ComplaintsforLab Express LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to get TSA precheck. They wouldnt let me use my husbands card, ok. But then I had a credit card in my maiden name and they IDs to prove it and they wouldnt let me use that either stating, stop being rude and get a money order and that theyll cancel my appointment in 30 minutes. Then as I called my husband to come here so we can pay they proceeded to call me a ***** and a b**** in Spanish as well as a few other choice names. When they finally took my back after 40 minutes they called me back by the wrong name and then pressed so hard on my fingers for fingerprinting I thought they were trying to break my fingers.

  Business response

  07/10/2024

  To apply for TSA Precheck we need to follow the ************************************** protocol. The applicant needs to pay with a credit card or debit card only, they don't accept personal checks or cash. The applicant can't pay with somebody else's card if the person is not present to sign and authorize the payment. If someone else is going to pay for the applicant, the cardholder needs to be present and sign to authorize the payment. The applicant's form of payment didn't match the applicant's Id card. The last name of the applicant debit/credit card was different from the ** presented. The applicant's appointment was at 8:10 am and by the receipt it was done by 8:44 am. The time she spent at our facility was waiting for her husband to arrive. Taking in consideration that the enrollment takes about 10 minutes, she only waited about 30 minutes. If the applicant's appointment passes, we have to process the applicant as a walk in and we have to honor the people with appointments. We had the courtesy, having people waiting with appointments, to process her right away when the husband arrived. We can't cancel the appointment as we don't have a method or way to do it. There is no such thing as pressing too hard to get the fingerprints done. The device is very sensitive and if we press too hard, it will stop working and the fingerprint will darken and we have to repeat the process again. The applicant was disrespectful and slammed the door hard and cursed us before leaving. We do not have a motive to call the customer ***** or any other names and also be disrespectful in any other way. We explained to the customer three times the acceptable form of payment and she got upset about it. The applicant can get in contact with TSA Precheck customer service with any question about acceptable form of payment and the process. There is no refund once the application is submitted.

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