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:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent them ALL my Personal info to GOV+ to get me a passport and it's been months now and still nothing. The only thing I received was an application which I could have picked up myself for FREE. I Keep going back and forth with ****, one of the reps, and he is NO help at all. I expected a passport from them for all the $ i had spent, not an application. The only thing i want now is a refund, this site is a scam !!!

  Business Response

  Date: 09/14/2023

  Hello ********,
  
  
  We sincerely apologize for the confusion and want to assure you that we have processed thousands of other applications without any issues, and we sincerely apologize that you experienced this unfortunate case and we can offer you a refund of our software fee of $57. Please know that refunding you the $130 government fee would automatically result in voiding the check we issued on your behalf.
  
  We would also like to assure you that your application has been received by the passport facility on May 5th 2023 and is still being processed by them. The agency is very backed up at the moment. We have provided you your application locator number and the contact number to check the status of your application directly with the facility. It's important to note that the current routine processing time frame for passport applications is between 10 to 13 weeks due to significant backlogs within the government. During your interactions with us, we informed you of this timeframe and this information came directly from the US ********** of ***** website and often changes based on their workload. 
  
  We offer you two options at this point:
  
  Option 1. Refund of our GovPlus software fee and keep processing your application
  
  Option 2. Refund both Software and Government fee but this will cause the check we issued to be voided and do not recommend this as we confirmed your application is actively being processed at this very moment. Full refunds of $57 and $130,  a total of $187
  
  We have also sent this response to you via email for faster processing of your desired selection.
  
  We believe that we have addressed your concerns and eagerly await your choice. 
  
  You are a valued customer and we urge you to select option 1 Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us again privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the website they give you the tracking number for your package. The one they provided for me is incorrect. I have a screenshot of it. When I called they just said it was incorrect and it must be ***** fault. Apparently the package was delivered on July 28th. The address they delivered it to was "********* mailbox *****" even though the address I provided was "**************************************************** Apt. 35 ********* ** *****". Again, I have screenshots of all this information. I have no idea where my package is. It's my passport, that is sensitive information. I feel like this was extremely careless. I'm still waiting to hear back from *****

  Business Response

  Date: 09/14/2023

  Hello *****
  
  We sincerely apologize for any inconvenience you have experienced and want to assure you that we have taken the necessary steps to address your concerns.
  
  Your passport application was received on June 30th, and upon initial review, it came to our attention that there was an incomplete address provided by you. We promptly reached out to you via email on July 3rd, requesting your complete mailing address. We followed up again on July 8th, by email and you responded providing us the missing information required to process your application. Subsequently, we were able to confirm and rectify the address issue, allowing us to complete your application processing. Your application packet was completed on July 18th and was scanned and picked up by **** and in transit on July 21st 2023.
  
  On September 4th, at 6:38 PM, you initiated a chat with us concerning your application packet, but unfortunately, you abandoned the chat session. Recognizing your concerns, we proactively contacted you back via phone the following day, September 5th  during which we identified a potential technical issue directly with the ************* ************** (****), you reported that when you checked our dashboard for the status update of your passport application it showed that a label was created but not shipped; However when we traced the package it was shown as delivered. We then contacted **** directly to inquire why the discrepancy was occurring.   
  
  We are still actively investigating and working with **** in full detail what occurred with **** related to the delivery of your package.
  
  We have contacted **** and they have reported the following this far, with their handling of the package. We also found out that you have already initiated a service request directly with ****. During our conversation with ****, we were informed that efforts were made to locate your information and package within their system, but unfortunately, no guarantees could be provided regarding the whereabouts of your missing package. Additionally, as per **** it was mentioned that the letter carrier who handled the delivery was off-duty during the incident. Furthermore, it appears that there was an error in delivering the package to the incorrect mailbox, and regrettably, the carrier could no longer locate it. This is all unacceptable and we will continue to work with them and locate your package as soon as possible.
  
  We understand the frustration this situation has caused, and please rest assured that we are actively working with **** to assist in resolving this unfortunate matter of **** misplacing your passport application package to the best of our abilities. 
  
