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Instant Checkmate Inc

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Phone: (866) 490-5980 Fax: (702) 685-6075 9596 Chesapeake Dr #A, San Diego, CA 92123 http://www.instantcheckmate.com View Additional Web Addresses

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Description

This company offers online background report services for use by consumers.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Instant Checkmate 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.

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Reason for Rating

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

Factors that lowered the rating for Instant Checkmate Inc include:

  • Length of time business has been operating

Factors that raised the rating for Instant Checkmate Inc include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 921 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

921 complaints closed with BBB in last 3 years | 513 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 220
Billing/Collection Issues 57
Delivery Issues 12
Guarantee/Warranty Issues 0
Problems with Product/Service 632
Total Closed Complaints 921

Customer Reviews Summary Read customer reviews

39 Customer Reviews on Instant Checkmate Inc
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 38
Total Customer Reviews 39

Additional Information

top
BBB file opened: March 08, 2012 Business started: 06/17/2010 in NV Business incorporated: 10/02/2012 in DE
Type of Entity

Corporation

Business Management
Mr. Joey Rocco, Co-Founder & COO Mr. Gabriel Bristol, Director of Customer Service Mr. Kris Kibak, Co-Founder & CEO
Contact Information
Principal: Mr. Joey Rocco, Co-Founder & COO
Related Businesses
The Control Group Intelicare Direct Inc
Number of Employees

275

Business Category

Internet Services Searchers of Records Information Technology Services Information Bureaus

Alternate Business Names
US People Records

Additional Locations

  • 4150 Mission Blvd #200

    San Diego, CA 92109 (866) 490-5980

  • THIS LOCATION IS NOT BBB ACCREDITED

    4330 S Valley View Blvd #114

    Las Vegas, NV 89103

  • 9596 Chesapeake Dr #A

    San Diego, CA 92123

  • 1
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Complaint Detail(s)

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a 1 month unlimited package from the Instant Checkmate to obtain information regarding an acquaintance of mine. Upon completing the purchase i was able to conduct a search but the information seemed incorrect. In order to test it, i began a search of my spouse, myself and family members of whom I am familiar with their past. In doing so i could see numerous mistakes and outdated information. for example I have been married for almost 6 years however no record was shown. Family members have for unfortunate reasons been convicted crimes in the past yet no record was shown either. I searched for things that should appear very far in the past and also in the recent year. I believe most of the information is incorrect and useless in conducting an accurate search for which i paid for.

Desired Settlement: i was only enrolled for about 1 hour before i was sure this was not the product or service advertised. the service was far from adequate and I deserve a refund of my money.

Business Response:

July 22, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ***** ****, submitted on July 18, 2014.  

We apologize that Ms. **** was not satisfied with our services and that she was not provided with the information she was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously stated stipulations, we regret that Ms. **** was not satisfied with our services.  At this time, as a measure of goodwill, Instant Checkmate has issued Ms. **** a full refund in the amount of $24.85.  Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. **** used during the time of her initial sign up with Instant Checkmate.

Since Ms. **** has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Checkmate has been billing me for services not requested or used. In February of this year I used their service to explore what information they could provide regarding the credibility of an individual. I believed the trial would cost me $1.00. When I tried to print it there was an additional $10.00 charge which I accepted thinking it would be a 1 time charge. What I didn't see was an indication that I was being automatically enrolled in a plan which has cost me $29.36 every month since then. I called the company and explained that I didn't request a membership and that I'd only used their service on 26 February 2014. I was told they would refund 50% of their July charge and cancel my subscription. I hung up and then called my credit card company to see if they could help me. They said that if the wording on the web site indicated I would be automatically enrolled, unless I explicitly opted out, then there was little they could do. They did offer to call Checkmate with me on the phone and they were successful in getting them to refund 50% of the June charges.

Desired Settlement: My initial hope if for a refund of the 3 remaining 3 charges of $29.63 for March, April, and May. I doubt that will happen because I failed to find the small print. What I believe should happen is that there be no possibility for a company to automatically enroll anyone in a 'plan' if that person fails to find the necessary check box to avoid being entrapped.

Business Response:

July 22, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ***** *******, submitted on July 16, 2014.  

Our records show that, on February 26, 2014, Mr. ******* accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 
For a $1.00 Trial Membership, If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
###-###-#### twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that
Mr. ******* was not satisfied with our services.  On July 16, 2014, Mr. ******* contacted Instant Checkmate and was issued a refund of $29.63.  At this time, as a measure of goodwill, Instant Checkmate has issued Mr. ******* an additional refund in the amount of $88.89, which is the amount that Mr. ******* has requested in BBB Complaint Case # ********.  These two refunds total $118.52.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ******* used during the time of his initial sign up with Instant Checkmate.

Since Mr.
******* has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.  

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.


Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They created a very sneaky service term (trial and call to cancel), and expect people to forget the service and silently charge them. I have only used their service for 1 day, and forgot about it. I didn't receive any of their notification that their membership started. Silently I was charged three months worth membership fees before I found that in my credit card statement. I think this is a total unethical business design. It seems legal (by those terms which most consumers would ignore), but totally not acceptable.

Desired Settlement: Refund of the charged 3 months membership fee (68.58), plus my one hour worth labor cost to deal with this $40 (Speaking to customer service over the phone, wait for their resolution, and file this BBB report).

Business Response:

July 22, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* ****, submitted on July 14, 2014.  

Our records show that, on May 7, 2014, Mr. **** accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s monthly membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. **** was not satisfied with our services.  On July 14, 2014, Mr. **** contacted Instant Checkmate and was issued a refund of $22.86.  At this time, as a measure of goodwill, Instant Checkmate has issued Mr. **** an additional refund in the amount of $45.72.  Both of these refunds total $68.58, which represents a full refund for Mr. ****.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. **** used during the time of his initial sign up with Instant Checkmate.

Since Mr. **** has been provided a full refund, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I subscribed to a trial of the product for $1.00. The information provided was at least 5 - 10 years old, and was totally worthless. Their advertisement was misleading and I thought that if I did nothing, they would not charge me any further. They charged my account $29.63. When I called them about this, they offered to refund one-half of the money. That is not sufficient. I want all of my money back, plus the overdraft charge of $35.00.

Desired Settlement: I want a refund not only of the unauthorized amount, but I also want a refund of the overdraft charge.

Business Response:

July 23, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. **** M ******, submitted on July 20, 2014.  

We apologize that Ms. ****** was not satisfied with our services and that she was not provided with the information she was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Our records show that, on June 12, 2014, Ms. ****** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

For a $1.00 Trial Membership,
If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
###-###-#### twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that
Ms. ****** was not satisfied with our services. On July 20, 2014, Ms. ****** contacted Instant Checkmate and was issued a refund of $14.82.  At this time, as a measure of goodwill, Instant Checkmate has issued Ms. ****** an additional refund in the amount of $15.81.  Both of these refunds total $30.63, which represents a full refund.  Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ****** used during the time of her initial sign up with Instant Checkmate.  Regarding the non-sufficent funds charge that Ms. ****** is requesting, Instant Checkmate can only issue a refund for payments that were made directly to Instant Checkmate.

Since Ms.
****** has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.  

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

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,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i read an ad about instant checkmate's knowledge of all of my records. so i purchased a "view" of the records they have. this cost $22. for one month to be renewed each month. to "see" the results, they sent me to a premium site which charge me $19.99 one time charge. I did this because they state "material may be graphic in nature" which i was interested in seeing what that meant. well, i don't know what they consider graphic material but it is the same as what they said was part of the $22 monthly unlimited service. I found that there is almost nothing about me, in fact i gave you more information on me to get to this complaint form. they state in the article which was a paid article on Yahoo, that no one would ever know i had been checked up on. they state it again in their website. well, i paid for this on 7/19. and have a notice in my spam folder from them of someone doing a check on me date 7/18. evidently they do inform people, as a way to get them to sign up. my complaint is simply that they say one thing but obviously do another, and charge an extra charge for I haven't the clue what else.

Business Response:

July 23, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ****** ****** *******, submitted on July 19, 2014.  

We apologize that Mr. ******* was not satisfied with our services and that he was not provided with the information he was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page of our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously stated stipulations, we regret that Mr. ******* was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. ******* a full refund in the amount of $42.85.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ******* used during the time of his initial sign up with Instant Checkmate.  Additionally, if Mr. ******* has any concerns regarding SPAM emails, please have him forward those emails to our support team so that we may further investigate this matter: support@instantcheckmate.com.

Since Mr. ******* has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

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,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 6/16/14 we opened the InstantCheckmate website to obtain information about whether or not a relative had been incarcerated. We were presented with information on the InstatCheckmate site that said we would need to pay a fee for their service. We decided that we did not want to pay any fee and attempted to decline their services by clicking off of the site. We were then presented with the offer of joining CheckMate for a limited time at the fee of $29.63. We declined that offer also and attempted to click off. We were then presented with an offer of a limited membership for $1.00. Believing that to be a reasonable amount to be charged, we clicked onto that. In checking our credit union account a few days later we found we had been charged the amount of $29.63. I contacted the credit union and said that I was protesting the charge. On July 10 I received a letter telling me that the credit union could not help me with my issue and that I should contact the vendor directly. I did that and was offered a reduced monthly charge of some $14.00. After giving thought to that I became concerned that I had been scammed because of the deceiving steps on the InstantCheckMate website. I believe I have been taken advantage of and would want a full refund of the $29.63 I have been charged. I truly believe that the InstantCheckmate site presents confusing steps to cause bewilderment of its users and that I was not presented with the fact that by clicking onto the $1.00 offer I was joining and becoming involved in a membership situation. I am a Senior Citizen and believe that InstateCheckMate took advantage of me by presenting a confusing website process that caused me to do something that I thought was only costing me $1.00 and was actual costing me an amount of $29.63.

Desired Settlement: Refund. I would be pleased with the total refund of $29.63

Business Response:

July 22, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

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

This email is in response to the consumer complaint from Mr. ******* ***** *****, submitted on July 15, 2014.  

Our records show that, on June 16, 2014, Mr. ***** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s monthly membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
1-866-490-5980 twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ***** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. ***** a refund of $29.63, which is the amount that Mr. ***** is requesting in BBB Complaint Case # ********.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ***** used during the time of his initial sign up with Instant Checkmate.

Since Mr. ***** has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at 1-866-490-5980 or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

Thank you for the information you have provided.  I have been totally reimbursed by the Checkmate firm, and, as a result, I no longer need help from the BBB.  I greatly appreciate your actions that resulted in the reimbursement of the funds.  Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This concerns my interaction with "Checkmate*InstantCheckMate services. I did business with this firm over the internet. The time involved was 11/2013 to the present. The services offered were for location of individuals in any part of the United States. I was looking for my cousin who had not left any forwarding information for contact. His cell phone was disconnected. I had to reach him for resolution of some financial issues concerning his late mother's estate. I payed the initial fee for this service for one month and then another fee for a 6 month service. This was so I could continue to look for my cousin. In the following months I was able to contact my cousin. I had no further use for the services of Checkmate*. I recently was billed for another 6 months of service that I did not authorize. I was told there was an automatic renewal in place unless I canceled before the renewal date. The billing was found on my credit card statement recently. Inquires to Checkmate* produced the initial response that I could not cancel since I had just renewed. I was never notified of the pending renewal date. After discussions with the representative and through her supervisor I was reimbursed 62% of the renewal fee and had the membership canceled.

Desired Settlement: The BBB needs to make consumers aware of this type of business set up. The initial monthly fee is fair enough. The addition of the 6 month membership I did voluntarily. However the automatic renewal with no notification is not fair business. The company depends on the consumer forgetting about the original arrangements and collecting a fee via credit card. The renewal of the membership services should not be automatic. It should not be without notification and there should be an e-mail notification asking if the membership is to be renewed.

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ****** ******* *******, submitted on July 14, 2014.  

Our records show that on December 10, 2013, Mr. ******* accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s six month membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 6-month membership, you will be billed $59.16 immediately upon purchase and $59.16 every 6 months thereafter, unless you cancel.
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ******* was not satisfied with our services.  On July 14, 2014, Mr. ******* contacted Instant Checkmate to cancel his account and was issued a refund of $36.30.  At this time, as a measure of goodwill, Instant Checkmate has issued Mr. ******* an additional refund in the amount of $22.86.  Both of these refunds total $59.16, which is the refund amount that Mr. ******* is requesting.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ******* used during the time of his initial sign up with Instant Checkmate.

Since Mr. ******* has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: *******************https://www.instantcheckmate.com/dashboard/report/background/**/********/*********/******/*********235?refresh_customer My son has been missing and I was informed he is being held at ******** County Federal Detention facility in Elk *****. I have not been able to obtain any information so I went to http://www.co.*******.wa.us/*******%20Jail/*******************.htm to try to get inmate number and information as he was arrested in that area. The website says it will provide inmate information but when I tried to pull it up, they automatically forced me to the instantcheckmate.com website. I could go nowhere else. The site state free complete background check and information to be provided to me FREE. Then they wanted a dollar for processing in exchange to try their service for 5 days. It continued from there charging my card. All I wanted was the report they promised me and I got a big FAT NOTHING EXCEPT SCREWED OUT OF MY MONEY.

Desired Settlement: I WANT WHAT THE AD STATED- MY COMPLETE FREE REPORT SENT TO MY EMAIL ADDRESS. I WANT ANY AND ALL CHARGES REFUNDED TO MY BANK CARD! I WANT THIS WEBSITE REMOVED FROM THE ******* COUNTY SHERIFF'S WEBSITE LISTED ABOVE (http://www.co.*******.wa.us/Sheriff%******/CurrentInmateRoster.htm) AND I WANT TO FILE A LEGAL COMPLAINT AGAINST ******* COUNTY SHERIFF'S DEPT FOR ILLEGALLY FORCING US TO GO TO THE INSTANCHECKMATE SITE AND NOT PROVIDING US WITH INMATE INFORMATION. IN A COURT OF LAW, THEY WOULD THROW ME IN JAIL FOR A MISREPRESENTATION SUCH AS THIS AND I WANT THE WORLD TO KNOW. PLEASE PROVIDE ME WITH ANY INFORMATION YOU CAN ON FILING LEGAL CHARGES AGAINST THEM.

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ****** C *********, submitted on July 12, 2014.  

We apologize that Ms. ********* was not satisfied with our services and that she was not provided with the information she was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Our records show that, on July 12, 2014, Ms. ********* accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  At this time, Ms. ********* was charged $1.00, for a trial membership.  On the same day, July 12, 2014, Ms. ********* contacted Instant Checkmate to cancel her membership; her membership was cancelled at that time and she will incur no further charges from Instant Checkmate.

At this time, as a measure of goodwill, Instant Checkmate has issued Ms. ********* a full refund in the amount of $1.00.  Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ********* used during the time of her initial sign up with Instant Checkmate.

Since Ms. ********* has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They failed to provide any data at all for several exact requests. When I called to cancel and complain they explained that their disclaimer states that they don't supply exact information on anyone which is exactly the opposite of what they claim in their advertising. The cancelled my account and offered a half refund for 5 minutes of membership.

Desired Settlement: Full Refund

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ****** ******, submitted on July 11, 2014.  

We apologize that Mr. ****** was not satisfied with our services and that he was not provided with the information he was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page of our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously stated stipulations, we regret that Mr. ****** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. ****** a full refund in the amount of $22.86.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ****** used during the time of his initial sign up with Instant Checkmate.

Since Mr. ****** has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 12/4/2013 I made one-time use of this company's background check services for the introductory price of $1.00. I did receive that service as promised. My debit card was charged again by Instant Checkmate on 4/8/14 in the amount of $25.81 and charged the same amount again on 7/7/14. I called Instant Checkmate customer service on 7/11/14 and was told there was nothing she could do for me since the company's records do not show that I ever called to cancel my "membership" after the initial introductory period. I only used the service once and never intend to do so again. I would like to be reimbursed for services I never received. Reviewing the BBB complaints against this company, it seems a number of others have had similar problems. My husband is retired military, we are both in our 60s, and we rely on a limited fixed income to get by. Since the company was not willing to rectify the situation, I hope you can intervene on our behalf. I will be happy to provide any further information you require.

Desired Settlement: I would like a refund check for $51.62, the total charged my account in April and July 2014

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. **** *****, submitted on July 11, 2014.  

Our records show that, on December 3, 2013, Ms. ***** accessed Instant Checkmate’s Reverse Phone Lookup website, and enrolled in our trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

1) Billing and Services
a) $1.00 Trial Membership
If You selected a trial membership, You will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, You will be automatically enrolled in a monthly membership and billed $25.81 immediately and $25.81 every month thereafter, unless you cancel. You may cancel at any time including during the trial period. See Section 1(c) below.
c) Cancellation Policy
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel Your upcoming bill.

Despite the previously stated stipulations, we regret that
Ms. ***** was not satisfied with our services.  At this time, as a measure of goodwill, Instant Checkmate has issued Ms. ***** a refund in the amount of $51.62.  Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ***** used during the time of her initial sign up with Instant Checkmate.

Since Ms. ***** has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company offers background checks on on individuals. I used the service one time and asked that they reimburse me because I was no longer using it. They went ahead and charged me $22.86 on July 11 without my authorization.

Desired Settlement: Reimbursement my $22.86 and close my account indefinitely!

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ********* ******** *****, submitted on July 11, 2014.  

Our records show that, on June 5, 2014, Ms. ***** accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Ms. ***** was not satisfied with our services.  On July 11, 2014, Ms. ***** contacted Instant Checkmate and was issued a partial refund of $22.86.  During that call, Ms. ***** stated that she was not pleased with the results of the premium report she purchased on June 7, 2014.  At this time, as a measure of goodwill, Instant Checkmate has issued Ms. ***** an additional refund in the amount of $19.99, for the unsatisfactory premium report.  Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ***** used during the time of her initial sign up with Instant Checkmate.

Since Ms. ***** has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I requested a 1.99 report. then two detailed reports for 19.99 each. which revealed no different information than the free report. Then I saw charges for 5 charges for $22.86 for some monthly service. I never needed a monthly service, just the two reports. I don't know how this was charged. I called and they said they could only refund 50% of the last month so $11.43 and they said they cancelled the account I never used, nor intended to use a monthly service, that's why I only purchased the two detailed reports. If they checked their records, they will see that.

Desired Settlement: I would like them to refund all of the charges for the monthly subscription. the total should be $22.86 x 5 months = $114.30 not just the $11.43.

Business Response:

July 14, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* *********, submitted on July 8, 2014.  

Our records show that, on February 14, 2014, Mr. ********* accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s monthly membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ********* was not satisfied with our services.  On July 8, 2014, Mr. ********* contacted Instant Checkmate to cancel his membership and was issued a partial refund in the amount of $11.43.  At this time, as a gesture of goodwill, Mr. ********* has been issued an additional refund in the amount of $102.87.  These two refunds total $114.30, which represents the total that Mr. Mr. ********* is requesting.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ********* used during the time of his initial sign up with Instant Checkmate.

Since Mr. ********* has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company advertised that you can pull up public arrest information on anyone through their company. I then looked in to it to pull up the arrest records on my father. Their site confirmed arrest on him, but I would have to Pay before I cpould see these arrest on him. They offered a set price of a little over 22.00 and some change to do this. I then purchased this, in which i went to open this and was advised I had to purchase a PDF file for them for a price over a dollar. Their system would not allow you to work it unless you purchased this. So i did. I then went to download the 10 arrest reports. This is when their system states it now for some reason doesn't have these records. It was a fraud to get my money only. I made contact with a representative from their contact number He refused to take the transaction off. he said that he would give back half and would continue to charge me monthly. I then told him I am in law enforcement . I don't deal with criminals like them and that I would stop them through my credit card company.

Desired Settlement: People need to be warned about the fraud this company is doing to steal their money.

Business Response:

July 14, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* ***** ********, submitted on July 7, 2014.  

We apologize that Mr. ******** was not satisfied with our services and that he was not provided with the information he was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously mentioned stipulations, we regret that Mr. ******** was not satisfied with our services.  On July 7, 2014, Mr. ******** contacted Instant Checkmate to cancel his membership and was issued a partial refund in the amount of $11.43.  As a measure of goodwill, Instant Checkmate has issued Mr. ******** an additional refund in the amount of $13.42.  At this time, Mr. ******** has been issued a full refund in the amount of $24.85.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ******** used during the initial time of sign up with Instant Checkmate.

Since Mr. ******** has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.


Sincerely,


******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service
7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had subscribed to instant checkmate back in March to check up on someone a family member had been recently involved with. We used the website for about an hour and decided to cancel our membership due to lack of accuracy in the information they provided. We had even looked up ourselves to check on the content of what hey provided when we became skeptical. We were correct in the assumption that the information provided was faulty at best. So we cancelled our member ship the same day we subscribed back in March. So when my April statement came out and we had new charges I went back to their website and cancelled it again. This was repeated in May and June when unauthorized transactions continued to show up. It is now July and I called the company and asked that it be cancelled and my payment for the past 4 months be refunded. They were not helpful. They had asked me to send them in conformation emails that they had never sent me to begin with but ultimately did nothing. Not only did they not cancel my membership, they refused to refund anything. I called my bank to dispute the charges when I was told by my bank (USAA) that they have scheduled ANOTHER payment for August. The unethical business practice from Instantcheckmate.com can only be described as fraud. I am disputing this through my bank and filing a complaint through the BBB, and if that does not resolve the issue I will have no choice but to resort to criminal and civil litigation for electronic theft and fraud.

