Complaints

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:12/18/2024

  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.

  . First of all, I am deeply frustrated by your suggestion that I take a drug test at a location that is supposedly convenient for me, only to find out that the nearest testing site is closed. This is beyond unprofessional. How can you dictate whats convenient for me when the options you provide dont even align with the reality of my situation?To make matters worse, I completed my fingerprinting, and now Im being told that its not the right type. What is the point of offering these services if they dont even meet the required standards? This constant back-and-forth is not only time-wasting but also incredibly *********** is extremely disrespectful for your company to assume that ********* is a reasonable option for me, when clearly its not. Your customer service representatives have the nerve to speak to me in a degrading manner, making it feel like Im the one at fault here.Honestly, Im fed up. I expect better communication, better options, and a higher level of respect from your company. Please get this sorted out as soon as possible. I am beyond fed up with your company and the constant, unacceptable issues that I have had to deal with. I followed every single step you specified, spent my own money, and this is the response I get? This is completely ************* make things worse, the place you sent me for my drug test is permanently CLOSED. Not only is this utterly unprofessional, but it's the only location in my area! So now Im left stuck with no option, completely wasting my time and energy.I am literally on the verge of dropping out of school because of the mess your company has made of this process. It's infuriating to deal with such incompetence, and it's honestly making me question why I even bothered with your company in the first place.The results I submitted came from the *** fingerprintssomething I paid for and followed your instructions to complete. Yet, it seems like none of this has been properly

  

  Business Response

  Date: 12/20/2024

  Good day,
  
  Thank you for taking the time to post about your experience.
  
  To the point of the drug screening site being closed, we do provide instructions on how to contact us to get a new site in the unfortunate event that a site has closed (temporarily or permanently). We also advise calling ahead and scheduling an appointment as well. These types of service interruptions are fairly rare and it is even more rare that the facility does not update their availability but as we recognize it does happen we provide instructions that are designed to try to avoid as much inconvenience as possible.
  
  To the statement regarding your fingerprinting, the document submitted is a eligibility statement issued by the ***************************************** (***) stating that applicants are "eligible" or "ineligible" to work with children. The *** does not provide results from the *******************************, it provides its own evaluation of public (or potentially non-public) records should such records potentially exist. If you believe there is reason that your University should abide by the *** determination rather than making their own determination based on the *** records please feel free to contact the University. American DataBank cannot enforce or recommend such a decision in place of the University.

  We do understand that the *** uses *** records in their evaluation, but they are separate from both the *** and the University. The process to receive the *** evaluation is completely different than the instructions issued by the University for their chosen *** process.
  
  Regards,
  
  ****** ****** - Director, ******************************************************************************************* *****
  General Phone: *****************-200-0853
  E-mail: ************************************************************

• Initial Complaint

  Date:10/17/2024

  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.

  I went through the *** website to find a fingerprinting location near me. The website clearly stated the LiveScan was the preferred form of fingerprinting so I paid $47 and scheduled my fingerprinting at *** for 10/7. I received my response less than an hour later and quickly forwarded them to the provided *** email address for review. They replied stating they do not accept fingerprint processing results from other parties and that I must mail in the fingerprint cards. Of course I would select the option that boldly says preferred but that wasnt a preferred method for my order. Now I have a *** fingerprint response and still have to go pay to have my fingerprints captured again plus have them mailed to ADB in an adequate amount of time for processing.

  

  Business Response

  Date: 10/18/2024

  Hello,
  
  Thank you for sharing your concerns with us.
  
  The instructions we send indicate not to have the printing site process your fingerprints and then go on to explain the steps to mail the cards, once printed, to us for processing. We do try to make that clear (e.g.: use of repeated warnings, bold red text), if you feel there is a way we could improve our warnings we'd be happy to review it.
  
  At this time though, I see you did already submit cards for us to process and the service is complete. Given we have rendered the service you paid for we will be unable to offer a refund -  please note one of the reasons we cannot accept third party results is because we would not be performing the results you paid for.
  

  Regards,
  
  ****** ****** - Director, ******************************************************************************************* 80202 
  General Phone: *****************-200-0853
  E-mail: ************************************************************
  
  Notice:  If you have received this email by mistake, please notify the sender immediately by reply email and delete this email from your system. This message (including any attachments) contains confidential information.  If you are not the intended recipient, you must keep this information confidential and you are prohibited from disclosing, copying or using this information in any way

• Initial Complaint

  Date:09/26/2024

  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 08/23/24 i submitted a sample to be tested for my Drug/Urine test in accordance with requirements set by my school, ********************* Nursing Program. On September 19th, after almost an entire month of no update I was then informed that they tested for the wrong drug panel. I was told it would take 1-2 additional business days for my sample to be retested for the correct panel. As of today September 26th, I still have no update and am at risk of being dropped from my program due to the negligence and lack of communication provided by your service. All I need is my sample to be tested for the correct panel ASAP.

