Complaints

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

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• 

  Intelius.com

  600 B St San Diego, CA 92101-4501

  
• 

  Intelius.com

  PO Box 643 Carmel, NY 10512-0643

• 

  Intelius.com

  PO Box 808 Bothell, WA 98041-0808

• 

  Intelius.com

  500 108th Ave NE Ste 1660 Bellevue, WA 98004-5599

• 

  Intelius.com

  PO Box 4145 Bellevue, WA 98009-4145

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:12/31/2023

  Type:Order 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 had used this site paid the ,95c for 1 time use then unsubscribed from it because was only using it the 1 time. They charged me for a subscription anyways. I did a rebuttal on my bank card they got in touch with them and PCH inteluis cancel my subscription then wouldn't refund my money I contavted both my nank and pch inteluis 3 times file several rebutsls. Can't get my $34.95 back from either PCH inteluis says it's because my bank contacted them the canceled my account so no no way to refund the money (Next question on here) I paid the .94 cent for 1 time use then they charged me $34.95 I want that money back

  

  Business Response

  Date: 01/02/2024

  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 Intelius to charge their payment method 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising 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.

  For the last 3 months I'm getting charged for something that I had canceled, I've asked her to be canceled multiple times to know avail. I am simply requesting the last 3 months to be paid back to me at $34.95 at a total $104.85. I don't wish any trouble for them but better customer service. I feel like I was completely let down an stolen from.

  

  Business Response

  Date: 12/27/2023

  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 Intelius to charge their payment method 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.
  
  Customers are able to cancel online from within their account, through our Customer Phone Support, or by sending an email to [email protected]. After a thorough investigation, we have determined that ************** requested cancellation by sending us an email on August 13, 2023. We responded to let him know that we could not locate the account with the information he provided. We requested additional information to locate the account but we did not receive a response. We were able to locate the account today with the information ************** provided to the BBB.
  
  As a courtesy, 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 12/27/2023

  
  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,
  
  *************************
   
   This statement is true by me aslong as the message sent from the company when speaking of the refund is the entire Four months I was paying for it. I appreciate their efforts to close this out. I unfortunately don't have any emails from them since Nov. 6, but either way if I get my ****** I will be satisfied.
  

• Initial Complaint

  Date:12/24/2023

  Type:Sales and Advertising 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've had an issue of identity theft and was shocked to learn that Intelius is publically displaying my home address and previous addresses all right there to be found on ****** Search. I can't verify that I'm me using their tool because the numbers are all wrong. I demand that Intelius remove my data being publically displayed at the following URL: *****************************************************/I will file a lawsuit for reckless endangerment if this is not done immediately.

  

  Business Response

  Date: 12/27/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from ************************************************, ID ********. 
  
  Inteliuss 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 both the person and phone reports 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 12/27/2023

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

• Initial Complaint

  Date:12/23/2023

  Type:Sales and Advertising 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 have filled out the information on their suppression website *********************************************** Though, when you go to their main website you can see that they are still providing my contact information. In the picture I took my information is masked, but I know that it is being provided to anyone who is willing to pay for it. This is not acceptable. Legally, there is supposed to be a way to opt out of having your information to going to the public and Ive done that. Remove my information from your site.

  

  Business Response

  Date: 12/27/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from *******************************, ID ********. 
  
  Inteliuss 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.
  
  Unfortunately, the screenshot that ******************** shared does not provide enough information to locate and validate her identity. If she is able to locate the result corresponding to her on Intelius, we ask that she please provide a different screenshot. Also, we ask that she please provide other email addresses, physical addresses or phone numbers that she may have used to help validate her identity. That information will only be used to process her request.
  
  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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 12/27/2023

  My phone number is shown in that photo of your website. Which only gives two possibilities. One is that its listed under someone with the same name as me, in which case that profile should be suppressed. Two would be that its under a different name and your information is incorrect, which means you should delete my phone number from that other persons profile. In a nutshell, my phone number should be absolutely nowhere on your website.

  

  Business Response

  Date: 12/29/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from *******************************, ID ********. 
  
  Inteliuss 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 requested phone number from our database. If ******************** continues to see her information on our website, we encourage her to reach out to us, providing a screenshot and link to the information found. We want to ensure that we have removed Ms. ********* information 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:12/19/2023

  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.

  Last week, around 12/15/23, I paid $.95 to purchase a single background check. Here, a few days later, my account was charged $34.95! I took a look and I had unknowingly been signed up for a monthly subscription. ****, I'm not a private investigator, how many people could I possibly want to look up? I feel like this was done in a predatory fashion, and I want my money back!On top of it, the "support" tab on their website is conveniently glitchy and unusable. So I haven't been able to contact.

  

  Business Response

  Date: 12/19/2023

  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 Intelius to charge their payment method 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 ******** Jeffersons 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 12/19/2023

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

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair 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 purchased an Intelius report on 12/17/2023. The information contained in the report, which took nearly ten minutes to process with slowly moving progress bars, was largely incorrect (family members wrong, some misspelled, current employment missing) or outdated (addresses, social media, phone numbers).There was no new information for my search subject from the past eight months, even though this person has an address registered with a number of agencies and with a bank, and a phone number with a major carrier. Basically I got a dossier of decade-old information with a few items dating from the past 2 years, and virtually nothing from this year.Intelius still lists ******* social media accounts, even though they've been defunct for years. Those links go to blank pages. I'm quite certain a search on WhitePages.com would have been more accurate and thorough. The biggest rub, though, is the last-second $3.99 upcharge to download your report, after paying about $25 for it. This is a business to stay away from.

