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Business Profile

Fingerprinting

IDEMIA Identity & Security USA, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for IDEMIA Identity & Security USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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IDEMIA Identity & Security USA, LLC has 31 locations, listed below.

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    Customer Complaints Summary

    • 105 total complaints in the last 3 years.
    • 29 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:04/09/2025

      Type:Billing 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.
      On Monday, April 7, 2025, I went to get my TSA precheck done at the ************************************** office. The person who works there charged me three times for my *** precheck. I called, and they said the payments were on hold, but I checked today and they charged me three times instead of once. I want my refund. Today, I called again, and she said maybe it went to the financing department. I asked to be transferred to the financing department, but she said they dont take calls. No one has contacted me since then. They charged me $230.35, when they supposed to charged me only $76.75, I want my refund, they owned me $153.50

      Business Response

      Date: 04/10/2025

      Hello, 

      We apologize for the multiple charges you experienced. Please rest assured that the necessary refunds along with your TSA PreCheck clearance were processed and approved on 4/8. Your funds will appear in your account once your bank completes its release. Please be advised times may vary depending on your financial institution. 

      Please contact our IDEMIA call center directly at ************ for additional assistance.

      IDEMIA Customer Service

      Customer Answer

      Date: 04/10/2025

      [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,

      Yanina Antommattei

    • Initial Complaint

      Date:03/20/2025

      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.
      Paid money for *** update. They have not performed job but took my money. I want my money back. Cant contact them. Contact **** says they can track you if you say yes but if you say no it wont let you submit querie.

      Business Response

      Date: 03/28/2025

      Hello, 

      It seems TSA had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible for your renewal on 3/21/2025.

      If you are still experiencing issues, please contact our call center, ************, for additional assistance. 

      Thanks, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:03/13/2025

      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.
      I scheduled my fingerprinting to be completed on Thursday 3/13/25 and their system automatically changed it to 3/14/25 without notifying me. I came to the place to get it completed as scheduled on 3/13 and they said they were available to do it but confirmed identogo changed it to 3/14 and I had to call them to fix it. Upon calling their customer service number to fix it and being put on hold for almost 25 mins, they informed me that the computer sometimes automatically changes appointments and that there is nothing they can do to fix it. They are completely incompetent with regards to how their system works or how to schedule anything properly and just make excuses for everything, but said they could have a supervisor call me back in 2 days to try and reschedule it yet again. I expect a refund of my money due to their incompetence but know since they obviously don't respond to customer complaints that they are just into this for money and don't care about others. I will be contacting ************* about this as well and start pressing them to change companies since this one needs to be investigated.

      Business Response

      Date: 03/19/2025

      Hello,

      We sincerely apologize for the inaccurate information provided by our customer service department. 

      We can confirm that same day appointments are not able to be scheduled, and that the IDEMIA system is not capable of automatically changing an appointment.  The appointment was scheduled on 3/13/25 by the applicant via our website for 3/14/2025 at 12:30PM.   

      A full refund has been issued as we truly value our customers and their experience with us.

      Best Regards, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:02/18/2025

      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.
      Transaction was in August of 2024. Requested *** PreCheck renewal, which should have taken 3-5 business days. It's been over 6 months. I called Idemia, and they said to call *** because there was nothing they could do. I called TSA, who said that Idemia needs to be the one to renew my PreCheck. I am hopeful that *** will be able to drive Idemia to take action and provide the service I paid for over 6 months ago, but based on the game of hot potato.... I'm honestly skeptical that Idemia will do anything even with pressure from ***.

      Business Response

      Date: 02/24/2025

      Hello *****, 

      It seems TSA had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible on 2/21/2025 and your known traveler number should now be renewed. 


      If you are still experiencing issues, please contact our call center, ************, for additional assistance.

      Thank you, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:02/12/2025

      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.
      refund or fulfill their paid obligations, please see upload attachment.

      Business Response

      Date: 02/24/2025

      Hello Saturdai, 

      It seems *** had to conduct a longer than normal background check while completing your application, resulting in extended processing times. IDEMIA has confirmed you were found eligible on 2/21/2025 and should have received your known traveler number. 


      If you are still experiencing issues, please contact our call center, ************, for additional assistance. 


