ComplaintsforCastle Branch Inc

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a current FNP-MSN student at ************************. The university uses Castlebranch to track student compliance for completion of requirements for clinical rotations. Castlebranch sent me an email on 7/30/24 stating that my Blood Borne Pathogen training certification would be expiring "in 60 days". According to their own records, this training was set to expire on 9/23/24.In order to avoid a disruption of my clinical hours and a subsequent delay to my graduation, I decided to complete the annual training on 7/30/24. However, I was unable to upload the certificate of completion to the system because the requirement was not yet due.I sent an email to Castlebranch on 7/30/24 asking for assistance to upload the document now rather than waiting for the September expiration date. Castlebranch responded to my inquiry by closing it out and marking is as "resolved" without any other explanation.Today, 7/31/24, I received a notification email from Castlebranch that I am now out of compliance for this requirement and they listed a due date of 7/30/24.Because of this erroneous reporting, my school program coordinator has suspended me from clinical rotation for 1 week because Castlebranch only updates student records every Wednesday and they cannot confirm my compliance until then.I am now going to miss my December graduation and have to complete additional clinical hours to compensate for the lost dates. This is completely unacceptable and beyond frustrating as I have no way to dispute it directly with Castlebranch and their only offer was to expedite my certificate upload for a "starting" fee of $50.00. I should not have to pay for the mistake made by Castlebranch and I should not have to miss clinical hours and delay my graduation because of this issue. Unfortunately, I have been unable to obtain any resolution from my university nursing program administrators or Castlebranch.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a background on 5/3/2024. According to their website it should take 3-5 business days to complete. Its now 5/23/2024. I have called multiple times with no resolution. They stated that they are having connectivity issues with ***************. Based on other reviews, that seems to be a common problem with this company. They denied giving me a refund even though they have not delivered on their end. ***************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am in danger of losing my placement at my practicum because Castlebranch is unable to get a password that works on my account for the ********************** Litmus. I have been given three passwords, but all have failed. Of course, Castlebranch Litmus does not take live calls, so every time I have had to go through customer service all they can do is put in another request for Litmus to issue another password.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I submitted an order for a background check on 1/18/2024. The website states most background checks are completed within 3-5 business days, with some jurisdictions taking a bit longer. I called to check on the status of my background check on 1/30/24, as two counties still showed in progress on my background check, but everything else was completed. At that time, they advised me they would put a late alert on my account and would update me in a couple of days. On 2/15/24, I submitted an online inquiry on my account requesting an update and received no response. On 2/19/24, I called the help desk and was advised at that time that the background check department was still waiting on my results and I should have my school reach out for additional options on how to get the background check completed, but they refused to provide the additional options to me, the paying customer. This is unacceptable. I even asked if I should submit an order for a whole new background check and was told this would not be helpful.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have submitting my professional NP student liability documents since 07/2023. Castlebranch keeps denying reporting that my document is blank. I was told today that CB has an issue seeing docs from Berxi my professional liability provider. They are only able to see the header. CB has failed to indicate this under the denial reasons so I could mediate the problem, and/or has failed to fix the issue on their behalf so this no longer occurs. They have cost me from starting clinicals due to their negligence. They knew for some time they had this issue and yet never told me but kept denying my uploads thus I had no clearance to start clinicals. For months this was going on. Then I was hung up on while waiting to speak to a supervisor and when I called back ******* refused to put a supervisor on unless I repeated the problem all over again. I had to ask 5 times before she finally transferred me. I have screenshot and then uploaded the form as the customer service agent suggested and again only found this out after i became extremely upset.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for a background check in Nov 2023. The information on the background check was inaccurate. I have place disputes on 1/5/24, 1/17/24 and nothing as been updated. Also an address for ** is listed which I havent lived there at all. I have been recently kicked out of school due to the inaccurate information on my background which need to be corrected asap so I can re-enroll in school.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am in danger of losing my place in my practicum. I have submitted all of my documents, and they are all correct. Several of the documents have stayed in the same in process mode for many days at a time. They are not looked at and nothing changes. My Covid test was rejected stating it was incomplete even though it is absolutely correct. I have had four vaccinations. Actually more than what is required. I am dreading that they may reject other things that I know are all correct and valid. It would take two seconds to look at these things and to approve them but nobody seems to be doing anything at all. I am very upset, because I am about to be kicked out of my practicum - in fact, tomorrow is the deadline. I worked very hard to find a site to do this practicum. I live in a rural area, and it is very difficult to find a preceptor who is willing to accommodate you. I have already had to take a year off because of that and now because of this incompetent company I may have to make it two years . It is not fair that I have paid for a service, and they advertise that they review things in 3 to 5 business days when in fact, its more like anywhere from eight business days upwards to three weeks or more. Either do as you promise Or hire more people Or train them better Or just go out of business. It is not fair what you are doing. I have called customer service several times and after being on hold for 40 minutes to over an hour I am told that things are being worked on and or corrected and that is just simply not true. Today. I am composing an email to field nursing at ******, explaining to them that once again, castle branch is messing up someones future, and they really need to override them and do something about this. If you had any sense of business, and any sense of customer service, you would expedite my order and approve everything immediately. It behooves you to deliver what you say you are going to. Please approve and finish my order It is all there, and it is all correct.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Castle Branch Medical Document Manager package. The product states that reviews are completed between 3-5 business days. I have been waiting 7 business days to get my drug screen approved. Calls/emails to Castle Branch have been fruitless. I receive auto-responses to my emails, and representatives "redirect my call" when I call only to disconnect me. My school deadline is approaching, I need Castle Branch to finish the job.

