Complaints

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made an appointment to be fingerprinted with Identogo on 3/14/2022 I prepaid paid by debit card over the phone when I made the appointment.I went to my appointment on 4/13/2022. The woman who did my fingerprints said she could not confirm that I had prepaid and that I would have to pay again and then seek a refund. I did not have much choice since the fingerprints were required by for my job.When I called their customer service number I was told I needed to send an email to get my refund.I sent the email with all of the required information.I never received my refund. I have since tried calling customer service and cannot talk to a person.I am still owed $35.00. My bank statement shows the 2 charges; one from Morpho Trust and the other from Identogo for $35.00 each.

  Business response

  05/13/2022

  We appreciate ********************** submitting his complaint so we could have the opportunity to review this issue. We have reviewed the applicant's records and can confirm that he did indeed make two payments for the same services. We have issued a refund from our system and this should be reflected within the applicant's account within 7 to 10 business days. We apologize for the delay in getting this handled and look forward to assisting ********************** with his fingerprint needs in the future.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 19, 2022 I paid $85 for a pre check TSAA pass, was told 3-5 days, 60 at most, I have been waiting over 90 days. I called today (5/10/22) and was told NOTHING HAS EVEN BEEN DONE ON THE APPLICATION. It is a scam, they take your money and do nothing.

  Business response

  05/13/2022

  Some adjudications take longer than others. This application was one of those that took longer than expected but, we are happy to report that he was approved today. His KTN will be viewable online in approximately 3 days.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Earlier today, I had an appointment at the IdenToGo location in ************. I was there for live-scan fingerprinting services. Given that my drive was 35 minutes in duration, my lower back pain was becoming more pronounced as I waited in the lobby so I stood up to relieve the pinched nerve. Shortly thereafter, a lady that manages the location asked me to take a seat. I explained that I need to stand momentarily due to my back pain. She then asked me to wait outside. I told her it's cold and raining outside. She then asked me to wait in my car. I mentioned that waiting in my car would require sitting as well. I told her I need to stand until my pain subsides. She became infuriated and said she would refuse to fingerprint me. I asked "why? you're retaliating against me because of a medical condition?" She said that I can go to another location because she would not serve me at this location.She then walked over to an employee that's handling fingerprinting appointments and asked him to remove me from the queue of customers to be fingerprinted. I asked the gentleman how is she legally able to treat customers with such hostility. He said he'd lose his job if he doesn't do as he's told. He said her name is ****************. I proceeded to contact corporate to explain the situation.The **** Center supervisor, *****, was willing to speak toMs. ****** but she refused to speak with her - instead,she said she would call her after 6 PM EST. ***** said she leaves at 6 PM EST so she wouldn't be able to take a call after 6 PM. ***** outlined that she's escalated my complaint to the **** Center ******** ******* and that the complaint would also be received by the regional manager for this branch location. Following the complaint to corporate, I contacted the local police department.Officer ****** arrived at the location and documented the situation. He also noted how uncooperative **************** was being with him. The police report with the **************** PD is 22-18725.

  Business response

  05/16/2022

  Our District Manager has spoken to the applicant who made the complaint and will be assisting in scheduling the applicant for the requested service at no cost elsewhere. We, of course, apologized profusely for the actions of this subcontractor and the ***************** in question is no longer open for IDEMIA/IdentoGO services. Many thanks for reporting the issue!

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Earlier today, I had an appointment at the IdenToGo location in ************. I was there for live-scan fingerprinting services. Given that my drive was 35 minutes in duration, my lower back pain was becoming more pronounced as I waited in the lobby so I stood up to relieve the pinched nerve. Shortly thereafter, a lady that manages the location asked me to take a seat. I explained that I need to stand momentarily due to my back pain. She then asked me to wait outside. I told her it's cold and raining outside. She then asked me to wait in my car. I mentioned that waiting in my car would require sitting as well. I told her I need to stand until my pain subsides. She became infuriated and said she would refuse to fingerprint me. I asked "why? you're retaliating against me because of a medical condition?" She said that I can go to another location because she would not serve me at this location. She then walked over to an employee that's handling fingerprinting appointments and asked him to remove me from the queue of customers to be fingerprinted. I asked the gentleman how is she legally able to treat customers with such hostility. He said he'd lose his job if he doesn't do as he's told. He said her name is ****************. I proceeded to contact corporate to explain the situation. The **** Center supervisor, *****, was willing to speak to **************** but she refused to speak with her - instead, she said she would call her after 6 PM EST. ***** said she leaves at 6 PM EST so she wouldn't be able to take a call after 6 PM. ***** outlined that she's escalated my complaint to the **** Center ******** ******* and that the complaint would also be received by the regional manager for this branch location.Following the complaint to corporate, I contacted the local police department. Officer ****** arrived at the location and documented the situation. He also noted how uncooperative **************** was being with him. The police report with the **************** PD is 22-18725.

