Complaints

This profile includes complaints for Kroll's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kroll

  1200 Broadway Ste. 711 Nashville, TN 37203

  
• 

  Kroll, Inc.

  125 High St, 30th Floor Boston, MA 02110-2704

• 

  Kroll

  1700 Pacific Ave Suite 1600 Dallas, TX 75201-4617

• 

  Kroll

  600 3rd Ave Fl 4 New York, NY 10016-1919

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:11/29/2023

  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 a class member in Contant ** **** of America. Kroll/******* Claims are the administrator of our class action settlement The reference numbers for my claims are:WCF0185780, WCF0189815, WCF0186131. I am in the top 1% of all class members. I have been in periodic contact with ******* Claims and ***************** about the aforementioned case over the last 34 months. ****** ******** updated me on the case periodically but has lost it's willingness to do so. ******* has never been the least bit helpful in updating me on the case because whoever answers the phone knows nothing and then tells me that someone will call me back or e-mail back but never does.More recently I spoke to ********************* at ******* about our case who was unwilling to give any information at all about the aforementioned case. In fact, he laughed in my face when I told him why there are statistics about cases such as mine. Please listen to the recorded line. I am shocked at your corporate culture that you would tolerate such conduct from a manager of 16 years. I am well-acquainted with the status of this case up until November 17th when AMA's right to appeal a judges order expired. My understanding is that after their appeal expired the case was to move to a distribution phase and I have asked class counsel (****** ********) and ******* for a broad window in time for when that might take place so that I may put this on my calendar to check on in the future. Neither one has been willing to characterize in any way whatsoever for when a distribution might take place or offer any detail about the process. In fact, they don't want to go into any detail whatsoever about the case. I pay Kroll/******* an administrative fee for their services over the years but when asked how much they are charging me and other fees charged to my account they declined to answer. In fact, the only answer they might give to any question is to "check the website".

  

  Business Response

  Date: 11/30/2023

  Hello,

  On November 28, 2023, A Senior Director for Kroll ************************* reached out via phone to ************** and provided a satisfactory response. ************** was provided a direct phone number for any *************** regarding the Class Action Settlement.

   

  Thank you.

• Initial Complaint

  Date:11/16/2023

  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.

  I have been attempting to contact these people since the middle of August 2023. My 93 year old mother had personal information hacked twice from two different businesses that held her data. She was supposed to get free credit monitoring from Kroll . I tried to find a phone number for customer service in her letter advising of the breach.. When I couldn't, I went online and I found a number for Kroll's ********* office. The person there asked how I got that number. I explained that I called the closest office to me. He said someone would contact me. Four weeks later, I got an email from them giving me their customer service number. I called that number numerous times, always being placed on hold for hours, never making contact. I tried and tried to contact this company. These people do not deserve a high rating from the BBB when they are such a fraud. For over three months I tried to set up this protection for my mother. Now the time to apply for the free coverage has expired. Yet, I am sure Kroll received payment for this coverage. Take away the high rating., I need to go somewhere else for the monitoring to protect my mother. ****** will charge a couple of hundred dollars for similar coverage. Kroll is more that negligent in dealing with people who are supposed to have coverage.

  Customer Answer

  Date: 12/05/2023

  I finally got someone to assist me yesterday, after five months.  Now another department keeps calling me to help.  When I call them back and explain it is done, I get somebody else and they want more information.  Truly disgusting.

• Initial Complaint

  Date:11/15/2023

  Type:Billing 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 received a letter from PBI saying there had been a data breach and my information was involved. They offered 2 years credit monitoring by Kroll. I tried to register with Kroll but the system freezes and is unresponsive. I called PBI on 10/11/23 and assumed I was registered. However, I received a letter yesterday stating I could only be registered with Kroll on line. This is very frustrating since again Kroll system is unresponsive when I try to register. At this point I do not know how to proceed.

  

  Business Response

  Date: 12/04/2023

  We regret the difficulty **************** has experienced in enrolling in Kroll services. We attempted to contact her to assist with the enrollment process on 11/16/2023, 12/1/2023, and twice on 12/4/2023 but have been unable to reach her. **************** may call us at ************ between 7AM and 7PM Central time if assistance is still needed.

• Initial Complaint

  Date:10/30/2023

  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.

