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:07/11/2023

  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.

  I have been getting multiple notifications for a product I have made clear to truthfinder I do not want. I want them to stop notifications to my phone.

  

  Business Response

  Date: 07/13/2023

  Dear ***********************************:
  
  This response is in regards to the consumer complaint from ***************************, ID# ********.
  
  Based on the information provided, it has been determined that ****************** is receiving Push Notifications or ******** ****************** opted in to receive these notifications by clicking "Allow" when prompted on our website.
  
  Unfortunately, we are unable to disable these types of notifications ourselves; they MUST be disabled on the actual device that the pop-up notifications are being sent to.
  
  To unsubscribe from push notifications, he should follow the instructions below using the exact browser or device that is receiving them.
  
  Go to **********************************************.
  Click the Unsubscribe button to stop receiving push notifications from Truthfinder.
  
  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:07/08/2023

  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 have tried multiple times to communicate with this business to get a refund for their product after explaining in detail to them how it malfunctions and they responded, refunded a small portion of the fees, and then refused to respond to any of the other 10+ emails. Attached is all the outgoing messages I have sent to them, the ways I have attempted to contact them via PayPal, and the fact that my PayPal refund request has not been acknowledged by the seller.

  

  Business Response

  Date: 07/10/2023

  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 would like to thank **************** for taking the time to provide additional information about his experience, and we are sorry to hear that he experienced issues accessing his account.
  
  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
  
  

  Customer Answer

  Date: 07/10/2023

  
  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:07/03/2023

  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.

  Contacted this business to remove me from their data base. Submitted the opt out information and my information is still popping up when I ****** search my name. Then when I click on the ****** search my name is still active in their data base. Due to safety reason I need my information removed immediately. This is the forth time I have had to contact this company in the last five years to remove my information. I should not have to keep doing this. Please remove me asap. This is hands down the most dangerous app on the internet and I would not like to be apart of it.

  

  Business Response

  Date: 07/05/2023

  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 have removed the report for *******************************. The removal process takes between 24 - 48 hours to be completely removed from our website. 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: 07/06/2023

  
  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:07/03/2023

  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.

  I noticed a charge for $3.99 on my Mastercard. They won't answer the phone. Perhaps they're closed for July 4th.I emailed them, asking what my user ID and password are. Since I would have had to create these credentials in order to add my credit card as payment. Which I didn't.They got my credit card number from other crooks who've also debited my card for fraudulent purposes. I'll be cancelling my card for a replacement Wednesday. I would like that money returned to my cc account.

  

  Business Response

  Date: 07/06/2023

  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.
  
  After a thorough investigation, we were unable to locate an account with the information provided. In order to meet Mr. ****** 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 Paypal email address or Paypal 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
  
  

  Customer Answer

  Date: 07/07/2023

  "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."
  
  None of this happened.  I have no user account.  There is no electronic signature.  There was no confirmation email.  Yet I see this $3.99 charge on my account anyway.  And I could see the same charge every month.
  
  **** is fraud - pure and simple.  **** ************* most likely accessed my Mastercard through my ************ Edge browser))), and thought they could get away with it.  
  
  Decent ***** Americans NEVER run scams like this.
  
  The person of color at Truthfinder needs to be identified by her employee ID, and imprisoned.  FOR FRAUD!

   

   

   

  

  Business Response

  Date: 07/10/2023

  Dear ***********************************, 
  
  This response is in regards to the consumer complaint from ***********************, ID ********. 
  
  After a thorough investigation, we were still unable to locate an account with the information provided. In order to meet Mr. ****** 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 Paypal email address or Paypal 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:06/30/2023

  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.

  My name is *************************. I live in West ******** ***********. I am a victim of Identity theft and need to be very vigilant about my personal information being secure. My personal information is on this companys website. I attempted to remove my information from their website, but they are forcing me to create an account and give them more of my personal information. I am requesting that this company remove *************** information from their website immediately. Thank you.

  

  Business Response

  Date: 07/05/2023

  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 have removed the report for *************************. The removal process takes between 24 - 48 hours to be completely removed from our website. 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: 07/05/2023

  
  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:06/28/2023

  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 background search company places detrimental information about individuals that are false to gain subscriptions to their service. In doing a simple search on myself it has been insinuated that I am on a government watch list, that I have multiple criminal records which I do not, and they keep a social ratings score on me from the data that they scrape from the internet.

  

  Business Response

  Date: 06/29/2023

  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 were unable to identify a report or validate their identity based on the information provided.  
  

  If they are able to locate the result corresponding to them on one of the sites, please take a screenshot of that result and email it to us. Also, please provide other email addresses, physical addresses, or phone numbers that they may have used to help validate their identity. That information will only be used to process their request.   
  

  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:06/28/2023

  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 paid for a service and then wasn't provided with said service unless I paid additional funds that were not mentioned in initial terms.

  

  Business Response

  Date: 06/28/2023

  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 ************************* 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: 06/29/2023

  
  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:06/27/2023

  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.

