Complaints

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

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

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• 

  IDEMIA Identity & Security USA, LLC

  296 Concord Road, Suite 300 Billerica, MA 01821-6618

• 

  IDEMIA Identity & Security USA, LLC

  1230 Parkway Ave Ewing, NJ 08628-3018

• 

  IDEMIA Identity & Security USA, LLC

  1285 Belmont St Ste 10 Brockton, MA 02301-4440

• 

  IDEMIA Identity & Security USA, LLC

  340 Seven Springs Way Brentwood, TN 37027-5696

• 

  Identogo

  2951 Swede Rd Norristown, PA 19401-1335

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:08/09/2024

  Type:Product 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.

  Complaint is re: Idemia - 3rd party vendor that processes TSA pre-check enrollment. I originally made an appt w/ them for Jan 6, which required me to provide all sorts of personal information. The night before the appt, they sent me confirmation text asking to confirm, which I did. When I went to the appointment, there was nobody there. This office is located within a Staples store and when I inquired with the Staples manager as to where the Idemia employee was, he told me that she had walked out on the job two days prior.Yet Idemia still confirmed my appt! It took me 6 mos to muster the energy to do it again, and I made an appt for 8/2. I also made an appt for my spouse so he could go with me. We went at our appt times and had to wait an hour. When it was finally our turn, the Idemia agent took our payment which was charged to our credit card, and took all of our personal information, including passports and fingerprints and told us that we would receive a receipt and confirmation via email with status . Today, a week later, I had not received an update so I called and was told by their customer service agent that our information wasnt in their system. They had no record that wed been there that day other than that they could see that we had appts and we had paid there that day. She couldnt explain why. All just said we would have to make another appointment and do it all over again. Furthermore, I notified this customer service agent that the agent we met with on 8/2 was extremely unprofessional/ asking personal questions that made me uncomfortable fqr beyond nature of what they would need to ask -. Including about our jobs and our children. She proceeded to tell me all about who she was dating online and show me photographs of men on her phone. I tried to be polite.. I told my husband I was extremely concerned giving info to this person. It outrages me that we are trusting Idemiq with the most aerious id / info which is completely mismanaged. Can

  Customer Answer

  Date: 08/20/2024

  [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,
  
  *********************************

• Initial Complaint

  Date:08/05/2024

  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 went by appointment to IDENTOGO to obtain mail in fingerprints as suggested online from the *** website. IDENTOGO *************************************************************** was difficult to locate as they do not have a clear sign it appears to have a few other businesses running in the same office such as Angels etc. appears to be a drug testing office.Unfortunately I tried the identogo services they scheduled several appointments for the exact time as mine with only one fingerprinter. He appeared in a rush. He took prints of all my fingers then one by one, then printed them upside own on a card (see the attached photo). The fingerprints were not in the appropriate boxes as labeled.I mentioned to him that it is messy the prints are not in the correct boxes and the form is upside down. He said I can't do anything about it. I asked him how they will be accepted like this? He said I don't know there's alot people waiting. He doesn't have time to fix it. He gestured his lack of care. The lady who took my license to the other office without me was later at the desk she didn't care that it was not properly done. She said it's non refundable. There are other customers waiting. Neither of them could say if these are acceptable fingerprints.I'm concerned about their unprofessional service as seen at my scheduled appointment. Im also concerned about my personal information. Regardless I mailed the fingerprints and IdentoGo receipt into the *** (since they authorized that office to do fingerprints). It must be acceptable?.Please advise. Thank you *******

  Business Response

  Date: 08/30/2024

  Khedeja, 

  We apologize for the way you were treated at the enrollment center and are addressing your situation with the site. We've been trying to reach you over the past several days to offer to print you again at no cost, but we've only been able to leave voicemails. We've gone ahead and refunded the fee for the original set of prints, but if you return our calls, we're going to have you printed again at no cost to get a better set of prints. Again, we're sorry for the way you were treated and want to make it right.

  Thank you,

  IDEMIA Customer Service

• Initial Complaint

  Date:07/29/2024

  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 had an appt with my local MVA branch on 07/22/2024 at 11:30 am, was called back 2 hours after my scheduled appt time at 1:30pm, Was asked a couple of questions fingerprints were collected and was told that my travel number would be emailed to me 3 to 5 business days, it's day 7 of waiting for my travelers number and 4 days prior to travel and I have not received my travelers number. When I called TSA I was referred back to Idemia, when I contacted them they said it can take up to 60 days for application to be completed. If I would've known it can take 60 days, I would have not spent the $78. I believe IDEMIA representatives need to tell clients prior to collecting information and fingerprints that it can take up to 60 days, they can avoid this many complaints.