      Thanks, 

      IDEMIA Customer Service

    • Initial Complaint

      Date:01/07/2025

      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.
      Went to the ************ location. Several people in the lobby and no one around. Found out that there was an equipment issue from the woman in the floor lobby but she couldnt reach anyone. Called Idemia and was told a ticket would be submitted to her supervisor but the supervisor may not respond that day. After a while was clear no one was going to show up. There was no path to escalating the issue at that moment to help others who were arriving. Finally, the customer service *** could not help with rescheduling and did not transfer me to be rescheduled. 1) There should have been a notification sent to all applicants about the office being closed and 2) when Idemia was notified of absent employees, the issue should have been escalated and handled immediately to help with rescheduling and prevent others coming in (not within 24 hours). The latter is the worst ******* sister took time off work to drive me to this appointment. I rescheduled to another location today and she once again has to take time off to drive me. As there is no clear path to talk to someone who act on an issue, Im filing a complaint at the BBB. For a technology company, the service and responsiveness should be much better.

      Business Response

      Date: 01/14/2025

      Hello Ms *************************** want to sincerely apologize for not providing timely notification regarding the closure in *********, **. Unfortunately, there were issues with the equipment that resulted in the enrollment center not being able to operate properly. Due to this, the site was forced to close while awaiting ***lacement equipment. 

      Upon investigation, we did confirm the customer service *** did escalate a ticket for further review. Once notified, the IDEMIA manager immediately reached out to the site due to the severity of the situation. Please rest assured that the matter is being prioritized. 

      At IDEMIA, we strive to keep our communication clear and accurate. Regrettably, in this instance, we fell short of our standards. Please know that we have discussed this with the site and are re-training the agent, so this does not occur again in the future.

      IDEMIA Customer Service

    • Initial Complaint

      Date:12/11/2024

      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.
      IdentoGo has been authorized by the state of Missouri to be the company to handle sensitive fingerprints and social security numbers as well as have access to a database of the American people's background. It is unacceptable to grant such a company these privilege's when they don't take security seriously. Following IdentoGo's own instructions, my husband and I got our fingerprints taken at the local sheriffs office and sent the prints off. The instructions did not say to FIRST register and print off the authorization paper with the barcode before I send off my fingerprints. In fact, it said after I get my fingerprints to register online. There was nothing in the instructions that said that I would be sending anything with the fingerprint cards. This is misleading information that got me in this mess. My husband and I sent off our cards and then called a few days later (because of the Thanksgiving holiday, weekend, and time zone difference) to see if we could fax or send in the printed required forms to go with our fingerprints. We were told that our fingerprint cards were sent back to the address provided, although they could not identify the address that was provided and they verified that they sent such sensitive information through the mail without tracking. Two weeks later and we still have not received our fingerprint cards back. We are left to wonder if someone else has our fingerprints and social security number as well as our eye color, our hair color, our height and weight. Who ever receives our cards will have all types of information on us. Its so nice to know that a company like this takes security so haphazardly and has access to so many peoples sensitive information. Not to mention that IdentoGo has an F rating on BBB.

      Business Response

      Date: 12/20/2024

      IDEMIA has carefully investigated this record and confirmed the hard cards we received in our card scan department on 11/25/24 and logged on 11/26/24. (The agreement with ** is to have hard card submissions logged within a 24-hour timeframe.) After logging the cards, it was determined the applicants had not pre-enrolled nor paid for their enrollment, therefore, the cards were placed in returns on 11/26/24. The ******************** was closed 11/27 - 11/29 for the Thanksgiving holiday.  Upon returning on Monday, December 2, 2024, the returns from 11/26 were mailed out to the address that is on file per the system. This address should have been verified by customer service during the initial call.
      Additionally, during the investigation, IDEMIA confirmed the ** state program does provide specific instructions to each applicant on how to correctly have their fingerprints processed and bullet point #2 gives further instructions on how to proceed with pre-enrollment. Please see screenshot attached.

      IDEMIA Customer Service

    • Initial Complaint

      Date:11/15/2024

      Type:Service or Repair 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.
      IDEMIA representative at GPT TSA precheck deemed my original birth certificate issued by the *********************** as unacceptable because it was a short form. It is not a short form and has been accepted for 56 years by all US agencies, including ***, as a certified certificate of birth.

      Business Response

      Date: 11/22/2024

      Hello *********, 

      Thank you for taking the time to speak with our call center representative. We sincerely apologize for the inconvenience you experienced and for the denial of service during your recent interaction with IDEMIA. We deeply regret the situation and understand how frustrating it must have been for you. At IDEMIA we strive to provide exceptional customer service, and we fell short of that commitment in this instance. 
      Please know that your feedback is invaluable to us, and we are taking this matter seriously to improve our processes and ensure better service in the future. Our agent has been retrained on the proper documents to accept as well as provided with the contact information for those that can assist with confirming whether or not a document is acceptable. 
      We understand that your schedule does not allow for an enrollment at this time. Please call us at ************ when you have availability to return so we can assist with creating a smooth transaction. 

