ComplaintsforNational Background Check, Inc.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a background check performed for volunteer work at a preschool, my appt was on 1/30/2023. I received an email from someone with OFJS stating they did not receive my background check and after a few email exchanges with her she told me to contact FastFingerprints again to have them correct the codes on my form. She said it was easy and no problems whatsoever. I reached out 4 times starting on 2/08/2023, I left 4 messages urging begging for someone to return my call. NOTHING! I emailed on 3/01/2023 and finally received a response back on 3/02/2023 stating that since it was now after 30 days, 31 to be exact, I had to redo my background check and pay another $72. Which is completely not right! I tried 4x to get ahold of someone at their office and not one call back! But finally after the exact number of days they reach out to me?? Seems like they just want the money again!

  Business response

  03/10/2023

  First, we would like to apologize for any delay in responding to the inquiry regarding this process.  However, we would like to address the fact that the applicant was given erroneous information by someone outside of our organization.  Once an application has been submitted and processed, even if it were caught within one day, one hour or even one minute, we would not have been able to make any changes.  According to both the BCI and the FBI, fingerprints may only be used for one transaction.  Additionally, once an application has been submitted and processed, we cannot change the recipients as the results come directly from the BCI and/or the FBI and not from us.  This is referenced in our online registration and again at the appointment where we ask if all of the information is correct.  In this case, we processed the application based on the information the applicant provided and signed on the attached Registration Form.  The results were sent to the appropriate parties as directed.  The "ODJFS" was not listed as a recipient.  The results were sent to the "ODE" and the applicant as "self" was circled on the registration form.

  Again, we would like to apologize for any delay in our response.  However, timing would not have changed the outcome as we cannot use fingerprints for multiple transactions and this application was submitted upon the initial fingerprint capture on the 30th.  The results were already in process.  However, in an effort to help, we will offer to process the applicant's transaction at cost and waive our fingerprint capture fee.  This will require a new appointment and fingerprint capture but, again, we will waive our costs and do so for the BCI and FBI fees only.  Please contact us directly at contactus@fastfingerprints.com for any assistance in scheduling.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to fingerprint for the board of nursing on 1/13/23 to convert my LPN license to a multi state. The office was unbelievably crowded, it was clear they tripled booked and only had 1 employee for about 9 clients. After 30 minutes I go complete the first set, she states the computer glitched and needs to be redone. 2nd set completed or so I thought, more than 3 weeks later and still no results, I called and was told they had no record!!!!!! So here I am waiting for over 3 weeks so I can finally work and have to go through the process all over again!!!

  Business response

  02/08/2023

  We would like to start by sharing that we deeply sympathize with this customer.  Waiting three weeks for results that do not appear to be in process can be very frustrating.  As shared in the screenshots the customer provided, we can only speculate as to why this situation may have occurred.  At the time we became aware of this, on February 3, 2023, according to the screenshot provided, we started to investigate.  Again, we speculated as to what may have caused the error and shared that we were waiting on confirmation.  Our process allows applicants to schedule appointments at approximately ten (10) minute intervals.  This period normally allows for each individual transaction to be performed in a routine manner.  However, as the process relies on each applicant arriving at the scheduled time, all paperwork and/or identification being in place and forms of payment being accepted, the actual service times may vary.  Often, a customer may have an appointment at 9:10, for example, but arrive at 8:55.  In that case, that may cause the feeling of a delay as we may not be able to serve them until the actual appointment time.  In other cases, there may be issues that require more attention and push an interaction by a few minutes.  Again, this may cause a delay.  We strive to accommodate appointments as they are scheduled and work to provide a good customer experience.  In this particular case, our internal investigation shows that the appointment was booked.  However, we do not have any additional information in our system showing that the appointment was completed.  Additionally, our system demonstrates that no fees were collected for the service.  This is evidenced by the fact that our software shows the record Txn (Transaction) Status as WEB NOT PAID.  This means the appointment was booked but nothing was collected for payment and the transaction was not submitted.  While we would not see this classification for a completed appointment, this is typically how appointments that are scheduled for a future date and/or missed appointments are noted.  This lets the system know to collect and/or process payment upon completion and submission.  Therefore, no billing adjustment would be necessary as we have not collected for this transaction.  It was either not completed or not submitted.  The customer was notified that the process would need to be completed.  This is evidenced by their screenshot provided where we stated "You will most likely need to go back to the location to be re-fingerprinted..."  And, following up, our Sr. Operations Director has made multiple attempts to reach this customer to offer to expedite the transaction and find another location that would be able to provide the services.  We would like to help assist this client but, to date, have not heard back.  We have verified we did not collect any funds for this transaction as it still shows "WEB NOT PAID" in our system.  Please let us know how we can help.        