  Business Response

  Date: 08/12/2024

  Good afternoon,

  The enrollment agent that completed the enrollment has been coached on the correct verbiage to offer to the customers. TSA has the right to take up to 60 days to vet a person for its programs. Again, we apologize for the inconvenience and additional training was conducted. Should you wish to speak with us, please contact us at ************.

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  Date:07/26/2024

  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 am a CDL (commercial driver's license) holder and Instructor. For years, I have used Idemia for Hazmat clearance, **** card, and *** Pre-Check. This past March, my **** Card expired. So, I renewed it with this company, without incident for $117.25. Then, this past June, my *** Pre-Check also expired, and was sent email after email from Idemia to renew it. So, on July 4, I renewed that at a cost of $70. However, I was later told directly by the **** on July 6, 2024, that I did not need to renew the ***-PreCheck because it was now included with my **** Card. They advised me to contact Idemia to get a refund, since it was not needed. I did just that, advised by Idemia that they would send the request to their accounting department to cancel and refund my renewal. I was told they would get back to me withing the next 10 days. I received no call, no refund, but instead on July 26, 2024, I received an email stating my order was processed! This company should have been honest, and advised me I did not need to renew the *** Pre-Check, as it was now included with the **** Card. They induced me to renew with their fear tactic emails designed to create a fear of missing out,, and did so with the knowledge that I just renewed the **** Card, and said service was now included, and a separate KTN number was not needed! Even the *** advised they should have known this, and my account should have flagged my other products, and not been sold a product I no longer needed. This is dishonest, not transparent, and unethical! This company lacks integrity for not cancelling this upon immediately notify them of their mistakes, and not promptly refunding my credit card. I will also file a complaint with the **** and file a fraud report with my credit card company to initiate a charge back, since this is basically fraud for selling me something they knew I did not need, if they do not take action to correct their wrong doing.

  Customer Answer

  Date: 08/05/2024

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

  Business Response

  Date: 08/12/2024

  ******************,

  *** just recently changed the rules associated with TWIC cards and providing the *** Precheck as part of that program. We have refunded the cost of your precheck enrollment that was completed online back on 07/04/2024. Should you wish to speak with us, please contact us at ************. 

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  Date:07/18/2024

  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 used IDemia for TSA PreCheck enrollment and input my *** number, the same day my *** online services account was deactivated. I use a different email address with *** , but the *** message came through the email address I used with Idemia. Therefore, the security breach came through IDemia.

  Business Response

  Date: 07/22/2024

  Good morning,

  Our engineering team has investigated your claim and found that your social security number was not dispersed to any other systems internally or externally. We process thousands of customers weekly, so this appears to be an isolated issue. Perhaps the email you received was spam, but you'll want to follow up with the *** to find out why your online services account was deactivated. If you have any further questions regarding TSA Precheck, please reach out to us at ************.

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  Date:06/23/2024

  Type:Product 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 6-30-23 I went into the ******************* office to obtain my TWIC Card via IdentoGo 4422 Ambassador ************************************ ***** Process was completed and my card was charged.After waiting the specified time and having not received my card,I then called to find out where my card was and was then told that I did not exist in the system because their computer was broken.I went back to the **************** on 10-20-23 and had to completely perform the process again. At this time I was charged an additional $125.25.I was told at that time that I would receive a refund in a week or two and the lady tried to tear up my original receipt from June of 2023. Luckily I stopped her and I have the receipt. Now I've called in numerous times with the receipt information as well as provided my credit card statement to prove I was charged in June of 2023. I've called in numerous times a month as well as sent too many emails and no one is responding to me with any answers. It's approaching a year since the original charge 6-30-2023, but the dispute started October of 2023. The call center stated that they cannot escalate this any more and that I can only call and email more frequently. I've also filed complaints in regards to the employees being extremely rude and utilizing their cell phones while taking down customers information. I also feel like the building is not suitable for this type of work because the lobby and the partitioned cubicles are easily within earshot.

  Customer Answer

  Date: 07/04/2024

  [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,
  
  ***********************

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 TSA information was given to and used by an insurance company to text and mail unsolicited insurance quotes. When i called the agency, they told me they took the information from the tsa prescreen. I dont know how this is legal. Please help me understand. The agent is *************************** **************************************************************************

  Customer Answer

  Date: 06/24/2024

  I have not heard from the business in response to my complaint. I did hear from *** and they have started an investigation.

• Initial Complaint

  Date:06/05/2024

  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.