  Even after emailing and contacting them they ignored the messages . The business failed to issue my check for **** v Godiva Class Action Payment claim # : #WCF0253288 to my address ************************************************************************** Thanks Uday Tangs

  

  Business Response

  Date: 10/31/2023

  Hello,

  A check was reissued to the address mentioned in this request in mid-August. The check was not returned to us and thus was delivered.We are no longer reissuing payments in this case.  

  Thanks

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20793039
  
  I am rejecting this response because: This response is not acceptable. The business has been non responsive too any requests of check  issuance

  after they were clearly informed that no check has been received because they might have made a mistake in address. I have informed delivery and thee is no image of check being received . They are responsible for re-issuance which they have clearly failed to do and now telling timeline has expired after ignorning requests on purpose all this time
  
  Sincerely,
  
  Uday Tangs

  

  Business Response

  Date: 12/01/2023

  We mailed an initial check in **** to the ************** address that was provided to us on ***** claim form.  This check was not cashed.

   Uday contacted us and requested a check be reissued.  We stopped payment on the initial check and sent a check reissue on August 18 to the ******************* address. This check has not been cashed.

  Uday has emailed a few times inquiring about the check. On 11/13 we received the August 18 check returned to us from the ****************** ************** indicating Uday is not at the ********** address, even though Uday continues to state that is the residency.
  

  We attempted to contact Uday at the phone number provided to us on the claim form filed, but that number appears to not be in service (all we get is a busy signal).
  

  We have now emailed Uday asking for contact information so we can reach out to obtain payment information to get the payment issued.
  
  As you see, we have taken action on our end.  Unfortunately, we are getting some information from Uday that does not appear to be correct information.
  
  We will continue our efforts to resolve this matter.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20793039
  
  I am rejecting this response because: I am rejecting this response because the business failed to communicate with me until i filed this complaint through BBB. All i got is templated responses without any specific information which they are providing now. Unfortunately the August check was never recieved although i was there and it may be lost by **** or was never sent . Since my lease was up i have now moved . The business confirmed  they received the check back from **** in November which means **** was not able to forward and clearly told the business my new address and they need to forward to but the business took no action and kept the check. The new address that the check can be forwarded to is 

  ************************************************************************

  
  Request BBB to keep the case open until the business sends the check and i can confirm back
  
  Sincerely,
  
  Uday Tangs
  
  

  

  Business Response

  Date: 12/11/2023

  We have come to recognize that there are multiple parties at this same address (*********************************************************) that have made numerous attempts to receive payments in varying cases across our organization.  In each instance, we have determined the claimant(s) to be ineligible for payment for a variety of reasons and, accordingly, settlement payments have been denied.  When they have contacted us, we have advised that the claims they have made have been deemed ineligible for payment. Notwithstanding, these claimants continue their attempts at collection, even going so far as to file multiple complaints with your organization. Please note that to the extent you have a list of bad actors, these claimants should be added to that list.
  
  Should you have any additional questions or concerns regarding these inquiries, please feel free to contact us.

  

  Business Response

  Date: 12/13/2023

  After internal discussion, Kroll will not be able to provide the BBB with a comprehensive list of names as requested. We are continuing to take steps internally to address the situation. 

• Initial Complaint

  Date:10/24/2023

  Type:Product 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 received a letter dated August 4, 2023. It stated there was a data breach involving my pension information. Due to this breach Kroll ********** services were enlisted to mitigate the risks associated with said breach. In addition to myself and my wife my grandson also received a letter. His letter was addressed to me as his guardian; however, he is no longer a minor. I have tried to enroll him for ****************** however the website rejects the application due his age (over 18).I have called their supplied phone number several times over the past two weeks and made zero progress in resolving the issue. The deadline for enrollment is November 2, 2023 and I am worried that he will not have the benefit of this service to protect him from identity fraud.

  Customer Answer

  Date: 10/27/2023

  When I called the number provided in your 'take action' response, I was told by the automated telephone voice to hang up and call the number provided in the original letter from Kroll.  The phone number in the original letter is back to where I started from. This was no help at all.

  

  Business Response

  Date: 12/01/2023

  Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20768965
  
  I am rejecting this response because:

  In spite of filing this complaint and making several calls to this business there has been absolutely no effort on the behalf of the business to resolve the issue.

