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:07/19/2023

  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.

  Govplus.com is a misleading web site that lets you believe they are providing a service that lets you pay for *** precheck online. Once you arrive at the *** precheck site, they inform you govplus.com is a scam site and *** only takes payment in person. In addition, govplus.com double charged me $97.00.

  Business Response

  Date: 07/21/2023

  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 revisit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We wish to emphasize that our company operates with utmost transparency and adheres to strict policies regarding the nature of our services. At no point do we claim any association or endorsement from any government or state agency. To uphold complete transparency and provide absolute clarity to our users, we have taken specific measures to ensure that our status as a private company distinct from any government entity is prominently communicated on our website. The verbiage "Not the government, just a helpful private company" is displayed in bold font, strategically positioned near the top of our homepage. We understand the importance of ensuring that our customers are well-informed about the nature of our services and their distinctiveness from government agencies.
  In addition to the bold statement, our domain suffix of .com serves as a clear indicator that we are a private company and not affiliated with any government agency. This deliberate choice of domain extension reinforces our position as a private entity.
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  We have implemented necessary measures to make sure that our customers are well-informed and fully aware of the disclaimer outlined above. This disclaimer is prominently displayed in our terms & conditions and can be found on all landing pages of our website. It is of utmost importance for our customers to acknowledge and accept the terms & conditions before any payment can be processed. This critical step ensures that our customers are fully aware of our policies, including the statement that "You may request a refund at any time. However, we typically do not refund if an application has been completed or processed."
  
  However, in your case we will issue a refund as you requested. Our refund policy is in place to discourage any misuse of the refund system, preventing individuals from attempting to receive free services by seeking a refund after using them. We firmly believe in conducting business with integrity, and it is our expectation that customers honor their commitment by paying for the services received.
  
  We have also taken deliberate steps to ensure complete disclosure of all costs as well. On our payment page, a prominently displayed disclaimer reads: "Government fees are not included." This statement is presented in bold letters directly below the amount to be paid, ensuring that it is readily visible to our customers before they proceed to enter their credit card information.
  
  The service fee of $97 covers the use of our software and access to customers' dashboard to submit any other form. We also offer features free of charge such as customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants, and much more. Our patented autofill technology enables the seamless completion of government forms with a single click is a customer favorite. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. Our company is called GOVPLUS because we offer services and features that go beyond what the government currently provides. As each agency is regulated by a different department of the government, government services are not consolidated on a single state or federal website. This creates a significant inconvenience that we address by allowing the management of various applications in one comprehensive platform. It is essential to understand that our services and offerings extend beyond *** PreCheck applications. We provide an array of additional services including real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and emailall within a centralized platform. Our consolidation and streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. It is important to highlight that these features are currently not provided by the government.
  
  On April 14th, you submitted an application for *** PreCheck through our platform. The application was processed promptly, and on April 20th, an email was sent to you, prompting you to select an appointment for your *** PreCheck enrollment. On this particular occasion, you opened the email but decided not to proceed with the appointment selection at that time.
  
  Subsequently, you attempted to use the same email to choose an appointment, but due to the passage of several months since it was initially sent, the scheduling options previously provided had become unavailable. This resulted in a situation where you were unable to secure an appointment using that specific email.
  
  On July 18th, you mistakenly submitted a second application for *** PreCheck through our platform. Then right after on the same day, you reached out to our support team to express concern about being charged again. Understanding your request for a refund, we promptly processed the refund for the most recent charge as you have specifically requested and a confirmation of the refund was also sent to you for your reference. You verbalized understanding to us of this as satisfactory to you via chat correspondence.
  
  Furthermore, during your interaction with our support agent, they were able to assist you in setting up an appointment for your *** PreCheck enrollment. The following was confirmed:
  
  Please visit an enrollment center within 120 days to complete your enrollment.
  1. Provide required documentation and be fingerprinted.
  2. Pay a non-refundable fee with a credit card, money order, company check or
  certified/cashiers check.
  Appointment Time:  07/19/2023 @ 9:20 AM (MDT)
  (Exact location not provided for confidentiality)
  
  We would like to address your statement that you were double charged. We wish to provide clear and definitive clarification on the matter. You were not double charged for a single service. The situation arose due to the fact that you submitted two separate applications, resulting in two distinct charges. However, this was already addressed when you contacted us.

  We also want to address your statement  regarding the accusations made by *** agents at the facility you went to about our website and services. We believe it is essential to highlight that these claims are unfounded, as the *** agents in question have not directly used our services nor possess any knowledge about our specific company. We want to reiterate that being independent of the *** agency, or any government or state agency for that matter, does not render us a scam; it simply means that we are a private company offering legitimate services. We have consistently positioned ourselves as a private entity, never purporting to be anything else.
  
  As a private company, we have the right to provide services to customers within the bounds of the law. Government agencies are responsible for regulating practices, and it is not appropriate for government employees at a single facility to make sweeping judgments about a private company without proper knowledge,  investigation or understanding.
  
  We highly prioritize customer satisfaction and based on your complaint, you do not see the value in what GOVPLUS has to offer, therefore, refunds for both $97 charges have been processed to your charged account on July 18th and July 20th. Please allow 1-3 business days for each of the refunds to be posted, as bank processing times may vary. We believe that we have effectively addressed all of your concerns and processed your refunds. Consequently, we consider this matter closed. We value your feedback and would be grateful to receive any further comments or thoughts you may have.
  
  If you wish to share additional feedback, please do not hesitate to contact 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:07/18/2023

  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.

  I was charged $97 for what i was lend to believe was for my TSA Precheck application and appointment. The name of this company alone is misleading and unsettling. The only thing they did is collect my personal information for an application. With the fact that GOV is the title and that the website is able to falsely portray themselves as a government website should be illegal. I want a full refund and my account deleted.

