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Intelius.com
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BBB Accredited BusinessA Rated by BBB

Complaints

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

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Intelius.com has 8 locations, listed below.

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    Customer Complaints Summary

    • 370 total complaints in the last 3 years.
    • 178 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/23/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Taking money from my account without my consent

      Business Response

      Date: 09/25/2023

      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 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 no cancellation attempts were made through any of these channels.  

      As a courtesy, we have cancelled all memberships and refunded Mr. ******* account back to the payment option used to enroll (up to 12 months due to system limitations), 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: 09/26/2023


      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:09/20/2023

      Type:Order Issues
      Status:
      Answered
      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 requested my data to be removed from Intelius, but the tool they provide to remove my data does not work.

      Business Response

      Date: 09/20/2023

      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.

      After a thorough investigation, we were unable to locate a report with the information provided. In order to meet ******************** expectations, we request all applicable information including, please take a screenshot of the report and include it in the response tous. Also, please provide other email addresses, physical addresses or phone numbers that they may have used to help validate their identity. That information will only be used to process their 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

    • Initial Complaint

      Date:09/20/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      My personal information was requested to be removed from the search tools and the company provided me links to remove the data, but the data cannot be removed using the suppression tools they provided.

      Business Response

      Date: 09/26/2023

      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 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), Monday Friday.

      Sincerely,
      Intelius Support

    • Initial Complaint

      Date:09/20/2023

      Type:Billing Issues
      Status:
      Answered
      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 agreed to pay $1.01 for the people search and $4.25 for the reverse phone look-up. I did not agree to allow them to take out $37.22 from my bank account the same day. I cancelled my subscription.

      Business Response

      Date: 09/20/2023

      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 issued a reversal 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

    • Initial Complaint

      Date:09/14/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 data broker has illegally collected and sold my PII (personal identifiable information) online. I hereby demand that they immediately remove my information. They have refused to answer my emails and their "removal" tool is a joke that will not work because the phone numbers are wrong and the email address is a different person with my name! So I can't "verify" that I am me when their system is full of incorrect data about me to begin with! Remove my information immediately or I will seek legal action! For reference, the ** on their data removal PeopleConnect is:**: ************************************

      Business Response

      Date: 09/14/2023

      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 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), Monday Friday.

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 09/14/2023


      Dear BBB: 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. Thanks. 

    • Initial Complaint

      Date:09/11/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 noticed a monthly charge for $33.05 on my credit card from Intelius that had been going back 18+ months, however I never signed up for this service. Upon contacting the company, they informed me the account had been opened in Dec 2017 with an email I didn't recognize ( using @yopmail.com) and that the account had never been used. There have been no other fraudulent transactions on this credit card over the same period. Based on previous lawsuits against this company, I can only assume they fraudulently set up the account. I requested a full refund, but the company was only able to provide a refund for 12 months. While I should have caught this earlier when reviewing my credit card statements, I did not.

      Business Response

      Date: 09/13/2023

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

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

      Under normal circumstances, when a user activates an account with **********************, they must provide an electronic signature authorizing Intelius to charge their payment method, 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 upon signup. If a user completes their initial ********************** inquiry but does NOT enter their payment information, they will not be charged and no membership will be created.

      In the event of proclaimed fraud, Intelius requests the billed recipient contact us first to ensure the account in question is thoroughly investigated. When this claim can be justifiably substantiated, the account in question is disabled from further use, all memberships to be cancelled, and all charges to be returned to the payment option holder (up to 12 months due to system limitations).

      We have refunded all unauthorized ******** (up to 12 months due to system limitations) to ************************** payment option used to enroll, and no further charges will be incurred. Additionally, we have disabled the account to prevent any further access. 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:09/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 heard from anyone regarding my request. Your verification methods are not valid. You're listing my old phone number and emails that I never used. Please remove my profile or provide alternative method.ID: ************************************ ************************* (****)

      Business Response

      Date: 09/12/2023

      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 report for Gisselle. 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

    • Initial Complaint

      Date:08/29/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Hidden fees in subscription service , then not letting me get refund immediately.

      Business Response

      Date: 08/29/2023

      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 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 7:00 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

    • Initial Complaint

      Date:08/19/2023

      Type:Order Issues
      Status:
      Answered
      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 was unknowingly charged ***** on july 31st. *** tried nearly daily to get this refund. I filed a chargeback despute through paypal, that went in Intelius favor, and now they are refusing to refund and are keeping my money, after 20 days of constant effort with no resolve. I, like so many others, didnt want anything more than the $1.04 charge I authorized, not the sneaky expensive membership that came after. I dont want it, didnt see it, havent used it at all, and I want my money back.

      Business Response

      Date: 08/21/2023

      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 no cancellation attempts were made through any of these channels prior to ****************** initiating the chargeback with PayPal on July 30, 2023.

      We have confirmed that Mr. ******** account has been cancelled as of July 30, 2023. Additionally, we would be more than happy to issue a refund on his account; however we are unable to refund the payments due to a pending chargeback. A chargeback is a dispute with a credit card provider, and ****************** should receive an update directly from them regarding the resolution.

      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:08/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Only agreed to charge of $1.01 which included sales tax. The $4.26 for unlimited PDF was not something I was offered or allowed to decline it was not disclosed. The state sales tax $4.26 is inaccurate because the state sales tax is roughly 3 on the filler county sales tax is $4.26 also incorrect as my county sales tax is another 2. This is all inaccurate and not disclosed to the purchaser.

      Business Response

      Date: 08/15/2023

      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 ******************************* 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 7:00 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

    Intelius.com is BBB Accredited.

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