  

  Business Response

  Date: 09/27/2024

  Good day,

  You contacted American DataBank earlier this month regarding missing results for your drug test. After some further communication with you and the ********************* (MRO), it was determined that when you attended the drug screening facility either they were not given our drug screening registration form or they chose not to use it. This meant that while the specimen was submitted it was not linked to our account and it had incorrect information for you associated with it.

  In addition to not linking to our account, one of the errors that came from our registration form not being used was that the wrong test was run.

  When informed of the error the laboratory attempted to retest the specimen for the correct test, but they found they no longer had enough specimen. This resulted in our sending of a new registration form for a second test. You should have received that email shortly before this complaint was filed. A second email with an overview of the situation was sent earlier today.

  While we certainly understand the frustration this event has caused, the root of the issue was that there was some sort of event at the collection site that resulted in our registration form not being used. We recommend insisting that they use the new registration we sent yesterday to avoid issues with your new test.

  Regards,
  
  ****** ****** - Director, ******************************************************************************************* 80202 
  General Phone: *****************-200-0853
  E-mail: ************************************************************

• Initial Complaint

  Date:09/18/2024

  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.

  Purchased new student package from American Databank and the access code is not working for the ***** Fingerprinting. This pushed me back from completing everything for my health science program and now I am unable to attend the upcoming semester because this is a requirement. This has been an issue for about a month and I am worried this will delay me further and I w on't be able to get in for the next semester. I've never had an issue with this company until now.

  

  Business Response

  Date: 09/18/2024

  Hello,

  Thank you for reaching out.

  We cannot comment on why your school's ***** account for your program of study was deactivated by the *************************************. We have contacted the School about this multiple times asking if they can provide an *** for restoration of their account. We additionally advised you that if you want a specific update you may consider asking them directly.

  Please note we have no control over the school's account with the State. Any student who needs to submit the ***** fingerprinting in your program is dependent on the State to restore the School's account account before proceeding. Additionally, we have rendered all requested services that are not dependent on the School.

  Regards,
  
  ****** ****** - Director, Compliance
  American DataBank
  *******************
  Denver *** 80202 
  General Phone: *****************-200-0853
  E-mail: ************************************************************

• Initial Complaint

  Date:08/27/2024

  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.

  I ordered background check on 8/8/24. As of today 8/27/24 no background check. I have been given multiple completion dates which I provided to my advisor 8/16/24 and 8/23/24. This is going to delay me from starting clinicals. I've spoken with multiple phone **** as well as the supervisor *** multiple times who could care less about my situation. Only help he offered was calling with updates. I was given false information by a phone rep ***** All he said was sorry. I even went as far as contacting the Carson City records **** myself who offered to locate the status of background check and *** refused to speak with them. ****** did report staffing issues however they were willing to locate and complete background check.

  

  Business Response

  Date: 09/05/2024

  Good day,

  Thank you for your time.

  I do show the courts completed the work on 08/29. 

  We're glad to hear that the courts were more willing to work with you than they are our researchers. We have found that they tend to be more willing to work with their constituency than they are people who are engaged in background screening, especially when they are short staffed, as you mention. 

  I have followed up with the phone support team manager and retraining has been provided to the team member who gave you the wrong date.

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank
  *******************
  Denver *** 80202 
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

• Initial Complaint

  Date:05/31/2024

  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.

  Someone already mentioned on here how their site directs you to use a fingerprint service that they then say you can't use; so I'll skip that part. Basically my college program is requiring us to go through this company and one of their requirements is a fingerprint *** report. On 05/02 I received an email that their Efast fingerprint vendor was no longer being used and I needed to fill out forms for the new vendor (no mention of required fields other than what was on the form). Okay great; filled them out and emailed back on 05/03. I had already sent in my fingerprints that they were now saying they did not have. Luckily I had 1 extra card with fingerprints (they ask for 2 and I thought it was 3 when I was fingerprinted). On 05/15 I had them overnighted and they were signed as received on 05/16 around 12:15 (6 hours before they close). I emailed to make sure they had them in hand since my other prints never found their way there and I was informed it takes 2-3 business days for them to "process mail". FIVE business days later (4 if you don't include the day they received it 6 hr prior to close) on 05/22 they got the prints but now need the new forms (yes, the ones I already sent on 05/02). I resent those and then received an email that I didn't fill out the phone # and email section. Mind you the top of this form says " *DENOTES REQUIRED FIELDS" and those sections did not have an (*) there. Sent them again with those fields included and then received ANOTHER email saying another field was missing (why they didn't tell me this in the first email, I don't know). And guess what? It also didn't have an (*) marked as a required field. Sent it again and now I'm worried they're gonna say I'm missing something else. School already extended our due date out since so many of us were having issues with this company. Now I have less than 2 weeks and it takes 4-5 days for the report once they have everything. Just want my report ran so I can continue on with my program.

