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:10/06/2022

  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.

  False info, scam, reoccurring charges that were not agreed to.

  

  Business Response

  Date: 10/10/2022

  Dear ***************************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  We appreciate ************ bringing her dissatisfaction with our reports to our attention. 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.
  
  Additionally, we understand ************ was also unhappy due to the recurring billing on her membership. 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 further review of Ms. ***** account we can verify that her account was cancelled via online cancellation on October 6, 2022. Additionally, no recurring payments billed to her account as the authorization failed. Any pending charges will drop. 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 - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:10/03/2022

  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.

  Truthfinder.com was suppose to charge me for a on time search for $4.25. But I ended up with a monthly subscription for $29.90. This was put on an account I rarely check. So I got charged four times before I found out about it.

  

  Business Response

  Date: 10/07/2022

  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.
  
  I can confirm that the Unlimited Person Reports subscription was cancelled online by ******************** on October 2, 2022. As a courtesy, we have refunded Ms. ********* account in full 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 - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (holiday hours may vary).
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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.

  Charges on my credit card that i did not authorize since June 2022

  

  Business Response

  Date: 09/19/2022

  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 to be cancelled, and all charges to be returned to the payment option used (up to 12 months due to system limitations).
  
  After further investigation, we have verified that ************** first created a TF account on March 22, 2018. This membership was cancelled on March 28, 2018, per the customer's request. On May 28, 2022, this account was reactivated and both the unlimited phone and unlimited person report memberships were created. 
  
  We have refunded all unauthorized ******** to the payment option used to enroll in the total amount of $132.16, 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 09/20/2022

  
  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:09/18/2022

  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 looked up my brother on the website. The website holds false information about him listing our step mother as his actual mother and not even listing me as a relative, when I am his only sibling. This upset my mother heavily and we would appreciate if it were fixed.

  

  Business Response

  Date: 09/19/2022

  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.
  
  While we cannot fix or remove specific records from a report, consumers do have the option to remove their entire background report from our site. Visit https://www.truthfinder.com/opt-out/ for more information. 
  
  *Please keep in mind that we do not remove *** offender location data and that a person's name 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:09/17/2022

  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 signed up on the site on September 11th and paid $28.05 plus $3.99 through my bank card. I have tried several times to access my account on the site and it doesn't work. I have e-mailed them, called them and haven't gotten any response. All I want is for my money to be refunded to my account since the site doesn't work. Sincerely,*************************

  

  Business Response

  Date: 09/19/2022

  Dear ***************************************,
  
  This response is in regards to the consumer complaint from *************************, ID ********. 
  
  We are sorry to hear that **************** was having trouble accessing his reports from within his account. We understand the frustration in not being able to fully utilize a purchased service right away.
  
  We are able to see that **************** attempted to view multiple person reports, and was unable to do so. 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. 
  
  Even though his account is cancelled, **************** will continue to have access to his account, until the end of the original billing period. Below are some common troubleshooting techniques that *** assist with technical difficulties. 
  
  - Make sure you are logged into your account by checking your account settings.
  - If you are having trouble viewing a report on your phone, try looking it up on your browser or vice versa.
  - Although we are compatible with all browsers, you can try using a different browser within your device to see if it makes a difference.
  - Try logging out and logging back in or clearing your browser history.
  - Lastly, check your pop up settings from within your device as pop up blockers *** cause an issue when attempting to download reports.
  
  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 - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:09/13/2022

  Type:Billing 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 noticed a charge in the amount of $30.62 recurring from this company. I do not have an account with them the only way this could have happened was by using their free service. I have tried numerous times to call the company but only get the message that they are having technical difficulties. This is convenient for them so no one can question a charge. I want this stopped and at least a portion of the recurring charges credited back to my card.

  

  Business Response

  Date: 09/14/2022

  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 ****************** account, in the amount of $183.72, back to the payment option used to enroll. 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 - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 09/14/2022

  
  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:09/09/2022

  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.

  Truthfinder has false information on their background report of me. The report shows that I was charged with theft. This has NEVER happened to me. I am an accountant, and wondered why I didnt ****** more interest on my job applications. I finally got hired after my employer told me about the report, and I explained the information was false. This is derogatory information about me, and is horrible that a business can spread derogatory information about a person. Truthfinder will remove my name from their files, but what does that look like to a prospective employer, and how does that effect the last two years of my job search?

  

  Business Response

  Date: 09/12/2022

  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, including the collection of data for any purpose other than personal use. Our Terms of Use, prominently displayed on the website, prohibits use of the site, and the information we provide, to make decisions about consumer credit, employees, tenant screening, or any other purposes that would require FCRA compliance. TruthFinder does not provide consumer reports and is not a consumer reporting agency.
  
  Our 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. 
  
  After a thorough search of our database, I was unable to locate Ms. ******** records on our site based on the information provided. If Ms. ****** would like us to remove her report, we ask that she please provide a screenshot and the *** of the page she is able to view.
  
  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 - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:09/06/2022

  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.

  As has been mentioned this company has also posted my personal information without my consent. I too would like for them to delete all of my information from their database immediately & never have my personal information stored in their database, or posted, ever again.

  

  Business Response

  Date: 09/09/2022

  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 want to ensure ******* receives the best possible experience with our service; however, we were unable to locate any of their records on our site based on the information they provided.
  
  If they are seeing their information on our website, we will need them to provide us with the exact information as it appears on the website. Please send a screenshot and the *** of the page that you are able to view to [email protected].
  
  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 - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:09/05/2022

  Type:Billing 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.

  They have lot of false information on me saying I have criminal record and that I am on government watch list etc. Please remove ALL my information from truthfinder. Also please cancel my account with truthfinder and do not charge my card any more.

  

  Business Response

  Date: 09/06/2022

  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 ** in a final report.
  
  After a thorough investigation, we were unable to locate an account with the information provided. In order to meet Praveens 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
  
  Additionally, we have removed the report for Praveen. 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support
  

  Customer Answer

  Date: 09/09/2022

  
  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:08/27/2022

  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 do not have an account with truthfinder, and have only ever used their free search service. Since I searched on my phone, they had access to my bank account (although I am unsure how they did this). I have received many charges I did not authorize ($7.99, $4.99, $3.99, $1.00, $29.89, $7.99). I am unable to cancel online as I do not have an account. I have contacted customer service five times (phone calls, emails) and have either received no response or the correspondence ends quickly with them not responding. All I want is to cancel my account (that I did not make). I dont even need my money back, I just want other people to be protected from this.

  

  Business Response

  Date: 08/29/2022

  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].
  
  Ms. ***** emailed TruthFinder support on August 4, 2022, inquiring about unauthorized charges, but we were unable to locate an account with the information provided. We requested additional information from her in order to pinpoint where these charges were coming from, but she did not respond.
  
  After reviewing **************** complaint, I was able to locate a TruthFinder account with her personal information provided by the Better Business Bureau. On July 23, 2022, Ms. ***** initiated an Unlimited Person Report trial membership and was charged $1.00. Additionally, she purchased our PDF membership for $3.99, our Unlimited Phone Report membership for $4.99, and our Unlimited Email Report membership for $7.99. After the trial period, **************** **** card was charged again for the recurring monthly charges.
  
  As a courtesy, 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours may vary.)
  
  Sincerely,
  TruthFinder Support