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:12/01/2023

  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.

  Currently applying to a university and need fingerprints done. On November 04, 2023, I went in with my Livescan application FULLY filled in. I was told the application should be sent directly to the place indicated on the application. I paid ***** in cash. I continue to monitor the Commision on ********************* website where the livescan should have been sent and it continues to state, "Pending Evaluation" and "Incomplete: Action Required."I decide to contact the *** fingerprints unit by email. They respond to me stating that they have not received my fingerprints due to the operator not including my social security number on my application. They suggested I review my initial application form to make sure that I included my social security number on it, and I did, in fact, include the number. I am also told that I need to go back and request my fingerprints done again as a first-time transaction. I was also stated that I should not have to pay since it was the operator's fault. On November 21, 2023, I go back to the place explaining their situation and also showed the email providing instruction to submit my fingerprints again. They were completely confused and stated, "We never include the social Security number and have done many applications for the *** and have never come upon this problem. We only include what is needed and it will flag us if we need to provide the social which is why we did not provide it. Since this is not our fault, you will need to pay the fee again. If you do not pay the fee, we will have to cover it and we do not want to do that."So I paid the $***** fee again, this time on card, and continued to monitor the website once again. After continuously seeing the same error message as before, I contact the fingerprints unit once again. This time, they state they have not received them at all and reached out to the ******** I was also informed by the fingerprints unit that this is unusual behavior and they should always include the ***

  Business Response

  Date: 12/11/2023

  The customer was issued a refund for her first live scan ,  I was informed by *** & *** that the live scan was fully completed on 12/3/2023. Due to the Holiday there might have been a delay in getting the results from *** and *** which is out of our control. Our file shows it was completed the day the client came in on 11/21/23, we submit our files to the respected agency's and they conduct the live scan from there we have no control on how long they take to process. We are sorry that this happened and will continue to provide our customer with excellent customer service thank you again **********

  Customer Answer

  Date: 12/14/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.