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Searchers of Records

Unmask.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Searchers of Records.

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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've made many request to have my personal information removed from the database of an online company selling my information for safety reasons. I cannot opt out after multiple requests.

    Business Response

    Date: 04/15/2025

    Hello **** *******,

    This response is in reference to BBB Case # ********.

    We have thoroughly reviewed your complaint regarding the availability of your information on our website. We understand this concern is of utmost importance to you.

    After further investigation, we can confirm your request was processed and approved on 4/10/2025. The record associated with you has been successfully deleted from our website.

    If you are still seeing your report available on our site, please send us a screenshot of the report or a link to the report profile and we will promptly assist you in removing it. However, if you do not see your information available, rest assured your report has been removed.

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

    Customer Answer

    Date: 04/15/2025

    Please see date and time in the photo of the screen (bottom right). My information has not been deleted and they have not complied. 

    Thank you for your help with this urgent matter. Please let me know what my next steps are.

    Sincerely, 

    **** *******

     

    Customer Answer

    Date: 04/16/2025

     
    Complaint: 23203578

    I am rejecting this response because:      Date Sent: 4/15/2025 11:28:56 PM

    Please see date and time in the photo of the screen (bottom right). My information has not been deleted and they have not complied. 

    Thank you for your help with this urgent matter. Please let me know what my next steps are.

    Sincerely, 

    **** *******

     



    Sincerely,

    **** *******

    Business Response

    Date: 04/16/2025

    Hello **** *******, 

    This response is in reference to BBB Case #: 23203578. 

    We understand you were not satisfied with our previous response. Please allow us to provide further clarification.

    After reviewing the screenshot you provided, we understand that you can still see your information listed under ****** search results. Please note that we are not affiliated with any online search engines and cannot control how quickly they reindex any outdated information listed on the results page.

    While we can confirm your report is no longer available on our site, we are unable to assist in the removal of the search result. Many search engines will reindex their information on an automated schedule. We apologize for any inconvenience this may have caused you.

    We have included a screenshot of the results on UnMask.com when your phone number is searched. Please note that there are no results found, since your information has been removed. The link on the ****** search results page opens to our report searching page, but will ultimately show No Results Found at the end of the loading process.

    We hope this has provided the clarity needed.

    We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

  • Initial Complaint

    Date:03/02/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 would like to be removed from UnMask as they have access to PII and I have strong safety concerns about my online presence due to my job. They have my date of birth and my address as well as people related to me. I want anything associated with my name removed from their database. I have attached the link to my public information:*******************************************

    Business Response

    Date: 03/03/2025

    Hello ***** ********,

    This response is in reference to BBB Case # ********.

    We have thoroughly reviewed your complaint regarding the availability of your information on our website. We understand this concern is of utmost importance to you.

    We have processed and approved your opt-out request successfully. The record associated with you has been successfully deleted from our website.

    Kindly allow a period of 48 hours for the data to be officially removed. Once this time has elapsed, you may search again to verify that the record is no longer present.

    Please be advised that we aggregate the information on our reports from publicly available sources. If you are concerned with the availability of your public information, UnMask.com urges you to address your concerns with the public entities publishing the information, whether that be your local ********************* or otherwise.

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

  • Initial Complaint

    Date:02/26/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 reached out this company to request removal of my very detailed personal information from their website with absolutely no response. It is very unethical for a company to publish people's personal information for profit.

    Business Response

    Date: 03/03/2025

    Hello **** ****,

    This response is in reference to BBB Case # ********.

    We have thoroughly reviewed your complaint regarding the availability of your information on our website. We understand this concern is of utmost importance to you.

    After further investigation, it appears we have already processed and approved your opt-out request successfully. The record associated with you has been successfully deleted from our website as of 2/26/2025.

    Please note that the link you provided is showing our report loading page, not an active report. Since your information has already been removed, there will be no results found at the end of this loading process. If you see your information still available on our site, please send us a screenshot or a link to the report profile and we will further assist you.

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

  • Initial Complaint

    Date:02/12/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 addresses and contact information including my telephone number and email are currently being listed on the internet by this company with addresses in ************, *********, and *********, ********* without my knowledge or approval and would like all of my information removed, please. Thank you.

    Business Response

    Date: 02/13/2025

    Hello ***** *********,

    This response is in reference to BBB Case # ********.

    We have thoroughly reviewed your complaint regarding the availability of your information on our website. We understand this concern is of utmost importance to you.

    We have processed and approved your opt-out request successfully. The record associated with you has been successfully deleted from our website.

