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:06/30/2025

  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.

  6/30/2025. I didn't realize I was going to have to spend any money for the results better yet 50 dollars and I will never use their app again. I just simply want a refund.

  

  Business Response

  Date: 07/01/2025

  Dear **** *****,
  
  We are writing in response to the consumer complaint filed by ******* *******, Complaint ID ********.
  
  Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information, and each user is required to check a box separately agreeing to those terms before being charged. Our registration page and our Terms of Use clearly outline the details of our billing terms. Customers also receive a confirmation email for all orders made on the site.
  
  Our records show that ******* ******* signed up for a 2-month subscription, which would have required actively selecting that plan during the sign-up process.
  We have cancelled all memberships and reversed the payment back to the original payment method used to enroll, as the transaction was still pending. No further charges will be incurred.
  
  Please do not hesitate to contact our customer care department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), Monday through Friday. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:06/30/2025

  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 have a TruthFinder account which I pay monthly for & Ive been happy with until recently. I got a new phone (same number) since old phone was lost. I can login to account but then I get request verification code & the only option given is by text. Ive yet to receive any of the codes. Not a single one of support phone numbers work. No live chat. Googling I was told to look for verification email which is nowhere in my email. Just a welcome to TruthFinder with report. Ive emailed ******************************* but no answer yet. Looking at options at this point after being so frustrated - I cant even cancel membership without being logged in - since none of support numbers work & they are requesting asking for verification codes they arent sending. Beyond frustrated at lack of any way of getting support.. Im going to be stuck with automatic payments being taken out, no way to use service & no way to cancel.

  

  Business Response

  Date: 07/01/2025

  Dear **** *****,
  
  We are writing in response to the consumer complaint filed by **** ********, Complaint ID ********.
  
  We completely understand how frustrating it can be to lose access to an accountespecially when verification codes are not being received. Our records show that Ms. ******** reached out to our support team by email on June 30, 2025, and we responded to her message the following morning on July 1, 2025.
  
  While we are unable to manually send a new verification code, there are still a few ways she can verify her account. She can choose to have the code sent to the email address already associated with the account, enter a different email address to receive a new code, or use a mobile phone number to get the code by text. If any of these options are giving her trouble, our team would be happy to walk her through the steps.
  
  If Ms. ******** is looking to cancel her membership, there are several ways to do so. She can email us at ******************************** call us at ************** and use the automated phone system, or speak directly with one of our representatives during business hours. Our Customer Support team is available Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), excluding holidays.
  
  Lastly, we reviewed the screenshot Ms. ******** provided and confirmed that the number shown at the bottom of the screen is in fact our official customer service number.
  
  We are here to help and remain committed to resolving this issue as quickly as possible.
  
  Sincerely,
  TruthFinder Support Team

• Initial Complaint

  Date:06/27/2025

  Type:Billing 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 cancelled the service on March 26, 2025, and received a confirmation email same day that the service was cancelled. The company had continued to charge my credit card monthly for the service they confirmed was cancelled. On June ******* after learning I had still been receiving charges, I went to their website to cancel the service again. Last night the charged a new amount to my credit card for a change in the services even though I received another confirmation e-mail for cancellation on June 26, 2025.

  

  Business Response

  Date: 06/30/2025

  Dear Madi Posey,
  
  We are writing in response to the consumer complaint filed by Donald Kierce, Complaint ID 23526770.
  
  We’d like to clarify the timeline of activity on Mr. Kierce’s account:
  
  On March 26, 2025, Mr. Kierce signed up for a 5-day trial of Unlimited Person Reports and was billed $7.44. He canceled this subscription on the same day to prevent recurring billing, and as a courtesy, a full refund of $7.44 was issued.
  
  On the same day, he also enrolled in Unlimited PDF and Data Monitoring Access for $4.24/month. This separate subscription was never canceled and continued to bill monthly.
  
  On June 26, 2025, Mr. Kierce re-enrolled in the monthly subscription for Unlimited Person Reports at $30.13 and canceled this subscription on June 27, 2025, again to prevent further billing.
  
  Consistent with applicable laws, all material terms, including billing details and automatic renewal terms, are clearly disclosed before submitting payment information. Each user is required to check a box agreeing to these terms before being charged. Our registration page and Terms of Use clearly outline all billing practices, and confirmation emails are sent for each order or change.
  
  To fully resolve this matter, we have canceled all active subscriptions associated with Mr. Kierce’s account and issued an additional refund of $38.61 to the original payment method. Please allow 3 to 5 business days for the refund to reflect, depending on your financial institution.
  
