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BBB Business Review

BBB Accredited Business since 5/19/2005

Lifelock, Inc.

Phone: (480) 682-5100 Fax: (480) 682-5101 View Additional Phone Numbers 60 E. Rio Salado Pkwy. 4th Floor, Tempe, AZ 85281 View Additional Email Addresses http://www.lifelock.com

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Description

This company offers identity theft protection services.

BBB Accreditation

A BBB Accredited Business since 5/19/2005

BBB has determined that Lifelock, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Lifelock, Inc. include:

  • Government action(s) against business

Factors that raised the rating for Lifelock, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 88 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews Summary Read customer reviews

1 Customer Review on Lifelock, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 0
Total Customer Reviews 1

Read Customer Reviews | Submit a Customer Review | See Trends in Customer Reviews on Lifelock, Inc.

Customer Complaints Summary

88 complaints closed with BBB in last 3 years | 37 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 18
Delivery Issues 1
Guarantee/Warranty Issues 8
Problems with Product/Service 49
Total Closed Complaints 88

Read Complaints | Definitions | BBB Complaint Process | File a Complaint against Lifelock, Inc.

  • Government Actions

    Stipulated Final Judgment

    On March 8, 2010, LifeLock, Inc. and Richard Todd Davis agreed to the Stipulated Final Judgment and Order for Permanent Injunction and other Equitable Relief with the Federal Trade Commission. This agreement resolves all matters of dispute in this action without trial and without defendants admitting the truth of, or liability for, any of the matters alleged in the complaint.

     

    Lifelock, Inc. agreed to pay the Federal Trade Commission (FTC) $11 million and $1 million to a group of 35 state Attorney Generals to settle charges that the company used false claims to promote its identity theft protection services.

     

    The judgment issued by the FTC prohibits the company from misrepresenting the “means, methods, procedures, effects, effectiveness, coverage, or scope of any identity theft protection service.” The agreement also prevents Lifelock from misrepresenting the manner and extent to which LifeLock protects consumers’ personal information. In addition, the settlements require LifeLock to establish a comprehensive data security program and obtain independent third-party assessments of that program for twenty years.

     

    For further information on this matter, you may wish to visit the FTC’s website at: http://www.ftc.gov/os/caselist/0723069/100309lifelockstip.pdf FTC file number 072 3069.

    In response to this agreement, the company provided the following statement:

    “On Tuesday, March 9, 2010, the Federal Trade Commission and 35 State Attorneys General resolved pending inquiries relating to certain Lifelock’s past advertising practices. These inquiries began several years ago when Lifelock was in its infancy and there was little or no regulatory guidance relating to the advertising of identity theft protection services such as Lifelock’s. These actions relate to old products, old advertising practices, and our old business model.

     
    Significantly, in the course of its investigation, the FTC closely examined our new products and advertising and, as a result, we are confident that we are in full compliance with all applicable regulatory requirements.”

     

     

     

     

     

    What government actions does BBB report on?

  • Advertising Review

    BBB has nothing to report concerning Lifelock, Inc.'s advertising at this time.

    What is BBB Advertising Review?

Additional Information

top
BBB file opened: April 27, 2005 Business started: 06/06/2002 Business incorporated: 04/11/2005 in AZ
Type of Entity

Corporation

Business Management
Mr. Todd Davis, CEO Mr. Mike Prusinski, VP Communications Ms. Tami Nealy, Director of Public Affairs Mr. Doug Kaplan, Vice President of Operations Mr. Mark Rodriguez, Director of Member Experience Ms. Evelyn Tadros, Paralegal
Contact Information
Principal: Mr. Todd Davis, CEO
Business Category

Identity Theft Protection & Prevention Services

Additional Information

As of November 18, 2010, the FTC website states:

"An administrator working for the Federal Trade Commission began mailing refund checks yesterday to 957,928 people who were victims of allegedly false claims made by LifeLock, Inc., which told consumers it could provide absolute protection from identity theft if they signed up for its identity protection service. The mailings will continue for two weeks. In March 2010, FTC Chairman Jon Leibowitz announced that LifeLock had agreed to pay $11 million to the FTC and $1 million to a group of 35 state attorneys general to settle charges that the company used false claims to promote its identity theft protection services, which it widely advertised by displaying the company’s CEO’s Social Security number on the side of a truck. The FTC charged that LifeLock provided less protection against identity theft than promised and made claims about its own data security that were not true. Consumers who signed up for LifeLock’s services based on those false claims will now be receiving refund checks. Consumers will receive checks for $10.87 each, and will have 60 days to cash them. The distribution represents all eligible consumers, and no further claims for refunds will be accepted. Consumers who have questions can call the administrator’s toll-free number at 1-888-288-0783 or go to www.ftc.gov/refunds. "

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

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