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:08/05/2023

  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.

  Information is inaccurate and it takes money to get a refund even when it says 30 day money back guarantee .the company is very deceptive and it says complete background and the phone info has to be paid for to view info . After I paid for a membership

  

  Business Response

  Date: 08/07/2023

  Dear *****************************,
  
  This response is in regards to the consumer complaint from *********************************, ID ********. 
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from TruthFinder, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show up in a final report.
  
  TruthFinder compiles hundreds of millions of available public records from several different data sources. We pay for all of the information we provide. Our billing details are prominently displayed before a customer decides to sign up for our services, and these terms can also be reviewed at any time in our Terms of Service. We do not claim to be a free service. In order to view reports, an active membership is required.
  
  On August 4, 2023, ********************** purchased an Unlimited Premium Person Trial subscription. This subscription provides unlimited person and address reports. ********************** was prompted to pay for a phone report subscription upon performing a phone report search because his purchased subscription does not allow for phone reports.
  
  We have reversed the pending charges on *********************************** 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 *** vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:08/02/2023

  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.

  Used one time about one year ago, I just realized that they are been charging my credit card every month. Need my money back, they are missed using my card information.

  

  Business Response

  Date: 08/02/2023

  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 refunded Marco ******* 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

  Customer Answer

  Date: 08/02/2023

  when I called today to cancel any more charges to my credit card account.  The customer service representative told me that I will get a six months mine back only.  I asked to talk to a manager because they are been charging me for about three years the almost $29.00 every month,  ******* never came to the phone, instead the manager said to the operator that they will give me another six months. 
  

  No, this out of question.  I need my full refund for the three years that they are been charting me.  This is not a negotiating.  I wanted fully refund from day one.  This is an abused on their part.

  

  Business Response

  Date: 08/03/2023

  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.
  

  Due to system limitations, we are only able to refund up to 12 months.
  

  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:07/30/2023

  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 my membership by calling Truthfinders customer service via telephone in March 2023, the status on my account says cancelled, but I have continued to be charged each month both $29.91 and $4.25 on April 10, May 10, June 9 and July 9. I called again to reach my Chase Marriott credit card company to cancel in June to complain that they did not honor their promise to cancel in March, and they credit two months (I requested three months), but then they charged back two months. I have not used the services since February, and I need their billing to stop and need a credit for the April charges on: $136.64 total. In addition I went online to Truthfinders website and followed the instructions therein to try to cancel my membership by going to Membership Settings as in their graphic - not only do I not find the Cancell Subscription option shown in that online site graphic, but my status is listed as Canceled even though I continue to be charged.I require for all of my charges on my **** card since January to be refunded, and a stop to any future billing - due to my inconvenience and their failure to make cancelling the service easy as they claim on their site. Thank you.

  

  Business Response

  Date: 07/31/2023

  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 ******************************** 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 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:07/30/2023

  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 subscribed to Truthfinders service in late June. I immediately found it to be terribly lacking in updated information that I could easily find on my own without their help and requested cancellation. On June 30, ****** responded to my cancellation request and required additional information to access my account. I provided the requested information promptly. A month has passed and *** received no reply and my account was charged an additional 28 dollars and change for this terrible service I canceled. These companies act in bad faith and I am convinced it is a shady business practice designed to frustrate at best and fleece more revenue at worst. Thank you for your help. The bank routing number they are automatically taking unauthorized funds from my account is **************** Bank New Hampshire.They certainly can keep my initial subscription payment but should return this months charge and honor their claim to cancel subscription if unsatisfactory.

  

  Business Response

  Date: 07/31/2023

  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 ******************************** After a thorough investigation, we were able to locate an email cancelation request from **********************; however, we were unable to locate Mr. ********** account with the information provided. Additionally, we responded to **********************, requesting additional information to locate the account; however, we did not hear back from him with the requested information.
  
  As a courtesy, we have cancelled all memberships and 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 7:00am - 4:00pm Pacific time (10:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:07/27/2023

  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.

  This company spends 10 minutes of your time, promising you "sensitive information" about a person, then asking you to pay for it! Do NOT buy anything from this company, it's a scam.

  

  Business Response

  Date: 07/27/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********. 
  
  TruthFinder compiles hundreds of millions of available public records from several different data sources. We pay for all of the information we provide. Our billing details are prominently displayed before a customer decides to sign up for our services, and these terms can also be reviewed at any time in our Terms of Service. We do not claim to be a free service. In order to view reports, an active membership is required.
  