  My son and I went into our local location on 5/17/24 at 12PM. My son received his documents back in 6 days. I was specifically told by the person who did my interview and fingerprinting that I would have my TSA Precheck back in 3-5 days. I never would have spent the money if I would have known it would take this long. I fly out on 6/15/24 so if I was told that it would be ***** days before I received my precheck, it obviously wouldn't make sense for me to even enroll. I have a clean background with no issues so I don't understand why it could be taking so long. I've tried to call to find some kind of resolution but have been met with rude representatives (one of which hung up on me). I just want to get what I paid for in the time frame that I was promised by the person who did my interview. Again: if she had told me that it could be 60 or even 30 days, I never would have done it in the first place. I don't want to be difficult. I just want what I paid for. Could someone please help??

  Business Response

  Date: 07/05/2024

  Good afternoon,

  Although most applicants receive their Known Traveler Number in 3-5 days, some applications can take up to 60 days. This information can be found on the *** website at ********************************************************* records indicate you were approved for Precheck on 6/29/24. You may find your KTN by visiting ********************************************************************************************************************* youd like to speak with a customer service representative, please reach out to us at ************.

  Thank you,

  IdentoGO Customer Service

• Initial Complaint

  Date:05/15/2024

  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 had an appointment at the Idemia location inside ******* on ******************* in ******** **** for 2pm 5/15/24. I arrived at 1:45 to find 7 -8 other folks who also had appointments who were waiting. The Idemia employee had gone to lunch without saying when she would be back. One of the ladies who was waiting said she had been there since 1030am. I went ahead and left as there was probably no chance that I would even be seen before they closed for the day. One of the Staples employees apologized, saying that it didn't seem like this person knew what she was doing. I called the company and let them know and they were unconcerned. The next available appointments were on May 30 and May 31. I will not be dealing with this company and suggest that others stay away.

  Business Response

  Date: 06/05/2024

  Good afternoon,

  We apologize for the inconvenience you suffered during the enrollment process. After researching it was determined the enrollment center was having equipment issues the day of your appointment but failed to notify us. Weve since spoken with the enrollment center on the need to contact us whenever technical issues occur. Because of this, were offering Precheck to you free of charge, should you still wish to complete the enrollment process. We attempted to reach you today but were only able to leave a voicemail. An email with a coupon code to cover the fee for ******** was also sent. You may schedule another appointment online or over the phone at ************. If you have any other questions, please reach out to us at the same number. 

  Thank you,

  IDEMIA Customer Service 

• Initial Complaint

  Date:05/02/2024

  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.

  Scheduled an appointment for a May 2, 2024 10:00AM *** Pre Check enrollment and signed up for text alerts as well. Received a text confirming my appointment. On the day of the appointment I drove to the location, arriving at 9:50AM, to be greeted by a sign at the *** pre check location in the store stating "this location is closed for the day". When I stated to a nearby employee that I had an appt at 10am, he responded in a rude manner with "you need to drive to so and so location (***** mi away)" with zero explanation or apology. I am requesting an apology with an explanation as to why I was not notified that the location of my appointment was closed AT THE **** OF MY APPOINTMENT. Also requesting reimbursement of my lost time and gas expenses for the 24 mile round trip.

  Business Response

  Date: 05/13/2024

  Good morning,

  We sincerely apologize for the inconvenience experienced with the enrollment center. The site was closed from 9:10am-3:00pm due to the enrollment agent having a family emergency.  There was no notice given to IDEMIA so that we could cancel appointments for that timeframe. We have addressed the closure notification policy with Staples leadership, and they are addressing it with specific sites, as well as sending out a communication to their General Managers reminding them of proper procedures for notifying of closures. Should you wish to speak with a customer service representative, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday. 

  IDEMIA Customer Service

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response failed to address compensation for the lost time, fuel, and wear and tear on vehicle driving to the appointment that was scheduled by IDEMIA but canceled with no prior notification of the cancelation.  Wholly unacceptable for a company with a government contract to conduct business in this manner with no recourse for the consumer. This was my only opportunity to attend an enrollment, which was scheduled and verified through IDEMIA. Their response is, "call customer service".  Not sure exactly what that is supposed to accomplish as this complaint is me contacting "customer service". 
   
  
  FAQ
  
  Regards,

  ***********

   

   

  Business Response

  Date: 05/21/2024

  Good afternoon,

  Though we cant offer compensation for lost time, fuel and wear and tear on your vehicle, we are able to offer fingerprinting for TSA Precheck at no cost to you. A member of our customer service team reached out to you earlier today but was only able to leave you a voicemail. An email was also sent with a coupon that you may use to cover the fee for TSA Precheck, should you wish to schedule and complete another fingerprinting appointment. Should you wish to schedule an appointment over the phone or have other questions regarding the process, please contact us at ************ between 8:00am-10:00pm Eastern, Monday through Friday.
  

  IDEMIA Customer Service.