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:10/08/2024

  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.

  This happened on 9/25, 9/26, and 10/1. I paid this business on 9/25 as well as my friend who went with me, and the reason we went to them was to get our live scan fingerprinting done so we could get our certification as EMTs in ****************. The cost of the live scan was $81 and I got it complete on 9/25, then the next day *************************** (*****) sent an email that said my fingerprints were poor quality and that the fingerprint business should do it free of charge. So we went back to redo them and fingerprints once again came back as poor quality. Since we got rejected twice, the *** performs a name search instead of using the fingerprints. ***** does not accept name search which means that my friend and I would have to pay another $81 and the business did not guarantee the fingerprints to go through this time. This is extremely unfair because we paid the $81 to get our livescan done to work as EMTs and now we have to wait even longer. My friend and I decided to go to another live scan company and their equipment was much newer than the one we went to before. I believe the original live scan business we went to is the fault of not updated equipment which makes the business unreliable as they themselves said that the *** is extremely picky with fingerprints. I hope to get a refund of my $81 due to this issue.

  Business Response

  Date: 10/08/2024

  Live Scan Fingerprinting Plus is doing DoJ/FBI Fingerprinting for last almost 19 Years (Same Operators). We follow the DoJ FBI guide line
  for doing fingerprinting and our Systems are approved by doj/FBI. Our Rejection rate is less than 5%. Incase of the rejection we provide
  free resubmission as mandated by DoJ. See below FAQ number 6 from Doj website Link:
  https://oag.ca.gov/fingerprints/agencies_faq#6G
  6. What do I do if I received my California response, but the FBI rejected the applicant submission due to poor quality fingerprints?
  The Federal Bureau of Investigation (FBI) may reject fingerprints even if the images were accepted by the DOJ. If this happens, the
  applicant will need to be reprinted using the original ATI (OATI) submission number. If rejected because of poor quality by the FBI on the
  second attempt, the applicant agency must request an FBI name check. To do so, please complete and submit the FBI Name Check
  Request, pdf.
  NOTE: Both rejections must be for the same applicant type and applicant title. The name check must be received by DOJ within 75 days
  of the second rejection notice.
  So, we did provide free resubmission to both applicants. FBI completed both applicants record search by name and sent to the
  Requesting agency. But the requesting agency is not accepting that Name Search Results (according to the Applicants).
  I talked to the her friend regarding this FBI Rejection and explain whole process and but he was very angry and blaming my system and
  insisting on refund, I told him that we collect Doj/FBI fees in that $81 and its not refundable because we have to pay DoJ/FBI fees, we
  make only $30 Rolling fees per Applicant, so finally I told him to talk to DoJ/FBI if you have any complain about our service and Live
  Scan Machine system.
  See below Link for FBI Name Check Process for the second time Rejection by FBI (Just for your reference).
  https://oag.ca.gov/sites/all/files/agweb/pdfs/fingerprints/fbinamecheck.pdf

• Initial Complaint

  Date:10/08/2024

  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.

  This event occurred on September 25, September 26, and October 1. The actual transaction occurred on September 25. I went in to this establishment with a friend so we could get our live scan fingerprints taken in order to work in **************** as EMTs. They charged us $81 each for the live scan. Then, the day after, on September 26, we had to go back to this business because we received an email from the ******************************************* (*****), which said that the live scans the *** received were of poor quality and that we needed to go back to wherever we got the live scan from. So on September 26, once again, we got our live scan fingerprints taken. Then, on October 1, we received yet another email from *****, which once again said that the live scans the *** received were of poor quality. This time though, because we had already resubmitted the live scan once, the ***'s background check came back as a "Name Search". Because a Name Search result is not accepted by *****, the email told us to once again go back to the place where we got our live scan from. When we went to go into this business to get another resubmission, they told us that they would not be able to file another resubmission without payment, and thus asked both of us to pay another $81, even though there was no guarantee whatsoever for the fingerprints to be accepted by the *** this time. I just think this is completely unfair, as my friend and I paid $81 specifically to get our fingerprinting done so we could work as soon as possible. But, because of what I can only assume to be faulty machinery, we not only wasted $81, but also need to wait even more to become certified EMTs in ****************. Today, I even called the business to try and get a full refund, but they refused to cooperate, even resorting to hanging up on me. For this reason, I want a full refund of my $81, and I will also have my friend submit their own claim so they can get their money back too.

  Business Response

  Date: 10/08/2024

  Live Scan Fingerprinting Plus is doing ******* Fingerprinting for last almost 19 Years (Same Operators). We follow the *** *** guide line for doing fingerprinting and our Systems are approved by ******** Our Rejection rate is less than 5%. Incase of the rejection we provide free resubmission as mandated by ***. See below FAQ number 6 from *** website Link: ***********************************************

  6. What do I do if I received my California response, but the *** rejected the applicant submission due to poor quality fingerprints?
  The ******************************* (***) may reject fingerprints even if the images were accepted by the ***. If this happens, the applicant will need to be reprinted using the original *** (OATI) submission number. If rejected because of poor quality by the *** on the second attempt, the applicant agency must request an *** name check. To do so, please complete and submit the *** Name Check Request, pdf.
  NOTE: Both rejections must be for the same applicant type and applicant title. The name check must be received by *** within 75 days of the second rejection notice.