  We will continue to work with **** to track the package; However we would like to offer at our expense to reprepare and expedite a new package for maximum safety and speed. We will incur all expenses related to the reprinting of your application including but not limited to the forms and passport photo, postage label, tracking,, as well as the issuance of the required checks.
  
  We also offer a full refund if you wish. We believe this is not your desired outcome as you reported you want the delivery of your package as per the above complaint. We would be more than happy to resend you your application packet if you wish, just please reach out to us directly to let us know how you wish to proceed. Also, please know that we will not stop the investigation with **** in the meantime. We strongly suggest you allow us to reissue your package asap in order not to lose anymore time.
  
  You are a valued customer and would be grateful to have the opportunity to right this unfortunate matter experienced with the **** glitch. We eagerly await to hear from you regarding your decision to reprocess your application. We will also send this communication to your email on file as to not delay with your desired selection of full refund or package reissued; In addition, you can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************
  
  

  Customer Answer

  Date: 09/15/2023

   
  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:08/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 17th I used the site to renew my passport and apply for *** Pre. My card was charged for both items. Now GOV+ is saying they cant find the transaction to send me a receipt, which Ill need to show the *** office at my appointment. Scam site.

  Business Response

  Date: 09/07/2023

  Hello ********,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  
  Please refrain from making inaccurate public statements, specifically, the assertions that "I was charged twice", they cant find the transaction to send me a receipt and "Scam site." We urge you to take a moment to familiarize yourself with our services and to also exercise caution when using the term "scam." Our company is a legitimate, fully registered private entity operating in compliance with state and local laws. We have seamlessly helped process thousands, if not tens of thousands of applications.
  
  To provide clarification, on August 17th, you encountered two separate charges for two separate and distinct applications, TSA PreCheck and New Passport applications. The initial two charge attempts did not successfully proceed due to the reason "Insufficient Funds; Try again in 10 days." as per our merchant account error codes. These instances may have occurred because there were charges on hold, pending, or the account was approaching its credit limit. We are uncertain as these alerts and blockages come directly from your card issuer directly to our merchant account bank.

  On the same day, when you contacted us regarding your declined credit card, you mentioned receiving a fraud alert and expressed doubts about the trustworthiness of our site. It's important to note that the third charge attempt also failed, with the reason being "Suspected Fraud." It's common for credit card issuers (credit card company) to flag transactions that deviate from the cardholder's established purchasing patterns or involve unusual amounts. The alert you received was a request for authorization. The two successful payments  were processed. Please note that receipts were automatically sent at 2:58 and 2:59 PM and as per our records were opened by you at around 11:48 PM EST.
  
  The following day, you were sent an email containing the details for your TSA Precheck appointment. The details were as follows:
  
  BRING THE FOLLOWING DOCUMENT(S) TO YOUR APPOINTMENT:
  1. State ID Card (or outlying possession of the U.S.) with a seal or logo from State or State
  Agency
  2. Passport Book or Card
  
  Date and Time: 08/31/2023 @ 4:20 PM (EDT)
  Location: XXXXXXGO XXXX XXnd Ave Ste X** XXXX XXXXX, FL XXXXX-XXX7
  UEID: UZZY-XXXXXY
  
  Almost two weeks later, you reached out again requesting receipts. We provided you with instructions on how and where to find receipts in your dashboard.  As well as we manually sent to you both requested receipts via email at 12:32 PM the same date. Please know TSA PreCheck allows walk-ins for interviews, but applicants with appointments are prioritized. You do not need our receipt to show up for your appointment. You just need to follow the instructions that were emailed to you as it already contained the documents you needed to bring. 
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity. We've taken note of your complaint, which indicates that you do not fully perceive the value or convenience of the services we provide. Since we place a high priority on customer satisfaction, we have processed a full refund to your charged account on August 31st at 6:53 PM EST in the total amount of $154. You now have received the refund confirmation details via email and we have confirmed receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement. 
  

  We have taken all the necessary steps to address your concerns and processed the refunds. With this, we consider this matter to be fully resolved. 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: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  - Date of the transaction: July 14th, 2023 - The amount of money you paid the business: $187 - What the business committed to provide you: Passport renewal - What the nature of the dispute is: The website appears like a government site. I thought I was renewing my passport through a reputable site but realized afterward I paid for a service I don't need and gave personal info to a site I don't know. The website is deceiving.- Whether or not the business has tried to resolve the problem: Attempting to communicate with any staff is impossible since theyre using AI and bots.

