Identogo

I would like to express my disappointment with the service I received regarding the fingerprinting results. Initially, I was informed by an employee that the results would arrive via email within 3-5 days and by mail within 7-10 days. However, after contacting customer service, I was told that the actual timeline is 2-4 weeks for the results to arrive by mail. This discrepancy in information is concerning, and I feel that I was misled. I hope to see improvements in communication moving forward.

The building I was sent to, Randolph MA, was a run down hell hole. Can't believe this is acceptable. Ceiling tiles missing. Wires hanging. Bathroom gross. Wood planking for the floor just layed over floor tile. Water damage. Musty smell. Had to use the side entrance as the main entrance was clised with overgrown weeds and plastered with ups stickers for undeliverable packages.

My husband and I wanted to volunteer at our grandkids school so went on line filled out form and made an appointment. After waiting 1 hour we were finally seen. There was a sheet to sign in on but the guys friend came in and he went before us. You would think the school system would use someone with a better rating

Rudeness and poor communication skills rampant at the Empire Central location in Dallas; I waited 20 minutes past my appointment time 4 days ago, waiting room full of people ahead of me, occasionally a staff person would yell something out about being a few more minutes, she was in the other room, so left, rescheduled for today. I was at most 10 minutes late, one other person ahead of me, my name was called and prior to me saying anything staff person says " you are 10 minutes late and proceeded to tell me they are really not supposed to take me because of this. OK, but ok for me to wait 20 plus minutes? In her defense, she did not appear to be people experienced or able to communicate well. Possibly additional training needed?

If I could give a minus 0 I would. I went for personal fingerprinting recods on March 23,2024 and still not received the records. I have called numerous times to check on the status of this and a recording says its been submitted for processing. I cannot reach a live person. I paid out of pocket for this personal record check and if I have not received them within two weeks I will report them to the better business bureau. This place is a joke and should be held accountable. I cannot believe that state agencies use this rob shop!

Tammy from
West Virginia

Utilized Austin Oak Hill location for fingerprints. Service was poor and the receptionist/office supervisor should be terminated.

Lazy, No customer support skills, appears to unhappy in her job. Recommend avoiding this company.

I would give ZERO stars if it was an option!

I made an appointment online for passport photos at the Texas City TX location. Only a few appointments were available, but I took time out of my workday to drive to the location because I needed to get the photos done. When I entered, the receptionist asked why I was there. I said I had an appointment for passport photos. She apologized and said that they don't do those at this location. I told her that I had a scheduled appointment for that service at this location. She apologized and said that it happens often, and she doesn't know why they offer appointments for a service they don't provide.

First of all, customer service is a joke. Rude! RUDE! RUDE! Not helpful. They keep asking for a service code. How am I supposed to know a service code?! No help from customer service. Again, CUSTOMER SERVICE! That means that you HELP people. No. And we are screwed bc they've got a monopoly going so you can't go elsewhere.

I showed up for my scheduled appointment and there was a handwritten message that they were closed. My thought was that we the customer need to cancel with 24 hours notice, but they don't need to send us any notice if they need to cancel? I called the Customer Service number and after about 5 minutes of navigating a complex computerized phone tree, I finally lucked out and selected the right option to reach a human, and was connected to a very friendly, sympathetic and helpful Customer Service Rep. The only option was to reschedule, which I did. When I showed up for my rescheduled appt the staff were friendly, on time, and efficient.

I had the worst customer service experience ever here! When I asked the employee to explain the process to me they could not answer any of my questions. He stated, "I have nothing to do with the website, this is just a side hustle." I would think twice before handing over legal documents to someone who is just working a "side hustle." Rude, unprofessional, and unhelpful establishment.

I would have given them a negative review if I could. It's been 10 days with no response and numerous phone calls. Services in exchange for money is NOT THEIR way of doing business. I cannot get my money back - and my prospective employer has now reposted the position. So, I lost the job and Identogo STOLE my money. Wtf
Outright thievery...

As you can see, the website shows 4:30 pm as the closing time. However, yesterday after my appointment, a guy came in for his appointment at 4:00 pm.
The guy: May I get my fingerprints done? I need it for my hospital job.
The employee: No, there's a snowstorm coming, and I have to close the machine. You can always reschedule it.
There were still 30 minutes away from closing time; it was sufficient time to finish his appointment diligently.

First of all I took off work for my 10:00 appointment.
Drove 25 mi to the location and the sign on the door said we will be open at 1:00 today... Double checked to make sure I didn't get a cancellation email and I did not...
Called customer service and they said there was nothing they could do...
Went back at 1:00 p.m. like everybody did place was packed...
But not to worry, we had entertainment The employee at the reception area had vulgar rap music playing from their alarm clock radio... Jesus Christ what kind of place is this? The only reason I rated one star is because it wouldn't let me type a review without giving at least one star So there is your one star Hope you're happy because I will never ever go to this place again...

Should be a zero. Had an appointment verified by text messages. The people working there refused to identify themselves and also refused to provide service. They lied and acted unbalanced. These people should NOT be handling anyone's personal identification. Threatened me with trespass, I said ok do it, They have a Government Contract and do not follow any code of ethics. I have never been treated this way anywhere else. Fire them and start over, Street Road in Bensalem Pa

Their website does not specify anything. I called over seven numbers with NO customer service, and the one person I got was rude and hung up on me. After I tried to explain my situation but he offered no help and only said sorry he isn't responsible. I lost $150 because of no clarification from them or their website. DO NOT GO HERE. I am out $150 and time. They don't give any information before the appointment or during. I even tried going in four times which led to a waste of time and gas. They are a bunch of scammers who have completely screwed me.

Our state has contracted with these people who are horrible. They stole $52.00 and gave me nothing in return. The customer service number they gave me was not even theirs. All numbers lead to making appointments but nothing for those of us who require the results of their back ground check. This company is evidence of the extreme level of corruption in the state of Texas. If you can go ANY WHERE else do so. The owners of this company should be jailed for theft as should who ever handed them a state contract.

Who updates their website during business hours!? No answer to when it will be done- no work around for making appointments while it's down! Who do you know politically that you got the contract in NY? So I can tell them how unorganized of a company you are! I can't work without this stupid fingerprinting- thanks for interfering with "my pursuit of happiness."
This company should be shut down!

Customer service does not pick ever and I need assistance for my state license. It's absolutely ridiculous. If I didn't have to get digital fingerprinting I would never recommend this place to anyone.