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:08/29/2024

  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 have tried in everyway possible to close this account and stop the recurring billing. Called and emailed customer service multiple times with nobody able to cancel the service or close the account. They say contact other platform providers which claim to have no information on the name, account # or credit card being billed.

  

  Business Response

  Date: 08/29/2024

  Dear *****************************,
  
  When a user activates their account, they must provide an electronic signature authorizing TruthFinder to charge their card as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  
  After a thorough investigation, we were unable to locate an account with the information provided. In order to meet these expectations, we request all applicable information listed below:
  
  The first and last name used on the account
  The email address registered
  The first 6 and last 4 numbers of the card used
  The ****** email address or ****** Transaction ID number
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:08/28/2024

  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 contains private information about my name and address and relatives and is publishing this on advertisements available via third party websites as well as on TruthFinder's own website. I do not consent to TruthFinder.com publishing or showing anything about me. Every reference to me must be removed from their website and from any of their private or public indices or databases as I unilaterally decline to give consent for any of my information to be possessed or published by TruthFinder.com

  

  Business Response

  Date: 08/28/2024

  Dear *****************************, 
  
  This response is in regards to the consumer complaint from ************************************ ********.
  
  TruthFinders information is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
   In order to suppress your *********************' publicly available information from appearing on TruthFinder.com and related people search sites, they can access the Suppression Tool , ****************************************. They will be required to provide and validate some identifying information first.  This is necessary so that we can match their information with a corresponding record and confirm that they are the subject of that record. The Suppression Tool is for personal use only and made available at our discretion and pursuant to the applicable Terms of Use.
  
  *********************' request to remove her  information from the TruthFinder website, will be applied to the *********** displayed on all people search sites owned by PeopleConnect including TruthFinder.com, Intelius.com, Instantcheckmate.com and USSearch.com.
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:08/23/2024

  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.

  Join an information provider, after many efforts received no reports as promised, Went to "Easy cancellation page" and was now informed to cancel I had to pay$19.00. for nothing received. They have you jumping through all kinds of pages, never once telling you you had to pay to cancel. All conducted on line and in order to attempt to gather info you must leave a valid credit card, nothing but a rip off IMO. I want membership cancelled and CC reimbursed for any charges or fees. Also fees changed depending how deep you entered the web site

  

  Business Response

  Date: 08/23/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from ***********************, ID# ********.
  
  We gather the information in our reports from numerous third-party data providers and publicly available sources and the information from those sources may not always be accurate or complete. As a result, inaccuracies in reports can unfortunately occur from time to time as we explain in our Terms of Use. 
  
  We therefore encourage you to use the report as a starting point and perform any additional investigation you deem helpful for your purpose.
  
  Additionally, although we do offer add-ons in conjunction with our memberships so that our customers can better locate their desired reports, we do not charge fees for cancellation, whether the customer does so within their account, calls our customer support line, or even emails us at *******************************.
  
  Lastly, we have refunded Mr. ******* account back to the payment option used to enroll, and no further charges will be incurred.
  
  Please do not hesitate to contact our customer service 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) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  

• Initial Complaint

  Date:08/23/2024

  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.

  ***** finder took money out of my account without my knowledge and without warning. I do not use truthfinder and have never agreed to a subscription or a membership. They have been recurringly taking money out of my account. And so far, I only have the amounts on one of my accounts.. there is a second bank account that was also fraudulently charged by them as well.

  

  Business Response

  Date: 08/23/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  Under normal circumstances, when a user activates an account with **********************, they must provide an electronic signature authorizing TruthFinder to charge their card, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email upon signup. If a user completes their initial search inquiry but does not enter their payment information, they will not be charged, and no membership will be created.
  
  In the event of proclaimed fraud, TruthFinder requests the billed recipient contact us first to ensure the account in question is thoroughly investigated. When this claim can be justifiably substantiated, the account in question is disabled from further use, all memberships are cancelled, and the last charge is returned to the payment option used.
  
