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:08/31/2022

  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.

  Applied for and paid for the *** PreCheck program on June 13, 2022. My information was taken and my payment taken. It has now been well over 60 days since my application was processed. I have contacted ***, and all you can do is "escalate" the ticket through them. They had no other contact information or means to check on the status of my application. I attempted to contact multiple IDEMIA offices directly and was either diverted to a phone list or sent to the *** list, or they refused to answer. I have paid for this service. I cannot even follow up on this service. This is a government contractor who should not ever be retained again.

  Customer Answer

  Date: 09/12/2022

  I have not heard from the business in response to my complaint. There has been no follow up at all.

• Initial Complaint

  Date:08/23/2022

  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.

  Details of purchase document attached.

• Initial Complaint

  Date:08/22/2022

  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 purchased a fingerprint background check from Identogo in ********* **. It has been around a month since I have gotten my results. Its supposed to take 10 days to complete. You cannot speak to a human. They stick you in automated limbo. Just back and forth with no useful information at all.

  Business Response

  Date: 08/29/2022

  We confirmed submission to ** on 7/27/22 and the state completed and sent the results to the requesting agency on 7/28/2022.  ********** which requested the fingerprints is responsible for the adjudication and determination. IDEMIA is the fingerprint vendor which captures the required fingerprints and sends them to the state for processing and then distribution of results which we and the state both completed successfully and on time.  We apologize that ************* has an issue in reaching our customer service center as they would have provided information for him to contact his agency. 

• Initial Complaint

  Date:08/17/2022

  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 went to the Identigo in **************** to have my fingerprints done for the tsa hazmat background check. I paid by money order on July 20th. I received an email on July 26 stating I hadn't paid. I called to let them know I had my receipt and it was paid on the day I received the service. They opened a ticket on the 27th and corrected the issue on the 28th. I have been getting my background checks done since 2006 and have never encountered an issue with my background taking more than a week until I used this company. I am at risk of losing my job of 25 years due to them. They advertise your background check coming back faster but thats not the truth. I submitted my original birth certificate which had my first name spelled wrong BUT I had it corrected by doing a LEGAL NAME CHANGE to reflect the name I have always used and also that all my other legal documents were issued in. I also submitted a court document which supported the name change which their website asks you to provide.In the past I have used my legal passport as a identifying factor when applying for my hazmat endorsement. I have spent endless time on hold only to be lied to by their customer service agents just to get someone off the phone quicker. This is unacceptable. I can take my money I paid to this company and go back to using the staples and have my background check back within a day. I have nothing at all on my background. I dont have run-ins with the police, i dont even have speeding tickets. My name is unique so I seriously doubt there are other people out there with this name. I want one of two things to happen either complete my background check so I can get back to work or issue me a refund of $86.50 so I can go somewhere else and have it done correctly by people who know what they are doing and aren't more interested in talking to each other rather than doing their jobs. Its things like this that can be corrected by companies so they wont have a negative track record.

  Business Response

  Date: 08/19/2022

  Upon review of ************************ application, several peculiarities were observed. There had been an issue with the money order used for payment but that was resolved. We also discovered that the birth certificate used didn't contain all of the required fields. However, we worked with TSA to coordinate the information provided in this application with the documents used for his prior application (which are now expired). ************************ application was approved 08/19/22 and the results should appear in the state portal shortly, possibly 08/19 or 08/22. 

• Initial Complaint

  Date:08/17/2022

  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 paid for a background check to be sent on 7/29 it is now 8/17 the background check was not sent confirmed by intended recipient and verified fax number and address provided are correct. I requested it be faxed ok 8/15 it was not faxed. I requested it be emailed to me they refused. I spoke with supervisor ***** #4 who states she is waiting on the back end department to fax my background check and they have not done it yet and she has no time frame. She refused to provide me with a phone number or transfer me to the back end she refused to transfer me to a supervisor above her, she refused to transfer me to a lateral supervisor. I requested to file a formal complaint she provided a number that is specifically to complains about the process of obtaining my fingerprints and not for the process of sending the results to the appropriate agency.

  Business Response

  Date: 08/19/2022

  We acknowledge a fingerprinting of the applicant on 7/29/22. Results are sent via standard **** mail which can take between 10 and 14 business days to receive.  Fax transmissions are generally not used as a method to return results unless agencies have a pre-existing fax agreement in place, which we had no agreement in place for the applicants agency.  As of 8/17/22, per the applicants request, we have faxed the applicants results to their requested agency.  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 a fax transmission of the results has met the needs of the applicant.  We have provided and completed the required services and provided an additional fax transmission above our normal operating procedures for routine background checks.  We have met the requirements of the ******** contract and will not be issuing a refund in this situation.  We look forward to assisting the applicant again in the future.

