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

  2261 Market St PMB 46128 San Francisco, CA 94114-1612

• 

  Intelius.com

  500 108th Ave NE Ste 1600 Bellevue, WA 98004-5599

• 

  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: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. REMOVED, 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 REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED.
  
  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 REMOVEDJeffersons 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 REMOVEDwith 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 REMOVED, 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,
  
  REMOVED
  
   
  

• 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 REMOVEDsocial 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 REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED. 
  
  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 REMOVEDshow REMOVEDin a final report.
  
  We have reversed all pending charges to REMOVEDaccount 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 REMOVEDwith 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 REMOVED, 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,
  
  REMOVED
  
   
  

• 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 REMOVEDfor 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 REMOVED/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 REMOVED, 
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED. 
  
  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 REMOVEDwith 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 REMOVED, 
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED.  
  
  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 REMOVEDreferred to was for the REMOVEDDownload 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 REMOVEDwith 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 REMOVED, 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 REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED.
  
  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 REMOVED. The request to remove REMOVEDinformation from the Intelius website, will be applied to the REMOVEDdisplayed on all search sites owned by PeopleConnect including REMOVED.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 REMOVEDwith 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 REMOVED, 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,
  
  REMOVED
  
   
  

• 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 REMOVEDdisplayed on all people search sites owned by PeopleConnect including REMOVED.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 REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED. 
  
  We care about the privacy of our consumers and their ability to personally control the display of their public data. Our REMOVEDallows 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 REMOVED, 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.
  
  REMOVEDrequest to remove her information from the Intelius website will be applied to the public data displayed on all search sites owned by PeopleConnect, including REMOVED.com, Intelius.com, InstantCheckmate.com, and USSearch.com.
  
  Please do not hesitate to contact our customer service department at REMOVEDwith 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 REMOVEDwhich, as of January 1, 2023, offers assistance through the REMOVEDProtect Act. 
  

  

  Business Response

  Date: 11/27/2023

  Dear REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID# REMOVED.
  
  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 REMOVEDreport on the Intelius website through several correspondences.
  
  Additionally, we requested that REMOVEDprovide us the REMOVEDand 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 REMOVEDdoes 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 REMOVEDwith 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:11/14/2023

  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.

  BBB -On Nov 7, 2023 I used Intelius to do a reverse telephone look up. I paid $.95 + $3.99 for information - not helpful - my mistake. Today, I saw a pending charge on change card for $34.95 for one-month of subscription service. Going back I see the email receipt states 5-day trial and in terms I've actually signed up for monthly subscription. All after initial $4.95 transaction. I have cancelled service but disagree with paying $34.95 for a month I didn't think I signed up for. I've attached email from Intelius on Nov. 7. This should not be a BBB A+ business.FYI - In hindsight, I see that the subscription information was provided - in the email thanking me for the original purchase. All very deceptive until I figure out what's happened.Thanks,REMOVED

  

  Business Response

  Date: 11/15/2023

  Dear REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED. 
  
  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 REMOVEDaccount 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 REMOVEDwith 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: 11/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED
  
   
  

• Initial Complaint

  Date:11/11/2023

  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.

  11/11/2023 I see their add, click on their website and Im offered a trial membership for $1 for unlimited reports.I sign up, run a report, and get charged another $4.25 for a report that has nothing but name, number (which I already knew) and some addresses. I has absolutely nothing to do with what they advertise.

  

  Business Response

  Date: 11/15/2023

  Dear REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED. 
  
  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 REMOVEDshow REMOVEDin a final report.
  
  We have refunded REMOVEDaccount 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 REMOVEDwith 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:11/09/2023

  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 ordered a single background check and did not ask for a subscription. I was charged for over 6 months a monthly fee that was not authorized.

  

  Business Response

  Date: 11/13/2023

  Dear REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED. 
  
  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 confirmed that all memberships have been cancelled and REMOVEDaccount refunded 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 REMOVEDwith 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:11/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/4/23 I sent an email People Connect instructing them to remove my private information from the website. I haven't received any response back and I'm extremely concern that my information hasn't been removed. I fear for my safety and I don't consent to my privacy details being made public. Please help.

  

  Business Response

  Date: 02/23/2024

  Dear REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED.
  
  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 REMOVEDpublic information in accordance with their request and our terms.
  
  REMOVEDrequest 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 REMOVEDwith 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: 02/23/2024

  Before we move towards closing, this complaint, I would like to know what Inteliuss terms are, since they werent specified in their response. I would also like their terms sent to me via email. Lastly, I would like it to be known that Ive never consented to Intelius & their affiliates terms. Thank you. 

  

  Business Response

  Date: 02/28/2024

  Dear REMOVED,
  
  This response is in regards to the consumer complaint from REMOVED, ID REMOVED.
  
  Intelius gathers information from various public sources such as local county courthouses, census bureaus, and other public information sources. The information obtained is not created or added to. Although individual records cannot be deleted from a report, there is an option to remove or suppress an entire background report from the Intelius website and its affiliated sites.
  
  It has been confirmed that REMOVEDinformation has been removed from the Intelius website, including all affiliated websites. For access to Intelius' Terms of Use, kindly utilize the provided link, REMOVED;
  
  Please do not hesitate to contact our customer service department at REMOVEDwith 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: 03/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED