Business Profile

Cyber Security

Kroll

Headquarters

Complaints

This profile includes complaints for Kroll's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

137 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

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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.

Initial Complaint
Date:01/29/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 was contacted via mail dated 12/22/23 by my mortgage service provider LoanCare, to inform me that my personal information ( name, address, SSN, ************* were obtained by an undisclosed bad actor in a data breach event that happened on or around November, 19 2023. The letter goes on to inform me that Im being offered free credit monitoring by Kroll. In this letter are instructions on how to sign up for Kroll services. When following the instructions the Kroll web site, entering my information returns a message that my name and information is not recognized by their system for free services and Im asked for a credit card or other form of payment to enroll. Calls to Kroll to ask about this error resulted in hold times exceeding 20 mins on two occasions, and no person I have been connected to on three attempts has provided any useful information or satisfactory results.
Business Response
Date: 02/20/2024

On February 9 and February 12th, 2024, a Kroll agent reached out to ************** via phone to assist and answer any questions that he may have. The agent has been unable to reach ************** to resolve and present issues. A voicemail message has been left with contact information for ************** to reach Kroll for further assistance.
Initial Complaint
Date:01/25/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
This January we received a data breach letter from Delta Dental that offers Kroll as protection for identity monitoring services. We have received similar letters previously from other organizations' breaches and have already enrolled in Kroll services. On our credit reports we were notified that our social security numbers, birthdates, driver's license numbers, email accounts and passwords were found on the dark web. We recently (December 2023) received phone calls from someone (identifying us by name and listing our social security numbers and birthdates) posing as a collection agency trying to get us to send them money for a loan taken out in 2016. We immediately put fraud alerts on our credit accounts. We tried to extend Kroll services for this current breach but were told they can only offer their services if we create other new emails. We already have created 2 new emails, one of which was cancelled by the internet supplier for lack of use. We want Kroll to find a way for us to use our current email accounts instead of continually creating new emails. Data breaches are not diminishing--they are increasing. Kroll needs to improve their business model to accommodate these occurrences. Their customer support is highly inadequate. We contacted them twice, asking for escalation, but have never received any contact in return.
Business Response
Date: 02/13/2024
On February 13, ****, a Kroll agent reached out to Mr. and *************************** via phone to assist with their account and answer any questions that they may have. All concerns were addressed and resolved.
Customer Answer
Date: 02/15/2024
We were contacted by a Kroll representative, who arranged for us to create an account with them for this latest data breach via mail rather than over the internet, which would have necessitated creating new email accounts for each of us. This was satisfactory for us, and we wonder why this wasn't offered to us in our numerous calls to their customer support center. We're sorry it took a BBB complaint for this to happen, but we're satisfied with this outcome and cooperation from the company. Thank you to BBB for this platform to obtain an amicable result.
Customer Answer
Date: 02/15/2024

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:01/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 an email yesterday from Kroll stating... "A change has been detected in your credit file. We monitor your credit file for changes such as new credit searches, new accounts, changes in address or public records. Please log in to your account to review details of the alert and recommended actions." I've called Kroll multiple time only to be on hold for over an hour with no answer. This is frustrating and need a response as to why I received the email and how to resolve it.
Business Response
Date: 02/13/2024
On January 35, ****, a Kroll agent reached out to ************** via phone to assist with her account and answer any questions that she may have. The concerns have been addressed and resolved.
Customer Answer
Date: 02/13/2024
I'm grateful for BBB in getting Kroll to respond to my complaint and yes, Kroll a agent reached out to me but not from the department that I was initially told to contact and call, that department that I was on hold 3x with the first two times being over 2 hours and never was connected. By chance I tried a Kroll department in ****** and that agent retuned my call and then sent me an email and assured me that if I have any other issues all I need to do is to respond to the email thread that we have started. The agent told me that the information Kroll gives to the public to contact them is not clear and she walked me though the process which no customer would have ever have figured it out on their own. The agent told me that from now on just respond to the thread she initiated and she will make sure that all my concerns were addressed. I wanted to add this information because there are many others who are trying to reach Kroll but they have made it difficult for customers to do so. In their response to BBB they are not taking accountability for the difficulty in getting through to a customer service rep and that issue still is has not been resolved.
Initial Complaint
Date:01/17/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 was notified September 30, 2023 of "an event" that involved my protected health information and the health care provider who had secured the services of Kroll to provide two years of identity monitoring services at no cost to me for which I signed up for with the provided membership number.Now when I attempt to sign in to Kroll the web site indicates:"Our records indicate your account is no longer active. If you believe you have received this message in error, please contact member services at *************************************."Attempted to contact Kroll with zero reply.
Business Response
Date: 02/07/2024
On January 29, ****, a Kroll agent reached out to **************** via phone to assist with his account and answer any questions that he may have. All issues are now resolved.
Initial Complaint
Date:01/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 notice about a month ago that our mortgage servicer experienced a data breach and that our information could have been leaked. The mortgage servicer in response was including 2 years of monitoring at their cost, utilizing Kroll monitoring services. I first confirmed that the message was not scam by confirming with our mortgage provider online and by phone. I then immediately created the account using the provided account ID in the letter. Created the account but received errors "verifying my identity". I spent the following days, totaling near 6 hours over the phone attempting to resolve the issue. Being placed on hold for 1/3rd of that time and talking with multiple people. They asked that I contact Experian and their feedback was that they could not even find my account to exist with **********************. After the near 6hrs of back and forth, Kroll said they would make a service ticket and to try back in 3-4 business days. I attempted to try after that time and could not access my account anymore "userpool does not exist". Spent another couple days and 1-2 hours over the phone with multiple representatives all for, "service ticket created try back in 2-3 days". Attempted again after the requested wait time and still the same error. At this point, which was one week ago, I sent an email explaining my frustration with all the issues, requesting a manager or supervisor reach out to me by phone or email to explain what is going on and when I can expect a solution. As our private information is input into a non-functioning account that I cannot even access. It has been over a week since my latest attempt to contact them and I have yet to receive any feedback. At this point I was wanting to remove my private information from them and delete my account, because I do not trust my information with them at this point, but I cannot even access my account to do this.
Business Response
Date: 01/22/2024

On January 16, ****, a Kroll agent reached out to **************** via phone to assist with his account and answer any questions that he may have. ************************ concerned are now resolved.
Customer Answer
Date: 01/24/2024

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:01/03/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
Can't enroll in Kroll Monitoring
Business Response
Date: 01/09/2024
Thank you for your feedback. We were glad to be able to connect with you on today to help address your concerns. Please dont hesitate to reach out if you have any additional questions.
Initial Complaint
Date:12/20/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Kroll is handling the distribution of class settlement (******** vs ****************** the case has ended (decreed final) on 11/6/23. Was told within 30 days to receive settlement. I have reached out to kroll for an update when payments will be issued, all I get is an automated response,stating sept.6 is final hearing. When it is already over. Their site doesnt update anything to say when payments will be sent out. I call and the automated system has the same old message.
Business Response
Date: 12/20/2023
Thank you for contacting us regarding ********, et al.v. ***************************. The hearing to consider the fairness of the Settlement was held on October 20, 2023, and the Settlement was approved.Eligible Settlement Class Members whose Claims were approved by the Settlement Administrator will be sent payment after all appeals and other reviews, if any,are completed. Distribution for this Settlement will commence in late December 2023. For additional information you may visit: www.marymountsettlement.com or call the Toll-Free Number: **************.
Thank you!
Customer Answer
Date: 12/20/2023
It was already settled on November 6,2023. There arent anymore appeals!
this is what I mean by old Information. Its like automated electronic answers all the time from these people.
Customer Answer
Date: 12/30/2023
Resolved! Thanks
Initial Complaint
Date:12/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 letter from my insurance company that there had been a data breach and they were offering me year of monitoring for free, from Kroll. I attempted to sign up multiple times and each time the Kroll website said my ID number was incorrect. I gave up and left it. A few weeks later I get an email from Kroll saying to log in and view an alert. Strangely I am able to log in despite being told before couldnt make an account. But now the ********************** site wont load and I cannot access the inbox to view my alert. No one answers when I call their customer service number and now I fear this itself was a scam.
Business Response
Date: 12/13/2023

On December 13, 2023, a Kroll agent reached out to ******************** via phone to assist with his account and answer any questions that he may have. ************************ information will be cleared from Kroll systems as requested.
Initial Complaint
Date:12/07/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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.
**************** Aerosol Products Class Action Settlement Your Class Member ID is ************* I reached out to business to update address and reissue my settlement check. Although the business acknowledged change of information more than 6-7 weeks ago they have not yet reissued my settlement benefit via check to updated address
Business Response
Date: 12/13/2023
We have come to recognize that there are multiple parties at this same address (*********************************************************) that have made numerous attempts to receive payments in varying cases across our organization. In each instance, we have determined the claimant(s) to be ineligible for payment for a variety of reasons and, accordingly, settlement payments have been denied. When they have contacted us, we have advised that the claims they have made have been deemed ineligible for payment. Notwithstanding, these claimants continue their attempts at collection, even going so far as to file multiple complaints with your organization. Please note that to the extent you have a list of bad actors, these claimants should be added to that list.