  Business Response

  Date: 07/19/2023

  Hello ********,
  
  Thank you for contacting GOV+ via BBB. Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. For direct assistance, please revisit ******************************************* or contact us at ******************************** to reach one of our knowledgeable and dedicated customer support representatives.
  
  You initially set up your account to apply for a TSA PreCheck on July 11th but the card was declined at that time. From July 11th until the successful submission and payment on July 17th, you had ample opportunity to explore the entirety of our website to become fully informed about our services and features and read all of our disclaimers. 
  
  We want to assert that we have taken proactive measures to prevent any potential confusion or assumption of any affiliation with the government. We have consistently maintained transparency and made it clear that we are not affiliated or associated with the government. Any misperception or misunderstanding regarding our affiliation with the government is the result of individual assumptions. Furthermore, we would like to highlight our deliberate choice of the ".com" domain extension, which is commonly associated with private entities, as an additional indication of our status as a private company. It is crucial to recognize that official government websites are readily distinguishable through the presence of official seals and disclaimers prominently featured on their homepages. These visual indicators clearly identify the respective states or agencies as the official sources of information. Additionally, it is worth noting that official government websites often employ domain extensions such as ".gov" or ".mil," which further differentiate them from private entities like ours that utilize the ".com" extension. 
  
  Our website, www.govplus.com, prominently displays a bold statement near the top, explicitly stating: "Not the government, just a helpful private company." It is also specifically designed to provide all necessary information and guidance to assist you in making an informed decision regarding the use of our services. While it is possible that you may not have thoroughly reviewed our website, it is crucial to acknowledge that the notice regarding the exclusion of government fees is also prominently displayed on our homepage.
  
  We also want to emphasize that we exercise due diligence in prominently presenting this disclaimer on our payment page, "Government fees are not included,", positioned directly below the designated payment amount. Its bold lettering ensures explicit visibility, ensuring that customers are aware of this notice prior to providing any credit card information.
  
  "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."
  
  The abovementioned disclaimer is explicitly included within our terms and conditions, which must be acknowledged by users prior to submitting any payment. This meticulous approach ensures that our customers are also adequately informed of the stated disclaimer and have acknowledged its contents. 
  
  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 would like to clarify that 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 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.
  
  One of our customers favorite and distinctive features is our patented autofill technology, which enables the effortless completion of government forms with a single click. This cutting-edge technology serves as the foundation of our platform, distinguishing us from both competitors and government websites. It is crucial to understand that our services and offerings extend beyond TSA PreCheck applications. We provide a wide array of additional services, including real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and email. All of these features are conveniently available within our centralized platform.
  
  In response to your statement regarding the collection of personal information, it is important to recall that you were applying for TSA Precheck, a government-sanctioned membership program administered by the ********** of ******** Security. It is standard practice for applications to require personal information, as this ensures accurate processing and compliance with legal and regulatory requirements. Without relevant information, it would be impossible to verify your identity, assess your eligibility, and properly evaluate your application. And for TSA PreCheck applications, it  is especially crucial for conducting necessary background checks and security screenings. 
  
  During your call to request the cancellation and refund, we promptly submitted the request, and it has already been processed. As of July 18th, 9:32 AM EST, your account has been refunded, and an email confirmation has been sent to you as well. Please know that the refund may take 1-3 business days to be processed by your bank, as processing times can vary. We also want to assure you that your request to have your information deleted from our system has also been processed accordingly. 
  
  We regret that our services and features did not provide the value you were seeking. Customer satisfaction is a priority for us, and we have taken the necessary steps to address your concerns by processing the refund and addressing your concerns. Consequently, we consider this matter to be closed. However, should you have any further questions or provide additional feedback, please do not hesitate to contact us.
  
  You can reach us again 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:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up to renew my passport with gov + that was unintentional I tried to renew, but was redirected to their website, thinking it was the government wet website for passports. I set up my renewal that was in March. It is now the middle of July. I still dont have a passport. Im due to travel in three weeks and I have no passport and when I go online to check status, it says not available they didnt send me back my paperwork kept my check in my old passport and asked me to refill it out which I did three weeks ago. I still have no status on when my passport will arrive obviously gov + made an error in my application so I I received another application to re-fill out and mail in with a picture and a signature which I did do as I said three weeks ago and still havent heard back. This has delayed me for months I would never use gov+ I wouldnt have if I realized it wasnt a government agency this is misrepresentation

  Business Response

  Date: 07/19/2023

  Dear *****,
  
  Thank you for contacting GOV+ via BBB. We appreciate your reach-out, although we would like to inform you that this channel is not an official GOV+ support channel. For further assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our knowledgeable and dedicated customer support representatives will be pleased to assist you further.
  
  We genuinely understand and apologize for the frustration and confusion you experienced during your passport application process. We deeply regret any inconveniences or rejections you encountered.
  
  After reviewing your application details, we found that it was initially submitted on March 17 and mailed out by the end of March. It was picked up from the post office on April 5th, and processing commenced in May. Regrettably, it was rejected by the passport agency due to a missing signature. However, a signature was indeed present on the application, indicating a mistaken oversight on the part of the agency. We concluded a resubmission to the agency with an explanation of this mistake.
  
  To rectify the situation, we promptly took action on July 11th to request you to re-sign  (in a darker ink) your application for resubmission. However, you reached out to us to let us know that  you had already submitted a separate application using your own form and declined to wait for the new packet to be sent. We apologize for any confusion resulting from the mistaken rejection. It is important to note that as a private company, we cannot be held responsible for errors made by government agencies. Unfortunately, this matter was out of our hands and therefore we have issued a full refund.
  
  We want to emphasize that our website, www.govplus.com, operates transparently and does not engage in any misrepresentation. While some individuals may have made incorrect assumptions regarding our affiliation with government agencies, it is crucial to recognize the distinctions between the services we provide and the functions of official government platforms. GOV+ offers a centralized platform with services tailored to various needs, which are not currently available through government websites. Our company name, GOVPLUS, and the use of ".com'' as our domain extension clearly indicate our status as a private entity.
  
