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:07/28/2023

  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.

  Transaction Date 07/02/2023 $50.00 for a Background check ***** in lost financial aid I started calling Castle Branch on 7/21/2023 I called everyday up until 7/27/2023 which was when I was told by every agent I spoke to assured me my background check would be complete. So on 7/27/2023 when my background check still said processing I proceed to call at 3:30 to ask why the agent told me they do not know what time in the day it will be processed just that it would be sometime that day. So at 7:30 when it was still processing I called again the agent told me that now it would be August 1st so I asked to speak to a manager. The agent hung up on me so I called back by this time I'm crying this agent tells me but they have placed a late flag on all but one item and that's why it's still processing. She was the only one who helped me she put a late flag on the last item. I explained to every agent I talked to that this has caused my financial aid to be on hold and that my funds will not be released until they get my background check processed. My classes are almost over and this has caused a huge burden on my family and I not one agent took 5 seconds to look and see that there was 1 item they forgot to tag as late and I talked to 7 agents 2 of them supposed were to be supervisors. I believe Castle Branch is very unprofessional one agent actually suggested I call down to local law enforcement and talk to them myself . We pay somebody to do a job it should be on them to complete the job not the paying customer. Now I am stuck with the costs of this term because now it's almost over and my financial aid is unable to post to my account, I am unable to purchase my books for class or get my loan refunds this has put me and my family in financial distress and utility about to be disconnected

  Business Response

  Date: 08/09/2023

  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 has reached out to you offer a refund for the Background Check. 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:07/26/2023

  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.

  we ordered a back ground check on July 10th. I did not hear anything as of the 19th and i let the company know that we would not be needing this via email. They are refusing to refund the ***** saying that as of today the background check is done. We still have not recieved any information reguarding this background check.

  Business Response

  Date: 07/28/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We have had a representative reach out to you to explain the delay in your results. 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:07/24/2023

  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 writing to submit a formal complaint against CastleBranch for their gross mismanagement, significant inconvenience and deceptive business practices I have experienced during my interactions with their services. This entire process was marred by repeated instances of incompetence. This company repeatedly rejected uploaded requirements. Upon speaking with a rep, I was solicited to pay more money to facilitate the process within 24 hours, to avoid further delays. This is a disgusting business practice. I already paid for a service that should have been approved by now. Instead, the last requirement is being delayed in attempt to have me pay for additional services. That is the very definition of devious & unfair business practices. Despite my patience and willingness to cooperate, the delays and mismanagement of my request have caused me academic inconvenience and unnecessary distress. As a customer, I expected a more professional and efficient experience from a reputable company like CastleBranch.

  Business Response

  Date: 08/30/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having an unsatisfactory experience regarding uploading required documents. We have been made aware that an error was made during the upload process where two separate submissions were received rather than altogether as it should have been. All documentation was approved in a timely manner. 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:07/17/2023

  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 put in a code that was provided to me via my school for a national level background check and erroneously paid for a state level background check. I was then told that I cannot receive a refund for the error. I would like to receive my $24 back so I may put it towards a National level check. There is no reason why they cannot issue my money back and cancel the order.

  Business Response

  Date: 07/26/2023

  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. We cannot issue a refund for the background check due to being past the cancellation time frame. 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:06/29/2023

  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.

  The school I am trying to attend uses Castlebranch for background checks. I initiated a request on 06/09/23. Unfortunately, I filled out a form incorrectly and had to resubmit the form three times. My most recent submission was on 06/21/23. When I submitted an inquiry, they acknowledged receipt and acceptance of the third submission. I have been checking the status every day online and I called two times. Every inquiry is responded to with the same statement: In Process.They had no problems completing three of the four steps needed, but for some reason, they can't deliver the fourth item included in the package and they won't explain WHY.

  Business Response

  Date: 07/14/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. Regarding your issues completing the 4th step in your upload process, our representative has reached out to you with information on a national issue beyond our control impacting this process. Unfortunately, we do not have an ETA for resolution, but all schools affected by this issue have been informed of the delay. 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:06/26/2023

  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.