  

  Business Response

  Date: 12/18/2023

  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 Intelius, 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 reversed all pending charges to ***************************** 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 12/18/2023

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

• Initial Complaint

  Date:12/10/2023

  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.

  This website clearly uses a bait and switch tactic. It states that the information is FREE. Meaning you will not be asked to pay, right? That is not the case. After filling out the info and answering a bunch of questions, the last screen comes up asking for PAYMENT. That is not FREE. This is dishonest and sneaky. Don't claim the service is free and then ask for payment at the very end. Not only does it want payment, but it's not a one time payment for information. It is a monthly commitment, that has to be cancelled by very specific means. It claims for $1. You can get a FREE TRIAL, also very deceiving marketing tactic. If you continue reading it then states you will be billed ***** for the month! So, bottom line. If you just want to quickly do a reverse phone number look up, and you use this website, you will end up with a automatic *****/mo. charge to your credit card. It should be criminal to bilk people out of their money this way! You should be ashamed and charged with a crime for being so deceitful. .

  

  Business Response

  Date: 12/11/2023

  Dear ********************************, 
  
  This response is in regards to the consumer complaint from ***********************, ID ********. 
  
  Intelius compiles hundreds of millions of available public records from several different data sources. We pay for all of the information we provide. Our billing details are prominently displayed before a customer decides to sign up for our services, and these terms can also be reviewed at any time in our Terms of Service. We do not claim to be a free service. In order to view reports, an active membership is required.
  
  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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  I use this service briefly and paid $0.95 for a trial basis. They were unable to find information on a number for me,so they refunded that money. I canceled my membership before the trial was up, and they charged me $3.99 after I canceled. I contacted them for a refund, but haven't received a response.

  

  Business Response

  Date: 12/05/2023

  Dear ********************************, 
  
  This response is in regards to the consumer complaint from ********************************, ID ********.  
  
  When a user activates their account, they are required to provide an electronic signature authorizing Intelius to charge their payment method as described. The $3.99 charge that ******************************** referred to was for the *** Download feature, and it was not charged after cancellation. 
  
  We have confirmed her membership is cancelled and refunded in full, account back to the payment option used to enroll. 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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:12/01/2023

  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.

  Intelius.com has failed to remove my personal identifying information from its owned websites, including ***********, AnyWho, InstantCheckmate, and others, within 48 hours of my opt-out request as indicated by their opt-out process.It has been over two weeks since my initial opt out request was submitted to Intelius directly, at which point I received a response indicating that my records would be removed within 48 hours. My records are still accessible on Intelius' owned websites, meaning they have breached this agreement and are now in violating of my data privacy rights. Furthermore, they are contributing to a lapse in my sense of privacy and security which has caused me emotional and psychological distress.

  

  Business Response

  Date: 12/05/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from *******************, ID ********.
  
  Inteliuss 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 or suppressed the report for *******************. The request to remove *********************** information from the Intelius website, will be applied to the *********** displayed on all search sites owned by PeopleConnect including ***********.com, Intelius.com, InstantCheckmate.com, USSearch.com, and the affiliated website Anywho.com. 
  
  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), Monday Friday.
  
  Sincerely,
  Intelius 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,
  
  *******************
  
   
  

• Initial Complaint

  Date:11/16/2023

  Type:Customer Service 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 wish to have my personal information removed from ALL Intelius affiliated websites - "Intelius website, will be applied to the *********** displayed on all people search sites owned by PeopleConnect including ***********.com, Intelius.com, Instantcheckmate.com and USSearch.com."I approached each of these sites a year ago, personal data is removed by obviously uploaded shortly after. I am now asked for additional personal information which I am not going to provide. I would like my personal data removed from these websites.

  

  Business Response

  Date: 11/20/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  We care about the privacy of our consumers and their ability to personally control the display of their public data. Our ****************** allows them to limit the ability of other users to view their report while preventing others from abusing this function of the website.
  
  After further review of our correspondence with ****************, we were unable to locate a report for her on our website. If she is seeing the Intelius website, please have her take a screenshot of that result and email it to us.
  
  ******************** request to remove her information from the Intelius website will be applied to the public data displayed on all search sites owned by PeopleConnect, including ***********.com, Intelius.com, InstantCheckmate.com, and USSearch.com.
  
  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), Monday Friday.
  
  Sincerely,
  Intelius Support
  
  

  Customer Answer

  Date: 11/21/2023

  Thank you BBB for your assistance.

  The personal information in question is maintained by Intelius via other websites.  I have filed a complaint with the ************************ which, as of January 1, 2023, offers assistance through the ************* Protect Act. 
  

  

  Business Response

  Date: 11/27/2023

  Dear ********************************,
  
  This response is in regards to the consumer complaint from *************************, ID# ********.
  
  Intelius 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.
  
  After further investigation, we have confirmed that we were unable to locate ******************** report on the Intelius website through several correspondences.
  
  Additionally, we requested that **************** provide us the *** and screenshot of the information she is seeing on our website to help us locate the information she was able to find and verify if it may come from an affiliate website.
  
  If **************** does see her information on other public sites that we are not affiliated with, please have her contact them directly to learn more about their opt-out process.
  
  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 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time), Monday through Friday.
  
  Sincerely,
  Intelius Support