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Business Profile

Fingerprinting

IDEMIA Identity & Security USA, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for IDEMIA Identity & Security USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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IDEMIA Identity & Security USA, LLC has 31 locations, listed below.

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    Customer Complaints Summary

    • 96 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2025

      Type:Billing Issues
      Status:
      Resolved
      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 at a local office for my ***-Precheck ID. Now they are saying the payment didn't go through. My bank shows the payment DID go through. It shows a transaction number and that it WAS deducted from my bank account. ********************** is saying it didn't go through on their end so I have to stop payment and pay again. I can't stop payment on a transaction that has already gone through my bank! I am waiting to hear from my bank to see if there is anything they can do but this is ridiculous! I am stuck and IDEMIA wants me to pay twice! They had no solutions for me on the phone other than pay again. IDEMIA needs to figure out what the problem is on THEIR END so I can get my KTN.

      Business Response

      Date: 06/26/2025

      Hello, 

      We apologize for the confusion and delay in processing your application, as well as the experience you had. We can confirm your payment has been successfully received. IDEMIA manually submitted your application to TSA for processing and your eligibility determination has been sent to the contact information you submitted during your enrollment. If you are unable to locate your determination, please contact us. Your status can also be checked online here: https://tsaenrollmentbyidemia.tsa.dhs.gov/workflows?workflow=service-status.

      Please don't hesitate to reach out if you have any additional questions. Our call center can be contacted directly at 855-347-8371.

      Thank you for the opportunity to address this concern,

      IDEMIA Customer Service

      Customer Answer

      Date: 06/28/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23507231. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Please advise your customer services agents not to just tell customers to "pay again" when this happens.  They should connect customers to a supervisor that can handle the situation.



      Regards,



      Gordon Neal

    • Initial Complaint

      Date:06/18/2025

      Type:Product Issues
      Status:
      Answered
      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 had to use IndentoGo for finger prints so that I could begin school. I completed my fingerprint cards and mailed them to the address that was provided to me in March 2025. I sent in the associate barcode to my fingerprints separate to: IdentoGO PA Card Scan Operations ************************* **********************Which I could understand how that would cause a delay in processing. However they have had everything they need to process my fingerprints since April 2025. I have called numerous times. And I'll they have done was make a "ticket" for the situation, escalate the ticket, and notate on the current ticket. Even speaking with a customer service supervisor ********, she claimed she couldn't do anything but notate on the ticket. They would not give me a direct number to the "card processing" department. This has been going on for over 3 months and is hindering me with proceeding in school. And I feel like they do not care.

      Business Response

      Date: 06/26/2025

      Hello, 

      We apologize for the delay and appreciate your patience. We would like to confirm that your fingerprint cards have been received and are currently being processed. We will continue to monitor your application to ensure it moves as smoothly as possible. 

      Please feel free to contact our customer service directly at ************ for any additional questions or concerns. 

      IDEMIA Customer Service

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Answered
      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 completed a fingerprint background check through IdentoGO on February 28th. The site was at IdentoGO *********************************************************************************************************** I since have moved away from where they may have sent the results. I have been trying for weeks to get a duplicate. Every phone number is automated, emails go unanswered, and customer service loops redirect me endlessly. I am requesting a replacement copy of my cleared background check or written confirmation that it was processed successfully. I should not be forced to pay again due to system failure and inaccessible support.

      Business Response

      Date: 05/23/2025

      Hello, 

      IDEMIA is not responsible for delivery of background check results or letters for Missouri applicants. IDEMIA is responsible for the fingerprint collection and transmission, along with fee collection. Fingerprints were transmitted to Missouri State Highway Patrols (MSHP) MACHS system. Follow up for results should be directed to the ************************************************************************************************************************************************************************ Box 9500
      ************************
      Telephone: **************
      ************************************

      IDEMIA Customer Service

    • Initial Complaint

      Date:05/16/2025

      Type:Product Issues
      Status:
      Answered
      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 May 6, 2025 I participated in a *** precheck event this company held at a AAA location in *********, **. This included fingerprinting, photos, passport scanning, etc. At the appointment I was told there was a 3-5 day turnaround for getting your KTN. 10 days later with no communication whatsoever, I called their phone number (May 16, 2025). I was told my application was in an abnormal status. After several holds I was told theyd need to refund me. I was highly concerned about the fact that they took my ******al identifying information including fingerprints, a photo and my passport and seemingly lost them. The first ****** I spoke with indicated they still had all of my information and prints. I asked to speak to a supervisor to understand why they couldnt complete my precheck application if they have all of my information. At that point the supervisor indicated they no longer had my info (which directly contradicted what I had just been told). I would like a refund of the amount paid and verification of whether or not my ******al identifying information is being held by this company. I wish I had done more research before as it has been a horrible experience and judging by the number of complaints I am unfortunately not alone. Users of this service should exercise more skepticism before giving a company such as this access to such information.

