Complaints

This profile includes complaints for Intelius.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Intelius.com

  600 B St San Diego, CA 92101-4501

  
• 

  Intelius.com

  PO Box 643 Carmel, NY 10512-0643

• 

  Intelius.com

  PO Box 808 Bothell, WA 98041-0808

• 

  Intelius.com

  500 108th Ave NE Ste 1660 Bellevue, WA 98004-5599

• 

  Intelius.com

  PO Box 4145 Bellevue, WA 98009-4145

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:02/18/2025

  Type:Customer Service 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.

  see Attached document

  

  Business Response

  Date: 02/18/2025

  
  Dear ****** *******,

  This response is in regard to the consumer complaint from ***** ******, ID ********.

  We were unable to fully review and address this complaint as no attachment was included with the submission. To properly assess the concerns raised and provide an appropriate resolution, we kindly request that the necessary documentation or details be provided. Without this information, we are unable to proceed with a thorough review of the matter.

  Once the missing information is received, we will promptly investigate and respond accordingly. If further assistance is needed, our customer service team is available at ************ or via email at [email protected]. Our team is available from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time) (Holiday hours may vary).

  We appreciate your cooperation and look forward to assisting with this matter.

  Sincerely,
  Intelius Support
  

  
  

  Customer Answer

  Date: 02/18/2025

  
  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:02/17/2025

  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.

  The opt out tool on the website is not able to locate my profile. While pointing that out to the customer **** they simply keep sending and repeating the same phrases. No help at all. Remove my information immediately from your database.****************************************************************************************************************************************************

  

  Business Response

  Date: 02/18/2025

  Dear ****** *******,

  This response is in regards to the consumer complaint from ***** *******, ID ********. 

  The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. 

  We were able to locate a background report and validate Mr. ******** request based on the information provided in their complaint. We will go ahead and suppress the report pursuant to their request and our Terms.

  This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.
  

  Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports. 

  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.

  Sincerely,
  Intelius Support
  

  
  

• Initial Complaint

  Date:02/17/2025

  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.

  On Mon, Jan 20, at 15:28, I was charged a membership fee from ****** for Intelius. I did not subscribe to the membership and only used this website's service twice, paying $2 and $3 for each service. However, after finishing my two searches and not using the service anymore, they still charged me a 1-month membership fee without my permission. Once I received the payment email notification, I immediately contacted ****** and Intelius for a refund, but I was still rejected.

  

  Business Response

  Date: 02/18/2025

  Dear ****** *******,

  This response is in regards to the consumer complaint from ***** **, ID ********.

  Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information, and each user is required to check a box separately agreeing to those terms before being charged. Our registration page and our Terms of Use clearly outline the details of our billing terms. Customers also receive a confirmation email for all orders made on the site.

  We have cancelled all memberships and refunded ***** *** account back to the payment method used to enroll, and no further charges will be incurred.

  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.

  Sincerely,
  Intelius Support

  
  

• Initial Complaint

  Date:02/15/2025

  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.

  Purchased 8/9/24. Emailed to report issue 8/27. Logged in once a month every month to comment since then under each issue for tech support asking them to remove the information. This is a public background check website that pulls information from what I can only assume is social media sites and other places. I have repeatedly sent emails, messages, and requests telling the company that my information and name is associated with another woman named ******* *****. Her record is terrible and her photo unflattering. I also do not want this type of person to be able to easily find and see my information and those connected to me as they also show as her possible family. I would love to know what AI or employees vet this company and their practices. If I could get my information blocked from this site and others like it I would really like that. I have a freeze on my credit right now due to a privacy breach from a third party company and this is an issue for me. I take it seriously as do I take the company ignoring my feedback seriously.

  

  Business Response

  Date: 02/18/2025

  Dear ****** *******, 

  This response is in regards to the consumer complaint from ******* *****, ID ********.  

  Intelius is a public records search engine that gathers and displays public records in a clear and informative report. The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. 

  In order to suppress Ms. ****** background report from appearing on Intelius.com and affiliated people search sites, she can access the Suppression Tool located at this link: *********************************************** and then select ************************* and Manage My Suppression Rules." She will be required to provide and validate some identifying information first. This is necessary so that we can match their information with a corresponding record and confirm that they are the subject of that record. The Suppression Tool is for personal use only and made available at our discretion and pursuant to the applicable Terms of Use, **********************************************************;

  Ms. ****** request to remove their background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.

  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday. (Holiday hours may vary.)

