Complaints

This profile includes complaints for Instant Checkmate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Instant Checkmate

  375 Camino de la Reina Ste 400 San Diego, CA 92108-3083

  
• 

  Instant Checkmate

  4150 Mission Blvd Ste 200 San Diego, CA 92109-5054

  
• 

  Instant Checkmate

  4330 S Valley View Blvd Ste 114 Las Vegas, NV 89103-4051

• 

  Instant Checkmate

  9596 Chesapeake Dr Ste A San Diego, CA 92123-1346

  
• 

  Instant Checkmate

  4330 S Valley View Blvd Ste 114 Las Vegas, NV 89103-4051

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:12/09/2023

  Type:Product 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.

  This site is not letting me exercise my data privacy right to delete my information from their site. It is asking me to provide email address to remove my information, but then claims that the email address I provided is not in their records.

  

  Business Response

  Date: 12/11/2023

  Dear ********************************, 
  
  This response is in regards to the consumer complaint from *******************, ID ********. 
  
  Instant Checkmates information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  The ****************** allows consumers to limit the ability for other users to view your report while preventing others from abusing this function of the website.
  
  To exercise this right, access our suppression tool, ******************************************************, and click on Manage Suppression Rules. The consumer will be asked to submit their email address to begin the process. 
  
  Any request to remove information from the Instant Checkmate website, will be applied to the *********** displayed on all people search sites owned by PeopleConnect including ***********.com, Intelius.com, Instantcheckmate.com and USSearch.com.
  
  Please Note: The Suppression Tool only applies to the publicly available information that is contained in our reports and displayed to consumers on our website. If you want to exercise your CCPA or other state law privacy rights with respect to the user data ********************** collects from you, consumers can do so here, *****************************************************.

  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  

  
  

  Customer Answer

  Date: 12/11/2023

  Under CCPA I have a right to request deletion of my personal records gathered and kept, especially as a ID theft victim. 

  

  Business Response

  Date: 12/13/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from *******************, ID ********. 
  
  This right to delete is specific to the ********* that ********************** collects and maintains about its users, such as information users provide to us when they interact with the website or create an account, information regarding user interactions with our website and customer care channels, and traffic data, which includes IP addresses, browser types and the pages users visit while using our site.
  
  To exercise this right, Visit our website here, *****************************************************. Toward the bottom of the page, you will see a section titled Right to Delete with instructions. Enter email address that was provided to Instant Checkmate when they interacted with the site, click Delete My *********. If you are a customer, you will be prompted to log in. If the user is logged in, they will not be required to enter an email address. If we have ********* corresponding to the email address provided, the user will receive an email to the email address provided with a link to authenticate the identity. Follow the steps in that email. If we do not have ********* corresponding to the email address provided, an email confirming that and the request will be considered complete.  Once the user authenticates their identity, we will begin processing your request. When your request has been processed, the user will receive an additional email with a confirmation.   
  
  This right does not apply to the public data Instant Checkmate collects about you to generate reports available on the website.  To exercise your rights with respect to that public data, click here, *****************************************************/. 
  
  We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

• Initial Complaint

  Date:12/08/2023

  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 never authorized a $35 charge. I would like this refunded immediately.

  

  Business Response

  Date: 12/11/2023

  Dear ********************************, 
  
  This response is in regards to the consumer complaint from ***********************, ID ********. 
  
  When a user activates their account, they must provide an electronic signature authorizing Instant Checkmate to charge their card as described. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  We have cancelled all memberships and refunded ***************** account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

• Initial Complaint

  Date:12/02/2023

  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.

  I canceled their service for more than a year now but Im still getting automatic monthly charges in my checking account. I tried to contact them but I cant get through. I also emailed to cancel but nothing happened.

  

  Business Response

  Date: 12/05/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from ****** Sicad, ID ********. 
  
  When a user activates their account, they must provide an electronic signature authorizing Instant Checkmate to charge their card as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  After conducting a thorough investigation, two accounts have been located using the provided information. The first account, associated with the email address *********************** was cancelled on November 21, 2021, and no recent charges were made. The second account, which was associated with the email address *********************** has not been cancelled. This account is the reason behind the recurring charges that ****************** has been receiving recently. 
  
