ComplaintsforNexuspassOnline.com

• Initial Complaint

  25/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Nexus from and Ad on ********. Initial contact was by phone. I don't have the number. * **** ******** *** *** *****. I was told I needed a waiver and referred to *** Cleared. Attached is the Invoice October 18 2022 followed by payment in $ 1297.00 USD which I paid $1845.48 CAD. followed by the consent form and the package I received and completed giving them very private information. You will then see I have tried to contact someone for an update through the same email thread and delivery is now incomplete. I have tried to contact *** Cleared, Travel Flow Services Inc, and ***************,com and had no reply. * ******* *** * ******* **** *** * **** ** **** **** *  ****** ***** ***** ******* ************ ************************

  Business response

  27/03/2024

  The client's file has been cancelled, we will process a full refund to the client within 30 days.

  Customer response

  27/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  31/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern On May 15 2023, I engaged with Travel Flow Services (Nexuspassonline) for Nexus cards. Based on the information provided by the company, I was led to believe that their service would facilitate getting Nexus cards. Trusting in their expertise and assurance, I paid a sum of $4,155 CAD. However, to my dismay, the promised service was never rendered. After a considerable waiting period, during which I received no updates or responses to my inquiries, it became evident that Travel Flow Services had no intention of fulfilling their end of the agreement. **** *********** *** *** **** *********** *** **** *********** *********** ** *** *** ******** ** ************  I have made multiple attempts to contact the company, seeking either the delivery of the service I paid for or a full refund. Unfortunately, my requests have been met with either vague responses, outright refusals, or complete silence. **** **** ** ************** *** ******** ******* ** ************ *** ******** ****** ** *** ******** ****** ** ****** **** ********* **** ********** *** **** ** ******* ******* *** ********* *** ********* **** ** ************ *** *** ****** *** ******* ****** ** **** ****** ****** ** *********** *** ********* ********* *** ****************** ** ****** **** ******** **** ****** *** **** * ******** **** *** **** * **** ** ***** ** **** ********* * ** ******** *** ** *** ****** ******** ****** ** **** ********** ** ********* **** ******* I firmly believe that I am entitled to a full refund of $4,155 due to the non-delivery of services *** *** ********** *********** ******** by Travel Flow Services. * **** **** *** **** ********* ** ** ** ****** ** ******* ****** ********* **** ******* ****** ** ******* ********* **********

  Business response

  04/01/2024

  Thank you for reaching out. Here are the responses
  
  1. We have been in touch with the client and communicating frequently throughout this process. Client had a signed service agreement which clearly states their completion time is 6-12 months and that time starts when they have submitted all the requested information in full. As you can see from ******** record of communication, clients license was expired, which deems them ineligible. Client provided copy of their VALID license on Dec 1, 2023. Their application is now in process as we received the completed documents as of 1st Dec and their service will be completed within the promised 6-12 months. 
  
  2. I have also ******** an excerpt from our terms and conditions which every client agrees to by way of signature when they start with us. It clearly states that it is the responsibility of client to provide their documents in a timely manner failing which there will be delays to the service being completed. 
  
  Unfortunately, there are no refunds applicable when we have actively been in touch with the client and documentation was not provided as stipulated in terms and conditions. This application is in process and we are in the process of submitting it for approval. Services will be completed as promised within 6-12 months.  
  
  Thank you in advance. 
  

  Customer response

  08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: Upon reviewing the details against the official Nexus Program information available through government channels, I've noticed some discrepancies **** *** ***** *** ********
  The "VIP package" mentioned does not seem to match any recognized tier within the official Nexus Program. **** *********** ** ************ ********** ** ** *** **** ** ***************** ***** *** ********* ********* *** *** ******** *********** *** *******
  Additionally, my attempts to contact the company for further explanation have not been successful, as I have yet to receive a response. ** ******** ***** ** ***** ** ************ *** ****** ************** * ** **** *** *** ********** ** **** *** * ***** *** ****** ************
  
  
  
  Sincerely,
  
  ****** *******

  Business response

  10/01/2024

  Thank you for your response. Unfortunately, one cannot compare us to the government. As stated clearly in the agreement that you have signed, being a corporation, we set our own policies, which you have agreed to at the time of starting this service. This company operates with a license from Government of Canada and complies with all Canadian regulations. At the same time, it has free will to set its own policies which it does and provides to its clients before business initiated. In my previous responses, I have provided all the instances where you have been in touch with us. We provided specific instructions on how to get in touch with our customer service, ***** *** **** ****** ** ******* Our decision is final. 

