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:10/02/2023

  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 was lead to believe that this was a live scan service that would provide me with a copy of my fingerprints to send to an external company. This is the product that I needed. Instead, they do a background check themselves and do not provide you with your fingerprints at all. Their website and FAQ are misleading and intentionally meant to confuse and dupe consumers. I wrote to them and they refused to refund me.

  Business Response

  Date: 10/03/2023

  This customer went through our website: ***************************************************************************;

  As you will see on this website, it does have any text or instructions that would lead someone to believe that they would receive their fingerprints digitally.  In fact, it clearly states:  "this website enables you to complete your *** Background Check (**** ********** of ******* Order ******) online for obtaining a copy of your *** Identity History Summary" 

  The FAQ clearly states what the fee is for and our cancellation policy:

  "TRANSACTION FEE: $47 - Includes *** fee, fingerprinting fee, processing fees, and view/download *** Authenticated PDF Criminal History Information Record (*** Report).
  No refund will be issued once fingerprints are taken or after 6 months whichever occurs first. Otherwise, transaction fee will be refunded within 2 weeks. To cancel, go to the Purchase History page, select the transaction you wish to cancel, and then click on Cancel Transaction button."

  There is absolutely no text in our FAQ that would suggest that we would provide a digital fingerprint to the applicant.  

  I think you will draw the same conclusion as we do that there is absolutely no misleading information as the claim states.  

   

  Customer Answer

  Date: 10/03/2023

  The website also does not explicitely state that the fingerprints will not be made available digitally. All I need is a copy of the digital fingerprints. The options provided on the website are unclear and misleading. Direct from the website, "Authorized by the Departmental Order ******. This process returns an Authenticated PDF document with the *** Seal watermark which can be printed and Apostilled by the *********************** This lead me to believe I would be receiving an "Authenticated PDF" of my fingerprints, which is what I needed. 

  The company I need to go through provided a list of places to obtain my fingerprints. The *** store near me is where I chose to go. When I arrived, they told me I need to make an appointment through ******** to get my fingerprints. ******** suggested four companies. I chose one and went through the process, believing I would be provided an "Authorized by the Departmental Order ******. This process returns an Authenticated PDF document with the *** Seal watermark which can be printed and Apostilled by the *********************** of my fingerprints. The website does mention and *** background check, and this is what the fingerprinting is for, but to be done by an external company using "an Authenticated PDF document" of my fingerprints. 

  Business Response

  Date: 10/04/2023

  We would be willing to provide a refund full refund if the individual withdraw this complaint and delete their negative ****** review and write a positive review regarding our willingness to resolve the matter even when it's her mistake.