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

  5-11 Drydock Ave Boston, MA 02210

• 

  IdentoGO

  340 Seven Springs Way Ste 200 Brentwood, TN 37027

• 

  IdentoGo

  801 S Fidalgo St Seattle, WA 98108

• 

  IDEMIA Identity & Security USA, LLC

  1230 Parkway Ave Ewing, NJ 08628-3018

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:09/05/2023

  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.

  TSA Precheck attendee was a no show.I managed to find their number and call but no help.There's no real way to find out if there will be a person present if you drive out to a new location.

  Customer Answer

  Date: 09/15/2023

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

• Initial Complaint

  Date:08/10/2023

  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.

  Background check was supposed to be completed within 60 days maximum. Service was paid for and the 60 days has surpassed.I've called several times and nobody has an answer as to why the service has yet to be fulfilled. This is preventing me from obtaining employment. I need this completed ASAP.

• Initial Complaint

  Date:07/28/2023

  Type:Sales and Advertising 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.

  I was instructed to obtain fingerprinting for a background check to obtain a physician license in MI. I completed **********************'s option 2 instructions, exactly as listed in their instruction sheet (chrome-extension://efaidnbmnnnibpcajpcglclefindmkaj/************************************************************************************************************************)1. On 6/24/23 the IdentoGo website informed me I was not eligible for the livescan fingerprint option, due to lack of livescan locations within 100 miles of me 2. I was referred to the manual scan option 3. The IdentoGo website directed me to pre-register and pre-pay for scanning, and charged 66.25$ for that pre-registration (supporting docuement "Identogo"), but did not provide a receipt 4. I made and attended a fingerprinting appointment (an additional 21.25$), and provided the requested documentation of my pre-registration (UEID UZV84VFH21) and the requested documentation (Live Scan Fingerprint Background Check Request)5. I sent my fingerprint card with information on the pre-registration and all requested documents (as listed in the above IdentoGo link) to the requested location On 7/27/23, I received the card back in the mail with a note saying the card had not been processed because "the state requires pre-registration and pre-payment" and that "UE ID ********** is no longer valid. Must re-register and repay to process this submission"I called the MI IdentoGO help desk number provided ***************) and the ************* corporate office number, no one picked up the phone. I received no response.

• Initial Complaint

  Date:07/03/2023

  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.

  In later January I made the mistake of using Identogo to complete an *** background check. I paid for services and the results were never able to be obtained. I have spent months trying to gain access, *** contacted customer service, Ive went in person to talk to ****** (the person who scanned my prints), I have sent emails. All of this with no results and no actual customer service. I broke down and paid to be fingerprinted the old fashioned way, those prints were rejected by the ***. At this time, I would like a full refund for both services. This company failed to perform the job they were paid to do.

  Customer Answer

  Date: 07/16/2023

  I have not heard from the business in response to my complaint. The business has failed to respond to my complaints via phone, email, and now with the BBB. This company has no accountability or responsibility to its customers.

• Initial Complaint

  Date:06/27/2023

  Type:Sales and Advertising 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.

  I pre registered and had appointment for 2:10 pm on 6/27/23. I arrived 20 mins early to find waiting room full of people waiting to be fingerprinted. Woman named ***** said they are down one computer and its backed up. She was accepting customers on a first come first serve basis for the first 45 mins I was there. ***** then decided to begin accepting customers on an appointment timeline. I finally got fingerprinted at 3:10pm one hour after my scheduled appointment of 2:10. Employee ***** was handling everyones hands during fingerprinting without using ****** and cross contaminated everyone with whatever everyone else might have had.To say that this place is badly mismanaged is an understatement. There are no signs or anyone to direct customers as the enter. Totally dysfunctional operation. Customers have to wander around until they find out any answers. I cant beloved I had to pay $38 dollars for this pathetic operation.

  Customer Answer

  Date: 07/08/2023

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

• Initial Complaint

  Date:05/26/2023

  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.