  In response to the rejection and the inconveniences caused, we have decided to issue a full refund of $57, covering the fees incurred for your application. Please note that the refund may take 1-3 business days to process, as processing times vary. An email confirmation regarding the refund has been sent to your registered email address.
  
  If you wish to provide further feedback, kindly reach out to us privately using the following contact information:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** (9 AM to 6 PM EST, Monday through Friday)
  
  Thank you for your understanding, and we sincerely apologize for any inconvenience caused. 
  
  Best regards,
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:07/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am taking a trip to ******, and a friend recommended I get a TSA. I went on line and thought this was a legitimate site. They immediately charged me ***** and hardly asked any questions. I found the legitimate Government site afterwards and realize and I had been scammed. I have reported this to my bank. Shame on this company for taking advantage of consumers. They should be shut down.

  Business Response

  Date: 07/18/2023

  Hello *******,
  
  Thank you for contacting GOV+ via BBB. Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. For assistance, please visit ******************************************* or contact us at ******************************** to reach one of our knowledgeable and dedicated customer support representatives.
  
  On July 16th, you submitted an application for TSA PreCheck with our company. It is important to clarify that the enrollment process involved a series of questions designed to meet the requirements set by the **** Contrary to your claim that you "hardly asked any questions," it is standard practice for government applications, including TSA enrollment, to include a comprehensive set of inquiries. These questions serve to verify information and ensure compliance with the necessary criteria. We are committed to adhering to these protocols, and our records indicate that your application proceeded to the next step of information verification in line with the established procedures.
  
  In response to your statement that you "found the legitimate Government site afterwards and realized you had been scammed," We kindly advise you to exercise ******** and refrain from using the term "scam" without substantiated evidence. We assure you that our services are legitimate, and our company abides by all required protocols and is operating within the bounds of the law. We want to assert that we have taken proactive measures to prevent any potential confusion or assumption of any affiliation with the government. Our website, www.govplus.com, prominently displays a bold statement near the top, explicitly stating: "Not the government, just a helpful private company." We have consistently maintained that we are not the government, nor have we ever suggested or misrepresented such a claim. Furthermore, we would like to highlight our deliberate choice of the ".com" domain extension, which is commonly associated with private entities, as an additional indication of our status as a private company. It is crucial to recognize that official government websites are readily distinguishable through the presence of official seals and disclaimers prominently featured on their homepages. These visual indicators clearly identify the respective states or agencies as the official sources of information.
  
  Additionally, it is worth noting that official government websites often employ domain extensions such as ".gov" or ".mil," which further differentiate them from private entities like ours that utilize the ".com" extension. We provide this information to assist you in distinguishing between official government websites and private companies like ours for future reference.
  
  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.
  

  Please also be advised that our commitment to transparency regarding all costs associated with our services is of utmost importance. While it is possible that you did not conduct a thorough review of our website prior to engaging , it is important to acknowledge that the notice concerning the exclusion of government fees is displayed on our homepage. Furthermore, we exercise due diligence in prominently presenting the aforementioned disclaimer on our payment page, explicitly stating, "Government fees are not included." This clearly visible disclaimer, distinguished by its bold lettering, is positioned directly below the designated payment amount, ensuring explicit visibility prior to the input of any credit card information.
  

  "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."
  

  The abovementioned disclaimer is explicitly included within our terms and conditions, which must be acknowledged by users prior to submitting any payment. This meticulous approach ensures that our customers are adequately informed of the stated disclaimer and have acknowledged its contents. Please be advised that our Terms & Conditions also outline our refund policy. It states, "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to deter any potential abuse of the refund policy, ensuring that individuals do not exploit it as a means of obtaining free services. It is essential to understand that once an application has been completed or processed using our software, it is considered a rendered service.
  
  We named our company GOVPLUS because it signifies the extensive range of services and features we provide, currently surpassing the limitations of government-provided resources. Respectfully, the $97 fee is not just to use our software to fill out your TSA application form. It also covers the use of our software and access to customers' dashboard to submit any other form. We also offer features free of charge such as  customer service assistance with pre-enrollment, customized booking or rescheduling TSA appointments for new applicants, ,if selected, and much more. One of our notable and distinctive features - our patented autofill technology, enables the seamless completion of government forms with a single click. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. It is essential to understand that our services and offerings extend beyond TSA PreCheck applications. We provide an array of additional services including real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and emailall within a centralized platform. Our consolidation and streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. It is important to highlight that these features are currently not provided by the government.
  
  We want to emphasize that our services operate on a VOLUNTARY basis, no obligation whatsoever for individuals to utilize our services. The individuals and customers alike have complete discretion in deciding whether or not to engage with us. It is important to acknowledge that a very significant number of our customers actively choose to seek assistance with their application process, willingly opting for our services and recognizing the added convenience it provides, even if it involves a fee. Their satisfaction is evident through positive feedback and recommendations they have provided, attesting to the value they find in our services.(****************************************) 
  
  The accusation that our company takes advantage of consumers fails to acknowledge that it is an individual's responsibility to thoroughly review our website and the accompanying disclaimers. Therefore, demanding to shut down a legitimate business for baseless accusations driven by emotion and bias rather than objective assessment would not only disrupt the lives of our valued customers, who have willingly engaged with our services, but also cause undue harm to our employees. We understand that you may have a different perspective on the value or convenience of the services we offer, and we genuinely respect your opinion in this matter. However, it is crucial to recognize that our customers exercise their own judgment and willingly engage with us based on their personal preferences and needs. Had you reached out to us through the dedicated GOV+ support channels, we would have gladly addressed your concerns and inquiries. This would have allowed for a direct and prompt resolution, sparing you the inconvenience of resorting to a public complaint. We always value the opportunity to resolve a misunderstanding, concern or assumption and regret when not given the courtesy of such directly.
  