  Customer response

  26/04/2024

  Dear BBB services, I hope this message finds you well. * ** ******* ** ******* ** **** ******* *** *********** ********* ** ******** ***** #********. Despite my repeated attempts to contact the company (Travel Flow Services Inc.) via phone and email, I have not received any response or acknowledgment of my concerns. Several months ago, I reached out to the Better Business Bureau (BBB) regarding this matter. After having a conversation with the company, I was advised to wait for a month to receive updates from Travel Flow Services Inc. Unfortunately, since then, there has been complete silence, leaving me in a state of uncertainty and distress. I understand that companies face challenges, but the lack of communication and transparency has been disheartening. ** * ******** *** **** *** ***** **** ******** ******* * ******* * ******* ****** ********* *** ****** ********** ** ** ********* * ** ****** ****** *** **** ******* ** **** ******* ***** *** *** **** ************* *** ****** ****** ** **** ******* ****** *******

• Initial Complaint

  21/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Nexus Pass online team ****** ** **** thinking I was dealing with the Government of Canada Nexus certified agent/agency. I repeatedly asked thier agent "Jaimie J."  to confirm if "Nexus Pass online" was an authorised government Nexus agency, and I was given an affirmative answer.  The team *********** to sign an agreement and offer "new decreased rate". I was also promised 7 days free resort fully inclusive stay in the Vegas,USA for my entire family which I never recieved. They purposely intended to take 100% payment, get me to sign a document by misrepresentation and threaten me for collections if I dont respond by 3pm EST. They havent done any work yet and still they are asking money? They sent an email at 11am EST. And when I called they didn't pick up? Thier team assured that we will get the Nexus card within 6months service at 1000 times the government official amount. Also that the 6 months is not something that can be verified from a government website and is dubious which I learnt by calling the Government Nexus phone line. * **** ** ****** *** **** * **** **** ********* ** **** *** ******** ********* *** want the agreement cancelled. They have my financial and personal family details taken from me along with 100% advance. * **** ********** ************ **** *** ****** ****** *** ******* **** **** **** ** *********** ****** * **** ********* *** ** ****** ****** ***** **** **** *** *** ******** Please ask Nexus pass online to refund my **** ****** money and close this case which they never worked on. They have neither done any work or I have taken any service so there is no reason to take my money.

  Business response

  04/01/2024

  Hi there, 

  Client ***** **** had signed up for our services back on Dec 12th of 2023, where our sales agent Jaimie would have advised him we are a third party company handling nexus applications, and that we are not Nexus itself. We have call recordings, we can provide if needed, however the agreement the client signs clearly states our company name and logo, along with the pricing and application details. Client was very much aware he was not dealing with Nexus, he first signed up for himself and then called back the next day to get his family member applications as well. There is no record on file stating he requested to cancel, he was sent his 7 day resort voucher on the 14th of December, and was aware his Vegas certificate would be provided once the application was completed. Client did not contact us to cancel, instead did a chargeback through their bank in which we lost the funds for the service we were in fact providing. Client was also sent out their welcome documents and forms on the 13th of December, which they never signed or completed for us, so we cannot be blamed for the delay in their application or lack of transparency when the client was very well aware of our company and the services we were providing.

  Thank you

• Initial Complaint

  16/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 17, 2023, I paid Nexus Pass Online Inc $497.00 US to facilitate the renewal application completion and processing for a Nexus Card. I received and completed the Nexus Welcome Package forms and sent them by Registered Mail with ****** **** on June 6, 2023. In early July, I attempted, on multiple occasions, to contact Nexus Pass Online Inc. On July 11, 2023 I was finally able to connect with Emily F. who informed me the package I sent by Registered Mail had not be received. I contacted ****** **** and they confirmed the package was delivered to Nexus Pass Online Inc on June 8, 2023. I informed Ms. F. I wished to cancel the application and requested a full refund given Nexus Pass Online gad lost application. The application contained personal information including a copy of my passport. She referred me to the Marybel M. Processing/Client Services Manager. I informed Ms. M. I wished to cancel the transaction and given Nexus Pass Online Inc had failed in its contractual obligation, I requested a full refund. Ms. M. emphasized it would not be possible to get a full refund but she would would process the cancellation and refund my payment of $687.54 minus the cancellation fee of $149.10. On July 13,2019 a refund to my credit card in the amount of $449.76 was received. The amount refunded plus the cancellation fee totals $598. 86. I paid $687.54.

