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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

    • 368 total complaints in the last 3 years.
    • 179 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:10/30/2024

      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.
      We have had numerous issues with Intelius posting our personal information online the past year. Despite the continued emails and complaints, they have yet again posted three more profile pages of me and my wife that contain our home address, phone numbers (some of which are wrong), email addresses of both personal and professional, and connected relatives. This almost feels like harassment. If you opt-out, that should opt-out *all* of your information, yet these pages (listed below) just appeared out of thin air on Intelius's website, despite our repeated requests to suppress this information from being shown.******************************************************************************************************************************************************************

      Business Response

      Date: 10/31/2024

      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.

      We have removed the reports for **************, **************, and **************. 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: 10/31/2024


      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:10/30/2024

      Type:Service or Repair 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 am trying to remove personal information from Intelius website (record # f2bbbfae-14da-4b72-9f78-930672de4ca2) but am unable to suppress the record since it is linked to old, disconnected phone numbers and an invalid email address.Per Intelius website instructions, I contacted the customer care team requesting an alternate means to verify the record is mine but only receive stock emails with instructions to the original site with no opportunity to suppress the records.

      Business Response

      Date: 11/04/2024

      Dear **** *****,
      This response is in regards to the consumer complaint from **** ********, ID: ********.
      ********************** 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 were able to locate and validate **** Salitur's request based on the information provided in their complaint. We will go ahead and suppress their phone number pursuant to their request and our Terms*. 


      This request to remove their information from the Intelius website will be applied to the *********** displayed on all people search sites owned by PeopleConnect, including ***************, Intelius.com, ******************** and USSearch.com.


      * Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports. 

      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


      Customer Answer

      Date: 11/04/2024


      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:10/30/2024

      Type:Service or Repair 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 had requested Intelius remove all personal information related to my name, address, email, and phone number last year, but once again I found on ****** that they had published another page with ALL of my contact info. This is doxxing and as a victim of identity theft I do not appreciate my personal information being abused. I demand that they fully remove my information this time which is located here: ******************************************************

      Business Response

      Date: 10/31/2024

      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.

      After further investigation, we have confirmed that the number provided by Ms. **** is no longer accessible on the Intelius website.

      Please have Ms. **** clear the cache on the device she used to conduct the search so that the link is removed from her device. If, after clearing her cache and cookies, she still sees the information on our website, please have Ms. **** email [email protected] with a screenshot and the *** of the page that displays the information.

      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

      Customer Answer

      Date: 10/31/2024


      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:10/28/2024

      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.
      I logged onto Intelius.com back in November 2023 to utilize their service. I paid through my ****** $3.99 and then was charged the monthly rate that same November for $24.86, which was fine. In December I went to log in to cancel the account so I would not be charged further. I could not remember my password for my membership, so I typed in my email and requested a code to reset my password. However, no reset code would come to my email address. Actually, I dont have a record of any emails or transactions from the company. Throughout the last several months I thought maybe it was a glitch and I would try to go log in to cancel but was never able to reset my password. It was very frustrating. I tried to call the number online but I guess was calling at bad times and could not get in touch with a representative. I tried to cancel through my ****** app months ago which didnt work. So now that this has been going on a long time I am here to say I want it cancelled and I want a refund for not being able to log in to cancel from December of 2023 until presently. I was charged $24.86 per month. I was actually charged twice the month of March. These are the dates I was charged: Dec. 30, Jan 31, March 1, March 31, April 30, May 30, June 29, July 29, August 28, Sept 27, and Oct 26. This brings my total needed refund of $273.46.

      Business Response

      Date: 10/28/2024

      Dear **** *****,

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

      When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.

      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 October 14, 2024.   

      As a courtesy, we have cancelled all memberships and refunded the account back to the payment option used to enroll in the amount of $49.72, 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:10/26/2024

      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.
      I had opted out of my data from being displayed on Intelius last year, but most of my personal information, including name, phone number, home address, and multiple email addresses, are still appearing on different pages of Intelius. I believe they have inadvertently mixed my information with another individual of the same name. Either way, I want my personal information removed as soon as possible due to cyberstalking and identity theft. Here is the link to my profile pages on Intelius that I need removed: ******************************************************************************************* ***************************************************** **********************************************************************************: The last URL is another website called ZabaSearch that appears to be using Intelius data. ZabaSearch says to contact Intelius for removal.

      Business Response

      Date: 10/28/2024

      Dear **** *****,
      This response is in regards to the consumer complaint from **** ******, ID: ********.
      ********************** 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 were able to locate a report and validate **** ******** equest based on the information provided in their complaint. We will go ahead and suppress the public information pursuant to their request and our Terms*. 
      **** ******* request to remove their information from the Intelius website will be applied to the *********** displayed on all people search sites owned by PeopleConnect, including ***************, Intelius.com, ******************** and USSearch.com.
      * Keep in mind that our efforts do not affect whether the information will be available from other sources, including third-party sources of the information. In addition, even if you suppress your background report, your name and other information may continue to appear in connection with certain features, for example, on registered *** offender lists, as a possible relative or associate in other individuals' reports, or in phone or email reports. 
      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


      Customer Answer

      Date: 10/28/2024


      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:10/24/2024

      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 have requested Intelius (+37 affiliates data broker websites with whom they share information) to opt me out of sharing and selling my personal data and Delete all my personal data with Intelius and their 37 affiliates. However, each attempt fails when I try to verify the code they sent me. I request confirmation my requests to opt out and delete my information from Intelius and all 37 affiliate data brokers is completed.