    Kindly allow a period of 48 hours for the data to be officially removed. Once this time has elapsed, you may search again to verify that the record is no longer present.

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

    Customer Answer

    Date: 02/14/2025

    I don't see any message or response from the business in your email. It simply shows my complaint and no response from the business. 

  • Initial Complaint

    Date:12/29/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 report that my personal information, including information I dont give out to anyone appears on the dark web. I decided to do a search only to find my information on two websites: *************** and unmask.com - Both sites appeared to contain the exact same information including wrong information about other individuals that they claim happen to be me. I dont care where they got this information from the fact that they posted it so that it is widely viewable on the Internet is repulsive, repugnant, unethical, and just plain disgusting.I filled out their form to remove my information but they claim it can take several days for them to do so. This is grossly unacceptable as such things should be able to be done immediately. In the past Ive been subjected to similar invasions of privacy by other scams like this unethical business and my information was removed as soon as I clicked opt out even though I shouldnt even have to do that. Business is like this should be stopped.

    Business Response

    Date: 01/02/2025

    Hello **** ********, 

    This response is in reference to BBB Case #: 22742786. 

    We have received and thoroughly reviewed your complaint regarding the availability of your information on our reports database. We apologize for any inconvenience this has caused you. We will be happy to assist with the removal of your information.

    We are pleased to advise you that the record listed for you has been successfully removed from our database. It is important to note that we gather the information on our reports from other publicly available databases, so your information may still be available on other similar background check websites. We recommend you contact any other companies that are not affiliated with UnMask.com to ensure your report is not listed on their individual databases. Unfortunately, we do not have control over the general public availability of information.

    Record removal can take up to 48 hours so we ask that you please allow that timeframe to pass until searching for your profile again. If you are still able to see traces of your information on our website, we recommend clearing your cache and cookies and/or browser history. Please contact us here if you need further assistance.

    We will consider this complaint resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

  • Initial Complaint

    Date:12/15/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Followed steps to remove public information - no response via email per their procedures

    Customer Answer

    Date: 12/16/2024

    The company/website has now removed the information I requested. You may close this complaint as resolved thank you

    Customer Answer

    Date: 12/17/2024

    Date Sent: 12/16/2024 4:38:47 PM
    The company/website has now removed the information I requested. You may close this complaint as resolved thank you

  • Initial Complaint

    Date:11/12/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Unmask.com *** have reached out this company several times to request removal of my personal information from their website with absolutely no response other than an automated email saying someone will get back with me.

    Business Response

    Date: 11/13/2024

    Hello ***** *******,

    This response is in reference to BBB Case # ********.

    We have thoroughly reviewed your complaint regarding the availability of your information on our website. We understand this concern is of upmost importance to you.

    After reviewing your previous email correspondence with us, it appears we had asked you to provide more information in order to ensure we removed the correct report. As of now, we have processed and approved your opt-out request successfully. The record associated with you has been successfully deleted from our website.

    Kindly allow a period of 48 hours for the data to be officially removed. Once this time has elapsed, you may search again to verify that the record is no longer present.

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

    Customer Answer

    Date: 11/13/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:11/03/2024

    Type:Product Issues
    Status:
    Answered
    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 November 3, 2024, I found www.unmask.com processing personal data including current and prior residents at my home address all of which constitutes personal data. I have already requested full deletion of record in previous notice. They also process personal data in an additional system, that links from www.unmask.com, noted in the attached letter. I would like this party to destroy and cease processing all personal information including that of which I am not aware in all of their systems. I noted specific names and websites in the attached request that contain personal data. The authority of my request to delete and cease processing all personal record comes from federal law and is beyond "opt out" policy of their website or affiliates. My notice also cancels any agreements in the event they exist. A case number will be helpful in the future so I can add this to a federal complaint in the event it is needed. Thank you for hearing my concern.

    Business Response

    Date: 11/04/2024

    Hello ***** *******,

    This response is in reference to BBB Case # ********.

    We have thoroughly reviewed your complaint regarding the availability of your information on our website. We understand this concern is of utmost importance to you.

    After careful review of the links and information provided in your attachment, we have processed and approved your removal requests successfully. The records associated with you have been successfully deleted from our website. You will find that the links you provided no longer show a search result, but instead open to the loading process of a search on our site. However, rest assured that at the end of this loading process, the user will receive a "No Results Found" message or will be redirected to a similar background search site as a courtesy.