  If there are any further questions, we invite you to contact our Customer Support team at 855-921-3711, available Monday through Friday, 7:00 a.m. to 4:00 p.m. PT (10:00 a.m. to 7:00 p.m. ET). (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support Team

• Initial Complaint

  Date:06/27/2025

  Type:Order 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 am writing to formally file a complaint against Truthfinder and its affiliated services for their failure to honor multiple requests to remove or suppress my personal information from their website.Truthfinder advertises that it allows individuals to opt out of having their personal data displayed. However, in my experience, this process has proven misleading and ineffective. Despite following their instructions and providing the required information, including responding to invasive personal questions, Truthfinder has not removed my data. On June ******* I requested my information be removed and provided screenshots including a link regarding where it was located. Truthfinder responded stating that they could not find my information and provided steps to suppress my personal information again via payment. Furthermore, the company appears to require users to pay in order to request the removal of personal records once they are founddespite claiming to offer a free opt-out process. This practice is deceptive and raises serious ethical and privacy concerns. In addition, when data is not found through their opt-out process, they claim they are unable to assist further, yet the information clearly remains accessible through their platform.I believe Truthfinder is deliberately making it difficult for consumers to exercise their right to privacy, and I am requesting the BBB investigate these business practices. I am also requesting that Truthfinder be compelled to remove my personal data permanently, without requiring a paid subscription or additional burdensome steps.Please let me know if you need any supporting documentation or reference numbers related to my opt-out attempts

  

  Business Response

  Date: 06/30/2025

  Dear Madi Posey,
  
  We are writing in response to the consumer complaint filed by Courtney Vann, Complaint ID 23526157.
  
  Thank you for bringing this matter to our attention. We sincerely apologize that Ms. Vann’s suppression request from June 21, 2025, was not properly addressed, and we regret the oversight in failing to suppress her information at that time.
  
  To clarify, TruthFinder does not charge any fees to suppress personal information. The screenshots included in the complaint appear to reflect our account sign-up process, not the suppression flow, which is a separate and entirely free service. A subscription is never required to request the removal of a report.
  
  We understand concerns about the suppression form. To locate the correct background report, we ask for basic identifying details such as full name and current or past address. This information is used only to match and suppress the correct record—no invasive or sensitive personal data is requested or required.
  
  TruthFinder compiles publicly available information from government records, public databases, and licensed third-party sources. While we cannot remove records from their original public sources, we do offer the ability to suppress the entire background report from appearing on our site.
  
  Based on the information provided in the complaint, we were able to locate and validate Ms. Vann’s background report. We have now completed the suppression per her request and in accordance with our Terms. This also applies across all PeopleConnect people search platforms, including TruthFinder.com, Intelius.com, InstantCheckmate.com, and USSearch.com.
  
  If the report still appears, we recommend clearing your browser’s cache and cookies to ensure you're viewing the most up-to-date version of our site.
  
  For further questions, our Customer Care team is available at 855-921-3711, Monday–Friday, 7:00 a.m.–4:00 p.m. PT (10:00 a.m.–7:00 p.m. ET). Holiday hours may vary.
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:06/24/2025

  Type:Billing 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.

  Dear Sirs,Truth I made one enquiry on Truthfinders on October 2023 on their website.I checked all the boxs and I gave my credit card for a one time payment.I have 50 to 60 charges on my CC every month. I check the charges at a glance and pay the charges every month.I checked my CC to pay the charges for the month. I noticed a charge from Truthfinders for $*****.I immediately called them because I used their service over 18 months ago. The customer service person confirmed I used the service only one time. He told me at the time I agreed to a monthly subscription of *****. I never signed anything.I complained vigorously. He told me the service automatically renewed and I could cancel at any time. I told him to cancel the service. I asked for my money back because I didnt know and I only used their service one time. He said I paid every month automatically and he would not refund my money. He did confirm I only used their service one time and agreed not to charge me for June and to cancel my service.I would hope that I have some recourse . Im hoping that the BBB can guide me in claiming a refund from Truthfinders because I believe it is wrong to automatically charge anyone for anything unless they cancel.I never heard a company can charge you for every unless you make positive cancellation to a negatively charged service!Thank you, for any help.Regards,*** ******!

  

  Business Response

  Date: 06/25/2025

  Dear Madi Posey,
  
  We are writing in response to the consumer complaint filed by Joseph Thrapp, Complaint ID 23513087.
  
  We appreciate the opportunity to address Mr. Thrapp’s concerns and are sorry for any confusion or frustration he experienced.
  
  Our records confirm that Mr. Thrapp contacted our Customer Support team after noticing a recurring charge. During the call, our representative explained that the account had been enrolled in a monthly subscription plan, which was agreed to during sign-up. In accordance with applicable laws, all billing terms—including our automatic renewal policy—are clearly disclosed on our registration page. Users are required to check a box confirming agreement to these terms before submitting payment, and a confirmation email is sent after enrollment.
  