  This background check service is preventing me from starting my master's degree and my degree program is about to drop my application. I've waited weeks for my background check and have followed up regularly via email and phone. Since calling the customer service line, I've received an INSANE amount of unrelated spam calls that I've never incurred before. The customer service positions at ********************** are outsourced and I wonder if employees are selling information, such as phone numbers. I don't feel safe with this company handling my personal information and if I can start grad school on schedule I will be extremely upset.

  Business Response

  Date: 07/03/2023

  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 order was delayed from processing due to GA release not being received until 20 days after order date. Your order has since been completed. 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:05/12/2023

  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.

  Unfortunately, the school I am trying to attend uses CastleBranch to keep track of documents the students upload. My physical form has been pending since Tuesday 5/9/23. I sent a message informing them that I needed my physical to be cleared so I can register for classes, to which they responded by rejecting my physical claiming that it was missing something. I submitted the missing page on Thursday 5/11/23, and the physical form is STILL PENDING. I am now at risk of paying extra money because I will have to enroll in my classes late because of the carelessness and lack of sense of urgency from CastleBranch. Absolutely disgusting money hungry mess.

  Business Response

  Date: 05/23/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Please be assured that we did everything within our control to expedite your order. An individual from our User Experience has reached out to you about submitting your Fit Testing document. Should you need anything further, please contact us at any time by submitting an inquiry through your account or by using our chat function.
  

• Initial Complaint

  Date:01/23/2023

  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.

  Since November of 2022 I have been waiting for Castle Branch to complete my background check. on 1/19 I contacted the State of ******** and they completed my child abuse background check and sent it to Castle Branch. Castle Branch is now telling me they are not responsible for the back ground check 1/20 and did not receive any results. I AM AT RISK OF LOSING MY RESIDENCY AND NOT COMPLETING THE LAST PORTION OF MY PROGRAM. I was assured after several calls that a representitive would contact me but so far nothing.

  Business Response

  Date: 01/31/2023

  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 was completed on January 26, 2023 when your ** Abuse was completed. 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:01/13/2023

  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 attempted to communicate with castle branch multiple times. I have called their help desk and have NEVER gotten a response. They are not up to date with CDC and ****************** Guidelines and won't respond to inquiries. They continue to send "out of compliance" emails yet won't respond to a customer inquiry. All of my help desk tickets are marked "closed" but I have NEVER had an interaction with anyone from the company. I have asked to speak with someone with a clinical background to clarify issues but NEVER have gotten a response. They allegedly provide compliance services to half of the universities in the US but are TERRIBLE communicators.

  Business Response

  Date: 01/18/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. It appears as of today, 1/18, all of your inquiries have been responded to and a UES rep will reach out to you to confirm. 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:01/05/2023

  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.

  As a requirement to apply to my MSN program I had to purchase a package through CB. The cost was $122. I started uploading documents in November. I had a few questions that I sent to the support inquiry. Of which, I was two weeks before getting a response. May I mention the response was not helpful. The directions of what requirements are needed and on uploading are not clear. Many directions are simply just not listed, it's a learn on your own thing. Of which you pay $122 for. When you call the information line you are lucky if you get through. Of the 16 times I have called, I have spoke to two representatives. That was after over an hour and half wait on hold. This first time the gentleman simply said "sorry you must call your university for this question". The second time I was told that she seen the issue and she could fix it but chose not to and that "it was left to her own discretion " pathetic!!!. This is an awful third party program. I cringe to think I have to use it on an employer side now. I wish my $ was saved and that I never have to deal with this company but now my employer chose this company. I hope that my testimony and what they have obeserved me go through, they change their mind. I pray for the sake and pain of others they choose another company. Each time I they reject me it's a different reason. I resubmitted each time they ask and do as they ask. Again, I get rejected for another reason. I feel discriminated on and not treated fairly. My personal physician suggested that I report them to you. As she has witnessed my unfair treatment. These reports are time sensitive and these people do not care. They do not deliver in a timely manner. As I see, many people has reported the same treatment. Why do you allow this company to take consumers $ and not deliver??

  Business Response

  Date: 01/11/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Your Religious Exemption Requirement is awaiting school approval rather than CastleBranch's. 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. 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 **************.