  Business response

  05/09/2022

  Our District Manager has spoken to the applicant who made the complaint and will be assisting in scheduling the applicant for the requested service at no cost elsewhere.  We, of course, apologized profusely for the actions of this subcontractor and the ***************** in question is no longer open for IDEMIA/IdentoGO services.  Many thanks for reporting the issue!Tell us why here...

  Customer response

  05/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  First and foremost, I appreciate the response by the business in which they have severed ties with the hostile subcontractor. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  

  That being said, I am disheartened that the business had been aware of the repeat offenses by the subcontractor yet did not take the necessary measures, sooner, to protect its clientele and the lackluster level of customer service delivered at this locations. Please do better for your customers in the event this is manifesting elsewhere. Your core competency as an organization is to be customer*centric as your very niche is client*facing, so please ensure that this mantra permeates throughout your organization, including your subcontractors who serve as your ambassadors.
  
  Finally, I am grateful that the alternate location (********, **) has been equipped with the required tools in order to fulfill the fingerprinting services. I can attest that I was at the alternate location this morning and was assisted by ****** and Maya * they were both extremely "professional", accommodating, and helpful. 
  
  Thank you to BBB for their intervention in this matter.
  
  Regards,
  
  *******************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/21, I applied for TSA pre-check at Identogo in *********, ** and paid $85. The person working at the location was very courteous and told me my app would be submitted soon. As of today, 10 days later, the system says that the application has not even been submitted to TSA. Enrollment Received Your enrollment has been received and is being processed for delivery to TSA.Please advise

  Business response

  05/05/2022

  There is a misunderstanding. The current status of your application, since 04/22, has been "TSA Submission Completed". Approval can take up to 60 days. Please be patient.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This organization is a cash cow monopoly per Idemia contractings. Change my mind.1) I am a *** resident who was simply trying to get my HME finger printing done for my CDL. IdentoGo Failed 3 times to send me to the proper offices, simply to rebut to me on the phone that they are not contracted with *** offices for HME. -BRONX STAPLES (FAILED)-****** ** (FAILED)-WOODSIDE, QUEENS (FAILED to set up appt for 1545FT properly)I contacted my *** Hazmat unit, which stated they ONLY take printing and BG check submitted through the IdentoGO/Idemia system, even after TWIC (*************,BG CHECK), NYPD Certificate of Conduct, and BG check were filed. This is what a monopoly DOES.2) The price for IdentoGO's hazmat printing and BG check is final $148.25, Not $86.50 as the company immediately falsely advertises, via email, website. The final email I received did NOT include the price for the correct appt made after 3 attempts... This is price gouging, as *** and specifically *** is known for better money than most states. 3) POORLY TRAINED PHONE OPERATORS/COORDINATION.***People are holding on by a thread out here and this what gauntlet I had to go through. No actual way of making contact with the physical employee centers where the prints are taken has cost me time and PRECIOUS money, since somebody wanted to get me off of the phone quickly, and send a QUEENS resident to ******, ** where I was again rejected by miserable employees.This is unprofessional and unacceptable as this simple process could not be completed in a timely manner. I am absolutely livid that *** Hazmat CDL drivers are now trapped by this sloppy monopoly via DMV and shareholding. Idemia, you are what ********** trying to do hair looks like, and I should have never been inconvenienced and over charged like this. I am Trucker, and I say, you better get contracted and organized in the busiest state in the ** before the lawsuits start rolling in.It's Called 1545FT *** HME.I am revolted.