  We understand that recurring subscriptions can sometimes be overlooked, particularly when the service is used infrequently. As a courtesy, our representative issued a refund during the call and confirmed that the account was canceled to prevent any further charges.
  
  We appreciate Mr. Thrapp bringing this to our attention and remain committed to providing a clear and transparent experience. If any additional questions arise, our Customer Care team is happy to help. We’re available Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), excluding holidays, and can be reached at 855-921-3711 or [email protected].
  
  Sincerely,
  TruthFinder Support Team

• Initial Complaint

  Date:06/22/2025

  Type:Sales and Advertising 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.

  Truthfinder advertises itself as a Free background search company but it isn't until after you submit personal information (including name and email address) that they require a subscription to be purchased. Based on other BBB complaints, it also seems like this subscription is very difficult to cancel. This company is scamming information from people with no intention to deliver on their advertised services.

  

  Business Response

  Date: 06/23/2025

  Dear Madi Posey,
  
  We are writing in response to the consumer complaint filed by Joe Smith, Complaint ID 23503678.
  
  TruthFinder is a paid subscription service that provides access to detailed public records compiled from a wide range of data sources. While users can initiate a search at no cost, access to full report results requires a membership. This is clearly disclosed on our registration pages and within our Terms of Use. Additionally, before any payment is processed, users must check a box acknowledging and agreeing to the billing terms, including automatic renewal. A confirmation email is also sent following each transaction for clarity and transparency. Entering a name and email allows users to begin the search process, but we make it clear prior to purchase that full access requires a paid subscription.
  
  We’re sorry to hear of Mr. Smith’s concerns. After a thorough search using the information provided in the complaint, we were unable to locate an active TruthFinder account under his name or email address. If Mr. Smith believes he may have used a different email address to sign up, we encourage him to contact our customer care team so we can assist further.
  
  For reference, TruthFinder memberships can be canceled at any time through multiple channels:
  – By logging into the account at www.truthfinder.com
  – Using our automated phone system (IVR)
  – By calling our support team
  – Or by emailing us directly at [email protected]
  
  Our customer support team is available at 855-921-3711, Monday through Friday from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), excluding holidays (holiday hours may vary).
  
  Sincerely,
  TruthFinder Customer Support Team

• Initial Complaint

  Date:06/22/2025

  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.

  My name is ******* *** ***-*********.... not ********** ***robertson, not ******** *********, not ******* *** *********. 'TRUTHFINDER' or so-called, persists in conjoining my profile with these other ********* through the chosen ignorant misspelling of my name as ******* ***robertson. I am a retired Veteran and Born Again Christian, and have never been arrested. For all of this, I give God the glory: And yet, God has given me the common sense to not simply sit back and hope it passes.Also; I have been married since 2009, and have gone from ******* *** *** to ******* *** ***-*********, and from 1023 Fieldtrial... to ******************************************************* *****.

  

  Business Response

  Date: 06/23/2025

  Dear Madi Posey,
  
  We are writing in response to the consumer complaint filed by Beverly Lee-Robertson, Complaint ID 23503272.
  
  We understand Ms. Lee-Robertson’s concerns regarding the accuracy of information associated with her name and appreciate the opportunity to address them.
  TruthFinder compiles publicly available information from third-party sources. While we strive for accuracy, some records may be incomplete, outdated, or misattributed, as explained in our Terms of Use. Because we do not create, alter, or independently verify this data, similar or overlapping names can occasionally lead to errors.
  
  In order to suppress Ms. Lee-Robertson’s background report from appearing on TruthFinder.com and affiliated people-search sites, she can access the Suppression Tool at https://www.truthfinder.com/privacy-center and select “Suppress Your Public Data” followed by “Manage My Suppression Rules.” She will be asked to provide and validate certain identifying details so we can match her information with the appropriate record and confirm she is the subject. The Suppression Tool is for personal use only and is made available at our discretion and pursuant to our Terms of Use (https://www.truthfinder.com/terms-of-use/).
  
  If Ms. Lee-Robertson needs assistance, our customer care team is ready to help at 855-921-3711 or [email protected], Monday through Friday, 7:00 a.m.–4:00 p.m. Pacific Time (10:00 a.m.–7:00 p.m. Eastern Time), excluding holidays (holiday hours may vary).
  
  Sincerely,
  TruthFinder Customer Support Team

• Initial Complaint

  Date:06/19/2025

  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.