Desired Settlement: In addition to having my money refunded, I want the membership cancelled, and a letter of apology for the headache they have caused by time I have wasted in dealing with this unethical company.

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* ***** *******, submitted on July 13, 2014.  

We apologize that Mr. ******* was not satisfied with our services and that he was not provided with the information he was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page of our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Our records show that, on March 1, 2014, Mr. ******* accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s monthly membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
1-866-490-5980 twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ******* was not satisfied with our services.  On July 12, 2014, Mr. ******* contacted Instant Checkmate and his account was cancelled at that time.  As a measure of goodwill, Instant Checkmate has issued Mr. ******* a full refund in the amount of $93.43.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ******* used during the time of his initial sign up with Instant Checkmate.

Based on the initial complaint made by Mr. *******, I believe there is a discrepancy in the total amount that was paid by Mr. *******.  I have provided a history of the transactions on Mr. *******’s account below, which total $93.43:

 


DATE

ACCOUNT NAME

TYPE

Amount

1

01-Mar-2014

******* *******

PURCHASE

$1.99

2

01-Mar-2014

******* *******

PURCHASE

$22.86

3

30-Mar-2014

******* *******

PURCHASE

$22.86

4

29-Apr-2014

******* *******

PURCHASE

$22.86

5

05-Jul-2013

******* *******

PURCHASE

$22.86


Since Mr. ******* has been provided a full refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at 1-866-490-5980 or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

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.

 

I would like to say that I had made several attempts to close the account online prior to the phone call in July. In addition, regardless of their policy, what they offer is quite different from what they advertise. They did not even come close to offering the background information they claim to. I could have done a free Google search and come up with more than I PAID them to find. This company is a Bait and Switch scam pure and simple. 

Regards,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I initially attempted to opt out of an internet transaction with Instant Checkmate due to their pricing vs product offered. They then offered a 5 day trial for $1, which I decided to take. It was not clearly set forth in the terms & conditions that I would be charged a monthly recurring fee, if I did not call in and cancel. Under any such circumstance I would have chosen not to do business with them. I do not choose to do business with any company that makes a discounted trial offer conditional upon my having to call in and cancel services within a specified time period. My contact with Instant Checkmate concerning this matter was less than desirable. They have offered a 50% refund, despite it being clear that I never used their product beyond the trial period. I did not even attempt to access their service until after discovering the unauthorized charge.

Desired Settlement: I wish a complete refund of the $29.63 charged against my credit card on 7/4/2013. I also feel that they need to discard this ridiculous practice of recurring payments being attached to a trial membership or at the very least make it singularly clear that there will be further charges without a call to cancel.

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* L ******, submitted on July 12, 2014.  

Our records show that, on June 23, 2014, Mr. ****** accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

For a $1.00 Trial Membership,
If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
1-866-490-5980 twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ****** was not satisfied with our services.  On July 12, 2014, Mr. ****** contacted Instant Checkmate and was issued a partial refund of $14.81.  At this time, as a measure of goodwill, Instant Checkmate has issued Mr. ****** an additional refund in the amount of $14.82.  These two refunds total $29.63, which is the amount that Mr. ****** is requesting.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ****** used during the time of his initial sign up with Instant Checkmate.

Since Mr. ****** has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at 1-866-490-5980 or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

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,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started a membership with Checkmate, for a 6 month period. I then changed my mind within 10 minutes. I called up to cancel my account, which the customer service representative did. Then she said that the billing period ends 1/10/15. Supposedly since I "can still see my report" that they could not refund me my fees, ($19.99 & $59.99).

Desired Settlement: I would like to be refunded the $19.99 & $59.99 that I was charged & they need to cancel EVERYTHING when a subscriber asks to cancel their account.

Business Response:

July 15, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ***** *** ******, submitted on July 10, 2014.  

We apologize that Ms. ****** was not satisfied with our services and that she was not provided with the information she was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously stated stipulations, we regret that Ms. ****** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Ms. ****** a full refund in the amount of $79.15.  P***se allow 3 to 5 business days for this refund to be credited back to the card that Ms. ****** used during the time of her initial sign up with Instant Checkmate.

Since Ms. ****** has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, p***se contact our Customer Support Team at 1-866-490-5980 or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.


Sincerely,

******** *******
Customer Support

Consumer Response:

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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a full background check (criminal records were to be included) on a person and it was to cost me only $$22.86. I paid this amount from my paypall account to Instant Checkmate, Inc. I then clicked the button to see the supposed full report with criminal records. Once I was in the report, I was told that to see criminal records outside of speeding tickets I would have to pay another $19.95. This was very frustrating so I called them and told them that I wanted a complete refund. ********** from customer service said that they could only refund 1/2 my payment and it would take up to two weeks to complete the refund. The only information I gleaned from this report was the person's birth date and astrological sign; this is a complete rip off. I then went to the better business bureau and found out that on "April 9, 2014 The Federal Trade Commission settled charges against Instant Checkmate that alleged that the company was violating the Fair Credit Reporting Act by allowing consumer's personal information to be furnished to people who had no permissible purpose to use the information and also not taking reasonable measures to ensure the information being provided was accurate". This company is not even allowed to give out criminal information to 'us' the masses. This is bait & switch and the company is a complete farce.

Desired Settlement: I do not want 1/2 of my money back; I want a full refund. They did not provide what they told me they would provide.

Business Response:

July 11, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* ****** ******, submitted on July 7, 2014.  

We apologize that Mr. ****** was not satisfied with our services and that he was not provided with the information he was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page of our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously stated stipulations, we regret that
Mr. ****** was not satisfied with our services.  Our records indicate that on July 9, 2014, Mrs. ****** contacted our customer support team and was issued a partial refund of $11.43.  As a measure of goodwill, Instant Checkmate has issued Mr. ****** an additional refund of $11.43, which totals a full refund of $22.86.  Please allow 3 to 5 business days for this refund to be credited back to Mr. ******’s Pay Pay account, which was used during the time of initial sign up with Instant Checkmate.

Since Mr. ****** has been provided a full refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our customer support team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.


Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Now I find out after using Instant Checkmate, that the state of Iowa does not release marriage and divorce records for a service such as Instant Checkmate to include in their information searches. Of course, the agreement I accepted to use the service acknowledged that I may not get the information I am searching for and the fee is therefore nonrefundable. Ok, I agreed. However, if an ENTIRE STATE cannot have a particular category of information included, then the algorithm should let the user know when they select that state. $25 down the drain. Rip off.

Desired Settlement: Changes made to the algorithm that pulls information. Notice of which states or counties do not provide certain categorical information (such as marriages or divorces) so consumers are not fooled into a purchase.

Business Response:

July 8, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ***** G *******, submitted on July 6, 2014.  

We apologize that Ms. ******* was not satisfied with our services and that she was not provided with the information she was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:
|
DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously stated stipulations, we regret that that Ms. ******* was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Ms. ******* a full refund in the amount of $24.85.  Please allow 3 to 5 business days for this refund to be credited back to Ms. *******’s Pay Pay account, which was used during the initial time of sign up with Instant Checkmate.

Since Ms. ******* has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers, and we thank you again for bringing this matter to our attention.


Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently discovered that this company was charging my credit card every month, even though I never signed up for their service. I called their customer support number and confirmed that my email address had only logged in once, on the day they allege my membership began. They told me "You should have read the terms of service". They refused to refund the fraudulent charges to my credit card, and I am disputing the charges with my credit card company.

Desired Settlement: There is no evidence that I signed up for any service beyond a trial and there is no evidence I have used this service in the past 5 months, therefore I demand a refund for the unauthorized charges to my credit card.

Business Response:

July 8, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* ***** *******, submitted on July 3, 2014.  

Our records show that, on January 25, 2014, Mr. ******* accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s monthly membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

According to our records, as of July 7, 2014, Mr. Philip’s account with Instant Checkmate is in dispute.  Because his account is currently in chargeback status, we are unable to issue any additional refunds at this time.

If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.  Instant Checkmate is committed to providing excellent service to our customers, and we thank you again for bringing this matter to our attention.

Kind regards,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for a background check on myself on June 1st. I did so because I was applying for a Independent driving job for a company who was going to run a background check on me. I just wanted to see if there was anything. What I got was basic information on myself. Nothing special at all. Along with a rudimentary check on people who share my name. This company than asked for a further amount of money for "more detailed information". I logged off, and shrugged I was idiotic enough to pay an online company I knew nothing about. So I figured it was my fault. This afternoon I checked my bank account, and saw another charge from the same company for the same amount. I called, and they told me it was set up as a recurring charge! Which I never did agree to in the first place. So I told them to cancel any further charges. I decided this has got to be a scam, and at the least an unethical way to steal money. So I decided I would file a complaint with the BBB. So at least they can be put on some kind of notice. Thank you

Desired Settlement: If I can not get a refund at least there will be a record of this with the BBB for future reference. For anyone else who may have the same problem, and by the complaints I see it has happened.

Business Response:

July 7, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ****** ****** *******, submitted on July 2, 2014.  

Our records show that, on June 1, 2014,
Mr. ******* accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s one month membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that
Mr. ******* was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. ******* a full refund in the amount of $45.72 (2 monthly membership fees of $22.86).  Please allow 3 to 5 business days for this refund to be credited back to Mr. *******’s Pay Pal account.

Since Mr. *******
has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you.  Instant Checkmate is committed to providing excellent service to our customers and we thank you again for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: been wrongfully billed from 2/19-13-7/1/14 never authorized this company for anything and now i am being billed $22.86 monthly for nothing.

Desired Settlement: would like refund of $388.62 as soon as possible

Business Response:

July 7, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. **** ****, submitted on July 2, 2014. 

Our records indicate that on February 15, 2013, Mr. **** enrolled in the Instant Checkmate monthly membership program by entering his personal information, entering is credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe:
 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If a payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill. 

Despite the previously stated stipulations, we regret that Mr. **** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. **** a refund in the amount of $228.60 (10 monthly membership fees of $22.86).  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. **** used during the time of her initial sign up with Instant Checkmate.

If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.  Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention. 

Sincerely, 

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Problems with Product/Service
7/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a $1 instant background check, being careful to UNCLICK any subscription checkboxes, and was charged not $1 but three charges of $1.99, $10.00, and $22.86, along with 10 months of $22.86 recurring charges. I called their customer service and was told I did not call soon enough, so I would only receive an $11 refund. They said their website stated a mandatory renewal fee. It does now, but that was not in the offer I used!!!!!!!!!!!!

Desired Settlement: Refund my $240 and stop your deceptive advertisements and automatic charges!

Business Response:

July 7, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from ** ********, submitted on July 2, 2014.  

Our records show that, on September 21, 2013, ** ******** accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering personal information, entering credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that
** ******** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued ** ******** a refund in the amount of $114.30. Please allow 3 to 5 business days for this refund to be credited back to the card that ** ******** used during the time of initial sign up with Instant Checkmate.

If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.
  Instant Checkmate is committed to providing excellent service to our customers, and we thank you again for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, it is HIGHLY misleading to have a checkbox for a subscription on the original purchase form, and then to IGNORE IT WHEN UNCHECKED to forcibly subscribe the poor consumer -- in blatant conflict with the consumer's intentions.   Instant Checkmate maintains that their theft is justified by stating somewhere else on their website, OUTSIDE the sample purchase dialog, that they will hijack the purchaser's information will be hijacked for monthly billing of an unauthorized amount.  This is nothing less than FRAUD.  It is no different than a brick and mortar merchant cloning a plastic card for additional charges once the customer has left the premises.

It seems highly convenient that Instant Checkmate claims they will send me a refund in another week -- as if they are hoping I will lose focus on this issue and fail to follow through on whether they actually do issue a refund.

It is THEFT that they are admitting wrongdoing and yet only offering to refund LESS THAN HALF of the $240 dollars they charged me!    The company's entire revenue must consist of these purloined funds from keeping half of the money they stole, instead of issuing proper refunds.

They have ONLY refunded $11.43, certainly NOT the $114.30 they currently claim, and absolutely NOT the $240 dollars they stole from me! 

I certainly do hope that BBB will not mark this claim as answered under these circumstances!   I am happy to send you a follow-up after July 15th when the UNSATISFACTORY PARTIAL refund is promised.

Regards,

** ********

Business Response:

July 11, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ** ********, submitted on July 2, 2014.

We regret that Ms. ******** was not satisfied with our services.  On July 2, 2014, Ms. ******** contacted Instant Checkmate to cancel her membership and was issued a refund in the amount of $11.43.  On July 7, 2014, Ms. ******** was issued an additional refund in the amount of $114.30.  At this time, as a gesture of goodwill, Ms. ******** has been issued a final refund in the amount of $92.00.  These three refunds total $217.73, which represents a full refund of the total amount paid by Ms. ********.  Ms. ******** will not incur any future charges from Instant Checkmate.  

Based on Ms. ********’s initial BBB complaint, I believe there may be a discrepancy in the total amount that Ms. ******** paid to Instant Checkmate.  Please see the chart for a break down the charges:

DATE

DATE

NAME

STATUS

TYPE

ACCOUNT

1

21-Sep-2013

** ********

REFUNDED

PURCHASE

$1.99

2

21-Sep-2013

** ********

REFUNDED

PURCHASE

$10.00

3

21-Sep-2013

** ********

REFUNDED

PURCHASE

$22.86

4

23-Oct-2013

** ********

REFUNDED

PURCHASE

$22.86

5

22-Nov-2013

** ********

REFUNDED

PURCHASE

$22.86

6

22-Dec-2013

** ********

REFUNDED

PURCHASE

$22.86

7

21-Jan-2014

** ********

REFUNDED

PURCHASE

$22.86

8

20-Feb-2014

** ********

REFUNDED

PURCHASE

$22.86

9

22-Mar-2014

** ********

REFUNDED

PURCHASE

$22.86

10

21-Apr-2014

** ********

REFUNDED

PURCHASE

$22.86

11

21-May-2014

** ********

REFUNDED

PURCHASE

$22.86

 
Since Ms. ******** has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.   

Kind regards,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I used their services to look for phone number. No phone numbers were provided. The following message was received. We're currently in the process of updating this information. Please check back with us later to view phone numbers for Joseph Christopher. If the do not have the information, they should not advertise that they do. They are liars and thieves!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: I should receive a refund, and they should be criminally prosecuted by the FTC!!!!!!!!!!!!!!!!!!!!!!!!!!

Business Response:

June 30, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ****** ******* *****, submitted on June 26, 2014.  

We apologize that Mr. ***** was not satisfied with our services and that he was not provided with the information for which he was searching.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page on our website:
|
DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Our records show that, on June 26, 2014, Mr. ***** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s one month membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ***** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. ***** a full refund in the amount of $24.85 ($22.86 for the monthly membership fee + $1.99 for PDF download). Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ***** used during the time of his initial sign up with Instant Checkmate.

Since Mr. ***** has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via email at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you.  Instant Checkmate is committed to providing excellent service to our customers, and we thank you again for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

When the credit is applied I will be appeased, but not satisfied. I do not believe they are a reputable firm!!!!!!!!!!!!!!!!!!
 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

****** *****

Business Response:

July 11, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ****** ******* *****, submitted on June 26, 2014.  

Our records indicate that on June 30, 2014, Instant Checkmate issued Mr. ***** a full refund in the amount of $24.85 ($22.86 for the monthly membership fee + $1.99 for PDF download). 

Since Mr. ***** has been provided a full refund, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via email at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you.  

Instant Checkmate is committed to providing excellent service to our customers, and we thank you again for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 1st, 2013, I used the free one-month trial, and never renewed. I found out today July 1st, 2014, that my credit card was charged $29.63 since then (12 months at $29.63 = $ 355.56). I never received a confirmation email stating that I was a subscriber, never received via mail or email a BILL or a RECEIPT for the "service", a practice I find DECEITFUL. I am a journalist and always very careful about transactions, but Instant Checkmate cancellation policy is in such fine print that this amounts to a SCAM. I want a full REFUND, plus interests. I understand from Bank of America Customer Service that many people are tricked like I was.

Desired Settlement: I want a FULL REFUND of all disputed charges ($355.56) plus interests.

Business Response:

July 3, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. *******e ******** ******, which was submitted on July 1, 2014.

Our records indicate that Ms. ****** contacted Instant Checkmate on July 1, 2014 to cancel her membership.  Per her request, her account with Instant Checkmate has been canceled as of July 1, 2014.  She will incur no further charges.  She has been issued a full refund, consisting of one payment of $1.00 and thirteen payments of $29.63 – a total refund of $386.19. Please allow 3-5 business days for this credit to reflect the card that was used during the initial time of sign up with Instant Checkmate.

If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.

Kind Regards,


Customer Support
Instant Checkmate 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Instant Checkmate completely misrepresented their product & continued to charge additionally fees after the initial membership fee. This site is basically a scam and should be shut down. I canceled the account less than 15min after opening.

Desired Settlement: Refund all charges on my credit card.

Business Response:

July 8, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* *******

This email is in response to the consumer complaint from
 Ms. ******* *******, submitted on July 7, 2014.  

We apologize that
Ms. ******* was not satisfied with our services and that she was not provided with the information she was searching for.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Despite the previously mentioned stipulations, we regret that
Ms. ******* was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Ms. ******* a full refund in the amount of $64.83.  Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ******* used during the time of her initial sign up with Instant Checkmate.

Since Ms.
******* has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at 1-866-490-5980 or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you. 

Instant Checkmate is committed to providing excellent service to our customers and we thank you for bringing this matter to our attention.


Kind regards,

******** *******
Customer Support

Consumer Response:

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. 

*A good faith effort would be working on the service they claim to provide; then a disclaimer wouldn't be needed.*

Regards,

******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 9th I authorized InstantCheckmate to take $1.00 from my account for services pertaining to a Background check on my self. Then on June14th they took $29.63 from account for membership in their product. I did not authorize this transaction. On June 16th ay 1530 hours I was told by their customer service desk,that it was because I did not call in to cancel my membership within five days, I did not sign up to be a member of their system. I was told it was too bad I was not going to get my money back, told I had no other recourse. If I did not sign up for Membership I should be able to get my money back. I had to get a new DEBIT card because they have my information and could, again take funds from account without my authorizing the transaction. Instantcheck did send me an email to cancel my unauthorized membership. Thanks for your help. Product_Or_Service: MEMBERSHIP Order_Number: N/A Account_Number: N/A

Desired Settlement: DesiredSettlementID: Refund Refund of $29.63 sent to my home address **** ********* *** ************* *****. Why would I want to give my Debit Card information to the company so they could make unauthorized transaction again. "JUST REFUND MY MONEY PLEASE".

Business Response:

July 2, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from
 Mr. **** **** *****, submitted on June 16, 2014.  

Our records show that on June 16, 2012, Mr. ***** accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

For a $1.00 Trial Membership,
If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $24.63 immediately and $24.63 every month thereafter, unless you cancel.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
1-866-490-5980 twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously mentioned stipulations, we regret that Mr. ***** was not satisfied with our services.  At this time, as a gesture of goodwill, a refund of $29.63 has been issued to Mr. *****.  P
lease allow 3 to 5 business days for this refund to be credited back to the card that Mr. ***** used during the initial time of sign up with Instant Checkmate.  Mr. ***** will not incur any future charges from Instant Checkmate. 

We apologizes for any confusion
Mr. ***** encountered regarding our policies and billing plan.  If you have any questions regarding the foregoing, please contact our Customer Support Team at 1-866-490-5980 or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you.

Kind regards,

******** *******
Customer Support 
Instant Checkmate

Consumer Response:

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,

**** **** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to the site and to look up information on my soon to be ex-husband and I did understand that disclaimer to the web site, but once I set up an account and attempted to view any information on my ex all I was asked to do was pay for PDF version, pay for a better search, pay for more complete information. I found on my account that because I didn't pay for a premium package they were unable to find anything. This site is bogus and does not tell you that if you don't just go straight for the premium package that some things just aren't available. The site focuses on how "disturbing" some of the content may or may not be more than it does what you will get for the packages it offers. Then when I complained to the company they stated to me that this issue was covered in their "disclaimer". It is just a way to suck money out of people and not provide what they are offering.

Desired Settlement: They did provide me with a refund, but I had checked on the BBB website prior to moving forward and it had an A- grade. I was thinking that they were reputable because of this grading, but instead found them to be nickle and dimming me for more information. I don't believe they are worth an A- grade after my experience with them and I wanted the BBB to know that as well. The initial advertising give you the impression that they will provide you with information, but then they disclaimer you to death until you pay for one of the premium packages. I give them a D- Oh, and how reputable can they be when they are giving you the astrology sign, I found that to be interesting when I got into my account! It was suppose to be about the persons background with law enforcement not about what sign they are. Very disappointing and unprofessional.

Business Response:

June 30, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* *******

This email is in response to the consumer complaint from Ms. *** *** *******, submitted on June 27, 2014.  

We apologize that Ms. ******* was not satisfied with our services and that she was not provided with the information for which she was searching.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  

Our records show that, on June 27, 2014, Ms. ******* accessed Instant Checkmate’s website, www.instantcheckmate.comand enrolled in Instant Checkmate’s one month membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We regret that Ms. ******* was not satisfied with our services.  On June 27, 2014, Ms. ******* contacted Instant Checkmate to cancel her membership and was issued a refund in the amount of $22.86, which represents a full refund of the total amount paid by Ms. *******Ms. ******* will not incur any future charges from Instant Checkmate. 