  

  Business Response

  Date: 06/04/2024

  Good day,
  

  I show that the forms were processed yesterday (06/03/2024) and you should be receiving a link with results in 1-3 business days.
  

  Looking at the series of events regarding the initial form you sent in, it does appear that it somehow missed being reviewed upon receipt and was only reviewed once your fingerprint card was received by our office. This was compounded by the leading communication not including all the fields that had been missing data. We do apologize for the failure to adhere to our normal processes here.
  

  Due to the above we have requested a $40.00 refund be issued to you for the fingerprinting service.
  

  That said, we cannot edit the form itself to show the required fields. The form is proprietary to the ************** of investigation and edits to it will result in their rejecting our submissions.
  

  As we agree with you that the form is misleading, we do include samples showing how to fill the form out. If you have recommendations on how we could edit those samples to make them more clear, we would be happy to review those recommendations.
  

  Similarly, if you have recommendations on how to make it more clear not to pay the agency rolling your prints for electronic submission, we would be happy to review that as well.
  

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  16th St 8th floor
  Denver CO 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21787673
  
  I am rejecting this response because: I received confirmation they were finally accepting the form and it was being processed with the *** for my background check and I should received a link within 5 business days. That was one week ago and 5 business days ago (not including the day they said it was first bring processed, that would make it 6 business days).  I also have not received any refund for $40 nor any amount for that matter either.  My school is requiring this to be done by Thursday (currently it is Monday evening).  They said they have contacted my school about the report being processed but not really sure if that's actually been done or if my school will even accept it late even though ADB has communicated with them. So as of now I am still not satisfied until the report is done and I have been marked compliant with my school. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/21/2024

  Good day,

  The fingerprinting was completed on 06/13/2024 the day prior to your most recent response, alongside all appropriate notifications.

  I do see the refund transaction initially failed, I apologize. I have received confirmation it was successfully reprocessed though.

  Please let us know if you have any questions on the current status of your account.

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  700  17th St 10th floor
  Denver CO 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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.

  On 4/3/24 I purchased the package required by my graduate school, WGU, which broke down to $169 for the **Fast Background Check and $7 Tracking Package. Upon completion, *** sent me an email that contained an attachment. I followed the link that was provided to assist me in finding fingerprint locations - this took me to their Complio page. The page shows "Highly Recommend" under Live Scan locations with the note "Please be sure to contact the location to confirm an appointment as well as ensure they will provide a printout of your live scan fingerprints." I clicked the link, which opened an interactive map on applicantservices.com where I used my zip code to find a nearby location - a *** Store. I called the location to schedule an appointment and verify that I could get a printout. I was told that I would need to schedule the appointment with the fingerprinting company online to get a QR code to scan there to get the fingerprinting process started. I would get the cards from the company, not ***. On the website that I was directed to by Complio there was a "Get Fingerprinted" button that I clicked and completed the process to schedule my fingerprinting. I paid another $47, which aligned with the note in the *** email attachment that mentioned I may pay additional fees. I had my fingerprints completed on 5/7. The website provided me with the *** Clearance. I uploaded the letter I received but it was rejected saying "we can't use results processed somewhere else or without an active order." I reached out to the website, they said they do not provide the prints and are not familiar with Complio. Complio directed me to the site. If they will not accept the results from the site, they should not direct clients there or at least, explain NOT to schedule/pay through that site. There certainly needs to be some clarification with *** on the process, as Complio suggests to call there directly to verify, as well. I hate for more people to lose money.

  

  Business Response

  Date: 05/13/2024

  Good day,

  As you noted, we do highly recommend calling ahead to ensure that the agency will provide you with a printout of your fingerprints. As indicated in the instructions that is important so you can mail the fingerprints to us for processing.

  It does appear you paid the local agency for processing of your fingerprints rather than just scanning/printing your fingerprints so you could mail them to us.
  

  Unfortunately, we are not able to accept the outside results for the fingerprinting, thus the rejection notice you received.
  
  Despite the above and standard policy prohibiting refunds, if you want us to cancel the outstanding services we can and we can offer you a refund for the services on the background check, excluding the fees we paid to your state of residence for the statewide criminal search ($95.00).
  
  If you would like us to cancel the outstanding services and offer a refund in the amount of $74.00 please confirm.
  