  Its a bait and switch. They dont tell you until the very end, that theyre going to charge you for public information. They keep you online to plant cookies and things I dont want. They should pay me for the time I wasted, and the cookies they planted.

  

  Business Response

  Date: 06/19/2025

  Dear Madi Posey,
  
  We are writing in response to the consumer complaint filed by Joyce Wood, Complaint ID 23490618.
  
  We’re genuinely sorry to hear about Ms. Wood’s frustration and appreciate the opportunity to address her concerns. We understand how it could be disappointing to reach the end of the search process and then learn that there is a cost involved, and we regret if the experience felt misleading in any way.
  
  TruthFinder is a subscription-based service that gathers data from thousands of public sources and presents it in an organized, easy-to-read report. While the underlying data is publicly available, building and maintaining the platform to deliver that information in a secure and comprehensive format requires significant investment, which is why there is a fee for access.
  
  Pricing details are clearly disclosed prior to any purchase, and the sign-up process outlines the billing terms. With regard to cookies, TruthFinder uses them—like many websites—to support site functionality and enhance the user experience. These cookies do not collect personally identifiable information without consent, and users can control cookie settings through their web browser preferences.
  
  We truly value Ms. Wood’s feedback and are committed to continuously improving the user experience. If there are any additional questions or concerns, our customer care team is happy to help and can be reached at 855-921-3711 or [email protected]. Representatives are available daily from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time). (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Customer Support Team

• Initial Complaint

  Date:06/17/2025

  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.

  I've attempted to supress my information from search multiple times, as this being publicly available information is dangerous for my family due to my work. *****************************************************************

  

  Business Response

  Date: 06/18/2025

  Dear **** *****,
  
  We are writing in response to the consumer complaint filed by ******* *******, Complaint ID ********.
  
  The information TruthFinder provides in reports is compiled from various public databases, government entities, commercial data providers, and other sources of public data. While we cannot remove specific individual records, we do offer the ability to suppress an entire background report from appearing on our site.
  We were able to locate a background report and validate Mr. ******** request based on the information provided. In accordance with our Terms and their request, we have suppressed the report from public view on the TruthFinder website.
  
  This suppression will also extend to all people search platforms within the PeopleConnect family of websites, including TruthFinder.com, ************, ********************, and ************.
  
  Please note that this removal only applies to our websites. The information may still be accessible from third-party or government sources outside our control. Additionally, certain information, such as possible relatives, associates, or listings in features like registered *** offender databases may still appear in other areas of our platform.
  
  We recommend clearing your browsers cache and cookies and allowing up to 24 hours before searching again to ensure that the changes have fully taken effect.
  If you have any further questions, please do not hesitate to contact our customer care department at ************ or by email at ******************************** Our team is available Monday through Friday, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time). Holiday hours may vary.
  
  Sincerely,
  TruthFinder Customer Support Team

• Initial Complaint

  Date:06/17/2025

  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 am doing business with an individual and needed to do a background check. I signed up with Truthfinder, did the background check, and cancelled the service within a few days. Truthfinder requires a monthly subscription so I expected to be charged for the one month. I recently discovered that the subscription has continued and that my credit card has been charged monthly. I called Truthfinder immediately to dispute the charges. They cancelled the current charge but said they were unable to go back and cancel any previous charges unless I could produce an email from them confirming the cancellation. I spoke with *****, then ***** on 6/17/25 at 7:50 am. I asked about an appeal process and ***** said company policy prohibits them (even a supervisor) from going back and crediting back those months charged.

  

  Business Response

  Date: 06/17/2025

  Dear **** *****,
  
  We are writing in response to the consumer complaint filed by **** ****, Complaint ID ********.
  
  TruthFinder is a subscription-based service, and consistent with applicable laws, all material terms including billing frequency and automatic renewal are clearly disclosed prior to submitting payment. Customers must actively agree to these terms before completing enrollment. Additionally, a confirmation email is automatically sent upon signup to confirm membership details.
  
  After reviewing the account, we were unable to locate any previous cancellation request prior to June 17, 2025. As such, the subscription remained active and was billed accordingly. However, we can confirm that no charges were processed in June, and the account was officially canceled during the June 17, 2025 call with our support team.
  
  As a courtesy, we have issued a refund totaling $56.66 to the original payment method used at signup. Please allow 35 business days for the refund to appear, depending on your financial institution. No further charges will be incurred.
  
  If you have any additional questions or concerns, please do not hesitate to contact our customer care department at ************. We are available during regular business hours, from 7:00 a.m. to 4:00 p.m. Pacific Time (10:00 a.m. to 7:00 p.m. Eastern Time), seven days a week. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support Team

  Customer Answer

  Date: 06/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ****