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Intelius.com
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

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

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Intelius.com has 8 locations, listed below.

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    Customer Complaints Summary

    • 360 total complaints in the last 3 years.
    • 174 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2022

      Type:Order Issues
      Status:
      Answered
      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 lists peoples actual full Birth Date in ****** Search results. If a company wants to say this person lives here and is in their 40's that is one thing but to put their birthdate out there for anyone to see without registering or hiding that info behind a pay wall is totally irresponsible.The opt out process by the company was easy but this info should not be so readily available.

      Business Response

      Date: 06/24/2022

      Dear Destiny,

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

      Ms. ********* feedback is very important to use here at Intelius. It helps us to ensure we provide the best customer experience to our members. ********************** gathers our information from numerous public sources. Although information such as birthdays will be viewable on an internet search, other essential information is only available after the purchase of a report or membership.

      Additionally, as a part of an identity protection initiative, new customers who have registered from February through present, will not have the ability to see a report subject's birth date. Reports for these new users will only display month and year. 

      We understand Ms. ********* frustration with seeing her information online. ******************** does have the option to remove her information from being viewed on our website, by opting out. She can remove herself directly by going to https://www.intelius.com/opt-out/. Or, if she would prefer, we would be happy to assist her with the opt out. We would need confirmation of her date of birth and a middle name or initial. 

      Please be aware that the removal process takes between 24 - 48 hours to be completely removed from our website. 

      We hope that this information is a suitable resolution to Ms. ********* concerns. Please do not hesitate to contact our customer service department  at ************. We are available to assist you during regular business hours, from 7:00am - 5:00pm Pacific time (10:00am - 8:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    • Initial Complaint

      Date:06/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up to look up a phone number that was repeatedly calling me. What I wasnt told was I was going to be charged ***** after the look up. I got the charge, realized I was signed up for a trial without even knowing. I cancelled further charges and reached out after the charges (6/12/22) were created, on 6/15/22 I got a response asking for more info, I sent the info they asked for and it is now 6/20/22 and I havent heard a word since even after multiple attempts in contact.

      Business Response

      Date: 06/21/2022

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

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

      When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.

      We appreciate Mr. ********** patience while we work to resolve his issues. Upon further investigation, we see that our correspondence agents were unable to locate Mr. ********** account, which is why the resolution took longer than expected. 

      That being said, we have confirmed that Mr. ********** account has been cancelled and refunded back to the payment option used to enroll. No further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 5:00pm Pacific time (10:00am - 8:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    • Initial Complaint

      Date:06/11/2022

      Type:Billing Issues
      Status:
      Answered
      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 paid a $0.95 charge for a one time look up of information and go charged a $34.95 unauthorized charge for a subscription service that i didnt even want i was just looking for a phone number and now i have $1.34 left in my account because of this stupid charge please help me i need my money.

      Business Response

      Date: 06/14/2022

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

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

      When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.

      We have cancelled all memberships and refunded ***** account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 5:00pm Pacific time (10:00am - 8:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    Intelius.com is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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