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:09/30/2022

  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 am about to get kicked out of grad school because of this company. I have submitted FOUR negative TB tests - the first time it said blood test rejected (quantiferon which is FDA approved and the gold standard), must have two negative skin tests. Submitted two negative skin tests - rejected BC they were 6 days apart. Got another negative skin test (this is crazy!) -rejected. Now says they want a blood test (are you joking or are you trying to make me sick?). Second - I have uploaded my malpractice insurance declarations page at least 5 times in 5 different ways and each time they say "it's a blank form." I faxed it - still rejected. My background check says pending after A MONTH. I have tried to call 4 times and your just on hold for hours. I am also filing a complaint with my university today.

  Business Response

  Date: 01/22/2023

  Business Response /* (1000, 5, 2022/10/04) */ Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We are pleased to see that your order is now complete. 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 X-XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They STILL refuse to let me start clinicals. My background check STILL says pending review. They don't answer the phone. Literally hours on hold. They don't respond to chat requests. They don't respond to emails. I have filed a complaint with my school I'm

• Initial Complaint

  Date:09/28/2022

  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 bought a background check from Castle Branch, required for nursing school on 9/7/22. On their website it states that background checks clear in 48-72 business hours. I have sent multiple emails, text messages and called (hold times from 30 minutes to well over an hour), just to be told it will be complete the next day, or at the latest in 2 business days. Its now been 14 business days and my background check has been completed but in pending status waiting on a date stamp. No one seems to know when this will happen and my deadline for my nursing application is on the immediate horizon. I am absolutely DREADING having to use this company for my future medical documents and drug testing. The sheer level of incompetence at castle branch is unapparelled. I have no idea how this company remains in business or why any institution or business would have anything to do with these people. Castle branch--if you read this, please sign off on my background check so that I can apply to nursing school and not have all my hard work flushed down the toilet. Thanks.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/05) */ I think we are good to go on this one. Consumer Response /* (2000, 7, 2022/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/18/2022

  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 was refer to get my background and drug testing from my school Eastern Gateway Community College. I'm in the Social work program for my practicum and contact is ****** ******** The requirements for the social work program is to get background check from Castle Branch and they will submit to the school. I got my background check and drug test done in July 2022. I have been calling Castle Branch since August 2022 checking the status. Each agent makes up stuff saying in should be done in 14days or still waiting for it posted. Or they will put in a ticket. I use chat option numerous of times for someone call me back they never do. Or got email message but it's never nothing that is resolving the issue. They now they me it could take up to 14 weeks for posted the results. I can't wait that long my class will be over December 2, 2022 is when my class is over I need this class in order to graduate this is my last class. I got two back ground checks done at the same time one sent to the place where will be doing the practicum and the other sent to the Castle Branch . The practicum place got the results in two weeks. While Castle Branch still didn't get it or they didn't send it to my school. The other company get so quick in two weeks and I use same company to get my background check. I see on Better Business Bureau Website Castle Branch has so many complaints concerning this issue . They need stop this company for taking clients since they can't serve the one's they have now. I don't know why Eastern Gateway Community College school would have any involvement with this company. I just need them to get results posted and get it to my school. So, I passed this class and they need to do their job correctly. The recording said that it was 30minute wait I waited over two hours before someone answered the phone. Each time I let them know the importance of the stuff being posted that need it for class in order to graduate. But it not issue to them but this matters to me.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 6, 2022/09/30) */ 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, including fingerprint results. State agencies and other organizations work diligently to process these requests, and some searches take an extended processing time. The fingerprint results will be (and may already have been) reported directly to your school. 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 X-XXX-XXX-XXXX.

• Initial Complaint

  Date:09/15/2022

  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.

  Used Castle branch for school purposes and needed a background check and drug screening. Background check came back in a timely fashion, however I had to do all the leg work for the drug screening. The drug screening process should only be a few days. However, mine has been over 2 weeks. I start clinical in 5 days and need my results uploaded asap. I had sent a message through the portal asking where my results are. I proceeded to call as well, because a response from the message center could take 3 business days- which is ridiculous. I called and was informed that I had to call to do a medical review with Labcorp for them to release my results... Instead of giving me the medical review phone number the representative gave me the number to the billing department. I would have called back, but I waited on hold the first time for over 1/2 hour.. The billing department at Labcorp gave me a number to call, which would not give me any information. They informed me castlebranch needed to call as they could not release any information to me. This attempt did not include all the transfers and hold times I received with Lapcorp getting run around answers. I was never informed that a medical review was required. This should have been brought to my attention asap, I shouldn't of had to call and figure out all of this myself. I paid a hefty fee of $175 and I feel as if I am doing castlebranch's job for them. I have wasted over 2 days on this. I am a student and single mom, so doing this took time away from my son and school work. I did end up receiving a response from the portal and was given the correct number to call for the medical review. Which I have done... However my results are still not posted... I am extremely disappointed that this process is taking so long.. I am also annoyed that I had to do the work myself... if you are going to make customers do your work for you, then you shouldn't be in business or at least charge a lot less for services..

