ComplaintsforIDEMIA Identity & Security USA, LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Scheduled an appointment for a May 2, 2024 10:00AM *** Pre Check enrollment and signed up for text alerts as well. Received a text confirming my appointment. On the day of the appointment I drove to the location, arriving at 9:50AM, to be greeted by a sign at the *** pre check location in the store stating "this location is closed for the day". When I stated to a nearby employee that I had an appt at 10am, he responded in a rude manner with "you need to drive to so and so location (***** mi away)" with zero explanation or apology. I am requesting an apology with an explanation as to why I was not notified that the location of my appointment was closed AT THE **** OF MY APPOINTMENT. Also requesting reimbursement of my lost time and gas expenses for the 24 mile round trip.

  Business response

  05/13/2024

  Good morning,

  We sincerely apologize for the inconvenience experienced with the enrollment center. The site was closed from 9:10am-3:00pm due to the enrollment agent having a family emergency.  There was no notice given to IDEMIA so that we could cancel appointments for that timeframe. We have addressed the closure notification policy with Staples leadership, and they are addressing it with specific sites, as well as sending out a communication to their General Managers reminding them of proper procedures for notifying of closures. Should you wish to speak with a customer service representative, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday. 

  IDEMIA Customer Service

  Customer response

  05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response failed to address compensation for the lost time, fuel, and wear and tear on vehicle driving to the appointment that was scheduled by IDEMIA but canceled with no prior notification of the cancelation.  Wholly unacceptable for a company with a government contract to conduct business in this manner with no recourse for the consumer. This was my only opportunity to attend an enrollment, which was scheduled and verified through IDEMIA. Their response is, "call customer service".  Not sure exactly what that is supposed to accomplish as this complaint is me contacting "customer service". 
   
  
  FAQ
  
  Regards,

  ***********

   

   

  Business response

  05/21/2024

  Good afternoon,

  Though we cant offer compensation for lost time, fuel and wear and tear on your vehicle, we are able to offer fingerprinting for TSA Precheck at no cost to you. A member of our customer service team reached out to you earlier today but was only able to leave you a voicemail. An email was also sent with a coupon that you may use to cover the fee for TSA Precheck, should you wish to schedule and complete another fingerprinting appointment. Should you wish to schedule an appointment over the phone or have other questions regarding the process, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday.
  

  IDEMIA Customer Service.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a disabled Senior, on, 4/03/24, I applied for ***** Pre-Check enrollment at *******, ***************, the fee of ***** was paid . At completion I was informed the process would be complete in 3 days. I explained that I would be traveling on 4/10/24 and informed it should be included in the airline system but, no email, or telephone call was received from ***** with a known traveler number, so I again telephoned and checked online as well as calling, and checking my preferred airline, unfortunately again to no avail. Returning nearly a month later there is still no Pre Check identity in my airline folio, no email, mail from *****. As of today several telephone calls have been made, and website checks to *****, TSA, and Staples. It's absolutely unbelievable that this type situation occurs with a supposed vendor representing the ******************* it's absolute incompetency, unprofessionalism, rudeness. All consumer having this runaround are entitled to, and should receive a full refund, as well as some other means of compensation for failure to deliver, exhausted time, etc. for a $***** paid good or service not delivered. Extremely embarrassing representation of ***. Thank you for your attention in this exhausting matter.Regards,

  Business response

  05/13/2024

  Good morning,

  We sincerely apologize for the negative experience youve had with the enrollment process. You were originally enrolled with an incorrect last name. We requested TSA to update and correct said last name and as of 5/8/24, you have been found eligible for TSA precheck. Due to the inconvenience faced, we have refunded your enrollment fee.  We have addressed the issue with the offending enrollment agent, as well as made ******* leadership aware.  We also informed the enrollment agent of the current website note of 60 days for turnaround, and he is adjusting his verbiage at the end of the enrollment. Should you wish to speak with a customer service representative, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday. 

  IDEMIA Customer Service

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently got fingerprinted at Identogo for a teaching job in **********, **. I then accepted a new job, and when I went to get my fingerprints and background check sent to my new employer, Identogo refused to give me my own results or send them to my new employer. They demanded I pay for and attend a new appointment and flat out refused to give me my own results, which I've already paid for.

  Business response

  04/29/2024

  *********,

  We (IdentoGO) provide fingerprinting services for background checks, but we do not have access to the results of said background checks to provide to individuals. The results belong to the agency that requested the fingerprint check. If another agency is requesting that you be fingerprinted,then youll have to complete the process again. If you have any further questions regarding the fingerprinting process for the state of ********,please contact our Kentucky customer service team at ************.

