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:03/20/2023

  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.

  On March 16, 2023, I had fingerprint done for employment at the *****************, ** site. The employee a white male requested at the end before completing fingerprinting I have to take a photo. At the time, I had a hat on and he instructed me in a condescending and uncaring manner, I have to take my hat off. I said I don't remember having to remove my hat. I felt very violated. I explained to him my hair was not done, I just got out of shower and put hat on to run over and get fingerprint done. He was insensitive and continued to say I had to remove hat and that was a requirement. He said no one really see picture. I am still dealing with the humiliation and disrespect that took place. Most people I spoke to said they didn't remember if that was a requirement or not. I want to see in writing that this is a law.

  Customer Answer

  Date: 03/31/2023

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

• Initial Complaint

  Date:03/08/2023

  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.

  On February 15th I had an appointment with Identogo located on ***********************************************************************. I set up and paid for fingerprinting and a personal background check for *************. I was told that it takes ***** business days to receive the results. I called Identogo serval time between the 10- 14 day period to confirm the correct address and other info I was told more than once that I had to wait until day 14 to talk to someone. 14 business days came and went and still no results. I called in on March 8th 2023 to inform the company that I have not received my results , they stated that why had to have them resent. I asked for a time frame and was told we do have any time frames after expressing my frustration in this matter they still reacted we can not give you any time frame. I asked to speak with a manager and was told that my representative was a supervisor and there was nobody higher than her. She did stay that she could give a call once they are sent out , agin I asked for a time frame to except a call we can not give anytime frames. This Supervisor was very unsympathetic of the situation. I am extremely frustrated because I paid for a service to be performed and because of the blayton negligence, I will have to spend more money to have other background reports ran again because I have a specific time frame to issue my documents to the party requesting my background check. I even asked if I could call someone even the *********** to expedite this process and I was told no.

  Customer Answer

  Date: 03/18/2023

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

• Initial Complaint

  Date:02/27/2023

  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.

  This vendor printed incorrect information on a document required for government purposes; when their error was brought to their attention, I was told I would need to repay for the service to have it corrected.

• Initial Complaint

  Date:02/07/2023

  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 sent and tracked my fingerprint last January 12. I have attached the proof. I called them every week to follow up and they kept saying that they will call and update me. after almost a month, they said that they never received it and i need to send another one again. They will email me the details and they still havent email me anything.

  Business Response

  Date: 02/08/2023

  A BBB complaint for this applicant has already been submitted, it is complaint ID #********. We informed the applicant that we do not have record of receiving his delivery, and our card scan supervisor has offered to provide him with a shipping label that will be sent directly to her attention. He was not satisfied with that response. The BBB determined that the company has addressed the issue with the complaint, and closed the file. 

  Customer Answer

  Date: 02/08/2023

  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. 

  I have not received the shipping label. I am still waiting for it.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

• Initial Complaint

  Date:01/31/2023

  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 had my fingerprints taken at their location in ****************************************************************************, and they never sent my fingerprints to the *******************. There is also no way to call them and the site is now closed so I can't go back to the site to inquire about my case

• Initial Complaint

  Date:01/24/2023

  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.

  On November 28, 2022, I went to an Identogo location at *********************************************************, to obtain a ************* Personal Records check. As of this date, I have yet to receive any results. When I check the status of my fingerprinting it merely provides that my fingerprinting are still being processed. I have tried to call multiple times, but the phone just keeps ringing and no one ever picks up. The company provides no other way to communicate with customer service agents.

  Business Response

  Date: 02/01/2023

  We acknowledge a fingerprinting of the applicant on 11/28/22.  Results are sent via standard **** mail which can take between 10 and 14 business days to receive.  We were made aware of the applicant not receiving results on 1/25/23.  We regret the applicant was not able to contact us through our website or by phone.  Our IdentoGO help desk number is ************.  We have expedited the customers background check and it was signed for by the customer on 1/30/2023.  We understand that background checks are a key necessity in the employment process and work to provide all results as quickly as possible within our contractually agreed methods.  We hope the extra effort by providing an expedited delivery of the results has met the needs of the applicant.   We look forward to assisting the applicant again in the future.

  Customer Answer

  Date: 02/01/2023

  [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:01/23/2023

  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 my TSA appointment in June of 2022. Have called almost every month since the "wait time" get the same run around that they will escalate it to a supervisor. Nothing has been done as it still shows last update being 6/3/2022. No resolution offered at all. No supervisor to talk to either.