  Business response

  21/08/2023

  Hi there, 

  The client signed an agreement when they first signed up for our services, which states that any cancellations after 24 hours will be charged a 30% cancellation fee. When this client reached out to Marybel, this was explained to her again and she had agreed at the time. Her complaint mentions her not getting her full refund, however those amounts are incorrect, the clients total was $497 - $149.10 (15%) = $347.90. We refunded the correct amount on our end, based on the cancellation policy mentioned in the agreement the client signed, which I have attached. 

  Thank you

• Initial Complaint

  13/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My transaction was over the phone where I was sold a promise to have a nexus pass interview within 90 Days. I was encouraged to purchase an “uograde” which was $3000 for 2 seniors which included access to certain airport lounges. I am told this 6 month wait is normal. I still do not gave a Nexas pass or interview. I was asked a month ago to clarify our current employment status as the file, which they gave had since January, was incomplete. This evidence only came “to their attention” after I called to cancel completely, which they said I couldn’t, or at least change from my upgrade to just a normal five year pass. I was unable to do that acvirding yo their rules. I’m out $3000. Six months later no Nexus pass or interview booked. I want my money back* **** ** * *****

  Business response

  14/06/2023

  Hello * **** ******** the clients signed (and legally binding) service agreement. 
  
  As per the attached agreement, which is signed and dated by the client please note: 
  
  1. Our services promise submission of application within 6 months. Her application was completed and submitted on 5/3/2023, which is well within the promised period. (Her services started 4th Jan, 2023 after the receipt of her documentation by our offices) 
  
  2. Setting up of the interview is a complementary service provided to all clients for which we do not charge and is done once an approval is received from NEXUS. 
  
  3. As a standard process of service, we promise submission of application within 6 months, which was presented to client in form of a service agreement which client understood and signed. If client claims she was "promised" interview within 6 months, please provide evidence that such a promise was made. (We have provided evidence of our claim in form of an agreement signed by client). 
  
  Thank you in advance. 
  
  Admin
  

  Customer response

  14/06/2023

  I am rejecting this response because:
  This suggests my application was submitted March 4.2023 when in fact I have correspondence April 15,2023 requesting information re: employment to complete the form. I sent the same day of the request. So according to that email they were awaiting that information to submit.
  

  Business response

  16/06/2023

  Please note our email indicated "Her application was completed and submitted on 5/3/2023, which is well within the promised period."
  
  This date is copied from our system, which should be read as May 3rd 2023. Due to the fact, our system works with American standards of date which goes by MM/DD/YYYY (as opposed to the Canadian system of DD/MM/YYY)
  
  As per the above communication, your application was submitted on May 3rd of 2023. We have proof of submission available. 
  
  Thank you. 
  
  Admin

  Customer response

  19/06/2023

  I am rejecting this response because:
  I feel the company policy is to string along as long as possible and if one is to read the company review Nexuspassonline fails in customer service and reliability.
  I see I have no recourse than to hope the service I have paid $3000 for eventually will result in a nexus pass in hand.Does the “admin” have a ballpark date for receipt of such service? ** *** ******** * **** ** ******* *** ***** ** *********** ********* ** ***** ******** **** *** ** ******** ******* *****

  Please inform me when I will have a Nexus pass .

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  November 2022. Nexus pass online Inc. In Oakville Ontario/TRAVEL FLOW SERVICES INC. IS CLAIMING that they charged a credit card which the credit card company has no proof of the charge. I have never heard from the company until ************ ****** ********* Ltd. Sent a letter claiming I owe 992.00 USD PLUS INTEREST. A letter of May 25, 2023 from ************ says "we will advise our client that it is necessary to report this matter to the credit bureau " as I have not paid the amount and had not heard from the company since a telephone call in November and I returned the paper application registered mail to Oakville Ontario. The May 25th letter further states a recommendation to commence with a Civil Claims action. The company in Oakville says they have no obligation to speak to me as the matter has gone to a collection agency.

  Business response

  08/06/2023

  On 7th November 2022, client ****** ****** contacted our offices and hired of services for obtaining for her a NEXUS DFY Application and Business Lounge Access. 
  
  At that time, client provided us their credit card information AFTER signing our credit card authorization form as well as signing our legally binding service agreement and terms of service, which clearly states our 7 day cancellation policy. 
  
  Based on the service level she purchased, the services were to be completed and provided within maximum of 12 months. 
  
  However, our office completed the work earlier and she did receive her package. 
  
  On 1st February 2023 (3 months after service provision), client filed a dispute chargeback with their bank, claiming that they had already cancelled the service, which was not the case as the service had already been provided. 
  
