Accurate Biometrics, Inc.

Initial Business Response /* (1000, 5, 2014/09/10) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
*** *** was fingerprinted on 8/12/for the Safe Passage *** within The Chicago Public Schools, and we
transmitted the fingerprints the same dayWe received an acknowledgment from the Illinois State Police confirming that they received the fingerprint submission August 12with a time stamp of 16:PM, and then the Illinois State Police sent the fingerprint responses back to Chicago Public Schools
Upon receipt of this complaint, we emailed Chicato Public Schools security to check to be sure they did receive the resultsMs***, at Chicago Public Schools, confirmed that they had received the results of the background check and that they (CPS) sent a notification was to the employer of Mr*** on August 15th letting them know that they had received a response for Mr *** but that he needed to contact CPS regarding the submission
We cannot refund any money paid as the job we were paid to do was performed as contracted, and the responses received by CPS well before the school year startedWe suggest Mr *** contact his employer/Safe Passage *** as recommended by Ms*** of Chicago Public Schools as they have the results, and have had them for some time
I apologize; I forgot to put my title next to my name:
*** ***, Executive VP

Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@accuratebiometrics.com
I am writing to respond to Complaint #XXXXXXXX, and to thank the consumer for letting us know of their
disappointment with their fingerprints being rejected a second time by the FBI, their concern over how the fingerprint technician and our customer service supervisor handled the fingerprinting process on the phone or in person, and the additional wait times for a final disposition of the fingerprint inquiry for their fingerprintsWe will certainly address the customer service concerns with the fingerprint technician and the customer service supervisor; we do not tolerate poor customer service from any of our staffAdditionally, I will address the amount paid for the service and some confusion in that actual cost
Fingerprints reject for a number of reasons, not the least of which is a fingerprint technician errorBoth the *** Department of Justice and the FBI have specific procedures for handling fingerprints that reject, and we have no choice but to follow their procedure which is: to capture the fingerprint by obtaining the best possible quality on the Livescan scannerIf the fingerprint rejects, then the fingerprint must be taken againIf the second set of fingerprints rejects, then the FBI defaults to a NAME CHECK and no additional fingerprinting is required
Our technicians do everything possible to take the best possible electronic fingerprintsAnd, our equipment is certified by the *** Department of Justice and the FBI for fingerprint captureHowever, if there are inherent quality issues with the person's fingerprints (cracks in the fingerprints, scars on the fingerprints, or the print quality is just not easily read by the livescan fingerprint machine), then the fingerprints will rejectFor example, if a person worked in certain trades where their fingerprint ridges were "worn" due to repeated handling of certain materials (bricks, for example), then their fingerprints wouldn't be as readable as someone who didn't use their hands to lift similar materialsFingerprint technicians are trained to try and capture the best possible quality of fingerprints, but some fingerprints just can't be electronically captured and readable when submitted to an AFIS system (Automated Fingerprint Identification System)But, at the time of fingerprinting, since they were captured using Livescan fingerprinting processes, the technician must take the best quality prints they can and even if the prints appear to be of poor readable quality, they will default and submit the fingerprints to the *** Department of Justice, who then also sends them to the FBILike I mentioned earlier, the FBI has a procedure for handling the reprint process: the first time the fingerprints reject, a notice is sent indicating the person would need to come back and get re-fingerprinted (just like you described); once re-fingerprinted, if those fingerprint reject the second time then rather than coming in to get fingerprinted a second time, the notice indicates (words to the effect) there will be no more fingerprints taken and instead a "name check" will be used in lieu of a fingerprintThe logic is if a fingerprint rejects times, it would reject if done a 3rd, 4th, or timeSo, after the second rejection, there is no more fingerprints and your name would be checked by the FBI
What I have just described is the FBI reject process; in your case, the processed worked just as designed
We have less than 2% of our fingerprints reject and need to be reprintedwell within compliance with the Department of Insurance requirementsLike you, I wouldn't want my fingerprints to reject and have to go through this processplease understand this isn't our process; it's the FBI's process that we must follow
Not being involved in the actual service experience with both our technician and Ms*** I can't say what exactly took placeBut I can tell you I will be very involved to make sure the customer service requirements we have for working with our customers on the phone or in person are followed and reinforce the requirements that they never to be compromised
Let me talk about your request for a refund of $I'm really not sure where this figure came from; hence the delay in not getting back to you the same day as receiving this noticeOur price in California is $for the first set of fingerprints, and there is NO CHARGE for the second set of fingerprintingCould you be mistaken about even coming to Accurate Biometrics? It is our understanding another fingerprint company processes fingerprints for $(a company called PSI)I can confirm that Accurate Biometrics did fingerprint you twice, but not at the price of $
Because the FBI process worked exactly as designed when your fingerprints, we are not able to refund your $68.95maybe it was another company that you paid for the fingerprints; but our records show that only $was paid to us for the fingerprints we took
I hope this explanation is helpful in explaining the confusion on whether or not the fingerprints rejected belonged to Accurate Biometrics and the reasons why we cannot refund any money paid when the systems that were put in place by the FBI and the *** Department of Insurance worked exactly as designed
We sincerely appreciate the opportunity to have provided our fingerprinting services to you
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response - and you are correct that the expense was $I am requesting that I receive my $back as a refund for services that were not delivered as expectedOur company had expected to receive our license at a certain time and due to the fingerprinting failing, our business sufferedWe are not seeking any other action - only to receive our payment to Accurate Biometrics back
I have not worked with materials, like you mentioned, that would alter or scar my fingerprintsIn fact, I have taken fingerprints before with other companies and have never run into an issue like this
At the end of the day, it doesn't matter if I am part of the 2% of failure that you expectI also strongly believe that the blame shouldn't be placed on the FBI department nor the *** Department of InsuranceWhat I believe is part of good customer service is: if the services you are meant to provide somehow falls through more than once, you should do all that you can to refund the customer - it is as you say less than 2% of your entire business
We too run a nationwide business and are 100% focused on the satisfaction of our customersI would expect that Accurate Biometrics would do the right thing and provide good customer service by looking out for every one of the individuals that they serviceAt this point every interaction I have had with your company consists of excuses and blaming outside entities like the FBI processes, CDI's processes, and even my fingers themselves, which I find incredibly unfortunate
I sincerely hope Accurate Biometrics does the right thing in this case as well as any future cases like this that may happen again

