We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Background Checks

Castle Branch Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Background Checks.

Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/03/2023

    Type:Delivery Issues
    Status:
    Answered
    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 **************.

  • Initial Complaint

    Date:07/28/2023

    Type:Customer Service Issues
    Status:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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 **************.

Castle Branch Inc is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.