  We acknowledge your detailed complaint, which clearly indicates that you do not perceive the value or convenience of the services we provide. While this does not align with our policies to use our services and once obtained issue a refund, we place a very high regard on customer satisfaction. Therefore, a full refund has been processed to your charged account on July 17, ******* hope that this gesture of goodwill is recognized and appreciated. Please be aware that in order to process the refund, the application has been canceled, and you may proceed to restart your application on your own at your earliest convenience. The refund confirmation details have been sent to you via email, and we kindly request that you acknowledge the receipt. 
  
  We understand that bank processing times may vary, so please allow 1-3 business days for the refund to be posted. We believe that we have effectively addressed all of your concerns and processed your refund. Consequently, we consider this matter closed. We value your feedback and would be grateful to receive any further comments or thoughts you may have. If you wish to share additional feedback, please do not hesitate to contact 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:07/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16, 2023 I paid $97 to have TSA Precheck renewed and it did not happen. THIS IS A SCAM.

  Business Response

  Date: 07/19/2023

  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.
  
  Furthermore, we would like to express our gratitude for your willingness to participate in the call on July 14th in response to your BBB complaint and to allow us to verbally discuss this matter and your TSA PreCheck Renewal application. We understand you did not want to pay for the additional government processing fee and therefore have issued you a full refund.
  
  At GOV+, we are committed to providing a seamless and satisfactory experience for all our valued customers. We deeply regret that our services did not meet your expectations, and as a gesture of goodwill, we have processed a full refund on July 14th of $97 to the account that was charged. Please note that the refund may take 1-3 business days to be processed by your bank, as processing times may vary. An email confirmation regarding the refund has also been sent to your registered email address.
  
  Please be aware that we do prompt on our website that Government fees are not included in our software fee. We have that exact verbiage located on our payment page for added visibility and clarity. 
  
  Please be sure to read and fully comprehend the content on websites in their entirety before engaging in paid services.
  
  We consider this matter resolved and appreciate any feedback or additional comments you may have. Should you wish to share further feedback, we kindly request you to contact us privately using the following contact information:
  
  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:07/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/12/2023, I was looking to apply for TSA Precheck. I am 55 and no longer feel I can wait in the long lines at the airport. I went online to apply for the precheck and figured I would need to go in person to prove my credentials. I went to the link that was provided to me under the impression that I was at the government's site, paid the $97 fee, completed the application and received my scheduled in-person appointment. When I arrived, the employee told me that I needed to pay the $78 fee for the application. I explained I had already prepaid for the service and thought I only needed to provide proof to them to receive the precheck. To my surprise, they told me I must have selected a link to a non-government website and that (Government) only accept payment at time of service. I went back home and check the website and found it very deceiving. It fails to mention that you will still be required to pay the additional $78 at time of screening. I would think that should be mentioned on the homepage. I would have never agreed to pay them $97 just to fill out a form that only takes a few minutes. I also feel violated because I have now provided personal information to a third party, which I strictly avoid.

  Business Response

  Date: 07/13/2023

  Hello ****,
  
  Thank you for contacting GOV+ via BBB. Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. For assistance, going forward, please visit ******************************************* or contact us at ******************************** to reach one of our knowledgeable and dedicated customer support representatives. We would like to assure you that we are committed to addressing and resolving all of your concerns through our official GOV+ support channels.
  
  On June 12th, you submitted an application for *** PreCheck with our company. June 13th, we sent you an email prompting you of the nearest location of your appointment and earliest appointment date and times available. Here are the details:
  
  Appointment Time: 2023-07-11 09:00:00
  Appointment Place: Truck Pop-Up Weatogue, ** 06089
  
  You mentioned that after going to the *** appointment schedule that was provided for you, you went back home and checked the website and found it very deceiving. We wish to emphasize that we have taken proactive measures to mitigate any potential confusion or presumption of an affiliation with the government. It is crucial to note that our website, www.govplus.com, explicitly declares, in bold font near the top, the following statement: "Not the government, just a helpful private company." We have never presented to be the government, nor have we ever insinuated or misrepresented such a claim. Furthermore, we would like to draw attention to the fact that our choice of the domain name ".com" was intentionally selected to reflect our position as a private entity. It is essential to bear in mind that official government websites are readily identifiable by the presence of seals and disclaimers prominently featured on their homepages. These visual indicators clearly display the official websites of respective states or agencies. Additionally, it is worth noting that official government websites typically employ domain extensions such as ".gov" or ".mil," as opposed to the ".com" extension we employ. We offer this information for future reference, so that you *** distinguish between official government websites and private entities like ours.
  
  We named our company GOVPLUS because it signifies the extensive range of services and features we provide, currently surpassing the limitations of government-provided resources. Respectfully, the $97 fee is not just to fill out your *** application form. It covers the use of our software, customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants, and access to customers' dashboard to submit any other form ,if selected, and much more. One of our notable and distinctive features - our patented autofill technology, enables the seamless completion of government forms with a single click. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. It is essential to understand that our services and offerings extend beyond *** PreCheck applications. We provide an array of additional services including real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and emailall within a centralized platform. Our consolidation and streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. It is important to highlight that these features are currently not provided by the government. 
  
  Our services are entirely voluntary, and there is no obligation for customers to utilize them. The decision to engage with our services rests solely with the individual customer. A great number of our customers seek assistance with their application process by opting for our services, even if it involves paying for added convenience. We acknowledge that you *** not personally perceive the value or convenience of the services we offer, and we genuinely respect your opinion.
  