  So, we did provide free resubmission to both applicants. *** completed both applicants record search by name and sent to the *****************. But the requesting agency is not accepting that Name Search Results (according to the Applicants).

  I talked to the person who made this  complain and explain whole process and but he was very angry and blaming my system and insisting on refund, I told him that we collect ***/*** fees in that $81 and its not refundable because we have to pay ******* fees, we make only $30 Rolling fees per Applicant, so finally I told him to talk to ***/*** if you have any complain about our service and Live Scan Machine system.

  See below Link for *** Name Check Process for the second time Rejection by *** (Just for your reference).

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

  Customer Answer

  Date: 10/12/2024

   I am rejecting this response because:

  The *** cannot be contacted that easily. I was never angry when I called you guys, the manager was instead the one who became angry very quickly when I asked for a refund. It is not the **** fault that the equipment used for the live scan was of poor quality. Immediately after my friend and I went to another live scan establishment, our fingerprints got accepted without any issues on the first attempt. Clearly this shows that the problem is not with the *** or with the *** agency I was applying to, but was instead solely a problem of faulty machinery. I am still requesting a refund because it is unacceptable that I had to pay $81 to receive nothing of use for my EMT application.

  
  

  Business Response

  Date: 10/17/2024

  Please find below is contact information for the ******* Live Scan. Everything goes through ********** **** I suggest the Applicant to contact ***. We followed the *** process for the Applicant, We explain the Process to the Applicant. 

   

  REMSA is not accepting the ******* Criminal Record by Name check, and Asking the Applicant to do new Live Scan but that's not the ******* process. See below information and the attached ******* name check form.

  STATE OF ********************************
  REQUEST FOR APPLICANT NAME CHECK BY THE
  ******************************* (***)
  BCIA 8020 See attached Form 
  (Rev. 10/2019)
  
  This form is to be used by the submitting applicant agency to request an *** name check after an applicant has had
  two transactions rejected due to poor fingerprint quality. Both rejections must be for the same applicant type and
  title. An *** name check request must be received by the ********************* (***) within 75 calendar days of the second
  rejection notice or the applicant will need to be reprinted. This time frame allows the *** to process the request and forward it to
  the *** within the required 90 days. Please note: The *** deletes all fingerprint records after 90 days.

   

  https://*******************************************

  I Applicant Information Services: ******************************************
  For applicants with inquires related to the fingerprint background check process.
  

  Applicant Response Section: ***************************************
  

  Question regarding applicant transactions.

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because: Just because REMSA were the ones who didn't accept the name search does not mean that excuses your business from giving out poor live scans. If your fingerprinting machine worked properly either time, a name search wouldnd't have to be used in the first place. Once again, it is because of your faulty machinery that we are in this situation. You have still yet to refute why the live scan worked perfectly at the other establishment I went to, but failed to work in this one. It doesn't matter what excuses you give, whether that be blaming REMSA or the **** When it comes down to it, your machinery was the thing that ultimately failed, and for that reason you should be the ones bearing responsibility for the live scan failure. The only reason REMSA didn't accept name search results is because, if someone was to get booked while driving a REMSA ambulance, a name search is not appropriate for their booking to appear on their record. I will continue requesting a refund for as long as I need to, as this business clearly cannot take accountability for being the ones at fault.
  
  
  

  Business Response

  Date: 10/22/2024

  Live Scan Fingerprinting did not do anything wrong regarding this person complaint. We are in business for almost ************************************** BBB is related to this ************. In my opinion, this ************ Employees are is not knowlegible about the *** Live Scan Process or giving misinformation to the Applicant or they are not waiting enough for the ******* Result to be updated in their system and asking applicant to do new one.

   

  In case of this case,

  1st time *** rejected, *** Accepted. - See attached pdf file 1st time *** website status.

  2nd time, *** and *** both accepted and  completed criminal record and sent to REMSA (See attached *** website Status Reports-2nd time).  This Applicant may have not waited to post the 2nd time results.

  Our job is to collect fingerprint and transmit to ***/***. they send the report to applicant agency on the paper, in this case REMSA.

  Some time *** reject quality of fingerprint and we retake fingerprint without any charge (we did free for this applicant 2nd time).

  Quality of Fingerprint depends on the applicants fingers, and it can vary from person to person. Some applicant has no fingerprints, some has wet fingerprints, some has dry fingerprint. Depending on the type of work they do they loose fingerprint. Most of people who work in healthcare, they loose fingerprint.

  We follow the ******* guideline, not the Applicant guidelines (in this case REMSA).

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

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