Although she agreed to Instant Checkmate’s billing terms, Instant Checkmate has nonetheless provided Ms. ******* a full refund and we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Totally bogus service. Checked my own records. Listed as having married once, to a woman I have never heard of, and divorced five times from OTHER women whom I also have never heard of. Listed a number of "my" addresses, only one of which is correct and easily found in a telephone directory. Listed an equal number of telephone numbers, none of which I have ever had. Numerous other items with false information, almost none with real, easily accessible information. Nothing from my resume freely available in LinkedIn. SCAM.

Desired Settlement: They should be put out of business for engaging in fraud.

Business Response:

June 30, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* *******

This email is in response to the consumer complaint from Mr. ***** ******, submitted on June 27, 2014.  

We apologize that Mr. ****** was not satisfied with our services and that he was not provided with the information for which he was searching.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of each page on our website:

DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Our records show that, on June 27, 2014, Mr. ****** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s one month membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Mr. ****** was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Mr. ****** a full refund in the amount of $22.86.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ****** used during the time of his initial sign up with Instant Checkmate.

Since Mr. ****** has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com.  We are available 7 days a week, 24 hours a day to assist you.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I used this website to get information for a court case. It states you could pull up criminal records. I know the person has been arrested a few times in the past few years. It did not pull anything like that up when I called it said because they must of been recent cases which is not so, a couple of these cases were over 2 years ago! I did cancel, wish I would of read the reviews on here before I preceded. I paid over 22.00 and got nothing out of it. It Very misleading website should not be allowed to advertise what the do not provided. This website should be taken down with all the complaints it has had. It is a rip off and total scam. Be careful what u click on it automatically charges your card! Clicked on a pop up on accident and exited out but I still got charged. They said they would refund me the 19.98, but I think I should get refunded everything.

Desired Settlement: I would like a refund because I got absolutely nothing out of this website and since it definately is misleading to the consumer. It should be taken off the web!

Business Response:

June 27, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from Ms. ******* *****, submitted on June 25, 2014.
 
We apologize that Ms. ***** was not satisfied with our services. InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as "public record."

Our records show that, on June 25, 2014, Ms. ***** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s one month membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use. Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms. Specifically, the Terms of Use describe:

Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We regret that Ms. ***** was not satisfied with our services. On June 25, 2014, Ms. ***** contacted Instant Checkmate to cancel her membership and was issued a refund in the amount of $19.99. As a gesture of goodwill, Ms. ***** has now been provided an additional refund in the amount of $22.86, which represents a full refund of the total amount paid by Ms. *****. The full refund will be credited back to the card that Ms. ***** used to enroll in our services, please allow 3 to 5 business days for the refund to reflect on Ms. *****’s account. Ms. ***** will not incur any future charges from Instant Checkmate.

Instant Checkmate apologizes for any inconveniences Ms. ***** has experienced. She has been provided a full refund and since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

Sincerely,

******** *******
Customer Support
Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Instant checkmate because of a sex offender had moved into the niebhorhood and I wanted to know more about this persons crimes to protect my family. They advertise and promised that they can provide allot of imformation and then it turns out that they can not even find this guys record so on the same day I joined 4/22/2014 I cancled via their website and have a copy of the Cancelation letter. I have contact my VISA company and they have now disputed the 5/22/2014 Visa Charge and I must wait two more days to dispute the 6/20/2014 charge to my VISA due to the pending status then I will call back to my VISA company and have a dispute placed on that charge as well. I placed a call on 6/23/2014 to Instant Checkmate and they wanted me to send them a copy of the cancelation email they sent me. At this point and time they have showen me they are a company who can not be trusted. It is not my responceability to keep records for this company whos advertisement is misleading at best. I told them they are a joke and I would handle this through the BBB and my credit card company which had imformed me this company is well kowen for this type of behaivor and they nwould be willing to change my card number if they keep charging it. I would also like the to ask the BBB if this is the case why are they using the BBB as an advertisement on their website as beeing acredited as an oustanding BBB business. This is clearly not the case and they are using the BBB name to where people will no longer trust a BBB Rating. I kinow I will not in the future.

Desired Settlement: I want the charges to my VISA stopped, and the two months 5/22/2014 and the pending one of 6/20/2014 worth of charges refunded NOW as they were not authorized by me. I have the cancled request email dated 4/22/2014 but yet the company does not???????????? This says it all, after their advertising was misleading at best, that they are NOT A COMPANY TO BE TRUSTED.

Business Response:

June 27, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* *******

This email is in response to the consumer complaint from Mr. ****** ***** *******, submitted on June 23, 2014.

Our records show that, on April 21, 2014, Mr. ******* accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering his personal information, entering his credit card information, and agreeing to Instant Checkmate’s Terms of Use. Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms. Specifically, the Terms of Use describe: 

Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We apologize that Mr. ******* was not satisfied with our services. As a gesture of goodwill, Mr. ******* has been issued a refund in the amount of $45.72, as per his request in BBB Complaint #********. This refund will be credited back to the card that Ms. Smith used when he enrolled in our services, please allow 3 to 5 business days for the refund to reflect on the account. Mr. ******* will not incur any further charges from Instant Checkmate.

Instant Checkmate apologizes for any inconveniences Mr. ******* has experienced. He has been provided a refund as per his request and since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

Sincerely,

******** *******
Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Well they can not even get my name right in their letter to you nor was their response truthful and I have the documents to prove it.   But this is the great new country we live in so.  We can no longer trust anyone so we must take care of our own and remember even the BBB can not be trusted for this site was an accredited site by the BBB.   Thank you for nothing BBB you did nothing my credit card company had not allready done.  I ask what do you guys at the BBB do any way or are you just another tax dollar waisted.


Regards,

****** *******

Business Response:

June 30, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* *******

This email is in response to the consumer complaint from Mr. ****** ***** *******, submitted on June 23, 2014.  

We apologize that Mr. ******* was not satisfied with our services and that he was not provided with the information for which he was searching.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  

Although Mr. ******* agreed to Instant Checkmate’s billing terms during the initial time of sign up, Instant Checkmate has nonetheless issued a refund in the amount of $45.72, as per Mr. *******'s request in BBB Complaint #********. This refund will be credited back to the card that Mr. ******* used when he enrolled in our services, please allow 3 to 5 business days for the refund to reflect on the account. Mr. ******* will not incur any further charges from Instant Checkmate.

Instant Checkmate apologizes for any inconveniences Mr. ******* has experienced. Mr. ******* has been provided a refund as per his request and since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

Sincerely,

 

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Cancelled service on 5/22/14. However, clerk did not cancel correctly. Charged me $22.86 for June which was unauthorized. This created a $35 overdraft fee on my acct. Spoke with ***** in Call Center and his supervisor ******** who both verified that I called and cancelled service on 5/22. Said that the clerk did not process correctly. This is not my problem. They literally stole the money from my checking acct seeing that this charge was not authorized.

Desired Settlement: I would like an apology letter from the company and also a refund of $35.00 for the overdraft this unauthorized charge caused.

Business Response:

July 2, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* *****, submitted on June 27, 2014.  

We apologize for any inconveniences that Mr. ***** has experienced, however we are only able to refund money that Mr. ***** has paid to Instant Checkmate; we are unable to refund a non-sufficient funds (NSF) fee that he received from his bank. 

Our records indicate that on May 22, 2014, Mr. ***** was issued a partial refund of $11.43.  At this time, we have issued an additional refund of $13.42, which totals the full amount that Mr. ***** has paid to Instant Checkmate.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. ***** used during the time of his initial sign up with Instant Checkmate.

We again apologize for any inconveniences that Mr. ***** has experienced.  We advise that Mr. ***** contacts his bank to refute the non-sufficient funds (NSF) fee that he received.

Kind regards,

Customer Support
Instant Checkmate

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******* *****

 

Once again I cancelled the service in MAY. The company which was UNAUTHORIZED any further payments as service has been cancelled went back into my checking account and made a withdrawal. UNAUTHORIZED. In Maryland this is called STEALING. I did not have the funds nor was expecting an UNAUTHORIZED debit to come from the merchant on my account thus creating an overdraft. YES the overdraft occurred due to the merchants UNAUTHORIZED withdrawal of funds. I am demanding the NSF fee of $35.00

Business Response:

July 7, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. ******* *****, submitted on June 27, 2014.  

I would first like to apologize for what Mr. ***** may have perceived as hesitancy or an unwillingness to comply, on the part of Instant Checkmate.   Given the very unique situation that occurred with Mr. *****’ account, Instant Checkmate’s normal refund protocol was not able to fully address his account needs.  After consulting with the proper management, a refund in the amount of $35 has been issued for the non-sufficient funds (NSF) fee that was assessed to Mr. *****' bank account.  This refund was issued on July 7, 2014; please allow 3 to 5 business days for this refund to reflect on the card that Mr. ***** used during his initial time of sign up with Instant Checkmate.

Again, I apologize that Mr. ***** was not satisfied with our services and for any inconveniences he may have experienced regarding this matter.  If you have any further questions or concerns, please contact our Customer Support Team at 1-866-490-5980 or via e-mail at: s***************************. We are available 7 days a week, 24 hours a day to assist you.  Instant Checkmate is committed to providing excellent service to our customers, and we thank you for bringing this matter to our attention.

Kind regards,

******** *******
Instant Checkmate 

Consumer Response:

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.

Had Instant Checkmate worked with me to mutually resolve this matter it would not have had to escalate to this level. 

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There has been a $24.63 charge on my credit card account for several months. The company receiving this amount is Checkmate – phone ************. I used their service one time but the charges continued to be added to my account. No notices were received and I have no account reference that will allow me to check the dates and charges. When I called the company May 10, 2014 to complain I found there has been $591.12 charged to my credit card over the past several months. They gave a $73.89 credit which is appreciated but is far short of the amount that was paid. The least that should have been done is monthly statements showing the amount being charged by this company.

Desired Settlement: I would like to have a refund for the months that were billed but service was not used.

Business Response:

July 2, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from
 Ms. ***** J ********, submitted on June 17, 2014.  

Our records indicate that on May 28, 2012, Ms.
******** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

For a $1.00 Trial Membership,
If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $24.63 immediately and $24.63 every month thereafter, unless you cancel.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 
1-************ twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously mentioned stipulations, we regret that Ms.
******** was not satisfied with our services.  On May 10, 2014, Ms. ******** contacted Instant Checkmate to cancel her membership and was issued a refund in the amount of $73.89 (3 monthly membership fees of $24.63).  At this time, an additional refund has been issued in the amount of $221.67 (9 monthly membership fees of $24.63), please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ******** used during the initial time of sign up with Instant Checkmate.  Ms. ******** has been issued a refund in the amount of $295.56 and will not incur any future charges from Instant Checkmate.

Instant Checkmate apologizes for any confusion
Ms. ******** encountered regarding our policies and billing plan. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-************.

Kind regards,

******** *******
Customer Support 
Instant Checkmate

Consumer Response:

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,

***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I found a charge for $22.86 from Instant Checkmate on my bank account today. After further investigation, I found that Instant Checkmate had been charging my bank account $22.86 every month beginning in November. I called the company to inquire about the charges. I was asked if I knew a "******* **** or ***** ****". After I said no, the gentleman I was speaking with told me that I had done a background check on this individual and explained that I had signed up for their monthly service. He said that I had agreed to a monthly charge for their services. I told him that I had NOT signed up for his service and I completely dispute the charges. He put me on hold, came back and stated that his supervisor agreed to refund half of this month's charge ($11.43). I told him NO, I wanted the full amount refunded because I didn't authorize these charges. Again, he spoke with his supervisor and came back with a refund for $22.86. At that time I told him I would be contacting my bank. Once again he put me on hold to speak with his supervisor. He came back and said that they would refund me four months of charges. Again I said NO, I want all charges refunded. He said that the amount offered is very generous and that was the best he could do. I am filing a complaint because this company fraudulently withdrew money from my bank account for a supposed monthly service they state I signed up for, but for which I did not sign up for. I contacted Bank of America's fraud department and they were able to file a claim on my behalf to receive the first 68 days of charges from this company.

Desired Settlement: I feel that this company, and others, should not be allowed to withdraw money from individual bank accounts without authorization. A monthly charge in the amount $22.86 is difficult to notice from such an obscure company and can easily go unnoticed. I would like this company to have to email or call the individual they think they have an agreement with EVERY month to make sure fraud has not taken place. I wonder how many other individuals have had, or are still having, unauthorized amounts withdrawn from their bank accounts. Thank you.

Business Response:

June 24, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******,

This email is in response to the consumer complaint from ***** **** ******* on June 24, 2014.

Our records show that on November 19, 2013, Ms. ******* enrolled in the Instant Checkmate monthly membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ******* had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

 

The use of this website is subject to the following terms of use:

Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Ms. ******* was not satisfied with our services. Ms. ******* has been honored a refund in the amount of $204.86, which is the full amount that she paid for the services. Ms. *******’s Instant Checkmate account has been cancelled, and she will not incur any further charges.

Instant Checkmate apologizes for any confusion Ms. ******* encountered regarding our policies and billing plan. She has been provided a full refund and  since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

Sincerely,

 

Customer Support

Instant Checkmate

 

Consumer Response:

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.  However, in the 2nd to last paragraph of Instant Checkmate's response, they state:

"Ms. ******* has been honored a refund in the amount of $204.86, which is the full amount that she paid for the services. Ms. *******’s Instant Checkmate account has been cancelled, and she will not incur any further charges."

I have NOT been "honored a refund in the amount of $204.86", as of yet, nor have I received a confirmation email from them as to the status of the account.  I was told on the phone yesterday that I would be receiving a confirmation email from them.  I would like to have confirmation of such and will wait for the amount to be deposited back to my checking account.

 I will wait for the business to perform this action.

Regards,

***** *******

Business Response:

June 27, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer follow-up complaint from ***** **** *******, made on June 26, 2014.

Our records show that on July 23, 2014, a confirmation email regarding Ms. *******’s account cancellation was sent to the following email address: *******@gmail.com. I would advise Ms. ******* to please check in her spam or junk folders if she did not receive this confirmation email in her regular Inbox; I apologize for this inconvenience.

As for Ms. *******’s concerns regarding a full refund of $204.86, our records indicate that an initial refund of $91.44 was issued on July 23, 2014, when Ms. ******* called our customer support team.  The remaining refund of $137.16 was issued on July 24, 2014, as per her request in BBB Complaint Case # ********.  Ms. ******* will receive a full refund in the amount of $204.86, 3 to 5 business days from when the refunds were issued.  The full refund will be credited back to Ms. *******’s MasterCard ending in 0403.

Instant Checkmate apologizes for any inconveniences Ms. ******* has experienced due to our services. She has been provided a full refund and since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

Sincerely,

******** *******
Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Subscribed to said company in 2013 but cancelled subscription in writing (email) on March 12, 2014. Reply email stated I would no longer receive charges to my credit card. Found that they were still charging my credit card and emailed them on June 14, 2014 and asked them to credit my credit card with April and May charges. Just looked at my credit statement and saw that they charged me again in June.

Desired Settlement: Would like refund for April, May, and June credited to my credit card.

Business Response:

July 2, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re: BBB Complaint Case # ********

Dear Ms. ********* *******

This email is in response to the consumer complaint from Mr. ******* ****, submitted on June 26, 2014.  

According to our records, on June 30, 2014, 4 refunds of $19.86, a total of $79.44, were issued back to Mr. ****.  Please allow 3 to 5 business days for this refund to be credited back to the card that Mr. **** used during the initial time of sign up with Instant Checkmate.

Instant Checkmate apologizes for any inconveniences Mr. **** has experienced.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.

Kind Regards,

Customer Support
Instant Checkmate

Consumer Response:

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,

******* ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Misleading advertisement. Did not provide records and/or information as advertised. The company would not provide a refund when I tried to cancel the service. The premium upgrade service was an additional charge of $19.99 but provided no additional records than the standard report charge of $22.86.

Desired Settlement: Refund of charges for standard and premium services of $22.86 and $19.99. Total of $42.85.

Business Response:

July 2, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re: BBB Complaint Case # ********
 
Dear Ms. G******** *******
 
This email is in response to the consumer complaint from Ms. ****** ******, submitted on June 30, 2014.

We would first like to apologize for any inconveniences Ms. ****** has experienced with Instant Checkmate.  According to BBB Complaint Case # ********, we understand that she is requesting a full refund of $42.85.

Unfortunately, given the information provided by Ms. ******, we have been unable to locate her account with InstantCheckmate.com.  In order that we may further investigate and ultimately resolve this matter, we will need additional information regarding Ms. ******’s account; until we are able to locate her account, we will be unable to assist her.

In order for us to locate Ms. ******’s account, she will need to provide the following information:

  • The first and last name used when signing up for the account
  • The email address used when signing up for the account
  • The first 4 and last 4 numbers of the card she used when signing up for the account

If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.

Sincerely,

******** *******
Customer Support

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  

 

The account information is as follows:

Name: S (first name), P (for last name). 

Email used: *****.******@gmail.com

Credit card ending in: **** (Pay Pal)

According to Pay Pal, a refund has already been issued. If this is the case, I will consider this complaint resolved.

Regards,

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Instant Checkmate believing that all information was accessible on the person I was searching for...which I know personally. This site makes you believe that all information would be provided when you sign up . That is not true...what they do not tell you is that for more information you have to buy upgraded packages...this web site is a total rip off...I called Instant Checkmate to cancel my account and told them how dissatisfied I was but they offered no refund or apologies. I want a refund because i feel as though i was mislead. I will never recommend this web site to anyone. Its a shame when you feel like you have been scammed.

Desired Settlement: I would like my money refunded in the amount of 29.63 that was charged to my credit card

Business Response:

June 30, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ***** *******, submitted on June 25, 2014.  

We apologize that Ms. ******* was not satisfied with our services and that she was not provided with the information for which she was searching.  InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As our disclaimer states, which can be found at the bottom of every page in our website:
|
DISCLAIMER: You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

Our records show that, on June 19, 2014, Ms. ******* accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 

For a $1.00 Trial Membership, If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel.
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Despite the previously stated stipulations, we regret that Ms. ******* was not satisfied with our services.  As a measure of goodwill, Instant Checkmate has issued Ms. ******* a full refund in the amount of $30.63 ($29.63 for the monthly membership fee + $1.00 for trial membership). Please allow 3 to 5 business days for this refund to be credited back to the card that Ms. ******* used during the time of her initial sign up with Instant Checkmate.

Since Ms. ******* has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.  Instant Checkmate is committed to providing excellent service to our customers, and we thank you again for bringing this matter to our attention.

Sincerely,

******** *******
Customer Support

Consumer Response:

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,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/3/2014 Billing/Collection Issues | Complaint Details Unavailable
7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I just learned that the Instant Check mate reveals a lot of personal information about myself and my family, including my home address.Due to the nature of my job, which involves criminal activity and/or may lead to criminal activity, my livelihood and that of my children is greatly at risk should the information about my and my children get to the wrong people.HOW do I get myself and my children OFF of this site?Please help - I am really very concerned.Thanks very much,****** ***** Product_Or_Service: trial

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my name, my information and that of my children removed from the site.OR information on how to get it off and protect my family.Thank you.

Business Response:

June 25, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms. ****** ***** submitted on June 23, 2014.

We have received your petition to have Ms. ******* information removed from our database. Here at Instant Checkmate, we hold the utmost respect for each individual's privacy and apologize for any inconveniences Ms. ***** may have experienced due to our services. InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as "public record."  

As per Ms. ***** request, all of the information regarding the individual(s) below has been removed from Instant Checkmate’s database as of June 25, 2014:

                      

Name:

****** ***** ******* ***** ****** *****

 

Locations:

A******* ** ***** ******** ** ***** ******** ** ***** ******* ** ***** ******** ***** ** *****

 

 

 

 

 

 

Please allow up to 48 hours for these changes to reflect on our website. Instant Checkmate takes every reasonable precaution to ensure that all data associated with each request is suppressed; we appreciate your patience regarding this matter.

In addition, if Ms. ***** would like to remove information regarding any another individuals, we request that she please submit the following information pertaining to those individuals as it appears on Instantcheckmate.com: 

1.     First Name

2.     Last Name 

3.     Date of Birth/Age

4.     City

5.     State

6.     Zip Code

7.     Possible Relatives

8.     Additional Locations

If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.


Kind Regards,

******** *******
Customer Support
Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The information on this Background website (Instant Checkmate) is damaging, incorrect and erroneous, no to mention liable. They are linking me to a criminal in the State of California who has been arrested for child offenses possibly causing me prejudice in my life, hindering my ability to find work and work instability hence causing me financial problems and distress with the inability to sustain work.Anyone can obtain this information and spread these false statements around causing me prejudice within my professional career.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to scrub this information and remove me from their "background" data center and for charges to be brought against them and shut down.

Business Response:

June 25, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from *****l ******** ****** on June 25, 2014.
 
We have received your petition to have Mr. *****l ******** ******** information removed from our database. Here at Instant Checkmate, we hold the utmost respect for each individual's privacy and apologize for any inconveniences Mr. ****** may have experienced due to our services. InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as "public record."  
 
As per Mr. ******’s request, all of the information regarding the individual(s) below has been removed from Instant Checkmate’s database as of June 25, 2014:
 
                       

Name:

****** L ****** *** * ****** * ******

 

Locations:

Ir**** ** ***** ***** *********** ** ***** ********* ** ***** ******** ** ***** ********* ** *****

 

 

 

 

 

 

Please allow up to 48 hours for these changes to reflect on our website. Instant Checkmate takes every reasonable precaution to ensure that all data associated with each request is suppressed; we appreciate your patience regarding this matter.
 