      Thanks, 

      IDEMIA Customer Service

      Customer Answer

      Date: 11/22/2024

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response completely satisfies 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

      Date:11/12/2024

      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 applied for *** pre-check on 8/27/2024 through an Idemia processing location. I was told most applicants receive their KTN w/3-5 days of application. I have made countless calls to ************************ Pre-check cust. support with no one providing answers to the cause of the extended delay of the production of my KTN. Their information says applications are expected to be completed within 60 days. Mine is going on 90 days. Last time I spoke with an Idemia **** by phone, I asked if there is any additional information required to process my application and was told "No additional information was required. The said at that time a "Escalation Ticket" is being submitted for my concern. That was wks. ago & I have not been contacted. I only receive an email every ********************************************************** progress.This company is not upfront about their behind the scenes operations and no accountability. No one you speak to can actually get your application pushed through according to them.I will be seeking a full refund for my troubles and still demand what I paid for.

      Business Response

      Date: 11/18/2024

      Hello *****, 

      IDEMIA has investigated and determined that your enrollment package was completed properly and successfully transmitted for background check initiation and eligibility determination, which is completed through the *** and TSA. IDEMIA opened an escalation ticket with *** for resolution on your behalf and your background check has been determined as eligible as of 11/15 and your *** has now been issued. While we understand this is frustrating there are cases that do indeed take longer.  IDEMIA collects the information for TSA, we have no way to know the cause of delay and why it takes longer than the prescribed 60 days.  

      Thanks,

      Customer Answer

      Date: 11/19/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

      11/19/2024

      I do not accept Idemia's response to my complaint. They only finally completed the processing of my *** Pre Check application because your agency was summond to mediate. There are many complaints from many other customers whom paid $78.00 & advised of 2-3 day turn around & worst case scenario up to 60 days. During this almost 90 day period of my application, I missed the opportunity to use my TSA Pre check status on air travel in month of October 2024. They have caused much frustration & stress through their poor customer svc. & unbothered behavior. I would like a complete Refund as some compensation for the inconvenience.

       

      Business Response

      Date: 12/06/2024

      Hello, 

      We confirmed submission and *** is responsible for the adjudication and determination.  IDEMIA is the fingerprint vendor which captures the required fingerprints and sends them over to TSA.  Some adjudications take longer than others and unfortunately, this application was one of those that took longer than expected to receive the ***. We followed proper procedure and opened a ticket that was escalated from IDEMIA to *** on 10/31, requesting them to look at the customer's enrollment. We dont see the correlation of a BBB complaint forcing anything to be completed.   While we understand this is frustrating, there are cases that do indeed take longer.  IDEMIA solely collects the information for TSA, we have no way to know the cause of delay and why it takes longer than the prescribed 60 days.  

      Please review the following TSA website, *****************************;, under read more information, which explains this issue.  The customer's KTN was received by TSA on 11/15/24. 

      Thank you,

      IDEMIA Customer Service

    • Initial Complaint

      Date:11/08/2024

      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.
      On 8/16/24 I attended Idemia located at *************************************************************** located inside AAA at 12 PM. to get *** Precheck. I was told the process would take a couple of days or a maximum of 60 days to be processed. today is 11/8/24 and I cannot get any updates on my application short of hearing there is an open ticket to look into it and no end date for a possible resolution. I requested to get the service offered to be offered a full refund. I was told by representative ****** I cannot get either; I can only wait a keep calling to check, I asked for a manager and was told after a wait that there was no manager available to help me. at this point I have called multiple time and cannot get help. I would like a full refund and try a different servicer.

      Business Response

      Date: 11/14/2024

      Hello *******,

      IDEMIA has investigated and determined that your enrollment package was completed properly and successfully transmitted for background check initiation and eligibility determination, which is completed through the *** and TSA. IDEMIA opened an escalation ticket with *** for resolution on your behalf and your background check has been determined as eligible as of 11/10 and your *** has now been issued. IDEMIA has issued a refund. You will be contacted by a customer service representative, if you have not been already, at the contact information you provided during your enrollment, regarding the refund and to ensure you have your KTN.

      Best Regards, 

      IDEMIA Customer Service

    IDEMIA Identity & Security USA, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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