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:04/13/2023

  Type:Customer Service 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 4-13-2023, I paid $97 for what I thought was TSA pre check. I then realized that was just for the use of their software and that I would have to pay more money upon going for my interview. As soon as I realized this, I went on the chat to try and resolve this and to get my $97 refunded, and was on there for over 30 min without a response. I see that they have a money back guarantee, so Im hoping they will honor that.

  Business Response

  Date: 04/14/2023

  Dear Peytoon,

  
  Thank you for feedback.
  Please know that we clearly explained Government fees are not included in our one-time fee of $97, that this fee is for assistance in the pre-enrollment and booking of your TSA application on top of the use of our online platform, which includes our patented autofill technology that automatically populates any information you've provided. This was utilized when you initially provided your information and payment details using our online software. However, you are right we have a 100% customer satisfaction and will honor our refund policy as always even-though services were rendered please consider it a gift.

  
  We received this BBB complaint late yesterday evening on April 13th 2023 and as of this morning we refunded you in full your $97 dollars.
  Please going forward call us directly and allow us the opportunity to resolve the concerns directly rather than public chat forums or BBB.
  Kindly allow 1-3 business days for the refund to post to your account as bank processing times vary. We hope that we have addressed your concerns and any confusion regarding our services. If you wish to provide further feedback privately, we would be happy to hear from you.
  We offer the following support options:
  
  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday
  
  
  You can reach us through the following:
  Chat: *******************************************
  Email: ********************************
  Phone: **************
  
  
  Sincerely,
  
  
  April
  Customer Service Specialist
  **********************
  

  
  

  Customer Answer

  Date: 04/14/2023

   
  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:04/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27, 2023 I went online to apply for a *** number. The website Govplus looked official and I gave them all of my information. I was then given a date to go to a local office to complete my application. It was not until I went to the office on April 10th that I discovered that they did not have my appointment scheduled and that it did not accept payment on line. They did however have my information, but it was not submitted correctly. When I got home I checked my credit card account to find that indeed they did charge me $97. The official cost for the *** application was $78. I then googled Govplus to find out that this business has a high risk of being a scam. They not only got my money but all my information.

  Business Response

  Date: 04/12/2023

  Hi ****,
  
  Thank you for your feedback and giving us the opportunity to clarify. Please know that GOV+ is a legitimate company that is fully registered according to state and local laws.
  
  Please confirm you went to this *** Agency Appointment on
  04/10/2023 @ 1:10 AM (EST)
  Location: **************************************************************
  
  As this was the date and location we confirmed with you, we reached out to this specific agency, and they reported that you did not show up to this scheduled appointment. Therefore, since you did not reach out to us for help, we can only assume that you went to the incorrect *** Agency location.
  
  Allow us to clarify the costs: GOV+ $97 is for the use of our software and related services. We offer access to our exclusive software, which has a range of features, including intelligent form completion, fully digital processes, and one-click form filing when you file multiple forms with us. We take pride in offering our customers accuracy, convenience, and accessibility. We and many of our active customers feel that our software and concierge-like features are a great benefit. Now, the government fee or the *** fee of $78 is for the processing of the application and shall be paid, in person, directly to the *** Agency. We clearly state on our website that this government fee is not included in our fees. 
  
  We pride ourselves on outstanding customer service, and we would love to learn more about what specifically happened versus taking it to the BBB. In the meantime, please contact us to confirm why you did not show up to the designated office so we can get everything sorted. Well be reaching out to you personally in the next 24 hours to touch base. We want to learn more about the situation and how we can make things right. May it be assistance in rescheduling your appointment or issuing a refund, whichever you decide. Or kindly reach out to us anytime at your convenience.
  

  We offer the following support options:
  

  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday
  

  You can reach us through the following:
  

  Chat: *******************************************
  Email: ********************************
  Phone: **************
  
  Sincerely,
  April

  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:04/10/2023

  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.