      Customer Answer

      Date: 05/26/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 06/02/2025

      Hello,

      Due to unforeseen circumstances, your enrollment incurred a processing error. IDEMIA submitted a refund to your original form of payment on 5/16/25. On 5/27, IDEMIA attempted to make contact with you via phone to inform you of the refund and assist with scheduling a new appointment. This has also been communicated via email using the address you have on file. 
      At your earliest convenience, please contact our IDEMIA call center directly at ************, and we will assist with rescheduling and ensuring your application is processed successfully. 

      IDEMIA ****************

    • Initial Complaint

      Date:04/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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 Monday, April 7, 2025, I went to get my TSA precheck done at the ************************************** office. The person who works there charged me three times for my *** precheck. I called, and they said the payments were on hold, but I checked today and they charged me three times instead of once. I want my refund. Today, I called again, and she said maybe it went to the financing department. I asked to be transferred to the financing department, but she said they dont take calls. No one has contacted me since then. They charged me $230.35, when they supposed to charged me only $76.75, I want my refund, they owned me $153.50

      Business Response

      Date: 04/10/2025

      Hello, 

      We apologize for the multiple charges you experienced. Please rest assured that the necessary refunds along with your TSA PreCheck clearance were processed and approved on 4/8. Your funds will appear in your account once your bank completes its release. Please be advised times may vary depending on your financial institution. 

      Please contact our IDEMIA call center directly at ************ for additional assistance.

      IDEMIA Customer Service

      Customer Answer

      Date: 04/10/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      Yanina Antommattei

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 TSA Precheck through Idemia 6 months ago and have not heard back on my status. I've called Idemia three times in the last 6 months to correct this issue, once right before the 60 day **** where they promise I will receive an answer on my status and again two more times, both well after the 60 day ****. I also called *** twice. Both parties have pointed the finger between each other rather than taking responsibility for the lack of actual service provided. At this point it feels like a scam and I will likely be doing a chargeback if I do not hear back in the next week.

      Customer Answer

      Date: 04/11/2025

      I have not heard from Idemia in response to my complaint. I have however heard from *** who have given me no real path to resolve this delay nor have they explained who caused it so I can work to resolve it myself - instead, they are just blaming another unnamed state government agency saying that agency "is not providing them with information" so the trail of contact stops at them. I still do not have *** pre check.

      Business Response

      Date: 04/14/2025

      Hello, 

      This has been escalated to TSA for review and remains under active investigation. As soon as more information is available, we will be in contact. 

      IDEMIA Customer Service

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Paid money for *** update. They have not performed job but took my money. I want my money back. Cant contact them. Contact **** says they can track you if you say yes but if you say no it wont let you submit querie.

      Business Response

      Date: 03/28/2025

      Hello, 

      It seems TSA had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible for your renewal on 3/21/2025.

      If you are still experiencing issues, please contact our call center, ************, for additional assistance. 

      Thanks, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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 scheduled my fingerprinting to be completed on Thursday 3/13/25 and their system automatically changed it to 3/14/25 without notifying me. I came to the place to get it completed as scheduled on 3/13 and they said they were available to do it but confirmed identogo changed it to 3/14 and I had to call them to fix it. Upon calling their customer service number to fix it and being put on hold for almost 25 mins, they informed me that the computer sometimes automatically changes appointments and that there is nothing they can do to fix it. They are completely incompetent with regards to how their system works or how to schedule anything properly and just make excuses for everything, but said they could have a supervisor call me back in 2 days to try and reschedule it yet again. I expect a refund of my money due to their incompetence but know since they obviously don't respond to customer complaints that they are just into this for money and don't care about others. I will be contacting ************* about this as well and start pressing them to change companies since this one needs to be investigated.

      Business Response

      Date: 03/19/2025

      Hello,

      We sincerely apologize for the inaccurate information provided by our customer service department. 

      We can confirm that same day appointments are not able to be scheduled, and that the IDEMIA system is not capable of automatically changing an appointment.  The appointment was scheduled on 3/13/25 by the applicant via our website for 3/14/2025 at 12:30PM.   

      A full refund has been issued as we truly value our customers and their experience with us.

      Best Regards, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Transaction was in August of 2024. Requested *** PreCheck renewal, which should have taken 3-5 business days. It's been over 6 months. I called Idemia, and they said to call *** because there was nothing they could do. I called TSA, who said that Idemia needs to be the one to renew my PreCheck. I am hopeful that *** will be able to drive Idemia to take action and provide the service I paid for over 6 months ago, but based on the game of hot potato.... I'm honestly skeptical that Idemia will do anything even with pressure from ***.

      Business Response

      Date: 02/24/2025

      Hello *****, 

      It seems TSA had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible on 2/21/2025 and your known traveler number should now be renewed. 


      If you are still experiencing issues, please contact our call center, ************, for additional assistance.

      Thank you, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:02/12/2025

      Type:Product Issues
      Status:
      Answered
      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.
      refund or fulfill their paid obligations, please see upload attachment.

      Business Response

      Date: 02/24/2025

      Hello Saturdai, 

      It seems *** had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible on 2/21/2025 and should have received your known traveler number. 


      If you are still experiencing issues, please contact our call center, ************, for additional assistance. 


      Thanks, 

      IDEMIA Customer Service

    IDEMIA Identity & Security USA, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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