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Business Profile

Background Checks

Castle Branch Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Background Checks.

Complaints

Customer Complaints Summary

  • 56 total complaints in the last 3 years.
  • 8 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/19/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 told by my university that I would need background checks through Castlebranch for Texas and Washington since those are where my future preceptors are located. I placed these orders on 07/12/2022. At the time of placing the order for Texas, I thought I had to buy the entire package. When the information came up on my "to do list" on Castlebranch I saw that it said I needed a new drug screen and new clinical requirements WN47. However, I know that I just completed my drug screen in Feb 2022 (need one after 1 year) and already completed all of the clinical requirements since it is the same one I have already completed. Seeing this, I reached out to my university to see if I need to do these all again and they said I would not need to do them again and only needed background checks. On 07/14/2022, I submitted an inquiry to Castlebranch informing them of me accidentally placing the new orders for a drug screen and clinical requirements on 07/12/2022 and how I don't actually need these so I asked if these could be cancelled and receive a refund. I cannot resubmit my application for my preceptor until this is resolved and the deadline is in about 1 week. If I don't get this resolved ASAP I will have to sit out this next quarter and not complete this rotation until Feb 2023. I hadn't received a response so I called Castlebranch on 07/17/2022 (40 min phone call). The guy said he would send a message to the team who deals with orders to resolve this. I checked today 07/18/2022 and had made no progress so I tried messaging them using their chat box, but the person said to call them instead. I called and finally talked with someone who said to wait and see if they resolve it by Wednesday and if not then I should call back (This was a 50 min phone call). I just want these removed from the requirements in my to do list since I have already completed these so I can submit my application. I am frustrated with the run around I have been getting with something so simple.

    Business Response

    Date: 09/27/2022

    Consumer Response /* (2000, 5, 2022/07/21) */ Hello! This has been resolved. Thank you! -********

  • Initial Complaint

    Date:07/08/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 name is ******** ******** and I paid 40.00$ to submit a background check 2 /weeks ago for lamar state college Port Arthur, tx so I can take CNA classes . The website says 3-5 business days. I need this resolved ASAP so I don't miss starting this semester. False advertising and waste of money ! Please help me BBB!

    Business Response

    Date: 09/27/2022

    Consumer Response /* (2000, 9, 2022/07/13) */ I just got my results back !! Thank you so much BBB I couldn't of done this without you !!! God bless !!

  • Initial Complaint

    Date:06/20/2022

    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 recently placed an order. I did not receive a confirmation email for the order and I was diverted to an "gateway error" page earlier instead of the order confirmation landing page as discussed. As directed by your site, I placed another order because if I did not end up on the order confirmation landing page, I was told the order was not charged/placed. For this order, I received an order confirmation email and the landing page with the order number. I attempted to speak with your customer service 3 times over the last few days and was met with lack of response and insufficient response. I explained this dilemma and they said they would process a refund for one order. However, I have yet to receive this refund and both charges have been finalized/processed on my bank account.

    Business Response

    Date: 08/02/2022

    Business Response /* (1000, 5, 2022/06/24) */ Thank you for taking the time to provide feedback regarding your experience with CastleBranch. A User Experience Support Supervisor will reach out to you directly to assist you. 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:05/31/2022

    Type:Service or Repair 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.
    As a student at Liberty University enrolled in the Masters School Counseling Program, I am required to get a background check. The school uses MBS Direct (PO Box *** ********* ** XXXXX) to collect the funds $98.50. I was charged on May 3, 2022 and told that I would be contacted by Castle Branch in 3-5 business days. It has now been a month. I have left text messages on their site. Sat on hold for 15 minutes, left a call back number. Then left another text message threatening to contact the FTC and BBB. Either they are horribly, horribly managed and thus warrant a complaint for they've gone belly up and taken my money with them. Any help would be greatly appreciated.

    Business Response

    Date: 08/01/2022

    Business Response /* (1000, 5, 2022/06/01) */ We have not received an order for the consumer information provided on this complaint. Note we are not affiliated with MBS Direct. Please have the user email [email protected] so we may further assist her.

Castle Branch Inc is NOT a BBB Accredited Business.

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