  We would also like to address this specific statement as well: fails to mention that you will still be required to pay the additional $78 at time of screening. You selected and confirmed the appointment information and was subsequently sent an appointment confirmation email that states: Hello ****, Your appointment is confirmed. Please be prepared to pay the $78 government fee. Acceptable payment methods include credit card, debit card, money order, company check, or certified/cashiers check.. It is evident that the appointment confirmation email clearly states the requirement to pay the $78 government fee and outlines the acceptable payment methods. The same email also directs you to access your confirmed appointment details through your dashboard. Therefore, your assertion that our service failed to mention that paying the government fee was required is inaccurate. 
  
  Please be advised that our commitment to transparency regarding all costs associated with our services is of utmost importance. While it is possible that a thorough review of our website *** not have been conducted, it is important to acknowledge that the notice concerning the exclusion of government fees is displayed on our homepage. Furthermore, we exercise due diligence in prominently presenting the aforementioned disclaimer on our payment page, explicitly stating, "Government fees are not included." This clearly visible disclaimer, distinguished by its bold lettering, is positioned directly below the designated payment amount, ensuring explicit visibility prior to the input of any credit card information.
  
  "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."
  
  The abovementioned disclaimer is explicitly included within our terms and conditions, which must be acknowledged by users prior to submitting any payment. This meticulous approach ensures that our customers are adequately informed of the stated disclaimer and have acknowledged its contents. Please be advised that our Terms & Conditions also outline our refund policy. It states, "You *** request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to deter any potential abuse of the refund policy, ensuring that individuals do not exploit it as a means of obtaining free services. It is essential to understand that once an application has been completed or processed using our software, it is considered a rendered service. This understanding is crucial in recognizing that the value and benefits of our software have already been delivered. Acting with integrity is of utmost importance to us, and we encourage our customers to honor their obligations by paying for the services they have received.
  
  And finally, your concern about providing information to a third party, rest assured that our company upholds the highest standards of business ethics, ensuring the utmost care and protection of your information. We want to assure you that the information you provide will be used solely for the purpose of managing and processing your application for the authorized government entity. At GOV+, we prioritize the confidentiality of our customers and treat the handling of personal information with the utmost seriousness.
  
  To safeguard your data, our website, GOV+, employs bank-level, 256-bit TLS encryption, a robust security measure designed to protect the confidentiality and integrity of your information. We understand the paramount importance of privacy and security to our customers, and we are fully committed to maintaining the highest level of data protection. As explicitly stated in our terms and conditions, we do not share personal information with any third parties. For a more comprehensive understanding of our security and privacy practices, we invite you to revisit our website again and navigate to the Security & Privacy tab. Alternatively, you *** follow this link: [*************************************************]. 
  
  We also highly prioritize customer satisfaction and based on your detailed complaint, you do not see the value in what GOVPLUS has to offer, therefore, a full refund has been processed to your charged account on July 13, 2023, despite it not being aligned with our policies. We understand that the service has already been provided and 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 *** vary. An email containing the refund confirmation details has been sent to you. Kindly acknowledge the receipt. We are confident that we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you *** 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:07/10/2023

  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 was charged $97 to get a TSA Precheck. I thought this covered the application for one. This company merely set up an appt online which I could have done for free. The fact that GOV is the title was misleading ** I thought it was a government website. I want a refund of this fee.

  Business Response

  Date: 07/10/2023

  Hello *****,
  
  Thank you for contacting GOV+ via BBB. Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. For assistance, going forward, please visit ******************************************* or contact us at ******************************** again to reach one of our knowledgeable and dedicated customer support representatives. We would like to assure you that we are committed to addressing and resolving all of your concerns through our official GOV+ support channels.
  
  On July 9, 2023, you submitted an application for TSA PreCheck with our company. To check on the status of your recently submitted application, you used our GOV+ Assistant, and one of our customer service representatives sent you an email to confirm that it is being processed. On July 10th, we sent an email requesting you to select your preferred appointment schedule. Please see the confirmed appointment details you selected below:
  
  Appointment Time: 07/14/2023 @ 9:40 AM PST
  Location: Staples
  *******************************: Located inside Staples
  ************** 95832-1001
  UEID: UZZY-3V1QG4
  
  At GOV+, we understand the importance of building trust with our customers through the services we provide. We take great care to ensure that our website is not misleading and that our status as a private company is clearly indicated throughout the website with discernible disclaimers and the domain name ".com". The verbiage "Not the government, just a helpful private company" is stated explicitly, in bold and close to the top on our homepage. We would like to remind our customers that any misunderstandings regarding our website may be a result of not fully reading and comprehending the visual notices and disclaimers. We encourage individuals and customers to invest enough time in reading and understanding our website to fully appreciate the exceptional services we offer. It is also important to note that official government websites can be easily identified by seals and disclaimers on their homepages. These seals and disclaimers indicate that they are the official websites for a state or an agency. Additionally, official government websites use .gov or .mil domain extensions instead of .com. This information can be useful for future reference.
  
  We would like to emphasize that we have taken all necessary measures to ensure complete transparency and clarity regarding our software fee and the exclusion of government fees. In order to achieve this, we have included a bold disclaimer in a prominent section of our website and on our payment page that explicitly states, "Government fees are not included." This notice is prominently displayed directly below the payment amount, ensuring its visibility before entering any credit card information. Our Terms & Conditions also clearly state that "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." We have made sure that our customers are fully aware of the aforementioned disclaimer in our terms & conditions. Please note that acknowledgement of these terms is required prior to processing any payments. This policy is in place to discourage individuals from taking advantage of the refund policy to receive free services. It's essential to act with integrity by paying for the services received instead of using them up and then asking for a refund. Please note that acknowledgement of these terms is required prior to processing any payments. We want to make it clear that the use of our software for your application, which resulted in the appointment selection provided, is considered a rendered service.
  
