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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

  • 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.

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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:07/19/2022

    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.
    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.

Castle Branch Inc is NOT a BBB Accredited Business.

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