  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  *********** floor
  Denver CO 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  

  Hello ******,

  My apologies for the delay, as I had to wait for my college's response before I could move forward. 

   

  I accept your offer to cancel the outstanding services on my account with refund of $74 as a successful resolution in this matter. 

   

  Thank you,

   *******************************;

• Initial Complaint

  Date:03/27/2024

  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 purchased a background check for school admission 3/27/24. The students are only to pay $52 which is the cost the school has given us. After entering my credit card info and submitting, the receipt showed $80. There was an extra $28. I called this company and they tell me it's new for my state. I've had two done through this company, for this same school, in which was both $42, at that time. There should be a list of states that will have to pay more, if this is a new thing and ***, whom has an agreement with you, need to be informed. I was told $52 and that is the money I had available. This was an inconvenience, misinformation, and I would like my $28 refunded. Thanks ****************

  

  Business Response

  Date: 03/27/2024

  Good day, 
  
  
  The fees are itemized and shown during the order process. Unfortunately, as these fees reflect our costs, we will not be able to offer a refund over the disputed portion. We apologize for the inconvenience.
  
  
  The difference between costs in the current background screening and the historic background screening is a result in a change that *** asked us to make in the services rendered. Historically they required we run county criminal searches, at this time they now require we do a statewide criminal search. In your state of residence there are substantial fees associated with accessing the statewide database that do not exist at the county level unfortunately. 
  
  
  Please let us know if we can offer any further clarification on this matter.
  
  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  ******* 8th floor
  Denver CO 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************
  

• Initial Complaint

  Date:03/26/2024

  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 was prompted by my college, ****************************** of Nursing to purchase a drug screen through American ********* aka Complio. I purchased the drug screen for $38.50. American Databank has subcontracted with LabCorp. LabCorp only has one location in ************ and it is temporarily closed. When you call LabCorp, it does not indicate that it is closed.I requested a refund from American Databank. At first I was denied. When I replied and asked to elevate the matter with a supervisor, I was told they would offer a courtesy refund, but they were going to keep $5 for a refund processing fee.This is unacceptable. They should have better knowledge of who they are subcontracting out and get reputable and OPEN labs. They are not helpful and resistant to doing the ethical, right thing and giving me a FULL REFUND. I am a graduate student working part time on a very small fixed income. Every dollar counts.

  

  Business Response

  Date: 03/27/2024

  Good day,
  
  Thank you for reaching out.
  
  At this time we will authorize a full refund in light of LabCorp's error (below), regardless of our lack of control over their actions. If you would like the refund please confirm that you understand this is a one time dispensation, as the policy agreed to during the order does acknowledge our standard inability to offer a refund. 
  
  After review we do see the Labcorp nearest to you is closed temporarily, even though they are still listed to their supplier network as open. We cannot comment on why Labcorp has not chosen to remove the site from active status. 
  
  We would like to add the context that we offer locations with both Quest and LabCorp, the two largest drug screening companies in the country and you were not required to use a LabCorp facility. 
  
  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  110  ******* 8th floor
  Denver CO 80202
  Direct Phone Line: ************
  General Phone: *****************-200-0853
  E-mail: **********************************

  Customer Answer

  Date: 03/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Please note that during the ordering process for the drug screen, I was not offered the option to choose between Quest or LabCorp. LabCorp was assigned to me upon purchase of the package.

  Thank you for your attention to this matter. I will accept a refund of $38.50 refunded to the original form of payment.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/21/2023

  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.

  November 11th, 2023- I ordered a background check for my nursing school. In the past I have had no issues getting a background check through this business and it was easy l. However, I am now going on almost two weeks since placing my order and have yet to received a completed back ground check report for this order. I am now facing being dropped or recycled in my nursing program through no fault of my own. I did my part. I have been calling customer service and all they have told me to do is wait, which I have been doing for the past week. I was told I would be called back and there has been no return.

  

  Business Response

  Date: 11/28/2023

  Good day,

  We have already been in contact with you through a contact channel outside of BBB but wanted to follow up here as well.

  As requested we have confirmed our previous statements that the delays are being caused by the Courts records system to the school directly. We are also engaging in communications directly with the courts with the school contact on the communication. At this time it appears that the court is unable to proceed with showing you have no records (as we understand the situation) and are simply able to provide copies of records of records we already know to exist.
  

  We are continuing to pursue further information from the courts and will provide you updates as we receive them.

  Regards,
  
  ************************* - Director, Compliance
  
  American DataBank Group
  
  110  ******* 8th floor
  
  Denver ** 80202
  
  Direct Phone Line: ************
  
  General Phone: *****************-200-0853
  
  E-mail: **********************************