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The transaction was done on February 23rd,2024. I paid $47.50. I was getting my finger print done for the second time after the first time I made an error. This time I knew what I had to do and what information I needed. I went in to get the finger print done. The elderly man asked for my information like Name, birth date, social, and then for my code which I read out loud to him. But he didnt understand. I had it pulled up on my phone because I wanted to make sure I was right. He took my phone out of my hand and kept it until after the finger print, I paid and left. A couple weeks later I am told the wrong code was used or my name was spelt wrong, which is the information he entered on the computer. I called to speak about what happened and what could be resolved. The receptionist picked up and said he couldnt understand what I was trying to say so he transferred me to the manager. She answered and I explained the problem and my concern about the employee taking my phone from me. She said that they dont enter that information and that its everything on my end. So I explained that he took my phone from me and entered in information. She said that couldnt happen and that they dont do that. I was treated with disrespect and felt inferior and that I wasnt even being given a chance to explain. If they cant fix it I would at least like the money back.

  Business response

  04/29/2024

  Kyla,

  We apologize for the inconvenience caused by the error in processing your prints at the enrollment center. The fee has been refunded back to your card and our call center attempted to reach you at the number we have on file, but they were only able to leave a voicemail. Should you still need to complete the fingerprinting process youll need to reach out to the agency requesting you be printed for instructions on how to complete the process. This will help to ensure no mistakes are made during the process. If you have any questions or want to speak with someone regarding the fingerprinting process,you may reach out to us at ************.

  Thank you,

  *****************************

  Business Analyst

   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  they charged me, scanned my finger print and nothing/no response ever, and no contact number neither!:Service Details:Date:01/29/2024 UE ********************************* - ****** POLICE DEPARTMENT Service:2F164B - FIREARMS LICENSING-FIR-State&Fed TCN (01/29/2024):496601370473 Services:2F164B - New Jersey FIREARMS LICENSING-FIR-State&Fed$58.00 Fees:Sales Tax$0.98 Total Due:$58.98 Payments:Card (6242)$58.98 Auth Number:029658 Amount Paid as of (1/29/2024):$58.98

  Business response

  04/18/2024

  Good Afternoon, 

  We can confirm your fingerprint record was received by the New ******************* on 01/29/2024. A request was made for our customer service team to reach out to you and explain the next steps. I have confirmation that someone spoke with you today and you were advised to follow up with your requesting agency for licensing/results. The *** number for your fingerprint record was also provided to you. Should you require anything else in regard to your fingerprints, you may reach out to our call center at ************.

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IdentoGO is preventing my ability from having my identity confirmed for licensing in the state of ******-My first appointment was on Friday April 5th it was canceled without my knowledge and I had to call to have it rescheduled.-This rescheduling occurred while the system was down somehow and placed me at a 1pm time on Monday April 8th -Monday April 8th with a ten minute warning I was told my appointment needed to be rescheduled AGAIN.-After rescheduling my time for the earliest available appointment at 1:50pm April 8th I went the office. Where I saw a notepad stating the system was still down, however after calling the help line I was told that the system was only down from 9:30am to 1:30pm. Again my appointment is at 1:50pm, at this point its 1:55pm and nobody is here, the office is shut, and nothing is telling me what happened other than a single NOTE on the door.

  Business response

  04/15/2024

  Good Afternoon *****, 

  We apologize for the inconvenience caused to you due to the closure(s) at the enrollment center. Because of this, we've refunded all fees related to fingerprinting ($29.05 total). That refund was issued on 4/11/24. It may take 5-7 business days for you to receive the refund (it was refunded back to the account associated with the card used to make payment on site). Should you require further assistance (or have other questions related to fingerprinting) please reach out to our customer service team at ************.

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i want an answer as to why i was told it would take 2-3 days and its been 3 months for a background check, as well as why i was lied to multiple times on the phone that it would only be 1-2 more weeks at the most, i would also like the service to be completed while also getting back my money, i know this will fall on deaf ears but how is a company sponsored by my local state government this fuxking dogsh1t, they should be replaced with a more competent anything, and lastly i would like $9,000 for the past 3 months of work i couldnt get due to the company not fulfilling its promise of getting me my fingerprints so i could apply for my license and get an insurance job

  Business response

  03/12/2024

  ******,

  Our records indicate that you were fingerprinted on 12/15/2023, with your results becoming available to view by the ** ********** of ********* that same day. IDEMIA doesn't make licensing or employment determinations based on the results of the background checks, so from here you'll need to follow up with the PA ********** of ********* to find out why your application for licensure hasn't been processed. They will be able to view your results by searching for your TCN number (**********) in the results portal. 

  Thank you,

  *****************************

  Business Analyst

  Customer response

  03/12/2024

  than you should tell your employees that because they are even more clueless than i was about the situation, thats not what they told me at the facility, on the phone, or on your website for the past 3 months saying the same thing, im not stupid i know yall dont give insurance licenses, but you are a required step to get one, also i just got an email back from the state this morning saying my fingerprint submission date was too long ago for the fingerprints to be viable for a background check. so thanks for wasting even more of my money 
  Regards,

  Justan

   

   

  Business response

  03/19/2024

  Good afternoon,

  Thank you for your response. We're always working with our call center to ensure they are providing accurate information to our customers, so your feedback is invaluable to us. Should you have any further customer service needs please reach out to us at ************.

