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:01/30/2025

  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.

  My place of employment put in for a background check in order for me to begin work at chemical plant. 17 days later and counting later, my background check has not been complete. I spoke with the justice court in the county that is the last county we are waiting on, and they say the background check was turned in over 2 weeks ago. This amount of time being held from work has caused significant financial strain on myself family. Infomark advertises quick turnaround times on background checks and this is not my nor many others experience. Someone somewhere is not doing their jobs.

  

  Business Response

  Date: 01/31/2025

  Hi, ****** - Were disappointed to hear of this inconvenience. We strive to provide top-notch customer service to both our clients and our applicants. As you mentioned, some criminal record searches rely on court clerks, and we are unable to complete a screening report until the clerks return results to us. We understand how frustrating that can be. All that said, your results came in yesterday around 3:30 and all pending services have been completed. Please let us know if there is anything else we can do for you.
  

• Initial Complaint

  Date:01/28/2025

  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.

  I applied for, interviewed for and was offered a job through ************************. ******** uses Infomart to conduct background checks. My information was submitted on November 22, 2024. Still have not received results, as of January 27, 2025. Randstad states that they have approximately 45 people that are waiting for these reports. Infomart continues to say that they are waiting on ***************** to respond. I am now suffering serious financial problems, and my credit report has plummeted.

  

  Business Response

  Date: 01/28/2025

  Mr. ******,

  I appreciate the frustration that you are feeling. The issue that exists in ***************** also exists in multiple locations in **********. Essentially, the court systems have remove identifiers from the public access terminals that we use to conduct our criminal history searches. In order to determine whether cases that return on the now name match only search, we are required to submit the specific cases to the court clerks for them to pull and check identifiers for us. In and of itself, this process doesn't seem incredibly problematic. Where the problem comes in is that the courts limit the number of cases that any company is allowed to submit each day to 5. As you can imagine, when you are in an area as populated as *****************, and you run searches on individuals with very common names, there can be hundreds of cases that have to be reviewed before we are able to complete a search.

  This is something that the courts in ********** are implementing as part of their compliance with California Rules of Court, Rule *****, which specifically states that "The following information must be excluded from a court's electronic calendar, index, and register of actions:" and lists DOB as the 12th required piece of information to remove. InfoMart, as a member of the *********************************************, has worked tirelessly over the last 3+ years to repeal this requirement or provide a workaround for known entities to conduct more than the 5 case search limit each day; however, California has resisted. We had successfully lobbied for a bill that would repeal this; however, the Governor vetoed the bill right before it was to take effect.

  I do promise you that we are doing everything we can to complete this search for you. As you stated, you are not alone in this situation. We have more than the 45 individuals you referenced in our queue, and we are just one of a multitude of screening companies dealing with this issue. I have asked the person responsible for your particular request to see if there is absolutely anything that can be done, but I am not hopeful, unfortunately, as this is completely out of our hands and entirely in the hands of the court system.

  I am sorry I don't have better information to share, I truly wish I did. Hopefully this information at least provides you with a greater understanding of the issue. When we have spoken with state and local officials about this, we have stressed to them the impact that this is having an outsized impact on people trying to get jobs, but we remain in this state of limbo still. I would certainly encourage you to reach out to your state representative and impress upon them the impact that inaction is having on their constituent.

  If you have further questions, please don't hesitate to reach out to our Applicant Advocate team (******************************) and let them know that I have sent you this message.

  Sincerely,

  *** ******
  

• Initial Complaint

  Date:03/28/2024

  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 writing to express my dissatisfaction with the service I received from InfoMart, particularly with a background check that has been stuck since January 24, 2024. This issue has yet to meet my expectations and your usual standards.I've had to use my time, money, and resources to try and fix this problem. I have contacted multiple representatives from local and state levels (******) and your organization.Because of these ongoing issues, I plan to file a complaint with the Better Business Bureau (BBB). Despite my efforts to sort this out with your team, we have yet to progress.I had hoped for a better outcome, but now I see no other option. I'm still open to discussing a resolution before proceeding with my complaint. Please get in touch with me at ************ or ******************************** for addressing this matter. I look forward to your reply as soon as possible.

  

  Business Response

  Date: 04/19/2024

  Good morning,

  Please note that ************************, InfoMart, and InfoMart's client have resolved this issue after this request was made to the BBB. I do want to say that I fully understand **************************** frustration with the delayed background check. Unfortunately, the court system in ****** was the victim of a cyber attack and all of their court access terminals had to be taken offline. While the majority of the state has been restored, the larger counties, several of which were on **************************** background check request, remain unaccessible.
  
  We certainly appreciate the efforts that ************************ took to address this himself; however, we are unable to accept the information from the consumer to include on the background check.

  Again, we are grateful for **************************** efforts, we wish that the situation was one that could have come to a more complete resolution towards the desired outcome, we were simply handcuffed by the court systems themselves.

  *******************
  

• Initial Complaint

  Date:02/09/2024

  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.

  On 2/5/2024 I order a background check at 6/17 pm EST.The business states that background checks will be processed and sent within 2 to 3 business days. It has been 4 business days and I have not received the report nor has the company contacted **** called and reached a recorded line.I sent an email and was directed to the companies website.

  

  Business Response

  Date: 02/27/2024

  Good morning,

  I apologize for the delayed response to this inquiry, I was on vacation when it was received. Looking at this request, it included a Criminal History Background Search in the ***********************. This state's system underwent a migration of data from an old version to a new one, starting on 1/31/2024. This wasn't completed and access restored to the public until 2/9/2024. Once it was opened back up, the requests that had been submitted were completed in the order they were received. This, unfortunately, caused a slight delay in the completion of this request. Please note, any information regarding the turnaround time of our services is provided based on a average of time, not a specific time-range that all requests will be completed within. In addition, we have no control over the types of delays that *** occur when a state agency brings their data down, for whatever reason. We simply exercise patience and act as quickly as we can when it opens back up. Hopefully this has been educational and informational.
  

• Initial Complaint

  Date:10/04/2023

  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.

  This service is blatantly bad. Infomart requires that information be manually filled out in their form where an applicant has already submitted identical information to multiple organizations during the hiring process. Most of these applications are modern enough to scrape resumes and/or LinkedIn, etc, but Infomart just doesn't bother. In addition, their service demands 7 years of employment history, however only four previous employers may be listed. Given this company works for a recruiting agency, it would seem they might allow for applicants that work first for a recruiter and then for the actual employer.

  

  Business Response

  Date: 10/20/2023

  **********************,
  Thank you so much for your feedback. Please know that InfoMart works with our clients (such as the recruiting agency through which you applied or other employers) to create a submission workflow that is optimal for their unique needs. Many of the features or limits you reference are available or customizable on our platform, but they vary depending on the employer's hiring environment. One of the main reasons that we would not simply scrape data from LinkedIn (or elsewhere on the internet) is out of respect for the privacy of the consumer data with which we have been entrusted. As these searches are consent-based, your participation in this process is paramount. I hope that this has helped clarify our processes and the decisions that were made that *** have been frustrating for you. If we can be of any further assistance, please don't hesitate to reach out to us directly.