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:12/13/2022

  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 10/6/22 my son and I made appointments at a Staples TSA PreCheck enrollment center. My son completed his enrollment and since you are made to pay after each enrollment I used my debit card to pay for his. Next, I completed mine but right after the employee swiped my debit care to pay for my enrollment the tablet she was using went blank. She stated that it happens from time to time and that I would have to redo my enrollment again. She assured me that even though I would see the charge of $85 where she swiped my debit card, it wouldn't process as it did not go through and that it would fall off in a few days. Well it did go through. I was charged $85 three times for only 2 enrollments. I called IDEMIA the following week once the charge posted. I was told that they had to send a "financial ticket" to their finance department to request the refund and it would take **** business for $85 to be refunded back to me. After two weeks of no refund I called again. I was told "our finance department must be behind" but that they were going to submit another ticket. I called again over a month later after still not getting my $85 refund. This time I had to argue to speak with supervisor who again told me their was nothing she could do but send another ticket. She explained they can not communicate with their finance department but that she would try to "find someone to email". I still, two months later, have yet to be refunded my $85 which they took erroneously. When you call, you get transferred around and no one is able tell me when my money will be refunded now. All they will say is "I will submit another ticket to our finance department for you". I just want my money back that should have never been taken from me.

  Customer Answer

  Date: 12/25/2022

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

  Business Response

  Date: 12/27/2022

  IDEMIA regrets the difficulty ****************** experienced. The cause of the technical problem encountered is yet unknown and it is undeniable that she was charged one too many times.

  To correct this error, on Dec 06 we initiated a check request which, unfortunately takes a few weeks to process. The standard estimate is 8 to 10 weeks, of which, 3 have passed. We apologize for this delay and ask for her patience while the process completes.  

• Initial Complaint

  Date:12/02/2022

  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.

  I went to ********* ************ Enrollement on *********************** as directed by the ******************************** for finger prints for a *********** License. I had my finger prints taken on March 16th 2022 for DOL-RE. My finger prints are still not on the ******** website. I have no way of contacting IdentoGo because when I call their customer service line I get disconnected after waiting 15 mins. After 15 mins, it just hangs up on you. It has happened to me 3 times now. When I try to interact with the chat bot assistant that is setup, it can only set an appointment or give directions. I have my paper receipt that states I got my finger prints on March 16 2022. IdentoGo provided an Applicant # ****************. I don't know if this number even means anything since there is no system to see where my application is in their process. I paid for a service that hasn't been rendered since March 16 2022. This is hindering my lability to get a license and secure the job I need.

• Initial Complaint

  Date:11/28/2022

  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 went into the office at the Deer Park Location in ********, ** on 11/11/2022. Upon me walking in I told them I had a scheduled appointment at 9:40. The man at the front stated that they could not find my appointment time on their list that they would have to mark me down as a Walk-In. After being there for an hour and a half watching others go before me that also had appointment times, I waited patiently with my 1 year old in his stroller. When my name was called and employee by the name of ****** took me to the back to be fingerprintedI then noticed she was on her cell phone through her EarPods talking to someone. She was not paying attention or concentrating on the customer (Me) that she ended up selecting the wrong selection for me getting fingerprinted for. She selected, ************** of ********* instead of the Daycare Licensing. Thinking she new what she was doing I didnt question her because my Email automatically pulled up when I saw the screen. I was Pre enrolled for the Daycare Licensing on 11/9/2022. When I called the Identogo ***** number I spoke to 3 separate people telling me it was basically my fault and that I would not be refunded for a service I did not ask for or a service that the employee did not ask me about. I also went into the office I got my fingerprints done, he said that there is not a manager on staff that I would need to file a dispute through my bank. I also asked the employee can yall see in your end when fingerprinting which option to select if I am pre-enrolled? He said yes that they do see which one to select and point blank, ****** selected the wrong option and I am getting charged for a service I did not ask for or come in for. I feel like they have stolen my money and wont give it back.

  Business Response

  Date: 12/01/2022

  We apologize for your less than excellent customer service you experienced during your visit to our Deer ********************** on 11/11/22.  We have issued you refund in the amount of $42.37 to your original method of payment.  Please know that we take your comments seriously and have shared the details of your experience with our ***************** Operations team for further discussions with the Enrollment Agents at the *****************.  

• Initial Complaint

  Date:11/21/2022

  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.

  I want to have a charge ex sponged from my record.My lawyer said I needed to use this agency to run finger prints in the *******************.I was told it would take about 10 days by my lawyer and the agency themselves!That was 04/22/2022,I have received nothing.I was charged $44.13 for this service.All I want is what I paid for!