  Business Response

  Date: 09/12/2023

  Dear *****************************
  
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated customer support representatives will be pleased to assist you.
  
  You researched and used our passport services on July 14th 2023.
  
  August 28th at 3:04 PM you reached out using our assistant to edit the information on the passport application that you just submitted. You reported to us that you wanted to update the phone and we then executed this for you. We considered these active application corrections and no further request was needed for you, we then began processing your passport application and creating shipping labels on your behalf to track the exact status of your passport application. 
  
  You reached out via our assistant once again at 1:10 PM EST August 30th but did not make any requests, you closed out and left. Four minutes later our customer service agent ***** reached out to you via email exactly at 1:14 pm EST to see if you needed help as you launched the assistant for help then abandoning the help line looked suspicious to us and wanted to ensure your needs were met. 5:38 PM the same day, one of our supervisors, *****, called you and left a voice message. 
  
  To this date we have not heard back from you at all, not phone, nor chat support or by email. Then on August 30th we received this BBB complaint out of nowhere making accusatory responses when you have failed to respond to any of our follow requests to see if you needed assistance. 
  
  Due to no response we have canceled and refunded the following amounts $57 and $130. Refund confirmation emails were sent to you and you opened them as well.
  
  We value your feedback and would be grateful to hear any further comments you may still have privately. Please do not hesitate to share your thoughts directly with us.. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************
  
  

  Customer Answer

  Date: 09/12/2023

  
  Better Business Bureau:
  
  On July 14th at 2:52 PM I used Gov+ services to renew my passport. Despite my bank sending me a fraud alert, I entered in all my information, photo, paid, and your company accepted it. I was informed that I would receive some sort of notification when my application would begin processing. I did not.
  
  On August 3rd at 09:50 AM I received an email asking me for my photo AGAIN. I uploaded the exact same photo and was informed I would receive some sort of notification when my application would begin processing. I did not.
  
  August 28th at 3:04 PM, after changing my phone number through chat on your website, I was informed I would receive some sort of notification when my information would be updated. I did not.
  
  On August 30th at 10:47 AM my old phone number was still showing up to access my account so I decided to email support instead. After 7 emails with support, my number was STILL not changed.
  
  On September 8th at 2:57 PM ***** called me with the following message: Hi, good afternoon for my name. Uh, this is ***** from Gov+, we're calling to uh check information regarding the BBB complaint you filed. The reason why your passport was not processed, the application that you submitted, was because the email address you provided is what we sometimes use for a dummy account. Um, we would also like to check why you would use our company name in an email, which is also trademarked. Thank you.
  
  I received calls and emails to see if I needed any assistance, but the simplest of actions were not able to be made. This is why I filed a complaint. Gov+ states that on August 28th they began processing my passport application. A month and a half after my paid services. The call from ***** suggests that my application wasnt processed at all because of my dummy account. If my email seemed like a dummy account, why didnt I receive any type of communication on it? So, which one is it?
  
  As of September 12th 2:05 PM, my old phone number is STILL showing up when attempting to log in to my account. Thank you for refunding me the total amount for a service I did not receive. Please erase all account and personal information from your database in accordance to state/federal laws. Thank you.
  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:08/30/2023

  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 a $57 fee for no reason. I have never heard of this company and I dont even know what they do.

  Business Response

  Date: 09/01/2023

  This complainant is not a customer and called in because of a charge on his credit card. The agent who assisted him tried locating an application or an account under his information. When the fiance's information (email address) was provided, he was duly informed that there was an application currently being processed under that name. He was aware of the service, he was aware of the charge. The call was recorded and he was captured saying nothing else when asked if the agent could still be of assistance. Attached is a full transcript of the recorded call. Please advise if the actual call can be attached as well. 

