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:07/06/2025

  Type:Service or Repair 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 used GovX to book our hotels for an upcoming Scotland trip. I could not get the transactions to go through via their website, so I had to book over the phone. We did separate transactions for separate hotels. When I got the email confirmations, I noticed one booking was for June instead of August and quickly called GovX to have them move the dates to August. They refused and said I must ask the hotel in ********. I emailed the hotel directly and they said they would make an "exception" and refund the money because it was within 24 hours of the booking. I took a screenshot and sent it back to GovX stating that (1) they made the error when they booked the hotel and (2) the hotel was gracious enough to refund the money. After several weeks of back and forth and the typical "we are looking into this issue and will get back with you in 3 business days," they finally closed the issue and stated they could not give a refund because the hotel refused. I understand the risks of making a "non-refundable" hotel stay but in this case, GovX made the mistake of the dates on their end AND I got written confirmation from the hotel they could refund.

  

  Business Response

  Date: 07/07/2025

  Hello ****, 
  
  Thank you for sharing your issue. I am sorry to hear about your experience with your hotel booking. We are going to reach out to you today, 7/7 to assist. We will reach out via email first to notify you of our call. 
  
  We will do our best to assist you on this issue. 
  
  Thank you, 

  Brittany 

• Initial Complaint

  Date:07/02/2025

  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 have signed up as a teacher and it is still pending after around a week or two. I have been working with **** on the help desk. She says I am approved but I keep telling her it is still pending and I cannot use it. I have tried their numbers to call and the one for customers is not working.

  

  Business Response

  Date: 07/02/2025

  Hello *******, 

  
  Thank you for sharing your issue. I am sorry to hear about your experience with your verification. We are going to reach out to you today, 7/2 to assist. We will reach out via your existing support ticket. 
  
  We will do our best to assist you on this issue. 
  
  Thank you, 
  Brittany 

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair 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.

  issue regarding my stay at *********** from May 24 to May 25, 2025.Upon my arrival on May 24, I was informed that the hotel elevators were not in service. After discussing the matter with my travel companionsmy friend, who has ******************, and my daughterwe decided to proceed with the stay despite the inconvenience. We were initially offered a room on the 5th floor. However, upon my return to the front desk, I was told that only rooms on the 10th floor were available. Reluctantly, we accepted the 10th-floor room and managed to reach it.We stayed the night of May 24 but found the conditions extremely difficult for my friend due to her medical condition. The following day, May 25, we learned that the elevators would remain non-operational for an additional five days. Given these circumstances, we decided to check out a day earlier than our original check-out date of May 26. Since then, I have made several attempts to obtain this refund through the third-party company. Unfortunately, they have informed me that they are unable to process the refund due to being unable to reach the hotel. I have also made numerous attempts to contact the hotel directlyvia phone calls to guest services and the finance department, as well as by submitting a grievance through Googlebut have not received any response.Given these circumstances, I am requesting that the hotel either respond directly to the third-party booking service to facilitate the refund or contact me so that we may resolve this matter as soon as possible. I have attached the receipt of stay that was presented to me and my reservation made through Govx ( third-party company).

  

  Business Response

  Date: 06/26/2025

  Hello *******, 
  
  Thank you for sharing your issue. I am sorry to hear about your experience with your hotel stay. We are going to reach out to you today, 6/26 to assist. We will reach out via email first to notify you of our call. 
  
  We will do our best to assist you on this issue. 
  
  Thank you, 
  Brittany 

• Initial Complaint

  Date:06/15/2025

  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 went to book a room on GOVX and the website stated it could not be completed. I resent the order for 2 hotel rooms for 2 nights each. This was a total of 4 nights. They billed my card for a total of 4 rooms for 2 nights each. I called the hotel to verify I wasnt double billed after the credit card company emailed me stating the charge and it wasnt the amount. I contacted GOVX to I have them fix the issue because I was billed twice. They tried to tell me they dont normally refund rooms and I told them per the email I could cancel penalty free before 10PM. I called at 945PM and she argued it was a non refundable room. There is no listing of this being the case. I talked to the hotel in *******, MT and the employee canceled the rooms free of charge. When I was there the same employee told me they called three times to confirm and messed my reservation up again. She only had me scheduled for 1 room for 2 nights. I have the receipt for the hotel and it wasnt only billed 1 room for 2 nights at $455 dollars total. GOVX stated I would have an email in 72 hours and I never received it. My credit card charge was for the whole $2,398.40.

  

  Business Response

  Date: 06/16/2025

  Hello ********, 
  
  Thank you for sharing your issue. I am sorry to hear about your experience with your hotel booking. We are going to reach out to you today, 6/16 to assist. We will reach out via email first to notify you of our call. 
  
  We will do our best to assist you on this issue. 
  