  Business Response

  Date: 01/30/2023

  We apologize for the delay in processing. We have escalated this issue directly to the government and they were able to expedite processing. As of Jan 28, ************************** application has been approved.

  Customer Answer

  Date: 01/30/2023

  [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 in reference to complaint #********. It should not have taken 7 months to receive my TSA. I have follow up numerous times with this company, and EVERY single time I was told it was being escalated. Each time that they "escalated" it I never heard anything back. I appreciate the BBB for making them fulfill their contract. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:01/09/2023

  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.

  I did a search on ****** ****** precheck tsa. I filled out a form and was charged $149.95. I got suspicious since the cost should be only $70. I tried to get it cancelled and got an email from Emarie (Pre-Tsa) <*************************************>. this is the email Emarie (Pre-Tsa)Jan 9, 2023, 9:21 AM CST Hello ****, This is Emarie from Pre*** Assistance. I received your message asking if it's possible to cancel your order. I would love to accommodate your request, but your application has been submitted and your interview details have been sent to you via email. However, we do listen to our clients, here is how Im able to help you. I can ask my manager to refund you $75 off our service fee - this is a 50% refund which takes both parties into consideration since we did complete your order. You can still keep your application that is being processed and you still get to keep our benefits. Would that work for you? For your reference, here is a list of all the benefits youre getting: Easy to use and simplified application process.24/7 Online Application 24/7 Support and Assistance by Email Application revision and correction by our experts before submission to the *** Unlimited correction of missing or incorrect information.Verification and validation of additional required information.Your Interview details sent to you via email with rescheduling instructions We help you reschedule your appointment if you cant make it Email Recovery of your *** Precheck in case of loss.Service Fee Refunded if your travel authorization is refused.Privacy protection and safe form. Let me know if this is acceptable for you, Thank you,Emarie Pre*** Assistance this is my reply No this is nor acceptable. The services you provided was computer generated. It doesn't make sense that your company charges $149.95 processing fee when IDEMIA does not. This is a scam and would like a full refund. My husband has the same situation.

  Business Response

  Date: 01/10/2023

  The interaction this complainant had was not with our company. There are numerous companies which offer assistance in completing an application. However, this is totally unnecessary. Our *********** will do everything these other companies do, except we do it for free. A close review of their verbiage will likely reveal that "assistance" is all they offer.
  Unfortunately, we can do nothing to assist, as this company is unrelated to us and is not sanctioned by the government.
  

  
  

  Customer Answer

  Date: 01/11/2023

  [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:01/09/2023

  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 would like to know this agent here needed my Social Security number to process my fingerprints, when it was already setup and paid for by my agency !

  Business Response

  Date: 01/12/2023

  One of our Idemia employees has reached out to the customer to provide more insight on the policies around requesting Social Security Numbers during the enrollment process.For some fingerprint reasons, the entry of the *** is required. The employee reassured the customer that all personal information is fully secure. Customer was understanding of this and also mentioned that they setup alerts on credit reports just as a precaution. 

  We also spoke to the site and ensured they understood the process for gathering ***s. When it is not a requirement, it is up to the customer if they want to provide it and ok to move forward without it. If the customer does provide, we allow them to type it into the workstation to prevent any information being heard. 

   

   

• Initial Complaint

  Date:12/29/2022

  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.

  This company administers the *************** ID" mobile application that is used by Arizona *** to verify identity for users. I was trying to use their app, which is required by the Arizona *** in order for the *** to process a refund from my account. The app would not take a photo of my ID, and repeatedly threw errors. I contacted their support about two weeks ago. They told me that it was a known issue for iPhone 14 and to try again in a week. Fast forward to today, and the issue is not fixed. I contacted support again and they told me that they don't know when the issue will be fixed and just said "you have to wait." I said ok, can you please provide an alternate method, like using a computer webcam on a web browser, or let me send you a photo for manual verification. They said no we won't do that. So I said ok, well if you won't fix your application and you won't provide an alternate method, please have your company compensate me for the same amount that the *** refund that cannot be processed. Then they said "have a nice day" and promptly ended the chat. They are extremely unhelpful and unwilling to provide solutions or workarounds when they have a broken product. Awful customer service.

  Customer Answer

  Date: 01/08/2023

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