  In addition, the software fee of $97 for TSA Precheck applications not only covers the cost of our software, but also includes our prompts and exceptional customer service . Our team is always available to help with pre-enrollment, customized booking or rescheduling of TSA appointments for new applicants, and providing access to our online platform. Our streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. By enrolling in GOV+, customers can now file for multiple government products all at once in just a few clicks. Additionally, our customers are able to efficiently manage and track all their government applications in one centralized location. We understand that you may not see the value in the services we offer, and we respect your opinion. However, we kindly request that you refrain from inadvertently dismissing the experiences of others who require assistance to apply.
  
  While it is certainly possible for anyone to file a government application,  in your case specifically a TSA Precheck, on their own, not everyone has the patience to navigate websites, fill out forms repeatedly with the same information, or the flexibility to take time off for in-person appointments. This is particularly true for those with medical conditions and those who struggle with technology or who just value their time. Our suite of services and products are not limited to just TSA PreCheck applications. We cater to a wide variety of individuals,  including those who are unable to travel for applications, those who cannot spare the time to stand in line for in-person applications, and those who appreciate the advantages of technology. It's important to note that no government website, be it state or federal, currently provides multiple services for different government agencies, all in one platform. GOV+ services offer unparalleled convenience, not just to our customers, but to government agents as well. At GOV+, our goal is to ensure a smooth and seamless experience for everyone involved.
  
  While we regret that you do not see the value of our services, we highly prioritize customer satisfaction. Therefore, we have processed a full refund of $97 to your charged account. Please note that bank processing times may vary, kindly allow 1-3 business days for the refund to be posted. An email containing the refund confirmation details has been sent to you. Please acknowledge receipt of the email. Also, please note that in order to process the refund, we had to cancel your application along with your scheduled appointment. You may restart your application and book a new appointment with TSA at your earliest convenience. We are confident that we have addressed all of your concerns and resolved the matter by processing a refund. 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
  **********************
  
  

  Customer Answer

  Date: 07/10/2023

   
  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:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used what I had thought was the vital birth certificate site to apply and set an appointment. After submitting my personal information, I was asked to pay a $57 fee, which I thought was the application fee, then I got charged a $30 government fee, as well as being able to receive the certificate rushed with overnight delivery. Once the process was completed, I found out that there could be a 1 - 150 processing time. The gov+ website is misleading. I am concerned my personal information is in a third party database when I thought it was going directly to the vital check database. I'd like a refund and for my information to be removed from their database.

  Business Response

  Date: 07/10/2023

  Dear ******,
  

  
  

  Good afternoon. I hope this email finds you doing well. I am writing to you again regarding the BBB complaint#******** from ********************************************. We would like to appeal this complaint since it had already been settled before it was filed. Please see our timeline and the attached receipt as references .Thank you.
  

  
  

  July 07 - 10:58 AM EDT - Reached out to Live chat support ; unresponsive until 11:06AM; customer leaves chat then comes back

  July 07  12:12 EDT    Refund issued  for Service fee      
  July 07  12:12 EDT    Refund issued  for Government fee  despite being non refundable and not requested.
  July 07 13:39 EDT    BBB complaint received

  
  

• Initial Complaint

  Date:07/06/2023

  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.

  This website is misleading. At the time of my usage, it was made to seem like it was the government page to apply for *** Precheck. After paying $97, I went to the *** Precheck application site, and was told that Gov+ is a scam, and that they had already seen 4 people that day who had been scammed. Gov+ advertises that the $97 is the *** application fee, which it is not. Now I am concerned about my private info that I used on that website, and had to cancel my credit card, and dispute the charge. They need to be shut down. It's obvious that this is happening to so many people who participated in their web forms because of being misled.

  Business Response

  Date: 07/11/2023

  Hello *****,
  
  Thank you for contacting GOV+ via BBB. Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. For assistance, going forward, please visit ******************************************* or contact us at ******************************** again to reach one of our knowledgeable and dedicated customer support representatives. We would like to assure you that we are committed to addressing and resolving all of your concerns through our official GOV+ support channels.
  
  On April 13th, 2023, you submitted an application for *** PreCheck with our company. On May 4th, you contacted us via chat to inform us that you had received a notice to select your appointment schedule, but may have missed the notice as the dates offered had already passed. Our customer service representative provided you with assistance and helped you select a schedule that you approved of. Here are the details of the appointment:
  
  Appointment Time: 05/12/2023 @ 2:00 PM (MST)
  Location: **********************************************
  Truck Pop-Up: AAA ********** 5/8-5/18
  ************** 80015-3120
  UE ID:UZZY-513K9B
  
  We would like to address your statement about our website being misleading. It is worth  noting that if a thorough reading and comprehension was conducted, there should be no confusion about our website and services. Our website is not intended to replicate any official government websites. We are confident in our design decisions and believe they offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company. Our status as a private company is clearly indicated through discernible disclaimers placed throughout the website, and even our domain name ".com" reflects this. A friendly reminder and also for future references, official government websites are easily identifiable by seals and disclaimers on their homepages. These seals and disclaimers indicate that they are the official websites for a state or an agency. Additionally, official government websites use .gov or .mil domain extensions, again,  instead of .com. 
  
  It's important for individuals and customers to invest enough time in reading and understanding our website to fully appreciate the exceptional services we offer. This will ensure that there are no unfounded claims of deception or misrepresentation on our site. Our website has clear notices and disclaimers that unfortunately you reportedly have not read or you would not have inaccurately assumed anything other than GovPlus as a private company. We still want to assure you that we hold trust in high regard in all of our business dealings, regardless of how you may perceive our company. We have taken proactive measures to avoid any possible confusion or assumption regarding our affiliation with the government, as outlined in the following points. 
  
  1. 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.
  
  2. 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."
  
  3. We have made sure that our customers are fully aware of the aforementioned disclaimer in our terms & conditions. Please note that acknowledgement of these terms is required prior to processing any payments. Our Terms & Conditions also clearly state that "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to discourage individuals from taking advantage of the refund policy to receive free services. It's essential to act with integrity by paying for the services received instead of using them up and then asking for a refund. Please note that a selection and a  customized appointment were provided  are considered rendered services.
  
