Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2025 I used ***** services to get a criminal record check from the **** but I was charged even though I did not complete the application process / submit the application. Payment occurs prior to the completion of the application and when you get to the last page where you are supposed to Review and Submit the application you are unable to make any edits or changes if there are errors in the application - you are unable to review. I tried the service twice and in both cases the information was recorded incorrectly and I was unable to correct it. Because you cannot submit incorrect / non-factual information for a police check I did not submit the forms but I was charged regardless. It appears to me that the problems with the website are structural / intentional. You must pay first and then you are simply unable to cancel or not submit the application making it seemingly impossible to even get the product i.e. Criminal Record Check you are paying for in the first place. There seems to be little / no customer service and I've now read of many people who have been scammed in a similar way. They ************ themselves implying a connection to the **** while actually being a third party. This is a HUGE concern because they retain credit card info and valid ID such as drivers license. This business needs to be investigated and surely should not have an A+ rating. Thank you

  

  Business Response

  Date: 30/04/2025

  Dear Better Business Bureau,
  Thank you for bringing this complaint to our attention.
  Regarding the complaint from April 22, 2025: The candidate, ****** ****, contacted our Support team on the same day reporting his technical issue. Our records confirm that he completed payment but did not proceed with the check, and then repeated the process which resulted in him being billed twice. He expressed frustration to Certn Support and a refund for both checks was initiated the same day. Please see attachments included for proof of refund. Our standard process includes sending candidates an email request allowing them to complete checks they've started. In this case, the individual did not follow those steps and instead initiated a new check.
  We appreciate this feedback and are actively working on changes to our system. Specifically, we are updating our application flow to allow for the review process to happen prior to payment, which will provide a better experience for candidates and prevent similar situations in the future.
  We facilitate access to criminal record checks as an accredited third-party provider through our police partners, which we state on our website and throughout the process.
  

  Customer Answer

  Date: 30/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:25/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to get a record check, once the application was completed the check came back as inconclusive. They then informed me I was trying to obtain a fingerprint check, also known as a Criminal Records and Judicial Matters Check (CRJMC). I was not looking for a fingerprint check and not once during the entire application process did they mention anything about a fingerprint check print check. Criminal and Judicial Matters check and fingerprint checks are two complete different things. * **** ***** * ****** ****** ** ***** ******* ** ******

  

  Business Response

  Date: 12/04/2025

  Dear Better Business Bureau,
  
  
  Thank you for forwarding ***’ concerns regarding his recent experience with Certn. We appreciate the opportunity to clarify the situation.
  
  
  In Canada, when it comes to criminal record checks conducted through the ****-accredited process, there are only three types of results that can be legally and accurately returned:
  
  Negative: No criminal record was found.
  Confirmation of a Criminal Record: A confirmed match to an existing criminal record.
  Incomplete/Unconfirmed: A possible match to a criminal record has been found, but it cannot be confirmed without fingerprint verification.
  
  
  
  In ***’ case, his result came back as Incomplete, meaning that criminal records were identified, but we could not confirm them through name and date-of-birth matching alone. This is not unusual. When this happens, the individual is advised to complete fingerprinting to confirm or clarify the result.
  
  
  Our support team did notify *** of this and offered instructions on next steps. It’s important to note that this outcome does not mean a fingerprint check was mistakenly requested—it means that fingerprinting is the next step required to verify the incomplete result, per **** guidelines.
  
  
  We understand that customers often expect a “clear” result and may be surprised when that’s not the case. However, it is unfortunately common in our line of work that individuals with records—whether known to them or not—submit checks expecting a clean result, and then request refunds when that doesn’t happen.
  
  
  As a third-party provider, Certn processes the information provided by applicants and returns the results based on data from official sources. We cannot alter, interpret, or suppress the results, nor are we able to provide refunds when the outcome isn’t what the applicant had hoped for.
  
  
  We strive to be as transparent as possible about our process and regret if there was any confusion. We welcome feedback and continuously work to improve our communications.
  
  
  Thank you for your time and consideration.