  We have refunded the most recent months unauthorized ******** to *************************** payment option used to enroll, and no further charges will be incurred. Additionally, we have disabled the account to prevent any further access. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:08/15/2024

  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.

  On June 27, 2024, I downloaded truth finder on my cell phone, I paid $32.32 . I opened the app one time, things went fine the second time I tried to open the app, I couldn't get in it kept telling me invalid password. So I called truth finder and told them the app wouldn't let me back in and I wanted my money back. They sent it back but my money card was locked 6/27/2024( I keep my card lock because of all the scams that's going on). I had forgotten I locked my card. I called them back 7/18/2024 to tell them I hadn't received the refund because my card was locked, then they said they had to do a reversal nothing happened. To make a long story short, I have been calling them since 7/18,25,26,31,8/1,2,5/2024 and they keep giving me the runaround. I even called my card provider and the said they haven't received anything from truth finder. I also asked for an email confirmation and they told me they weren't allowed to give me one, please help me get my money back, because I believe they scammed me I don't deserve this.

  

  Business Response

  Date: 08/15/2024

  Dear ******* *******,
  
  This response is in regards to the consumer complaint from ***** ******, ID ********.
  
  In the future, if ***** ******** experiences any difficulties accessing their account or any features of the website, they should try the following steps:
  
  Try refreshing or restarting the browser
  Make sure the browser is up-to-date
  Make sure cookies are enabled
  Be sure to occasionally clear your cache and cookies by visiting the browser history
  If they are using our services from different devices, I recommend turning off any VPNs or firewalls that could be affecting certain websites
  
  If any technical issues persist, we encourage our members to reach out to our customer service department at ************ with any further questions. We are available to assist 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) daily, including weekends. (Holiday hours may vary.)
  
  We have cancelled all memberships and voided the pending charges that were applied to ***** Hardens account payment option that was used to enroll. She may confirm this credit with her financial institution if necessary. 
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

  Customer Answer

  Date: 08/19/2024

  I still haven't received my refund, and I need my money. They are scamming me 

  

  Business Response

  Date: 08/19/2024

  Dear ******* *******,
  

  This response is in regards to the consumer complaint from ***** ******, ID ********.
  

  When a user activates their account, they must provide an electronic signature authorizing TruthFinder to charge their card as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  

  We have cancelled all memberships and issued a reversal to ***** Hardens account back to the payment option used to enroll, and no further charges will be incurred. A reversal means that, rather than being deposited into their account as a refund, the total would have simply fallen off as if they were never charged.
  

  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  

  Sincerely,

  TruthFinder Support

  Customer Answer

  Date: 08/20/2024

  They were supposed to have reprocessed my funds which they have not done. These people know that they owe me $32.32 and they're not trying to refund my money, I want my money back. How many people have you all scammed besides me?

• Initial Complaint

  Date:08/12/2024

  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.

  I have requested the removal of my personal information from this website and its affiliates several times. I do a ****** search every couple of weeks and my information continues to show on their website. I have used their own website for the requests, as well as emails and phone calls. They profit from people's personal information and they are requires by California law to remove this information if you request it. They do not comply.

  

  Business Response

  Date: 08/12/2024

  Dear *****************************, 
  
  This response is in regards to the consumer complaint from ID: ********. 
  
  Inteliuss information is gathered from many public sources, including local county courthouses, census bureaus, and other sources of public information. We do not create or add to the information we obtain. While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. The information obtained from a report is for personal use only.
  
  Kindly reach out to the Intelius customer care department and provide both a screenshot and the *** of the information that needs to be removed. Once the necessary information is provided to identify the report, we will manually remove it as have requested.
  
   Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time), Monday Friday.
  
  Sincerely,
  Intelius Support

• Initial Complaint

  Date:08/06/2024

  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.

  I needed a background check on an individual I met online. Truthfinder advertises complete background checks with criminal records, credit checks, judgements,liens etc. I ordered a background for judgements, and criminal. The whole time you are waiting for report, you get notices that warn this person may have criminal background, may be on *** watch list etc. Once report is complete all you get is an address, neighbors, emails, etc. All the info you can get online for free. I already had the info in report doing my own research. I was billed $30.00 for nothing. As a matter of fact no social media info was found. Yet I met them on social media and had that info. They claim they are searching thru multiple data bases. It's a scam and they won't refund my money. Buyer beware. They also attempt a subscription to continue billing you. I canceled immediately. I bet I will continue getting billed.

