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:11/01/2022

  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.

  I had a TSA precheck appointment and showed up with my 5 month old. I was not told beforehand that children were not allowed at the appointment. The worker said that children were not allowed and that it wasnt her problem I wasnt told before the appointment. She stated that children were a fire hazard and were not allowed in the building and that it was the owners rule. She also stated she would not give me her bosss information or the owners information to verify with them. This happens at *******************************************

  Business Response

  Date: 11/18/2022

  Ms. *** also called our *********** the day after this occurred. We made a new appointment for her at another enrollment center. She has since been enrolled and approved.

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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 9/5/2022 I had an appointment for my TSA pre-check. I was walking into the building and received an email that the appointment was cancelled, and that I would have to go online and schedule another appointment. Since I was already in the building and had to drive up from *****, rent a room and pay for an overnight stay I walked the stairs to ask why it was cancelled. In the rent-an-office space the young lady mentioned their machines were down and not expected to be back up and running until the next day. I was not rude, but the three employees seemed disinterested and unapologetic. I asked if they could schedule an appointment as soon as their machines were back up to get me back in asap because of their error and late notification. They said that they cannot schedule an appointment, I'd need to go online again and schedule one. I checked and the next appointment was 1.5 months away. I asked if there was any other option. Eventually they mentioned that I could do a walk-in appointment during normal hours. I thanked them and came back today, 9/12/2022. I arrived at 9:30am and was told by a rude man at the desk that I had to be there at 9:00 am. I said that none of them mentioned that last week. He was rude and said that it was my fault for not being there at the time they didn't tell me, contradictory to what his secretary had said a week earlier. I told them what I thought about spending excessive amounts of money to drive 100 miles, rent a room, buy food and gas only to be turned away a second time due to reasons not listed on their web site or in person. They had me thrown out of the building. They are unprofessional, rude, and not a well run business.

  Customer Answer

  Date: 10/24/2022

  I have not heard from the business in response to my complaint.  They have been unprofessional in all attempts to communicate.  A poorly run organization.

  Business Response

  Date: 11/09/2022

  IDEMIA regrets the experience ******************** had. On the day of his visit, we had a hardware failure which prevented us from serving him. As we cannot schedule or foresee failures of this type, applicants may be well on their way to the center before they receive the notification. We appreciate the trouble ******************** went through but it was beyond our control. Adding to the problem, was the fact that our appointments were booked into the future leaving the only option of walking in without an appointment. This can provide unpredictable results due to the nature of having to work them into the schedule. If there is a no-show, it's easy to plug him in. Conversely, if everyone shows up, working him in (assuming he's the only one waiting) is a challenge. 

  The agent was being honest when he set his expectation for a long wait. The recommendation to arrive at 9:00 would have allowed him to be processed before any of the appointments arrived, beginning at 9:30. 

  We would be happy to assist ******************** in making another appointment at the location most convenient to him and will reach out to assist in doing so.

  Customer Answer

  Date: 11/10/2022

  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 from IDEMIA is well written, but has been crafted to minimize the impact of my limited statement on the original complaint.  I will address those statements.

  I understand that a hardware failure is beyond anyone's ability to foresee.  This was acknowledged.

  As for the statement "The agent was being honest when he set his expectation for a long wait," no expectation was set.  The agent's bias and discrimination was easily visible on both occasions.  His courtesy towards one race and immediate disdain for mine was obvious to everyone in the office.  It was not appreciated but I ignored it as, being in a mixed marriage, I have seen racism from both sides.  I was never given the opportunity to wait for a fill-in appointment.  I was told that I had to arrive promptly at 9am, which had never been communicated in the previous appointment, and that I could not be helped at all. When pressing for additional information and complaining about the poor communication I was told to immediately leave the building.  Had the agent mentioned I could wait for a fill-in appointment, I would have been happy to sit and wait.

  As for the paragraph stating "We would be happy to assist ******************** in making another appointment at the location most convenient to him and will reach out to assist in doing so," no such contact has been made and the company site offers no contact information for any location so it is impossible for me to contact them directly.  This was stated simply to sway viewers of the case. Had I been contacted, I would have happily set up a new appointment.

  These attempts to obtain a TSA Pre-Check have now cost me well over $500, as well as the embarrassment of race bias and being threatened with arrest if I didn't leave the building immediately.  Such bias and racism, poor hardware control and lack of professionalism has no place in a government service.

  
  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

  Date: 11/14/2022

  On 11/14 we left both a voice message and an email message offering assistance. We await a return contact from *********************

• Initial Complaint

  Date:10/11/2022

  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.

  Scheduled an appointment in August to be printed for pre check. Appointment was for October 11th at 130pm at the ******** ** office. Received confirmation emails and texts about appointment. Arrived the day of the appointment. And was informed by a note on the door that they are closed and to reschedule online. A worker came to the door and said machine was down we should have been notified. Partner and o took time off of work. Traveled to get printed just to be turned away with appointments and the earliest to reschedule is2 months out. Cannot reach a human at this company whatsoever. I received texts and emails confirming my appointment they could have done the same to cancel. The appointment. Thoroughly disgusted and it looks like Im not the only one.

  Business Response

  Date: 11/02/2022

  We had a breakdown on our end which resulted in a failure to notify the complainant that we were unable to process his application. We regret this situation but are happy to report he has subsequently been processed and approved.

• Initial Complaint

  Date:10/05/2022

  Type:Order 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.

  A background check for licensing requires that IdentoGO process my hard copy fingerprinting card. I paid the fee of $20.50 to IdentoGO for processing my fingerprinting card in July and received the Registration ID of ZS22068571M. My card has still not been processed. After months of calling IdentoGO to check on the status of my card, all they can tell me is that my card is "processing." Recently, IdentoGO claimed that they never received my fingerprint card, so I re-sent my fingerprints in September. It is now early October, and IdentoGO is still unable to provide me any other information beyond that my card shows as "processing." I am waiting on this background check to obtain my licensing. It has now been 3 MONTHS since I sent my fingerprint card and I cannot be licensed without it. This company should NOT be awarded any more state contracts. Do not trust IdentoGO to process your fingerprints as required by many state agencies.