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:11/16/2023

  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 a student at my community college, I was required to undergo a drug test screening with American Databank. I purchased the drug test screening and selected QuestLab as the lab, as it was the closest available, although still a 30-minute drive away. I bought the order, printed the required sheet, and headed to QuestLab, but the lady there informed me that she didn't have it in her system. We both thought that maybe American Databank needed some time to send them the information.The next day, I returned to the QuestLab at 10 am, and it was busy with many people having appointments. They mentioned they would take walk-ins if there was time. After waiting for two hours, I realized people were still coming in for walk-ins, so I decided to make an appointment, as I had other commitments and couldn't wait for another hour. However, I discovered that QuestLab didn't offer online scheduling. I tried calling the office, but they weren't answering the phones. I planned to call again the next day, and when I did, the soonest available appointment was a week away. I booked that appointment but attempted a walk-in on the same day. Unfortunately, they couldn't accommodate me, and I found out that my drug test order had expired. It seemed that ordering the drug test and completing it within a short time frame was not possible at any point.I contacted American Databank to explain the situation, and they mentioned that it was unusual for schools to have a time limit of fewer than 48 hours. I wondered why schools were allowed such a short expiration period when it made it challenging to complete the test within that timeframe. I spent not considerable amount of time driving there and waiting. Also after each days of after going the drug screening I did call the company but nobody answered and I sent a email in which they only responded to me after the expirations where they wouldn't even give me refund or nor did they help me beside saying its weird that happened?

  

  Business Response

  Date: 11/21/2023

  Hello,

  
  Thank you for reaching out with your concerns.

  
  The site should have had access to your drug screening almost instantly after your purchase. In the event you have issues with a registration in the future, please contact us and we will work to resolve the matter with you.

  
  Also please be aware that your school sets the expiration period for drug screening. American DataBank offers expiration periods from as short as two days to as long as several years, the actual period is controlled by the school though.

  
   if you could please clarify which email(s) or call(s)were not responded to Id like to look into it for you. I do see several points of contact with you but if some were missed, please do let us know.

  
  As you have expressed dissatisfaction with the service though, we can offer a one time refund for the expired drug screening. If you would like to have that refund processed please confirm and we will return the charge on that order.

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  ******* 8th floor
  Denver ** 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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.

  On 09 June 2023, I paid $51 to American Database for a school program-required criminal background check. On their website, it states that checks are done between 1-3 days. On 15 June I sent an email asking for status. I didn't get any type of response on that email until 19 June and even then, all the email said was that they were investigating. No phone call or email with status was sent after that. I had to call yesterday (19 June) to get any type of status update. They told me they were waiting for a response from the county I live in. I asked if, since they haven't heard anything back from the county, should they follow up with them. They said they do follow up. When? it's now been over a week and still nothing. This check is an admissions requirement to start my pre-licensure program. When I asked if they had followed up, the girl I was speaking said yes, we've reached out, but couldn't give me a date of when they reached out. This morning, I am calling them and no one is answering their phone. I called my county's criminal clerk (it's a very small county), and they advised they hadn't received any type of request for background. Schools that use this service should look at using a different service. One that is customer friendly because this one clearly is not!You need to be more proactive in completing these background requests. It's not a one and done in some instances and your lack of follow up is holding up my completing my admissions requirements. GET IT DONE!!! Is my desired resolution.

  Customer Answer

  Date: 06/20/2023

  American Database has responded to me and have completed the background check request. 

   

   

  Respectfully,

   

  *********************, CPhT

• Initial Complaint

  Date:06/16/2023

  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 paid $139 to American Database to have a background check and fingerprinting done. My school advised me to get the background check done first then get the fingerprinting done closer to clinicals. That is exactly what I did, ADB is now trying to double charge me. I have been emailing with the billing team and it is just going in circles. They have locked my account so I can not get proof that my fingerprints were done 4/2023 and not with the original background check in 1/2022. The fingerprints portion even said does not meet requirements before 4/2023. They sent me receipts that did not have mention of fingerprints or any pictures of ding from the day they are alleging I got them done.

  

  Business Response

  Date: 06/19/2023

  Hello,
  
  Thank you for your time and attention to this matter.
  