  

  Business Response

  Date: 08/08/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********.
  
  We gather the information in our reports from numerous third-party data providers and publicly available sources and the information from those sources may not always be accurate or complete. As a result, inaccuracies in reports can unfortunately occur from time to time as we explain in our Terms of Use. We therefore encourage you to use the report as a starting point and perform any additional investigation you deem helpful for your purpose.
  
  Lastly, we have refunded ********************** account back to the payment option used to enroll, and no further charges will be incurred. Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service 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 have cancelled my subscription with this company four times. Each time I received confirmation of the subscription cancellation but I have been charged money two months in a row and then another attempted charge last week. I have emailed several times attempting to get this resolved but no one responds and I still have not gotten my money back as requested.

  

  Business Response

  Date: 08/07/2024

  Dear ******* ********
  

  This response is in regards to the consumer complaint from ***** ******, ID *********
  

  When a user activates their account, they must provide an electronic signature authorizing TruthFinder to charge their card as described, including for the automatic renewal of their membership. Our Billing Terms are conspicuously explained on our registration page and in our Terms of Use. Customers are sent a confirmation email for any orders placed on the site.
  

  Customers are able to cancel online from within their account, through our Customer Phone Support, or by sending an email to [email protected]. After a thorough investigation, we have determined that no cancellation attempts were made through any of these channels.  
  

  As a courtesy, we have cancelled all memberships and refunded Koren Cooper’s account associated with the email ***********************, back to the payment option used to enroll, and no further charges will be incurred.

  Please do not hesitate to contact our customer service department at 855-921-3711 with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  

  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 08/07/2024

  
  
  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,
  
  
  
  ***** ******
  
  
  
   
  

• Initial Complaint

  Date:08/05/2024

  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 ordered a report on July 25,2024. Since then I have been on the phone with them for ************* speaking to several reps. **** have all tried to help, but the screens that should appear on my computer don't appear. I am so frustrated! I am 84 yrs.old and I just want the report that I have paid for! I have been disconnected 3 times so far! **** won't mail it to me! What can I do? I have a feeling this is a scam!

  

  Business Response

  Date: 08/07/2024

  Dear *****************************, 
  
  This response is in regards to the consumer complaint from ***********************, ID ********. 
  
  To access the services and obtain a report, *********************** needs to log into her account at **********************/login. For her username, she can use the email address she used to create her membership. As for the password, she can simply use the one she entered while setting up her account. If she is unable to remember her password, she can click on the "Forgot My Password" link on the login page or reach out to us for assistance in resetting her password. 
  
  According to our records, our support team also sent a PDF copy of the requested report via email on August 5, 2024. 
  
  In the future, if *********************** encounters any issues accessing her account or any features of the website, she can follow these steps:
  Consider refreshing or restarting the browser
  Ensure that your browser is kept current
  Ensure that cookies are enabled
  Remember to periodically clear your browser's cache and cookies by accessing the browsing history.
  If she is utilizing our services across multiple devices, it would be advisable to disable any VPNs or firewalls that *** be causing disruptions to specific websites.
  
   Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  I received emails agreeing to a refund of $32.32 within 3-5 business days on July 10th and 15th of 2024, I have not received that refund nor have they provided any further contact.

  

  Business Response

  Date: 08/04/2024

  Dear *****************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********.
  
  Effective July 15, 2024, ************************* account has been cancelled, meaning that there will be no additional charges. A full refund was issued to ************************* account on August 4, 2024. The refund has been submitted to her financial institution. Kindly allow them a period of 3-5 business days to process the refund and credit it to her account. If necessary, she can confirm this credit with her financial institution. 
  
  Please do not hesitate to contact our customer service department at ************ with any further questions. We are available to assist you during regular business hours, from 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support