  We have cancelled all memberships and refunded ****** ****** account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

  Customer Answer

  Date: 12/05/2023

  
  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,
  
  ****** Sicad
  
   
  

• Initial Complaint

  Date:11/28/2023

  Type:Billing 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.

  Instant checkmate has been contacted to resolve a charge that was made. They stated I'm no longer in their system and my pending charge should not go thru. After checking and verifying with my account, they jnfact charged my account. I used their services and canceled within the allotted time phrame to avoid charges. My bank continues to say the merchant has to remove my info from their site to charge buy instant checkmate states they can't find me in their system. How do I resolve this if it continues to charge me with no record in their system. Possible breach to my card with in there infrastructure? ***** ICM*INSTANTCHECKMATE.C ********* ** - $37.23

  

  Business Response

  Date: 11/29/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********. 
  
  When a user activates their account, they must provide an electronic signature authorizing Instant Checkmate to charge their card as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  After a thorough investigation, we were unable to locate an account with the information provided. In order to meet ************************ expectations, we request all applicable information listed below:
  
  The first and last name used on the account
  The email address registered
  The first 6 and last 4 numbers of the card used
  The Paypal email address or Paypal Transaction ID number
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

• Initial Complaint

  Date:11/07/2023

  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.

  Your opt out is not finding my profile. It says "We were unable to locate any results that matched your name and date of birth. If you have more than one name, please go back and make sure all relevant names are part of your search criteria." I do see my profile here. ********************************************************************************** remove ******************************* 2018 ***********, ******, ** 98466-3633 71 year old

  

  Business Response

  Date: 11/07/2023

  
  Dear ********************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********.
  
  Instant Checkmates information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  We have removed the report for  *************************. The removal process takes between 24 - 48 hours to be completely removed from our website. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

• Initial Complaint

  Date:10/23/2023

  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 went to the site because I wanted to look up an old friend. My assumption was that the $38 they charged me was a one-time thing, for ONE report! I just noticed today that they have been charging $38 a month since March '23. I'm 79 years old and on a fixed income.

  

  Business Response

  Date: 10/25/2023

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

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

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

  We have cancelled all memberships and refunded ********************* account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  

  Sincerely,
  Instant Checkmate Support

  Customer Answer

  Date: 10/27/2023

   The company refunded only about $30, one month's charge.  I wan the rest back, excluding of course the initial payment for the report.

  

  Business Response

  Date: 11/02/2023

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

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

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

  We have cancelled all memberships and refunded ********************* account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  

  Sincerely,
  Instant Checkmate Support

• Initial Complaint

  Date:10/21/2023

  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 used this service based on their claim to have all the needed information on a person including criminal and especially criminal background. I knew this person has in fact been arrested over a dozen times and is currently in jail facing several felonies and I wanted to know the severity of the charges and if they were things that should cause worry to me and my family considering we knew him well and let our children hang out. He shows to currently be sitting in ****************** on five felony charges and instantcheckmate showed him to not even have any criminal record and they didnt show any criminal background on him. It was a complete waste of money for us to use this service to get any kind of additional information that we could about his incarceration when they didnt even show he had a criminal record and Id like to make sure others dont waste their money.

  

  Business Response

  Date: 10/25/2023

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

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

  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from Instant Checkmate, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show ** in a final report.
  

  We have refunded ********************* account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  

  Sincerely,
  Instant Checkmate Support

• Initial Complaint

  Date:10/11/2023

  Type:Product 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.

