Complaints

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:01/03/2023

  Type:Delivery 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 paid for the expedited background check. I was under the impression it would be done in 3 to 5 business days. I paid for it on December 15 and it's still yet to be processed. I contacted both counties that are currently in processing and they stated they have never received a request for background for me and there was nothing pending. I contacted castle branch and their answer was it's the state that I live in and there's nothing they can do about it. I was also told it could take up to four or five months to process background check I'm supposed to start school January 9 if my background check is not complete I will not be allowed to start.

  Business Response

  Date: 01/05/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Please be assured that we did everything within our control to expedite your order. As a consumer reporting agency, we rely on outside sources to provide information for background checks. State agencies and other organizations work diligently to process these requests, and some searches take an extended processing time. We are pleased to see that your order was completed on January 3, 2023. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.

• Initial Complaint

  Date:12/16/2022

  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.

  12/15/2022 I ordered a background check. Within the same 24 hours I requested cancellation and the documents required were NOT accepted. I don't want the background check, I want it cancelled and a refund. I cancelled it within HOURS of ordering. I am begging for a refund. I'm not completing the documents for this background check!! PLEASE JUST CANCEL AND REFUND.

  Business Response

  Date: 12/23/2022

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. It appears your refund was completed on 12/20/22. Your web inquiry was responded to by a UES Rep with the same information. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.

• Initial Complaint

  Date:12/09/2022

  Type:Delivery 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.

  Order number: 9022-1110-1309-2900 was places on 11/10/22 for the completion of a background check to fulfill a requirement for graduation from medical school. This background check has been in the "pending status" for a full 30 days with no updates provided on when it will be completed. I have tried contacting CastleBranch in regards to the completion of the background check and was assured an update would be provided in ***** hours with a supervisor contacting me within 24 hours and I have not been contacted by a supervisor with updates. Additionally, there is incorrect information on the pending background check. This pending status in conjunction with the incorrect information is jeapordizing my ability to complete a graduation requirement for medical school. Therefore I have had to have a background check completed with a different company. As a consumer, I was forced to purchase another background check as CastleBranch failed to render services paid for.I have had upwards of 5 background checks completed in the past and been fingerprinted in the past with no errors and/or instances of mistaken identity occurring. This current report has criminal charges present that do not belong to me. Again, due to the time that has passed, I do not have the ability to spend time disputing this background check as I have already purchased a background check that is accurate. I am requesting a refund for this purchase as it has not been completed and can no longer be used due to the incompleteness of the report and the errors on the report .

  Business Response

  Date: 12/20/2022

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. It appears your order was completed on 12/15/22. Your web inquiry was responded to by a UES Rep with the same information. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.
  

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated in the original complaint and correspondence with the company, the background check in no longer needed and is incorrect. The website states a refund can be issued for background checks with incorrect information. Additional, the website states background checks are usually completed within 3-5 business days. My order was submitted 11/11/22 and incorrect completed on 12/15/22. Again, this oversight forced me to have to secure another background check from another company in order to meet clinical requirements in time. I was advised a dispute for the background check has been submitted and that could take another 30 days to be completed. A 60 day turn around for a background check is unacceptable. Again, I am requesting a refund for services not rendered prior to seeking a resolution with my bank.

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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.

  My employer ordered a background check on 11/15/22, it included **, ** and GA checks. ** and SC came back within a few hours but GA required a consent form. I filled out the provided form and emailed it to the instructed address. 8 days later on 11/23/22 someone reviewed it and realized they sent an outdated form for GA and provided a link to a new one which i filled out and emailed again to the instructed address. As of today, 12/4/22 i still haven't received my background check and i cannot start work until i do. I have lost wages due to the mistake and delay in processing this background check and still have no indication when it will be finished. I was told on 11/29/22 it would be 12/2/22 in the afternoon at the latest and yet i still have no results.Please get my background check to me so i can start work, i am supposed to work tomorrow 12/5/22 but if this doesn't come back it will be yet another shift i've lost wages from.

  Business Response

  Date: 12/06/2022

  Reviewed and approved

• Initial Complaint

  Date:11/23/2022

  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 placed an order for a background check on nov.10,2022 while reading the website it displayed background checks will be processed in 3-5 business days, nov. 15th came I called castle branch to inquire about my order my school deadline has now passed and they are threatening me to withdraw or risk course failure for my nursing program! When I called Castle branch they state they are experiencing delays and my background check is expected to return by nov. 25! I immediately place a rush order on nov. 15th hoping this will make my turn around time quicker I paid $24 extra dollars for this, the next day I speak with someone and they tell me they cannot promise a quicker return even though I have paid a rush fee and my new ETA is 12/12/2022. I am appalled!! I am at risk of missing my clinical for my program and having to fail my course due to this issue , I have received little to no help from castle branch about these why my background check is still "in process" i need serious help and assistance with my issue. I need my background check back ASAP! why are they still taking money for rush orders if orders aren't able to actually be rushed? Why are they stating a 3-5 day turn around if it's actually taking 2-4 weeks? This is ridiculous i am in extreme fear of having to withdraw from my program due to this issue

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/11/29) */ Thank you for taking the time to provide feedback regarding your experience with CastleBranch. It appears your background check order is being delayed, which is outside of our control. Illinois Cook County Criminal Vendor has assured that orders will continue to process as quickly as possible. Your web inquiry was responded to by a UES Rep with the same information. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at 1-888-914-7279.