  4. Our company is called GOVPLUS because we offer services and features that go beyond what the government currently provides. As each agency is regulated by a different department of the government, government services are not consolidated on a single state or federal website. This creates a significant inconvenience that we address by allowing the management of various applications in one comprehensive platform. Our streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. With GOVPLUS, customers can manage our current and future offerings for government applications in one place with ease and efficiency.
  
  We also want to clarify your concern regarding our software fee. We want to reiterate that we have taken all necessary measures to ensure complete transparency and avoid any possible confusion. To achieve this, we have included a bold disclaimer on a prominent section of our website and on our payment page that explicitly states, "Government fees are not included." This notice is displayed directly below the payment amount, making it visible before entering any credit card information. We'd like to clarify that our fee of $97 for *** Precheck applications not only covers the cost of our software, but also includes our exceptional customer service, which you've noted as being very helpful during the chat. Our team is always available to help with pre-enrollment, customized booking or rescheduling of *** appointments for new applicants, and providing access to our online platform. Our streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. By enrolling in GOV+, customers can now file for multiple government products all at once in just a few clicks. Additionally, our customers are able to efficiently manage and track all their government applications in one centralized location.
  
  We would like to acknowledge the feedback you provided regarding a *** agent at the facility you visited who accused our website of being a scam, and that there were four more similar incidents on that day. Thank you for bringing this matter to our attention, and we appreciate the opportunity to provide some clarification. While we respectfully disagree with this allegation, we take all feedback and accusations seriously. It is unjustified and unprofessional for a *** employee to make such a baseless claim about our company and services without any prior knowledge or usage of them. We are a privately-owned company that is fully registered under state and local laws. Our independence from the *** agency, or any other government agency for that matter, should not be interpreted as a sign of a scam or fraudulent operation. Rest assured that we have complied with all legal requirements and are operating with complete transparency and integrity. 
  
  We have never implied to be anything other than a private company, and private companies are permitted to offer services to customers. It's also worth mentioning that government agencies regulate practices, not individual government employees. We also want to emphasize that our services are optional, and no one is obligated to apply for them. It is up to each individual customer to decide whether or not to use our services if they see the value in the many features we offer stated clearly on our website. 
  
  It appears that you voluntarily applied and may not have given attention to the notices and disclaimers. Though it's no fault of ours, we can not control what people assume. Therefore, we need to make it clear that the accusation made by you and the *** agent regarding our company being a scam is baseless. Thousands of satisfied customers have had a different experience with our services, and we believe that the allegations are in contrast to these reviews (****************************************). 
  
  Additionally, it's worth noting that if you reference other customers who've lodged complaints with the BBB, it's important to recognize that the BBB is designed to receive complaints and mediate and doesn't have an equivalent system for submitting appreciation or positive reviews. Positive and negative reviews aren't evaluated in the same manner, and we're proud to showcase a significantly high review rating as well as genuine customer testimonials. Out of the 222 reviews received in the last three years of servicing hundreds, even thousands of customers, an extremely few of them were complaints. We acknowledge that reviews can be helpful, but they may not always provide the full picture. There is always the possibility that a customer may exaggerate certain details in their review or complaints in the hopes of receiving some form of compensation. Before referencing BBB complaints or negative reviews, we recommend taking the time to read all available sources of reviews in order to gain a more complete understanding of the company, rather than solely focusing on complaints that align with preconceived biases.
  
  At our company, we strive to make a positive impact on the lives of millions of customers by offering a valuable service: the ability to avoid the tedious task of filling out forms. If this is not something you prioritize, we kindly ask that you refrain from using our services.
  
  We understand and respect your feelings but want to clarify our position on the matter. It is possible that the *** agents at the facility provided incorrect information, but we have always taken responsibility for ensuring that our customers are well-informed and receive high-quality service. Had you contacted us through our dedicated GOV+ support channels, we would have been more than pleased to assist you with any concerns or inquiries, sparing you the inconvenience of filing a public complaint. If you require a refresher, all necessary information can be found on our website at *****************************************.
  
  Our patented autofill technology is the heart of our platform, and sets us apart by automatically filling in your information for any additional forms with a single click. We process many forms that can be completed with just one click, not just *** PreCheck applications. We understand that not everyone sees the value in completing applications completely online or with one click. If this is the case for you, we understand that GOV+ may not be the right option. 
  
  Regarding your concern about privacy, we want to assure you that our company practices the highest level of business ethics and privacy. All customer information will only be used to manage and process applications for the government entity that we were authorized to work with. Our website, GOV+, uses bank-level, 256-bit TLS encryption to protect our customers' information, and we take our customers' confidentiality seriously. As per our terms & conditions, we will not share personal information with any third parties. For more information on our security and privacy practices, please revisit our website and click on the Security & Privacy tab or follow this link: *************************************************. We understand that privacy and security are of utmost importance to all our valued customers, and we want you to know that we take these matters very seriously. 
  
  We also highly prioritize customer satisfaction and based on your complaint, you do not see the value in what GOVPLUS has to offer, therefore, a full refund has been processed to your charged account on July 6th, despite it not being aligned with our policies. We understand that the service has already been provided and 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. Please take extra care to keep your card active until the refund amount has been credited. If your card has already been canceled, kindly coordinate with your bank on how your refund will be posted. An email containing the refund confirmation details has been sent to you. Kindly acknowledge the receipt. We are confident that we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:07/06/2023

  Type:Order 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 June 21st, 2023, I paid $97 and $57. This was supposed to cover my TSA pre check application and my passport renewal respectively. Today I went to my appointment for TSA pre check and was told I needed to pay another $78. This was at Identigo where I was told the fee was for background check and fingerprints and would be valid for 5 years. When I said I had already paid online, I was told they dont accept online payments. So now I obviously know the $57 paid to renew my passport was wasted as well. These payments were paid to a site called GovPlus. I would like to know if there is any way to recover my losses and also to let others know about this scam!

