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:08/26/2022

  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.

  Ok I used this company one time as a trial offer I canceled them on June 27th cancelation number is ******** thay have tried to bill both my PayPal debit card and my direct express card for ***** both months I don't know if thay got any money please help me

  

  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]. After a thorough investigation, we have determined that this membership was previously canceled and no further charges were incurred outside of the trial fee. 
  
  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:08/25/2022

  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 purchased a membership to truthfinder and then ordered a report. I then found out that I had to pay an additional fee to download it. I then paid that fee. I then could not access the report so I called customer service. **************** said my search engine did not support the download but that I could have the report emailed to me. Since roughly July 18, I have seen three emails , filled out an online contact form and Truthfinder has not responded to my many communications. I need the report.

  

  Business Response

  Date: 08/25/2022

  Dear ***************************************,
  
  This response is in regards to the consumer complaint from ***********************, ID ********.
  
  Customer satisfaction is our number one priority, and we appreciate **************** feedback as it allows us to improve our services. 
  
  We have reviewed **************** account and located the report he was inquiring about. Someone from our team of customer care representatives will reach out to him directly to provide him with this report.
  
  Additionally, we have located two different TruthFinder accounts for ************** in our database. I can confirm that both accounts have been cancelled. As a courtesy, we have refunded both accounts in full back to the payment method on file, 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:08/24/2022

  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.

  Truthfinder should have more precaution on what information they post online. They have a lot of information that is private and should not be there. I saw they had a lot of information about my personal life and false information as well. Please eliminate my report from your website.

  

  Business Response

  Date: 08/25/2022

  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 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 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:08/05/2022

  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 signed up for truthfinder.com on a monthly basis. I canceled before the end of the month and have a screenshot of that confirmation. However, they charged me for the following month anyways.

  

  Business Response

  Date: 08/08/2022

  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.
  
  When the subscription was cancelled online by **************** on July 29, 2022, the next billing was already pending and was then processed on July 30, 2022. This is why the payment was processed after the cancellation was made.
  
  We have cancelled all memberships and refunded in full *************************** 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) Monday - Friday (Holiday hours may vary).
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:07/30/2022

  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.

  This company has posted my personal information without my consent. I want it removed immediately. I do not wish to interact with an unknown website and all the company to delete ALL of my information from its database immediately.

  

  Business Response

  Date: 08/02/2022

  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 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 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: 08/02/2022

  
  
  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:07/29/2022

  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.

  The website offers a background report with no request for payment or renumeration until *after* you have clicked continue over ten times through fake loading/searching screens to try to build the desire for report.It is underhanded and dishonest. If they want to charge for reports they need to do so upfront before ten+ minutes are spent on website waiting.

  

  Business Response

  Date: 08/02/2022

  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 Use. 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 6:00am - 7:00pm Pacific time (9:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 08/02/2022

    absolutely no mention of pricing until after 20 minutes of faux loading windows.
  
  Please do not accept this response.

  

  Business Response

  Date: 08/05/2022

  Dear ***************************************,
  
  This response is in regards to the consumer complaint from ***************************, ID ********. 
  
  TruthFinder does offer a free people lookup tool located at https://www.truthfinder.com/people-search/. You can start your search for free, or browse through our people directory pages to learn basic information about almost anyone in *****************. The free people lookup tool can provide basic information such as age, location, and possible relatives. 
  
  On the other hand, our website does not claim that our memberships are free. A paid TruthFinder membership gives you the advantage when it comes to finding people. You can go beyond basic information and discover a surprising amount of data by entering just a few key details. 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.
  
  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 - 7:00pm Pacific time (10:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  TruthFinder Support
  
  

• Initial Complaint

  Date:07/26/2022

  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 FOUND MY INFORMATION ON **** WEBSITE AND REQUESTED THAT IT BE REMOVED 3 TIMES. I NEVER RECEIVED A CONFIRMATION EMAIL. I DO NOT WANT MY INFORMATION ON THIS WEBSITE.

  

  Business Response

  Date: 07/29/2022

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

• Initial Complaint

  Date:07/23/2022

  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 have lived at this address for almost 2 yrs. With my Special Needs daughter NO ONE ELSE LIVES here Truthfinders which REALLY needs to change their name has allowed some criminal bimbo and her partner to use MY ADDRESS!! I DO NOT KNOW that person never have. They have never lived here! I am NOT and never have been an associate of those people! Truthfinders says I am! The only reason I found all this out is strangely started getting their mail a couple months ago and keep returning to sender. Yesterday received 2 bills in their name so decided to look them up on ******* I am beyond ticked off! I am contacting a Detective Monday as this is a weekend. To top it off I guess Truthfinders doesnt check facts very well since the phone number this ********************* is using is an ATTORNEYS OFFICE I contacted at one time. Truthfinders CHECK YOUR FACTS!!! Dangerous to be able to allow creeps to do this!!