  Due to misleading information, I was trying to apply for a *** Precheck and found myself on gov+ to assist but the application process which was 97$ and then a follow up price for 78$ for the *** Precheck meeting. It was very misleading as all I wanted was to apply without creating an account and paying for a subscription. The fine text was minimal and I am trying to reach out to customer support but the ** chat is not responsive and theres no easy way to reach out. I just want a refund and to cancel my account.

  Business Response

  Date: 04/12/2023

  Hi *******, 
  
  
  Im sorry to hear about your disappointment and that you felt misled when you were looking for assistance with your TSA PreCheck application. Please know that, in no way, do we intend to mislead; as a matter of fact, we go to great lengths to ensure education and clarity. Therefore, we take customer feedback seriously and make adjustments as needed. We understand how you could have felt alarmed due to the chat message dropping, and unfortunately, we were not able to gather your data to identify you as a customer prior to being disconnected on the chat. This was why it took a while until you were able to communicate with us, and that was via email.
  
  GOV+ is a private online software technology company, not affiliated with or endorsed by any government or state agency. Our company aims for convenience and accessibility in filing government forms, which is not limited to just TSA PreCheck. We understand that this is the only product you need at this time. However, going forward, you may need more. To date, we have adjusted and removed the subscription, and now customers can purchase products separately. Thank you for this feedback.
  
  The use of our services comes with fees; government fees are not included, and we clearly state this on the website. The charge you received was for the use of our software and the convenience of having someone book or schedule an appointment of your choice at a location nearest to you. In addition, we have patented one click technology, which means once you input your data, it is submitted automatically into all other products we have now and in the future with no additional work on the customer's part.
  
  
  We understand our services are not for everyone and respect your decision to request a refund of your $97 and the deletion of your account and all personal data. We guarantee that both of these requests were fulfilled in real-time on April 11th, and an email was sent as a confirmation for those requests. Please verify that you have received the confirmation, and kindly allow 1-3 business days for the refund to post to your account as bank processing times vary.
  
  We hope that we have addressed your concerns and your refund, and that the explanation of your concerns helped clear up any confusion regarding our company, our fees, and the services we offer. GOV+ aims to improve our services, and if you wish to provide further feedback privately, we would be happy to hear from you.
  
  We offer the following support options:
  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday
  
  You can reach us through the following:
  Chat: *******************************************
  Email: ********************************
  Phone: **************
  
  
  Sincerely,
  

  April
  Customer Service Specialist
  **********************
  
  

  
  

• Initial Complaint

  Date:04/07/2023

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

  Business Response

  Date: 04/11/2023

  Hi Signe,

  Thank you for your honest thoughts. Although not what we are hoping for, we value an opportunity to clarify and better our ways. We are sorry you mistakenly signed up for our service when looking to apply for TSA. GOV+ is a legitimate company that is fully registered according to state and local laws and we can assure you that we are not a scam. However, we respect your decision for a refund of your $97 dollars and request for account deletion of all personal data.

  We guarantee that these requests have been fulfilled on April 8th. You should have received a refund confirmation email. Please allow 1 to 3 business days based on your bank processing time for the refund to be posted on your credit card statement as processing times vary. Rest assured the refund has been processed on our end.

  We value all of our customers both the satisfied ones as well as the unsatisfied customers and strive to better our services everyday. Again, we thank you for your feedback. Since your request to refund and purge data has been resolved we consider this matter closed. However, if you wish to communicate with us directly or elaborate further please reach out to us anytime at your convenience. We offer the following support options:
  
  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday
  You can reach us through the following:
  
  Chat: *******************************************
  Email: ********************************
  Phone: **************
  

   

  Sincerely,
  April
  Gov+ **************** Specialist

• Initial Complaint

  Date:04/06/2023

  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.

  Fill out the forms, scheduled and appointment and received an email acknowledgement for an appointment. On the scheduled date of April 4th, drove over an hour to find a sign on the door stating they were closed. I try several attempts to reach Gov+ with no response.