  Business Response

  Date: 07/07/2023

  Hello *****, 
  
  Thank you for contacting GOV+ via BBB. Please note that while we appreciate your reaching out to us here, this channel is not an official GOV+ support channel. For assistance, going forward, please visit ******************************************* or contact us at ******************************** to reach one of our knowledgeable and dedicated customer support representatives. We would like to assure you that we are committed to addressing and resolving all of your concerns through our official GOV+ support channels.
  

  On June 20th, you submitted applications for both *** Precheck and Passport Renewal. Both applications were processed as expected. For ************, you were presented with appointment options. You chose one of the available appointments and went to the in-person interview.
  
  It is also important to note that you have chosen to apply for our services and we trust that you have carefully reviewed the disclaimers regarding our services and fees, which are prominently displayed throughout our website. We kindly advise you to exercise ******** when using the term "scam". 
  
  At the same time, we want to assure you that our services are legitimate. GOV+ is a private company, separate from the *** or any other government agencies, and we urge you to take the time to fully understand the nature of the services we offer before making any allegations. We have always been transparent about our status as a private company, and we stand behind our services with disclaimers and a money-back guarantee. If you had reached out to us through the dedicated GOV+ support channels, we would have been more than happy to address your concerns and inquiries, rather than having you go through the inconvenience of filing a public complaint. We have had the pleasure of serving thousands of satisfied customers who have had a positive experience with our services. However, we understand and respect your concerns and would like to address them. We want to make it clear that our position on the matter may differ from your allegations, but we are committed to finding a resolution that satisfies both parties.
  
  We would like to emphasize that we have taken all necessary measures to ensure complete transparency and clarity regarding our software fee and the exclusion of government fees. In order to achieve this, we have included a bold disclaimer in a prominent section of our website and on our payment page that explicitly states, "Government fees are not included." This notice is prominently displayed directly below the payment amount, ensuring its visibility before entering any credit card information. Our Terms & Conditions also clearly state that "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." We have made sure that our customers are fully aware of the aforementioned disclaimer in our terms & conditions. Please note that acknowledgement of these terms is required prior to processing any payments. This policy is in place to discourage individuals from taking advantage of the refund policy to receive free services. It's essential to act with integrity by paying for the services received instead of using them up and then asking for a refund. Please note that acknowledgement of these terms is required prior to processing any payments. We want to make it clear that the use of our software for your application, which resulted in the appointment selection provided, is considered a rendered service.
  
  In addition, the software fee of $97 for *** Precheck applications not only covers the cost of our software, but also includes our prompts and exceptional customer service, which you noted as being very helpful during our chat. Our team is always available to assist with pre-enrollment, customized booking or rescheduling of *** appointments for new applicants, and providing access to our online platform, which allows you to submit any other form with just one click.
  
  Regarding your passport renewal application, we have been waiting for you to upload your required photo. We want to reiterate that government fees are not applied. The $57 fee you paid is for our services that include our patented one-click technology, which means that once you input your data, it is automatically submitted into all other products we have now and in the future, with no additional work on the customer's part. You may already have experienced it when you submitted your applications. With real-time tracking, and updates, you can track the status of your application by logging into your account. Our expert team ensures that your application is error-free and has the best chance of being approved. If there are inaccuracies, our team reaches out to customers to make sure these are rectified. Customized packets for selected applications, including passport renewal, to ensure that you have everything you need in one place. Our customer support is available 24/7 via chat, phone, and email, so you won't have to spend a significant amount of time on hold just to ask a single question about your application. We are committed to providing you with the help you need to make the process as smooth as possible while maintaining the highest level of professionalism. If the $57 GOV+ service charge doesn't offer sufficient value for a hassle-free experience for you, we're not sure what would.
  
  In essence, GOV+ services offer unparalleled convenience. While it is possible for individuals to file applications on their own and in the traditional way, not everyone has the patience to navigate websites or go to government facilities to look for the correct forms; trying to figure out which documents are needed, personal access to printers or scanners, or wait in long lines at government offices, particularly those with medical conditions. Our services cater to a wide range of individuals, including those who cannot afford to travel for applications, those who do not have the time or access to print out forms, and those who value technology. These features that we currently offer eliminates these challenges, allowing our customers to complete their applications with ease and confidence. With GOV+, our customers do not need to worry about owning a printer, checks, money orders, stamps, or anything else. At our company, we handle all the small details, allowing our highly valued customers to concentrate on their daily lives.
  
  We would like to also emphasize that our services are constantly evolving to meet the needs of our clients. We are always exploring new and innovative ways to enhance our applications and ensure that our clients have access to the best possible tools for their needs. GOV+ strives to stay ahead of the curve, setting us apart from government websites. Our services benefit not only our customers, but also government employees. In fact, many agencies prefer to receive applications from us due to our reputation for creating error-free applications. This has helped reduce their workload and enabled them to process more applications in a day.
  
  At GOV+, our goal is to ensure a smooth and seamless experience for all of our customers. While we regret that you do not see the value of our services, we had also hoped to address your concerns and resolve any issues you may have had with our service in a private and respectful manner. 
  
  In line with our commitment to customer satisfaction, we have processed full refunds of $97 and $57 to your charged account despite it not being aligned with our policies. Please note that bank processing times may vary, kindly allow 1-3 business days for the refunds to be posted. We have sent you emails containing the details of your refund confirmation. Please acknowledge the receipts. We are confident that we have addressed all of your concerns and resolved the matter by processing  refunds . 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
  **********************
  

  
  

  Customer Answer

  Date: 07/10/2023

   
  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,
  
  ***********************