  

  Business Response

  Date: 07/29/2022

  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.
  
  While we cannot remove specific records from your report, you do have the option to remove your 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 your 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 7:00am - 7:00pm Pacific time (10:00am - 10:00pm Eastern time) daily, including weekends. (Holiday hours *** vary.)
  
  Sincerely,
  TruthFinder Support

• Initial Complaint

  Date:07/17/2022

  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 was led to believe during TruthFinder's onboarding process that the profile of the person who I was seeking background information on contained some governmental flag as a matter of concern. Another thing that convinced me to pay the money to get the report was their flaunting their A+ BBB rating right below the buy call to action. This company falsely led me into the purchase of data that was essentially devoid of any substantially useful information. They don't deserve the A+ rating.

  

  Business Response

  Date: 07/18/2022

  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.
  
  We would like to ensure ******************** account has been cancelled, and any monies charged are refunded; however, after a thorough investigation, we were unable to verify an account with the information provided. We request all applicable information listed below so that we are able to locate the account in question:
  
  1. The first and last name used on the account
  2. The email address registered
  
  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 - 7:00pm Pacific time (10:00am - 10:00pm Eastern time), Monday Friday.
  
  Sincerely,
  TruthFinder Support

  Customer Answer

  Date: 07/29/2022

  I am rejecting the business' response because I don't want a refund. I complained because I believe the business is engaged in false advertising. This is not a personal matter for me, but rather a concern for future customers. The business should remove the "GOVERNMENT WATCH LIST NOTICE" from their onboarding ** if no such data is present in the data gathered about the subject queried. It is misleading as the actual contents of the data do not include any such information.

  
  

  I have attached a screenshot of the ** at issue here:

  
  

  

  

  Business Response

  Date: 08/02/2022

  Dear ********************,
  
  This response is in regards to the consumer complaint from ***********************, ID ********.
  
  The information that TruthFinder provides is gathered from many public sources including local county courthouses, census bureaus, and other sources of public information. Our reports include access to state, federal, and nationwide criminal records, liens, bankruptcies, judgements, and lawsuits, if the information exists or is available to report. It is important to note that not all local, state or federal agencies provide digital access to their records, therefore, some records may be incomplete. The Terms of Use, which **************** agreed to when he purchased his report, specifically states in Section 25:
  
  EXCEPT AS OTHERWISE PROVIDED, THE WEB***** THE SERVICES AND MATERIALS AVAILABLE ON OR THROUGH THE ***** ALL *******************************, AND ALL MEMBERSHIP PLANS AVAILABLE FOR PURCHASE THROUGH THE WEBSITE ARE PROVIDED ON AN AS-IS AND AS AVAILABLE BASIS. TruthFinder DOES NOT MAKE ANY REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE USE OR THE RESULTS OF THE USE OF ANY INFORMATION, INCLUDING, WITHOUT LIMITATION, ANY AUDIO, VISUAL, OR VIDEO CONTENT POSTED, MADE AVAILABLE THROUGH, OR ACCESSIBLE ON THE WEBSITE. MOREOVER, THE COMPANY MAKES NO REPRESENTATIONS OR WARRANTIES ABOUT THE SUITABILITY, COMPLETENESS, TIMELINESS, RELIABILITY, LEGALITY, OR ACCURACY OF THE WEBSITE AND THE SERVICES AND MATERIALS AVAILABLE ON THE WEBSITE FOR ANY PURPOSE, AND EXCEPT AS PROVIDED ABOVE, EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
  
  Our Terms of Use can be reviewed here: https://www.truthfinder.com/terms-of-use/
  
  Since **************** has expressly stated that he does not want a refund, we believe that this information should successfully resolve his concerns. Please contact our customer service department at ************ with any further questions.
  

  Customer Answer

  Date: 08/06/2022

  I believe the terms of service do not absolve the business from it's responsibility to reliably represent what product - in this case information - it is selling. This is the definition of false advertising. It should be noted that the on-boarding user interface makes implications as to the value of the product, which aren't - in fact - accurate. If the user interface is not intelligent enough to sort out what is contained within the data, it should not be presented in its current fashion. There should be a visible caveat shown above that interface that explains this if the business isn't willing to change the interface more substantially.