  Thank you again.

  *****************************

  Business Analyst

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and scheduled for fingerprinting. Scheduled for the fingerprints on 31 January **** at 09:05AM for the appointment at 3 February **** at 11:10AM. I drove to the location the *** store **** located at **********************************************************************. I stood in the long line to the door with boxes and packages all around on the floor and carts. When I got to the counter I was advised that the machine was down that does the fingerprinting probably buried in the corner behind all the boxes. I asked how long the machine was not working was told a week. That is 6 days there are appointments every 10 minutes for 5 hours. That is a lot of $58.12 they are taking to have people run around. Asking when the machine will be back up I was told maybe a week they were not sure. Not I have to email, send letters to Identogo AKA Idemia to get a refund in 30 days due to the lack of monitoring the business they use for fingerprinting. If it is such an item of security and inportance why would the **************** send someone to the *** store that looks like a storeroom and everything is just all over the store.

  Business response

  02/07/2024

  *****,

  We apologize for the inconvenience and will work with the location to improve the professional appearance for our customers. Also, your money was refunded on 2/5/24 due to your experience. 

  Thank you,

  *****************************

  Business Analyst 

  Customer response

  02/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  You are just working with the location on appearance but not work how your appointments are done.  Also scheduling for the next business day after telling you sceduling manage the maxhine was done is a big failure.  

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  02/14/2024

  *****,

  Your feedback is appreciated, and I apologize for not including this in my original response but we are also working with the enrollment center to ensure they notify ** in a timelier fashion when their equipment isnt working so as to avoid scenarios like the one youve experienced. 

  Thank you,

  *****************************

  Business Analyst

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am still waiting for my *** Precheck application to be processed and it has been over 45 days. On 12/1/2023 my wife and I went to our appointment for the *** Precheck enrollment. We both filed all the correct information at the exact same time. She got her application processed with 1 week and I am still waiting for mine. When I go to the status page there is no update since 12/3/2023. They sent me an email after 30 days saying there are still working on the application. It now has been 45 days. Why was my wife's application processed after just 1 week but mine has taken so long? I paid $78 which is a lot of money to me and I expect better service especially from a government associated company. The ** ID number I got in the email is UZZY-5KBN9Y

  Business response

  01/19/2024

  ******, 

  Thank you for your inquiry. Standard background check time frame may take up to ************************************************************************************************************** the meantime, you may continue to check your status online at ********************************************************** then click the Check Status towards the bottom of the page or you may contact the *** Enrollment by IDEMIA call center at ************ Monday through Friday from 7 AM-9 PM CST. 

  Thank you,

  *****************************

  Business Analyst - IDEMIA

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled Digital fingerprinting for an academic program I am enrolled in at the ***************** IdentiGO on November 13, 2023. The employee who took my fingerprints used a lot of the jelly on my fingers. Then he placed each finger and multiple fingers on the electronic finger-pad, basically, touching my fingers the entire process. I was completely uncomfortable. During the visit, a female entered the room and they had a brief discussion and she left the room. The visit did not feel private or secure, and I felt like the male employee was extremely touchy with my fingers. I received results the following day which required me to get reprints due to quality of the fingerprint capture. I scheduled my reprints at another IdentiGO on November 16, 2023 in ************ **. I am still waiting on the results, however the visit was a complete contrast. The employee did not touch my fingers, and prompted me to use the electronic fingerprint pad. He did not put any substance on my fingers. I am still waiting for my results. I do not want anyone else to have experience the discomfort I experienced at the ***************** IdentiGO. I paid $23.25 for the cost of digitalprints for a background check for an academic program. I thought it was important to report this. This is a government ********** of ************* entity. In addition, my digital fingerprints are taking a long time to process given the deadline for my program.

  Customer response

  12/18/2023

  I have not heard from the business in response to my complaint.

  Business response

  12/19/2023

  We acknowledge a fingerprinting of the applicant on 11/13/23 at our partner location in *****************, ** and a follow up fingerprinting at our partner location in ************, ** on 11/16/23.  We appreciate the applicant reaching out and providing feedback about their fingerprinting experience.  All of our IdentoGO *****************s are staffed by Enrollment Agents who have been background ****************** by **.  The Enrollment Agents are required to adhere to the *** method of fingerprint capture and receive regular training.  Per the *** fingerprint capture best practices, it requires the Enrollment Agent to touch the applicant's fingers to capture the best fingerprints possible to avoid a rejection by the ***.  Moisture can be added to the fingers to obtain a better print. We are reaching out to the ***************** ***************** to ensure they are using the correct capture methods.  The applicant received two *** quality rejections requiring a name search be performed and this has been provided to ***.  The applicant will not receive electronic results and will need to reach out to the *** agency as IdentoGO is unable to provide this.  We look forward to assisting the applicant again in the future.

*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. ↩