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/20) */ Thank you for providing feedback regarding your experience with CastleBranch. We apologize for the inconvenience you have experienced while going through the process to gain clinical compliance. We are pleased to see that your order was completed on September 15, 2022. 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 1-888-914-7279.

• Initial Complaint

  Date:09/01/2022

  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.

  My background check hasn't come back yet for castle branch

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/09/09) */ 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 are pleased to see that your order was completed on September 2, 2022. 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 X-XXX-XXX-XXXX.

• Initial Complaint

  Date:08/23/2022

  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 am joining an LPN program and they require documents to be uploaded to Castlebranch. I am required to show proof of COVID 19 Vaccination. I received my COVID Vaccine and submitted the proof but Castlebranch denied the vaccine because it was the Novavax instead of the other 3 providers. The Novavax Vaccine has been approved in the United States. I tried calling Castlebranch and waited on hold for more than an hour with no answer.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/08/25) */ Thank you for providing feedback regarding your experience with CastleBranch. It appears that our User Experience team reached out to you on August 24, 2022, to inform you that your submission has been accepted. 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 1-888-914-7279. Consumer Response /* (2000, 7, 2022/08/25) */ I heard from the company directly and would like to close this case. ****** ********

• Initial Complaint

  Date:08/11/2022

  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 to have a background check completed for prior to submitting an application to graduate school. It has been almost 30 days now and it is not complete. I have filed multiple requests for status updates and help and am given generic responses. The last one I received was that I cannot be refunded because the order was place in July. Additionally, when I try to call to speak to a representative, I wait for over an hour on hold and no one answers even when the automated recording says I'm the only one in line. They do not return calls. My record check is incomplete, and I want a refund because they have not fulfilled their part of the agreement. I no longer need the record check because too much time has passed.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/08/18) */ 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 are pleased to see that your order was completed on August 14, 2022. 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 1-888-914-7279.

• Initial Complaint

  Date:08/08/2022

  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 had to pay 179 dollars to use this program for school, to submit my background check, drug test and vaccinations. I submitted my background check over a month ago. I am unemployed, but gave them my previous experience. Over a month later they say they are "still trying to verify employment" and don't have results for me. I am days away from losing my spot in the nursing program and castlebranch does not care. They close every ticket I open. I have had several level 2 background checks in my life. Castlebranch is saying they can't get ahold of the employer. I gave them information for 2 precious employers. I'm not sure why they need to call them to talk to them if it's old work history and I don't work there at the moment. But fine I gave them the information, and they still won't submit the background check to my school. I need this resolved so I don't lose my spot. I have worked very hard to get here and I don't deserve this.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/08/15) */ 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 are pleased to see that your order has now 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 1-888-914-7279.

• Initial Complaint

  Date:07/29/2022

  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 currently have a background check that is being completed by this company. They do NOT make any attempts to actually work with you to resolve things. My HR recruiter at my company told me they mentioned to her it would be 3 business days before the report was completed. It's been well over that and the report has still not been completed. I called them ok this week and inquired as to the status of my background check, only for them to tell me they will "have someone check daily" they STILL never gave a turnaround timeframe and yet my background check and job are still pending. These are clearly shady practices and they do not actually have anyone checking anything. There's no reason why one item should take weeks and weeks to be completed.

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/08/08) */ 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 are pleased to see that your order was completed on July 29, 2022. 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 X-XXX-XXX-XXXX.

• Initial Complaint

  Date:07/19/2022

  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 uploaded 2 documents on Monday and only one document was approved 5 days later. I have called Castlebranch and have been on hold 2 times for an hour each time with no answer. I am now locked out of my class. This company needs to hire more people or close. Another company needs be their competitor so they get better.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/07/26) */ Thank you for providing feedback regarding your experience with CastleBranch. Please know that CastleBranch is fully committed to upholding and delivering the highest level of industry compliance measures and client satisfaction. Our records indicate that the documents you uploaded were both approved within 72 hours of upload. We are pleased to note that your order is now complete and viewable on your MyCB account. If you should still require assistance, please reach out to us using our online chat feature, or phone at 1-888-723-4263. We will do our best to assist you as quickly as possible. Thank you again for contacting us and providing feedback.