  I entered my credit card information for a $1 trial with Truthfinder. I was charged the $1 and canceled the trial. I was then charged $***** a day after canceling. I've tried to contact Truthfinder by calling, emailing and a submiting a message on their website. I haven't recieved a response. I would like a refund for the *****.

  

  Business Response

  Date: 06/28/2023

  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 ******* Gannons 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: 06/29/2023

  I was charged $1 on June 16th for the trial. That charge is correct. My intention was to pay for and use the trial for $1. I ended the trial. I received a confirmation email that it was ended and I would not be charged further. But then I was charged ***** on June 21st.

  I have not been refunded the ***** that I am requesting to be refunded for.

  

  Business Response

  Date: 06/30/2023

  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 ******* Gannons account back to the payment option used to enroll, and no further charges will be incurred. We have submitted the refund to their financial institution. Please allow them 3-5 business days to post the refund to ******************************* account.
  

  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: 07/05/2023

  
  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:06/23/2023

  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.

  As you can see the trans action was on June 3rd. I went to truthfinders site to do a background search. The site asked if it was a single search or multiple. I at first said single, but when finished the site said I could search another person or others for 1 month, so I did another search. I was charged 3 times without knowing by truthfinders. I was not happy at all and when I tried to get a refund, not for all, but for being charged twice on the site when it said I could do multiple searches as a member, which I was. I just wanted truthfinder to be forthcoming and fair and able to understand, but it was more like we have your money and we will refund the **** charge. See how fair we are. Now we have ***** and *****, so go away and be happy. I was double charged by this company. I ended my service immediately of course. I can't trust that a company like this will not access my paypal accout, that is why I ended them. They locked my account, which I don't care. Truthfinder is not customer friendly and service is not very good either. I pray BBB makes a correct decision and helps to bring about a FAIR resolution. Truthfinder should use whitepages as a model to do business.

  

  Business Response

  Date: 06/27/2023

  Dear ***********************************:
  
  This response is in regards to the consumer complaint from *********************, **# ********.
  
  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 can confirm that there has been a dispute regarding the charges associated with the account in question, resulting in a chargeback. In this case, we recommend that **************** reach out to PayPal directly to address any concerns he may have regarding a refund.
  
  We are also able to verify that the membership has been cancelled and disabled, and there will be no additional charges applied. Additionally, as a result of the dispute, this account will be inaccessible going forward.
  
  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: 06/27/2023

   I turned OFF automatic payments with paypal account to not allow Crooks to take from my account indiscrimanently. Like I said, Truthfinder charged me twice for something stated in their agreement that said I was allowed more then 1 background search for a single charge.

  Paypal said for me to come to an agreement with them. They refused to negotiate. I will not do business with this company ever again and will tell others the same.

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

  

  Business Response

  Date: 07/07/2023

  Dear ***********************************:
  
  This response is in regards to the consumer complaint from *********************, **# ********.
  
  After further investigation into Mr. ******* account, we can confirm that on June 3, 2023, he purchased a one-time report for $29.95. After the one-time report was viewed, **************** initiated an additional person search. Since **************** had already utilized his one-time report purchase, when the additional search result was opened, he was prompted to purchase a monthly subscription plan in the amount of $28.05 in order to view unlimited reports. Before **************** completed this purchase, he was notified of the billing terms related to the subscription purchase and authorized TruthFinder to bill his payment method on file. Additionally, **************** authorized the purchase of our Unlimited PDF service for a one-time charge of $3.99.
  
  Our Billing Terms are conspicuously explained on our purchase page and in our Terms of Use. Additionally, customers are sent a confirmation email for any purchase orders placed on the site.
  
  **************** has initiated a chargeback on his account in the amount of $33.94 (the one-time report purchase of $29.95 plus the Unlimited PDF service of $3.99) with PayPal. As a courtesy, we have provided a refund to Mr. ******* PayPal account in the amount of $28.05 for his membership subscription on July 7, 2023. The remaining charges, totaling $33.94, remain in dispute due to the chargeback proceeding.
  
  We can confirm that Mr. ******* account subscription has been canceled and there will be no further charges 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), Monday through Friday. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:06/22/2023

  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.

  February 16th 2023 account opened Feb. ********* account canceled via email by me. I was charged $28.95 for the month of Feb. I emailed them about the charged and they told me the account had been canceled as per my request on the 16th of Feb. They have charged me again in March, April, May and now June. My last email with them on May 19th 2023 they assured me there would be no further charges. Also they will not answer phone just disconnect you.Your request (******) has been updated. To add additional comments, reply to this email.

  

  Business Response

  Date: 06/23/2023

  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.
  
  When ************** canceled the Unlimited PDF and Data Monitoring Access subscription online on February 14, 2023, the Unlimited Person Reports Membership was not also canceled. This is why ************** continued receiving charges. 
  
  We have cancelled all memberships and 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