  Apparently the ******************************************, uses this company, IdentoGo/IDEMIA, to perform background checks and fingerprinting for new school employees.At my appointment, I provided sensitive information including a copy of my drivers license and social ********************** number to complete a digital background check. I was told by the employee (only 1 woman was present on-site) that my results would be sent to my employer (school district) which had made the appointment on my behalf. I asked if I needed to take any form/receipt with me but was told "no". A couple of weeks later I was told by HR at the school district that they did not get my results and would need a "receipt" to retrieve them from IdentoGo. I called the number for Securitas Security Services (the office location of the fingerprinting) and they claimed they didn't have access to receipts (or any helpful information at all) and gave me a number to call IdentoGo. When I call this number **************** ) and follow a loop of auto-prompts, I am never able to talk to anyone and then it just hangs up the call or sends me to the beginning of the menu prompts again. I've called 3-4 times on different days.I paid $58 which has been charged to my credit card with no apparent way to get the services I paid for or a refund. I have no way of finding out the status of my background check or who/what/where my identifying information has been sent. IdentoGo/IDEMIA is claiming to provide vital services that can delay employment for people who require background checks for their position and have very real (beyond frustration) negative impacts on customers who trust their money and (even more importantly) personal information to a company that, like in my case, they didn't even have a choice to use. *Location: Securitas Security Services ***, **** ************************************************************************************************** (IdentoGo ********)*Registration form attached

  Customer Answer

  Date: 06/05/2023

  I have not heard from the business in response to my complaint. However, I will not pursue this further at this time.

• Initial Complaint

  Date:05/11/2023

  Type:Product 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.

  I like to have My money Back from This trabsaction that was date on february , 1- because i aplly for fingerprint. And 2 because they took My fingerprint information pic and charged me for the amount of $90 and told me that If i did had any problems with that i just send them the receipt but nothing happened, in tlc they did not accepted This receipt and asked me to take another one again , because if im not do it i will Loose My license that i dont have yet, and This is absurd, im not accepted This situation i need some asnwer from identogo, i call the number on the receipt and follow the step by step but at the end they disconect me , i need a someone personaly to help me with this , i did twice the fingerprint 90+90= 180

• Initial Complaint

  Date:04/26/2023

  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.

  I have been working with Idemia *********************************************** to renew my TSA PreCheck enrollment on line. The initial submission was made on 12/10/2022, well within the stated time that Idemia indicates on the renewal screen that it could take to process the renewal. Per their directions I waited unsuccessfully more than 60 days for the renewal to be processed. At the time I contacted Idemia via phone, I was told they would need to submit a service ticket to their engineering team to determine why my renewal was taking so long and was instructed to call back if I did not receive my renewal within a week. I have made a total of 6 calls to their service desk and each time I'm told their only recourse is to submit a ticket to engineering for resolution. The service representatives have been polite and professional, but my requests my renewal is still pending. I am beyond frustrated with this organization's ability to resolve MULTIPLE requests to complete my renewal process or provide me with an alternative approach that will escalate my complaint so my renewal process can be completed.

  Customer Answer

  Date: 05/06/2023

  Better Business Bureau:
  
  Subsequent to submitting my issue to BBB, I received standardized email notification that my renewal had been processed. 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:03/22/2023

  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.

  I went to have my finger prints done for a background check on 1/12/2023 and was told it would take two weeks, 14 business days and as of March 20th, 2023 I have not received my fingerprints. I have contacted Indento through social media, email, and phone and I still hvae not received a copy of my finger prints.

• Initial Complaint

  Date:03/22/2023

  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.

  I made 2 fingerprint appointments for Feb 20th or 21st. I cancelled 1 of them, paid for both. They were to be done at a local business in *********** *******. After my appointment, the store owner gave me a business card with the heading IdentoGO with # ************. This number takes you in circles and disconnects you every time. One extension was a "How are we doing?" line where you can leave a message. I left 2 on the 22nd and 23rd. It's been 4 weeks now, and I still have not heard from anyone about the refund owed to me for 1 of the fingerprint cancellations. They owe me $58.21. I also reached out to them on ******** March 15th someone replied that a person will contact me through email, which they never did. Very peculiar the company name is IdentiGO on the business card but IDEMIA is who runs the company...they are one in the same correct ?