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:03/21/2023

  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.

  States I have a criminal record and on a watch list.

  

  Business Response

  Date: 03/22/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from ********************, ID ********. 
  
  While an inaccurate or incomplete report is rare, this can occur from time to time. We gather our information from numerous public sources. When purchasing 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. We do not supplement or add to the information we obtain.
  
  Regarding the information found on our website concerning the government watch list notice, the verbiage in the Did You Know? paragraph states that IF a name appears on a government watch list sourced from the ****************** or another government agency, you will have access to the details associated with this record. It makes no mention of **************** being on a federal watch list. This notice lets the consumer know that if the individual theyre looking for is on a government watch list, the report will include information from that record.
  
  While we cannot remove specific records from a report, we do have the option to remove an entire background report from our site. To exercise this right, **************** *** access our suppression tool at ***************************************************** and click on Manage Suppression Rules. He will be asked to submit his email address to begin the process.

  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:03/20/2023

  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.

  I have asked to be opted out of this site selling my personal information and they have not done so. They have not responded to my emails. I have emailed them and have copied and pasted my profile and they keep my profile up. I want my information removed. I have asked them to stop selling my personal information.

  

  Business Response

  Date: 03/20/2023

  
  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 were able to locate a report and validate **************' request based on the information provided.  We have suppressed  **************' public information pursuant to his request and our Terms.  
  
  Please allow up to 48 hours for these changes to reflect on our website. Please keep in mind that we do not remove *** offender location data and that these names could still appear as a possible relative or associate in another individuals background report.
  
  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:03/20/2023

  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.

  I wanted to get one report from the company. I called immediately after that report. They kept billing me for another seven months. When I called, they agreed to refund one month. Then put me on hold and agreed to refund two more billing cycles. They did cancel when I asked them to. They kept billing me $28/month for seven months. Furthermore, they never send emails to notify you of their billing. Of course not, then you might cancel.

  

  Business Response

  Date: 03/20/2023

  
  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 in full, 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 6:00am - 4:00pm Pacific time (9:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:03/15/2023

  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.

  Truthfinder's online "Suppression" request isn't allowing me to complete the request to suppress my personal information. The verification screen that confirms phone number won't progress after entering the info. The suppression request never get processed. At the bottom of the screen it says to contact them if there's a problem, but it gives no contact information there. I want my information suppressed/deleted.

  

  Business Response

  Date: 03/16/2023

  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

• Initial Complaint

  Date:03/15/2023

  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.

  The company leavesno option to cancel ..even though REPEATEDLY states "cancel online immediately " THERE IS NO WAY TO CANCEL.."CONTACT CUSTOMER SERVICE TO CANCEL" REDIRECTED TO AUTOMATED CANCEL LINE THAT STATES : HI [YOUR NAME] THANKS FOR CONTACTING US TO CANCEL..WE CANNOT PROCESS YOUR REQUEST..THEY HANG UP...FRAUD WEBSITE RUNAROUND DIFFERENT INFORMATION ON EACH PAGE TO MISLEAD YOU...

  

  Business Response

  Date: 03/15/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *********************, ID ********.
  
  Following a thorough investigation, we discovered an account with the email address *********************** however, this account was never activated, so no cancellation is necessary.  
  
  We were also unable to locate another account that matched the provided information. In order to meet ************************* expectations, please provide the following details:
  
  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 6:00am - 4:00pm Pacific time (9:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:03/13/2023

  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 the service Truthfinder on January 12, 2023. They sent an email confirmation of the cancellation an that I would have access to the system "until February 8th 2023". I thought the issue was resolved until today when I checked my Paypal account statement to find out they have charged me for the past 2 months again for something I cancelled over 2 months ago! They owe me a refund. Truthfinder member number is *********.

  

  Business Response

  Date: 03/14/2023

  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 ******************** canceled only one of his subscriptions on January 12, 2023. This is why he continued to receive charges. Subsequently, ******************** canceled the additional subscription online on March 13, 2023. No further charges will be incurred unless he makes a purchase from within his account. As a courtesy, we have refunded ******************** for the last two payments we received. His refund was instantly submitted to PayPal, but we ask that he give them 3-5 business days for the refund to be posted to his 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
  
  

• Initial Complaint

  Date:03/10/2023

  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.

  Truthfinder promised to provide background Information. I ordered services on March 5, 2023 for $4.31. It was to be a two month subscription. All the company provided lists of *** offenders presumably in the individual's region. The individual retired from public service and defaulted on a judgment. This is basic information not noted. I want a refund as well as no other charges on my credit card.

  

  Business Response

  Date: 03/14/2023

  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.
  
  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 6:00am - 4:00pm Pacific time (9:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:03/07/2023

  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.

