Complaints

This profile includes complaints for IDEMIA Identity & Security USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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IDEMIA Identity & Security USA, LLC has 31 locations, listed below.

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• 

  IDEMIA Identity & Security USA, LLC

  296 Concord Road, Suite 300 Billerica, MA 01821-6618

• 

  IDEMIA Identity & Security USA, LLC

  1230 Parkway Ave Ewing, NJ 08628-3018

• 

  IDEMIA Identity & Security USA, LLC

  1285 Belmont St Ste 10 Brockton, MA 02301-4440

• 

  IDEMIA Identity & Security USA, LLC

  340 Seven Springs Way Brentwood, TN 37027-5696

• 

  Identogo

  2951 Swede Rd Norristown, PA 19401-1335

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:06/27/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 pre registered and had appointment for 2:10 pm on 6/27/23. I arrived 20 mins early to find waiting room full of people waiting to be fingerprinted. Woman named ***** said they are down one computer and its backed up. She was accepting customers on a first come first serve basis for the first 45 mins I was there. ***** then decided to begin accepting customers on an appointment timeline. I finally got fingerprinted at 3:10pm one hour after my scheduled appointment of 2:10. Employee ***** was handling everyones hands during fingerprinting without using ****** and cross contaminated everyone with whatever everyone else might have had.To say that this place is badly mismanaged is an understatement. There are no signs or anyone to direct customers as the enter. Totally dysfunctional operation. Customers have to wander around until they find out any answers. I cant beloved I had to pay $38 dollars for this pathetic operation.

  Customer Answer

  Date: 07/08/2023

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

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Apparently the ******************************************, uses this company, IdentoGo/IDEMIA, to perform background checks and fingerprinting for new school employees.At my appointment, I provided sensitive information including a copy of my drivers license and social ********************** number to complete a digital background check. I was told by the employee (only 1 woman was present on-site) that my results would be sent to my employer (school district) which had made the appointment on my behalf. I asked if I needed to take any form/receipt with me but was told "no". A couple of weeks later I was told by HR at the school district that they did not get my results and would need a "receipt" to retrieve them from IdentoGo. I called the number for Securitas Security Services (the office location of the fingerprinting) and they claimed they didn't have access to receipts (or any helpful information at all) and gave me a number to call IdentoGo. When I call this number **************** ) and follow a loop of auto-prompts, I am never able to talk to anyone and then it just hangs up the call or sends me to the beginning of the menu prompts again. I've called 3-4 times on different days.I paid $58 which has been charged to my credit card with no apparent way to get the services I paid for or a refund. I have no way of finding out the status of my background check or who/what/where my identifying information has been sent. IdentoGo/IDEMIA is claiming to provide vital services that can delay employment for people who require background checks for their position and have very real (beyond frustration) negative impacts on customers who trust their money and (even more importantly) personal information to a company that, like in my case, they didn't even have a choice to use. *Location: Securitas Security Services ***, **** ************************************************************************************************** (IdentoGo ********)*Registration form attached

  Customer Answer

  Date: 06/05/2023

  I have not heard from the business in response to my complaint. However, I will not pursue this further at this time.

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 like to have My money Back from This trabsaction that was date on february , 1- because i aplly for fingerprint. And 2 because they took My fingerprint information pic and charged me for the amount of $90 and told me that If i did had any problems with that i just send them the receipt but nothing happened, in tlc they did not accepted This receipt and asked me to take another one again , because if im not do it i will Loose My license that i dont have yet, and This is absurd, im not accepted This situation i need some asnwer from identogo, i call the number on the receipt and follow the step by step but at the end they disconect me , i need a someone personaly to help me with this , i did twice the fingerprint 90+90= 180

• Initial Complaint

  Date:04/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with Idemia *********************************************** to renew my TSA PreCheck enrollment on line. The initial submission was made on 12/10/2022, well within the stated time that Idemia indicates on the renewal screen that it could take to process the renewal. Per their directions I waited unsuccessfully more than 60 days for the renewal to be processed. At the time I contacted Idemia via phone, I was told they would need to submit a service ticket to their engineering team to determine why my renewal was taking so long and was instructed to call back if I did not receive my renewal within a week. I have made a total of 6 calls to their service desk and each time I'm told their only recourse is to submit a ticket to engineering for resolution. The service representatives have been polite and professional, but my requests my renewal is still pending. I am beyond frustrated with this organization's ability to resolve MULTIPLE requests to complete my renewal process or provide me with an alternative approach that will escalate my complaint so my renewal process can be completed.

