ComplaintsforBellevue Fingerprinting Service

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sent an EFT file with my fingerprints for *** eforms on July 13,2023. The *** eforms site throws an error on these EFT files and cannot accept them. I went back and spent more moeny with the company to get physical fingerprints taken. Since then, I've been able to digitize my *** fingerprints with PrintScan, which cost me an additional $108.Warning to anyone spending the time and money to go here.

  Business response

  01/18/2023

  The consumer originally requested ink *** fingerprints then changed his order to EFT (electronic fingerprinting).  The request was fulfilled.  The consumer specifically requested the *** ***** be left blank.  Our technicians only enter the information as provided by the customer.  In this case, the customer's EFT submission to the *** was rejected because he had failed to provide information that the *** required him to include in his fingerprint file.  There are hundreds if not thousands of *** numbers and it is the customer's responsibility to provide the correct *** to be added to all fingerprint cards and fingerprint files as the technicians would have no way of knowing what the customer's instructions were from their requesting agency or employer. 

  It is not uncommon for customers who are obtaining *** checks to request EFT files without he *** if they are working gun dealer that will typically add in any additional information.  Our staff can only enter information as provided by the customer as is; unfortunately, if the customer does not provide information that might be required by the requesting agency or employer, fingerprints may be rejected. The requirements were clearly communicated to the customer and he signed all request forms and service order forms acknowledging that the information he provided was exactly what was request and he acknowledged that all services were completed in full and to his satisfaction at the conclusion of his fingerprint appointment.  

  The EFT file was rejected because there was no *** listed in the file--because the customer requested it be left blank. In this case, the customer waited more than 6 months to request an *** be added to his EFT file and by that time we would not have access to his file.  As stated on the signed request forms that were signed by the customer, we only have access to EFT files for 24 hours and cannot make changes to the file once transmitted or given to the customer.  We made an exception to allow the customer up to ************************************ changes and he did not do so.  The *** (and other agencies) accept EFT files for certain transactions but it is the customer's responsibility to ensure they are following those instructions and requirements provided by the *** and ordering the correct type of service.  The specific requirements and instructions from the requesting agency are provided directly to the customer and not the fingerprint technician.

  While it is certainly unfortunate that this customer was ultimately unhappy, we did provide the customer with the ********************** exactly to his specifications and as a courtesy we also provided additional physical fingerprint cards at no cost. 

  A refund will not be issued because the service was completed in full with all the information entered exactly as requested by the customer. Ultimately, the electronic fingerprint file submission was rejected due to the customer not providing information that his instructions/requesting agency required and the error was not on the part of our staff.

  Customer response

  01/25/2023

   
  Complaint: 18828060
  
  I am rejecting this response because: several other services offer the ability to update the .etl file, while your business chooses to ignore this technology.  I went and paid an additional $120 to PrintScan to have proper .etl files formed. Beware to other customers, this business has poor customer **********************, poor technology, and is overpriced.

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

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