  Business Response

  Date: 04/07/2023

  Dear *******************,
  
  We appreciate your feedback even though it is negative.
  We believe that you and your wife ***** both experienced this unfortunate situation of the *** office spontaneously closing without giving any notice to us or you and we deeply apologize for this.
  
  At GOV+, we value our customers' feedback and are more than happy to address any concerns always no matter what. We take our valued customers feedback seriously and we are looking into the matters your report to try to resolve them.
  
  GOV+ offers access to our exclusive software, which has a range of features, including intelligent form completion, fully digital processes, and smart shipping and tracking. We take pride in offering our customers accuracy, convenience, and accessibility, and we and many of our active customers feel that our software is a great benefit!  
  
  On March 26, 2023, The *** Appointment details were emailed to you and your wife with the *** Agency on April 4th, 2023 scheduled at the address of ***********************************************. There was also a reminder written in an email to call the *** office since we cannot guarantee that they are open or closed, prior to their appointment. *** Agencies has been known to randomly close due to weather or spontaneous internal audits that are outside of our control or notification. If it was up to us the *** agency should post these closures or email you of last minute changes for confirmed appointments. Since we are a private company we do not have access after booking the appointment for you. We hope to one day work directly with the agencies so that we can send push notifications via email, text and also phone calls when last minute changes are made so customers can be notified real time.
  
  We deeply apologize for this inconvenience and wish we had the ability to have prevented or fix the *** Agency closing without notice. Although, we have not received any direct communication from you, not a chat, email or phone call with the exception of this public BBB complaint asking for a refund as a resolution, we have refunded your account in full on April 7, 2023, 10:14 AM EST.
  Please note you should have received a confirmation email of this refund. Please allow several days for the refund to post as bank processing times may vary.
  Since we have issued a refund we consider this matter closed.
  Please know that you can simply use the application we furnished to you complimentary and rebook your appointment with the *** agency closest to you at your convenience. Again, please always reach out to them directly the day of to make sure they have not closed unexpectedly. We regret you experienced this and hope this resolution is to your satisfaction.
  
  Should you need further assistance or have any questions or concerns, please do not hesitate to reach out to us directly.
  We offer the following support options:
  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday
  You can reach us through the following:
  Chat: *******************************************
  Email: ********************************
  Phone: **************
  
  Sincerely,
  
  Jade
  
  Operations Manager
  

  
  

• Initial Complaint

  Date:04/05/2023

  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.

  We completed our paperwork for a tsa prepass and paid the $90+ fee. An appointment was scheduled and we were told we didn't have to do anything else. We drove 90 minutes to find the office closed. We called and emailed numerous times with no response.

  Business Response

  Date: 04/07/2023

  Dear *****,

  We appreciate your feedback even though it is negative.
  At GOV+, we value our customers' feedback and are more than happy to address any concerns always no matter what. We take our valued customers feedback seriously and we are looking into the matters your report.
  
  GOV+ offers access to our exclusive software, which has a range of features, including intelligent form completion, fully digital processes, and smart shipping and tracking. We take pride in offering our customers accuracy, convenience, and accessibility, and we and many of our active customers feel that our software is a great benefit!  
  On March 26, 2023, The *** Appointment details were emailed and verbally told to you with the *** Agency on April 4th, 2023 scheduled at the address of ***********************************************. There was also a reminder written in an email to call the *** office since we cannot guarantee that they are open or closed, prior to their appointment. *** Agencies has been known to randomly close due to weather or spontaneous internal audits that are outside of our control or notification. If it was up to us the *** agency should post these closures or email you of last minute changes in confirmed appointments. Since we are a private company we do not have access after booking the appointment for you. We hope to one day work directly with the agencies so that we can send push notifications via email, text and also phone calls when last minute changes are made so customers can be notified real time.

  
  We deeply apologize for this inconvenience and wish we had the control to have prevented or fix the *** Agency closing without notice. We have refunded your account on April 6, 2023, 10:14 AM EST please not you should have received a confirmation email of this refund. Please allow several days for the refund to post as bank processing times may vary.