  Business Response

  Date: 12/05/2022

  We confirm that this applicant was processed on 4/22/22 at an IdentoGO ***************** in ********, ** for a ** Personal Record Request (***).  Our company is merely the vehicle for collecting and submitting fingerprint records to the **************** Police (****).  The **** is responsible for running the fingerprint searches and providing responses to applicants as follows:
  Personal Record Request (***) results that do not have a criminal history are now provided by the *** *** platform at the following website https://njportal.com/****/prr .  The IdentoGO PCN/TCN, Applicant Last Name and Date of Birth as shown on the applicants receipt are required for authentication before the letter can be downloaded. They are NOT MAILED to the applicant.  Please note that the *** results are only available for download for 90-days from the date fingerprinted.
  Personal Record Request (***) results that have a criminal history will be mailed to the applicant using the address they entered during their enrollment process. 
  
  When considering that the instructions are provided by the states website, statute dictates the delivery of the results, and that we do not actually house or distribute the results of these background checks, we can only offer to assist the applicant with another fingerprinting at their cost. 

  As a goodwill gesture, we have asked that the ******** Police reach out to the applicant to assist with the retrieving the results, and they have also agreed to resend his results to the ********, ** address on file. The results should be mailed out today. 

  Customer Answer

  Date: 12/06/2022

  [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:11/01/2022

  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 a TSA precheck appointment and showed up with my 5 month old. I was not told beforehand that children were not allowed at the appointment. The worker said that children were not allowed and that it wasnt her problem I wasnt told before the appointment. She stated that children were a fire hazard and were not allowed in the building and that it was the owners rule. She also stated she would not give me her bosss information or the owners information to verify with them. This happens at *******************************************

  Business Response

  Date: 11/18/2022

  Ms. *** also called our *********** the day after this occurred. We made a new appointment for her at another enrollment center. She has since been enrolled and approved.

• Initial Complaint

  Date:10/13/2022

  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.

  On 9/5/2022 I had an appointment for my TSA pre-check. I was walking into the building and received an email that the appointment was cancelled, and that I would have to go online and schedule another appointment. Since I was already in the building and had to drive up from *****, rent a room and pay for an overnight stay I walked the stairs to ask why it was cancelled. In the rent-an-office space the young lady mentioned their machines were down and not expected to be back up and running until the next day. I was not rude, but the three employees seemed disinterested and unapologetic. I asked if they could schedule an appointment as soon as their machines were back up to get me back in asap because of their error and late notification. They said that they cannot schedule an appointment, I'd need to go online again and schedule one. I checked and the next appointment was 1.5 months away. I asked if there was any other option. Eventually they mentioned that I could do a walk-in appointment during normal hours. I thanked them and came back today, 9/12/2022. I arrived at 9:30am and was told by a rude man at the desk that I had to be there at 9:00 am. I said that none of them mentioned that last week. He was rude and said that it was my fault for not being there at the time they didn't tell me, contradictory to what his secretary had said a week earlier. I told them what I thought about spending excessive amounts of money to drive 100 miles, rent a room, buy food and gas only to be turned away a second time due to reasons not listed on their web site or in person. They had me thrown out of the building. They are unprofessional, rude, and not a well run business.

  Customer Answer

  Date: 10/24/2022

  I have not heard from the business in response to my complaint.  They have been unprofessional in all attempts to communicate.  A poorly run organization.

  Business Response

  Date: 11/09/2022

  IDEMIA regrets the experience ******************** had. On the day of his visit, we had a hardware failure which prevented us from serving him. As we cannot schedule or foresee failures of this type, applicants may be well on their way to the center before they receive the notification. We appreciate the trouble ******************** went through but it was beyond our control. Adding to the problem, was the fact that our appointments were booked into the future leaving the only option of walking in without an appointment. This can provide unpredictable results due to the nature of having to work them into the schedule. If there is a no-show, it's easy to plug him in. Conversely, if everyone shows up, working him in (assuming he's the only one waiting) is a challenge. 

  The agent was being honest when he set his expectation for a long wait. The recommendation to arrive at 9:00 would have allowed him to be processed before any of the appointments arrived, beginning at 9:30. 

  We would be happy to assist ******************** in making another appointment at the location most convenient to him and will reach out to assist in doing so.

  Customer Answer

  Date: 11/10/2022

  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 from IDEMIA is well written, but has been crafted to minimize the impact of my limited statement on the original complaint.  I will address those statements.

  I understand that a hardware failure is beyond anyone's ability to foresee.  This was acknowledged.