      Business Response

      Date: 10/24/2024

      Dear **** ***** ,
      This response is in regards to the consumer complaint from ***** ******, ID: ********.
      ********************** 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 were able to locate a report and validate ***** ******** request based on the information provided in their complaint. We have surprised  the public with information pursuant to their request and our Terms*. 
      ***** ******** request to remove their information from the Intelius website will be applied to the *********** displayed on all people search sites owned by PeopleConnect, including ***************, Intelius.com, ******************** and USSearch.com.
      Regarding your right to opt out of the sale or sharing of your ********* that ********************** maintains for you. For more information about this data and how it is used and stored, visit our Privacy Policy [***********************************************]  
      To exercise this right, please visit our website, ***********************************************. Under the section titled ********* Tools, you will see a section titled Right to Opt Out with instructions.  
      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

      Customer Answer

      Date: 10/25/2024


      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:10/24/2024

      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.
      Once again, my personal information has been published online without my consent by Intelius. I am requesting the removal of my name, number, address and previous addresses, emails, which are located at the following pages: ****************************************************** ******************************************************

      Business Response

      Date: 10/24/2024

      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.

      We have removed the phone reports for **** ******. The removal process takes between 24 - 48 hours to be completely removed from our website. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 10/24/2024


      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:10/22/2024

      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.
      My mom was once looking up the name of an owner of a certain phone number and payed intelius $0.95 for a week trial to check up the number, what my mom didn't realize is that if you don't cancel your trial with them they will set you up with a plan charging $38.05 a month, recently I was looking thru my moms bank statements and noticed she was paying a recurring payment to intelius totaling $1,141.50. I immediately called the company and they confirmed with me that only 1 search was made on their site and it was never used since however their policy is that they can only refund for up to 3 months although they agree the whole subscription was a mistake. I am requesting a full refund for $1,027.35 for an account that was never used.

      Business Response

      Date: 10/23/2024

      Dear **** *****,

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

      When a user activates their account, they must provide an electronic signature authorizing Intelius to charge their payment method as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.

      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 Ms. ****** account six months of charges back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time), Monday Friday.

      Sincerely,
      Intelius Support

      Customer Answer

      Date: 10/23/2024

      I understand that that is your policy, however there seems to have been a misunderstanding and my mom didn't realize she was subscribed as she told me she made a one time payment to you (proving she didn't realize it would subscribe automatically), I am kindly asking for a refund as for the fact that your company sustained no loss over the fact that she was subscribed since you admit that my mom has not benefited from your site other than that one time she made a search (this also proves that she did not understand that her $1 payment was more than a one time purchase). Above this there was no emails sent after that one time confirming any other transactions letting her know that you were charging $38.05 a month or providing a simple way to unsubscribe, and I only caught this now when I was looking over my mom's banking statements. I am therefore requesting a one time exception for a refund instead of you taking advantage of an elderly woman who hasn't realized she was paying you anything, and certainly caused you no harm.  

      Business Response

      Date: 11/04/2024

      Dear **** *****,

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

      Upon enrolling in any of our numerous services, our website will guide new members to our registration page, where they can peruse our various membership choices and choose the one that most suits their needs. The website prominently displays our Terms of Use, Billing Details, and ************ which provide a comprehensive explanation of our billing terms. Any newly registered member will receive a confirmation email for every order made on the website. Intelius members can choose to terminate their membership online through their account, by contacting customer phone support, or by sending an email to our support team.

      Company records show that this account has been canceled and a refund was processed for the last 6 months of charges, which currently exceeds company policy. We have also attempted to authorize an additional refund; however, all attempts to process that refund were unsuccessful. We respectfully request that ***** ****** contact their financial institution for more information, as we do not have authority over the refund blockage. It may be possible to proceed with the refund once the refund blockage is removed.

      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:10/19/2024

      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.
      I am unable to remove my personal information from this website. The provided opt-out process failed and instead asked for more information. All emails to address provided failed.

      Business Response

      Date: 10/21/2024

      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.

      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:10/18/2024

      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.
      They placed unauthorized charges on my account. They would not refund the total amount that was fraudulently charged from my account (when they created the account).I spoke with Representative ***** (employee id number ******* and was told to go through my bank or file a complaint if I needed to.

      Business Response

      Date: 10/18/2024

      Dear **** *****,

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

      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 Mr. ****** account back to the payment option used to enroll, and no further charges will be incurred. Please note, the maximum amount of refunds have been processed.

      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: 10/18/2024

      I did not sign or authorize this subscription. I have never used their service for background checks. This was unauthorized. I do not have any emails confirming monthly payments or when this subscription was put in place. 

      Business Response

      Date: 10/22/2024

      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 the last charge is returned to the payment option used.

      This account has been cancelled and disabled, which will prevent any further use or access. The maximum amount of refunds have been processed. Please allow up to 3-5 business days to see the 2 refunds reflected in their account, depending on their financial institution.

      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

    Intelius.com is BBB Accredited.

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