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:01/03/2023

  Type:Sales and Advertising 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 trying to get my *** precheck renewed and came upon this website Govplus.com. I mistakenly thought it was a legitimate government site. I tried to renew my *** precheck through this website but was having trouble finishing what I had started with them. So I went to the correct *** website and renewed my *** precheck. I then found that Govplus.com had also charged me for my *** precheck. I then tried to renew my passport through them and got a charge for that also. These charges were on top of the $179.00 for the fee they charged to renew these two documents. I called them but got no satisfaction. They said that they would not refund the fee for the *** precheck nor would they refund the yearly fee of $179.00 that I really did not know I was being charged for. I realize i should have checked more thoroughly before I used this site. The "Gov" ***** me off.

  Business Response

  Date: 01/04/2023

  Dear *****,

  Thank you for your correspondence. We regret that you feel our services do not meet your needs. Please know that we have a 100% satisfaction guarantee. GOV+ is a private company offering specialized services for people who value their time and want additional assistance and services related to obtaining various applications, in this case a passport and TSA PreCheck renewal applications. 
  

  According to our records you subscribed and paid for our subscription services on 11/30/2022. Then on 12/31/2022 you paid $70 for the Government fee related to your TSA PreCheck renewal application that you used our software to accurately complete and submit. In addition, we have continued to work with you on the processing of your TSA PreCheck renewal by validating the information and renewing it online. 

  After we attempted to file your TSA application with the Government we learned that it was a duplicate transaction by you and therefore we will gladly refund your $70 TSA government filing fee.
  

  As for your passport, we have also been actively in contact working with you on processing your passport application. However, we are blocked until and need to speak with you about a revision that you need to make regarding your picture, we contacted you 3 days ago via email. We will try again today via phone and email again in order to complete and submit the application.
  

  Lastly, on our website we clearly state that we are not affiliated with the government. This was also shown in several places as well as line items about the exact services we provide. We are more than happy to help you with any product or question you may have as well as reorient you if you would like to all of the places we designate our private status with no affiliations to any government or legal entity, we can set a time to discuss. We can be reached at ******************************** and **************. 
  We will continue to reach out to you to finish your passport 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, 

  Jade

  Customer Answer

  Date: 01/05/2023

   
  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:12/09/2022

  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 November 13 I attempted to purchase TSA Pre-Check for my new employer and paid $179 thru GovPlus, thinking that I was paying for the actual TSA PreCheck through tsa.gov. After confirming with my employer that I had purchased TSA, they informed me it was the wrong subscription. After doing a little research I reached out to GovPlus to cancel the VERY NEXT DAY! Im still waiting for my refund! Ive called everyday this week and they keep giving me the run around. But I wont stop I until I get my money back. THIS IS A SCAM!

  Business Response

  Date: 12/09/2022

  Dear ********,
  

  We regret that you feel our services do not meet your needs, we have a 100% satisfaction guarantee. We are a private company offering specialized services for people who value their time and want additional assistance and services related to their TSA PreCheck application. GOV+ provides you an all-in-one platform that files, tracks and manages all your government applications - anywhere, anytime, all online. 

  
  On our website, we clearly state that we are not a government site in several places as well as line items about the ************** we provide. We are more than happy to reorient you if you would like to set a time to discuss. We can be reached at ******************************** and ****************. After reviewing your account, we found that there was a TSA application listed under your name, despite this, a full refund was provided to you. Please expect this to hit your account in 3-5 business days.
  
  We remain available for any concerns you may have. Our offices are open from 9:00 AM- 6:00 PM, Monday Friday EST.

  Sincerely,

  Jade

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising 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.

  A few weeks ago I tried to order TSA Pre-Check and paid 179$ for GovPlus, thinking that I was paying for the actual TSA PreCheck through tsa.gov. That was my fault, I should have been paying closer attention. After doing a little research I was very skeptical that I had just been scammed. I reached out to GovPlus to try to get a refund, they said they would refund me within 5 to 7 days. Its been two weeks now and no refund. I'm pretty sure this is a scam.

  Business Response

  Date: 12/01/2022

  Dear Valued Customer, 

  We regret that you feel our services do not meet your needs, we have a 100% satisfaction guarantee. We are a private company offering specialized services for people who value their time and want additional assistance and services related to their TSA PreCheck application. GOV+ provides you an all-in-one platform that files, tracks and manages all your government applications - anywhere, anytime, all online. 

  On our website, we clearly state that we are not a government site in several places as well as line items about the ************** we provide. We are more than happy to reorient you if you would like to set a time to discuss. We can be reached at ******************************** and ****************. After reviewing your account, we found that there were two TSA applications listed under your name, despite this, a full refund was provided to you. Please expect this to hit your account in 3-5 business days.
  
