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:01/31/2023

  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 had my fingerprints taken at their location in ****************************************************************************, and they never sent my fingerprints to the *******************. There is also no way to call them and the site is now closed so I can't go back to the site to inquire about my case

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28, 2022, I went to an Identogo location at *********************************************************, to obtain a ************* Personal Records check. As of this date, I have yet to receive any results. When I check the status of my fingerprinting it merely provides that my fingerprinting are still being processed. I have tried to call multiple times, but the phone just keeps ringing and no one ever picks up. The company provides no other way to communicate with customer service agents.

  Business Response

  Date: 02/01/2023

  We acknowledge a fingerprinting of the applicant on 11/28/22.  Results are sent via standard **** mail which can take between 10 and 14 business days to receive.  We were made aware of the applicant not receiving results on 1/25/23.  We regret the applicant was not able to contact us through our website or by phone.  Our IdentoGO help desk number is ************.  We have expedited the customers background check and it was signed for by the customer on 1/30/2023.  We understand that background checks are a key necessity in the employment process and work to provide all results as quickly as possible within our contractually agreed methods.  We hope the extra effort by providing an expedited delivery of the results has met the needs of the applicant.   We look forward to assisting the applicant again in the future.

  Customer Answer

  Date: 02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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:01/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled my TSA appointment in June of 2022. Have called almost every month since the "wait time" get the same run around that they will escalate it to a supervisor. Nothing has been done as it still shows last update being 6/3/2022. No resolution offered at all. No supervisor to talk to either.

  Business Response

  Date: 01/30/2023

  We apologize for the delay in processing. We have escalated this issue directly to the government and they were able to expedite processing. As of Jan 28, ************************** application has been approved.

  Customer Answer

  Date: 01/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues in reference to complaint #********. It should not have taken 7 months to receive my TSA. I have follow up numerous times with this company, and EVERY single time I was told it was being escalated. Each time that they "escalated" it I never heard anything back. I appreciate the BBB for making them fulfill their contract. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a search on ****** ****** precheck tsa. I filled out a form and was charged $149.95. I got suspicious since the cost should be only $70. I tried to get it cancelled and got an email from Emarie (Pre-Tsa) <*************************************>. this is the email Emarie (Pre-Tsa)Jan 9, 2023, 9:21 AM CST Hello ****, This is Emarie from Pre*** Assistance. I received your message asking if it's possible to cancel your order. I would love to accommodate your request, but your application has been submitted and your interview details have been sent to you via email. However, we do listen to our clients, here is how Im able to help you. I can ask my manager to refund you $75 off our service fee - this is a 50% refund which takes both parties into consideration since we did complete your order. You can still keep your application that is being processed and you still get to keep our benefits. Would that work for you? For your reference, here is a list of all the benefits youre getting: Easy to use and simplified application process.24/7 Online Application 24/7 Support and Assistance by Email Application revision and correction by our experts before submission to the *** Unlimited correction of missing or incorrect information.Verification and validation of additional required information.Your Interview details sent to you via email with rescheduling instructions We help you reschedule your appointment if you cant make it Email Recovery of your *** Precheck in case of loss.Service Fee Refunded if your travel authorization is refused.Privacy protection and safe form. Let me know if this is acceptable for you, Thank you,Emarie Pre*** Assistance this is my reply No this is nor acceptable. The services you provided was computer generated. It doesn't make sense that your company charges $149.95 processing fee when IDEMIA does not. This is a scam and would like a full refund. My husband has the same situation.

  Business Response

  Date: 01/10/2023

  The interaction this complainant had was not with our company. There are numerous companies which offer assistance in completing an application. However, this is totally unnecessary. Our *********** will do everything these other companies do, except we do it for free. A close review of their verbiage will likely reveal that "assistance" is all they offer.
  Unfortunately, we can do nothing to assist, as this company is unrelated to us and is not sanctioned by the government.
  

  
  

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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:01/09/2023

  Type:Service or Repair 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 would like to know this agent here needed my Social Security number to process my fingerprints, when it was already setup and paid for by my agency !

  Business Response

  Date: 01/12/2023

  One of our Idemia employees has reached out to the customer to provide more insight on the policies around requesting Social Security Numbers during the enrollment process.For some fingerprint reasons, the entry of the *** is required. The employee reassured the customer that all personal information is fully secure. Customer was understanding of this and also mentioned that they setup alerts on credit reports just as a precaution. 

  We also spoke to the site and ensured they understood the process for gathering ***s. When it is not a requirement, it is up to the customer if they want to provide it and ok to move forward without it. If the customer does provide, we allow them to type it into the workstation to prevent any information being heard. 

   

   

• Initial Complaint

  Date:12/29/2022

  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 company administers the *************** ID" mobile application that is used by Arizona *** to verify identity for users. I was trying to use their app, which is required by the Arizona *** in order for the *** to process a refund from my account. The app would not take a photo of my ID, and repeatedly threw errors. I contacted their support about two weeks ago. They told me that it was a known issue for iPhone 14 and to try again in a week. Fast forward to today, and the issue is not fixed. I contacted support again and they told me that they don't know when the issue will be fixed and just said "you have to wait." I said ok, can you please provide an alternate method, like using a computer webcam on a web browser, or let me send you a photo for manual verification. They said no we won't do that. So I said ok, well if you won't fix your application and you won't provide an alternate method, please have your company compensate me for the same amount that the *** refund that cannot be processed. Then they said "have a nice day" and promptly ended the chat. They are extremely unhelpful and unwilling to provide solutions or workarounds when they have a broken product. Awful customer service.

  Customer Answer

  Date: 01/08/2023

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

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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.

