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:05/20/2025

  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 was fingerprinted for state licensure on 5/3/25. While there, I noticed that the state of the office was very messy and cluttered, but I decided to give her a chance since she had good reviews online. The owner's name is *********. One of my fingerprint cards had to be redone because she fingerprinted my right hand TWICE on the same fingerprint card and tried to blame me for misunderstanding when I politely pointed the error out. She also skipped one of my fingers during the process.I paid $65 for 2 fingerprint cards to be completed. She informed me that if either of the prints were denied to give her a call and I could get one card redone. I have reached out to her via phone >10 times, however my number appears to have been blocked for an unknown reason. I thought that she may have gone out of business or temporarily closed her business as she shared with me that she was having issues with her current landlord and was looking for another location. I rode by during business hours to see if I could catch her there, but no one came to the door. My husband called her business number from his phone, and it actually rings. However, no one has answered over the past several days. Hold music and an automated system replays for several minutes, and then we are advised to leave a message. I am unsure of what is going on, and I am not sure if this business is operating as a scam, or if she is having issues right now. This is very unprofessional and concerning. The quality of the fingerprints was horrible. Unfortunately, I am unable to reach her to resolve the issue. I was fingerprinted in order to obtain 2 professional licenses and have had to spend additional money and time by going to a different company. The differences in the quality of the fingerprints are very apparent. I also had to ask her to shred the fingerprint card that she messed up on, and her response was, "Do you want me to skred it? I have a skredder." She proceeded to mark through my SSN with a pen.

  Business Response

  Date: 05/28/2025

  Date: May 27,2025
  To: Better Business Bureau
  Re: Response to Complaint from ************************************** BBB Representative,
  
  
  Thank you for the opportunity to respond to the complaint submitted by *** ***** ******. At Brightview Fingerprinting, Drug and Alcohol Testing Center, we take all client concerns seriously and are committed to transparency, professionalism, and fair treatment. We appreciate the chance to clarify the events surrounding *** ******* appointment on Saturday, May 3, 2025.
  
  
  *** ******* appointment was scheduled under the name ***** ******* male caller who booked fingerprinting services for 11 Am. No indication was given that the actual client would be *** ***** ******. This appears to have been a deliberate attempt to bypass our no-call/no-show policy, as *** ****** had previously missed multiple appointments without notice.
  
  
  As outlined in our posted policy, clients who arrive late or fail to appear for their scheduled appointment without prior notice are subject to a $25 rebooking fee. Intentionally providing an alternate name to circumvent this policy compromises the integrity of our scheduling system and is unfair to other clients awaiting service.
  
  
  *** ****** arrived approximately 15 minutes late and appeared visibly distressed. She also brought a sick and visibly uncomfortable child into the office, who was crying and creating loud disturbances throughout the session. Our office clearly posts signage that children under 12 must be supervised and may not be left unattended during appointments. This created an unnecessarily disruptive and challenging environment for both staff and other clients.
  
  
  Our technician conducted the fingerprinting session professionally and with patience despite several interruptions. During the session, *** ****** warned and admitted she has historically had difficulty with fingerprinting at other fingerprinting facilities. An issue commonly associated with frequent handwashing in the healthcare field, which causes worn or dry skin.
  
  
  The process was further complicated by several distractions, including the child pulling on the technician and excessive noise. Additionally, our surveillance system confirms that *** ****** repeatedly wiped her fingertips with a damp paper towel that had already been used to dry her hands. She later asked to wash her hands after the first card was completed. These actions likely affected the clarity of the prints and contributed to one card needing to be redone.
  
  
  Despite these complications, the technician promptly identified and addressed a duplication issue on one of the cardscaused in part by inattentiveness to instructions. In line with our service guarantee, the technician corrected the issue and reprinted the card at no additional cost. *** ****** also requested that the original card be destroyed. She was present as we properly marked through sensitive information and shredded the card on-site, following all privacy protocols.
  
  
  Our office was temporarily closed for several days following *** ******* appointment due to an emergency. During this time, our voicemail and email systems remained active for client messages.
  
  
  We received over ten calls from *** ****** within a single day, many from different phone numbers. She reached out on Friday May 16 , 2025 and called again on Monday May ******* then she made complaint on May ******* . She showed behavior that was more closely resembled harassment than a typical follow-up. Like she mentioned in her complaint she showed up at office location which cameras show she randomly sent serval people to location asking for different services which was unusual because most of our professionals always call before arriving since most know you have to make an appointment after carefully checking phone log her number was the only number that was calling. When contact was eventually made on May 21, 2025, our staff politely requested the required rejection documentation from her licensing board to proceed with a reprint, in accordance with our policy.
  
  
  *** ****** stated she had no rejection letter and had already gone to another location for services. 
  As clearly posted and consistently applied:
  
  
  If your fingerprint cards are returned as unreadable due to technician error, we will reprint at no cost. If the rejection is due to skin conditions or user-related factors, a reprint fee will apply.
  
  
  Because she provided no documentation and had obtained services elsewhere, we were unable to fulfill her request. She abruptly ended the call and has not followed up since.
  We document all incidents involving disruption or noncompliance and report them to the appropriate entities if necessary. *** ******* conductbooking under a false name, bringing an ill and disruptive child, ignoring instructions, and repeatedly contacting us from multiple numberscreated a difficult session and disrupted operations.
  
