Complaints

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Printscan says they are *** approved but there is no I fo identifying them on the fingerprint cards so the *** will not accept it.

  Business response

  03/20/2024

  Hello,

  ******* is claiming we didn't complete the information correctly on the fingerprint cards he received. PrintScan is listed as an *** Approved ********* on the *** website listed here:*********************************************************************************************************************. Although, it is not required for anyone to be an approved *** ********* just to complete fingerprint cards for someone, which is a service we have been offering for close to 20 years. PrintScan had their information printed on the back of FD-258 cards for many years, until we were specifically requested to remove the information. There is no where on the card that requires any information pertaining to who captured the applicants fingerprints, except the signature of the official who captured the fingerprints, which is clearly on the fingerprint card ******* received.

  Attached is the entire email chain between PrintScan and *******. He said we didn't put our company name under "employer field" on his card. PrintScan is not *******'s employer therefore our information does not go there. ******* is not eligible for a refund. Please also see detailed instructions on how to fill out a fingerprint card directly from the ***: **************************************************************************************************************************************************************************

  Please let us know if you have any questions.

   

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Printscan's reply is saying that I am saying this. I am not the one asking for the information,  the *** is asking for this information and printscan said they will not provide it. In the letter from the *** the *** is asking for their signature to be legible and or employer of the official who took the fingerprints. I forwarded this response from the *** to printscan. I paid and requested *** fingerprint cards which is a service they advertise. The *** is asking for more information or a legible signature in order to use the cards provided by printscan. Printscan is refusing to correct or provide the information required by the *** meaning the service I paid for is no good. Again the *** is asking for this information,  it is not me as claimed by Printscan. Once again, here is the response from the ***, not me.

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

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

  ***********, ** *****

  RE: Voluntary Appeal File (VAF)

  Dear ******************:

   The ***'s Criminal ******************* Services (CJIS) Division received your clients,

  *******************************, Voluntary Appeal File (VAF) request. Unfortunately, your clients requestcould not be processed. The fingerprint card provided did not reflect required information:

  Name, Date of Birth, Signature of Person Fingerprinted, an ****************** Identifiernumber along with the legible signature of the official taking the fingerprints, or the agencys identifying information along with a legible signature of the official taking the fingerprints. Therefore, no further action will be taken on this VAF request until a sufficient VAF application and fingerprint card are submitted 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/21/2024

  It appears the reason for rejection is the fact the ****************** Identifier / agency's identifying information is missing since the signature is clearly shown on the fingerprint card. PrintScan is a fingerprinting company that provides the service of fingerprints. We do not have an **** The *** is specific to the agency that requested ******* be fingerprinted so when the fingerprint cards are processed the background results will go to the agency requesting them based on the ***#. It appears the reason they cannot be processed is because they do not know who to disseminate the results to because the ***# is missing from the fingerprint card. As per the description of *** attached, "If you do not have an *** ******* you can contact your NCIC Control *********************** and an *** ****** will be assigned to your agency.  **************** should contact their *************** Coordinator to obtain an *** ******." ******* needs to reach out to whoever requested his fingerprints to obtain the correct ***# to submit his cards correctly for processing. This has nothing to do with PrintScan.

  Customer response

  03/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The *** requested my fingerprints. No third party is involved. The *** rejected the card as shown in the letter from the ***. Printscan provided the card and printed the signature so tiny that it is not legible as stated in the letter from the ***. Once again, it has nothing to do with me. The *** rejected the *** fingerprint card I purchased from printscan rendering the product worthless. Printscan refuses to do a simple reprint with a larger, legible signature as requested by the *** in the letter provided. In bold letters the *** asks for the info they need. Printscan.com is making assumptions and attempting to tell us what the *** "needs" and how it it differs from what printscan provided even though the rejection letter from the *** clearly outlines what is required.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The phone number on PrintScan's website ************* is incorrect. It connects to another company that provides similar service called Identogo.

  Business response

  05/05/2023

  ************ is a number directly to PrintScan. When you call there is a message prompt that says listen carefully as our menu options have changed:

  ** / *************'s Identogo fingerprinting press - 2

  TSA Precheck / TWIC - 3

  Mobile fingerprinting / Appointment Scheduling - 4

  Technical Support - 5

  Sales - 6

  ********** Live Scan - 7

  All other inquiries - 0

  The individual is not listening to the menu prompts, and pressing 2 which redirects to Identogo.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $98.60 for finger prints for *** background check as required by my MSN school and had them taken twice by Printscan, paid $25 each time for 2nd day shipping and both times were rejected by the *** as unclassifiable (unable to read). Now I am told I will have to pay another $100 to sign up through the school plus pay for new fingerprinting elsewhere and pay for shipping again. When I called Printscan ***************************, administrator for the company she said they are not responsible for the quality of the fingerprints, basically not their problem. When I had the prints completed by their representative, I was told the fingerprints were acceptable.