• Initial Complaint

  Date:08/29/2023

  Type:Order 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 contract this company services to renew my passport, was charged the correponding charges for the service,plus a TSA procedure. I contact the company ,apparently the passport was not even sent to process because the person I was speaking to said that it was going to send it to another department. And after that my 2FA number got changed somehow. I can't log in because the phone number that receives the autentification isn't mine and it's been 2 days since I called them and still the same problem. No passport and can't access my account.

  Business Response

  Date: 09/05/2023

  Hi ************************* was a pleasure talking to you and thank you for giving us the opportunity to explain our side. All your suggestions, feedback and comments are taken to heart. We always strive to provide better service to our customers.

  We extend our sincere apologies for the inconvenience and delays you have experienced. We would like to clarify again that most of our services are currently tailored exclusively to citizens and applicants currently residing in or holding addresses within the 50 states inside *****************. ***********, is an unincorporated territory and we have yet to open our services there due to shipping reasons at this time. We are working diligently to address servicing unincorporated areas such as *********** as soon as possible. However, we can currently accommodate digital applications like EIN and TSA PreCheck products at the moment.
  

  Upon thorough investigation, we have determined the reason your passport application was accepted by our platform is because the ** address used during submission was located in *******. This has inadvertently resulted in your application remaining in processing status. As the system is , again, programmed to identify certain information relative to the services we currently offer. Right now, these exclude information and research for ** Territories.  Here is the passport facility where you can send your passport renewal application:
  
  US ********** of ********************************************************************************* Box 1146
  ********, ** 20166-1146
  
  We are also pleased to inform you that your transactions have been successfully canceled and refunded. Receipt for the refunds should arrive in your inbox from ******************************** soon. Usually, your bank's processing times require up to 1-3 business days for the refund to be shown on your account. Please take extra care to keep your active until the refund amount has been credited. If your card becomes lost, stolen, or blocked, the refund cannot be processed. Additionally, for security reasons, we are unable to provide company checks.
  
  Please let us know if you need further assistance or have any questions.
  We look forward to serving you again in the future!

• Initial Complaint

  Date:08/28/2023

  Type:Delivery 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 June 19, 2023 I ordered my birth certificate and proved all the additional information the requested. They did not sent out the request till June 30th. They told me it takes 8 to 12 weeks till I will receive the birth certificate. At the 9 week **** I reached out since the tracking number was I provided was not valid. They provide a number for me to call and check my self at the health department for the state I was born for an EDD. That number stated they ONLY use Vital Check website for requests. I reached back out to Gov + and it was a blanket email of 8 to 12 weeks for delivery. I then ordered my birth certificate from the other website and received it in less than 7 days. I feel this website is a fraud and stealing money.

  Business Response

  Date: 09/01/2023

  This customer has been refunded despite the accomplishment of the service. Her application has been with the ***************** Vital *************** We cannot predict how and when the application will be or is being processed. 

  Business Response

  Date: 09/12/2023

  Hello ********, 
  
  We have carefully reviewed this matter internally and the sequence of events leading to the delay surrounding your birth certificate application. We sincerely apologize that you needed to reach out to us several times as that is not the customer service we strive to provide. . We sincerely understand and empathize with your frustration and disappointment, and we want to assure you that we have processed applications as promptly and as efficiently as we could . We have made significant improvements to our systems and processes in response to this issue.
   
  We would like to inform you that your birth certificate application has been sent directly to the *********** ********** of ****** Health. Please understand that it is our responsibility to get the application to the state department, however, once it arrives the state's processing time frame is out of our hands. We appreciate your feedback regarding wanting to know the precise stage in the processing of your application and will explore the feasibility of offering this additional tracking feature if possible. 
  
  Currently, our tracking system only provides updates on the initial stage of the process, which is when your order is in transit and on its way to the State Vital *************** Generally, requests made at local or town vital records offices are processed faster than those made at the ************* which can take up to 12 weeks to process and may vary depending on different factors such as the location of the vital records office, the number of applications being processed, and the accuracy and completeness of the submitted documents. Delays can also be caused by external factors such as unforeseen events, regulatory changes, or disruptions in postal services. While we understand the interest in knowing the specific processing stages, we believe that the most important information is knowing when your desired end result is achieved.
  