  
  We maintain a clean and professional environment and stand by our staffs integrity. Any claims otherwise are both inaccurate and unsupported.
  We are disappointed that *** ******, who expressed satisfaction at the end of her appointment, later chose to file a complaint. However, we stand firmly behind our policies, staff, and procedures.
  *** ****** received the service she paid for. She declined to provide the required documentation for a reprint and confirmed that she no longer needed our services. 
  
  
  In accordance with our established company policies and procedures, all sales are considered final and are non-refundable. Our policy also states The *** strongly recommends that at least two fingerprint cards are submitted for processing. Due to the range of conditions of an individual's fingers, ink fingerprints are NOT guaranteed to be readable by finger printing card scanners used by the *** or other fingerprint processing sites.
  Rejections are often due to skin conditions relating to excessive hand washing (typical with medical professionals), dry skin, aging, calloused fingertips, injuries or amputations. No fingerprint roll is perfect.
  If for any reason your fingerprint cards are returned by the authorities and deemed unreadable due to our error, we will reprint you at no charge. If the fingerprint cards are rejected due to the above skin conditions, however, there will be a reprint fee. Please let us know if you have any of these conditions before your appointment.
  We respectfully consider this matter closed.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23351912
  
  I am rejecting this response because: You have made many false accusations and statements.

  *********, I have not missed multiple appointments. This was the VERY first time that I had ever visited your facility and the second time that we reached out. I do not typically frequent unkempt and questionable locations such as the area that you are located in, and the fingerprinting companies that I use are much more professional, have an actual website, cost more and are in much less questionable locations. Yes, I did miss one appointment. ONE. This was due to an emergency which I informed you of. The appointment was not book under "***** ******". When my husband called you, he told you that it was for me, "***** ******". You continued to book the appointment. On the day of the appointment, we called you to let you know that we would be 10 minutes late to which you agreed. From what I can see, business is not booming and there certainly no line wrapped around the building.

  Yes, my child came with me, but she was not loud and crying throughout the entire appointment. I see what you did there, though. You are looking for a scapegoat due to your lack of competence and for grossly messing up on the first fingerprint card. I guess it my young child's fault that your ink pad was very dry as well....almost to the point of caking. If you knew that it was me, who missed ONE appt, when I showed up then you should have brought it to my attention and charged me the $25 fee. But you didn't. I believe that you purposefully did a very poor job on the fingerprint cards knowing that they would be rejected and knowing that you would block me and take my money and run. Furthermore, you are being very dishonest about making us aware of any no-show/cancellation policy because YOU DO NOT EVEN HAVE A WEBSITE WITH THIS INFORMATION ON IT. Your IG page, if it is even yours, has been inactive for years. I even tried to reach you on there. The only way that I knew that I was blocked is AFTER my fingerprints were rejected, and I had to reach out to you to try to get this corrected but could not reach you. Then, after several attempts and my husband reaching out, I discovered that you blocked me. If you had an issue with me or with him, then you should have brought it to my attention when I presented at your office. Again, you didn't. You never presented us with a cancellation or no-show policy verbally or in writing. Again, you don't even have a website. Furthermore, you had the option to turn me away at the door. You didn't. 

  When I arrived, I was somewhat perturbed (look it up if you don't know the definition) and taken aback by the outer appearance of your business, the plethora of bugs, spiders and spider webs. Then, when I walked into you VERY cluttered and VERY disheveled office, I was even more taken aback. So, this explains why I came in under duress. I still decided to give you a chance. You shared with me that you are having issues with your landlord, so I assumed that this is why your office was in its current state. Also, you seemed to be somewhat impaired which may be why you messed up on the first fingerprint card and didn't realize it until I brought it to your attention. You made several mistakes while fingerprinting me.

  When you called me a week ago, yes, I hung up on you because despite me telling you repeatedly that I was not returning to your facility and that I had already been fingerprinted you did not seem to want to let it go or let me off of the phone. Your response to me was, "After 1 missed call you go to the BBB?" And I informed you that it was after ***** missed calls on MULTIPLE occasions and days that I went to the BBB. It is in my opinion, that you are scamming people, doing a poor job on the fingerprints, blocking them, taking their money and then not answering the door when they come back. I recorded our conversation and will gladly provide it to the BBB since you want to be dishonest. 

  *********, you can keep the $65, and I do hope that you can use it to purchase you a new "skredder" as you stated. As a professional, you shouldn't have even needed to ask me if I wanted you to shred documents that have my fingerprints, name, DOB, SSN, everything on it. You should know this. Yes, I have reported you to the BBB because you are dishonest, and your response and lackluster attempt of blaming YOUR incompetency on someone's cooperative child and all of the other reasons that you listed shows how unprofessional, untrustworthy and undeserving you are to service people and be entrusted with their private information. Not only did I have to spend MORE time and MORE money to go somewhere else, which is fine because they are true professionals and my fingerprints were not rejected, but I am having to waste even more time trying to defend myself against an unworthy and dishonest person. 

  I have submitted additional information as proof to the BBB. Keep the $65, *********. In the future, I do hope that you take a long hard look at your lack of integrity, lack of professionalism and inexperience and make the necessary changes to keep your business afloat and to be successful. 

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