  Thank you, 

  Brittany 

  
  

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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 booked a hotel room through GOVx online and the system duplicated the booking resulting in an additional unwanted room. I called immediately upon seeing the charges and was told this was a nonrefundable room and that I was denied a refund for the addtional charge. I requested an appeal and was told I would receive an answer in 72 hours. After two weeks of waiting i was told the hotel refused the refund. I contacted the hotel and the sub vendor expedia and was told they authorized the refund. I then contacted ************* the company who handles the booking and refunds and they denied our request again blaiming the hotel. I then forwarded the hotels refund approval to ************* only to be told again that the hotel denied it. This is clearly fraud and I am not being told the truth by GOVx partners. All I am asking for is a refund of the additional room that was added to our order.

  

  Business Response

  Date: 06/11/2025

  Hello *****,
  
  Thank you for contacting GOVX through the Better Business Bureau. I am sorry to hear about your hotel booking experience. I will contact you at your email address today, to connect and confirm the details we need to assist you.
  
  Thank you,
  Chloe 

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair 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 bought a vortex optic from GOVX but my order was cancelled due to the product being out of stock. I never got refunded and Ive been told twice the issue was resolved.

  

  Business Response

  Date: 06/11/2025

  Hello Hunter, 

  Thank you for reaching out. I do see you are currently being assisted by our team. We will continue to communicate with you on that thread and ensure you get fully taken care of. We apologize for any issue. 

  Thank you,

  Chloe 

  GOVX 

• Initial Complaint

  Date:05/30/2025

  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 booked a hotel room for 06/07/2025 and was charged for 2 rooms rather than only the 1 I booked. I reached out to the hotel directly as I seen I was charged double the price. They told me they are only seeing a reservation for 1 room. I booked through GOVX and I can clearly see that there is 2 rooms being charged for. One room was $281 and I was charged $649.

  

  Business Response

  Date: 05/30/2025

  Hello ******, 

  Thank you for sharing your issue. I am sorry to hear about your experience with your hotel booking. We are going to reach out to you today, 5/30 to assist. We will reach out via email first. 
  
  We will do our best to assist you on this issue. 
  
  Thank you, 

  Brittany

• Initial Complaint

  Date:05/22/2025

  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.

  Product Review: Therabody Jet Boots Pro (Order #******* via GovX)I purchased the Therabody Jet Boots Pro through GovX with high hopes. After saving for several months post-surgery, I finally invested nearly $900 into these boots to support my recovery and healing process. Unfortunately, my experience turned into a serious safety concern and a major financial loss.After limited use, the boots began smoking and gave off a strong burning smell, which I traced back to the batteries. Alarmed, I contacted GovX customer service immediately. They responded promptly and offered two options: a refund or store credit. Given the apparent fire hazard and their communication, I believed it was safe and appropriate to dispose of the unit for my safety.The next day, I received another message stating the boots actually needed to be returned. By that point, I had already come home from work and checked the dumpster, only to find the trash had been taken out and the boots were ******** Ive not only lost the product but also the $900 I worked hard to save money that was meant to support my recovery journey after surgery. The inconsistent communication and unclear handling of a hazardous situation have left me disappointed and without resolution.I hope both GovX and Therabody take this seriously and improve how they handle defective products, especially when customer safety and well-being are on the line.

  

  Business Response

  Date: 05/22/2025

  Hello *******, 
  
  Thank you for sharing your issue. I am sorry to hear about your experience with your order and return. We are going to reach out to you today, 5/22 to assist. We will reach out via email on your existing support ticket first.
  
  We will do our best to assist you on this issue. 
  
  Thank you, 
  Brittany 

• Initial Complaint

  Date:05/22/2025

  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.

  GOVX is not refunding my funds. They continue to say they are. They gave me an initial timeline and that time has since past. They continue to give me generic answers and just expect I should wait as I have no other choice. They claim free and easy returns. This does not seem to be the case. I followed there rules to a T and they seem to have no structure they follow in reciprocation. Very unfair as only I seem to be held to transparency. If you have trust issues GOVX will not meet your expectations.

  

  Business Response

  Date: 05/22/2025

  Hello *******, 
  
  Thank you for sharing your issue. I am sorry to hear about your experience with your order and return. We are going to reach out to you today, 5/22 to assist. We will reach out via email on your existing support ticket first.
  
  We will do our best to assist you on this issue. 
  
  Thank you, 
  Brittany 

  Customer Answer

  Date: 05/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:05/02/2025

  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 was sent an email with the watch that I wanted to purchase with a price that was NOT the same price after clicking on the purchase within the email sent to me from the company. I reached out to the company and they told me that the email is incorrect and that the watch shown with the price shown for the that watch is incorrect and they cannot correct it false advertisement is very unfortunate

  

  Business Response

  Date: 05/05/2025

  Hello *******, 

  Thank you for sharing your issue. I am sorry to hear about your experience with the marketing email and price matching. We are going to reach out to you today on your existing support ticket, 5/5/25 to assist. We will reach out via email first to notify you of our call. 
  
  We will do our best to assist you on this issue. 
  
  Thank you, 

  Brittany