  As for the statement "The agent was being honest when he set his expectation for a long wait," no expectation was set.  The agent's bias and discrimination was easily visible on both occasions.  His courtesy towards one race and immediate disdain for mine was obvious to everyone in the office.  It was not appreciated but I ignored it as, being in a mixed marriage, I have seen racism from both sides.  I was never given the opportunity to wait for a fill-in appointment.  I was told that I had to arrive promptly at 9am, which had never been communicated in the previous appointment, and that I could not be helped at all. When pressing for additional information and complaining about the poor communication I was told to immediately leave the building.  Had the agent mentioned I could wait for a fill-in appointment, I would have been happy to sit and wait.

  As for the paragraph stating "We would be happy to assist ******************** in making another appointment at the location most convenient to him and will reach out to assist in doing so," no such contact has been made and the company site offers no contact information for any location so it is impossible for me to contact them directly.  This was stated simply to sway viewers of the case. Had I been contacted, I would have happily set up a new appointment.

  These attempts to obtain a TSA Pre-Check have now cost me well over $500, as well as the embarrassment of race bias and being threatened with arrest if I didn't leave the building immediately.  Such bias and racism, poor hardware control and lack of professionalism has no place in a government service.

  
  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,

  *******

   

   

  Business Response

  Date: 11/14/2022

  On 11/14 we left both a voice message and an email message offering assistance. We await a return contact from *********************

• Initial Complaint

  Date:10/11/2022

  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.

  Scheduled an appointment in August to be printed for pre check. Appointment was for October 11th at 130pm at the ******** ** office. Received confirmation emails and texts about appointment. Arrived the day of the appointment. And was informed by a note on the door that they are closed and to reschedule online. A worker came to the door and said machine was down we should have been notified. Partner and o took time off of work. Traveled to get printed just to be turned away with appointments and the earliest to reschedule is2 months out. Cannot reach a human at this company whatsoever. I received texts and emails confirming my appointment they could have done the same to cancel. The appointment. Thoroughly disgusted and it looks like Im not the only one.

  Business Response

  Date: 11/02/2022

  We had a breakdown on our end which resulted in a failure to notify the complainant that we were unable to process his application. We regret this situation but are happy to report he has subsequently been processed and approved.

• Initial Complaint

  Date:10/05/2022

  Type:Order 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.

  A background check for licensing requires that IdentoGO process my hard copy fingerprinting card. I paid the fee of $20.50 to IdentoGO for processing my fingerprinting card in July and received the Registration ID of ZS22068571M. My card has still not been processed. After months of calling IdentoGO to check on the status of my card, all they can tell me is that my card is "processing." Recently, IdentoGO claimed that they never received my fingerprint card, so I re-sent my fingerprints in September. It is now early October, and IdentoGO is still unable to provide me any other information beyond that my card shows as "processing." I am waiting on this background check to obtain my licensing. It has now been 3 MONTHS since I sent my fingerprint card and I cannot be licensed without it. This company should NOT be awarded any more state contracts. Do not trust IdentoGO to process your fingerprints as required by many state agencies.

• Initial Complaint

  Date:09/15/2022

  Type:Billing 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've used their services on several occasions but this time around I used my **** card and immediately realized that they charged twice for the one service! I went back to the office and informed the employee of the double charge to which she provided with a number to call. I called and they immediately asked me to go through a million loops in order to reverse the charge. I decided to go on ****** review and low and behold the first review I read said that they where double charged. I'm just worried about how people don't bother looking at their accounts regularly and they (identogo) are getting away with this!!

• Initial Complaint

  Date:09/07/2022

  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.

  Dear ****************** of ******* in ******** requires to finish a background check during an application.I sent the required ***258 form with my printed fingerprints to IdentoGo as indicated by the application requirements by mail on Aug 5, 2022. Since I didnt see my background check being processed, I called IdentoGo. And they said they had sent my fingerprint back on Aug 12, 2022 saying there was no my signature on the ***258 form.Still I havent received it yet. I have called them couple times, and they just simply ask me to await, but I have to finish my nursing application as soon as possible.There are something I think the IdentoGo should take their responsibilities:1.I did sign my name as required on the form. The agent called my name by the form I signed on the top left corner, the only place for your print signature as required as well, otherwise they would not have known who it was for. It is interesting and weird that they simply stated there was no my name and sent it back to me. I did ask them where I didnt sign, which exact location that I didnt sign, and they told me they had no ideas. 2.IdentoGO is not able to provide a tracking number. I dont understand why they would handle a paper with all sensitive personal information recklessly. Now I am becoming more and more worrying about all the private information lost there, including my name, home address, height, weight, eye color, hair color and SSN so on.3.IdnetoGO didnt notify me at the moment when they found the signature issue and were going to send my fingerprint back. They should contact and confirm with me. Something wrong could have been avoided.4.IdentoGo should compensate for the loss. I did it by $15, but I am requesting them to compensate it for $150 considering my loss of time, work, transportation, my emotion, my worry of the private information.Thank you so much for your attention and advocacy all the time!