  It appears that in your case the *********** state department is still processing your application, and we have no way of verifying the exact status internally. It is due to this unfortunate error through means out of our controll that we have refunded you. We are glad to hear you were able to use a competitor to get the document you needed in a faster time frame, however, they are not able to fill future forms in one click. In addition, I still know the agency should still process your application but free of charge now at our expense, which for the delay we are happy to offer you. Please also understand that you used a different private company that has an agreement to process applications, but they are also a private company like us.
   
  We would also like to address your statement about our website defrauding and stealing money. We are a private company, and just because we are not part of a government or state agency, it does not mean that there's fraudulent activity. We have never pretended to be anything other than a private company, and private companies are permitted to offer services to customers. As a private company, we comply with all applicable laws and regulations and operate in an ethical and transparent manner. We offer a variety of features such as automatic form completion, real-time vital tracking and updates, online payments, expert application review, customized packets for selected applications, and 24/7 live customer support in seconds via chat, phone, and email in one single platform. These features are currently not offered by the government. In addition, government agencies are not being praised or featured in articles on platforms such as Bloomberg, Yahoo! Finance, Business Insider, Forbes, and others. GovPlus is the company receiving recognition and praise for fulfilling the needs of busy customers who lack the time to navigate complex government processes independently.
  
  We deeply regret that our services did not meet your expectations and we respect your decision. Your experience is far from what we intend to provide to you, our valued customer. We are committed to ensuring customer satisfaction and have processed a full refund of $57,  to your charged account on August *********. Refund confirmation email has been sent to you as well. Please acknowledge the receipt. We process refunds real time but please allow 1-3 business days for the refund to be posted back to your account as bank processing times may vary. Also keep in mind that the check has been encashed by the ************************** in ******** for the certificate fee. 
  
  We value your feedback and would be grateful to hear any further comments you may still have. Please do not hesitate to share your thoughts again with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through Friday
  
  Sincerely,
  
  

• Initial Complaint

  Date:08/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is very misleading and customer service is terrible.This company does NOT FILE YOUR PASSPORT APPLICATIONS.Their website makes it look like they do, like they take all of the hassle out the process. All they do is fill out the simple form for you and charge you hundreds of dollars to do it. Then they mail you the forms and you have to go to the passport agency anyway to file them.I signed up, filled out all their forms and then waited, and waited and waited. My application has been "being processed" for two weeks. I turned to customer service for answers and they informed me that it hadn't been done yet, but gave no reason why. The first agent kept me on hold for 20 minutes and then disconnected the chat with no resolution. The 2nd agent informed me that she could push the application through and then mail me "the packet". This was when I found out that I had paid them $200+ and waited two weeks for them to fill out a simple form and mail it to me. I still have to make an appointment at a passport facility and take these documents in. I will also have to pay hundreds more to the passport agency.This is a scam as far as I'm concerned. Perhaps I should have read the fine print but the service they actually offer is not really the service they imply on their website. In fact it states that they eliminate "Waiting in long lines at government offices" right on the website.

  Business Response

  Date: 09/04/2023

  Hello ***********, 
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  Your Lost Passport application was submitted and received by us on August 11th.  We reviewed and sent you notification via email on August 15th 2023 regarding your photo not meeting the qualifications for a passport photo as it was taken too closely; selfies are also not permitted.  You then corrected the error which allowed us to finish preparing your passport application package. We would just like to set your expectation that our product has tremendous demand and we try our best to handle those that are pending. We do not commit to a specific delivery of services as per our terms. However, we would like to inform you that your application has been reviewed and was  awaiting pick up by the **** for delivery to your home. We have consistently followed up on this matter.

  We sincerely apologize for the inconvenience and want to assure you that we have processed thousands of other applications without any issues, so we apologize that you experienced this very unfortunate case and have issued a full refund for all charges. Your packet was processed and printed on time, however **** was not able to scan the label correctly.  Once the packets are picked up by ****, we will be unable to foresee incidents that *** happen along the way. Like the interference on the delivery schedule last Aug 31st. 
  