  
  Since we have issued a refund we consider this matter closed. Please know that we are committed to making the process of applying for government services as seamless and stress-free as possible, and we are constantly looking for ways to improve our services. Should you need further assistance or have any questions or concerns, please do not hesitate to reach out to us directly.

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

  
  Sincerely,
  Jade
  Operations Manager

  
  

• Initial Complaint

  Date:04/03/2023

  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.

  On April3, 2023, I went on line to renew my tsa precheck forms. I thought I went to the gov. Website. However, I actually went to the gov+.com website. I filled out a form, giving them all my information. Name address, age, etc. and credit card information. After they charged my credit card, they had a statement about I must confirm with my bank about their charges?After I clicked to pay, I was told to click a link in a separate email to set up an account and see a dashboard which would charge me for services. Finally I realized how fishy this all was, so I called their phone number. *************. I talked to a customer service person, who said they would cancel my transaction. There was a rooster crowing in the background. I repeatedly asked if my information would be removed from their databases, however, the response was they would submit a request. I then talked to her supervisor, named ***** . He would not give a last name but said he had canceled the transaction. I asked for the name of the company president and he said **** but would not share info about any last name. He gave the company address as ************************************************************. However, on BBB the company is listed as in ***********. The address listed on BBB is 151 ********************** Ste 200 PMB ****,************, ** ********** phone number:************** So now, my information is with this company that does not really give their true address and can be sold to whomever they wish, making them or someone else able to use that information to buy stuff on other websites or to possibly steal my ID.Now I must cancel my credit cards so they do not have them, and hope my other info is not used illegally. If you go to this website and give these people any of your information, you are dealing with a company that is highly suspect! Do not give them your information. Do not ever use this website! I have received no guarantee that they will delete my information or any account.

  Business Response

  Date: 04/07/2023

  Greetings ********,
  
  
  Thank you for your feedback and giving us the opportunity to clarify. Please know that GOV+ is a legally run, properly registered company registered in both ******** and ***********. We have two locations serving *****************. We have both addresses listed on the BBB *********** as the primary address and ******** as the additional location. BBB makes you pick one primary location and any other location must be  an additional address as per BBB specifications when inputting the information. When we log into our online portal the ******** address shows as an alternate address. However, upon auditing the BBB public site, I see that this is not reported or if it is I can not find it. I have submitted a request ticket for this to be corrected. My goal is to have both addresses show on the BBB landing page. Thank you for making us aware of this.
  
  We respect your wish to have your information removed, the agent said the request would be submitted for security reasons as only select company team members have access to delete customer data not all agents. I can assure your data has been deleted and account refunded as of this date.
  
  Next, about the error message you received when making the payment, we are aware of this and it was coming from a technical issue on the bank's end and we are working with them to resolve it. This error message occurs when there is a new pattern of spending and is an internal flag for possible fraud prevention and has to do with your spending pattern with your actual credit card not our business.
  
  As for the rooster sound, we will look into this, we do allow bring your pet to work day. However, the pet must not make noise. You can assure this will be addressed and looked into.
  
  
  Please know your account was refunded as requested on April 3rd 2023 when you called in and requested it with our agent. You should have seen this credit on your credit card statement by now.
  
  Our goal here at Gov+  is to make customers' lives easier. We regret we have not been able to do this for you at this time. If you decide you do wish to have our services we are happy to serve you in the future as we will be adding to our services and features daily. If you wish to notify us of any specific needs you have or products you wish us to simply please email us directly at ********************************. 
  