Should you have any additional questions or concerns regarding these inquiries, please feel free to contact us.
Customer Answer
Date: 12/15/2023

Complaint: 20974757

I am rejecting this response because: The response form the company seems to suggest that this complaint has been filed in bad faith as a bad actor to make attempts to collect the settlement funds multiple times after they have informed my claim has been denied . Let me clarify to the company contact who responded that the administrator of the case is not providing them with the factual information. My email communication with the admin clearly shows that they never informed me my the status of my claim although i asked them multiple times (infact in the email i specifically asked about the status of my claim and just got automated responses which did not provide the claim status) - i can provide these emails as proof to BBB if required. The last email only said that your information has been updated . It is the reponsibility of the admin to update the claimant with the status and ask for any proof if necessary (this was never done) There was no mention of any claim denial at any point before or after my contact with the company . There is absolutely no reason to file complaint with BBB if the company informed me that my claim has been denied. Also i can confirm to the company no other check has been sent to this address for this settlement
Since the company has now informed me that the my claim status is denied , BBB can go ahead and close this complaint with the company

Sincerely,

*****************
Initial Complaint
Date:12/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 or around JUN2022, I received a notice from Kroll (******************************************************) that I was part of the Dodge Dart Manual Transmission Settlement.Unfortunately, in the ~18 month since then, I have heard nothing else from them, despite updating my contact information with them around that initial JUN2022 date. Because of the lack of notification, I have had little insights as to the ongoing lawsuit and settlement.Fortunately, around OCT2023, I was reminded of this again and I went to the above-mentioned website. At this time, I saw that a settlement has appeared to have been reached and I called Kroll to advise them of my situation and ask them what next steps I should take.My situation is as follows:* I bought a 2013 Dodge Dart, which appears to meet the other qualifications for the settlement around 2013 * When buying this vehicle, I also bought an extended 10-year warranty coverage * Since the settlement of this lawsuit includes a 1-year extension on when one can get the clutch slave cylinder replaced under warranty coverage, I am obviously in quite a rush to get this replaced since this extended coverage is going to lapse soon In explaining this to Kroll, they recommended that I contact my local dealership to have this taken care of, which I did.So, around 15OCT2023, I contacted West Hills/********* Chrystler Dodge Jeep and RAM. I explained the above to the service rep who answered the phone. They advised to bring the car in such that they could look at it and perform the clutch slave cylinder replacement accordingly.Unfortunately, their schedule appears to be quite booked so the first appointment I was able to receive was today, 06DEC2023.I brought the car into the location, but upon my speaking with their lead service tech, *****, he advised that he didnt see the above-mentioned extended warranty coverage for replacement of this item and handed me a card to call FCAs 800#.So, I called FCAs 800# and was on the phone with a woman who did not seem to understand English fully and refused to transfer me to a supervisor, and ultimately hung up on me.Upon this happening, I went and spoke with ***** again and asked to speak with the service manager but was told she was unavailable.***** advised that they would try to jump/use the existing battery, but I may have to get a $400 replacement battery and that they would have to do diagnostics in the about of approximately $190. I do not want either of these things done. I may be willing to accept diagnostics, but I absolutely under no circumstances want or need a replacement battery, and I think its a kinda a giant mess that they are attempting to charge me for what is supposed to be a warranty repair.All I want done is the clutch slave cylinder replaced, and I may be willing to discuss diagnostics.So heres what I need:* FROM KROLL - clear, direct, communication as to exactly how this affects me and what my options are * FROM FCA - someone to contact me who can actually read and understand the above-mentioned link and can advise the dealership to just do the slave replacement and none of this extra stuff they are trying to tack on * FROM *********/WEST HILLS - someone to listen to FCA telling them to just do the warranty slave replacement and nothing else, and not to waste my time setting up an appointment, having me come in, having me tow the car in, etc.I expect to be reimbursed for the tow, and I should be charging for my time too. If this goes on for an extended period of time without resolution, then I just might.
Business Response
Date: 12/12/2023
Thank you for contacting us regarding *********, et al. v. FCA US LLC. This lawsuit is about all current and former owners and lessees of 2013-2015 Dodge Dart vehicles equipped with a **** C635 manual transmission built on or before November 12, 2014, that were sold or leased new in ********** (Class Vehicles), allege that the Class Vehicles have a defective clutch system that causes the vehicles clutch to fail and stick to the floor, preventing drivers from shifting gears and controlling the vehicles speed. Plaintiffs brought claims against Defendant FCA US LLC (FCA US) for breach of implied warranty, unjust enrichment, and violation of various State consumer protection statutes. They also sought various injunctive remedies and damages. The people who sued are called the Plaintiffs. The company they sued,FCA US, is called the Defendant.