• Initial Complaint

  08/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid $100 to fast fingerprints for my back round check never received anything in 3 month I was fired from my job because of this matter.

  Business response

  09/02/2022

  At National Background Check, Inc we pride ourselves on our customer service.  One of our goals is to respond to customer concerns in a timely and effective manner.  Unfortunately, we show no records of a phone call or email from this customer regarding our service.  A complaint with the BBB was our first notification that something may be wrong.  Our records do demonstrate that our efforts, in this transaction, were in line with our current processes.  An application was completed and submitted.  Within the promised timeframe, we completed the submission at a price of $85.00.  The results were then forwarded to the customer in two ways.  The first was via standard mail.  Our process, according to our agreement with the FBI, requires us to address the results to the applicant or their attorney based on exactly how the address was provided on the application.  If there is an error or omission on the application such as leaving off an apartment number, an erroneous address or something similar, we are not aware of or able to change anything.  We must forward the results to the US address exactly as it is provided to us.  The second method is electronic via email.  Based on the US mobile phone number provided in the application process and the email address, there is a PIN forwarded that allows our customers to download their results.  Once sent, this PIN is available for thirty (30) days and, once accessed, available for twenty-four (24) hours.  While it is not always used as some customers simply use the mailed results, it is available and also protects us against the possibility of lost mail.  According to our records, we show the results, in this transaction, were mailed and a PIN was sent.  However, after a conversation with the individual, we have offered to process an application again and hope to resolve the situation quickly.  We simply ask that customers contact us directly when there is a question or issue as we can work to make sure the results are received and/or explain any delays or issues identified.  The PIN is only available for thirty (30) days and if we do not hear rom anyone our only assumption is that it was received and, for security reasons and our agreement with the FBI, the files are deleted from our system.      

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid $50 to complete the process of submission of fingerprints and paperwork to the FBI using this company. I submitted the documentation through the regular mail and received and email stating some items on the form needed to be corrected and were incomplete. I corrected everything and resubmitted and they emailed me back on December 20, 2021 stating they were moving forward with processing my request. I emailed again on January 11th asking how long the process would take and they stated two to three business days turnaround time. I waited thinking it was moving through the FBI but it is now May 2, 2022 and I've still no answer except for them to say they emailed me the results but they have no record of the email as it is past 30 days. How do you know you emailed me then on Dec 22, 2021? I have all the corresponding emails from the company except for the one they supposedly sent on Dec 22, 2021.

  Business response

  05/03/2022

  In response to the complaint referenced above, we would like to sincerely apologize for any inconvenience a misunderstanding may have caused.  We acknowledge that we did receive the email attached to the complaint asking a question about how long our process typically takes.  As this is a frequent question for prospective customers, we responded with an answer detailing the time our normal process takes.  We did not realize this particular inquiry was, in reality, the customer trying to communicate that he had not received his results yet.

  The application process began on December 20th, 2021.  As we are an FBI Channeler, we are required to follow a strict application process.  The application must be complete and correctly filled out.  There are a number of steps that require checks and authentication.  Information must often be verified.  This may require applications to be corrected and/or resubmitted.  In this particular case, there was a delay while corrections were made.  The original application was not able to be submitted and a few days passed until the corrected application was received.  Once we were able to proceed, the applicant was notified on December 22nd, 2021, of the submission to the FBI.
  

  At the time of the application, the customer selects how they would like to receive the results.  Options include both electronic and mailed copies.  Our system, when electronic copies are requested, sends an email to applicant.  The applicant can then use a PIN to electronically download their report.  However, we have found that sometimes this email may end up in a spam or junk folder as our email address, for these transactions, may not be recognized.  When contacted by a customer who states they have not received their results, we are often able to direct them to their spam folder and find the notification. 

  Like the application process, there are specific rules we must follow in order to maintain our agreement with the FBI.  Once such rule is that we do not keep any personal information, prints or results for more than thirty (30) days.  As our system delivers results automatically, unless we hear from a client that has an issue, we do not keep records after this time.  Because we misunderstood the email questioning the time to process, we did not realize results were not received.  For that, we sincerely apologize.

  On May 2nd, 2022 we received another application from this customer.  In an effort to rectify things based on the previous misunderstanding, we have offered this customer same day processing, a fifty dollar ($50) value.  At the time of this response, we have the application and are just waiting on the submission of fingerprints to proceed.

  In closing, we are sorry for the misunderstanding.  Had we known the results were not received, we would have acted immediately as we strive to provide outstanding customer service.

  Customer response

  05/03/2022

  I accept the business's response to resolve this complaint and I am glad the misunderstanding has been cleared up and rectified.

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