  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:07/25/2023

  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 made a account with this company and paid for a back round check. I needed to run a back round check on a potential nanny for my 1st son. I used all my correct and real information for this. As soon as they processed the fee they locked me out of the account I made and I couldn't not access anything. Upon calling they said my account was locked for "suspicious behavior" and did not give any further explanation. They also said the money they took does not get sent them. And it could take up to 45 days to get my money back. Which is basically unheard of to me. They also took ot upon themselves to cancel the account and send me a fancy email.

  

  Business Response

  Date: 07/26/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *****************************, ID ********.
  
  TruthFinder is a public records search service. Our Terms of Use prohibit the use of the website for any business reason. This includes the collection of data for any purpose other than your personal us, which may include but is not limited to employment screening, tenant screening, or credit checks. A thorough investigation is conducted after an account is suspected of being in violation of these terms.
  
  In the event of a proven violation, the account in question is disabled from further use, all memberships to be cancelled, and all charges to be returned to the payment option used within 3-5 business days.
  
   ********************* account was determined to be in violation of our Terms of Use. We have cancelled all memberships and refunded all ******** to the payment option used to enroll. 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:07/22/2023

  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.

  I am seeking records for my grandfather, ***************************, born around **** in ******************. I went to a free site to search for information and their system found someone with what would be an approximate age of 136. After it pulls a number of records (some of which made no sensesocial media accountsit returned records of 105 years or younger ( not the basis of the search initiated), but only after Id paid and realized the information did not meet parameter of records for someone who would be 136 years old. Additionally, there was no truth in the advertising that the records were freeintentionally false and misleading.

  

  Business Response

  Date: 07/24/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********.
  
  TruthFinder compiles hundreds of millions of available public records from several different data sources. We pay for all of the information we provide. Our billing details are prominently displayed before a customer decides to sign up for our services, and these terms can also be reviewed at any time in our Terms of Service. We do not claim to be a free service. In order to view reports, an active membership is required.
  
  While an inaccurate report is rare, this can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from TruthFinder, we guarantee that we will search every database available to us. However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show ** in a final report.
  
  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 *** vary.)
  
  Sincerely,
  TruthFinder Support
  
  

  Customer Answer

  Date: 07/27/2023

  
  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:07/20/2023

  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.

  This is outrageous that this website is displaying private AND inaccurate personal information to anyone who will pay $30!! There is no customer service contact info. Its offensive and intrusive!! All of my familys information including my husband have been falsified and publicized without ANY authorization or verification. I was recently rejected from a job interview ******* OF THE FALSE WEBSITE AND INFORMATION PROVIDED! I cannot believe this website is even legal, charging money, AND providing legal information. Im infuriated!!!!

  

  Business Response

  Date: 07/20/2023

  Dear ***********************************:
  
  This response is in regards to the consumer complaint from *****************************, ID# ********.
  
  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. Our information obtained from a report is for personal use only. We prohibit the use of the website for any business purpose, which may include but is not limited to employment screening, tenant screening, or credit checks.
  
  We care about the privacy of our consumers and their ability to personally control the display of their public data. Our ****************** allows them to limit the ability of other users to view their report while preventing others from abusing this function of the website.
  
  If Mrs. ******* wishes to exercise this right, please direct her to our suppression tool at *****************************************************, click on "Manage Suppression Rules," and follow our simple instructions.
  
  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:07/19/2023

  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.

  Its a violation of my family and the company doesnt have accurate information of myself and my family.

  

  Business Response

  Date: 07/20/2023

  Dear ***********************************:
  
  This response is in regards to the consumer complaint from *******************************, ID# ********.
  
  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.
  
  We care about the privacy of our consumers and their ability to personally control the display of their public data. Our ****************** allows them to limit the ability of other users to view their report while preventing others from abusing this function of the website.
  
  If ********************* wishes to exercise this right, please direct her to our suppression tool at *****************************************************, click on "Manage Suppression Rules," and follow our simple instructions.
  
  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:07/18/2023

  Type:Sales and Advertising 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.

  Information provided is not accurate and additional fees are needed to access information, this was not disclosed when I signed up. This information provided is not accurate and therefore misleading. I am requesting a full refund. Requested refund from company with no response.

  

  Business Response

  Date: 07/20/2023

  Dear ***********************************:
  
  This response is in regards to the consumer complaint from *****************, ID# ********.
  
  While an inaccurate report is rare, it can occur from time to time. We gather our information from numerous public sources. This information is then uploaded to our database. When you purchase a background report from TruthFinder, we guarantee that we will search every database available to us.
  
  However, because we simply display records as they are provided to us, we cannot guarantee the content of the records that *** show ** in a final report.
  
  Mr. ***'s account has been reimbursed to the payment method 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 *** vary.)
  
  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 07/20/2023

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