Complaints

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

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/24/2023

  Hi *******,

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

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

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

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

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

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

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

  Sincerely,

  ****
  Operations Manager

  Customer Answer

  Date: 03/27/2023

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

  -----------

  To whom it may concern,

   

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

   

  Hope all is well.

   

  Best,

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

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/20/2023

  Dear ******,

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

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

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

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

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

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

  Best regards,

  ****
  Operations Manager

• Initial Complaint

  Date:03/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/16/2023

  Dear *******,
  

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

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

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

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

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

  Sincerely,

  Jade
  Operations Manager

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/09/2023

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

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

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

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

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

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

  
  Best regards,

  
  Jade

  Operations Manager

  Customer Answer

  Date: 03/09/2023

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

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/06/2023

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

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

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

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

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

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

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

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

  
  Sincerely,

  
  Jade

  Operations Manager

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/23/2023

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

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

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

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

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

  
  Sincerely,

  
  Jade

  Operations Manager

  Customer Answer

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/12/2023

  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 was charged 179$ without knowing it, I thought I was renewing my expired TSA. This site is misleading.

  Business Response

  Date: 02/13/2023

  Dear ***,
  
  Thank you for your feedback and Im sorry you report the feelings of confusion.
  
  We are not sure exactly why you feel misled if you could be so kind to email us at ******************************** and explain in detail or call us at ************** during office hours, we would really like to fully understand your concerns. In addition, if there's anything in particular that stood out we wish to have the opportunity to assess and perhaps fix it. We want our users to feel confident when they're on our site, so we work hard to make sure it's easy to navigate and understand. If there's anything that makes it confusing, we want and need to know.
  
  Upon checking, we have your TSA PreCheck renewal filed with us on February 7th, 2023, and this was already being worked on by our team of processing experts prior to receiving your BBB complaint. You mentioned that you were charged $179 for your TSA renewal without knowing it; however, you authorized this charge, and our website clearly explains the fee and what you receive for that fee. Even before you click on Renew my TSA button, we have provided a copy of our terms and condition that you have approved before completing the payment.
  
  We received a chat request from you on February 10, 2023, inquiring about our legitimacy, one of our experts explained, responded, and addressed your concerns, since we did not receive a chat response back from you we considered the matter closed.
  
  To reiterate, GOV+ is a private online software technology company and we take pride in creating software that makes government transactions easier, faster, and more secure. We offer a comprehensive suite of services, including but not limited to TSA PreCheck for $179 per year. The annual subscription fee of $179 also provides access to passport renewal applications, a new passport for lost, stolen, and damaged passports, and birth certificate applications for most US states. In addition, you also have access to change of address with the **** and select government entities as well as an employer identification number, unlimited support as needed as well as many additional applications being added monthly. With our cutting-edge software, government forms can be completed effortlessly in just one click! Instead of spending hours filling out tedious paperwork, simply enter your information once and let us take care of the rest.

  
  We want to assure you again that we are a legitimate business and our website is highly secure with all necessary certificates and seals verifying its legitimacy. That said, we are sorry to see you go and lose the benefits of our full line of applications and services. We will honor our customer-friendly Money Back Guarantee policy which promises a full refund subject to our terms and conditions. To demonstrate our commitment to this policy, we have refunded your account in full.

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

  
  Sincerely,

  
  Jade

  Operations Manager

• Initial Complaint

  Date:01/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a total scam. Their website is misleading in that it leads people to think that it is government affiliated. I was charged a $179 before I realized it wasn't government affiliated. Then it was to late.

  Business Response

  Date: 01/31/2023

  Dear ******,
  
  I apologize for the inconvenience, but I cannot find any account associated with your name and email address. However, I can assure you that GOV+ is not a scam and we provide helpful services to help you save hours of valuable time with various government applications. We offer many services on top of our proprietary software all included in our annual subscription fee of $179 passport renewal, new passport applications if yours is lost, stolen or damaged, Social Security card replacements and updates, Employer Identification Numbers, change of address forms with the **** and other government entities, birth certificates for most US states as well as TSA PreCheck new and renewal applications as well as many more to come.

  While the government plays an important role in our society, most of us are not directly linked to them in any way. This is true for our business as well we take pride in being privately owned and operated, giving us more freedom and flexibility to forward our mission of streamlining government processes and applications through our proprietary software. We can guarantee you that your forms with us will be completed with a single click, just like all the other forms, thanks to our exclusive software.

  Our cutting-edge technology makes it effortless and fast to complete any form or document with accuracy and precision. This solution provides users with an easy way to fill out their forms in a matter of minutes, saving them time and stress from having to manually fill out complicated applications. With its intuitive user interface, our software simplifies the process by automatically detecting fields for essential information and filling them out accurately. Additionally, our proprietary software ensures that all data is securely stored in one place, making it easier for you to access and manage your documents any time from anywhere.

