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 4145 Bellevue, WA 98009-4145

• 

  Intelius.com

  PO Box 643 Carmel, NY 10512-0643

• 

  Intelius.com

  PO Box 808 Bothell, WA 98041-0808

• 

  PublicRecords.com

  4607 Lakeview Canyon Rd PMB 127 Westlake Village, CA 91361-4028

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:07/25/2023

  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.

  I noticed these charges were coming out of my account through PayPal that I never use. I never authorized these charges or signed up for the services. I have spoken with the company, my ***** ********* They have in total taken about $400 from me. I would like to be refunded the money because this is not right. I never signed up for your services and I never use PayPal. I have seen so many other complaints about this company.

  

  Business Response

  Date: 07/26/2023

  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 cancelled and disabled the account to prevent any further access. Additionally, we would issue a refund on the account; however, we are unable to refund the payments due to a pending chargeback with PayPal.
  

  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: 07/27/2023

  PayPal and my bank both have said that they cannot refund the amounts. I need your business to refund me I have tried to get in contact with you directly and cannot. My bank did refund me 3 months worth of $34.95 but the remained amounts and months I need to be refund now ASAP. PayPal has denied the returned funds so it is up to you to return the funds. I have kids and I need this money back to help take care of them. Please do what is right in this situation. 

  

  Business Response

  Date: 07/31/2023

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

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

  Due to system limitations after a chargeback has been initiated we are unable to process any refunds as it is now being handled by their financial institution. The account has been disabled to prevent any further charges.
  

  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:07/23/2023

  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.

  In January 2023, my son, *****************************, did a name search on himself. He input his information for a 7 day trial. He cancelled the transaction but the company alleges that they did not receive the cancellation request. They proceeded to leave him on autopay for 4 months.

  

  Business Response

  Date: 07/24/2023

  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.  
  
  After further investigation into Ms. ******* concerns, we have confirmed that the account has been previously cancelled as of June 29, 2023, and no further charges will be incurred. Additionally, we would be more than happy to issue a refund on the account; however, we are unable to refund the payments due to a pending chargeback with PayPal. 
  
  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: 07/24/2023

  ****** has closed the dispute without refunding the money. The company should have no issues refunding the money.

  

  Business Response

  Date: 07/31/2023

  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.
  
  Once an account is disputed as part of a chargeback, we are unable to process any changes to the account. We have to refer to PayPal for their resolution of the dispute.
  
  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: 08/05/2023

  That is absolute garbage. ****** has closed the dispute in favor of the vendor because it wasn't a violation of Paypal's policies. The vendor ignored the cancellation request and continued to process the payment. This company is unethical and should be firmly in the "Scam" and "Avoid at all costs" categories. 

   

• Initial Complaint

  Date:07/17/2023

  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.

  Intelius is one of several companies that gather public records of individuals and then sell this information on the public market. Naturally, many individuals -- myself included -- do not wish to have their public information sold. For this reason, Intelius offers an 'opt-out' feature, which I attempted to use to exclude my report from Intelius's business. In order to opt-out, I was required to provide personal information so that the business could verify my identity. Unfortunately -- in a practice contrary to their competitors -- Intelius requires a final step of verification whereby they send a code to one of the phone numbers/email addresses that they claim to have "verified." In my case, all of these numbers/emails were no longer valid (one was a landline/fax number which could not have received an SMS message to begin with) or never belonged to me in the first place. The business claimed that, by emailing their support, they could provide an alternate method of verification. I sent two emails to their support team and never received a response as to how I could verify my information and have the report removed from their website.I request that Intelius remove my report from their website and that, in order to keep their A+ BBB rating, they be required to remove the final step of "verification" from their opt-out process. Anything less allows them to continue falsely claiming that one can "opt-out" of having one's personal information sold while placing impossible roadblocks in front of individuals seeking to have their personal information removed from the website. Supporting this complaint, I have included the two emails sent to Intelius requesting another means to validate my identity, as well as their refusal to provide another means, despite claiming that they would do so through their website.

  

  Business Response

  Date: 07/20/2023

  Hi *****************************,
  
  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) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  Intelius Support
  
  

• Initial Complaint

  Date:07/17/2023

  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 tried to contact someone from your company but i never received any reply.While trying to opt out, I noticed that none of verification methods are accurate and up to date. I don't have access to any emails or phone numbers provided. Please remove me and my father from your site. **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 07/20/2023

  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.
  