  Business response

  07/25/2022

  Victoria made an appointment at one of our nationwide network locations. She was fingerprinted on a kiosk electronically and her prints were printed on fingerprint cards and shipped to her. She had informed us the prints were rejected. PrintScan's Terms and Conditions (screenshot of appointment email with this info also attached) states:

  Terms and ****************** services are performed, you acknowledge that you are purchasing a non-refundable service and accepting the Terms and Conditions. Once your information and fingerprints have been submitted for processing to the requesting agency, you will not be eligible for a refund. In the event of a rejection, you will be allowed one reprint and resubmission at no cost. Rejections are considered a result and do not make you eligible for a refund. If your charge is disputed through the bank directly, your acknowledgement to these Terms and Conditions will be shared. The company name that appears on your credit card statement will be "KID-SCAN LLC". Please contact ****************** if you have any questions regarding your credit card payment.

  Fingerprint quality is determined by a number of factors, and there are instances when fingerprints can be rejected due to low quality images. This is generally due to age or various skin conditions and is most times beyond anyones control. Our technicians are trained to take the best possible prints. We offer one free reprint per paid transaction, in cases of rejection. This problem occurs with approximately 1%-5% of the general population.
  

   

  Unfortunately, a rejection does not result in a refund, since services were rendered, and quality of fingerprints are out of PrintScan's control. ****** offered her a free fingerprint due to the rejection, and she refused to go back and be fingerprinted.

   

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ****** offered a second reprint and I did go get it done the second time (response indicates I refused, not true). The technician had difficulties with the machine not reading correctly and told me (for the second time) that they always have difficulties with the machines.  The technician called the print scan company who over-rode the machine forcing acceptance and told me these were acceptable prints.  Obviously, they were not.  ****** did not offer a third reprint.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/08/2022

  ******** made an appointment at one of our nationwide network locations. She was fingerprinted on a kiosk electronically and her prints were printed on fingerprint cards and shipped to her. She had informed us the prints were rejected. PrintScan's Terms and Conditions (screenshot of appointment email with this info also attached) states:

  Terms and ****************** services are performed, you acknowledge that you are purchasing a non-refundable service and accepting the Terms and Conditions. Once your information and fingerprints have been submitted for processing to the requesting agency, you will not be eligible for a refund. In the event of a rejection, you will be allowed one reprint and resubmission at no cost. Rejections are considered a result and do not make you eligible for a refund. If your charge is disputed through the bank directly,your acknowledgement to these Terms and Conditions will be shared. The company name that appears on your credit card statement will be "KID-SCAN LLC". Please contact ****************** if you have any questions regarding your credit card payment.
  Fingerprint quality is determined by a number of factors, and there are instances when fingerprints can be rejected due to low quality images. This is generally due to age or various skin conditions and is most times beyond anyones control. Our technicians are trained to take the best possible prints.We offer one free reprint per paid transaction, in cases of rejection. This problem occurs with approximately 1%-5% of the general population.
  
  

  ****** offered her a free fingerprint due to the rejection, and (I apologize, I was misinformed about ******** refusing) ******** did get a new appointment and new set of cards, at NO charge as promised, and unfortunately, due to the quality of her fingerprints, she was rejected again. She called PrintScan and spoke to ****** who explained that it's one free reprint per paid transaction, and that she would need to pay for a third set of fingerprints. ******** was unhappy about this, complaining that she must pay the agency for these submissions. ****** suggested she reach out to the agency requesting her prints for an alternate method of conducting the background check (ex: name based) since her prints were getting rejected, and she hung up on ******.

  PrintScan ultimately cannot control the quality of an applicant's fingerprints. Rejections are uncommon and typically a result of worn away fingerprint detail. Common causes of poor quality fingerprints are related to an applicant's lifestyle, such as exposure of chemical cleaning products, excessive handwashing, rock climbing, etc... PrintScan's rejection rate is less than 1%, far below the *** standard of less than 2%.

  Please feel free to reach out to me with any other questions.

*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. ↩