  For your convenience, we also offer the following support options:
  - Chat support: 24/7
  - Email support: 24/7
  - Phone support: 9 AM to 6 PM EST, Monday through Friday
  
  You can reach us through the following:
  
  - Chat: [*******************************************](*******************************************)
  - Email: [********************************](mailto:********************************)
  - Phone: **************
  
  Sincerely,
  
  Gov+
  
  

• Initial Complaint

  Date:04/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was signing up for *** Pre Check on the *** website. Somehow within that process it led me to this GOV+ website to continue my application. It charged me $97 and the appointment that it set me up for was non existent in the system. I got a new appointment scheduled with *** and also, the $97 that I paid to GOV+ doesn't even count towards my Pre-Check application. I would like my money back and my account for that website deleted.

  Business Response

  Date: 04/04/2023

  Dear ******,
  
  We hear your concerns and will address each point in order.
  
  You thought you were on the direct Government site and that somehow within the process it led you to our privately owned website in the middle of your application. Please know that GOV+ is a privately-owned technology company that is not affiliated with nor endorsed by any Government or ***************** In no way do we imply or state otherwise, in fact, we have disclaimers on our home page, and every page of our website, on our terms & conditions, and before purchasing stating we are a private company and not affiliated with any state or government website.
  
  Specifically, at the bottom of our website landing page, and all pages on our website we clearly state:
  GovPlus is a private online software technology company not affiliated with nor endorsed by any Government or ************* We do not charge for any forms, however, we charge for use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice.
  
  Next, it is not possible to start on the Government *** website and then transition to our private website in the middle. Therefore, any application started from within the ***'s Government website can not be redirected to another site. Likewise, any application started from GOV+ will remain on GOV+ and will not be redirected to another site.
  
  You also mentioned that the *** appointment was non-existent in the system. You called us on March 16th, 2023 to have your pre-screening appointment set, which we did successfully for you. In that conversation with ****, one of our phone support experts, you did not request any refund. This booking was also evident when you rescheduled your appointment to April 6, 2023. It shared the same UE ID and Enrollment number. GOV+ successfully booked the appointment, so if a *** agent claimed your appointment was not booked we have proof it was in fact successfully booked and apologies for *** either canceling it or making an error. We understand your frustration and happily agree we will issue a refund for this error even if it is not our error.
  
  Lastly, you mentioned that the $97 that you paid to GOV+ doesn't even count toward your Pre-Check application. On our website, we clearly state that the service fee does not include the *** government fee.
  
  Please understand that our one-time fee of $97 is for the use of our software as a service which includes our patented autofill technology that automatically populates any information you've provided before, allowing you to complete future *** applications quickly and accurately with no risk of errors or omissions. This was utilized when you initially provided your information and payment details using our online platform. Filling out the same information time and time again on government filings can be an extremely tedious and monotonous task, especially when you have to complete multiple forms in quick succession it can feel like a never-ending cycle of data entry that's where we come in with our seamless experience.
  
  The beauty of our one-time fee is that if you keep our services, the only time you have to pay the $97 is at the onset or on your first *** application with us. You also get the privilege to have your application validated for any inconsistencies by our customer service. With the ***, you have to pay a fee to renew every 5 years and this comes with the daunting task of having to fill out the same information over and over from the *** website. However, we respect your request and upon checking, your account has already been refunded and deleted.
  
  On April 3rd we processed your refund of $97 and you should have already received an email confirmation of the refund. Please allow 3-4 days for your bank statement to reflect this refund as your bank's processing times may vary.
  
  I hope that this has resolved your concern and confusion. If you have any further questions or concerns, please don't hesitate to reach out to us. We're always here to help.
  
  We offer the following support options:
  Chat support: 24/7
  Email support: 24/7
  Phone support: 9 AM to 6 PM EST, Monday through Friday
  
  You can reach us through the following:
  Chat: *******************************************
  Email: ********************************
  Phone: **************
  
  Best regards,
  
  ****
  Operations Manager

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/04/2023

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

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/30/2023

  Dear ****,

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

  GovPlus is a private online software technology company not affiliated nor endorsed by any Government or ************* We do not charge for any forms, however, we charge for use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice.
  

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

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

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

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

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

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

  Best regards,

  Jade
  Operations Manager