  We would like to address your statement about the agent who kept you on hold on chat, then reportedly abandoned you when you reached out to us on August 24th. It was not deliberate, it was a connection error and the issue has been identified and resolved. That  was why another agent picked up the conversation to assist you with your  concerns. The agent answered your questions about the status of your application, it was still being reviewed at that time as the photo you submitted did not match the criteria. An email detailing why you need to submit a different photo was sent to you on August 15 at 7:08 AM, which we did not receive any response to.
  
  Please understand that each case is different and for many of our products and cases we do allow the customers to avoid waiting in very long lines and can skip having to go into any agency. However, in the case of your Lost Passport application, you do have to go to the passport office as you must submit your completed application in person, original and copies of supporting documents, photo, and fees, in person at a passport acceptance facility. You will also be required to sign in front of the passport agent. However, our personalized forms simplify the process by removing unnecessary obstacles. GOV+ takes responsibility for your application documents, ensuring accuracy and significantly reducing the likelihood of errors and rejections that could cause delays. All necessary materials, including forms, passport photo, and checks, are delivered directly to your home or designated address, eliminating the need for additional trips to obtain the needed items (checks, passport pictures etc.) Our services tremendously help to reduce any possible issues about missing components. Literally opening your mailbox reveals everything required to move your application forward seamlessly. Please also know that the $165 you were charged for was for the mandatory government fee for new , lost/stolen or damaged passport application. The online payment is received by us and then a manual check is issued and placed inside the packet payable to the U.S. ********** of ***** so that all  is in the package, all you need to do is show up. This allows you to avoid having to write a personal check.
  
  In line with our commitment to  customer satisfaction, we have processed  full refunds of $57, $77, $49  and $165,  a total of $348,  to your charged account on August *********. Refund confirmation emails have been sent to you as well. Please acknowledge the receipts. Also keep in mind that we process refunds real time but bank processing times can vary, so please allow 1-3 business days for the refunds to be processed. Pleas also know that the checks were already voided since the cancellation requests for all transactions were processed. You *** still use the forms and the passport photo. 
  
  We value your feedback and would be grateful to hear any further comments you *** still have. Please do not hesitate to share your thoughts again with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9AM to 6PM EST, Monday through ********************************************************* Specialist
  **********************
  

  
  

• Initial Complaint

  Date:08/22/2023

  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 attempted to register with TSA. This site does not indicate it is not affiliated with TSA. This company is actually listed location is *************** have provided my mailing address, Social Security Number, Birth Date, etc. along with $97 for an application for TSA.

  Business Response

  Date: 08/30/2023

  Hello  ******
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  Regarding our office locations, we currently have two locations located in *****************:
  

  Location 1
  ************, ***********:
  *****************************************************************
  ************, ** 00901-1607
  
  Location 2
  ********, ********:
  ************************************************
  ********, ** 19703
  
  Please be aware that we may open more offices in the future. Our status as a company with multiple locations is in compliance with BBB specifications. However, the ******** address is not currently displayed on the BBB website, and we will request its reinstatement as it was once there and shows in our administrative profile for the BBB so we can not attest as to why they have changed this as of recent as our primary mailing address is our ********, ******** office 
  
  We'd like to clarify that *********** is part of *****************, so having an office there is consistent with our nationwide service.
  
  If you had a concern about our office locations you could have simply reached out to us directly vs making a BBB complaint.. We understand your concern for your data however we can assure you with our bank level security and privacy practices, your data is secure. In addition, it has already been completely purged as per your request. 
  
  Please know that a full refund has been provided as well as your data deleted as per your request.
  
  The summary of all our interaction is as follows:
  
  On August 19th, you submitted a *** Precheck application through our platform. Subsequently, on August 22nd at 1:24 PM, we sent you an email notification, prompting  you to select an appointment from the available options we secured for you on the same day. However, after choosing an appointment, you contacted us to cancel your application and raised concerns about our legitimacy and affiliation.
  
