Complaints

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• Initial Complaint

  Date:06/19/2024

  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.

  On 4-2-24 myself and my husband, ******* **********, went to Background Check Specialist, Inc. to obtain a FBI background check for our application for Croatian citizenship. We explicitly stated that we needed a FBI background check for foreign citizenship. They took our identification documents, processed our fingerprints, and took our information to submit to the FBI. Several weeks went by before we finally received anything back. What we received back was a background check for the state of Ohio. We explained that this was not what we needed for our applications. We were advised that they could not provide what we needed. We asked for a refund of $100 ($50 each) because they couldn’t get us what we need. They refused to give us a refund. We have receipts specifically showing that an FBI background check was requested. This has caused us major inconvenience as we had to go to their office on four separate occasions and were not able to ultimately get what we need. It has also cost us valuable time in our application for citizenship to Croatia. We seek to be refunded the $100 we paid.

  

  Business Response

  Date: 07/18/2024

  Hello *****:
  

  My understanding of the issue is that I personally administered BCI/ FBI background checks for these two individuals before I left the country, and as we mostly do for other clients. According to my office, the person who was in charge while overseas stated that their BCI results only came in and they were asked to pick them up at our office as directed. The FBI check results usually take a longer time to process and basically are out of our hands but are in the hands of the civilian investigation department, under the Ohio Secretary of State. However, per our policy, we rendered the service duly, and therefore we cannot refund the amount requested since there was no fault of our own.

  
  
  In addition, we provided a phone number to the BCI office in Columbus to call and resolve the issue hence nothing else we could do for them.
  

  
  Thank you for your understanding
  

  Chris I*****
  

  

  Business Response

  Date: 07/19/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello *******:
  
  My understanding of the issue is that I personally administered FBI background checks on these
  two individuals before I left the country, as we mostly do for other clients. According to my office,
  one of them came to our office and collected the results. On another day, *** ******* **********
  came back and asked for an additional BCI check, and he paid no additional money for the
  service rendered. However, per our service policy, we do not refund money for the job correctly
  performed, rather they owed us the amount of $43.50 for the BCI check performed on
  05/20/2024.
  
  Thank you for your understanding
  Chris I*****

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  These statements are completely false.  On 4-2-24 myself and my husband went to Background Check Specialist Inc.  We specifically stated that we needed national "FBI background checks" in order to apply for dual citizenship for Croatia.  Chris had us fill out the paperwork and assured us they had done this many times in the past.  Please see the receipts attached with "FBI" specifically checked on the receipt.  After a few weeks we received back "Criminal History Record" checks from the Ohio Attorney General.  We explained that this is not what we need.  The actual FBI background check is issued by the US Department of Justice.  We went back and they assured us that mine would be correct even though *******'s came back incorrect.  They supposedly reprocessed the request for Gregory on 5-20-24.  After that *********** document came back and it was also a "Criminal History Record" checks from the Ohio Attorney General.  When ********s 2nd attempt also came back incorrect we did not return to have *********** redone.

  It is absurd to say that we owe $43.50.  ***** himself states that is for the "BCI
  check performed on 05/20/2024."  So he is admitting that it was not the correct national FBI background check that was ordered.  Furthermore, if we did actually owe them any money they would have reached out to us for payment.  On the contrary they have avoided our calls and not returned our voicemails.  They know they messed up and have not up until this point admitted it or taken responsibility for wasting two months of our time.  Quite simply, we did not get what we requested and what we paid for.

  I do not accept this explanation and will continue to seek reimbursement for the $100 we paid for which we did not receive the proper documents for.  I am extremely disappointed in Background Check Specialist Inc.  They took our money, did not provide the services agreed upon, gave us the run around, and most importantly cost us precious time in our pursuit of Croatian citizenship.  The documents I have attached speak for themselves.  They are wrong and owe us the $100 back.  I will pursue this in Cuyahoga County Small Claims court if we are not issued the refund we are due promptly.

  
  
  
  Regards,
  
  
  ***** **********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 07/24/2024

  Hello, **** *******:
  Again, **** ************* ******* ************ FBI
  background check was completed by the BCI office and has been sent back to the
  requested address, ***** * ******** ****** ***** **** **** *****. They came and
  claimed them for the first time, according to my understanding. However, they
  came back and said that it was a BCI result and not the FBI. To this effect, my
  office called the office of the BCI, requesting a re-send. The BCI office has
  sent Mrs. *********** results, and they are pending in our office waiting for
  collection, but she didn't come. As I said in my last write-up, we do not have
  control when the results will arrive at our office as a client requested, and
  it is only when the BCI office mails to our office that we know and have
  control. Notwithstanding, if he or she has any problem(s) regarding the FBI
  background check result(s), they need to contact the BCI office hence we did
  our part correctly. Subsequently, her husband ******* ********** still owed us
  the amount of $45.50 for the BCI administered over to him.
  Attached is the FBI background check result for **** ********* ********** that is still waiting for collection in our office.
  Thank you for your understanding.
  Chris I*****

  Customer Answer

  Date: 07/25/2024

  Chris I*****,
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  This response is ridiculous and further evidence that you
  did not provide what was requested and paid for.  FBI stands for Federal Bureau of Investigation;
  the FBI is a national security organization. 
  The documentation that you have attached as your proof is clearly from David
  Yost, Ohio Attorney General.  Furthermore,
  the document specifically states in bold that it is for the “purpose of
  determining the suitability of the applicant for employment or applicant’s
  qualification for licensing or employment.” 
  This is insufficient for the purpose of obtaining Croation citizenship.
  

  A state department cannot issue a national document.  Therefore the “Criminal History Record Check”
  that was provided to both myself and Gregory is incorrect.  An FBI background check is issued by the U.S.
  Department of Justice.  A legitimate FBI
  Background check is attached here for your education. 
  We continue to be dissatisfied in your response as it is
  completely incorrect.  We demand a refund
  of $100 or we will file against you in Cuyahoga County Small Claims Court.
  Thank you,
  ***** **********
  
  
  
  Regards,
  
  
  
  ***** **********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 07/25/2024

  Hello, ********

  
  Indeed, I received Mrs. ***** **********'s response, and her reasoning and understanding is lacking of how the process works. However, she must know that the state of Ohio (BCI) partners with the Federal Bureau of Investigation to perform FBI background checks for companies, government institutions, organizations and others. Subsequently, she needs to know that Background Check Specialist, Inc has been rendering services of this nature to people and for the same purpose as hers, and no single person has taken us through what **** ********** has done. For the last time, we have her FBI background check results with the complete details of her undertakings, and we cannot attach them for you or anybody else to read them. As a reminder, the balance of $45.00 is still outstanding and needs to be paid.
  

  
  
  Thank you

  
  
  Chris I*****