  Business response

  05/04/2022

  It is our position that most of the applicants complaint is a result of some of the unique statutes for the state of ********. When looking for a hazmat endorsement through the internet it is very easy to come across the listings for the federal, TSA managed hazmat program, which does indeed price at $86.50. ******** manages their own Hazmat endorsements through the **** of ***** Vehicles. This unique situation would explain that When enrolling for the proper service through the *** program, the applicant would be charged a $148.25 which entails the cost for the state and federal background check fees and our administrative fees for processing the fingerprinting. The fee costs associated with program, including our administration fees, are set by state mandates and contracts with the **** not Idemia. We can empathize with the hardships being faced by folks these days, but we have no control on these items. We also understand the process can be confusing when state statutes require each fingerprint purpose, be it a federal TWIC card, a state hazmat endorsement, or other licensures, require separate fingerprinting for each request. We hope this helps explain some of the processes and restrictions in place and that we can help the applicant in the future with any of their fingerprint needs.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied and paid $85 for TSA precheck, then received an email confirming that it was approved and click to a universal enrollment link to get my KTN number. The link does not load and there is no reach anyone at either universal enrollment or TSA to fix the issue. (The phone chain sends you in circles). Since it doesn't load, you also can't write to either outfit online. I would just like my KTN number.

  Business response

  05/02/2022

  We are having our *********** reach out to provide the customer his KTN and try to determine why the embedded link failed to work.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I left a review of the business and interaction that took place on ******* This location of Identogo is located in ********, **. The owner responded calling me a liar, insinuating I was a domestic abuse victim and also made some disparaging and highly prejudicial connotations and comments about my husband.

  Business response

  03/24/2022

  We are very sorry that your review of an IdentoGO subcontractor resulted in the business owners completely unacceptable response. Reviews are an important component of any business operating in the 21st century and the recount of your experience should have been considered with respect and as a learning opportunity for this subcontractors business.  The views and opinions expressed by the respondent are absolutely NOT reflective of IDEMIA/IdentoGO. The business owner has been advised to remove the offensive post immediately and other measures are being taken in regards to this subcontractor location.

  Customer response

  03/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited the IdentoGo location in *********, ** at ************************************** on March 2nd, 2022 where I had a scheduled appointment. They checked me in shortly after I arrived. I then sat in the waiting area for about an hour after my scheduled appointment with no updates as to when I would be seen. I then told them that I needed to go back to work because I did not expect the 'Appointment' to take so long. One of their staff members then told me that I could come back within 7 days without having to reschedule my appointment. I then asked if I could speak with management. One of their other staff members told me that they was no one that I could talk to other than him, and that I could call 'Homeland Security', which I have now found that was a lie. I then left and came back the next day right when they opened at 9 am.The next day, I was one of the first 2 people in line. Staff then checked me in again, and asked if I had an appointment. I told them that I had an appointment yesterday. Staff then told me that I needed an appointment to be seen, and that she would "Try to fit me in". I then sat there for another hour, as I saw several people behind me be seen, even some without an appointment like myself. After an hour, I asked if I could get an update. They told me that they could not give me an update as to when I'd be seen. I then told them that I cannot wait any longer because I needed to get back to work. My resolution is to be seen to within a reasonable time for an appointment. I cannot afford to wait hours at a time when others are being attended to within approximately 15 minutes or so. I'd also like to speak with management. The staff was also very rude, they lied, and made it seem as if I was the one with the problem. I've never experienced such poor customer service, and don't understand how the staff that works there still has as job. Apparently, there is no accountability, so I guess I can understand how they can treat people so poorly.

  Customer response

  03/04/2022

  This is for the ********* location

  Business response

  04/04/2022

  We appreciate the opportunity to research and respond to Mr. ******** feedback.  ****************** did have an appointment on March 2nd, however, he arrived two hours earlier than the scheduled time. In these situations we make our best efforts to attempt to fit the applicant in to be fingerprinted, however, we honor existing appointments first.  In this case, although the intent was to fit him in,the situation was not managed properly by the enrollment agent resulting in Mr.******** long wait time without communication regarding when he may be seen. 
  
  ****************** returned to the enrollment center on March 3rd and requested to be seen immediately.Once again we had appointments scheduled at that time and would honor existing appointments prior to a walk in applicant. We apologize that ****************** was directed to Homeland Security when requesting a supervisor and that has been addressed with the staff.
  
  We apologize for the overall experience ****************** had, and have attempted to contact him but was unable to reach him.

*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. ↩