    It is important to clarify that the redirected sites have no affiliation to UnMask.com. We highly recommend reaching out to that site directly to ensure your requested information is removed from their database as well. Please also rest assured that UnMask.com does not retain the information after removal or repost any deleted information.

    Kindly allow a period of 48 hours for the data to be officially removed. Once this time has elapsed, you may search again to verify that the record is no longer present.

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

  • Initial Complaint

    Date:10/22/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Unmask.com has made my personal information available online without my permission. I have requested several times on their webiste to remove it and have emailed customer service on 9/23/24 and they have still not removed my information.

    Business Response

    Date: 10/23/2024

    Hello ******* ******,

    This response is in reference to BBB Case # 22460067.

    We understand that the availability of your personal information on our website is very important to you. Please note that the information provided on our reports is sourced from public databases. We offer the option to opt-out for users that wish to have their information removed from our site.

    After reviewing your previous correspondence with us via email, it appears we replied to your emails on 8/19/2024 and 9/26/2024 requesting more information from you to ensure we properly fulfilled your opt-out request. We did not receive a response from you at that time.

    However, we have ensured your report has been successfully removed. If anyone searches your name on our site, they will receive a "No Results Found" message. 

    Kindly allow a period of 48 hours for the data to be officially removed. Once this time has elapsed, you may search again to verify that the record is no longer present. If you still find traces of your information on our website, please feel free to reach out to our support team for further assistance. 

    We consider this matter resolved. Should you have any additional questions, please feel free to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

    Customer Answer

    Date: 10/23/2024

     
    Complaint: 22460067

    I am rejecting this response because: 1) they have ignored ALL requests I Submitted online. I found an email someone suggested online to use, because the opt out function online was FRUITLESS. I sent an email to them, the only response I received was that that it was read. THEY DID NOT SEND ANY EMAILS TO ME REGARDING ANYTHING. 

    Sincerely,

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

    Business Response

    Date: 10/30/2024

    Hello ******* ******, 

    This response is in reference to BBB Case #: 22460067. 

    We are sorry to hear you are unsatisfied with our response. We also apologize you did not have a positive experience using our website, specifically regarding the opt-out form.

    Please note that the opt-out form submits your request to be approved by our customer support team. We also offer the option for users to email our support email to request an opt-out. As stated in the previous message to you, we received and replied to your email requests asking for more information to complete the removal. We have included a screenshot of the email responses sent to you requesting additional information. We have also included a screenshot of your opt-out request and its approved status on our database.

    Once again, we apologize for any inconvenience. We hope this has been helpful to you.

    We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

  • Initial Complaint

    Date:10/22/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Its a people-search site. SAYS its 100% FREE, but, as many are doing right now, (*************, ***************, etc etc -- all of them are doing this), they are posting a website that says free lookups, and then when you go to that site it automatically redirects you to the parent site, in this case *************** (unmask.com is just a site they put up to redirect traffic). False Advertising, and what they are doing is FRAUD, claiming its 100% FREE, but not providing ANYTHING for free. It's a waste of my time, and it's certainly actionable, unless all a .com has to do to get away with 100% LIES is to set up another site that does all the lying for them? I've never filed a complaint before -- I'm ******. Thank you for your help with this matter. Hope you don't have better things to do lol! ALSO: I tried to pay for the $1, 5 day "trial", but my card was declined when they tried to charge me $29!! FYI

    Business Response

    Date: 10/23/2024

    Hello ****** ******, 

    This response is in reference to BBB Case #: 22458232. 

    We have received and reviewed your complaint regarding UnMask.com. We apologize for any inconvenience you may have experienced while using our site. Please allow us to clarify the people search process for you.

    Based on the screenshots you provided, it appears the record you were searching for was either not available or removed from our website. We offer the option to remove the report of users who request to opt-out of our database. As a courtesy, if the report is not available, we redirect our users to a similar background check site where they might find the record they are looking for. The loading process allows for the site to search our database of reports, and if it is not available, redirects the page to another site. However, please note that we are not affiliated with any other background check sites.

    Please also note that UnMask.com is free to use. We do not require any payment method, account, trial period, or subscription to search and view reports. Any charges or attempted charges you may have noticed are not associated to our company. Regrettably, we are unable to address matters concerning a different company with which we have no affiliation. For more effective assistance, we recommend reaching out to the company directly.

    Once again, we apologize for any inconvenience. We recommend you try searching for another report on UnMask.com if you would like to continue using a free background report service.

    We will consider this complaint resolved. Should you have any additional questions, please don't hesitate to contact our Customer Support team via email at ************************************************************.

    Regards,
    UnMask.com Customer Support

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