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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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    Customer Complaints Summary

    • 371 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/17/2022

      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.
      Sept.14,2022 I was charged ***** by *********, I did not request or authorize this charge. I did request there service for a phone number at the charge of .95 cents, ********* was unable to provide the number that I requested and reimbursed me the .95cent charge. Since I found there service inadequate and unhelpful for the information I needed. The service could not provide the information so I cancelled the account opened for the ONE phone number search charge. I was then charged ***** that I should not have been as I have no need for the service nor did they provide the product or service. I requested a refund and still have not received a response or a refund.

      Business Response

      Date: 09/19/2022

      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 ************************ account was cancelled via an online cancellation; however, no request for a refund was located.  

      As a courtesy, we have ************************ membership back to the payment option used to enroll in the amount of $34.95. 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    • Initial Complaint

      Date:09/01/2022

      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 a one time charge of .95 cents. I called the merchant and was assured I would not be charged any more fees and did not want a subscription for the ***** that is showing again, now, after my call on my card. I was also told I would receive an email showing a cancellation . I now have another charge for ***** on my card.

      Business Response

      Date: 09/06/2022

      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, I can confirm that ************** called in to cancel her subscription on August 31, 2022. However, her request was not completed. We would like to apologize to ************** for having to take additional steps to have her subscription cancelled. This is not the kind of experience we would like our customers to have. 

      I can confirm that Ms. ****** account has now been cancelled and refunded in full 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    • Initial Complaint

      Date:08/25/2022

      Type:Product 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.
      I did not approve my information being housed on this site and want my aliases/profiles/information removed. The site sent me 2 emails (1 for each profile I found and requested removed). Both emails either failed to send or came in as HTML script (see attached email image). The attached screenshots show the aliases which need to be removed, along with the email which did not work for enabling me to remove my profiles/aliases.

      Business Response

      Date: 08/26/2022

      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 6:00am - 7:00pm Pacific time (10:00am - 10:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 08/26/2022


      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:08/25/2022

      Type:Product 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.
      I was charged ***** to my debit card after I cancelled my subscription. I got an email saying that my subscription was cancelled and i wouldnt be charged anything. I was charged ***** so I contacted customer service and they said they're refund my money back to my card. It'd take 3-5 days. It's been over a week and I'm getting no response through customer service. I have the emails back and forth between me and the lady I was messaging

      Business Response

      Date: 08/25/2022

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

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

      After reviewing Mr. ******* account, I can confirm that his subscription was cancelled online on August 7, 2022. At that same time, the $34.95 recurring charge was already being processed. This is why the charge appears to have happened after the cancellation was made. 

      We apologize for the delay in processing this refund. Customer satisfaction is our number one priority, and we appreciate Mr. ******* feedback as it allows us to improve our services. I can confirm that we have now refunded $34.95 back to the payment option used to enroll, and no further charges will be incurred. The refund was submitted instantly. We ask that **************** allow his financial institution 3-5 business days for the refund to post to his account. 

      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 6:00am - 7:00pm Pacific time (9:00 am - 10:00 pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 08/27/2022


      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:08/17/2022

      Type:Sales and Advertising 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.
      Hi, I found my information on the site Intelius. They have personal information about me and they are using and displaying it publicly. From their privacy policy, I requested the removal of my profile and all associated information from their database by emailing them and trying the opt-out link, but I am having no success so far. I want BBB to assist me in the removal of my profile and all associated information from Intelius. Attached is a screenshot of my profile, and a screenshot of the link where you can find it. Thank you for your assistance.

      Business Response

      Date: 08/18/2022

      Dear Destiny,

      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 6:00am - 5:00pm Pacific time (9:00am - 8:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 08/20/2022


      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:08/14/2022

      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.
      Hi, I found my information on the site Intelius. They have personal information about me and they are using and displaying it publicly. From their privacy policy, I requested the removal of my profile and all associated information from their database by emailing them and trying the opt-out link, but I am having no success so far. I want BBB to assist me in the removal of my profile and all associated information from Intelius. Attached is a screenshot of my profile, and a screenshot of the link where you can find it. Thank you for your assistance.

      Business Response

      Date: 08/15/2022

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

      This response is in regards to the consumer complaint from Miu ****, 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 Miu ****. 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 6:00am - 5:00pm Pacific time (9:00am - 8:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    • Initial Complaint

      Date:08/14/2022

      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.
      Hi, I found my information on the site Intelius. They have personal information about me and they are using and displaying it publicly. From their privacy policy, I requested the removal of my profile and all associated information from their database by emailing them and trying the opt-out link, but I am having no success so far. I want BBB to assist me in the removal of my profile and all associated information from Intelius. Attached is a screenshot of my profile, and a screenshot of the link where you can find it. Thank you for your assistance.

      Business Response

      Date: 08/15/2022

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

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

      Instant Checkmates information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.

      We have removed the report for *****************. The removal process takes between 24 - 48 hours to be completely removed from our website. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.

      Sincerely,
      Instant Checkmate Support

    • Initial Complaint

      Date:08/14/2022

      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.
      Hi, I found my information on the site Intelius. They have personal information about me and they are using and displaying it publicly. From their privacy policy, I requested the removal of my profile and all associated information from their database by emailing them and trying the opt-out link, but I am having no success so far. I want BBB to assist me in the removal of my profile and all associated information from Intelius. Attached is a screenshot of my profile, and a screenshot of the link where you can find it. Thank you for your assistance.

      Business Response

      Date: 08/15/2022

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

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

      Instant Checkmates information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.

      We have removed the report for *******************. The removal process takes between 24 - 48 hours to be completely removed from our website. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.

      Sincerely,
      Instant Checkmate Support

    • Initial Complaint

      Date:08/01/2022

      Type:Product 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.
      July 27, 2022 my **** was charged for a subscription i did not sign up for. I did not authorize this account. Account was immediately cancelled on July 29, 2022. I would like a refund back to my **** card for the $29.63 charge.

      Business Response

      Date: 08/02/2022

      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 ******** 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 6:00am - 5:00pm Pacific time (9:00am - 8:00pm Eastern time), Monday Friday. 

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 08/02/2022



      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:07/03/2022

      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 initially spent .95 cents for a "trial" so I could track down my old phone number. After they got me no results and gave a completely bogus excuse, I cancelled the trial on June 14th. After cancelled it, on June 15th I got a charge on my PayPal account of *****. I never used their "services" at all. Nor did I preapproved that payment.

      Business Response

      Date: 07/06/2022

      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 confirmed that ****************** account was cancelled on June 14, 2022. However, we would like to clarify that the account was cancelled after the charge in the amount of $34.95 began processing on the morning of June 14, 2022. Since the membership was created on June 8, 2022, the five-day trial does end on June 14, 2022, not June 15, 2022.

      Unfortunately, the account went into chargeback when ******** disputed the charge on July 3, 2022. Since chargebacks are handled by the financial institution in which the customer submitted the dispute, ******** will need to work with Paypal to resolve this matter. The account has been disabled to prevent further charges from within the account. 

      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 - 5:00pm Pacific time (10:00am - 8:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

    Intelius.com is BBB Accredited.

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