplete due to you not responding to our email as well as not paying the pending government fee.

  Furthermore, transparency about our service costs is vital. The $97 fee you paid does not cover the government fee required for your TSA PreCheck renewal. This fee encompasses using our software for your TSA application and grants access to your personalized dashboard for various forms now and in the future. Please understand that we take great care to prominently display this disclaimer on our payment page, clearly stating, "Government fees are not included," in bold lettering just below the designated payment amount. This ensures clear visibility before any credit card information is entered.
  

  Our additional free features, like customer service assistance, personalized booking, and rescheduling of TSA appointments for new applicants, aim to enhance your experience. While we recognize that situations can differ, it's worth noting that information about the exclusion of government fees is easily accessible on our homepage.
   
  Your feedback about our website is greatly valued, even if it raises concerns of deception or predatory behavior. While it's possible that a comprehensive review of our website might not have occurred prior to your interaction, it's important to recognize that your application was submitted voluntarily. It's possible that the available notices and disclaimers *** not have been fully considered. Although it's beyond our control, we understand the variations in assumptions and would like to address the accusation you've raised.
  
  We want to emphasize that the assertion of our company being deceptive and predatory lacks foundation. It's significant to note that, apart from the disclaimers and multiple calls to action on the website, a multitude of satisfied customers have had notably different experiences with our services. We encourage you to explore the reviews shared on our website (****************************************), which contrast with the allegations you've made. Our pride lies in upholding transparency, integrity, and delivering quality service. We genuinely regret any confusion that *** have arisen.
  
  We've taken note of your detailed complaint, which indicates a perception of the value of our services that falls short of your expectations. Customer satisfaction is of paramount importance to us. With this in mind, a full refund has been initiated to your charged account as of August 1st, 2023. The confirmation details for the refund have been conveyed to you via email. We kindly request your acknowledgment upon receipt. Given that bank processing times can vary, we recommend allowing 1-3 business days for the refund to be reflected in your account.
  
  We believe that we've adequately addressed your concerns and completed the refund process. As a result, we consider this matter to be resolved. We genuinely value your feedback and welcome any further comments or insights you might have. Should you wish to share additional feedback, please don't hesitate to reach out to us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

  Customer Answer

  Date: 08/04/2023

   
  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,
  
  *******************