  Customer Answer

  Date: 14/04/2025

   I am rejecting this response because the company in question did not provide any information whatsoever pertaining to my history. The background check came back incomplete when I gave the company the proper information they needed to complete the background check. The company does not give any warning about needing to get fingerprints done for detailed results until after the fact of a background check being completed. The company then claims that they will not refund the customer after unsatisfactory results, which is ****** ***** *** ****** I will not be completely satisfied until given detailed results regarding the backround check or a full refund is returned to myself.This issue will continue to go unresolved until one of the two requests I ask for is fulfilled.
  

  

  Business Response

  Date: 16/04/2025

  Dear Better Business Bureau,
  
  
  Thank you for providing ***’ follow-up response.
  
  
  We would like to reiterate and further clarify that Certn followed all proper procedures in delivering ***’ background check, in accordance with Canadian law and **** policy. The outcome *** received—an incomplete result—was not a failure on Certn’s part, but rather a standard and regulated response when additional identity confirmation is required.
  
  
  ** *** ******* **** ** *** **** ************* ** ******** ****** *********** ******* *** *** *** *** *** ******** **** *** ******** ****** **** *** ** ********** ** *** ********* ** ** *** ***** ** *** ******** ****** *********** ******** ** *** ********** *** ****** ****** ******** *** ********* ********* ******* ** *** ****** **** ** ****** *** *** ******** ****** *********** ******** ** *** ********** ** **** ****** ** ******** * ****** ** *** **** ******** ********** ** ******** ******** ** ******* ******* * ******** ****** ******* *** ********* ** ********* ** **** ************ ** *** **** ******* ** ********** ****** ****** ** **** ********** ******* ************** ******** ***** *** ** ****** ******* * ***** ******** *** **** **** *********** ** ********* ** *** **** ******** ********** ** ******** ******** ***** *** *** ******** *** ******** ** *** **** ******** ********** ** ******** **********
  
  
  In short: Certn cannot provide detailed results without fingerprint verification, as this is mandated by the ****, the official custodian of criminal record data in Canada. This step ensures that no person is wrongly cleared or accused based on name/date-of-birth similarities.
  
  
  It’s important to clarify:
  
  *** did not receive “no information.” He received a standard Incomplete result, which explicitly indicates that fingerprinting is needed to continue.
  This process and its potential outcomes are part of Canadian police background check standards, and not determined by Certn alone.
  Refunds are not provided when results are incomplete due to this mandated next step. Certn fulfilled its service by submitting the request and delivering the ****-compliant response.
  
  
  
  We understand that background checks can be stressful, especially when the results are unexpected. But Certn’s role is to facilitate a regulated process—not to override or interpret law enforcement findings.
  
  
  We respectfully disagree with the characterization of our service as ******* ** ******** and stand by the integrity of our process.
  
  
  
  

  Customer Answer

  Date: 17/04/2025

   I am rejecting this response because:
  I will not back down from a fraudulent company that can't provide the proper information, and I will not agree to their response. The best thing for Certn to do would be to give a full refund. ** *** **** ** ***** ****** ******* * ** *** *** **** ****** *** **** **** **** **** ******** This issue will continue to go unresolved until I receive a full refund.
  

• Initial Complaint

  Date:26/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Couple weeks ago (01/13/2023) I paid to get a records check. They rplied saying my photos did not work. No worries replied with new ones like it said to do. Couple days later i get another email saying I need to send photos. I replied saying I hope they had good security and it would be the last time im sending photos of me with my id. No word from them since. I have sent an email asking if the check was done... no reply. I sent an email saying I needed it done or a refund... no reply. I sent another email asking for a refund... no reply. So now I have sent an email demanding a refund, with a screenshot of the sent email with the info they asked for... no reply. * ***** ** *** ** *** ***** ****** **** ** *** *** ******** ********

  

  Business Response

  Date: 02/02/2023

  After reviewing the case with our processing team it appears we have never received the required information from the applicant to process the check. Our last communication with the applicant on January 24th was left without a response and we then closed the case. I will ask our team to follow up with the applicant to work towards a resolution.