Reviews

Review Details

• Review fromTanya W

  Date: 02/05/2024

  1 star
  I paid $97.00 to gov plus basically to have them schedule my appointment with the legit place to get TSAPrecheck. I was told there that I was ripped off and I had to pay the an additional $78.00.

  GovPlus

  Date: 02/07/2024

  Hello *****, 
  
  After a comprehensive review of our communication log, we found 2 interactions: via email and via chat which you initiated last January 25th at 4:31 PM EST.
  
  Please know that we advocate for accuracy when making public statements particularly when employing accusing terms like 'legit place.' and I was told there that I was ripped off. Such statements should be supported by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. It's essential to highlight that you voluntarily submitted your TSA PreCheck, and what appears to be accidentally submitted twice, and the duplicate application was proactively refunded by us the same day on January 25th, ****.  Please know that as of today we have performed all of the agreed upon services for TSA your PreCheck in full.
  
  We will take this as an opportunity to reorient you with our company. GOVPLUS is a legitimate, private software technology company, fully registered under state and local laws. Our platform serves as a centralized hub for managing various government forms, a unique feature currently not provided by the government or our competitors. You may also revisit www.govplus.com, for a reeducation on our disclaimers and services. 
  
  It's important to note that your confusion or assumptions are not because we do not have clear disclaimers and explanations of the fees. We regret that you did not take the time to read. We would want to establish this fact that at no stage did we coerce, obligate, or solicit your application. We clearly advertise we are a friendly private company on our home page. We would add screenshots to this response However the BBB portal will not publicly post screenshots.
  
  On our website, we have a clear statement near the top of the homepage: "Not the government, just a helpful private company."  We have also implemented thorough measures to ensure our customers are adequately informed about the fees and any additional charges associated with application processes. It has been clearly stated on our homepage that GOVERNMENT FEES ARE NOT INCLUDED, and this statement is also strategically placed below to the amount to be paid on the payment page. It's the customers responsibility to recognize that the manual entry of payment information is a requisite step in initiating an application. This process involves manually inputting payment details and consent to our terms and conditions is also required. We bear both legal and ethical obligations to communicate our terms and conditions, but the decision to read or agree to them ultimately rests with the customer.  This payment process concludes with an intentional click on the "submit" button. These steps are in place to acknowledge the customers conscious intention and consent.
  
  Upon the review and processing of your application, you received an email on Jan 26th, **** at 9:02 PM, prompting you to select an appointment. The available options were based on the earliest schedule available at that time and the nearest location linked to the provided mailing address which was ********************************************************************************. Our records indicate that you opened the email at 10:13 PM the same day and did not select a date and time. On February 1st at 4:46 PM, our representative, *******, sent you an email reminding you that you have yet to select an appointment schedule and offered to book an appointment for you at your preferred date and time. You responded with Anytime on Mondays, Thursdays or Fridays" at 6:19 PM. Your appointment details were sent to you the next day and the information were as follows:
  
  Hi *****,
  
  Greetings from GOV+.
  
  We're delighted to provide you with your appointment details for your upcoming TSA PreCheck screening:
  
  Appointment Date: 02/5/****
  Appointment Time: 12:20 PM (EST)
  Appointment Location: IdentoGO ********************************************************************************************
  
  It is important that you bring the following documents with you to your screening appointment:
  
  1. Driver's License issued by a State or outlying possession of the ********** Passport Book or Card
  
  Please be prepared to pay the $78 government fee during your appointment.
  
  We confirmed that you attended the appointment that we scheduled for you, and your Known Traveler Number has been issued. Essentially we provided the full services as we agreed to as stated on our website and in our terms. It's worth noting that, as per our Terms & Conditions, a refund cannot be issued once an application has been completed or processed. This policy is in place to maintain fairness and discourage misuse of the refund system.
  
  Please know the person who conducted your interview works for a third-party private company called IDEMIA, which owns IdentoGO. If you would do some simple research you will learn that neither are direct government employees or agencies. They are in fact privately owned companies just like GOV+ and in some sense a direct competitor. These non-government employees may be unfamiliar with our business and practices, leading to inaccurate claims about GovPlus and causing unnecessary concerns for our valued customers.If you have any further questions about our credibility, we encourage you to contact us directly.

  We find it unusual that after attending the appointment and benefiting from our service, you submitted  a negative review to the Better Business Bureau without even giving us the opportunity to address your concerns which appear to be from hearsay derived from false facts from a competitor. We encourage open communication and believe this situation could have been resolved through our available channels.
  
  Regarding the $97 software fee that we charge, it's important to clarify that it encompasses more than booking appointments. This fee provides access to our software for completing TSA applications, and grants access to the proprietary GOV+ customer dashboard that houses all *************************** forms completed on our site; all managed and tracked in one single place, and includes free fast customer service available 24/7. The dashboard streamlines the submission of various forms on our website, both current and future from anywhere in the world and from any device you have internet access from. Please be mindful of all our benefits, not just the single TSA application.
  