  Please see the below timeline regarding the events in question:
  01/06/2022 You placed an order for fingerprinting with OH *** and OH ***.
  01/11/2022 You were fingerprinted for the OH *** and OH ***.
  01/19/2022 OH *** fingerprinting order was completed.
  01/20/2022 OH *** fingerprinting order was completed.
  01/20/2022 Our completed report was provided to you.
  01/31/2022 Fast Fingerprints invoiced us for your fingerprinting.
  04/12/2023 You were fingerprinted for the OH *** and OH *** again
  04/13/2023 You uploaded OH *** Fingerprint Confirmation and OH *** Fingerprint Confirmation to our compliance management system as required by **************************.
  04/14/2023 We reviewed the OH *** Fingerprint Confirmation and OH *** Fingerprint Confirmation and you became compliant in our compliance management system. 
  04/28/2023 Fast Fingerprints invoiced us for your second set of fingerprinting.

  At this time your account has been locked due to the fact that the second set of fingerprints were run, but no order has been placed for those fingerprints and no payment has been received.
  

  We did already provide you with receipts for the services from ****************. We are not sure why you are citing the receipts did not mention fingerprinting, but as you can see in the attached copies here, the receipts do reference fingerprinting for the OH *** fingerprints, and reference OH *** for the *** fingerprinting. You can of course contact **************** if you wish to independently verify that they show they printed you on 01/11/2022 and 04/12/2023 and the veracity of the receipts we provided you.

  Please let us know if you have any questions about any of the points outlined.
  

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  16th St 8th floor
  Denver CO 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20196869
  
  I am rejecting this response because:
  
  I have seen these before, they do not mention fingerprints. Please produce the alleged fingerprints from 1/2022. It has been mentioned that if I put a new order in I would not need to be rerolled so they should be saved, right? And if it did happen my complio should have been checked off for fingerprints. The only thing I need in my account is the proof that it was checked off in 4/23, its suspicious that you are cutting me off from getting the definitive proof I need. I was instructed to to the background check first then get the fingerprints later, see *****************************************************************************************;
  So billing error or tech error I only got fingerprinted once, as instructed.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/26/2023

  Hello,
  
  Thank you for reaching out. 
  
  At your request we have provided you with the receipt and results of the 2022 fingerprinting. We additionally provided contact information for the company who rolled the fingerprints and the **** Bureau of Criminal Apprehension who processed the prints. We are also working towards scheduling a call with yourself and the college the fingerprints were done for. 
  
  We locked the account as we have been billed for services that were not paid for. That said there are multiple other indepentant agencies who can attest to the work being done, even  though your account is locked.
  
  We look forward to speaking with you and the school at the earliest possible date to resolve this matter.

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  16th St 8th floor
  Denver ** 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am forced to use their website for my school, and this has been the worst experience every semester over and over again. You submit one form, the reject it for the most ridiculous reasons. You submit the same form again for the next 2-3 attempts and they accept it (without any new changes done to the form). Every administrator is stupider than the previous one. Today one of my forms was rejected for having no middle name. I looked over at all the forms I have previously submitted, and I never had nor I ever put N/A in the part where the middle name should be. They simply make their own rules as they go, and this has been very frustrating. Something needs to be changed about their staffing administration

  

  Business Response

  Date: 06/13/2023

  Hello,

  Thank you for your time.

  We reviewed your account and did find there was an error with the review for the Varicella item (not mentioned here, but we did locate it). For the most part the rejections were in line with your school's policy though.

  You are correct that the rejection for the middle name is not something that has come up historically. We are having that clarified with the staff and apologize for the confusion. 

  If you do have any issues in the future, please feel free to contact me at ********************************** and I'll be happy to ensure any issues that arise are resolved.

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  
  110  16th St 8th floor
  
  Denver ** 80202
  
  Direct Phone Line: ************
  
  General Phone: *****************-200-0853
  
  E-mail: **********************************
  
  Notice:  If you have received this email by mistake, please notify the sender immediately by reply email and delete this email from your system. This message (including any attachments) contains confidential information.  If you are not the intended recipient, you must keep this information confidential and you are prohibited from disclosing, copying or using this information in any way.
  

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service 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.

  American Data Bank/ Complio. They are not returning calls or email regarding my paperwork that was uploaded. They are interfering with my clinical hours. They are not communicating the issue, if there is one, so it can be resolved. Their website states that you can call but when you do they tell you to send an email. An email was sent and nothing..I really do not know where to turn since they do not answer calls.

  

  Business Response

  Date: 06/02/2023

  Hello,
  
  Thank you for contacting us.
  
  I show that you submitted a document for review on 05/31, and it was reviewed and approved in less than 48 hours. At this time I do not see anything related to American DataBank that would prevent you from attending your clinical hours, unless the site has requirements that the school has not informed us of.
  
  I do see you called ** the afternoon of 05/31 and we returned your call the next morning.
  
  I do not see any emails sent to American DataBank from your email address. Could you please let me know what email address the email to and the date so we may investigate that further?
  
  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  16th St 8th floor
  Denver ** 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************