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:01/17/2024

  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 paid for a background check in Nov 2023. The information on the background check was inaccurate. I have place disputes on 1/5/24, 1/17/24 and nothing as been updated. Also an address for ** is listed which I havent lived there at all. I have been recently kicked out of school due to the inaccurate information on my background which need to be corrected asap so I can re-enroll in school.

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service 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 place in my practicum. I have submitted all of my documents, and they are all correct. Several of the documents have stayed in the same in process mode for many days at a time. They are not looked at and nothing changes. My Covid test was rejected stating it was incomplete even though it is absolutely correct. I have had four vaccinations. Actually more than what is required. I am dreading that they may reject other things that I know are all correct and valid. It would take two seconds to look at these things and to approve them but nobody seems to be doing anything at all. I am very upset, because I am about to be kicked out of my practicum - in fact, tomorrow is the deadline. I worked very hard to find a site to do this practicum. I live in a rural area, and it is very difficult to find a preceptor who is willing to accommodate you. I have already had to take a year off because of that and now because of this incompetent company I may have to make it two years . It is not fair that I have paid for a service, and they advertise that they review things in 3 to 5 business days when in fact, its more like anywhere from eight business days upwards to three weeks or more. Either do as you promise Or hire more people Or train them better Or just go out of business. It is not fair what you are doing. I have called customer service several times and after being on hold for 40 minutes to over an hour I am told that things are being worked on and or corrected and that is just simply not true. Today. I am composing an email to field nursing at ******, explaining to them that once again, castle branch is messing up someones future, and they really need to override them and do something about this. If you had any sense of business, and any sense of customer service, you would expedite my order and approve everything immediately. It behooves you to deliver what you say you are going to. Please approve and finish my order It is all there, and it is all correct.

• Initial Complaint

  Date:08/22/2023

  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 purchased the Castle Branch Medical Document Manager package. The product states that reviews are completed between 3-5 business days. I have been waiting 7 business days to get my drug screen approved. Calls/emails to Castle Branch have been fruitless. I receive auto-responses to my emails, and representatives "redirect my call" when I call only to disconnect me. My school deadline is approaching, I need Castle Branch to finish the job.

  Business Response

  Date: 08/29/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues getting your drug screen approved. We have had a representative reach out to you multiple times to walk you through the process. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

  Customer Answer

  Date: 08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:08/21/2023

  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.

  I am currently attending **************************. I sent in a background check request with Castle Branch on 8/1/2023. I have 6 counties that needed to be processed. All but one county came back within a few days. Today is 8/21/2023. I called castle branch on 8/10/2023 to find out what was taking so long for this one specific county to finish processing, being I haven't lived there in over 15 years. The laduly not one mentioned about Hillsborough County's sites being down. She told me she was going to put in a rush order. So I called back on 8/18/2023 to see if there was any updates. This lady told me that Hillsborough County's site has been down for several weeks now. Ok, so I asked them who in Hillsborough County I can call because that doesn't seem right. She told me that information was confidential. Now, castle branch has *************** information, I read through their terms of agreement and their privacy policy and no where does it state that any of the 3rd party companies they use are to be confidential. I feel like Castle Branch is lying about something and I do not trust my information with them anymore. I cannot get ACCEPTED into ********* until this background check is completed. I'm in week 3 of classes already and financial aid will not disburse until I am fully accepted. I have tried to speak with a supervisor at Castle and no responses. Especially since the lady I spoke to from Castle Branch said she spoke to a supervisor and was going to transfer me. Funny how I was sent to voice-mail with no returned calls..

  Business Response

  Date: 09/01/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Please be assured that we did everything within our control to expedite your order. As a consumer reporting agency, we rely on outside sources to provide information for background checks. State agencies and other organizations work diligently to process these requests, and some searches take an extended processing time. An Individual from our User Experience Team reach out on August 21, ************************************************* process with a rush request entered. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.

• Initial Complaint

  Date:08/11/2023

  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 submitted my schools code for a background check on 7-7-23. CastleBranch website advertises a 3-5 business day turn around. It is now 8-10-23. I, like many of the complaints I've read, am in jeopardy of losing my place in school because of this delay. It might be apt to change your advertising to 3 days to 6-weeks.

  Business Response

  Date: 08/29/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues getting your background check process completed. We have had a representative reach out to you to walk you through the process, they have left voicemails. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20452753
  
  I am rejecting this response because:

  No one has called or reached out to me except in response to my calls. There have been no voicemails. The only communication has been to tell me that you will expedite my request, then that the request can no longer be expedited and now that there is no longer an ETA for completion. Why do you advertise 5 business days when clearly so many people are having to wait well over a month?

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/20/2023

  We appreciate your feedback. The CastleBranch User Support Team is here to provide dedicated assistance for all of your inquiries and concerns. Our User Experience Specialists are available during regular business hours at ************ (Option 1). We look forward to the opportunity to connect with you and work together to address any outstanding issues or concerns you may have.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20452753
  
  I am rejecting this response because:

  While I appreciate having a phone number to call I really just need my background check completed. As of yet the only thing that happens when I've taken the time to call is a representative will tell me there is no ETA and you're working as fast as you can.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2023

  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.