  Sincerely,
  Intelius Support
  

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  I am filing a complaint against Intelius and its associated websites due to their failure to allow me to properly opt out of having my personal information displayed. Despite multiple attempts to use their opt-out feature, I have encountered significant issues, including the system being inoperable, excessively time-consuming, and ineffective in removing my information as requested.Intelius advertises an opt-out process for consumers to remove their personal data; however, my experience has shown that this process is either deliberately difficult or nonfunctional. I have followed all steps required, but my personal information continues to be publicly accessible. Additionally, there is no clear or reliable customer service support to assist in resolving this matter efficiently.This practice is not only misleading but also a violation of consumer privacy rights. I request that Intelius immediately remove my personal information from its database and all associated sites and provide a streamlined and functional opt-out process for consumers moving forward.I appreciate the BBBs assistance in holding Intelius accountable and ensuring compliance with consumer privacy rights.

  

  Business Response

  Date: 02/14/2025

  Dear ****** *******,
  

  This response is in regards to the consumer complaint from ****** ******, ID ********. 
  

  The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. 
  

  We were able to locate a background report and validate ****** Lawsons request based on the information provided in their complaint. We will go ahead and suppress the report pursuant to their request and our Terms. This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.

  Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports. 
  

  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.
  

  Sincerely,
  Intelius Support

• Initial Complaint

  Date:02/12/2025

  Type:Order 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.

  I want to opt out of having my personal data on this website. Please remove all information tied to my name (******* **** and ******* G ****) and my number ***********). I never consented to having my personal data on this website and I want it deleted from their servers.

  

  Business Response

  Date: 02/14/2025

  Dear ****** *******,
  
  This response is in regards to the consumer complaint from ******* ****, ID ********.
  
  Intelius is a public records search engine that gathers and displays public records in a clear and informative report. The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. 
  
  In order to suppress ******* ***** background report from appearing on Intelius.com and affiliated people search sites, they can access the Suppression Tool located at this link: *********************************************** and then select ************************* and Manage My Suppression Rules." They will be required to provide and validate some identifying information first. This is necessary so that we can match their information with a corresponding record and confirm that they are the subject of that record. The Suppression Tool is for personal use only and made available at our discretion and pursuant to the applicable Terms of Use, **********************************************.
  
  We have gone ahead and suppressed Mr. ***** phone number, ************, as requested.
  
  Mr. ***** request to remove their background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.
  
  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday. (Holiday hours may vary.)
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 02/14/2025

  
  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:02/07/2025

  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.

  And after I had canceled my membership, I was charged multiple other times but this last time I was charged for 3530 months after I had canceled my membership or whatever and I would never pay that much for a subscription $.95 yeah used intellius a couple times and paid $.95 but I would never pay that much for any subscription anyways this last charge overdrafted my account into the negative and every day since then Ive been charged five dollars and now my bank wont even cash my checks or allow me to get my money due to this charge that I did not make for a subscription that was active. Please please return this to my account as soon as possible as well as contact glacier bank and inform them of the correction.

  

  Business Response

  Date: 02/10/2025

  Dear ****** *******,

  This response is in regard to the BBB complaint submitted on behalf of ******* ******, ID ********.

  After reviewing the account details provided, we confirm the following:

  The account associated with ******************************** was canceled on May 9, 2024. The account associated with ********************** was canceled on October 22, 2024. The account associated with ********************** was canceled on December 6, 2024. The account associated with ************************** was canceled on July 22, 2024.None of these accounts have been charged after their respective cancellation dates. To investigate further, we will need additional details, such as:

  * A different email address than those previously provided
  * Member ID (if available)
  * The first six and last four digits of the card charged
  * The ****** email address or ****** Transaction ID Number (if ****** was used)

  When signing up, users are directed to a clear and detailed page where they can review and select a membership plan. All billing details, including automatic renewal policies, are presented in compliance with applicable laws. Users must confirm their understanding of these terms before completing their payment. Intelius subscriptions renew automatically unless canceled before the next billing cycle. Customers can cancel at any time by logging into their account and selecting "Cancel Subscription" from their membership settings or by contacting customer support. Once canceled, no further charges should occur.

  To resolve this as quickly as possible, we encourage ******* ****** to provide the requested details and reach out to our customer support team at ************ or via email at [email protected] for further assistance.
  

  Sincerely,
  Intelius Customer Support 
  

  Customer Answer

  Date: 02/12/2025

  I did not subscribe to any subscription under any ****** email address, this was fraud or the result of my wallet being stolen in December ! And I have never ever actually payed for your service Ive tried free trials but other then .95 cent charges I have never spent more then that on your site I would never have spent ***** just to spy on people !!!?

  

  Business Response

  Date: 02/12/2025

  Dear ****** *******, 
  
  We are responding to the complaint submitted on behalf of ******* ******, ID ********.
  
  After reviewing our records, we can confirm that multiple accounts were created using different email addresses. Each of these accounts was canceled on the following dates:
  
  1. *********************** Canceled on May 9, 2024
  2. ********************** Canceled on October 22, 2024
  3. ********************** Canceled on December 6, 2024
  4. ************************** Canceled on July 22, 2024
  
  No charges were made to any of these accounts after their respective cancellation dates.
  
  Regarding the account associated with **********************, our records show that it was enrolled in the Unlimited Person and Phone Reports 5-Day Trial for $0.95, which Ms. ****** acknowledged purchasing. As disclosed at the time of sign-up, this trial automatically renewed to a Monthly Membership at the rate of $35.30 since the subscription was not canceled before the trial period ended. The account was later canceled online by the user on December 6, 2024, two days after the recurring charge was applied.
  
  Per company policy, no refunds can be processed on any account. Our billing terms, including automatic renewal policies and cancellation procedures, are presented clearly at the time of purchase, in compliance with applicable laws. Customers must actively agree to these terms before completing their purchase, and once an account is canceled, no further charges occur.
  
  If any additional assistance is needed, our Customer Support team is available at ************ or via email at [email protected].
  
  Sincerely,
  Intelius Customer Support

• Initial Complaint

  Date:02/06/2025

  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.

  I was trying to remove my family information but I didn't get a verification code to any of my profiles. This is imperative that these records be removed. Please assist with my request. I received no help with customer service.************************************************************************************************************************************

  

  Business Response

  Date: 02/07/2025

  Dear ****** *******,
  

  This response is in regards to the consumer complaint from ********* *********, ID ********. 
  

  The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. 
  

  We were able to locate the phone reports and validate ********* Arceneauxs request based on the information provided in their complaint. We will go ahead and suppress the reports pursuant to their request and our Terms.
  

  This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.
  

  Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports. 
  

  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.
  

  Sincerely,
  Intelius Support

• Initial Complaint

  Date:01/31/2025

  Type:Product 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.

  I was charged for a subscription from them I never signed up for. I reached out about a refund and still have yet to get a response. ******** customer service and customer relations.

  

  Business Response

  Date: 01/31/2025

  Dear ****** *******,
  
  This response is in regards to the consumer complaint from ******** ********, ID ********. 
  
  Intelius is a public records search engine that gathers and displays public records in a clear and informative report. Most memberships function on a subscription model, meaning they renew automatically until the user decides to cancel, as outlined during the registration process. Our billing terms are conspicuously explained on our registration page located at this link: *****************************************, and in our Terms of Use located at this link: ****************************************************;
  
  On January 19, 2025, Ms. ******** emailed us stating she was charged for a service she didn't subscribe to. Our initial response informed her that we couldn't locate an account using the information she provided. We did not receive a response.
  
  We located the account today using the information Ms. ******** provided to the BBB.
  
  Under normal circumstances, when a user activates an account with **********************, they must provide an electronic signature authorizing Intelius to charge their card, including for the automatic renewal of their membership. 
  
  To ensure a thorough investigation of the account in question, ********************** requests that the billed recipient contact us first in the event of proclaimed fraud. Once we confirm this claim, we disable the account, cancel all memberships, and return the last charge to the original payment method.
  
  We have cancelled and refunded this account back to the payment option used to enroll, and no further charges will be incurred. Additionally, we have disabled the account to prevent any further access. 
  
  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 02/01/2025

  
  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:01/31/2025

  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.

  Suppressed information for **** *******/******/******* but still visible in searches.

  

  Business Response

  Date: 01/31/2025

  Dear ****** *******,
  
  This response is in regards to the consumer complaint from **** *******, 22881770. 
  
  The information Intelius provides in reports is all publicly available information compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. 
  
  We were able to locate a background report and validate Ms. ************************ request based on the information provided in their complaint. We will go ahead and suppress the report pursuant to their request and our Terms.
  
  This request to remove the background report from the Intelius website will be applied to all people search sites within the PeopleConnect family, including ***************, Intelius.com, ********************, and USSearch.com.
  
  Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports. 
  
  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.
  
  Sincerely,
  Intelius Support

  Customer Answer

  Date: 01/31/2025

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