If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.
 
 
Kind Regards,
******** *******
Customer Support
Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I utilized the website instantcheckmate.com to search for my ex-husband's criminal record. Upon signing up for the services it shows that you can access arrest records, dui's, marriage and divorce records, among other things. I was specifically looking for a criminal record and was lead to believe that by paying the one time monthly fee I would be able to access such record. Upon paying for the service and receiving the record, I discovered that to access "premium" content such as a criminal record or a DUI record, I have to pay $19.99. I checked a few other names to see if the information provided is credible, and was sorely disappointed by the information provided. I searched for myself and a few family members and not one record contained more information than I could get by searching google for free. I called the customer service line in hopes of getting a full refund, because the services offered were misrepresented. The representative told me that because I had used the service on a few names, that I would only receive 1/2 of my money back. I find this to be outrageously disappointing. The only reason why I did other searches was to see if the website had any information right, and I was sorely disappointed. I even reported the misinformation on one of the people I searched for.

Desired Settlement: I would like the remaining charges to be refunded to the credit card provided to instantcheckmate.com immediately.

Business Response:

June 25, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case #
********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Ms.
***** ******* **** ****, submitted on June 24, 2014.

Our records show that, on June 24, 2014, Ms. **** accessed Instant Checkmate’s website,
www.instantcheckmate.com, and enrolled in Instant Checkmate’s one month membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use.  Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms.  Specifically, the Terms of Use describe: 
Standard Membership Plans
Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.
For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel. 
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### twenty-four hours a day (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.
We regret that Ms. Anderson was not satisfied with our services. On June 24, 2014, Ms. **** contacted Instant Checkmate to cancel her membership and was issued a partial refund in the amount of $11.43. As a gesture of goodwill, we have issued an additional refund to Ms. **** in the amount of $11.43, for a total refund of $22.86, which represents a full refund of the total amount paid by Ms. ****. Ms. **** will not incur any future charges from Instant Checkmate. 
 
If you have any further questions or concerns, please contact our Customer Support Team at ###-###-#### or via e-mail at: support@instantcheckmate.com. We are available 7 days a week, 24 hours a day to assist you.
 
Kind Regards,
Customer Support
Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The background check this service purports to offer is meaningless. There is no information available beyond what you can find on whitepages com and less than the simplest google search. The offer to provide any information beyond mere basics is misleading and deceptive. The premise that is you pay more you will get more is a trap. Even having gone over to the monthly search rate, that I don't recall being clear, gives you nothing more and you need to pay ever more to get anything (assuming there even is any information to get). I tried to search 10 people and the results were the same -- nothing. When I complained I got a 50% rebate of the $30 charged. So it is still a goldmine and a license to steal. The most obvious information was not available. The defense is that different state allow/don't allow information. Apparently this doesn't stop google. And, if true, they should publish those states for which no information will be available.

Desired Settlement: I want a complete refund. I don't like to be defrauded or having my pocket picked by those who do it with intent. This is a scam. From their own words they know what states won't allow information to be shared but they cover that knowledge with some vague, generic disclaimer as a cover to trick people into thinking they will get something of value when Instant Checkmate knows upfront they won't.

Business Response:

June 24, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******,

This email is in response to the consumer complaint from **** *** ****** on June 24, 2014. 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record". 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that Ms. ****** was not satisfied with our services Ms. ******’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $22.86, which is the total amount that Ms. ****** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ****** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

 

Sincerely,

 

Customer Support

Instant Checkmate

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently was alerted that there had been a negative change to my credit reports. I discovered that I had a past due notice on a credit card account that I have not used in years. I called Bank of America and discovered that Instant Checkmate has been deducting $29.63 monthly from a checking account that I have not used in over a year. This was apparently set up using an ATM card linked to the checking account. Because I had overdraft protection on the checking account with the linked credit card, my credit card was charged after the checking account was emptied. I had left less than $300 in the Bank of America checking as I switched to another bank and was not using the Bank of america accounts. Because i was not using either the ATM,checking or credit card with Bank of America, i did not check on-line statements. B of A conference called Instant Checkmate whose representative, literally, GLEEFULLY told me that I had signed up for a an instant credit check on an individual and the charge was one dollar. The representative then gleefully told me that in additon to the introductory $1 check of the individual, I had agreed to an automatic monthly charge and to cancel it I was required to telephone the company. Initially I thought all of this was fraud or stolen identity. I now remember requesting a backgroung check of one individual. However I have never used this company since . In addition, I do not know why I would have given my ATM/checking Information on line. I always use an Amreican Express Card for any on-line activity. I suspect that Instant Checkmate did not accept american express as this is the only reason I would not have used it.

Desired Settlement: I have several desired outcomes. First I would like a refund for all but the initial $1 charge as I have never used the company after the initial inquiry. The company can verify that I have not used it. This would amount to $325.93 and does not include late charges and fees that I need to pay to Bank of America. All told, that is going to cost me close to $200.00. Second I feel their advertising is extremely misleading regarding cost and terms. I am an experienced on line user. In fact I am or have been signed up for quite a few automatic charges or renewals with the clear knowledge that this is what I have agreed to. There is no way I would have agreed to this monthly charge requiring an action by me to cancel if it was clear that this action was required. I feel this company is "swindling" me with their "only 1$" credit check to hook you in . I am sure this has happened to many others. So I think thier advertising terms need to change and make transparent. Third, I just want the BBB to know that Instant checkmate's on line check of the individual provided no information that I did not already have.

Business Response:

June 27, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re: BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from Ms. ***** D. *****, submitted on June 22, 2014.

Our records show that on June 30, 2013, Ms. ***** accessed Instant Checkmate’s website, www.instantcheckmate.com, and enrolled in Instant Checkmate’s trial membership program by entering her personal information, entering her credit card information, and agreeing to Instant Checkmate’s Terms of Use. Instant Checkmate’s Terms of Use, like the Billing Details and Frequently Asked Questions also prominently displayed on the website, fully and conspicuously explain Instant Checkmate’s billing terms. Specifically, the Terms of Use describe: 
For a $1.00 Trial Membership, If You selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel.
You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 twenty-four hours a day seven days a week (holiday hours vary) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff twenty-four hours a day seven days a week (holiday hours vary), and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.
We apologize that Ms. ***** was not satisfied with our services. On June 9, 2014, Ms. ***** contacted Instant Checkmate to cancel her membership and was issued a partial refund in the amount of $88.89 (3 monthly membership charges of $29.63). As a gesture of goodwill, Ms. ***** has now been issued an additional refund in the amount of $237.04 (8 monthly membership charges of $29.63), which represents a full refund in the amount of $325.93. The full refund will be credited back to the card that Ms. ***** used when she enrolled in our services, please allow 3 to 5 business days for the refund to reflect on the account. Ms. ***** will not incur any further charges from Instant Checkmate.
 
Instant Checkmate apologizes for any inconveniences Ms. ***** has experienced. She has been provided a full refund and since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

Sincerely,

******** *******
Customer Support
Instant Checkmate

Consumer Response:

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,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for their service, only had it for maybe an hour, because the information they had was ridiculous it amounted to nothing, then they wanted more money "for premium services" which wait I thought that's what I just bought by paying. They then like so many others I now see, refuse to honor their 100% satisfaction Guarantee since they don't really want to back it up. The "background checks" were bogus and while they say everything may not be there, there was NOTHING there. I can find out more information from looking at my social profile. On top of that the Customer Service representative was RUDE I asked politely several times to speak with the supervisor she refused to let me speak to them, that she would speak to them herself and then kept interrupting me and saying "hello" in an interuptive sarcastic way. I am extremely dissatisfied and will not purchase another product from them.

Desired Settlement: I want my entire money back not half.

Business Response:

June 21, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from ******** ****** on June 20, 2014.


Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record."  
8) Disclaimer of Warranties.
a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.
b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.
c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.
d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.
e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ****** was not satisfied with our services Ms. Haines’ account has been cancelled, and she will not incur any future charges. She has been honored a refund of $22.86, which is the total amount that Ms. ****** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process. 


Instant Checkmate apologizes for any confusion Ms. ****** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.


Sincerely,

Customer Support
Instant Checkmate
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought what I thought was a single background check. Instead, this company has billed my credit card a monthly fee of over $20 for about eight months. They did not make clear that this was a subscription, and not a single charge for a specific inquiry.

Desired Settlement: I want to pay ONLY for the single inquiry I made and get a refund for all the months I was being billed without my knowing consent. I would also want for this company to stop its shady and confusing sales pitch, as I see I am one of MANY who were misled by this company's website. As I canceled my prior credit card, and do NOT wish to provide this company with my new account #, I would like a refund check in the mail for the months I was being automatically billed. Thanks ********** ******** ****

Business Response:

June 21, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******, 

This email is in response to the consumer complaint from ********** ******** **** on June 20, 2014.

Our records show that on August 8, 2013, Ms. **** enrolled in the Instant Checkmate monthly membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. **** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

 

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ###-###-#### between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Ms. **** was not satisfied with our services. Ms. **** has been honored a refund in the amount of $228.60, which is the full amount we are able to refund. Ms. ****’s Instant Checkmate account has been cancelled, and she will not incur any further charges. 

Instant Checkmate apologizes for any confusion Ms. **** encountered regarding our policies and billing plan.  She has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.


Sincerely,

 

Customer Support

Instant Checkmate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: this company was supposed to provide background info on an individual. arrest record, background check etc. did not provide anything but a birthdate and astrological sign! completely fraudulant and phony

Desired Settlement: I want my money refunded in full.

Business Response:

June 21, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******, 

This email is in response to the consumer complaint from ***** *** ******* on June 20, 2014.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that ***** was not satisfied with our services. *****’s account has been cancelled, and will not incur any future charges. ***** has been honored a refund of $22.86, which is the total amount that ***** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion ***** ******* encountered regarding our policies.  Since the concerns mentioned in the complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

  

Sincerely,

 

Customer Support

Instant Checkmate

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I requested a report on myself and it was loaded with incorrect information such as: Had my daughter listed as my spouse; had me living at 5 or 6 addresses that I have not heard of; horoscope (minor) was incorrect; reported ex husband's activity under my son's name; reported me as married and I was divorced 12 years ago....at that point I quit reading the report as I was quite angry that other people will pay money, as I did, to receive a report full of bad information. This information could be used against me and it is incorrect. I called them to request removal and a refund and I was advised that they could not find my account and told me to call back later! That's not right! Product_Or_Service: Background Report

Desired Settlement: DesiredSettlementID: Refund Please credit the Visa that I purchased with. I would also like an avenue to punish them legally for erroneous information as that is defamation of character. If the information is not verified it should not be published in a public forum!

Business Response:

June 21, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******,

This email is in response to the consumer complaint from ***** R. ******** on June 20, 2014.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ******** was not satisfied with our services Ms. ********’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $24.85, which is the total amount that Ms. ******** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ******** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.


Sincerely,

 

Customer Support

Instant Checkmate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB, I needed a criminal background check on myself for employment purposes, and sought the services of instantcheckmate.com. I paid the fee of $22.86 plus $1.99 to be able to download the report as a PDF, but they did not provide me with a background check, nor was I able to download anything as a PDF. I have written quite a few emails to them, asking for a refund, but they said that I need to call. I informed them that I am currently living in China, so I need to have this handled via email. They responded that they would have to ask many questions, and that a phone call is the only way. I asked them to go ahead and ask the questions, and that I could answer by email if possible, however, I never heard from them again. Every time I sent an email I also made sure to include specific instructions for a refund AND to never bill me in the future again, as I DO NOT want a membership of any kind. When I checked my bank statement, I have realized that they have never refunded the money, and they have also billed me again the following month. I am not sure why they keep taking my money, since they have not provided the services due. In addition, I have specifically told them to never bill me again many times, but they have blatantly disregarded my requests, and have displayed an indifferent attitude to my concerns. Please help!

Desired Settlement: I want a refund of the initial $22.86, plus $1.99 for PDFs, and the subsequent $22.86 that was billed the next month for absolutely nothing. That is a total of $47.71. I also NEVER WANT TO BE CHARGED BY THEM EVER AGAIN. I DO NOT WANT A MEMBERSHIP WITH THIS COMPANY, AND I ABSOLUTELY FORBID ANY FUTURE "PAYMENTS". I DO NOT AUTHORIZE ANY FUTURE PAYMENTS OF ANY KIND TO THIS COMPANY.

Business Response:

June 17, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ******,

 

This email is in response to the consumer complaint from Ms. ********* ******** dated June 16, 2014; reference # ********. 

We have received the complaint via the Better Business Bureau regarding the cancellation of ********* ********’s account with Instant Checkmate. 

After further investigation, we were unable to locate any potential accounts with the information provided in the complaint received. The e-mail address ************************ is not in our system matching an account. Please provide the email address used to create the account, as well as the first 4 and last 4 numbers off the card being charged, as a response through the BBB so that we can proceed with resolving this matter.  

Instant Checkmate apologizes for any confusion that may have been encountered regarding our policies and billing plan. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.  

Sincerely,

 

Customer Support

Instant Checkmate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hello,
     I just want to apologize in advance if I did this wrong. I am happy to hear that Instant Checkmate has responded in such a timely manner, and seems to be cooperating. I was just afraid that if I chose "accept business response" it would close the case, which is not fully resolved as of yet. I merely wanted to accept their first step and reply with the necessary information without closing the case. 
     The email account linked with Instant Checkmate is **********@gmail.com. The first four digits of the credit card are 4815, and the last four digits are ****. Please issue me a full refund of $47.71, and never ever ever bill this credit card again. Thank you.

Regards,

********* ********

Business Response:

June 19, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from Ms. ********* ******** on June 17, 2014.
 
Instant Checkmate apologizes for any confusion encountered regarding our services. As it states in our Disclaimer, which is located at the bottom of each page on our site, the information we provide may not be used to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.
 
After verifying in our system, we have been unable to locate any cancellation requests from the following email addresses: ************************ or **********@gmail.com.
 
Despite the previously mentioned stipulations, we understand that our customer was not satisfied. We have received authorization to grant a full refund of $47.71. Please allow 3 to 5 business days for the refund to post back to the customer’s account. Effective immediately, the account has been cancelled; the date of last bill was May 25, 2014, the customer will incur no further charges.
 
Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.
 
 
Sincerely,
Customer Support
Instant Checkmate

Consumer Response:

Better Business Bureau:

Just to clarify, I was not confused about the services provided. My complaint against the company was that it did not provide any of its services, but went ahead and billed me. I never got a report, let alone a PDF file of it. I have saved the emails in which I requested my money back, all of which include specific instructions to never bill me again in the future either. If the BBB or Instant Checkmate would like to see them, I would be happy to provide copies of them. My other complaint was that they billed me a month later, totally without my authorization and once again, without having provided any actual services. The whole time they kept saying that they could not find an account associated with my email address. I don't understand, then, how can you bill someone for a nonexistent account? Also, they said they never received any email complaints from me. How is it that they can never find anything related to my account to resolve the issue, but they have no problem finding unauthorized access to my bank account? It seems that it would behoove Instant Checkmate to adopt some honesty when dealing with their customers, especially in light of the fact that their company is providing it's services based on the fact that dishonesty is rampant in society these days. Nonetheless, I want to confirm that I have received the full refund, and am happy with this final result. The company has also stated in writing to the BBB that they will never bill me again in the future. I consider complaint ID ******** resolved.

Thank you, Instant Checkmate, for your cooperation with the BBB and with me to finally resolve this issue. 

 

 

Regards,

********* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 15, I ordered a month's contract with Instant Checkmate online for unlimited searches that were supposed to deliver comprehensive arrest and traffic records, contact information, address and address history, marriage and divorce records, professional licenses, online social history. The search found only a current address (which I already knew and I had entered the city and state in the search field anyway). It found 4 sex offenders in the current address area (could care less and was not listed in the advertising on the main page). It did not find even traffic citations that I knew should be there, did not find a professional license even though I know the person searched has one, did not find marriage or divorce information although he has been married and divorced twice (found it on the internet without this service), did not find Internet social history even though I know the person has a Facebook account, did not find a current phone number or even a birth date. Information about other persons with the same name but in different states was retrieved having nothing to do with the person searched. So just out of curiosity I searched for myself. It gave only my address, birthdate and 4 relatives, one of whom is deceased and has been for 16 years. It did not find my professional licenses (RN and APRN), even though I can search for and retrieve this info free on the Internet. It also did not find my DEA license but was specifically mentioned in the report as not found! There was none of my marriage or divorce information found. It did not find my Facebook account even though that is easily found free on the Internet also. So quite obviously they did not deliver what they promised. This just seems to be a money collecting site that doesn't deliver the service promised. They charged me $22.86 for the month's membership and there was nothing on the order page stating that this is a recurring monthly fee. It is on another web page and you have to be looking for it. It should be noted on the order page. Then when the original search did not come up with any information promised (other than the address which I already knew), a pop-up advised me to upgrade to a "premium account" for another $19.99. It was supposed to find more in-depth information including criminal records that was already stated to be included in the monthly membership fee. I clicked to pay that fee but the report from that fee was no different from the first and still did not deliver any information other than address. To get a pdf report, you were asked to pay an additional $1.99, which I paid but could never download the pdf using 3 different browsers, Safari, Firefox and Chrome. It just brought up an error message. So they charged me a total of $44.84 but never delivered anything that was promised. I discovered the hidden recurring fee issue, called the support number listed and asked for the membership to be canceled and for all fees to be reversed. The operator stated that he canceled the membership but adamantly refused to reverse the fees even after verifying that no information was found other than address and sex offenders in the address area (and even though I advised him that I could have found much of this information free by Google search but they couldn't even bring that much up). So I believe they are guilty of false advertising and non-delivery of services ordered. in addition important information is not prominently displayed (recurring fee), and there are multiple hidden fees. I would like to have the charges reversed by this company in the amount of $44.84 (already charged to my card and my bank was unable to reverse).

Desired Settlement: Refund of payments totaling $44.84.

Business Response:

June 20, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from Ms. ******** ********* ******, submitted on June 17, 2014.
 
InstantCheckmate.com compiles reports from millions of public records, including information provided by state and local governments.  All of the information contained in our reports is part of what is referred to as "public record."  As the terms of use below, which have been pulled directly from InstantCheckmate.com, state:
 
Disclaimer of Warranties.
a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.
b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.
c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.
d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.
e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

Despite the previously mentioned stipulations, we understand that our customer was not satisfied. We have received authorization to grant a full refund of $44.84. Please allow 3 to 5 business days for the refund to post back to the customer’s account. Effective immediately, the account has been cancelled; the date of the last charge was June 15, 2014, the customer will incur no further charges.

Since the concerns mentioned in Ms. Sotler’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.
 
Sincerely,
Customer Support
Instant Checkmate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to their website and it said free 5 day trial period. I entered my credit card information, used their service, and canceled my membership the next day. They then charged my card $1.99 and $1.00. After I saw the charge to my card I called them and asked for a refund which they did provide but also told me that I miss read their web page. they said the $1.99 was for a pdf download and that the $1.00 was a membership fee. Neither of these things where mentioned and an invoice and receipt was not provided. This feels like a scam and I am reporting it to you in the hope that others will be warned. Blindly charging a consumer feels illegal and should be handled as such.

Desired Settlement: Before any charges are made to a consumer an invoice should be supplied and a confirmation should be required for extra charges. The company should do things like amazon.com which gives you a cart and asks you to confirm the transaction before any charges are made.

Business Response:

June 21, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******,

This email is in response to the consumer complaint from **** ****** on June 20, 2014.

Our records show on April 3, 2014, Mr. ****** enrolled in the Instant Checkmate $1.00 Trial membership program by entering his personal information and credit card information.  In order to complete the enrollment process, Mr. ****** had to check a box to agree to Instant Checkmate's Terms and Conditions.  Instant Checkmate's Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

 

$1.00 Trial Membership

 

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $22.86 immediately and $22.86 every month thereafter, unless you cancel.

                               

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.

 

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST seven days a week, or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

 

According to our records, Mr. ****** called in to inquire about the charges that were incurred on June 18, 2014. The charges were then explained to him and were also refunded in the amount of $2.99. We are sorry to hear that Mr. ****** was not satisfied with our services. Mr. ******'s Instant Checkmate account has been cancelled and refunded, and he will not incur any further charges.

Instant Checkmate apologizes for any confusion Mr. ****** encountered regarding our policies and billing plan.  Since he has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

 

Customer Support

Instant Checkmate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** ******


This is unsatisfactory.  Hiding a fee in a license agreement is an underhanded business practice because most people are not lawyers and can not understand all of the language of such documents.  This company is trying to be misleading intentionally and should be held accountable.  When they say a 5 day free trial it should be a 5 day free trial.  NO HIDDEN FEES!!!  They are falsely advertising and that is illegal.

Business Response:

June 23, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******,

This email is in response to the consumer complaint from Mr. **** ****** that was submitted on June 23, 2014.