  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: 07/21/2023

  
  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:07/16/2023

  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.

  Hello, I have never allowed or approved of my personal information to show on the internet. I have been trying to opt out of Intelius, however, they are making it difficult for me to opt out by indicating that the search for my records is too broad, therefore, they do not give me the option to opt out. See Attachment. Please help by having Intelius allow me to opt out on their website.

  

  Business Response

  Date: 07/17/2023

  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, we were unable to identify a report or validate Ms. ******* identity based on the information provided. If **************** is able to locate the report corresponding to her, we ask that she please take a screenshot of that result and send it to us. We also ask that she 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 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:07/11/2023

  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.

  On July 10, 2023. I submitted a request via email making a request to opt out and deletion of all my personal data. I tried several times requesting deletion and each time I received a email informing me my request was denied. I contacted a member from the support staff and explained my dilemma and was told there was no account with associated email. I went as far as to provide an old email which was to no avail. The Support member informed me I needed to make an account in order to proceed. I attempted the steps of inputting my name onto the homepage of Intelius and received another email claiming my request couldn't be processed. I've exhausted remedies.

  

  Business Response

  Date: 07/13/2023

  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 listed below to help validate their identity:
  Email addresses
  Physical addresses
  Phone numbers 
  

  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:07/11/2023

  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.

  Personal information on the internet without permission. Asked to remove no reply. Would like these kinds of scum to be removed from the face of the earth. This information effects my well being.

  

  Business Response

  Date: 02/23/2024

  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.
  
   In order to suppress or remove ******************************* publicly available information from appearing on Intelius.com and related people search sites, they must access the Suppression Tool using the following link, ***************************************************. They will be required to provide and validate some identifying information first. This is necessary so that we can match their information with a corresponding record and confirm that they are the subject of that record.  The Suppression Tool is for personal use only and made available at our discretion and pursuant to the applicable Terms of Use, that can be found here, **********************************************.
  
  ******************************** request to remove their information will be applied to the *********** displayed on all people search sites owned by PeopleConnect including TruthFinder.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
  
  

• Initial Complaint

  Date:06/27/2023

  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 wrote the company asking them to remove my information completely. They are being complete creeps and jerks about keeping my information on file. They have been very rude and unhelpful. They have not removed my information and refuse to do so and are endangering me. I do not agree to their terms and conditions. In the ******************* you are allowed your rights to have your information removed off the internet. These people are information leeches. The suppression they offer is NOT the same as a complete deletion. With a suppression the information stays on file. With a deletion it does not.

  

  Business Response

  Date: 02/23/2024

  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.
  
  A report was located, and the request was validated based on the information provided. We proceeded to suppress ********************* public information in accordance with their request and our terms.
  
  ********************* request to remove their personal data was applied to the public data displayed on all people search sites owned by PeopleConnect, including TruthFinder.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: 03/03/2024

  
  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:06/22/2023

  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.

  First, youve listed me two times while i can choose only one. But its the same person.Second of all, all verification methods are wrong or too old as Ive changed the phone numbers and emails and no longer have access to it.I kindly request that you remove my info as I cant do it myself.Thank you ID: ************************************ ID: ************************************

  

  Business Response

  Date: 06/22/2023

  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 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

• Initial Complaint

  Date:06/16/2023

  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.

  On 5/26/23 I attempted to opt out from the peopleconnect.us website (******************************************) from use and display of my personal information. I proceeded with completing their form and was asked to verify my information using an associated email address or phone number, however my personal information on their page is not associated with any email or phone number, therefore I'm not able to verify myself and subsequently I'm not able to ask them to remove my personal information. I am not going to submit more personal information to this company. They currently don't allow me any reasonable way to remove my personal information (Report ID: ************************************* from their website. I do not want any of my information to be sold or used in any way, ever. peopleconnect.us should proceed to remove my personal information, screenshot attached.

  

  Business Response

  Date: 02/23/2024

  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.
  
  A report was located, and the request was validated based on the information provided. We proceeded to suppress ****** *************************** public information in accordance with their request and our terms.
  
  ****** *************************** request to remove their personal data was applied to the public data displayed on all people search sites owned by PeopleConnect, including TruthFinder.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