• Initial Complaint

  Date:11/08/2022

  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 placed an order thru CastleBranch and paid $122.75 for background check, drug testing and compliance tracker for a CNA program at Saddleback college. I have created an account and all seems fine. I was logged out of the account but I am unable to log in successfully. I keep getting an error saying my credentials does not match their records. This was not a user error as I am using the correct username and password. I've called their customer service and got a hold of someone after waiting for over an hour and said that everything seems fine on their end and I am not locked out or anything. I need this to work as we have a deadline to meet. I need to upload documents but I am not able to do so because of this issue. Please help

  Business Response

  Date: 12/07/2022

  Consumer Response /* (2000, 6, 2022/11/09) */ This has been resolved

• Initial Complaint

  Date:10/24/2022

  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.

  This company is utilized by Higher Education organizations (Employers) for background check and health records review for placement in practicums to complete training in the community as a requirement for graduation. The review and processing of these documents and self learning modules have to be paid for by the student and are time-sensitive for course placement. This company does not process documentation appropriately or in a timely manner, web-based services malfunction very often and their IT support is unable to provide a resolution. These delays have cause me to miss deadlines with my school, Walden University, and make duplicate payments for services. I have been unable to access the web base modules (HIPAA and OSHA products) I paid for. This is the second time this has happened and the company told me there is nothing else they can do to help me. I am asking for the BBB to assist me. There is no way that I can circumvent this vendor or I would. Working with Castlebranch is a requirement for me to graduate and obtain my degree. I am unable to move forward with life changing plans because of the poor service from CastleBranch.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/11/01) */ Thank you for taking the time to provide feedback regarding your experience with CastleBranch. A User Experience Support Supervisor reached out to you on October 27, 2022, and again on October 31, 2022, to assist you in accessing your information. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at 1-888-914-7279. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company reached out as noted but the issue is still not resolved. I am still unable to access the training I paid for. The resolution they sent was a password change but the new default password provided to me by Slyvia B****** does not meet the specifications set for their system. The requirements state, " 8 characters, 2 numbers, 1 uppercase, 1 special character is needed. The default Ms B****** sent has only one number. This is just another example of the inaccurate information this company continues to provides. All of which continue to add up to delays in timely processing of required documentation. Consumer Response /* (2000, 13, 2022/12/14) */ Yes. I was provided an updated password that allowed me to access the courses I paid for. Thank you so much for the follow up. I have been struggling with this company for over a year and would never have gotten any assistance if it was not for the interventions provide by the BBB. I am very grateful. I truly hope this company is able to make changes in their practices because they have adversely impacted a lot of students. Best Regards, ******* *****

• Initial Complaint

  Date:10/07/2022

  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 signed up for Castlebranch to manage my clinical requirements for nursing school. They should have told me not to sign up for it until clinical were about to start. Now I went to take my drug test and the order form was put of date. I also need an updated background check. I have sent a multitude of messages to them with no reply. I have been trying ti call them for weeks and have never been able to get through due to excessive hold times. I finally held for an hour today to be told I will have to buy a new package and pay again. Even though they never paid for a drug test before. I tried to place the order while on the phone with the representative and it was invalid. The rep told me I will have to go back to the school and get a new code. So after all this time and effort, they coyldnt help me with anything. And in addition, I have to pay for another whole package, code yet to be determined. So paying for two packages to get one package worth of work. This company not only needs to hire more staff, but to quit trying to gouge struggling students for extra money.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 8, 2022/10/18) */ Thank you for taking the time to provide feedback regarding your experience with CastleBranch. A User Experience Support Supervisor reached out to you on October 10, 2022 to provide more information regarding your order. Regarding your concerns, your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey accurately the need for updated testing. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at 1-888-914-7279.

• Initial Complaint

  Date:10/06/2022

  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 paid $99 for a personal background check on June 10, 2022. I am a student and needed to have a background check before beginning my practicum. However, my school did not provide a code/package to include what specific background checks need to be complete and the Castlebranch website did not clarify what specifics are included in a personal background check. After I paid and received the results, I realized that their personal background check does not the National Sex Offender Database, Fraud and Abuse Control Information System (FACIS) Level 3, or the Office of Foreign Asset Control (OFAC), I requested if I could add these and they told me "Additional searches cannot be added on the personal background check" and that I should instead contact my local law enforcement agency if my school was not willing to provide a package/code. Students should consider going with a more transparent company if needing a background check.

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/10/13) */ Thank you for taking the time to provide feedback regarding your experience with CastleBranch. It appears you used your CB package code and not the code provided by your school. You will need to place a new order for the correct institution. Your web inquiry was responded to by a UES Rep with the same information. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at 1-888-914-7279.

• Initial Complaint

  Date:10/04/2022

  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.

  My order with Castle Branch was submitted on September 21, 2022 and resubmitted again the 26th. I only have until the 5th of October to have this completed or I lose my job at the fire academy. The background check is stuck on an address in Mississippi, a state I never lived in, for someone with a similar name. I have tried calling and submitting requests for them to get this issue resolved but they have done nothing to help. I moved 750 miles across the state for this job and already passed a background check to get it along with a polygraph. For some reason the EMT course needed another seperate background check and now it is holding up my enrollment because castle branch won't finish this one. This in turn will make them let me go and I have to start the whole hiring process again. I spent thousands of dollars on moving expenses and work clothes and if this company doesn't do their job it would have been for nothing.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/06) */ I think we are ready to go on this one. Consumer Response /* (2000, 7, 2022/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)