  With GOV+, you don't have to worry about wasting time trying to figure out and complete complex government processes on your own. Our team of experts are available from 9am to 6pm EST Monday through Friday to help you with whatever you might need. We make sure that all our client's are taken care of quickly and efficiently so they don't have to waste their precious time dealing with tedious paperwork.
  Should you need further assistance or have any questions or concerns about our services, please do not hesitate to reach us at ******************************** or give us a call at ************** during office hours.

  Sincerely,

  Jade
  Operations Manager

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18947124
  
  I am rejecting this response because:

  I paid $179 via credit card for my wife, ******* to these scammers for TDSA pre check.  I did not set up an account.  I have already canceled the credit card and am disputing the charge through my credit card company.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/02/2023

  Dear ******,
  
  Thank you for responding and notifying us that you are disputing the charge and have canceled the credit card through a chargeback. This is unfortunate as, if you provided the designated applicant name we could have done this in-house for you and avoided you having to cancel your credit card.
  
  We are sorry for any confusion regarding this account, as it appears that it was under your wife's name; however, we sent correspondence and offered help on January 30th, 2023 (or prior to receiving the chargeback) in order to move the application forward. Unfortunately, we never received a response and we would have appreciated an opportunity to discuss this matter with you or your wife prior to canceling the credit card and initiating a chargeback.
  
  We can assure you that GOV+ is absolutely not a scam. We provide proprietary software, and services not provided by the government as well as take security very seriously and all of our systems are regularly monitored by our security team in order to protect our customers' data. Our website is highly secure with all necessary certificates and seals verifying its legitimacy. In addition to this, we also have our customer-friendly Money Back Guarantee policy which promises a full refund subject to our terms and conditions.
  
  We respectfully request that you or the direct customer for (security reasons) reach out to us directly in case they have any issues or concerns, rather than filing a chargeback or leaving us a bad public review.
  
  In your case, we wouldve gladly offered a refund. At the same time, we recognize that your wife needed assurance when it comes to trusting an online service such as ours, so we are always happy to provide information about our legitimacy when given the opportunity. Our website features many of our products and customer testimonials from satisfied customers who have had successful experiences with our company. So we encourage all our customers to contact us with queries directly - this way, we can work together to find a suitable solution for everyone involved.
  
  Sincerely,
  
  ****
  Operations Manager

  Customer Answer

  Date: 02/03/2023

   
  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:01/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was paying for a tea PreCheck. I realized that I payed the 179 subscription for nothing as applying for the. TSA PreCheck costs nothing. You pay $78 after they process you. I tried to cancel but they had any reason not to issue a refund. I lost my job since it was a company credit card. Thanks gov plus for the excellent service!

  Business Response

  Date: 01/31/2023

  Hi *****,
  
  Thank you for your feedback. We regret that you feel our services do not meet your needs. Please know that we strive for your 100% satisfaction guarantee.
  According to our records, you subscribed and paid for our subscription service on Jan 9, 2023 and filed three (3) applications with us. Then on Jan 23, 2023, you called to request a subscription refund and we educated you that we declined your refund for the reason that we have already delivered and completed two of the applications that you filed using our proprietary ***** ********* specifically your Birth Certificate and yes, your *** PreCheck appointment.
  Please understand that we build our software to simplify and streamline all your government form filings. With that said, you get to benefit from up-to-date processes, error-free applications, and support in seconds. We can assure you that your second form was completed in one click as well as all the other forms with our proprietary software.
  
  In addition to the two applications mentioned above, we also started processing an additional government filing on your behalf, that is the replacement of your social security card. Therefore, we are unable to issue any refund as per our refund policy that you have approved in our terms and conditions when you used our service. Not to mention that we have paid for the notary fee, stamp and have drawn a check for your birth certificate application which was completed and sent to the right government agency on Jan 19, 2023. Our services allowed you to complete this application all from the comfort of your own home and are features the *** office DOES NOT offer.
  
  For those reasons, we are only able to unsubscribe your account upon your approval so it will not be renewed after 1 year; Therefore, you can still use our software and the benefits of our services until the subscription expires. That means, you can still continue with your social security card replacement order with us and file for other of our government filing products such as passport, EIN and change of address. The good news is you may do so anytime since our applications do not expire. We will be more than glad to assist you to complete all your applications with us while you are still subscribed with GOV+. Your subscription will end on Jan 9, **** unless you wish to renew your subscription with us in writing.

  
  We can be reached at ******************************** and **************. We will continue to reach out to you to finish your social security card application as well as we remain available for any concerns you may have. Our offices are open from 9:00 AM- 6:00 PM, Monday Friday EST.
  
  Sincerely,
  
  ****
  Operations Manager

  Customer Answer

  Date: 01/31/2023

   
  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,
  
  ***********************