  It is important to highlight that your decision to utilize our services was entirely voluntary, and we trust that you had the opportunity to thoroughly review the disclaimers regarding our services and associated fees. These disclaimers educating you are prominently displayed throughout our website. We would like to specifically address your assumption that our website lacks indications or statements of our affiliation with the *** or any government agency. If you had  thoroughly read our website in its entirety, there would be no confusion or assumptions made about our website, services and affiliations. As our disclaimers clearly read that we are a private company and not affiliated with the government. Although we have been contacted in the past by the government to assist with streamlining certain forms, we have chosen to remain a private company that serves customers only at this time. Our website homepage, www.govplus.com, clearly and boldly states close to the top that we are "Not the government, just a helpful private company. This disclaimer at the bottom of our website and the exact disclaimer in the terms and conditions is as follows:
  
  GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice." 
  
  A bit of a fun fact that we would like to emphasize is that no government website currently offers multiple government applications in a single platform as each government agency is regulated by different areas thus adding to the confusion where to find said forms and or where to file / send  them for processing. It is due to this very confusion (and much more) that we are able to offer simplicity and clarity to many government processes on an independent and private level. We and many, many customers are confident in our design decisions and believe we offer a user-friendly and organized experience while still providing the required functionality and alerts to being a private company and NOT in any way affiliated with any state or Government agency.. 
  
  We invite you to read thousands of independent, verified positive reviews stated on the BBBs very website. We have a rating 4.72 out of 5 possible stars; with 698 BBB Customer Reviews as of August *********, *** customers cant be that wrong and find value and convenience in our services. Our status as a private company is also clearly indicated through our domain name ".com". As well as a clearly stated in the middle of our home page. A friendly reminder and also for future references, official government websites are easily identifiable by seals and disclaimers on their homepages. Official government websites use .gov or .mil domain extensions, again,  instead of .com which is typically used by private companies.
  
  In addition, notable platforms like Bloomberg, Yahoo! Finance, Business Insider, and Forbes, it's GOVPlus that garners acknowledgement and acclaim for effectively meeting the needs of individuals with busy schedules, providing a solution for navigating intricate government procedures. It's our name that resonates as a reliable partner in simplifying these processes, rather than government agencies being spotlighted or celebrated in such articles. We invite you to take the time to read these articles as well and are happy to provide these links: 
  
  ******************************************************************************************************************************************************************
  
  USA Today article
  ****************************************************************************************************************************************
  
  Bloomberg
  ***************************************************************************************************************************************************************************************
  
  There are many other articles but we feel that these get the point across.
  
  We take great care to ensure transparency regarding government fees. On our payment page, we prominently display a clear disclaimer in bold letters, positioned just below the designated payment amount. This disclaimer explicitly states, "Government fees are not included." This placement ensures that this information is clearly visible to our customers before entering any credit card information. Our software fee of $97 for *** Precheck applications is designed to provide additional value beyond the cost of our software alone. It covers various complementary features, including customer service assistance, personalized booking, and the option to reschedule *** appointments for new applicants. This fee not only grants access to our software for your *** application but also provides access to your personalized dashboard for various forms, both now and in the future.
  
  We also would like to  inform you that GOV+ is a fully compliant and legally registered business, duly registered in both ******** and *********** and efficiently serves our customers across *****************. As stated above *********** is part of *****************. No passport is needed to travel there and the nature is beautiful. We highly recommend you visit this beautiful part of ***************** in case you have not been. It's essential to clarify that while the Better Business Bureau (BBB) requires designating one primary address on their website, our mailing address was once correctly recorded on the BBB website with our  ******** address, it was shown on a different page under other locations; however, we can see that this has been removed. We will reach out to the BBB and request it to be reinstated. We can not control how the BBB designs their website and why they do not post both addresses side by side. We also do not have the authority to rearrange their website. We have made this request though.
  
  Regarding your concern about the use of your information, we want to emphasize that our company adheres to strict ethical standards. Your information is exclusively utilized for managing and processing your application with the government entity you have authorized us to assist with. We prioritize the security and confidentiality of our customers' information. GOVPLUS employs top-tier security measures, including bank-level, 256-bit TLS encryption, to safeguard your data. We have a firm commitment to maintaining your privacy, and as outlined in our terms & conditions, we do not disclose personal information to third parties. We would also like to inform you that *** applications currently do not require a Social Security number. Again, we have fully deleted all account information and issued a full refund.
  
  For a detailed understanding of our security and privacy practices, we encourage you to visit our website and navigate to the Security & Privacy section. We understand that privacy and security are of utmost importance to you, and we want you to know that we take these matters very seriously. 
  
