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Consumer Complaints

BBB Accredited Business since 1/21/2014

Intelius

(425) 974-6100

Customer Complaints Summary

331 complaints closed with BBB in last 3 years | 100 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 40
Billing/Collection Issues 88
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 202
Total Closed Complaints 331

Additional Complaint Information

On February 22, 2012, BBB recognized a pattern of complaints from consumers regarding billing issues. Consumers allege they were not aware of a monthly fee when signing up for a one-time purchase. Consumers claim the monthly fee is from an Identity Protect Service enrollment, which includes a free seven-day trial period and monthly charges of $19.95 thereafter.

According to BBB files, Intelius has worked with BBB to improve the language on its website to clearly and conspicuously disclose all terms to consumers regarding the Identity Protect Service, and has updated its purchase page to require consumers to opt-in to this program as well as create a username and password.



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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.