  I am writing to request that my personal information be removed from Truthfinder's database and to express my concern about the collection and distribution of personal data without consent. I request to Truthfinder again to express my disappointment that my personal information is still appearing on Truthfinder's website, despite my multiple requests for its removal by step on Truthfinder website and sent email. I am a victim of theft of my information.I am concerned that the distribution of personal data without consent poses a risk to privacy and security. This information could be used for malicious purposes, such as identity theft, stalking, or harassment. I believe that individuals should have the right to control their personal information and decide how it is used and shared.I have reviewed Truthfinder 's privacy policy and understand that Truthfinder has an opt-out process for individuals who do not wish to have their personal information included in your database. Therefore, I am requesting that remove all of my personal information from Truthfinder's database immediately.As a responsible company, I urge Truthfinder to take immediate action and remove my information from their website. This is not only the right thing to do, but it is also in line with your legal obligations under data protection laws.If Truthfinder not comply with my request, I will take further action, including filing a complaint with the appropriate regulatory agency. I will have no choice but to take further action to protect my rights.I appreciate your attention to this matter and look forward to your prompt response.

  

  Business Response

  Date: 03/07/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *********************, ID ********.
  
  We have received your request to have your public data removed from the TruthFinder website. The ****************** allows consumers to limit the ability for other users to view their report while preventing others from abusing this function of the website.
  
  To exercise this right, access our suppression tool ***************************************************** and click on Manage Suppression Rules. You will be asked to submit your email address to begin the process. 
  
  Please allow up to 48 hours for these changes to reflect on our website. Please keep in mind that we do not remove *** offender location data and that these names could still appear as a possible relative or associate in another individuals background report.
   
  Please Note: The Suppression Tool only applies to the publicly available information that is contained in our reports and displayed to consumers on our website. If you want to exercise your CCPA or other state law privacy rights with respect to the user data ********************** collects from you, you can do so *************************************************.
  
  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 6:00am - 4:00pm Pacific time (9:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

  Customer Answer

  Date: 03/07/2023

  I already have made numerous attempts before file complain exactly as you instructed, but to no avail. This persistent failure has compelled me to lodge a complaint with BBB, and therefore, I demand that my personal information be removed from your system immediately.

  

  Business Response

  Date: 03/13/2023

  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 able to locate a report and validate ************************* request based on the information provided. We have suppressed the public information pursuant to the request and our Terms.  
  
  Please allow up to 48 hours for these changes to reflect on our website. Please keep in mind that we do not remove *** offender location data and that these names could still appear as a possible relative or associate in another individuals background report.
  
  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: 03/23/2023

  
  Better Business Bureau:
  
  ?? ID ********? ???? ???? ??? ??? ??? ?? ? ?? ??? ????? ??? ??????. ?? ???? ? ??? ?? ??? ??? ???, ????? ? ??? ??? ??? ??? ????.
  
  ??,
  
  ???
  
   
  

• Initial Complaint

  Date:03/07/2023

  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.

  Norton Life Lock sent me my February's monitoring results. Via Truthfinder.com, an entity I have not signed up for, has my email and email password (which I've just changed). The data is on the Dark Web.

  

  Business Response

  Date: 03/07/2023

  Dear ***********************************,
  
  This response is in regards to the consumer complaint from *************************************, ID ********.
  
  The details of the security incident and our response with security protocols can be read at ***********************************************************. We take the privacy of our customers very seriously and are taking all appropriate measures in response to the incident. We will continue posting updates as we have more to report.
  
  Additionally, we understand ********************** concerns and he would like to delete any ********* ********************** maintains for him. This right to delete is specific to the ********* that ********************** collects and maintains about its users, such as information users provide to us when they interact with the website or create an account, information regarding user interactions with our website and customer care channels, and traffic data, which includes IP addresses, browser types and the pages users visit while using our site. For more information about this data and how it is used and stored, visit our Privacy Policy.
  
  To exercise this right, ****************** can visit our ************** at *************************************************. In the middle of the page he will see a section titled Right to Delete with instructions. ****************** should enter the email provided to TruthFinder when creating his account and click Delete My ********* to begin the process. Follow this process to ensure ********************** ********* is removed and deleted from *********************** database.
  
  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 6:00am - 4:00pm Pacific time (9:00am - 7:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 03/07/2023

  
  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:03/04/2023

  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.

  03/04/2023 It took one hour to enter information which mislead me about what would be found in my search and would not allow the report's access until I paid $28.00.When I wanted an immediate refund, the contact information was incorrect. ******************************* was an invalid email address.************ said it received a A+ rating from the Better Business Bureau and I proceeded with payment, but received no information that was promised.I would like a total refund from this company and it is important that this complaint is seen by others researching this company on the BBB website.I have a terminal cancer and was trying to locate an old friend.Thank you for your consideration,************************* ******************

  

  Business Response

  Date: 03/06/2023

  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. Were sorry to hear that **************** had trouble contacting us to cancel her membership.
  
  We have reversed *************************** pending account charges 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