  As a result, the money was taken from our account by force due to her false dispute claim with her bank. 
  
  Like all other business, when revenue is lost and account becomes delinquent, it is sent to a collections agency and now our collections agency is making collections efforts. 
  
  In other words, client received service, used friendly fraud tactics to recoup their money and now we have a collections agency working to obtain the money which we charged for providing the service that we have provided. 
  
  I have ******** a copy of the signed agreement as well as a copy of the chargeback/dispute notification. 
  
  Sincerely, 
  
  Operations Specialist
  TFS Canada

  Customer response

  16/06/2023

  I am rejecting this response because: on November 07, 2022 I was billed on 2 credit cards. **** was charged $1264.85 CDN for a service I was told would be Nexus traveler primary $8.97 USD, air and land.  Secondary person $6.00 USD. That was deemed fraudulent on March 02, 2023. Now, I have never been billed on ******** ******* in all of 2022. I am / nor have I received service, have returned the 2 paper copy applications, which were not filed out by persons in my home/nor myself. The applications were returned by registered mail, January 05, 2023 as I believed the company received the mail, it was not returned to my address.  I have not heard from Nexus Pass Online since December 01, 2022.I received NO service from Nexus Online nor Travel Flow Service.  ******** ******* again has no record of charges. ********* Is now assigned with the collection of $992.00 USD Plus interest. I believe I cancelled any service November 16, 2022 further emails up to December 01, 2022 were in number of 10 messages:Reminder NPO And Athorization...signature required. **** * ***** **** ******* ** ******* ********************** ******** ************* **************

  Business response

  19/06/2023

  We have already provided a detailed account of information here to BBB and have also provided documentation pertaining to agreement signed and proof of delivery. We are rejecting these claims as we have already provided the information and documentation. Thank you. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 20th I opened a file with NPO, a 3rd party company that helps people get nexus pass. At the time I didn't realize it was a 3rd party company. Even though I inquired about the price being higher than I expected, (around $600CAD each - not $50 like I had read elsewhere), the man on the phone never explained that I was talking to a 3rd party. 10 days later, I get a form in the mail for me to fill out our passport information, etc... It was then that I realized they were 3rd party. In the terms and conditions posted on the site, up to 7 days I would have been eligible for a full refund, and after that they keep a 30% fee. So I emailed to ask if I could get a refund. After one employee danced around the question, I reached out to another employee I had spoken with earlier, and both of them ghosted me. A couple weeks later, I filled out the website message form and tried to get an answer through there. Nothing. I was completely ignored by this company as soon as I brought up getting a refund. * ******* ******* ****** **** * *** **** ******** I was not feeling comfortable sending them my passport information. This week, I tried again and got a response from a client service worker. She was understanding ***** *** **** **** * **** **** * *** **** ******** given the complete lack of service I received. She said that the policy isn't fully posted on the site, and that I actually had 30 days to request a partial refund, but since it was months ago, I am not eligible. BUT I have it in writing, twice, that I emailed people at that company asking for a refund well before 30 days was up. She refuses to reconsider, despite my evidence of having asked in time. I have asked to talk to someone else in the company about it, but she refuses. So, either I sent *********** ******* people our passport info, or I'm out $1,200. The issue is they aren't following their own policy. The policy also says that after 6 months inactivity from me, there are more fees. 6 months is Mar. 20th.

  Business response

  02/03/2023

  The client ******* ********* signed a legally binding agreement indicating our terms of service being a private company assisting clients in their NEXUS applications and a specified cancellation period. After conducting a thorough investigation of the situation, her cancellation request was outside the specified cancellation period. As per the attached agreement, the client was aware of this. Despite the provided service being completed, as a goodwill gesture, we will refund the client.

  Customer response

  02/03/2023

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  

  I am unclear on whether they will be granting a full refund or partial... how do I contact the person or department who wrote the response?

  Customer response

  13/03/2023

  Hi there,

  On March 2nd I received a response through BBB from Nexus Pass Online saying they would issue a refund, but I wasn't given any information on who at Nexus Pass Online to contact about the refund, and I haven't heard from them. Are you able to provide me with any more information? 

  Business response

  13/03/2023

  Please note as per the terms of service that you have agreed to by means of direct signature, it takes us upto 30 days to process and send you a refund. A commitment to refund was sent to you on 2nd March and its 13 march today. Please allow upto 2nd April to have your application cancellation to go through and refund processed. Thank you in advance. 
  
  

  Customer response

  16/03/2023

   Thanks so much for all your help!!

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  

*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. ↩