  We remain available for any concerns you may have. Our offices are open from 9:00 AM- 6:00 PM, Monday Friday EST.
  
  Sincerely,
  Jade

  Customer Answer

  Date: 12/02/2022

   
  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:11/30/2022

  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 accessed the site with the intent of submitting a *** pre-check application. It represents as though it is a government agency that would process the application. The company actually has nothing to do with the government and only schedules appointments with organizations that do the identity processing for ***.They charge for a subscription that provides no application service. You still have to pay for the *** processing.

  Business Response

  Date: 12/01/2022

  Dear ******,

  We regret that you feel our services do not meet your needs, we have a 100% satisfaction guarantee. We are a private company offering specialized services for people who value their time and want additional assistance and services related to their TSA PreCheck application.

  The truth is, TSA PreCheck application is only one of the form filing services under GOV+, our company provides an all-in-one platform that files, tracks and manages all your government applications - anywhere, anytime, all online. GOV+ also provides you with a dashboard where you can easily view, access, file and most of all keep records of your form- filing history from different government agencies.

  On our website, we clearly state that we are not a government site in several places as well as line items about the exact services we provide. We are more than happy to reorient you if you would like to set a time to discuss. We can be reached at ******************************** and ****************. A full refund was provided despite the service being rendered as we already scheduled an appointment for you. 
  
  We remain available for any concerns you may have. Our offices are open from 9:00 AM- 6:00 PM, Monday Friday EST.
  
  Sincerely,

  Jade

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18484137
  
  I am rejecting this response because: As they state in their response, they have no access to government documents or information and have no affiliation with the government agencies. Since that is true - and they admit it, the company has no ability to expedite or assist in any way with processing the government documents required. They are totally mis-representing any service that they state can assist with processing government documents more efficiently or quickly. 

  When I asked the status of my passport application, Gov+ could not tell me because they don't have any visibility to the government agency that processes the actual application documents. They are totally mis-representing any ability they state they have to assist with moving the process forward more efficiently.

  
  

  Sincerely,
  

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

  Business Response

  Date: 12/10/2022

  Dear ******,

  Thank you again for the feedback and I apologize if you found our response to be non satisfactory. 

  Addressing your concern, you are right to state that we do not have access to any government owned documents neither have any affiliation with any government agency. And we clearly state the services that we offer. What we offer is an all in one platform where you do not have to go through different government portals for each of your form filings. Our processing experts will be able to review the accuracy of your application as well as provide you with instruction or guidance in order to make sure you get your document the first time you apply. Because of experience, we will be able to direct you to the right government portal to trace your application if that is not supplied by the tracking numbers of your application.

   In retrospect, we have searched with all provided information on your account, however, we are unable to find your passport application through us. Unfortunately, we cannot provide any information and guidance on your passport application since our service was not used for this. We still however would like to apologize that we failed to redirect you to the right web site to check the status of your application. 

  As mentioned from the previous email, we have fully refunded your account. If there are other concerns that we may have not addressed yet, please do not hesitate to contact us at ******************************** and you may put Attn: **** so that I will be able to give you our utmost attention and resolution. 

  Sincerely, 

  Jade

• Initial Complaint

  Date:11/01/2022

  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.

  Tried to renew TSA pre check for my wife when goggle the website WWW>GOVPLUS came up and look like TSA government website I enter all information and enter card credit info and was charge $179.99 which I then stop cods it didn't look correct. I tried many times called them and without refund. Please help and also like to inform the public to be careful of their scam of seniors.

  Business Response

  Date: 11/01/2022

  Dear *******,
  
  We regret that you feel our services do not meet your needs, we have a 100% satisfaction guarantee. We are a private company offering specialized services for people who value their time and want additional assistance and services related to their TSA PreCheck application. 
  
  On our website, we clearly state that we are not a government site in several places as well as line items about the exact services we provide. We are more than happy to reorient you if you would like to set a time to discuss. We can be reached at ******************************** and ****************. Unfortunately, after checking we could not locate your application with us using the email address and name provided in this complaint, we remain available for any concerns you may have. Please see the link below for real time snips of this search.
  
  https://www.screencast.com/t/LupJ29FNdyo
  https://www.screencast.com/t/MNitg9A4E
  https://www.screencast.com/t/oWbEbQlwtLf
  
  Our offices are open from 9:00 AM- 6:00 PM, Monday Friday EST.
  
  Sincerely,
  
  Jade

  Customer Answer

  Date: 11/02/2022

   
  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,
  
  *********************