  We highly prioritize customer satisfaction and based on your complaint, you do not see the value in what GOVPLUS has to offer, therefore, we have processed a full refund to your charged account on 22 Aug 2023, despite it not being aligned with our policies since services were provided. We hope that this gesture of goodwill is appreciated. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you. The request for your information to be deleted from our system has also been processed accordingly. We are confident that we have addressed all of your concerns and resolved the matter by processing your requests. We consider this matter closed. 
  
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website appears like a government site. I thought I was renewing my pre check through a government site but realized afterward I paid for a service I dont need and gave personal info to a site I dont know. The website is deceiving.

  Business Response

  Date: 08/17/2023

  Hello *******
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this (The BBBs public complaint website) communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We highly recommend that you use the dedicated GOV+ support channels for any questions or concerns you might have. Opting for assistance through these official channels would have allowed us to promptly address your needs, provide necessary information, explanations, or even a refund if necessary, thus potentially preventing the need for a public complaint. By using these designated support channels, you would have benefited from a direct and efficient resolution, while also maintaining confidentiality and minimizing the risk of misunderstandings or inconveniences associated with public discussions. 
  
  We attempted to contact you by phone today August 16th at 4:34 PM EST to address your concerns directly. Unfortunately, we were not able to reach you and left you a voice message  with our contact number and our phone operating hours so you can reach back out to us  at your earliest convenience. 
  
  Please let us summarize the history. You applied and paid for your TSA PreCheck application Yesterday, Wednesday , August 16th. Your application was in the processing stage because it was lacking necessary information that we were working on obtaining from you.  
  
  Please allow us to now address your stated concern regarding your thought or assumption that GOV+ was a government website. We want to clarify that this is indeed a misunderstanding on your part, it would not have been if you read our website in its entirety.
  
  For your own education, government websites have a .gov website in their domain and use various seals. Our design has nothing to do with a government website nor our copywriting tone which is friendly and playful. Our services are fully legitimate, adhering to all required protocols and legal boundaries. We have taken significant measures to prevent any confusion or assumptions of government affiliation. Our website, www.govplus.com, explicitly states: "Not the government, just a helpful private company." This stance is consistent, and our use of the ".com'' domain reinforces our status as a private entity. The statement that you thought you were renewing  with a government site raises questions. Moreover, the choice not to engage with us directly after realizing you were not is equally perplexing.
  
  This confusion, which arises from you not fully reading our website and disclaimers that we are NOT a government entity, becomes even more complex when we take into account that the *************************** doesn't provide a platform for applications from different agencies, with the convenience of one-click form submission, as we offer. Additionally, the official identity of the government does not include the symbol "+" or the term "Plus" in its corporate name.
  
  The choice to name our company, GOVPLUS, was to symbolize the comprehensive range of services and features we provide, surpassing the limitations often found with government-provided resources. The $97 fee encompasses more than just the utilization of our software to fill out your TSA renewal application form. It also includes access to our software and customers' dashboard for submitting various other forms. Additionally, we offer several free-of-charge features, such as customer service assistance with pre-enrollment, customized booking or rescheduling of TSA appointments for new applicants, PLUS much more as it varies by product.
  
  In this situation, there's no need to formulate or adopt any elaborate explanations. If you wish for a refund, kindly request it, and we will promptly process it for you. Simply allow us the opportunity.
  We've taken note of your complaint, which indicates that you do not fully perceive the value or convenience of the services we provide. And since we place a high priority on customer satisfaction, we have processed a full refund to your charged account on August ******* at 3:12 PM EST. 
  
  You now have  received the refund confirmation details via email and we have confirmed receipt. Please keep in mind that we process refunds real time; however, bank processing times can vary, so please allow 1-3 business days for the refund to be fully reflected on your statement.. Your request to have your information removed from our system has also been processed as well as no further communication will be sent to you from our company as you requested. 
  
  Please know that we have taken all the necessary steps to address your concerns and processed the refund and all your requests accordingly. With this, we consider this matter to be fully resolved. 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: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 08/23/2023

   
  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,
  
  *******************************