  On 10/6/22 my son and I made appointments at a Staples TSA PreCheck enrollment center. My son completed his enrollment and since you are made to pay after each enrollment I used my debit card to pay for his. Next, I completed mine but right after the employee swiped my debit care to pay for my enrollment the tablet she was using went blank. She stated that it happens from time to time and that I would have to redo my enrollment again. She assured me that even though I would see the charge of $85 where she swiped my debit card, it wouldn't process as it did not go through and that it would fall off in a few days. Well it did go through. I was charged $85 three times for only 2 enrollments. I called IDEMIA the following week once the charge posted. I was told that they had to send a "financial ticket" to their finance department to request the refund and it would take **** business for $85 to be refunded back to me. After two weeks of no refund I called again. I was told "our finance department must be behind" but that they were going to submit another ticket. I called again over a month later after still not getting my $85 refund. This time I had to argue to speak with supervisor who again told me their was nothing she could do but send another ticket. She explained they can not communicate with their finance department but that she would try to "find someone to email". I still, two months later, have yet to be refunded my $85 which they took erroneously. When you call, you get transferred around and no one is able tell me when my money will be refunded now. All they will say is "I will submit another ticket to our finance department for you". I just want my money back that should have never been taken from me.

  Customer Answer

  Date: 12/25/2022

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

  Business Response

  Date: 12/27/2022

  IDEMIA regrets the difficulty ****************** experienced. The cause of the technical problem encountered is yet unknown and it is undeniable that she was charged one too many times.

  To correct this error, on Dec 06 we initiated a check request which, unfortunately takes a few weeks to process. The standard estimate is 8 to 10 weeks, of which, 3 have passed. We apologize for this delay and ask for her patience while the process completes.  

• Initial Complaint

  Date:12/02/2022

  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 ********* ************ Enrollement on *********************** as directed by the ******************************** for finger prints for a *********** License. I had my finger prints taken on March 16th 2022 for DOL-RE. My finger prints are still not on the ******** website. I have no way of contacting IdentoGo because when I call their customer service line I get disconnected after waiting 15 mins. After 15 mins, it just hangs up on you. It has happened to me 3 times now. When I try to interact with the chat bot assistant that is setup, it can only set an appointment or give directions. I have my paper receipt that states I got my finger prints on March 16 2022. IdentoGo provided an Applicant # ****************. I don't know if this number even means anything since there is no system to see where my application is in their process. I paid for a service that hasn't been rendered since March 16 2022. This is hindering my lability to get a license and secure the job I need.

• Initial Complaint

  Date:11/28/2022

  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 went into the office at the Deer Park Location in ********, ** on 11/11/2022. Upon me walking in I told them I had a scheduled appointment at 9:40. The man at the front stated that they could not find my appointment time on their list that they would have to mark me down as a Walk-In. After being there for an hour and a half watching others go before me that also had appointment times, I waited patiently with my 1 year old in his stroller. When my name was called and employee by the name of ****** took me to the back to be fingerprintedI then noticed she was on her cell phone through her EarPods talking to someone. She was not paying attention or concentrating on the customer (Me) that she ended up selecting the wrong selection for me getting fingerprinted for. She selected, ************** of ********* instead of the Daycare Licensing. Thinking she new what she was doing I didnt question her because my Email automatically pulled up when I saw the screen. I was Pre enrolled for the Daycare Licensing on 11/9/2022. When I called the Identogo ***** number I spoke to 3 separate people telling me it was basically my fault and that I would not be refunded for a service I did not ask for or a service that the employee did not ask me about. I also went into the office I got my fingerprints done, he said that there is not a manager on staff that I would need to file a dispute through my bank. I also asked the employee can yall see in your end when fingerprinting which option to select if I am pre-enrolled? He said yes that they do see which one to select and point blank, ****** selected the wrong option and I am getting charged for a service I did not ask for or come in for. I feel like they have stolen my money and wont give it back.

  Business Response

  Date: 12/01/2022

  We apologize for your less than excellent customer service you experienced during your visit to our Deer ********************** on 11/11/22.  We have issued you refund in the amount of $42.37 to your original method of payment.  Please know that we take your comments seriously and have shared the details of your experience with our ***************** Operations team for further discussions with the Enrollment Agents at the *****************.  

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to have a charge ex sponged from my record.My lawyer said I needed to use this agency to run finger prints in the *******************.I was told it would take about 10 days by my lawyer and the agency themselves!That was 04/22/2022,I have received nothing.I was charged $44.13 for this service.All I want is what I paid for!

  Business Response

  Date: 12/05/2022

  We confirm that this applicant was processed on 4/22/22 at an IdentoGO ***************** in ********, ** for a ** Personal Record Request (***).  Our company is merely the vehicle for collecting and submitting fingerprint records to the **************** Police (****).  The **** is responsible for running the fingerprint searches and providing responses to applicants as follows:
  Personal Record Request (***) results that do not have a criminal history are now provided by the *** *** platform at the following website https://njportal.com/****/prr .  The IdentoGO PCN/TCN, Applicant Last Name and Date of Birth as shown on the applicants receipt are required for authentication before the letter can be downloaded. They are NOT MAILED to the applicant.  Please note that the *** results are only available for download for 90-days from the date fingerprinted.
  Personal Record Request (***) results that have a criminal history will be mailed to the applicant using the address they entered during their enrollment process. 
  
  When considering that the instructions are provided by the states website, statute dictates the delivery of the results, and that we do not actually house or distribute the results of these background checks, we can only offer to assist the applicant with another fingerprinting at their cost. 

  As a goodwill gesture, we have asked that the ******** Police reach out to the applicant to assist with the retrieving the results, and they have also agreed to resend his results to the ********, ** address on file. The results should be mailed out today. 

  Customer Answer

  Date: 12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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,
  
  *****************************