  Twice I was told that the matter was being "escalated" to bring about resolution and the business would get back to me. They never did, I have no more time to waste on this company.  I am afraid there is no response that this business could provide at this point that could justify their total lack of effort to address the matter. The time sensitive requirement for resolution has passed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/06/2023

  Kroll regrets the difficulty **************** had enrolling his beneficiary into Kroll services. We attempted to reach him on 10/27/2023, twice on 12/5/2023 and once on 12/6/2023. We are happy to assist in resolving this issue. We will continue to try to contact him to resolve the issue or he can call us at ************ between 7AM and 7PM Central Time, Monday thru Friday. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20768965
  
  I am rejecting this response because:

  First off, Kroll has taken care of the matter, and I am satisfied with the outcome.

  However, their response has nothing to do with the resolution of my complaint. It is disappointing that once they finally resolved the problem, they would issue such a say nothing response.

  Why not respond like "after several phone calls and adjustments on our end we were able to resolve ******************** issue"? Take some credit when you deserve it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/02/2023

  Type:Product 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 received a notification about a breach of ***. Tried going to Kroll's web site and entered the membership number for identity monitoring for one free year as there was a breach at PBI. (EBDM28446-P). Kroll's site would not accept this number even thou I entered it a few times where the site wanted it. Next I called the phone number for the ** office, went thru the menu and I got hung up on 3 times. Not sure if I really want this company to protect MY identity.Can someone please get back to me *************************** ************

  

  Business Response

  Date: 10/03/2023

  Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.

• Initial Complaint

  Date:10/02/2023

  Type:Product 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.

  My personal data was compromised in two separate events involving two different companies of which I was a client. Company A enlisted the services of Kroll Monitoring who sent me the info necessary to set up an account for credit monitoring. That was fine. A couple of weeks later, I was notified by a second company of a breach. They also enlisted Kroll. When I attempted to sign up I couldn't because my email address was already connected to the first case. That's stupid! I had to set up a second email address just to be able to work with Kroll. I contacted them by e-mail on 9/13. On 9/22 I received an e-mail stating the following: "Thank you for contacting Kroll. We apologize that we have been unable to respond to your email. If you still need assistance, please contact us at **************." Even more stupid!!So I called on 9/26 and was told I would be called back and that my wait time would be approximately 7 minutes. This was several hours before their service center was to close for the day. Here it is, more than 2 full days later and still no return call.Also on 9/26 I sent a follow-up e-mail describing all of this to Kroll. Today, 9/28, here is the response I get: "Thank you for contacting Kroll's Product Support team. Thank you for your feedback. We apologize about your experience." That's the whole message...beyond stupid!!!!I want answers from these jerks. I want them to understand the hardship and risk caused by their system being so primitive that it can only connect one case to an e-mail and that an additional address has to be created. I want a sincere, meaningful apology for their abysmally poor customer service as described above. Finally, I want proof that they have contacted the two companies that have hired them to handle my cases, explaining to them the deficiencies in their product. There's no way these jerks are A rated at BBB but that's what your site says.

  Customer Answer

  Date: 10/03/2023

  I did call Kroll.  That is part of my complaint--they did not respond.  Here is the history again:

  I sent them an e-mail with my original concerns regarding their process and practices.  Nine days passed before I got a response.  The response said they were sorry they hadn't been able to answer my e-mail and that if I still needed help to call them (by the way, that is a completely stupid response).  So I called them at the number provided.  I was on hold for a while, getting the usual "we're experiencing heavy call volumes" message.  Then a recording said they could give me a call back based on where I was in the line and estimated the wait to be 7 minutes.  Nearly 90 minutes later I hadn't heard anything so I sent them another e-mail (that wait of nearly 90 minutes was entirely within the time period that their customer service center was open).  That is also when I contacted the BBB.  Two or three days later I got an e-mail saying "Thank you for your feedback.  We apologize about your experience."  That's even dumber than the first e-mail!  I sent them yet another e-mail.  Today I got a totally unacceptable response in a tone that sounded like they were really put out with me daring to bother them.  I have responded to it.  Note that I do not consider their response sufficient in any way and will not accept it as closing my complaint.  

  

  Business Response

  Date: 10/13/2023

  Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.