We apologize that Mr. **** ****** did not find the resolution we provided as satisfactory.  Unfortunately, we do not offer a free trial or membership on Instantcheckmate.com.  When a user is prompt with the option of choosing the 5 Day Trial, it clearly states that this trial membership costs $1.  When a user selects the 5 Day Trial option, it is a requirement that the user must provide credit card information before proceeding, and the following billing details are clearly displayed:


Billing Details
*Your five day $1.00 trial lasts until (5 days from the day of sign up). If you would like to cancel before the trial ends, you may do so for any reason and you will not be charged again. Simply call ************** between 5am - 10pm Pacific Standard Time (7 days a week), PST to speak with one of our Customer Service Representatives. Otherwise, your trial membership will end on (5 days from the day of sign up), at which time you will be charged the standard monthly rate of $29.63. Your membership will automatically renew every 30 days thereafter until you cancel.

On the same page, the user is also required to click a box that states the user understands and agrees to the terms of use, limited license, and privacy policy.  If the user does not select this box, agreeing to the terms and conditions, the user will be unable to create an account with Instantcheckmate.com and will not be granted access to use our services.  The following information below, regarding the 5 Day Trial, is clearly stated in our Terms of Use:


b) $1.00 Trial Membership
If You selected a trial membership, You will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, You will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel. You may cancel at any time including during the trial period.

In regards to the $1.99 charge that Mr. **** ****** was charged, when a user selects the option to receive reports in the form of a PDF format, the following is clearly displayed:


To access PDF reports, a one ­time administrative fee of $1.99 will be charged to the credit card on file. You will be able to download unlimited PDF reports as long as you remain an active user.

According to our records, Mr. ****** called to inquire about the charges that were incurred on June 18, 2014. The charges were then explained to him and were also refunded in the amount of $2.99. We are sorry to hear that Mr. ****** was not satisfied with our services. Mr. ******'s Instant Checkmate account has been cancelled and refunded, and he will not incur any further charges.

Instant Checkmate apologizes for any confusion Mr. ****** encountered regarding our policies and billing plan.  Since he has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support
Instant Checkmate

Consumer Response:

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,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had found check-mate to do a search of an individual. The information stated that I would receive information concerning marriage/divorce, bankruptcy, outstanding litigation, etc. I was in agreement with this for the price. When I received the report, I received the persons name, address and family members. The same thing I could get for free any day of the week. I was then told that I would need to pay an addition $20 for the premium report. I thought this was the 22.95 was for. I called and was told them that I was disappointed in the service (within 15 minutes of ordering), and wanted to cancel. They would only offer to cancel future billings but not this one. At best, this is deceptive and a scam. I would have been happy to pay the agreed 22.85 for all the information I thought I was getting. THe information they provided was nothing more that a white page listing.

Desired Settlement: Please refund my charge of 22.85.

Business Response:

June 17, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ******,

 

This email is in response to the consumer complaint from Ms. ******** *******, dated June 15, 2014; reference number # ********

 

 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that Ms. ******* was not satisfied with our services. Ms. *******’s account has been cancelled, and she will not incur any future charges. She has been honored a full refund to her account, totaling $22.86. She has been refunded $22.86 for the initial membership fee, which was the only fee incurred by Ms. *******. Please allow 3-7 business days for this refund to process.

 

 

Instant Checkmate apologizes for any confusion Ms. ******* encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

 

 

Sincerely,

 

Customer Support

Instant Checkmate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The advertising is completely false and inaccurate. I was expecting a thorough report and I got less than what I could find for free!!! (They didn't even have the birth date!) This info is very outdated by at least 4 years!!! I am very displeased and demand a refund. I signed up and in 2 minutes knew this was a scam, shame on you for running your business this way, no one should ever have to be deceived into buying a product that doesn't represent more than what you can find for free. I will be reporting you to BBB. I expect my refund promptly, your fine print is vague and bs. Thank you!

Desired Settlement: full refund and for them to be more clear or take down their site if they can not provide accurate up to date info!!!

Business Response:

June 17, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case #********

 

 

Dear Ms. ******,

 

This email is in response to the consumer complaint from Ms. ****** ********* dated June 15, 2014; reference  #********.

 

We have received the complaint via the Better Business Bureau regarding the cancellation of ****** *********’s account with Instant Checkmate.

 

After further investigation, we were unable to locate any potential accounts with the information provided in the complaint received. The e-mail address*************23@gmail.com is not in our system matching an account. Please provide the email address used to create the account, as well as the first 4 and last 4 numbers off the card being charged, as a response through the BBB so that we can proceed with resolving this matter.

 

 

Instant Checkmate apologizes for any confusion that may have been encountered regarding our policies and billing plan. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

 

 

Sincerely,

 

Customer Support

Instant Checkmate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was under the impression that this was a free service and that I would be getting advanced background check information. After entering in all the information I was looking for I was given the payment screen. I didn't have a problem paying for the service, but I found out that it was a monthly payment and that I could cancel the service if I wanted after paying for the one month. I searched and searched the site and was not able to find a way in which to cancel the service. In addition to this what I ended up buying was not much more than a basic conglomeration of information that I could find on individuals with free services. The advertisement gave the impression that I would have arrest records, traffic tickets, and other related information on individuals that I needed. I come to find out that if I wanted the more detailed information that there was an additional monthly fee which was not made very clear by the ads put out by the company. I am very unhappy and feel cheated out of my money.

Desired Settlement: I would like the company to refund the initial payment and close my account and cease any further charges for their service. PayPal Transaction ID: ***************** Amount: 22.86

Business Response:

June 21, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******* 

This email is in response to the consumer complaint from Sean ******** on June 20, 2014. 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that Mr. ******** was not satisfied with our services Mr. ********account has been cancelled, and he will not incur any future charges. He has been honored a refund of $22.86, which is the total amount that Mr. ******** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Mr. ******** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

Sincerely,

 

Customer Support

Instant Checkmate

 

Consumer Response:

 

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,

**** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: While nothing can be done to remedy the barrage of advertising this company does, the advertising is false as it says it contains up-to-date information regarding background checks on individuals. I did a background check on someone that I do know and know that their information, ie, phone, email, criminal history, divorce records, birth records, etc., is available free online. This service not only did not include ANY of that information, it tried to make me pay for "premium" results to get that information. Every time I looked for basic information, it tried to make me pay for it. As far as I could tell, there wasn't any information you could get from this service that they weren't going to try to make me pay extra for over and over again. I feel that even though I had read the disclaimers, this service was falsely advertised. Also, I ordered (for another charge, of course) the pdf versions of my reports, that service wasn't available AFTER I paid. Then, when I tried to cancel and complain about my results, the only options were to continue the service at over $60 but not continue paying recurring charges OR get 1/2 of my entire charge refunded but they would cancel access to their site, though I paid 6 months, immediately. So I was refunded the $1.99 charge for the pdf but still charged over $40 for a 6 month service I no longer have access to. All within 10 minutes of signing up. And as far as any information I could have received as benefit from signing in to their service, I got absolutely nothing.

Desired Settlement: I would like a refund of my FULL amount paid. If that's not possible, I would like other people to be warned of ever using this service. It is a scam of very high magnitude.

Business Response:

June 17, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear *** *******  

This email is in response to the consumer complaint from *** **** ****, dated April 4, 2014; reference number # ********  

 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that Ms. **** was not satisfied with our services. Ms. ****’s account has been cancelled, and she will not incur any future charges. She has been honored a full refund to her account, totaling $81.14. She has been refunded $59.16 for the initial membership fee, $19.99 for the Premium Report Upgrade fee, and $1.99 for the PDF Upgrade fee. Please allow 3-7 business days for these refunds to process.

 

 

Instant Checkmate apologizes for any confusion Ms. **** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

 

Sincerely,

 

Customer Support

Instant Checkmate

 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******7, 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,

**** ***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Responded to advertising about the "no hidden fee" service. Needed updated background check information on a family member. Information provided had no phone number, only an address that I had already. Then the "Criminal Record" portion requires an additional fee. So much for "no hidden fees"! My family member is a convicted felon that has spent more than 9 of the last 14 years locked in various penal institutions around the state. The information that was provided showed a dismissed trespassing charge from 1997. I paid $19.95 extra for this? I would like my sign up fee and the additional monies for the criminal background refunded. Product_Or_Service: background check

Desired Settlement: DesiredSettlementID: Refund Refund of all fees

Business Response:

June 12, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******, 

This email is in response to the consumer complaint from ***** ******* on June 11, 2014. 

Our records show on May 19, 2014, Ms. ******* chose the option to purchase a Premium Upgrade. In order to complete the process, Ms. ******* had to agree to the $19.99 charge by selecting “Continue, yes I want the premium report” button at the bottom of the page. The option to cancel and avoid purchasing the Premium Upgrade is also available on the opposite side of the continue button.

The information of the Premium Reports May include:

  • Civil Judgments      
  • Old Phone Numbers   
  • Foreclosures
  • Corporate Affiliations  
  • Email Addresses  
  •  Issued SSN
  • Water Crafts Owned
  • UCC Filings
  • Phone Numbers
  • Properties Owned
  • Voter Registration
  • Florida Accidents         
  • Professional Licenses
  • Hunting/Fishing Permits
  • Weapons Permits         
  • Aircraft Owned
  • Sexual Offenses
  • Neighbors
  • Business Associates  
  • And Much More!

 

 

A One time Charge of $19.99 will be applied to the credit card on file. You will have access to the available premium data on the PERSON searched as soon as you click the “Continue” button. You will be able to view this data as long as you are an active member.

 

Instantcheckmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

Disclaimer of Warranties.

A) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

B) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE    ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

C) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

D) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE   THE UNITED STATES.

E) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that Ms. ******* was not satisfied with our services. Ms. *******’s account has been cancelled and she will not incur any future charges. She has been refunded $42.85. Please allow 3-7 business days for this refund to process. 

Instant Checkmate apologizes for any confusion Ms. ******* encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

 

 

Sincerely,

Customer Support

Instant Checkmate

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Instant Checkmate claims to be able to find out information about any person to whom you wish to check out for their criminal records, marriage etc. When I searched myself, daughter and son in law the information that is public for example marriages, divorce etc. was not available. In the 4 searches I did, the website told me they were updating the records to check back later. I called customer service to cancel and ask for a refund. I questioned the records I was searching for not being available and it was told that not all records could be located depending on the state/county etc. This is telling me that have advertised falsely. They did not provide a refund and stated I have a month to use the website. Why use the service if the information is not available

Desired Settlement: I wish to get a refund on the monthly fee and $1.99 additional that they charge to get reports in PDF.

Business Response:

June 13, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******,

This email is in response to the consumer complaint from ******* D. ***** on June 13, 2014.

Our records show that on June 12, 2014, Ms. ***** enrolled in the Instant Checkmate monthly membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ***** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information: 

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Ms. ***** was not satisfied with our services. Ms. ***** has been honored a refund in the amount of $24.85, which is the full amount that she paid for the services. Ms. *****’s Instant Checkmate account has been cancelled, and she will not incur any further charges.

Instant Checkmate apologizes for any confusion Ms. ***** encountered regarding our policies and billing plan.  She has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

Sincerely, 

Customer Support

Instant Checkmate 

Consumer Response:

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,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined to be able to look up information on some people. I am aware that they don't provide ALL information but I did expect to atleast get accurate information, when I called to question some of the information I was told to go further into the search and it should clarifiy, well thats okay but to go further you have to pay more to get a premium membership which I didn't want to do because I thought I would get correct information with the regular membership. I went ahead and ran a check on myself and to my surprise, most of the information was incorrect and there is NO way to correct this. I have no idea where they get information but they need to do more research before they put it out for everybody to see. Anyway I joined yesterday and called first thing this morning to cancel and was told they would cancel and send me a e-mail confirmation, which I haven't received yet. I requested a refund since I wasn;t happy with the results and the person I spoke with (*******) told me they don't give refunds, but he would cancel so that no more charges were put on my card. I would really like a refund since I only used the site for like an hour and knew it wasn't going to be what I needed (and not my fault) due to the way they word their advertisement. I think that they should be investigated for inaccurate advertiseing atleast. And now I am afraid that they will sell my e-mail so I will have to deal with that hassel also. Anyway to make a long story short, they misrepresent what they do and I would like a refund, which any other company would do, in my circumstances.

Desired Settlement: I think they should refund to my credit card or just send me a check, either way would be great.

Business Response:

June 14, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******, 

This email is in response to the consumer complaint from ***** L. ****** on June 14, 2014. 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that Ms. ****** was not satisfied with our services Ms. ******account has been cancelled, and she will not incur any future charges. She has been honored a refund of $22.86, which is the total amount that Ms. ****** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ****** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.


Sincerely, 

Customer Support

Instant Checkmate

Consumer Response:

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.  The only thing I have to add is that if the refund isn't issued as stated I can/will reopen the complaint.  The response doesn't state how Instant Checkmate intend on refunding so I am concerned about that, but will check with them in a couple of days.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Instant Checkmate website advertises that it provides complete background checks and information about any individual you are looking to find out about. After you type in all the information, they ask you to subscribe to their service before they will provide the information because they claim it is expensive. Not a problem. So you pay $22.50 and get your subscription. When you do a search and type in a name, all you get back is the name of the person. No information at all. False advertising. If they are not allowed to provide private information, they should not be advertising that they can provide it, and then give you NOTHING. Total rip off.

Desired Settlement: Refund full amount of subscription. Cancel subscription

Business Response:

June 10, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ******** 

Dear Ms. ********* ******, 

This email is in response to the consumer complaint from ******** ** ****** dated on June 9, 2014. 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ****** was not satisfied with our services Ms. ******’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $22.86, which is the total amount that Ms. ****** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process. 

Instant Checkmate apologizes for any confusion Ms. ****** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

Sincerely,

 

Customer Support

Instant Checkmate


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The Checkmate business web site offered a $1 fee for a 5 day trial for their services, along with standard monthly fees. Upon opening the site, there was no option for the trial basis, only monthly fees starting with month one for $22. I selected that month thinking that if I was dissatisfied, I could call within the 5 day period, and the trial fee would be in effect. After looking at the search data that had huge, no-data-available gaps, the little data offered was totally useless for my purpose. My astrological star sign was even incorrect! I called the company and the agent told me the $1 trial option came up only randomly on the site. (Really?) When I expressed concern, she spoke to the supervisor and he agreed to refund half ($11) of the monthly fee, which was better than owing the entire amt. But I still feel that I was hood-winked by false advertising. If there is indeed a "random" popup on the option choice, it should be so clarified on the introductory web site.

Desired Settlement: I think it would only be fair to refund the remaining fee of $11 for the month charged.

Business Response:

June 9, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ******,

This email is in response to the consumer complaint from Mr. ****** ******* dated June 8, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Mr. ******* was not satisfied with our services. Mr. ******* account has been cancelled, and he will not incur any future charges. He has been honored a full refund in the amount of $24.85 ($22.86+$1.99), which is the total amount that Mr. ******* has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Mr. ******* encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

Sincerely,

 

Customer Support

Instant Checkmate

Consumer Response:

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,

****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I found a site that advertised you could do searches for people to and it would provide addresses, phone numbers, marriage and divorce information, criminal records etc. etc. I have been trying to locate my ex husband to notify him of an illness in the family. I did a search on him and it came up that there is a charge. They offered 3 packages and I selected the one that said unlimited searches for $9.86 a month for 6 months. I used PayPal to pay for it and they charged all 6 payments at one time for a charge of $59.16. Then it said if I wanted to print the report I would need to have it created in pdf format and it was 1.99. So I did that but it never did create a pdf file. I looked at the report and there was really nothing there not even an age or birth date to confirm I had found the right person. Then it came up that if I didn't find the information I was looking for I needed to go thru there premium plan which was another 19.99 per report. Then it was if I needed help finding phone numbers it was another $1.99. At this point I was sure I was dealing with a scam. I called the customer support for the company and told the young woman how dissatisfied I was and that I had only had the account for 10 to 15 minutes and I would like for her to cancel my account and refund my money. She said the best she could do was to refund 50% of my money and I would still have unlimited services for the next 6 months. I told her I would prefer she cancel my account and refund my money. She again said she could refund 50% if I gave her the card number the refund was being made to. I told her since my payment was made through PayPal I didn't believe I needed to do that but if she would hold on I would get the card. She said never mind she already had it. Their site says 100% satisfaction guaranteed. Well I'm not satisfied. .

Desired Settlement: I would love to have my money refunded and in the best of all worlds see this site taken dow n so they can't con or scam anyone else.

Business Response:

June 6, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******,

This email is in response to the consumer complaint from ****** **** ***** on June 5, 2014.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ***** was not satisfied with our services Ms. *****’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $61.15, which is the total amount that Ms. ***** had paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ***** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

Consumer Response:

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,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 1 month subscription and they have been billing me every month. I contacted the company and was told that the terms of service state they will bill monthly for a subscription if you don't call to cancel. Why would they advertise it as a 1 month subscription and then charge you monthly. 1 month means 1 month. It does not mean monthly. They should be advertising it as a monthly subscription not a 1 month subscription. This is very deceitful and fraudulent. The company is refusing to refund the money even though I never used the service except for the first day I signed up. Every recurrent payment they charged me needs to be refunded. They should be investigated and fined. I will be filing a complaint with the *** and consumer affairs for deceitful and fraudulent practices if this is not resolved. No wonder the *** fined them half a million dollars. Also, none if the information they claim is available in the report is even in the report. I could have found what they told me in the white pages for free. Another bait and switch on their part. They insinuate certain information is available for the person you search and then tell you nothing. Also, I did a search on myself and it says I'm ** years old. I'm in my ***s. So not only do they steal your money they also provide unverified information.

Desired Settlement: Refund all recurring payments to my paypal account.

Business Response:

June 6, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

 

Dear Ms. ********* ******* 

This email is in response to the consumer complaint from Ms. ******* ****** on June 5, 2014. 

Our records show that on April 24, 2014, Ms. ***** enrolled in the Instant Checkmate monthly membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ***** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information: 

The use of this website is subject to the following terms of use:

Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Ms. ****** was not satisfied with our services. Ms. ****** has been honored a refund in the amount of $45.72, which is the full amount that she paid for the services. Ms. ******’s Instant Checkmate account has been cancelled, and she will not incur any further charges.

Instant Checkmate apologizes for any confusion Ms. ****** encountered regarding our policies and billing plan.  She has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

 

Sincerely,

Customer Support

Instant Checkmate

Consumer Response:

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,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: CHKMATE*INSTANTCHECKMA *********** ** Says I signed for use, next several months I get charged for annual/monthly use on my credit card. Never knowingly signed up for this service. this company absolutely ripped me off. Very tricky people. Product_Or_Service: CHKMATE*INSTANTCHECKMA************* Order_Number: CHKMATE*INSTANTCHECK Account_Number: CHKMATE*INSTANTCHECK

Desired Settlement: Refund $22.86 x 6 payments = $137.16 total to be credited to my ******* *** credit card ending in *****

Business Response:

June 5, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ******** 

Dear Ms. *******

This email is in response to the consumer complaint from Mr. ***** ** ***** on May 31, 2014.

We do apologize for any confusion our services had brought him, some of our customers are under the impression that when you purchase a membership with our company you are paying for records; unfortunately, this is not the case, the service that is provided is actually the compiling of all the public records data and the sorting of the data into an easy to read format.

We get our information from local county courthouses and census bureaus. This information is then uploaded to the database that we pull from.  There is a possibility that some information may not show on any given individual due to local county laws restricting us from posting certain marriage and divorce or criminal records, for the same reason we post a Disclaimer on every page of our site stating:

We are unable to process your request to cancel your account with ************************ due to additional information needed. Unfortunately we were not able to locate any created account with the information you provided (your name or email). Please provide the e-mail address that was used to create the account or the first six and last four numbers of the card being charged for the account.

Instant Checkmate apologizes for any confusion Mr. ***** *. ***** encountered regarding our policies.  We will await for his response. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at *-*************

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Use of pop-up ads and PUPs

Desired Settlement: Discontinuation of their unethical business practices

Business Response:

June 1, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

 

Dear Ms. ******
This email is in response to the consumer complaint from Mr. ***** dated May 31, 2014 reference number # ********.

InstantCheckMate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record."  Unlike most of our competitors, InstantCheckMate.com allows our members to make informed decisions about the people in their lives on a budget. While most background check providers charge a per report fee, InstantCheckMate.com members have the ability to perform unlimited searches for a low monthly rate.

All information pertaining to our membership pricing is available in our Terms of Use, which is made accessible through a link on the bottom of each page of the website. Instant Checkmate does not make the claim that our services are free on any page of our website.

 Billing and Services

a) Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

·         For a standard 6-month membership, You will be billed $59.16 immediately upon purchase and $59.16 every 6 months thereafter, unless you cancel.

·         For a standard 3-month membership, You will be billed $44.58 immediately upon purchase and $44.58 every 3 months thereafter, unless you cancel.

·         For a standard 1-month membership, You will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.

If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate You selected.

b) $1.00 Trial Membership

If You selected a trial membership, You will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, You will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel. You may cancel at any time including during the trial period. See Section 1(d) below.

c) Nonstandard Membership Plans

Instant Checkmate sometimes offers promotional membership offers. If You enroll in a nonstandard membership, Instant Checkmate expressly reserves the right to bill You, at the rate and frequency disclosed at the time of You enroll.

d) Cancellation Policy

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel Your upcoming bill.

Instant Checkmate apologizes for any confusion Mr. ***** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely, 

Customer Support

Instant Checkmate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It is obvious from Instant Checkmate's response that they did not even bother to try to understand my complaint.  They seem to think that I signed up for their services and I most decidedly did not.  I'm reporting them for their pop-ups and malware, not any kind of services they're supposed to provide.  I continue to be annoyed by their advertisements, so the issue has definitely not been addressed.