You are a Class Member and part of the Settlement if you purchased or leased in **********, from an Authorized Dealership, a new 2013-2015 Dodge Dart vehicle equipped with a **** C635 manual transmission built on or before November 12, 2014, primarily for personal, family, or household purposes.Excluded from the Settlement Class are: (1) all owners or lessees of Class Vehicles who have filed and served litigation against FCA US asserting problems with the clutch in Class Vehicles that was pending as of the Notice Date and who do not dismiss their actions before final judgment and affirmatively elect to opt-in to the Settlement (however, owners or lessees of Class Vehicles who dismiss such litigation and affirmatively opt-in to the Settlement shall be members of the Class for all purposes); (2) FCA USs officers, directors, employees,affiliates and affiliates officers, directors and employees; their distributors and distributors officers, directors, and employees; and FCA US Dealers and FCA US Dealers officers and directors; (3) judicial officers assigned to the Action and their immediate family members, and any judicial officers who may hear an appeal on this matter; (4) all entities and natural persons who have previously executed and delivered to FCA US releases of their claims based on clutch failure in the Class Vehicles; (5) all parties to litigation against FCA US alleging clutch failure in Class Vehicles in which final judgment has been entered; and (6) all those otherwise in the Class who timely and properly exclude themselves from the Class as provided in the Settlement.
Customer Answer
Date: 12/12/2023

Complaint: 20968467

I am rejecting this response because:
Ok, but from my understanding part of the settlement is that they are supposed to replace the clutch slave cylinder (if this hasn't already been replaced which, in my case, it has not).
How do I get them to actually replace this part? As I took my vehicle to my local CDJR dealership and they are essentially telling me that they won't replace the part and are attempting to upcharge me multiple hundreds of dollars for services I neither want nor need.
How can I find when the "replacement clutch slave cylinder" starts? It looks like it extends 1 year from the date of the "effective date". But does it extend 1 year from this or from when my warranty ended (cause the dealership is saying my clutch warranty ended after 5 years despite the fact that I had an extended warranty for 10 years)? If its a 1 year extension from the original manufacturers warranty, then this isnt going to help anyone as vehicles manufactured before 2014 apparently have a 5 year clutch warranty which means this expired in 2019. Plus your 1 year makes this 2020.
So we have won nothing from a 2023 settlement because it retroactively only applies to 2020?
This doesn't make sense to me, so I assume the 1 year additional timeline is from the effective date the settlement was reached/entered into/similar. If this is the case, what date was this?

And why have I received no correspondence about it?

And how do we get it to show in FCA's system so the dealership will actually replace my clutch slave cylinder?

Sincerely,

*****************
Business Response
Date: 01/22/2024
This has been escalated to Class Counsel and they have reached out or will be reaching out to this individual directly.
Customer Answer
Date: 01/24/2024

Complaint: 20968467

I am rejecting this response because: While I have heard from console, I have not heard from Kroll. Similarly, CDJR/FCA/Stellantis is ignoring my attempts to speak with them and not reaching out to me and refusing to repair my vehicle.
The attached response does not help provide any traction on getting my vehicle repaired

Sincerely,

*****************
Business Response
Date: 01/24/2024
We regret that you are not satisfied with the reply Kroll has provided. We will inform counsel of your continued concerns.

Customer Answer
Date: 01/29/2024

Complaint: 20968467

I am rejecting this response because: so they either refuse to help me, or are incapable of helping me and are passing the buck. seems about right

Sincerely,

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

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