  Customer Answer

  Date: 05/06/2023

  Better Business Bureau:
  
  Subsequent to submitting my issue to BBB, I received standardized email notification that my renewal had been processed. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went to have my finger prints done for a background check on 1/12/2023 and was told it would take two weeks, 14 business days and as of March 20th, 2023 I have not received my fingerprints. I have contacted Indento through social media, email, and phone and I still hvae not received a copy of my finger prints.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made 2 fingerprint appointments for Feb 20th or 21st. I cancelled 1 of them, paid for both. They were to be done at a local business in *********** *******. After my appointment, the store owner gave me a business card with the heading IdentoGO with # ************. This number takes you in circles and disconnects you every time. One extension was a "How are we doing?" line where you can leave a message. I left 2 on the 22nd and 23rd. It's been 4 weeks now, and I still have not heard from anyone about the refund owed to me for 1 of the fingerprint cancellations. They owe me $58.21. I also reached out to them on ******** March 15th someone replied that a person will contact me through email, which they never did. Very peculiar the company name is IdentiGO on the business card but IDEMIA is who runs the company...they are one in the same correct ?

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 16, 2023, I had fingerprint done for employment at the *****************, ** site. The employee a white male requested at the end before completing fingerprinting I have to take a photo. At the time, I had a hat on and he instructed me in a condescending and uncaring manner, I have to take my hat off. I said I don't remember having to remove my hat. I felt very violated. I explained to him my hair was not done, I just got out of shower and put hat on to run over and get fingerprint done. He was insensitive and continued to say I had to remove hat and that was a requirement. He said no one really see picture. I am still dealing with the humiliation and disrespect that took place. Most people I spoke to said they didn't remember if that was a requirement or not. I want to see in writing that this is a law.

  Customer Answer

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 15th I had an appointment with Identogo located on ***********************************************************************. I set up and paid for fingerprinting and a personal background check for *************. I was told that it takes ***** business days to receive the results. I called Identogo serval time between the 10- 14 day period to confirm the correct address and other info I was told more than once that I had to wait until day 14 to talk to someone. 14 business days came and went and still no results. I called in on March 8th 2023 to inform the company that I have not received my results , they stated that why had to have them resent. I asked for a time frame and was told we do have any time frames after expressing my frustration in this matter they still reacted we can not give you any time frame. I asked to speak with a manager and was told that my representative was a supervisor and there was nobody higher than her. She did stay that she could give a call once they are sent out , agin I asked for a time frame to except a call we can not give anytime frames. This Supervisor was very unsympathetic of the situation. I am extremely frustrated because I paid for a service to be performed and because of the blayton negligence, I will have to spend more money to have other background reports ran again because I have a specific time frame to issue my documents to the party requesting my background check. I even asked if I could call someone even the *********** to expedite this process and I was told no.

  Customer Answer

  Date: 03/18/2023

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

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vendor printed incorrect information on a document required for government purposes; when their error was brought to their attention, I was told I would need to repay for the service to have it corrected.

• Initial Complaint

  Date:02/07/2023

  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 sent and tracked my fingerprint last January 12. I have attached the proof. I called them every week to follow up and they kept saying that they will call and update me. after almost a month, they said that they never received it and i need to send another one again. They will email me the details and they still havent email me anything.

  Business Response

  Date: 02/08/2023

  A BBB complaint for this applicant has already been submitted, it is complaint ID #********. We informed the applicant that we do not have record of receiving his delivery, and our card scan supervisor has offered to provide him with a shipping label that will be sent directly to her attention. He was not satisfied with that response. The BBB determined that the company has addressed the issue with the complaint, and closed the file. 

  Customer Answer

  Date: 02/08/2023

  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. 

  I have not received the shipping label. I am still waiting for it.
  
  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,

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