Regards,

**** *****

Business Response:

June 6, 2014
 
Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********
 
Dear Ms. ********* ******,
 
This email is in response to the consumer complaint from Mr. **** ** ***** on June 1, 2014.
 
We do apologize for any confusion, it seems that your issue was not addressed properly. We would like to assist you with the Pop Ups mentioned on your initial complaint, if in fact they are linked to Instant Checkmate. We would like your cooperation on this matter, if you could please email screenshots of the Pop Ups and there links to ****************************, so we may try to pin point their origin.
 
Instant Checkmate apologizes for any misunderstanding we encountered with Mr. **** ** ***** with our correspondence.  We will await for his response. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.
 
 
Sincerely,
Customer Support
Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I REQUESTED A SINGLE SEARCH ON AN INDIVDUAL AND SOMEWHERE IN THE SIGN UP INSTACHECK SAID THERE WAS A MONTHLY SERVICE THAT WAS AUTOMATIC UNLESS CANCELED BY PHONE I NEVER AGREED TO A MONTHLY SERVICE OR ANYTHING OTHER THAN A SINGLE SEARCH. ALTHOUGH BILLED MONTHLY THE ACCOUNT WAS NEVER OPENED EXCEPT TODAY WHEN I NOTICED 8 MONTHS OF BILLINGS AND CANCELLED AND BLOCKED THEM FROM MY CREDIT CARD

Desired Settlement: CREDIT TO CREDIT CARD

Business Response:

June 10, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ********* ******, 

This email is in response to the consumer complaint from Mr. ***** ** ******** dated on June 9, 2014. 

Our records show that on August 16, 2013, Mr. ******** enrolled in the Instant Checkmate $1.00 Trial membership program by entering his personal information and credit card information.  In order to complete the enrollment process, Mr. ******** had to check a box to agree to Instant Checkmate's Terms and Conditions.  Instant Checkmate's Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use: 

$1.00 Trial Membership 

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel.                               

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST seven days a week, or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction. 

We are sorry to hear that Mr. ******** was not satisfied with our services. As a gesture of goodwill, Mr. ******** has been honored with a refund in the amount of $291.63, which is the total amount he paid for the services. Mr. ********’s Instant Checkmate account has been cancelled and he will not incur any further charges. 

Instant Checkmate apologizes for any confusion Mr. ******** encountered regarding our policies and billing plan.  Since he has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

Consumer Response:

Better Business Bureau:

CREDIT AS PER INSTACHECK BBB RESPONSE HAS BEEN ISSUED SO CASE IS COMPLETELY RESOLVED.
 
***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This site advertises its company on the white pages site as a background check site. They give you public records on the site then say pay to get a full report including arrest records ect then once you pay its the same info that the white pages give which is public then they say upgrade for aadditional charge of 19.99 but all they have is public info that can be obtained for free.

Desired Settlement: They give you half of your money back I want all of my money this site is misleading.

Business Response:

June 4, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ******** 

Dear Ms. ******, 

This email is in response to the consumer complaint from ******* *. ***** dated June 4, 2014.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. 

We are sorry to hear that Ms. ***** was not satisfied with our services Ms. *****’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $24.85, which is the total amount that Ms. ***** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ***** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am very disappointed in the bait and switch offered through the web offering on this background check service. ( ************************ ) I was able without much effort through ****** search to get far more than they sold me for $25 monthly service subscription. All meaningful "premium" information was only available at the end, after signing up and paying the $25 fee(listed as most popular option) for an additional $20. I'll just call the ** ******** ******** who prosecuted the individual on Monday. Found his information on their web page. The agent I spoke to was friendly and offered to cancel my subscription beginning next month. He had some hem and haw about how some data, especially the criminal records I was seeking was not legal for them to share in many states. He couldn't tell me if ** ***** was one of them. I did read the terms of the offer, they just left out what would have convinced to do otherwise; the fact I would learn nothing additional about this person other than he was a ***!!!!

Desired Settlement: I would like to hear from the company and have an explanation of why they feel they have a sustainable business model when they advertise no hidden fees. I am sure their agents are really busy cancelling their new subscriptions. I am not naive and am always leery of these types of services. Just a confirmation that it pays to just say no when solicited for internet services. Fool me once.....shame on you.

Business Response:

June 4, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. *******

This email is in response to the consumer complaint from Mr. ***** ****** ******** on June 4, 2014.

Our records show on May 31, 2014, Mr. ****** ******** chose to purchase a membership account with Instant Checkmate, we do apologize for any confusion our services had brought him, some of our customers are under the impression that when you purchase a membership with our company you are paying for records; unfortunately, this is not the case, the service that is provided is actually the compiling of all the public records data and the sorting of the data into an easy to read format.

We get our information from local county courthouses and census bureaus. This information is then uploaded to the database that we pull from.  There is a possibility that some information may not show on any given individual due to local county laws restricting us from posting certain marriage and divorce or criminal records, for the same reason we post a Disclaimer on every page of our site stating: 

You may not use our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require FCRA compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. (These terms have special meanings under the Fair Credit Reporting Act, 15 USC 1681 et seq., ("FCRA"), which are incorporated herein by reference.) The information available on our website may not be 100% accurate, complete, or up to date, so do not use it as a substitute for your own due diligence, especially if you have concerns about a person's criminal history. Instant Checkmate does not make any representation or warranty about the character or the integrity of the person, business, or entity about which you inquire, or the information available through our website.

The Premium Report is optional, and it may include the following: Civil Judgments, Old Phone Numbers, Foreclosures, Corporate Affiliations, Email Addresses,  Issued SSN, Water Crafts Owned, UCC Filings, Phone Numbers, Properties Owned, Voter Registration, Florida Accidents, Professional Licenses, Hunting/Fishing Permits, Weapons Permits, Aircraft Owned, Sexual Offenses, Neighbors, Business Associates And Much More!

A One time Charge will be applied to the credit card on file if the customer chooses to upgrade his standard report. We do not have hidden fees, we offer additional information that may be available to Mr. ***** ****** ******** search. 

We are sorry to hear that Mr. ***** ****** ******** was not satisfied with our services. Mr. ***** ****** ******** account has been cancelled and he will not incur any future charges. We will cancel his account immediately and a total refund of $24.85 will be processed, please allow 3-5 business days for this refund to process. 

Instant Checkmate apologizes for any confusion Mr. ***** ****** ******** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company baits potential customers with a $1.00 fee for a background check. The company's process includes the potential customer to provide personal information prior to providing the requested background check. At the end of the process, the company requests a one dollar contribution. Upon agreement of the contribution, without any prior advance notice, the company within it's Terms of Agreement state that a monthly fee will be accessed for the membership to the service. No prior notice of an extra monthly charge, no prior notice of 5 days rescind period and basically deceiving customers to sign Terms of Agreement based on a One dollar contribution. The service and the product is also below standard. Actually, the company doesn't tell you at any moment that there is going to be any charge at all till the very end, after one has spend a considerable amount of time waiting for their system to provide a substandard background check. They need to provide the consumer clear pricing information prior to the consumer providing personal information and prior to make the consumer spend their time for a product they don't even know its quality, and then force you to become a member in order to give you the product. Also they say they give you 5 days to cancel such membership to something you have nos seen yet what is it about. Five days is also substandard. It is an easy way to hook you up into paying an expensive monthly fee of 29.63 dollars. After my bad experience I saw a lot of complains about this company from costumers by searching the internet. This company´s practices are unethical. I called and they said after an argument that they will refund me only half of the month they charged me. They also refused my asking of having the specific amount they would refund in writing in a confirmation email they say they would send me.

Desired Settlement: I'm requesting a Full refund of my monthly fee.

Business Response:

June 4, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ******** 

Dear Ms. ******,

This email is in response to the consumer complaint from Ms. ****** ****** dated June 4, 2014.

We have received the complaint via the Better Business Bureau regarding the settlement of Ms. ******’s account with Instant Checkmate.

After further investigation, we were unable to locate any potential accounts with the information provided in the complaint received. The e-mail address ********************** is not in our system matching an account. Please provide the email address used to create the account, as well as the first 4 and last 4 numbers off the card being charged as a response through the BBB so that we can proceed with resolving this matter.

Instant Checkmate apologizes for any confusion that may have been encountered regarding our policies and billing plan. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: this service does not work at all! I did checks on well established people n it wrong every time! I have not got a true background check as of yet! if it worked,like they say then, it would be well worth the money! I feel ripped off!!!

Desired Settlement: I want my money back!

Business Response:

June 1, 2014 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

 

Dear Ms. *****,
This email is in response to the consumer complaint from Mr. ***** dated May 31, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Mr. ***** was not satisfied with our services Mr. *****’s account has been cancelled, and he will not incur any future charges. He has been honored a refund of $24.85, which is the total amount that Mr. ***** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Mr. ***** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

 

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Instant checkmate lists my full name as part of an advertisement for there services. The advertisement pops up when searching other background check sites that do not have my info. The info instant checkmate lists is not only incorrect, but defaming because it is not ACCURATE. Instant checkmate lists me has having a criminal record. It also list me as have a graphic background check alluding to violence. I have NO criminal record and never even received a speeding ticket. I have been out of work for months and feel that employers are searching my name/information and one of the too hits hosts instant checkmate's erroneous information. I have requested their removal of my information, but feel it may be too late as potential employers may have added me to blacklists or otherwise view me as unemployable currently and in the future. This type of gross invasion of privacy and defamation has real comsequences to individuals and their livelihood. I can only hope that steps are taken to rectify this issue.

Desired Settlement: I would like all of my information removed from all of their databases and affiliate databases immediately.

Business Response:

June 1, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. *****, 

This email is in response to the consumer complaint from Ms. ******* ******, dated May 31, 2014; reference # ********.

Instant Checkmate respects each individual's privacy and would be more than happy to accommodate your request.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

This e-mail is to inform you that the following information was removed from our website on May 30, 2014:                    

Name:

******* ******

 

Locations:

******* ****** ** *****

 

 

 

 

 

 

 

Please allow 72 hours for your information to be removed from our website.  We appreciate your patience regarding this matter.

Please contact our Customer Support Team at ************** 24 hours a day, 7 days a week or through e-mail at: **************************** if you have questions or concerns. 

Instant Checkmate apologizes for any confusion Ms. ******* ****** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Apparently, myself or my significant other, did a reverse phone look up with this service (Instant Checkmate). Obviously, giving a card number over the internet was pretty dumb. But I've been getting charged $25.81 a month for the last eight months. $206 down the drain. I feel pretty stupid. First of all for falling for this junk, but mostly for not getting to the bottom of this mess sooner. $206 goes a long way in my family. As I am sure it does for everyone else here. Look for a 20 or so dollar charge in your checking account followed by this number: Chkmate*instantc*********** usually followed by a state abbreviation. Call that number and cancel immediately. Jeez. Super angry. I would like a refund! But I am sure that is not going to happen. What they are doing is apparently legal. But it shouldn't be. It is abusive and fraudulent and it should be stopped immediately!

Desired Settlement: I would prefer and expect a refund. This has never happened to me before. Very angry. $206 dollars is what they took, so $206 dollars is what I would like back. It is not a lot of money, but its about the principle of the manner. All you have to do is ****** this business to literally see the thousands of people they have defrauded.

Business Response:

June 1, 2014

Better Business Bureau

4747ViewridgeAve.Suite200 
San Diego CA 92123 

Re:  BBB Complaint Case # ********

Dear Ms.  *****,

This email is in response to the consumer complaint from Mr. ******** dated May 31, 2014, reference number ******** 

Our records show on September 14, 2013, Mr. ******** enrolled in the Instant Checkmate Trial membership program by entering his personal information and credit card information.  In order to complete the enrollment process, Mr. ******** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

b) $1.00 Trial Membership

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $25.81 immediately and $25.81 every month thereafter, unless you cancel. You may cancel at any time including during the trial period.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Mr. ******** was not satisfied with our services.  Mr. ******** has been provided with a refund of $154.86, which is the total amount he paid to Instant Checkmate for the last 6 monthly membership fees.  Please allow 3-7 business days for this amount to be reflected in Mr. ******** account balance.  Mr. ********’s Instant Checkmate account has been cancelled and he will not incur any further charges.

Instant Checkmate apologizes for any confusion Mr. ******** encountered regarding our policies and billing plan.  Since Mr. ******** has been provided with a refund and the concerns mentioned in Mr. ********’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely, 

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received email threatening me that damaging information had been reported against me and the only way I could access it was to subscribe. Received an email today from Instant Check Mate LLC informing me that damaging information had been entered about me at noon that exact day and the only way I could access it to find out and dispute the information was to subscribe to their services and provide them will all of my confidential information and credit card details. I have never been contacted by the law, never been requested to appear in court in my life so either this is a scam to access my information (phishing) or someone has perjured themselves against me which is a felony offense and needs to be punished by law. I do not need an employer researching my background and finding damaging information about me that is untrue and unfounded.

Desired Settlement: I wish Instant Check Mate to be permanently shut down and fined in accordance with federal law. I would like to be reimbursed for emotional damages over worrying what affect this "negative information" has had against my professional and private life.

Business Response:

May 5, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123 

Re:  BBB Complaint Case #********

 

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

This email is in response to the consumer complaint from Ms. ******* ********, dated April 24, 2014; reference #********.

Instant Checkmate respects each individual’s privacy and would be more than happy to accommodate your request.

We apologize for any inconvenience this has brought you, thank you for sharing your concerns. We utilize third party companies for online advertising, so we can't comment on any specific email or advertisement. We would appreciate it if you could forward a screenshot of the original spam email to **************************** so we can determine the source, as it may not have actually come from us.

To further assist you, we will add you to our global unsubscribe list, which should prevent you from receiving any future Instant Checkmate related emails.  It can take up to 10 days for that to process.

Your email address:  ****************** has been successfully unsubscribed from our marketing emails. We thank you for the chance to have kept in touch via email up until now. Active Instant Checkmate customers will only receive emails related to their transactions.

Please understand that when you purchase a membership with our company you are not paying for records; the service that is provided is actually the compiling of all the public records data and the sorting of the data into an easy to read format.

We get our information from local county courthouses and census bureaus. This information is then uploaded to the database that we pull from.  There is a possibility that some information may not show on any given individual due to local county laws restricting us from posting certain marriage and divorce or criminal records.

As we state on our site, Instant Checkmate is not a consumer reporting agency, as define by the Fair Credit Reporting Act. We advise our customer not to use our services or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require **** compliance.

Thank you for your inquiry. Instant Checkmate respects each individual's privacy and would be more than happy to accommodate your request.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

This e-mail is to inform you that the following information was processed to be removed from our website on May 5, 2014:

           

Name:

******* * ********
* ********

 

Locations:

************ ** *****
************ ** *****

 

 

 

Please allow 72 hours for your information to be removed from our website.  We appreciate your patience regarding this matter.

Instant Checkmate apologizes for any confusion Ms. ******** encountered regarding our policies.  Since the concerns mentioned in Ms. ********’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

A copy of the threatening email was forwarded to Instant Check Mate LLC at the email address provided. No attempt has been made by the business to reply to this correspondence via email or any other means. Issue has not been resolved. ]

Regards,

******* ********

Business Response:

June 2, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ******,

This email is in response to ******* ********’s follow up complaint dated May 9, 2014.

We do apologize for any inconvenience this has brought ******* ********, we understand that she was not satisfied with our previous resolution. The email address: ****************** has been successfully unsubscribed from our marketing emails since April 29, 2014.  After further investigation, if you click on the link of the emails that Ms. ******** is receiving, it will take you to the website named: *********************.  We recommend to contact them for further assistance, but If Ms. ******** is still receiving emails that are from Instant Checkmate, we also recommend to click on the “Unsubscribe” link contained at the bottom of each email, to opt-out of receiving promotional email messages from third party advertisements.

And as a friendly reminder to Ms. ********, keep in mind that we state on our disclaimer that our service or the information it provides to make decisions about consumer credit, employment, insurance, tenant screening, or any other purpose that would require **** compliance. Instant Checkmate does not provide consumer reports and is not a consumer reporting agency. We feel the concerns mentioned in Ms. ********’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************, we are open 24 hours a day, 7 days a week or through email: ****************************.

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Apparently I inadvertantly signed up for an online service that I never cancelled and have been charged $39.99 per month for 4 1/2 years. They told me when i noticed it on my credit card 5/20/2014 that I was supposed to call within 5 days, I initially "signed up" on 11/12/2011, to cancel the service that i never knew i signed up for and subsequently never used.

Desired Settlement: I would like a complete refund. I am willing to pay for the one time use in November of 2011.

Business Response:

May 30, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123                                 

Re:  BBB Complaint Case # ********                                

Dear Ms. ******,                                 

This email is in response to the consumer complaint from Ms. **** ************ dated May 30, 2014.

Our records show on November 12, 2011, Ms. ************ enrolled in the Instant Checkmate $1.00 Trial membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ************ had to check a box to agree to Instant Checkmate's Terms and Conditions.  Instant Checkmate's Terms and Conditions clearly state the following information:

At the time of Ms. ************’ sign up, the use of this website was subject to the following terms of use:

$1.00 Trial Membership

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $39.63 immediately and $39.63 every month thereafter, unless you cancel.                           

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at **************, 24 hours a day, seven days a week, to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill. 

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff at any time and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction. 

According to our records, we did not hear from Ms. ************ until she place a call to the company on May 20, 2014. We are sorry to hear that Ms. ************ was not satisfied with our services. Ms. ************ has been honored with a refund in the amount of $1269.16. Ms. ************’ Instant Checkmate account has been cancelled and she will not incur any further charges. 

Instant Checkmate apologizes for any confusion Ms. ************ encountered regarding our policies and billing plan. Since she has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.


Sincerely, 

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I wanted a background check and reverse phone report as a one time thing. However, they made me agree to terms and conditions which had embedded in them that of being a member. I did not want to be a member. I paid money for a service with the assumption on their part of me being a member but I did not undertand it the same way.

Desired Settlement: Stop requiring people to sign and enter into a membership agreement. If they want to make a one time purchase of a service like a background check or reverse phone lookup then let them. Stop this nickling and diming bait and switch policy. This may be appropriate for ******** ******* of ******* and ****** but not in this instance.

Business Response:

May 30, 2014 

Better Business Bureau

4747 Viewridge Ave. Suite 200 
San Diego CA 92123 

Re:  BBB Complaint Case # ********

Dear Ms. ******,

This email is in response to the consumer complaint from Mr. ******* ****** ****** dated May 30, 2014.

Our records show that on May 14, 2014, Mr. ****** enrolled in the Instant Checkmate 5-day trial membership for the Reverse Phone Lookup program by entering his personal information and credit card information. On May 20, 2014, Mr. ****** signed up for a Background Check program using the same email and credit card information.  In order to complete the enrollment process, Mr. ****** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

$1.00 Trial Membership

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $25.81 immediately and $25.81 every month thereafter, unless you cancel.    

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST seven days a week, or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Mr. ****** was not satisfied with our services. Mr. ****** has been honored a refund in the amount of $71.65. Mr. ******’ Instant Checkmate account has been cancelled, and he will not incur any further charges.

Instant Checkmate apologizes for any confusion Mr. ****** encountered regarding our policies and billing plan.  He has been provided a full refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I utilized the website to conduct a backgrounds check. I never was prompted to confirm my total billing. I contacted the customer service 2x & each time I explained what * thought I was entering & asked to not be billed for unwanted services. ALL I was offered was a discount to be debited to my account of $29.95 & u$10 & I asked for their physical address I was given **** ** ****** **** **** ** *** *** ***** ** ***** & I noticed the address the BBB has is **** ** ****** **** **** ** *** *** ****** ** ****** I never received a detailed billing.The site said 9.86 For the service & quickly prompts fir view your premium report. Also the data received is not fully correct.

Desired Settlement: Reimburse $31.33 for a total of $71.28

Business Response:

May 27, 2014 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. *****,

This email is in response to the consumer complaint from Mr. ****** dated March 28, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Mr. ****** was not satisfied with our services.  Mr. ******’s account has been cancelled, and he will not incur any future charges. He has been honored a refund of $81.17, which is the total amount that Mr. ****** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Mr. ****** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was lead to believe in the sites advertising that I would receive a full report for the advertised price. Instead it gave a non-descript and inaccurate report, and attempted to charge me more for the additional information that it advertised initially that it would provide in the initial report. When I called to cancel the service, I was told they do not provide refunds. Due to the misleading advertising, this seems to be an attempt to bait and switch, and once they have the buyer semi-invested they try and charge more to give the information they have already said they would provide.

Desired Settlement: I'm happy to pay for the one search that I conducted, but I would like to be refunded for the six month subscription that I will not be using because they provide an inferior product to other services online.

Business Response:

June 1, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. ******

This email is in response to the consumer complaint from Mr. **** dated May 31, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Mr. **** was not satisfied with our services Mr. ****’s account has been cancelled, and he will not incur any future charges. He has been honored a refund of $61.15, which is the total amount that Mr. Smith has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Mr. **** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

 

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a month subscription from their website. The website advertised that it was the BEST provider for obtaining public data. The report stated it may contain address records, phone numbers, criminal records, etc.. The first report I ran had incorrect demographic information. I ran 3 more reports, including my own name, and all reports contained little to no data with incorrect basic demographic information (ie info that can be obtained from a phone book). Certainly this is false advertisement. I immediately contacted their customer service center and canceled my account. I was informed by the representative that they only prepare the report. I didn't have the energy to argue, so I chalked it up to a waste of $23. A few minutes after hanging up, the representative called me back and offered a 50% refund for my dissatisfaction. Generous? Not Really. This site is a waste of money. Nothing on their reports contained data that is easily accessible on the internet. My complaint is to warn others of this, especially since the product is completely unreliable.

