Business ProfileforNexuspassOnline.com

Jan 8, 2024 - had a call where I honestly thought I was dealing with a ********** agent responsible for processing Nexus pass on the Government of Canada site. At the end of call I was advised for both my husband & I it would cost $797 US, after I had supplied all of our my personal info. I did feel obligated to sign the document. I believed I was authorizing the "government agency" to start this process. Jan 16, I emailed t the NexusPassOnline agent that I dealt with quite a few times telling him we have never received our Welcome package" That my husband had broken his leg & that we would not be travelling for a while. Email was delivered, I assumed that the agent would respond or pass on this info on or redirect me? Nexus Pass Online person i spoke to, told me that I can't cancel my application & I owe back payment for the past 9 months of over $600 dollars - not sure if US or Can $? As I have not completed the info/forms in the "Welcome Package" that we have never received. I can't complete something that I don't have & advised them 8 days after the conversation don't want. Nexus sent me a copy of the contract, it says; Applications may be cancelled for a full refund within 24 hours of the initial payment and where this legally binding agreement is not signed. After 24 hours, a 30% cancellation fee applies when this agreement is signed. I had emailed my only contact that I had been dealing with Jan 16! "I have never received this Welcome Package". After 9 mths, they want money? The Nexus person said she would document my concerns & this call is recorded. & would not authorize cancellation of policy under my above listed reasons & emailing your agent isn't good enough. ** ***** ***** ** *** **** ****** ** ***** * ************* *** **** **** **** *** *** ** ************ ******* *** ****** *** ******* As NO WORK HAS BEEN DONE, *** ** **** *** * ******** ******** they ***** *** should have no problem granting a cancellation/termination of contract.

Thank you for bringing your concerns to our attention. We understand how frustrating this situation must be for you and we appreciate the opportunity to address your experience. When you initiated your application, you agreed to our terms, which clearly outline that we are a private company assisting clients with their Nexus applications. The initial payment covers the expedited processing services and associated incentives. We sent you the agreement for your review and signature before accepting payment, and it includes important details about our services. According to our records, you were informed that there would be an additional fee for non-receipt of the required documents. This fee covers administrative costs associated with the processing work done up to that point. As outlined in our agreement under the section “Timely Completion & Delivery of Documents,”. Unfortunately, since the application process had already begun, and delays in submission were experienced, a refund cannot be provided at this time. However, as a gesture of good faith, we will waive the fee and proceed with your applications. Should you need a new copy of the forms to be sent out to you, please let us know. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are committed to ensuring our clients receive the best possible service and will do our utmost to address any remaining concerns. Thank you for your patience and understanding.

The online ad that you run for the Nexus pass, shows an officer for Nexus. The email for your agent is “nexuspassonline”. On the document that was sent, no where are you directed to communicate with anyone other then the agent you are dealing with. So, no it is not clear that you a private company assisting clients with their Nexus applications. I was told that I would get documents in the mail soon after the call. On January 16th – 8 days after the call, I sent an email informing the company/agent that I had NOT received these documents for this express service and that he should cancel my application! 9 months later you want to move forward? Your document states “Applications may be cancelled for a full refund within 24 hours of the initial payment and where this legally binding agreement is not signed. After 24 hours, a 30% cancellation fee applies when this agreement is signed.” After 9 months of no communications, emails, documents or progress on my applications. I want my refund! Payment of $797.00 for two applications minus 30% cancellation fee of $239.10 for a refund of $557.90. Thank you!