  GovPlus has taken all the necessary steps to address all your concerns. If you wish to share more feedback or have any further questions, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Review fromMichael F

  Date: 02/05/2024

  5 stars
  Wish I knew about this when I was getting mine. Would of saved me over half what I payed

• Review fromSaundra S

  Date: 02/03/2024

  5 stars
  This is great hope this works for me and others

  GovPlus

  Date: 03/27/2024

  Hi *******, 

  Thanks for your positive review! GOV+ is always here to help!

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromRoland G

  Date: 02/02/2024

  5 stars
  To fill out the application was very simple, took about 5 min

  GovPlus

  Date: 03/27/2024

  Hi ******,

  Thank you so much for taking the time to leave a positive review! We're thrilled to hear that you found our service helpful and easy to use. We designed GOV+ to be user-friendly and efficient so you can perform your government services with ease. Please feel free to explore our other features and let us know if there's anything else we can do to improve your experience.

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromOzie H

  Date: 02/01/2024

  1 star
  I see govplus commercials and online advertising and thought I would give them a chance needlessly did I no that I was going to be se up for the biggest scam ever they took all of my information and never produced a passport for me. What makes a company do such a thing I have called govplus several times they get you hopes up they will follow through but the thing you get is a customer service rep that has kids and a barking dog in the background they dont do refunds I give them no stars but I havent to give them something in order to warn you

  GovPlus

  Date: 02/08/2024

  Hello ****,
  
  Thank you for reaching out to GOV+ through our BBB page. Our company remains committed to customer satisfaction and we encourage a more ethical approach of addressing concerns directly with our company. We take all feedback seriously and strive for transparency in our interactions. After a comprehensive review of our communication log, we found numerous interactions via live chat which you initiated and phone calls / voice messages offering you direct assistance.
  
  An in depth summary of our interactions are as follows:
  
  You voluntarily applied for two different passport applications with GOV+ on two different occasions one right after the other. The first passport application was submitted on  August 10th, 2023, and the second application on August 15th, ****, using a different email address. Upon reviewing your application and our communication logs, we had many communications  with you  between August 2023 until January ****, addressing your application status, especially your passport photo.
  
  Please be aware that when you applied for passport applications on our platform, it involved providing essential information. It's essential to grasp the importance of applicants supplying accurate details and meeting the specified requirements. Without complete and accurate information, along with adherence to government-mandated passport photo guidelines, your application cannot progress efficiently towards completion.
  
  We adhere strictly to government standards, and accepting an incomplete application or unqualified photo would not only inconvenience you but also hinder our ability to fulfill our responsibilities. Such actions could result in the rejection of your application, which we aim to avoid. Processing applications with incomplete or unqualified requirements is both impractical and prohibited by our government regulations.
  
  It's crucial to understand that the resolution lies within your control. As previously communicated, we have offered significant verbal assistance and provided clear instructions to aid in the application process focusing on assisting with submitting an acceptable photo that will NOT result in a passport application rejection..
  
  In response to your concerns about noises in the background, it is of paramount importance to maintain a controlled environment during interactions, especially when handling sensitive information and all communications with our customers are recorded for quality assurance purposes. Upon reviewing all calls involving you and the agents you interacted with, as well as those handled by the same agents before and after your calls, no background noises were detected on our side.
  
  Regarding refunds, we take prompt action upon customer requests. On January 25th, your refund request was promptly processed, as was the case with a previous duplicate application refund on August 2023 when requested.
  
  We do not wish to keep customers that do not see value and we have already issued you a full refund on August 15th 2023 the amounts of $57 and on January 25th for $57 and $165 as you have requested on separate phone conversations. We feel we have addressed all your concerns. Any additional communication please use our appropriate and dedicated support channels listed below.
  
  You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST Sat-Sun
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Review fromNancy S

  Date: 02/01/2024

  1 star
  Terrible, DO NOT USE! It is a scam.They charged my credit card and no results.The Official TSA identoGO company verified that it is a scam. I had to pay at the official office.

  GovPlus

  Date: 02/05/2024

  Hello *****,
  
  We sincerely appreciate your feedback, although we would like to clarify that this communication channel is not an official GOV+ support channel. We highly recommend that you use the dedicated support channels for any questions or concerns you might have.
  
  Please know that we advocate for accuracy when making public statements particularly when employing strong terms like 'scam .' and no results Such statements should be supported by factual information or evidence rather than arising from individual oversights in reading, comprehension, or biased assumptions. It's essential to highlight that you voluntarily submitted your *** PreCheck and Passport Renewal applications on January 28th ****, without any coercion or solicitation and we performed the agreed upon services for *** PreCheck in full.
  
  We will take this as an opportunity to reorient you to  our website, www.govplus.com, for a reeducation on our disclaimers and services.  Clear disclaimers, you will find a clear statement near the top of the homepage: "Not the government, just a helpful private company."  We have also implemented thorough measures to ensure our customers are adequately informed about the fees and any additional charges associated with application processes. It has been clearly stated on our homepage that GOVERNMENT FEES ARE NOT INCLUDED, and this statement is also strategically placed below to the amount to be paid on the payment page. It's the customers responsibility to recognize that the manual entry of payment information is a requisite step in initiating an application. This process involves manually inputting payment details and consent to our terms and conditions is also required. We bear both legal and ethical obligations to communicate our terms and conditions, but the decision to read or agree to them ultimately rests with the customer.  This payment process concludes with an intentional click on the "submit" button. These steps are in place to acknowledge the customers conscious intention and consent.
  