  Customer Answer

  Date: 10/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The resolution offered is not exactly satisfactory and I am disappointed that they refuse to acknowledge the obvious deficiencies in their process.  However, I see little point in continuing to bicker with them.  I have complained about them to the companies that have engaged them so perhaps they can make an impression on Kroll.  Thanks for at least getting them to acknowledge my complaint and respond politely.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/27/2023

  Type:Product 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 received a letter from ***** saying there's been a data breach of a third party service related to Patelco CU, and that ***** has established a dedicated call center to answer questions. However, fishy things started happening when I called the Sovos dedicated # that make me think things are not quite right. First, after about 7 minutes on hold (lucky it was that short given other waiting times I've read about), the answering person identified themselves as Kroll instead of Sovos, but the Sovos letter said ***** established the dedicated call center with no mention that center was to be Kroll-owned (only that Kroll was to be the credit monitoring service). Second, the person asked me to provide the "Member Number" from the letter, but the letter calls it a "****** monitoring code". I am leery that this might be a scam so I asked why they're calling it a Member Number instead of what the letter states as the ****** monitoring code. The person was not able to answer my question, and then proceeded to call it an "Activation Number"--again, inconsistent. I asked to speak to her supervisor, but she said they were not available; she took my name, address and phone number and said someone would call me back. Based on other complaints about Kroll on this BBB site, I don't expect that will be anytime soon. This whole situation is starting out as quite a cluster, and in reading other complaints, it's only going to get worse if/when I try to sign up for the Kroll credit monitoring service. This does not sound like a legitimate professional endeavor, but rather, has the makings of a scam at worst, or a shoddy unprofessional service at best (in which case I wonder how much help Kroll would actually be in providing it's services of ****** Monitoring, ***************************** Theft Restoration). I verified independently with ******* that there was a third-party provider data breach, but have become VERY suspect of the professional resolution. Awaiting my callback.

  

  Business Response

  Date: 10/08/2023

  Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.

• Initial Complaint

  Date:09/26/2023

  Type:Billing 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.

  Received notification of PBI data breach on 8/8/2023 which indicates my personal information was disclosed and wherein Kroll was selected as 2-year free credit monitoring service. Cannot complete the Kroll enrollment process due to errors and invalid information presented during the identity validation process. Account locked out after 3 attempts even though accurate and valid information was provided as responses to identity questions. (Have NEVER failed an identity validation previously and have done so many times with **************** Banks, and Credit Card Companies, etc.) Attempted contact to number provided by Kroll for close to 2 months now. Have waited on hold with no answer for over 8 hours in total to date. Have attempted to contact Kroll at the numbers provided on their website and as provided in the notification letter to no avail.

  Customer Answer

  Date: 09/26/2023

  We have followed ALL suggested steps and attempted to contact Kroll via ALL known and/or published numbers.

  No answer after waiting MANY hours.

  Customer Answer

  Date: 09/26/2023

  Kroll's ********************* Services did NOT work and as per the message received on the website we have called the number provided repeatedly to no avail.

  We have provided accurate information to all identity verification questions and Kroll's systems have repeatedly indicated otherwise which is false.  We can attest to 2 important factors - (1) Indentity verification via Experian has been performed successfully in the past and most recently with ***************** and (2) The person entering the information is the person being verified and is only looking for assistance as to why this is occurring and to rectify the situation so that the provided credit monitoring resulting from the data breach of one of Kroll's customers is provided as indicated in the mailings received.

  

  Business Response

  Date: 12/01/2023

  Tell us why here...Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.

• Initial Complaint

  Date:09/22/2023

  Type:Product 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 have received 2 separate instances with 2 different places of business where my information has been compromised. Childrens national hospital and ***** Fargo. I have tried several times to contact kroll monitoring and have not received any resolution. In the letters received they have offered 2 years free credit monitoring and that is severely unacceptable. I am seeking a monetary resolution.

  Customer Answer

  Date: 09/23/2023

  I know my information has been breached and I do believe it has to do with this kroll monitoring issue.

  **************************** is my former employer and I used to bank with ***** Fargo. 

  my very personal information has been used against me and stolen.  

  

  Business Response

  Date: 10/08/2023

  Thank you for your feedback. We were glad to be able to connect with you and provide you with some resources to help address your concerns. Please dont hesitate to reach out if you have any additional questions.