Complaints

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:02/11/2025

  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 ordered a "rush" background check from Castlebranch on 01/30/25. The non -rush check is stated to have a 3-5 business day turnaround and the rush states that it will "receive priority processing.This may reduce order processing time by 1 to 2 days on average." We are now going on 8 business days with no results. Castlebranch claims that it is waiting on a criminal records check in **************. On 2/5/25, I contacted Douglas County& spoke with both the ********************* at the Valley location as well as the Lake location&the court records department. None of which show my name/DOB being populated for a background check by Castlebranch nor any third party company. I called Castlebranch to inquire, as the reason they do not have results is because there is no background check submitted. I left a message for a supervisor, have submitted help requests &emailed. Most of the responses I get are automated responses saying I need to wait the 3-5 business days or that if there is extensive history the background check will take longer. I have no criminal report in **************, of which the court was able to confirm over the phone, so there is no reason for this to take so long. The court also informed me they are Judicially required to provide results within a 5 day turn-around, of which they are ahead of /up to date with. I also explained this to Castlebranch,of which I was told that the process of me walking into an office to get results was much different and not extensive as their criminal history report. The court explained that it is the same exact process, as they get a spreadsheet with a list of names and DOBs that they have to run a background check on, then submit the results, with no record it is a very quick result. I have given Castlebranch the number to the court who can attest to all of this and clear my check. Castlebranch is messing with my school, career and life by not actually having run the check and/or not providing the results as guaranteed.

• Initial Complaint

  Date:02/10/2025

  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 am a student that needed a background check completed. I accidentally purchased two packages. One after the other. Within minutes of each other. One costing 75$ and one 139$. I immediately called the company, told them what I did and let them know which program I was attending and asked that they cancel the package I dont need. Unbeknownst to me, she cancelled the wrong package. I only needed the $75 package. I was charged 139$. I began uploading documents, completing the requiredcourses etc. and my school couldnt see anything. Thats when I realized it was the wrong package. Thus started my fight to get this company to listen to what I was saying. They refused to hear that it was the wrong package. Multiple phone calls. Messages. ***. each **** ***** than the next. Pretending to not understand what I was saying. One supervisor hung up me when I asked her what her role was after being transferred to her after being on hold for over OVER one hour. They are now refusing to refund me the difference in the package price. And will not return multiple messages that I have left. I have asked my school to step in on my behalf as well. I did my due diligence. I noticed my mistake within minutes. But they really messed it up on their end. They are not entitled to keep my money. I have attached screen shots of the difference in the package pricing.

• Initial Complaint

  Date:01/31/2025

  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 have submitted my documents over and over that have been rejected stating that it is outdated when the records clearly show that the immunizations have been completed and are up to date. I'm not sure if someone with a medical license is reviewing these documents, if not they need to have someone with a medical background doing the reviews. I have never in my life been told that I need to clarify which immunization Tdap/Td was done on an immunization record. Someone needs to investigate this companies' practices. This has cost me time and money having to repeat testing that is unnecessary to do because someone unqualified are reviewing records. I have reached out several times and I am not getting the answers I need.

  Business Response

  Date: 02/04/2025

  We apologize for the inconvenience you have experienced while going through the process to gain clinical compliance. The TDaP requirement has been reviewed and approved.
  
  Below is a timeline of events for the TDaP requirement:
  
  1/8/2025 - User submitted a file for theTDaP requirement.
  
  1/9/2025 - CastleBranch reviewed the documentation submitted 01/08/2025 and determined that the document submitted did not meet the client's requirements.
  The booster that is dated 01/27/2022 does not indicate it was a Tdap. As the guidelines are very specificc we must ensure that the immunization includes all three components per their schools guidelines. Only their initial vaccine (which is over 10 years old (5/25/12) states Tdap.
  
  1/10/2025 - User submitted a file for theTDaP requirement.
  
  1/13/2025 - CastleBranch reviewed the documentation submitted 01/10/2025 and determined that the document submitted did not meet the client's requirements. Submission was the same document which reviewed and rejected on 01/09/2025. The booster on the document did not show a clear indication of being either a TDAP or TD vaccine.
  
  1/13/2025 - User submitted a file for theTDaP requirement.
  
  01/15/2025 - CastleBranch reviewed the documentation submitted 01/13/2025. CastleBranch rejected the document because the document was an outdated Tdap vaccine, dated 05/25/2012 . We advised that *** approval, we need documentation of a Tetanus, Diphtheria, & Pertussis (TDaP) vaccination, administered within the past 10 years.
  
  1/15/2025 - The Client approved vaccines outside of their guidelines accepting a vaccine over 10 years old.
  
  2/03/2025 - User submitted a file for theTDaP requirement.
  
  02/03/2025 - CastleBranch reviewed the documentation submitted 01/13/2025 and approved the document based on client's updated guidelines.
  
  Please contact us by submitting an inquiry in your MyCB account, using the chat function, or calling us at ************** if you need assistance with your account.