  It's important to note that your confusion or assumptions are not because we do not have clear disclaimers and explanations of the fees. We regret that you did not take the time to read. We would want to establish this fact that at no stage did we coerce, obligate, or solicit your application. We clearly advertise we are a friendly private company on our home page. We would add screenshots to this response However the BBB portal will not publicly post screenshots.
  
  Upon the review and processing of your application, you received an email within 10 hours , at 8:24 PM , prompting you to select an appointment. The available options were based on the earliest schedule available at that time and the nearest location linked to the provided mailing address which was **************************************************************. Our records indicate that you opened the email at 5:29 AM , January 29th and proceeded to confirm a date and time. The appointment confirmation was sent to you and the appointment details on your dashboard were as follows:
  
  Appointment Date & Time: ****-02-01 09:40:00
  Appointment Location:***************************************************************
  
  We want to confirm that you attended the appointment that we scheduled for you, and your Known Traveler Number has been issued. Essentially we provided the full services as we agree to as stated on our website and in our terms. It's worth noting that, as per our Terms & Conditions, a refund cannot be issued once an application has been completed or processed. This policy is in place to maintain fairness and discourage misuse of the refund system.
  
  We find it unusual that after attending the appointment and benefiting from our service, you filed a complaint with the Better Business Bureau without even giving us the opportunity to assist you. We encourage open communication and believe this situation could have been resolved through our available channels.
  

  Regarding the processing agent's statement that you were scammed, the individual who conducted your interview works for a third-party private company called IDEMIA, which owns IdentoGO. Neither are direct government employees or agencies. These non-government employees may not be familiar with our business and practices, leading to inaccurate claims about GovPlus and causing unnecessary concerns for our valued customers.
  
  It's crucial to note that the ** Government has not granted exclusivity in the submission of *** applications, allowing GovPlus, like any other provider, to assist with *** applications at this time. Please be aware that IDEMIA, which owns IdentoGO, is also a privately-owned company, similar to GovPlus, and functions as a competitor in the *** application industry. If you have any further questions about our credibility, we encourage you to contact us directly.
  

  About the $97 fee, it's important to clarify that it encompasses more than just inputting information and booking appointments. This fee provides access to our software for completing *** applications, grants access to the proprietary GOV+ customer dashboard that houses all *************************** forms completed on our site; all managed and tracked in one single place, and includes free customer service available 24/7. The dashboard streamlines the submission of various forms on our website, both current and future from anywhere in the world and from any device you have internet access from. Please be mindful of all our benefits, not just the single *** application.
  
  

  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

• Review fromFrank H

  Date: 01/31/2024

  4 stars
  The additional passport application is advertised too strongly and the continuation for the *** is only written in a very weak font.

  GovPlus

  Date: 03/27/2024

  Hi *****,

  We're so glad to hear that you had a positive experience with GOV+! Our team works hard to provide top-notch service and support, so we really appreciate your kind words. We're constantly updating our platform to provide you with the best service possible. Thanks for choosing GOV+!

  Also, if you have any questions regarding your application or in need of assistance, you can reach us through the following:

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromVerlin J

  Date: 01/30/2024

  5 stars
  Renewing on line was pretty easy. l would recommend doing on line.

  GovPlus

  Date: 03/27/2024

  Hi ******,

  Thank you for the 5-star review! We are thrilled to hear that you are satisfied with our service and would recommend it. Your review made our day, and the whole team is working very hard to keep our customers happy. We can only do it thanks to customers like you. Thank you so much again, and we hope to serve you again soon.

  Also, if you have any questions regarding your application or in need of assistance, you can reach us through the following:

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromMax R

  Date: 01/30/2024

  4 stars
  Simple easy hopefully all goes well upon delivery of passport

  GovPlus

  Date: 03/27/2024

  Hi ***,

  Thanks for your positive review! GOV+ is always here to help!

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************
  

• Review fromMarion C

  Date: 01/27/2024

  5 stars
  GOV+ is the fastest easiest way to renew your passport. Highly recommend!

  GovPlus

  Date: 03/27/2024

  Hi ******,

  Thank you for taking the time to leave us such a great compliment. This kind of feedback motivates the entire team to continue exceeding quality service.GOV+ considers customer satisfaction a top priority, and with your feedback, it's clear our customers are noticing our efforts. We are always looking for opportunities to exceed our customers' expectations. If you wish to use our services again, we would be more than happy to have you back. It was a pleasure serving you.

  Also, if you have any questions regarding your application or in need of assistance, you can reach us through the following:

  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 8 AM to 11 PM EST Mon-Fri and 11 AM to 8 PM EST ******************************************************** Specialist
  **********************