Business Response:

June 4, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123 

Re:  BBB Complaint Case # ********


Dear Ms. ******,

This email is in response to the consumer complaint from ******** ********** dated June 4, 2014.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ********** was not satisfied with our services Ms. **********’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $24.85, which is the total amount that Ms. ********** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ********** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

 

Customer Support

Instant Checkmate

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company stated that they honored a full refund. This is not correct. I was only given a 50% refund.


Regards,

******** **********

Business Response:

June 5, 2014

Better Business Bureau
4747 Viewridge Ave. Suite 200
San Diego CA 92123
 
Re:  BBB Complaint Case # ********

Dear Ms. ******,
 
This email is in response to the consumer rejection from ******** ********** dated June 5, 2014.

We apologize for the confusion and we should have clarified that the full refund was issued on June 4, 2014. The amount of $13.42 was issued on that day in addition to the initial $11.43 that was issued on May 30, 2014. This results in a total of $24.85, which is the full amount that Ms. ********** paid for the services. Please refer to the financial institution regarding the status of the refunds as the refunds may take 3-5 business days to fully process. As stated before, Ms. **********'s account with Instant Checkmate has been canceled and she will not incur any further charges. 

Instant Checkmate apologizes for any confusion Ms. ********** encountered regarding our policies.  Since the concerns mentioned in her rejection have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.


Sincerely,

Customer Support
Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company had a free trial period to try out their product, but after I called to attempt to cancel, I could not get through to a person for two days. They charged my bank account. I called again to try and cancel and after i finally reached a person, he would not credit the charges back even though I didn't use the service, which was apparent through the account history. I was put on hold for a minute or two so he could speak with a supervisor and he told me the supervisor said "Too bad, so sad" and I would not be receiving my money back.

Desired Settlement: I would like their to be more streamlined practices with this business and for this supervisor to be retrained about what is appropriate behavior for a customer who was incorrectly charged for services.

Business Response:

May 23, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123                                 

Re:  BBB Complaint Case # ********                              

Dear Ms. ******,                              

This email is in response to the consumer complaint from Ms. ******** ******** ******* dated May 23, 2014.

Our records show on May 2, 2014, Ms. ******* enrolled in the Instant Checkmate $1.00 Trial membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ******* had to check a box to agree to Instant Checkmate's Terms and Conditions.  Instant Checkmate's Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

$1.00 Trial Membership

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $25.81 immediately and $25.81 every month thereafter, unless you cancel.                            

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at **************, 24 hours a day, seven days a week, to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff at any time and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

According to our records, we did not hear from Ms. ******* until after the trial had already expired on May 8, 2014 resulting in the account to roll over into the monthly membership. We are sorry to hear that Ms. ******* was not satisfied with our services. Ms. ******* has been honored with a refund in the amount of $25.81. Ms. *******’s Instant Checkmate account has been cancelled and she will not incur any further charges.

Instant Checkmate apologizes for any confusion Ms. ******* encountered regarding our policies and billing plan. Since she has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

 

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Did not clearly state that you had to call and cancel subscription to their website has taken money out of my card for 4 months at a rate of $29 per month

Desired Settlement: Return all money taken from me

Business Response:

May 18, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200 
San Diego CA 92123 

Re:  BBB Complaint Case # ********

Dear Ms. *****,

This email is in response to the consumer complaint from Mr. ****** ****** ******* dated May 18, 2014; reference number ********.

Our records show on January 5, 2014, Mr. ****** ****** ******* enrolled in the Instant Checkmate 5-day Trial membership program by entering his personal information and credit card information.  In order to complete the enrollment process, Mr. ****** ****** ******* had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel. You may cancel at any time including during the trial period

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We have no record of cancellation from Mr. ****** ****** ******* until the call he placed on May 12, 2014. We are sorry to hear that Mr. ****** ****** ******* was not satisfied with our services. In addition to the refund of $29.63 that was already processed, Mr. ****** ****** ******* has been honored an additional refund in the amount of $118.52 ($29.63x4) this makes a total amount refunded of $148.15. Mr. ****** ****** *******’s Instant Checkmate account has been cancelled, and he will not incur any further charges. 

Instant Checkmate apologizes for any confusion Mr. ****** ****** ******* encountered regarding our policies and billing plan.  He has been provided with a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The information they provide is completely inaccurate! The report said things like my friend is married to her brother and another friend was married to her daughter! I called to cancel and request a refund less than 45 minutes after signing up and they told me the best they could do was give a 50% credit. I think this is ridiculous since it had not even been an hour and the information they provided was not accurate at all. I looked myself up and my address was wrong and the phone number listed for me was a number that is about 10 years old! And, when I went back to see exactly how much I paid and tried to get off the page they offered me a trial for $1 so refunding me the entire amount + the $1.99 for the PDF option is not too much to ask.

Desired Settlement: 100% refund

Business Response:

May 18, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. *****,

This email is in response to the consumer complaint from Ms. ******* ***** dated March 12, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ******* ***** was not satisfied with our services Ms. ******* *****’s account has been cancelled, and she will not incur any future charges. She has been honored a full refund of $24.85, which is the total amount that Ms. ******* ***** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ******* ***** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

***** ******

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I did the sign up and thought that I was purchasing a one-time, one person look up. I found out that that was not the case months later, via the account I used to do the check. No monthly notice of charges like reputable companies do. Just taking my money for 7 months $22.86. I called at their Costumer Service and this lady ****** at first yelling at me, told me I did not read terms and conditions, I explained to her I only use this site only one time, that she could check it in their system, that I was agreed with that first one, but not the others, she asked me to hold and talk to her manager, manager said they will "cancel" the "membership" and the ONLY THING that he can domis to refund one month. Im kindly asking for the return of all money that they got without my knoledge, I never receive any advance notice of my debit card will be charge, is a lot of complaints about the same, how a company like this can be doing bussiness in this Country? They are hidding information, they should send a notification when, why and how much will be deducted from your bank account, and they dont. This is the first time that I use this service, and I need a solution please.

Desired Settlement: Hope I can get attention and have my money back to my account, the service I only used it once which I paid for, but anything else more, please, if you are a responsible company and look into your system, you will be able to see that. I havent use your service anymore.

Business Response:

June 1, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200 
San Diego CA 92123 
 

Re:  BBB Complaint Case # ******** 

Dear Ms. *****, 

This email is in response to the consumer complaint from Ms. ******** dated May 31, 2014; reference number ********. 

Our records show that on October 24, 2013, Ms. ******** enrolled in the Instant Checkmate monthly membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ******** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information: 

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We have no record of cancellation from Ms. ******** until the call she placed on May 24, 2014. We are sorry to hear that Ms. ******** was not satisfied with our services. In addition to the refund of $22.86 that has already been processed, Ms. ******** has been honored an additional refund in the amount of $137.16 ($22.86x6) this makes a total amount refunded of $160.02. Ms. ********’s Instant Checkmate account has been cancelled, and she will not incur any further charges. 

Instant Checkmate apologizes for any confusion Ms. ******** encountered regarding our policies and billing plan.  She has been provided a refund of the requested amount and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980. 

Sincerely, 

Customer Support

Instant Checkmate

Consumer Response:

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,

*** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Organization is a complete rip off. You are promised a background check and you get horoscope information, whether they have a facebook account, etc. and there is no way to cancel membership. When you do cancel by e-mail, they say it will take one to two weeks, of course this is after the trial period so that they can charge you the amount of the membership, even if you have cancelled before that time. I have tried to cancel by phone, but the girl took three seconds and said I would get an e-mail which of course, I did not. If you read all about Instant Checkmate on the web, there are a million people saying that this organization is a scam. I wish I had read that before I signed up. I signed up for the $1.00 trial period which as I have said is impossible to cancel, so they are going to charge my credit card and I am going to have to fight to get back the money for a whole month which I am not using. DO NOT UNDER ANY CIRCUMSTANCES USE THIS COMPANY. THEY ARE A SCAM.

Desired Settlement: $1.00 AND NO OTHER CHARGES ON MY CARD. CONFIRMATION OF CANCELLATION THROUGH MY E-MAIL AS PROMISED.

Business Response:

June 1, 2014

Better Business Bureau

4747ViewridgeAve.Suite200 
San Diego CA 92123 

Re:  BBB Complaint Case # ********

Dear Ms.  *****,

This email is in response to the consumer complaint from ** ******* dated May 31, 2014, reference number ********.

Our records show on May 29, 2014, ** ******* enrolled in the Instant Checkmate Trial membership program by entering personal information and credit card information.  In order to complete the enrollment process, ** ******* had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

b) $1.00 Trial Membership

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $29.63 immediately and $29.63 every month thereafter, unless you cancel. You may cancel at any time including during the trial period.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at ************** between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that ** ******* was not satisfied with our services.  ** ******* has been provided with a refund of $1.00, which is the total amount paid to Instant Checkmate.  Please allow 3-7 business days for this amount to be reflected in ** *******’s account balance.  ** *******’s Instant Checkmate account has been cancelled and will not incur any further charges.

Instant Checkmate apologizes for any confusion ** ******* encountered regarding our policies and billing plan.  Since ** ******* has been provided with a full refund and the concerns mentioned in ** *******’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

Sincerely,

Customer Support

Instant Checkmate

Consumer Response:

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. I will hold them to their promise that there will be no further charges as agreed.

Regards,

** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The promise was to give a background check on the person and a related person. After signing on I discovered there were additional charges I would need to say yes to in order to get information. I agreed to one for the pdf version. I declined other possible offers to get more accurate information. Then when I looked at the information sent, it was obvious that the information was not even for the person I had listed. In addition by the next morning I started getting a major amount of junk email that I determined was a direct result of having signed up for this service. I called and cancelled the service. I stated I wanted my name removed from what ever lists were being sold. The representative did put me on hold and came back and said that had been done. I am getting between 20 - 30 junk emails per day! And that is increasing daily! My major complaint is WITH THE BBB, I would never have signed on to this service if it had not had the BBB symbol. I now understand that means next to nothing.

Desired Settlement: I want my name removed from the increasing number of lists it has been distributed to. I doubt that can happen. The internet has this incredible number of connections that gain dollars from selling live email addresses. I want an explanation from the BBB on how this business has been accredited by you. When I called to our local office (and was not able to talk to a live person) I kept hearing how TRUST is what you base your service on. Perhaps I don't understand who's trust it is you want.

Business Response:

May 30, 2014

Better Business Bureau

4747ViewridgeAve.Suite200 
San Diego CA 92123 

Re:  BBB Complaint Case # ********

Dear Ms. ******,

This email is in response to the consumer complaint from Ms. ***** *** ****** dated May 30, 2014.

Use of the Instant Checkmate website is subject to the following Privacy Policy:

Types of Information Collected

Traffic Data Collected. We may automatically track and collect the following categories of information when you visit our Site: (1) IP addresses; (2) domain servers; (3) types of computers accessing the Site; and (4) types of web browsers used to access the Site (collectively "Traffic Data"). Traffic Data is anonymous information that does not personally identify you but is helpful for marketing purposes or for improving your experience on the Site.

Cookies and web beacons are very small text files that are stored on your computer when you visit certain web pages. Instant Checkmate collects information through cookies and web beacons about your web browsing activities such as the address of the page you are visiting, the address of the referrer page you previously visited, the time you are viewing the page, your browsing environment and your display settings. We use cookies and web beacons on our Site for some of the following purposes:

·         Understand traffic patterns and the number of visitors to the Site and other non-Instant Checkmate websites that we partner with;

·         Understand how you use and interact with the Site;

·         Improve the Instant Checkmate products and services;

·         Optimize your experience on our Site;

·         Provide anonymous individual or aggregate auditing, research, modeling and reporting for our advertisers and other partners (no personally identifiable information about you is shared with our advertisers and other partners as part of these activities);

·         Store your password so you do not have to re-enter it each time you visit the Site;

·         Provide you relevant advertising and content; and

·         Properly manage our Site.

Please note that some cookies may be placed by a third party service provider who performs some of these functions for us. Other companies' use of their cookies is subject to their own privacy policies.

Personal Information Collected. In order for you to access and purchase products that we offer via the Site, we may require you to provide us with certain information that personally identifies you ("Personal Information"). Personal Information may include the following categories of information: (1) Contact Data (such as your name, mailing address, and e-mail address); (2) Financial Data (such as your account or credit card number); and (3) Demographic Data (such as your zip code and age). If you communicate with us by e-mail, post messages to any of our chat groups, bulletin boards, or forums, or otherwise complete online forms, surveys, or contest entries, any information provided in such communication may be collected as Personal Information.

Uses of Information Collected

We may use some of your Personal Information to send you information about our company or our products or services or to contact you when necessary. We may also share some of your Personal Information with some of our partners who may use it to contact you about goods and services. However, under no circumstances will we share your Financial Data with our partners. We use your Financial Data only to verify your qualifications for certain products or services and to bill you for products and services. We do not use your Financial Data for any other purpose.

Sharing of Personal Information.

We share certain categories of information we collect from you in the ways described in this Privacy Policy. We may share certain types of Personal Information with advertisers and other third parties. The other parties with whom we share the information may want to send you information about products or services. We do not share your Financial Data with these third parties. We may share Financial Data with our business partners who assist us by performing core services (such as hosting, billing, fulfillment, or data storage and security) related to our operation of the Site. Those business partners have all agreed to uphold the same standards of security and confidentiality that we have promised to you in this Privacy Policy, and they will only use your data to carry out their specific business obligations to Instant Checkmate. If you do not want us to share your Personal Information with any third parties, please email us at **************************** or select the "opt out" box on our online forms. In addition, we maintain a procedure for you to review and request changes to your Personal Information; this procedure is described below.

We may also share Traffic Data with advertisers and other third parties who may use it for advertising purposes, including to serve targeted advertising.

If we or some or all of our assets are acquired by another company, including through a sale in connection with bankruptcy, that company will possess the information collected by us, and it will assume the rights and obligations regarding your Personal Information as described in this Privacy Policy.

We may disclose Personal Information or other data to comply with law or legal requirements, enforce or apply our Terms of Use and other agreements, or protect our rights, property, or safety of our users, or others.

Email Marketing.

By accepting this Privacy Policy and submitting your email address via the Site, you are expressly consenting to receive e-mail advertisements from Instant Checkmate, including through Instant Checkmate’s independent contractors, and from third parties concerning offers and advertisements unrelated to Instant Checkmate.  To opt-out of receiving promotional email messages from us, please click on the “Unsubscribe” link contained at the bottom of each email.

Ms. ******’s email address *********************** was removed from our email marketing list.  Please allow at least 10 days for the email advertisements to cease. In addition, Ms. ******’s account has been canceled and she has been honored a refund of $24.85.

Instant Checkmate apologizes for any confusion Ms. ****** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

Consumer Response:

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.

What I do not see is a response to my question of the BBB, on "How did this company gain approval by the BBB?"

I intend to let friends know that the approval of the BBB has no credibility. I had been alerted in the past that it simply meant a business had paid a sufficient amount to the BBB to get the rating.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unauthorized continuous withdrawal I used Instant Checkmate Inc. for one month only. Payment was made through PayPal. The same day I called customer service making sure that the payment is for ONE TIME ONLY use and not to be continued. Today I got a note from PayPal that another withdrawal was done done. I consider the the company is illegally and without my approval is stealing my funds

Desired Settlement: $22.86

Business Response:

May 13, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200 
San Diego CA 92123
 

Re:  BBB Complaint Case # ********

Dear Mr. ******,

This email is in response to the consumer complaint from Mr. ********* ********** dated May 13, 2014; reference number ********.

Our records show that on April 10, 2014, Mr. ********** enrolled in the Instant Checkmate monthly membership program by entering his personal information and credit card information.  In order to complete the enrollment process, Mr. ******** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We are sorry to hear that Mr. ********** was not satisfied with our services. Mr. ********** has been honored a refund in the amount of $45.72. Mr. **********’s Instant Checkmate account has been cancelled, and he will not incur any further charges.

Instant Checkmate apologizes for any confusion Mr. ********** encountered regarding our policies and billing plan.  He has been provided a full refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

Sincerely,

 

Customer Support

Instant Checkmate

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Instant Checkmate's 5 day free trial, which included adding a credit card number. If cancelled within the 5 days, I was not to be charged. I did cancel within the 5 days and received notice that they had cancelled. However, on the very same day they charged my credit card $25.81. I have emailed them twice asking to refund this amount, but they will not respond.

Desired Settlement: I wish for them to refund my credit card $25.81 in accordance with their 5 day free trial policy

Business Response:

May 13, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123                             

Re:  BBB Complaint Case # ********                             

Dear Mr. ******,                              

This email is in response to the consumer complaint from Mr. **** *. ******** dated May 13, 2014 reference number ********.

Our records show on April 29, 2013, Mr. ******** enrolled in the Instant Checkmate $1.00 Trial membership program by entering his personal information and credit card information.  In order to complete the enrollment process, Mr. ******** had to check a box to agree to Instant Checkmate's Terms and Conditions.  Instant Checkmate's Terms and Conditions clearly state the following information:

The use of this website is subject to the following terms of use:

$1.00 Trial Membership

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $25.81 immediately and $25.81 every month thereafter, unless you cancel.                               

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST seven days a week, or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We did not hear from Mr. ******** until he contacted us via email to cancel his account on May 12, 2014. We are sorry to hear that Mr. ******** was not satisfied with our services. As a gesture of goodwill, Mr. ******** has been honored with a refund in the amount of $25.81. Please allow 3-5 business days for this to be reflected back on to the account.  Mr. ********’s Instant Checkmate account has been cancelled and he will not incur any further charges. 

Instant Checkmate apologizes for any confusion Mr. ******** encountered regarding our policies and billing plan.  Since he has been provided a refund and the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ***************

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This website/service is nothing short of a scam. They mislead consumers about the information they provide in exchange for "subscription" payment and then, after you have paid, tell you in order to get any useful information (that you were already misled into believing you were supposed to get) there are additional charges. The information they did provide was outdated, inaccurate, much of it for the wrong person and was all public record that I can find myself for free. They are committing fraud, plain and simple and should be shut down.

Desired Settlement: I request immediate cancellation of any recurring charges and I want a refund.

Business Response:

May 9, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123


Re:  BBB Complaint Case # ********

Dear Mr. ******, 

This email is in response to the consumer complaint from ****** ******* dated May 9, 2014; reference number # ********. 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ******* was not satisfied with our services Ms. *******’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $22.86, which is the total amount that Ms. ******* has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ******* encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The web site offering reports by Checkmate has FIVE screens where you must confirm and check boxes about what they are selling you. The last screen has a box for three memberships, One month, Three months, six months. You must check the box you want. No where next to that box does it say ONE month will bill for ever untill you stop. Why would they have three categories if they all bill monthly? I decided after entering the information to not do it and closed the screen when a POP UP window came up and said Wait! print your report for only $1.99. Do you want to print? I thought for $1.99 why not! No where on the pop up window does it say they will charge my card for $22.86 and continue every month. I just noticed the charges in January and called to complain and cancel on 2/19. They have charged me for five months because the February charge hit my credit card the day before I called on 12/18. My $1.99 report cost me $116.29. The area that you enter your card number and select the ONE month service does it say you are agreeing to a recurring charge each month. The web is full of complaints for this exact reason. They list their address as Nevada on all of their emails which is probably why there are not more complaints on BBB. If they can have me check off boxes for five pages regarding the report Why don't they have a big box next to the three membership levels stating that the credit card will be charged more than ONE month? This information id buried on the left side of the screen on fine print below the window where you press enter. You must scroll down and read the whole page to discover this little nugget of important information. This is a classic SCAM to get people signed up for a service they do not want. Please refund all charges above the $1.99.

Desired Settlement: Please refund the $114.30 for charges that were not disclosed at the time of the sale. The POP UP window did not mention monthly charges and I had already decided not to sign up for the ONE month service which triggered the POP Up window.

Business Response:

February 25, 2014 

Better Business Bureau                         

Re:  BBB Complaint Case # *******

                         

Dear Ms. *****,                         

This email is in response to the consumer complaint from Mr. ***** ******** dated February 20, 2014 reference number *******. 

After further investigation, we have discovered that several chargebacks have been filed to Mr. ********’s account. Unfortunately, we are unable to issue any refunds to the fees that Mr. ******** has received. 

To resolve this matter, Mr. ******** will have to contact his banking institution regarding any potential refunded transactions. 

Instant Checkmate apologizes for any confusion Mr. **** encountered regarding our policies and billing plan. If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at ###-###-####.

 

Sincerely,

 

Customer Support

Instant Checkmate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have requested chargebacks after speaking with Checkmate and NOT receiving any help.  They would not admit that they do not disclose the auto monthly charge and buries the information in another area and not next to the charge box that plainly says " ONE month".  It is not one month if you intend to charge monthly and not inform the customer next to where the credit card is entered and the actual charges are agreed to boxes.

 
You can give the refund and reply to the credit card company that a refund has been issued or you can dispute the charge backs or you can allow them.  It is obvious that your company is still playing games.  You protest that your hands are tied due to the credit card chargebacks but you know you have three options..agree to charge back, dispute chargeback, dispute due to a refund already issued.
 