  Business response

  08/29/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues getting your drug screen approved. We have had a representative reach out to you multiple times to walk you through the process. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

  Customer response

  08/29/2023

   
  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

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently attending **************************. I sent in a background check request with Castle Branch on 8/1/2023. I have 6 counties that needed to be processed. All but one county came back within a few days. Today is 8/21/2023. I called castle branch on 8/10/2023 to find out what was taking so long for this one specific county to finish processing, being I haven't lived there in over 15 years. The laduly not one mentioned about Hillsborough County's sites being down. She told me she was going to put in a rush order. So I called back on 8/18/2023 to see if there was any updates. This lady told me that Hillsborough County's site has been down for several weeks now. Ok, so I asked them who in Hillsborough County I can call because that doesn't seem right. She told me that information was confidential. Now, castle branch has *************** information, I read through their terms of agreement and their privacy policy and no where does it state that any of the 3rd party companies they use are to be confidential. I feel like Castle Branch is lying about something and I do not trust my information with them anymore. I cannot get ACCEPTED into ********* until this background check is completed. I'm in week 3 of classes already and financial aid will not disburse until I am fully accepted. I have tried to speak with a supervisor at Castle and no responses. Especially since the lady I spoke to from Castle Branch said she spoke to a supervisor and was going to transfer me. Funny how I was sent to voice-mail with no returned calls..

  Business response

  09/01/2023

  Thank you for providing feedback regarding your experience with CastleBranch. Please be assured that we did everything within our control to expedite your order. As a consumer reporting agency, we rely on outside sources to provide information for background checks. State agencies and other organizations work diligently to process these requests, and some searches take an extended processing time. An Individual from our User Experience Team reach out on August 21, ************************************************* process with a rush request entered. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted my schools code for a background check on 7-7-23. CastleBranch website advertises a 3-5 business day turn around. It is now 8-10-23. I, like many of the complaints I've read, am in jeopardy of losing my place in school because of this delay. It might be apt to change your advertising to 3 days to 6-weeks.

  Business response

  08/29/2023

  Thank you for taking the time to provide feedback regarding your experience with CastleBranch. We understand you are having issues getting your background check process completed. We have had a representative reach out to you to walk you through the process, they have left voicemails. Please be assured that our only intent is to be completely transparent with our services. Your communication with CastleBranch has been investigated and all necessary coaching is being conducted to ensure that representatives convey this accurately. Should you need anything further, please do not hesitate to contact us at any time by submitting an inquiry through your account, using our chat function, or calling us at **************

  Customer response

  08/29/2023

   
  Complaint: 20452753
  
  I am rejecting this response because:

  No one has called or reached out to me except in response to my calls. There have been no voicemails. The only communication has been to tell me that you will expedite my request, then that the request can no longer be expedited and now that there is no longer an ETA for completion. Why do you advertise 5 business days when clearly so many people are having to wait well over a month?

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

  Business response

  09/20/2023

  We appreciate your feedback. The CastleBranch User Support Team is here to provide dedicated assistance for all of your inquiries and concerns. Our User Experience Specialists are available during regular business hours at ************ (Option 1). We look forward to the opportunity to connect with you and work together to address any outstanding issues or concerns you may have.

  Customer response

  09/20/2023

   
  Complaint: 20452753
  
  I am rejecting this response because:

  While I appreciate having a phone number to call I really just need my background check completed. As of yet the only thing that happens when I've taken the time to call is a representative will tell me there is no ETA and you're working as fast as you can.
  
  Sincerely,
  
  *************************

*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. ↩