  Instant Checkmate has shown up numerous times as having published my email address and phone number on the dark web on my credit alerts. I visited their website and followed their required steps to "Suppress" my information. The website claims my information was already suppressed, and that I could change it to be displayed if I wished to. Clearly, I do not. If it were true that my information had already been suppressed, which I previously requested in 2019, my information would not have been found on the dark web as recently as 4-10-2023 from instant checkmate. I want my information removed and never added back to this or any other affiliated websites. I want my information removed from the dark web. I am tired of getting constant spam and phishing emails as a result of instant checkmate publishing my information on the dark web. I will not accept a stock response that you seem to be posting to all the other complaints.I DO NOT CARE IF YOU OBTAINED MY INFORMATION FROM PUBLIC RECORDS! TAKE IT DOWN AND DO NOT EVER PUBLISH IT ON THE DARK WEB AGAIN! Next step will be a lawsuit. Don't waste your time or mine with your stock copied and pasted responses. I will not accept that as a resolution.

  

  Business Response

  Date: 10/13/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from ****************************, ID ********.
  
  Regarding the data security incident, you can find our response and the most recent information regarding our security protocols at this link ,************************************************************************. We take the privacy of our customers very seriously and are taking all appropriate measures in response to the incident. We will continue posting updates as we have more to report.
  
  This right to delete is specific to the ********* that ********************** collects and maintains about its users, such as information users provide to us when they interact with the website or create an account, information regarding user interactions with our website and customer care channels, and traffic data, which includes IP addresses, browser types and the pages users visit while using our site. For more information about this data and how it is used and stored, visit our Privacy Policy,******************************************************.
  
  To exercise this right, please visit our website at this link here, *****************************************************. Toward the bottom of the page you will see a section titled Right to Delete with instructions.  
  
  NOTE: If you are a customer and choose to delete your user data, we must delete your account and will cancel any and all subscriptions associated with your account, and delete your account information to the extent required by law. 
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

• Initial Complaint

  Date:10/08/2023

  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.

  Instant checkmate is displaying detrimentally incorrect information on my personal profile. I have been in contact with them and they responded that the info is taken from local records and they cant change it. There are so many incorrect items on my profile that I decided (with their instruction) to have them suppress my information. The website claims errors in completing my suppression request, so I cant even remove the very wrong profile..They dont seem to care what they put out there for the world to see, but I care about my reputation and dont appreciate incorrect information about myself - including falsely reporting that I have tickets, drug charges, domestic charges against me, when in fact I HAVE NONE!!!!

  

  Business Response

  Date: 10/09/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *****************************, ID ********. 
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from Instant Checkmate, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show up in a final report.
  
  We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  We are unable to locate a report for ******************** with the information provided. If she is still seeing her information on our website, we ask that she please provide us with links to her information to ensure that we remove the correct report for her.
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

• Initial Complaint

  Date:10/03/2023

  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.

  I have asked at least two dozen times to get my information taken off of your website. They have taken off my "profile" but have not taken off my preview. I keep getting a generated response that says they'll take my information off within the next few days. That never happens. I want my information taken off your website completely.

  

  Business Response

  Date: 10/05/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *****************************, ID ********. 
  
  Instant Checkmates information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  We have previously removed ****************** information from the Instant Checkmate website. Additionally, we have requested a ****** page cache clear for the provided link. Although we have made this request, we have no influence on how long it will take ****** to update the page and/or remove the link.
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

  Customer Answer

  Date: 10/06/2023

  This is the first time I've heard of this: "we have requested a ****** page cache clear for the provided link. Although we have made this request, we have no influence on how long it will take ****** to update the page and/or remove the link." It's excellent for once to have an actual human respond to me instead of a generic auto-response. Once my report is completely taken off the internet, I'll close this case out. 
  
  

  

  Business Response

  Date: 10/10/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *****************************, ID ********. 
  
  Instant Checkmates information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  We have previously removed ****************** information from the Instant Checkmate website. Additionally, we requested a ****** page cache clear for the provided link. I have confirmed that the ****** link is no longer displaying ****************** information in their teaser. We ask that **************** confirms the removal of this information and to please let us know if she continues to find her information on Instant Checkmate. We want to ensure that her information has been removed to her satisfaction.
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Instant Checkmate Support
  
  

  Customer Answer

  Date: 10/19/2023

  I have checked and confirmed my information has been deleted. 

  Thanks,

  ********

  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,
  
  *****************************