• Initial Complaint

  Date:01/03/2025

  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 placed an order for a background check on 12/28/24 and paid $58.99. On 12/31 I received an email from Castle Branch with a link to log in and check messages as they sent me an important message. I log in via the link. There is NO messages tab on the website. I reach out to CS and was advised by ***** *. there is no messages tab, and that my back ground check was completed, and to log in and go to the to do list tab. I log in and there is NO to do list tab on the website. I reach out to CS again. They (***** *.) falsely walk me through how to find to do list with screenshots. I log back into the website and click dashboard tab to go to the supposed to do list. Again there is no to do list tab.I reach out to CS again (on 1/2/25) with the same screenshot I sent before showing there is NO to do list tab. A person who refused to identify themselves, so well say their name is Blank, said that it is because I never placed an order and I need to do that first. Basically they stole the original payment without completing and providing the background check and wiped me from their system after obtaining all my personal info. Castle Branch appears to be a scam to collect money and personal information. I want my $58.99 refunded and for them to cover the costs for protection from identity theft through ***** monitoring.

• Initial Complaint

  Date:12/02/2024

  Type:Delivery 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.

  When I log into my account I see ever order I have ever placed. I have made numerous attempts requesting that all of my old orders be removed (hidden from view, removed, etc) and every time a I am told it has been done, yet every time I log in nothing has changed and it is a huge list of all my old orders. This is unacceptable.

• Initial Complaint

  Date:08/01/2024

  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 am a current FNP-MSN student at ************************. The university uses Castlebranch to track student compliance for completion of requirements for clinical rotations. Castlebranch sent me an email on 7/30/24 stating that my Blood Borne Pathogen training certification would be expiring "in 60 days". According to their own records, this training was set to expire on 9/23/24.In order to avoid a disruption of my clinical hours and a subsequent delay to my graduation, I decided to complete the annual training on 7/30/24. However, I was unable to upload the certificate of completion to the system because the requirement was not yet due.I sent an email to Castlebranch on 7/30/24 asking for assistance to upload the document now rather than waiting for the September expiration date. Castlebranch responded to my inquiry by closing it out and marking is as "resolved" without any other explanation.Today, 7/31/24, I received a notification email from Castlebranch that I am now out of compliance for this requirement and they listed a due date of 7/30/24.Because of this erroneous reporting, my school program coordinator has suspended me from clinical rotation for 1 week because Castlebranch only updates student records every Wednesday and they cannot confirm my compliance until then.I am now going to miss my December graduation and have to complete additional clinical hours to compensate for the lost dates. This is completely unacceptable and beyond frustrating as I have no way to dispute it directly with Castlebranch and their only offer was to expedite my certificate upload for a "starting" fee of $50.00. I should not have to pay for the mistake made by Castlebranch and I should not have to miss clinical hours and delay my graduation because of this issue. Unfortunately, I have been unable to obtain any resolution from my university nursing program administrators or Castlebranch.

• Initial Complaint

  Date:05/23/2024

  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.

  I ordered a background on 5/3/2024. According to their website it should take 3-5 business days to complete. Its now 5/23/2024. I have called multiple times with no resolution. They stated that they are having connectivity issues with ***************. Based on other reviews, that seems to be a common problem with this company. They denied giving me a refund even though they have not delivered on their end. ***************

• Initial Complaint

  Date:03/14/2024

  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.

  I am in danger of losing my placement at my practicum because Castlebranch is unable to get a password that works on my account for the ********************** Litmus. I have been given three passwords, but all have failed. Of course, Castlebranch Litmus does not take live calls, so every time I have had to go through customer service all they can do is put in another request for Litmus to issue another password.

• Initial Complaint

  Date:02/20/2024

  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.

  I submitted an order for a background check on 1/18/2024. The website states most background checks are completed within 3-5 business days, with some jurisdictions taking a bit longer. I called to check on the status of my background check on 1/30/24, as two counties still showed in progress on my background check, but everything else was completed. At that time, they advised me they would put a late alert on my account and would update me in a couple of days. On 2/15/24, I submitted an online inquiry on my account requesting an update and received no response. On 2/19/24, I called the help desk and was advised at that time that the background check department was still waiting on my results and I should have my school reach out for additional options on how to get the background check completed, but they refused to provide the additional options to me, the paying customer. This is unacceptable. I even asked if I should submit an order for a whole new background check and was told this would not be helpful.

• Initial Complaint

  Date:01/26/2024

  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.

  I have submitting my professional NP student liability documents since 07/2023. Castlebranch keeps denying reporting that my document is blank. I was told today that CB has an issue seeing docs from Berxi my professional liability provider. They are only able to see the header. CB has failed to indicate this under the denial reasons so I could mediate the problem, and/or has failed to fix the issue on their behalf so this no longer occurs. They have cost me from starting clinicals due to their negligence. They knew for some time they had this issue and yet never told me but kept denying my uploads thus I had no clearance to start clinicals. For months this was going on. Then I was hung up on while waiting to speak to a supervisor and when I called back ******* refused to put a supervisor on unless I repeated the problem all over again. I had to ask 5 times before she finally transferred me. I have screenshot and then uploaded the form as the customer service agent suggested and again only found this out after i became extremely upset.