I will assume that based on your reply you have no intention of disputing the chargebacks and that the credit card company may issue a permanent credit back to our account.
Regards,

***** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for this service, and the service is horrible. It did not do anything that it seemed to promise. I called customer service to cancel my membership, and just got the run around. I want my money all back, and stop billing me.

Desired Settlement: I signed up for this service, and the service is horrible. It did not do anything that it seemed to promise. I called customer service to cancel my membership, and just got the run around. I want my money all back, and stop billing me.

Business Response:

May 26, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. *****,

This email is in response to the consumer complaint from Ms. ****** **** dated May 26, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Ms. ****** **** was not satisfied with our services Ms. ****** ****’s account has been cancelled, and she will not incur any future charges. She has been honored a refund of $1.00, which is the total amount that Ms. ****** **** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Ms. ****** **** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

***** ******

Customer Support

Instant Checkmate

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be acceptable to me, only because I received a refund, and not because of the rest of their response.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When using the Instant Checkmate service online (a record search company), they mislead you by displaying on screen that several records were found. Once paid for the service it showed nothing more then information anyone can find for free on Google. Site then requests more money to upgrade to see records not shown on the original search. Paid for the upgrade and still no records. The original so called search in the beginning said they had 9 records when they actually had none after paying three times for upgrades. I contacted customer service for a refund and they told me they can not offer refunds.

Desired Settlement: Refund my $22 subscription, @2 upgrade for PDF otions and $10 upgrades for records never received.

Business Response:

May 12, 2014

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

Re:  BBB Complaint Case # ********

Dear Ms. *****,

This email is in response to the consumer complaint from Mr. ***** * **** dated May 12, 2014; reference number # ********.

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

We are sorry to hear that Mr. ***** * **** was not satisfied with our services.  Mr. ***** * ****’s account has been cancelled, and he will not incur any future charges. He has been honored a refund of $34.85, which is the total amount that Mr. ***** * **** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

Instant Checkmate apologizes for any confusion Mr. ***** * **** encountered regarding our policies.  Since the concerns mentioned in his complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was be satisfactory to me.

Regards,

***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I provided an email address as part of their procedure. They promptly provided the address to other businesses that have been spamming me every since, and they know my name.

Desired Settlement: Get their spammers to quit contacting me discontinue the practice.

Business Response:

May 9, 2014

 

Better Business Bureau

4747ViewridgeAve.Suite200 
San Diego CA 92123 

Re:  BBB Complaint Case # ********

Dear Mr. ******,

This email is in response to the consumer complaint from Mr. ***** *** ***** dated May 9, 2014; reference number ********.

Use of the Instant Checkmate website is subject to the following Privacy Policy:

Types of Information Collected

Traffic Data Collected. We may automatically track and collect the following categories of information when you visit our Site: (1) IP addresses; (2) domain servers; (3) types of computers accessing the Site; and (4) types of web browsers used to access the Site (collectively "Traffic Data"). Traffic Data is anonymous information that does not personally identify you but is helpful for marketing purposes or for improving your experience on the Site.

Cookies and web beacons are very small text files that are stored on your computer when you visit certain web pages. Instant Checkmate collects information through cookies and web beacons about your web browsing activities such as the address of the page you are visiting, the address of the referrer page you previously visited, the time you are viewing the page, your browsing environment and your display settings. We use cookies and web beacons on our Site for some of the following purposes:

·         Understand traffic patterns and the number of visitors to the Site and other non-Instant Checkmate websites that we partner with;

·         Understand how you use and interact with the Site;

·         Improve the Instant Checkmate products and services;

·         Optimize your experience on our Site;

·         Provide anonymous individual or aggregate auditing, research, modeling and reporting for our advertisers and other partners (no personally identifiable information about you is shared with our advertisers and other partners as part of these activities);

·         Store your password so you do not have to re-enter it each time you visit the Site;

·         Provide you relevant advertising and content; and

·         Properly manage our Site.

Please note that some cookies may be placed by a third party service provider who performs some of these functions for us. Other companies' use of their cookies is subject to their own privacy policies.

Personal Information Collected. In order for you to access and purchase products that we offer via the Site, we may require you to provide us with certain information that personally identifies you ("Personal Information"). Personal Information may include the following categories of information: (1) Contact Data (such as your name, mailing address, and e-mail address); (2) Financial Data (such as your account or credit card number); and (3) Demographic Data (such as your zip code and age). If you communicate with us by e-mail, post messages to any of our chat groups, bulletin boards, or forums, or otherwise complete online forms, surveys, or contest entries, any information provided in such communication may be collected as Personal Information.

Uses of Information Collected

We may use some of your Personal Information to send you information about our company or our products or services or to contact you when necessary. We may also share some of your Personal Information with some of our partners who may use it to contact you about goods and services. However, under no circumstances will we share your Financial Data with our partners. We use your Financial Data only to verify your qualifications for certain products or services and to bill you for products and services. We do not use your Financial Data for any other purpose.

Sharing of Personal Information.

We share certain categories of information we collect from you in the ways described in this Privacy Policy. We may share certain types of Personal Information with advertisers and other third parties. The other parties with whom we share the information may want to send you information about products or services. We do not share your Financial Data with these third parties. We may share Financial Data with our business partners who assist us by performing core services (such as hosting, billing, fulfillment, or data storage and security) related to our operation of the Site. Those business partners have all agreed to uphold the same standards of security and confidentiality that we have promised to you in this Privacy Policy, and they will only use your data to carry out their specific business obligations to Instant Checkmate. If you do not want us to share your Personal Information with any third parties, please email us at **************************** or select the "opt out" box on our online forms. In addition, we maintain a procedure for you to review and request changes to your Personal Information; this procedure is described below.

We may also share Traffic Data with advertisers and other third parties who may use it for advertising purposes, including to serve targeted advertising.

If we or some or all of our assets are acquired by another company, including through a sale in connection with bankruptcy, that company will possess the information collected by us, and it will assume the rights and obligations regarding your Personal Information as described in this Privacy Policy.

We may disclose Personal Information or other data to comply with law or legal requirements, enforce or apply our Terms of Use and other agreements, or protect our rights, property, or safety of our users, or others.

Email Marketing.

By accepting this Privacy Policy and submitting your email address via the Site, you are expressly consenting to receive e-mail advertisements from Instant Checkmate, including through Instant Checkmate’s independent contractors, and from third parties concerning offers and advertisements unrelated to Instant Checkmate.  To opt-out of receiving promotional email messages from us, please click on the “Unsubscribe” link contained at the bottom of each email.

 

Mr. *****’s email address r*****2244@frontier.com was removed from our email marketing list.  Please allow at least 10 days for the email advertisements to cease. In addition, Mr. *****’s account has been canceled and has been honored a refund of $22.86.

 

Instant Checkmate apologizes for any confusion Mr. ***** encountered regarding our policies.  Since the concerns mentioned in Mr. *****’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

 

 

Sincerely,

 

Customer Support

Instant Checkmate

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is the type of business that should never receive a good grade from BBB.   A respectable business makes money from their product or service.  This business chooses to make money on the unethical selling of their customers email addresses and then justifies it with the fine print that nobody reads. My complaint will be resolved when their actions no longer fill my inbox with trash.  I only hope the BBB will warn others so they know to patronize another business that shows some integrity.


Regards,

***** *****

Business Response:

May 24, 2014

Better Business Bureau

4747 Viewridge Ave Suite200 
San Diego CA 92123 

Re:  BBB Complaint Case # ******** 

Dear Ms. ******,

This email is in response to the consumer rejection from Mr. ***** ***** dated May 23, 2014.

Use of the Instant Checkmate website is subject to the following Privacy Policy:

Types of Information Collected

Traffic Data Collected. We may automatically track and collect the following categories of information when you visit our Site: (1) IP addresses; (2) domain servers; (3) types of computers accessing the Site; and (4) types of web browsers used to access the Site (collectively "Traffic Data"). Traffic Data is anonymous information that does not personally identify you but is helpful for marketing purposes or for improving your experience on the Site.

Cookies and web beacons are very small text files that are stored on your computer when you visit certain web pages. Instant Checkmate collects information through cookies and web beacons about your web browsing activities such as the address of the page you are visiting, the address of the referrer page you previously visited, the time you are viewing the page, your browsing environment and your display settings. We use cookies and web beacons on our Site for some of the following purposes:

·         Understand traffic patterns and the number of visitors to the Site and other non-Instant Checkmate websites that we partner with;

·         Understand how you use and interact with the Site;

·         Improve the Instant Checkmate products and services;

·         Optimize your experience on our Site;

·         Provide anonymous individual or aggregate auditing, research, modeling and reporting for our advertisers and other partners (no personally identifiable information about you is shared with our advertisers and other partners as part of these activities);

·         Store your password so you do not have to re-enter it each time you visit the Site;

·         Provide you relevant advertising and content; and

·         Properly manage our Site.

Please note that some cookies may be placed by a third party service provider who performs some of these functions for us. Other companies' use of their cookies is subject to their own privacy policies.

Personal Information Collected. In order for you to access and purchase products that we offer via the Site, we may require you to provide us with certain information that personally identifies you ("Personal Information"). Personal Information may include the following categories of information: (1) Contact Data (such as your name, mailing address, and e-mail address); (2) Financial Data (such as your account or credit card number); and (3) Demographic Data (such as your zip code and age). If you communicate with us by e-mail, post messages to any of our chat groups, bulletin boards, or forums, or otherwise complete online forms, surveys, or contest entries, any information provided in such communication may be collected as Personal Information.

Uses of Information Collected

We may use some of your Personal Information to send you information about our company or our products or services or to contact you when necessary. We may also share some of your Personal Information with some of our partners who may use it to contact you about goods and services. However, under no circumstances will we share your Financial Data with our partners. We use your Financial Data only to verify your qualifications for certain products or services and to bill you for products and services. We do not use your Financial Data for any other purpose.

Sharing of Personal Information.

We share certain categories of information we collect from you in the ways described in this Privacy Policy. We may share certain types of Personal Information with advertisers and other third parties. The other parties with whom we share the information may want to send you information about products or services. We do not share your Financial Data with these third parties. We may share Financial Data with our business partners who assist us by performing core services (such as hosting, billing, fulfillment, or data storage and security) related to our operation of the Site. Those business partners have all agreed to uphold the same standards of security and confidentiality that we have promised to you in this Privacy Policy, and they will only use your data to carry out their specific business obligations to Instant Checkmate. If you do not want us to share your Personal Information with any third parties, please email us at **************************** or select the "opt out" box on our online forms. In addition, we maintain a procedure for you to review and request changes to your Personal Information; this procedure is described below.

We may also share Traffic Data with advertisers and other third parties who may use it for advertising purposes, including to serve targeted advertising.

If we or some or all of our assets are acquired by another company, including through a sale in connection with bankruptcy, that company will possess the information collected by us, and it will assume the rights and obligations regarding your Personal Information as described in this Privacy Policy.

We may disclose Personal Information or other data to comply with law or legal requirements, enforce or apply our Terms of Use and other agreements, or protect our rights, property, or safety of our users, or others.

Email Marketing.

By accepting this Privacy Policy and submitting your email address via the Site, you are expressly consenting to receive e-mail advertisements from Instant Checkmate, including through Instant Checkmate’s independent contractors, and from third parties concerning offers and advertisements unrelated to Instant Checkmate.  To opt-out of receiving promotional email messages from us, please click on the “Unsubscribe” link contained at the bottom of each email.

Mr. *****’s email address *********************** was removed from our email marketing list at the time of his first request. It may be possible that the unwanted emails being received by Mr. ***** may be coming from other vendors and not a result of advertising and marketing of Instant Checkmate. Once again, Mr. *****’s account has been canceled and has been honored a refund of $22.86.

Instant Checkmate apologizes for any confusion Mr. ***** encountered regarding our policies.  Since the concerns mentioned in Mr. *****’s complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at **************.

Sincerely,

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went online to review my background check on instantcheckmate.com after reviewing my credit profile and it said i had an open public file through them. Upon searching, it brings up a box that pulls up other family members and says they've found information on other family members with possible criminal records and that they STRONGLY RECOMMEND looking at all their records as well to learn the WHOLE truth about them. Well, obviously this was very concerning so I went through about a 10 minute process to scan through all the "public records" that they had to find myself. Once it was finally finished it takes you to the page where they get you to sign up for 1, 3, or 6 months. For the tiny price difference I selected the 6 month option. It finally loaded my profile and the only thing there was my name and OLD contact information... no correct phone number, address, marriage history, etc... it asked me to click on my family members (which it said had a large number of criminal reports on) and when I click on them, same thing... nothing other than a possible other person with the same name who had been arrested. After determining this site was completely inaccurate, I called to cancel 10 minutes after purchasing and they said they do not do refunds. I complained and got a 50% refund, however I feel this should be 100% refunded due to the fact that they mislead their customers by providing inaccurate information to get them to the point where they feel they have to buy because there is something they need to know. I understand in their "terms and conditions" they limit themselves from all liabilities (obviously they aren't an ignorant company) however from a moral and ethical standpoint, this company collects probably millions of dollars from people who are ultimately duped by the inaccuracies of their report. I could have googled myself for free and gotten more information than what their "paid" service provides. anyone reading, please stay Far, Far away!

Desired Settlement: Full refund of the $59.16 that I paid for 6 months worth of a product I used for 10 minutes. They continued to give me "access" to my account with my 50% refund, but I do not want access to the account, I just want my money back.

Business Response:

May 3, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

 

Re:  BBB Complaint Case # ********

Dear *** *******

 

This email is in response to the consumer complaint from *** ***** dated May 2, 2014; reference number # *********

 

 

Instant Checkmate.com compiles reports from millions of public records including information provided by state and local governments. All of the information contained in our reports is part of what is referred to as the "public record." 

8) Disclaimer of Warranties.

a) Instant Checkmate DOES NOT GUARANTEE THE ACCURACY OF INFORMATION FOUND ON THE SITE OR THROUGH THE SERVICES. USE OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS AT YOUR SOLE RISK. THE SITE, THE SERVICES AND ALL CONTENTS OF EACH ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS.

b) Instant Checkmate DOES NOT WARRANT THAT THE SITE OR SERVICES WILL MEET ANY REQUIREMENTS OR NEEDS YOU MAY HAVE, OR THAT THE SITE OR SERVICES WILL OPERATE ERROR FREE, OR IN AN UNINTERRUPTED FASHION, OR THAT ANY DEFECTS OR ERRORS IN THE SITE OR SERVICES WILL BE CORRECTED, OR THAT THE SITE OR SERVICES ARE COMPATIBLE WITH ANY PARTICULAR PLATFORM. Instant Checkmate IS NOT OBLIGATED TO PROVIDE ANY UPDATES TO THE SITE OR SERVICES.

c) Instant Checkmate DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE MATERIALS ON THIS SITE OR SERVICES IN TERMS OF THEIR TIMELINESS, CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. WHILE Instant Checkmate MAKES REASONABLE EFFORTS TO PROVIDE ACCURATE AND TIMELY INFORMATION ON THE SITE, YOU SHOULD NOT ASSUME THAT THE INFORMATION PROVIDED IS ALWAYS UP TO DATE OR THAT THE SITE CONTAINS ALL THE RELEVANT INFORMATION AVAILABLE ABOUT Instant Checkmate. Instant Checkmate UNDERTAKES NO OBLIGATION TO VERIFY OR MAINTAIN THE CURRENCY OF SUCH INFORMATION.

d) Instant Checkmate DOES NOT REPRESENT THAT THE SITE, THE SERVICES OR ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES IS APPROPRIATE OR AVAILABLE FOR USE OUTSIDE THE UNITED STATES.

e) Instant Checkmate EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, OR THE ACCURACY, TIMELINESS, COMPLETENESS, OR ADEQUACY OF THE SITE, THE SERVICES AND ANY DATA ACCESSED WHILE USING THE SITE OR THE SERVICES, INCLUDING THE IMPLIED WARRANTIES OF TITLE, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

 

We are sorry to hear that *** ***** was not satisfied with our services *** ******* account has been cancelled, and she will not incur any future charges. She has been honored a refund of $59.16, which is the total amount that *** ***** has paid to Instant Checkmate. Please allow 3-7 business days for this refund to process.

 

 

Instant Checkmate apologizes for any confusion *** ***** encountered regarding our policies.  Since the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

 

Sincerely,

 

Customer Support

Instant Checkmate

 

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged by checkmate for a service that I did not use or request and they are refusing to refund me my money. If I had used it it would not have been a problem. I want my money returned back to me

Desired Settlement: I want my money refunded back to me

Business Response:

May 13, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200 
San Diego CA 92123 

 

 

Re:  BBB Complaint Case # ********

 

Dear Mr. ******,

 

This email is in response to the consumer complaint from Ms. ****** ***** dated May 13, 2014; reference number ********.

 

Our records show that on December 8, 2013, Ms. ***** enrolled in the Instant Checkmate monthly membership program by entering her personal information and credit card information.  In order to complete the enrollment process, Ms. ***** had to check a box to agree to Instant Checkmate’s Terms and Conditions.  Instant Checkmate’s Terms and Conditions clearly state the following information:

 

The use of this website is subject to the following terms of use:

 Standard Membership Plans

Instant Checkmate offers three basic membership plans. All membership plans are billed up front for the entire term selected.

For a standard 1-month membership, you will be billed $22.86 immediately upon purchase and $22.86 every month thereafter, unless you cancel.  If your payment for a full term is declined due to insufficient funds, Instant Checkmate reserves the right to bill in monthly installments at the rate you selected.

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.  Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST (7 days a week), or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

We have no record of cancellation from Ms. ***** until the call she placed on May 10, 2014. We are sorry to hear that Ms. ***** was not satisfied with our services. Ms. ***** has been honored a refund in the amount of $114.30, which is the full amount that she paid for the services. Ms. *****’s Instant Checkmate account has been cancelled, and she will not incur any further charges.

 

 

 

 

Instant Checkmate apologizes for any confusion Ms. ***** encountered regarding our policies and billing plan.  She has been provided a full refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

 

Sincerely,

 

Customer Support

Instant Checkmate

 

Consumer Response:

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,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The advertising is misrepresenting, it has a big FREE TRIAL sign, but it's actually a $1 charge that turns into a monthly charge of $30. The fine print stating that is misleading. And when you try to cancel or get your money refunded, it's a long process and it doesn't get resolved.

Desired Settlement: They should advertise that the 1$ free trial will turn into a $30 monthly charges so customers are aware of this from the beginning and not surprised after moths of having the money being taken out of their accounts.

Business Response:

May 3, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200

San Diego CA 92123

                                 

Re:  BBB Complaint Case # ********

                                 

Dear *** *******

                                 

This email is in response to the consumer complaint from *** ****** ******* dated May 2, 2014 reference number ********.

 

Our records show on March 17, 2014, *** ******* enrolled in the Instant Checkmate $1.00 Trial membership program by entering her personal information and credit card information.  In order to complete the enrollment process, *** ******i had to check a box to agree to Instant Checkmate's Terms and Conditions.  Instant Checkmate's Terms and Conditions clearly state the following information:

 

The use of this website is subject to the following terms of use:

 

$1.00 Trial Membership

 

If you selected a trial membership, you will be billed $1.00 immediately upon enrollment of the trial. Your 5-day, $1.00 trial will expire in 5 days. Upon the expiration of the 5-day trial period, you will be automatically enrolled in a monthly membership and billed $25.81 immediately and $25.81 every month thereafter, unless you cancel.

                               

You may cancel your membership, including any trial or nonstandard membership at any time by calling our customer support line at 1-866-490-5980 between 5am - 10pm Pacific Standard Time (7 days a week) to speak with one of our Customer Service Representatives. Any cancellation request will cancel your upcoming bill.

 

Our number one goal at Instant Checkmate is customer satisfaction. If you are ever not satisfied with our services, feel free to call one of our excellent customer support staff between the hours of 5am and 10pm PST seven days a week, or between 6am and 2pm PST on holidays, and we will work to resolve your issue. Refunds are handled on a case by case basis with the ultimate goal of complete customer satisfaction.

 

We are sorry to hear that *** ******* was not satisfied with our services. As a gesture of goodwill, *** ******i has been honored with a refund in the amount of $59.26. *** ********* Instant Checkmate account has been cancelled and she will not incur any further charges.

 

 

 

Instant Checkmate apologizes for any confusion *** ******i encountered regarding our policies and billing plan. Since she has been provided a refund and the concerns mentioned in her complaint have been addressed, we therefore consider this matter closed.  If you have any questions regarding the foregoing, please do not hesitate to contact Customer Support at 1-866-490-5980.

 

Sincerely,

 

Customer Support

Instant Checkmate

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: paid $22.86 charged to card Jan 28/2014.for a one month charge. was charged again on February 27/2014. i purchased the service of accessing instantcheck's records for a one month period on 1/28/2014. this payment was charged to my Visa card. On 2/27/2014 I was charged again for $22.86. I contacted instantcheck and they responded via e-mail. In the body of the e-mail they included the following "we assure you that you will not be charged again." On 3/30/2014 I was charged again for $22.86. Again I contacted them and received an e-mail from them that included the following "This is an automatic email to let you know that per your request your account with Instantcheckmate.com has been canceled. You will not be billed again.

Desired Settlement: refund by a cashier's check or a credit to the Visa card that has been charged for three "Payments", so far, for one month worth of "services". In addition to any future months that may be billed.

Business Response:

May 3, 2014

 

Better Business Bureau

4747 Viewridge Ave. Suite 200 
San Diego CA 92123 

 

 

Re:  BBB Complaint Case # ********