  On July 21, 2023, I had to complete a profile and request a background check from this company, CastleBranch. Today is now August 10, 2023, and my background check is still not completed. I called on August 2, 2023, and after speaking to numerous people, I was told it would be completed by August 7, 2023. When I call, I am on hold for an extended period of time, At the moment I'm writing this, we are on 12 minutes. In the past 6 months, I've been fingerprinted for my wear and carry permit, as well as childcare (state level), which are both on a Federal level, so it doesn't make sense that a state database is taking this long. I did not research this company as I was sat down as if this was mandatory. In the past 6 months on ******* this is a common pattern. Then they say its on the state. In ********, all courthouses are state courthouses, not counties. This is really agitating and no one should be told 3-5 days if they know it can't be honored. I'm not eligible for a scholarship until this is completed and my dead line is quickly approaching. I will not attend and therefore this background check will be unnecessary.

  Business Response

  Date: 08/25/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues getting your background check completed. We have had a representative reach out you and have been informed that your results have been returned as of 8/23/23. They should be available on your CB account. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

  Customer Answer

  Date: 08/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Fair

• Initial Complaint

  Date:08/10/2023

  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.

  I have applied for my master's degree at ***************************** which starts on 8/17/2023. On 8/2/2023 I submitted proof of my first 2 step tb skin test. On 8/7/23 I submitted the second step of my 2-step TB skin test. The tests were within the desired timeframe from ***************************** being 1-3 weeks apart. I received a response on 8/7/23 that the information wasn't within the time frame. I submitted 4 messages with complaints that Castlebranch had not resolved my TB skin test as "complete". Castlebranch sent messages back to me saying it was "complete and accepted within the university time frame". Now Castlebranch is telling me I have to wait **** days from the last submission. This is not right and I see where Castlebranch has many complaints. I desperately need your help! Thank you so much...

  Business Response

  Date: 08/11/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues uploading your TB skin test results. We have had an immunization representative reach out to you to help you through this process as well as explain the reason for your rejections. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

• Initial Complaint

  Date:08/09/2023

  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 initiated a background check process with CastleBranchon July 10th 2023 and, to my dismay, have encountered a series of frustrating issues. Despite CastleBranch marking my background check results as completed, the paperwork provided clearly indicates that the process remains incomplete. This discrepancy has caused significant confusion and concern on my part.What is more concerning is the complete absence of communication and professionalism from CastleBranch's customer support team. I have made numerous phone calls and sent multiple emails in an effort to seek clarification, but I have either been hung up on during phone calls or received generic and unhelpful responses via email. This lack of accountability and responsiveness is utterly disappointing and unbecoming of a reputable service provider.To exacerbate the situation, CastleBranch has provided contradictory information about the completion date of my background check. In fact, the most recent response I received from them stated that there is no definite date for the completion of my results but was told two weeks ago it would be completed the first week of August. Following that response, all communication from their end has ceased, leaving me in the dark regarding the status of my background check.At this point, I am left with no other recourse but to consider CastleBranch's actions as potentially fraudulent. They are providing a service that remains incomplete, despite indicating otherwise, and have chosen to disregard my attempts to seek clarification and resolution. I kindly request that the Better Business Bureau investigate this matter promptly and thoroughly. It is my intention to rectify this situation, receive the complete background check service I have paid for, and hold CastleBranch accountable for their inadequate communication and potentially misleading practices. If necessary, I am prepared to escalate this complaint to the Attorney General of **************.

  Business Response

  Date: 08/24/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues getting your background check process completed. We have had a representative reach out to you to help you through this process as well as respond to an inquiry you had open. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

• Initial Complaint

  Date:08/09/2023

  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.

  A background check was ordered through my school on 6/29/23. The website says 3-5 business days. 3 weeks later, it still reads in process. I called and advised a deadline was approaching. They told me it would be done on 7/26/23 after putting a late alert on my file. It is now 8/9/23 and am in danger of being dropped from my program without a refund.

  Business Response

  Date: 09/01/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Please be assured that we did everything within our control to expedite your order. As a consumer reporting agency, we rely on outside sources to provide information for background checks. State agencies and other organizations work diligently to process these requests, and some searches take an extended processing time. Your Background Check results were posted on August 17, 2023 and an individual from our User Experience Team left you a follow up voicemail. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.

  Customer Answer

  Date: 09/03/2023

   
  Complaint: 20443865
  
  I am rejecting this response because: according to the supervisor that called me, it was not due to an outside source. This glitch was on castlebranchs end to the point that your IT team had to get involved. It took a dozen phone calls over almost 2 months for me to get someone from your management team to actually look into the issue and find out there was a glitch, and the county in question never received your request for information. Had this been followed up on when I first contacted castlebranch instead of 6 weeks later, my background check would have cleared on time and I would not have lost the amount of money that I had invested into this class. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/03/2023

  Type:Delivery 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 successfully submitted my order for my background check with order rush on July 5, 2023. The amount I paid was $125.94.I have checked my castlebranch online account daily but always says pending because my criminal records status is in process. I have called castlebranch customer service weekly (four times, thus far, for an explanation). The first time I called, I was told its still in process and will be done before or by July 25, 2023. The second time I called, I was told the county was back in operations and to wait another week. The third time I called, I was told it will be done by or before aug 1, 2023.Today is August 3, 2023 and I still have not received my complete results for my background check order. On the recent phone call, I was told it will be done by or before August 15, 2023. Please, I need my complete background check done so that I can renew my license that will expire by the end of this month (August 2023). Thank you for your help.

  Business Response

  Date: 09/01/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Please be assured that we did everything within our control to expedite your order. As a consumer reporting agency, we rely on outside sources to provide information for background checks. State agencies and other organizations work diligently to process these requests, and some searches take an extended processing time. An Individual from our User Experience has reached out to you offer a refund for the Rush Fee. Your Background Check results were posted to your account August 14, 2023. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.