• Initial Complaint

  Date:08/17/2022

  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 attended my scheduled fingerprint appointment at the *********** location on 6/22/2022, and my fingerprints have been sitting in the processing stage since then. There is no way for me to inquire about this as all the phone system does is tell me the same thing the computer tells me "its being processed". As a result, I am now non-compliant for the job/volunteering that I needed the fingerprints for. The fingerprint/background check is taking longer than 4-6 weeks as it is now going on week 8-9. Please advise me on my next steps, as this was just a long waste of time and money, and very unfair for people who need this for careers and schools and have deadlines. See attachment

  Customer Answer

  Date: 08/27/2022

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

• Initial Complaint

  Date:08/11/2022

  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.

  8/10/22....0930 location: inside ************************************** I drove 42 miles to this location as a walk-in because they have no open appointments at any location near me, i showed up and waited for 2hrs and even talked to the lady who refused to take me even when they had other appointments no-show- they just called the next name after that. Now I'm going to have to schedule off work, and waste more of my time and fuel coming back here. Selecting walk-in should not be an option if it's not truly and option. Terrible service.

  Business Response

  Date: 08/17/2022

  We regret that ****************** was unable to be served after he traveled to the center and that his wait was excessive. This location is very busy and is usually fully booked. Our policy is to serve walk ins but those with appointments are given priority consequently, those without appointments will have to be worked in on a best-effort basis.

  I see that ****************** has made an appointment at another location in the area and we will ensure he is served in a timely manner.

  Customer Answer

  Date: 08/17/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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:07/23/2022

  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 had an appt for multiple electronic fingerprints to be done on June 7 2022. I was told that due to ************** restrictions, it could be done and I cancelled the appt. I requested a refund on June 21 and received notice that it would be processed within 10 days. It was not. I sent a second request . I called the local Identogo on July 8 for assistance. I have still not received my refund of $46.

  Business Response

  Date: 07/27/2022

  We acknowledge and confirm a request was made to refund the applicants transaction that was cancelled for 6/7/22. The transactions fees for services in the ************** are processed through a third party. In the case of a refund, once researched a request is sent to the ************** to process the refund with their third party vendor.We have made such request for refunds effective 7/13 and followed up with the agency on 7/25 pursuant to the BBB complaint. The state contact has confirmed processing of the refund effective 7/26 which should appear on the Ms.Benedicts institution records within the next few days. We apologize for the delay in processing the request for this refund and look forward to work with her in the future.

  Customer Answer

  Date: 07/27/2022

  [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:07/22/2022

  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.

  Its now going on 8 months overall since I applied for Pre. Check and used this company to process my information and have yet to get my pre-check. This is fraud as they have taken money from me and do not want to provide a refund if the service is not going to be rendered. A month ago on 6/21 someone responded to my previous complaint saying they have determined they can not fix my file and will be reaching out to have me redo my paper work but that has not happened. Ive called to follow up and they keep submitting tickets to an engineering department thats is non existent and doesnt do their job. I would like a REFUND at this point! I spoke to so many agents and have to explain myself every time. They are over 15+ tickets submitted to their so called engineering department and supposedly marked as urgent but no one has gotten to an urgent ticket in over 8 months. I was told by the last agent that there was an issue with my finger print, right hand index finger and that was the hold up. engineering wont actually tell them whats wrong with the finger but wont request a reprint either. Someone needs to hold this company accountable, Im not exactly sure why they are still the company servicing TSA as you can see all the complaints on here about their service.

  Business Response

  Date: 07/26/2022

  IDEMIA truly regrets the delay in processing ************** application. The initial application was rejected by the *** due to poor fingerprint quality. This rejection caused her record to enter an abnormal state. When she reapplied, the system identified the former application and closed the new one as a duplicate.

   

  Fortunately, the prints captured on the second enrollment were of good quality. We were able to apply the newer prints to the original enrollment and manually forced the application to process. At this time, ************** eligibility has been determined and she can find her status at https://universalenroll.dhs.gov/workflows?workflow=service-status.

   

  Again, we regret the complications involved but we're happy to report they are now resolved.

  Customer Answer

  Date: 07/26/2022

  [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:07/22/2022

  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 submitted my fingerprint cards to Identogo, mailing them overnight 6/8/2022, with confirmation their *********, ** location received the cards 6/9/2022. It took one month for the cards to be processed, with the ***** ************* informing me they received the results 7/9/2022; this was one day after the board met to issue licenses for the month of July, meaning I will now have to wait until the end of August to get my ** medical license. This directly affects my ability to apply for and obtain gainful employment. It is absolutely unacceptable that it would take an entire month to process the finger print cards. This has resulted in undue stress and income loss for me. I would at the very least like a complete refund for the services.

  Business Response

  Date: 07/25/2022

  We acknowledge the receipt of the fingerprint card from ********************** on 6/9/22 and subsequent processing on 7/9/22. We agree that this timeframe for turnaround is not satisfactory. We are experiencing delays in processing due to a staffing deficit which we are diligently working to remediate. We understand that this type of delay can be extremely frustrating when seeking licensure. Due to the heavy delay and the issues experienced by ********************** we will be processing a full refund for the cost of her fingerprint card submission of $40.75. We know this doesnt fully alleviate the frustration ********************** has experienced as result of this delay, but we hope this show good faith towards addressing the situation as we can

  Customer Answer

  Date: 07/25/2022

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