Initial Business Response /* (1000, 5, 2015/02/24) */
Contact Name and Title:*** EVP
Contact Phone: XXX-XXX-XXXX
Contact Email:***
Thank you, Mr***, for letting us know about this issue
We went back and reviewed this transaction and have
determined that your fingerprints were of good quality, but our fingerprint technician duplicated the middle fingerOur equipment, made by CrossMatch Technologies, does give a warning that there is a sequencing problem; however, it doesn't prohibit further fingerprinting capture and going forward we are going to work with the manufacturer to see if they can have a "lock out" feature programmed that would prevent a fingerprinting technician from continuing to capture fingerprint images if they are out of sequence
We will certainly make sure our training materials are revised to require all of our technicians to stop and go no further IF an error message indicates there is a sequencing problem with the fingerprints
You should have not been charged the $for a reprint, even though a different technician captured your second set of fingerprintsWe will gladly refund the $you were charged and will send you a check immediately
Please advise if your second set of prints were cleared with no problemsYou may call me directly at XXX-XXX-XXXX

They are a nightmare. Their regulating agency is the Illinois Board and I will be filing a complaint through them. You can only talk with call center people. I did speak with a supervisor with no name and she disconnected me when I asked to file a complaint. Run, do not use these people. How they got an A plus rating I will never know.

Initial Business Response /* (1000, 5, 2015/02/24) */
Contact Name and Title:[redacted] EVP
Contact Phone: XXX-XXX-XXXX
Contact Email:[redacted]
Thank you, Mr. [redacted], for letting us know about this issue.
We went back and reviewed this transaction and...

have determined that your fingerprints were of good quality, but our fingerprint technician duplicated the middle finger. Our equipment, made by CrossMatch Technologies, does give a warning that there is a sequencing problem; however, it doesn't prohibit further fingerprinting capture and going forward we are going to work with the manufacturer to see if they can have a "lock out" feature programmed that would prevent a fingerprinting technician from continuing to capture fingerprint images if they are out of sequence.
We will certainly make sure our training materials are revised to require all of our technicians to stop and go no further IF an error message indicates there is a sequencing problem with the fingerprints.
You should have not been charged the $10 for a reprint, even though a different technician captured your second set of fingerprints. We will gladly refund the $10 you were charged and will send you a check immediately.
Please advise if your second set of prints were cleared with no problems. You may call me directly at XXX-XXX-XXXX.

We are very sorry for the unfortunate circumstance that occurred processing the [redacted] background checks through Accurate Biometrics.  The service we provide is very straightforward, and we process many, many [redacted] background checks for the scenario you have indicated in your complaint. ...

From printers used to download the [redacted] repsonse, to finicky Apostile processing agents that reject the paper an [redacted] Departmental Order is printed on since a corner is torn, it is hard to tell the point of failure of using a Departmental Order from us to obtain your clearance to travel to Equador.We are in the process of contacting you to give you a full refund for your [redacted] background checks.  Accurate Biometrics guarantees all of its Departmental Order processing for our clients, and thank you for bringing your experience to our attention.  Again, we sorry that we did not deliver Departmental Order to your satisfaction and are refunding $100.

Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@accuratebiometrics.com
I am writing to respond to Complaint #XXXXXXXX, and to thank the consumer for letting us know of their disappointment with...

their fingerprints being rejected a second time by the FBI, their concern over how the fingerprint technician and our customer service supervisor handled the fingerprinting process on the phone or in person, and the additional wait times for a final disposition of the fingerprint inquiry for their fingerprints. We will certainly address the customer service concerns with the fingerprint technician and the customer service supervisor; we do not tolerate poor customer service from any of our staff. Additionally, I will address the amount paid for the service and some confusion in that actual cost.
Fingerprints reject for a number of reasons, not the least of which is a fingerprint technician error. Both the [redacted] Department of Justice and the FBI have specific procedures for handling fingerprints that reject, and we have no choice but to follow their procedure which is: to capture the fingerprint by obtaining the best possible quality on the Livescan scanner. If the fingerprint rejects, then the fingerprint must be taken again. If the second set of fingerprints rejects, then the FBI defaults to a NAME CHECK and no additional fingerprinting is required.
Our technicians do everything possible to take the best possible electronic fingerprints. And, our equipment is certified by the [redacted] Department of Justice and the FBI for fingerprint capture. However, if there are inherent quality issues with the person's fingerprints (cracks in the fingerprints, scars on the fingerprints, or the print quality is just not easily read by the livescan fingerprint machine), then the fingerprints will reject. For example, if a person worked in certain trades where their fingerprint ridges were "worn" due to repeated handling of certain materials (bricks, for example), then their fingerprints wouldn't be as readable as someone who didn't use their hands to lift similar materials. Fingerprint technicians are trained to try and capture the best possible quality of fingerprints, but some fingerprints just can't be electronically captured and readable when submitted to an AFIS system (Automated Fingerprint Identification System). But, at the time of fingerprinting, since they were captured using Livescan fingerprinting processes, the technician must take the best quality prints they can and even if the prints appear to be of poor readable quality, they will default and submit the fingerprints to the [redacted] Department of Justice, who then also sends them to the FBI. Like I mentioned earlier, the FBI has a procedure for handling the reprint process: the first time the fingerprints reject, a notice is sent indicating the person would need to come back and get re-fingerprinted (just like you described); once re-fingerprinted, if those fingerprint reject the second time then rather than coming in to get fingerprinted a second time, the notice indicates (words to the effect) there will be no more fingerprints taken and instead a "name check" will be used in lieu of a fingerprint. The logic is if a fingerprint rejects 2 times, it would reject if done a 3rd, 4th, or 5 time. So, after the second rejection, there is no more fingerprints and your name would be checked by the FBI.
What I have just described is the FBI reject process; in your case, the processed worked just as designed.
We have less than 2% of our fingerprints reject and need to be reprintedwell within compliance with the Department of Insurance requirements. Like you, I wouldn't want my fingerprints to reject and have to go through this processplease understand this isn't our process; it's the FBI's process that we must follow.
Not being involved in the actual service experience with both our technician and Ms. [redacted] I can't say what exactly took place. But I can tell you I will be very involved to make sure the customer service requirements we have for working with our customers on the phone or in person are followed and reinforce the requirements that they never to be compromised.
Let me talk about your request for a refund of $68.95. I'm really not sure where this figure came from; hence the delay in not getting back to you the same day as receiving this notice. Our price in California is $58.30 for the first set of fingerprints, and there is NO CHARGE for the second set of fingerprinting. Could you be mistaken about even coming to Accurate Biometrics? It is our understanding another fingerprint company processes fingerprints for $68.95 (a company called PSI). I can confirm that Accurate Biometrics did fingerprint you twice, but not at the price of $68.95.
Because the FBI process worked exactly as designed when your fingerprints, we are not able to refund your $68.95maybe it was another company that you paid for the fingerprints; but our records show that only $58.30 was paid to us for the fingerprints we took.
I hope this explanation is helpful in explaining the confusion on whether or not the fingerprints rejected belonged to Accurate Biometrics and the reasons why we cannot refund any money paid when the systems that were put in place by the FBI and the [redacted] Department of Insurance worked exactly as designed.
We sincerely appreciate the opportunity to have provided our fingerprinting services to you.

Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response - and you are correct that the expense was $58.30. I am requesting that I receive my $58.30 back as a refund for services that were not delivered as expected. Our company had expected to receive our license at a certain time and due to the fingerprinting failing, our business suffered. We are not seeking any other action - only to receive our payment to Accurate Biometrics back.
I have not worked with materials, like you mentioned, that would alter or scar my fingerprints. In fact, I have taken fingerprints before with other companies and have never run into an issue like this.
At the end of the day, it doesn't matter if I am part of the 2% of failure that you expect. I also strongly believe that the blame shouldn't be placed on the FBI department nor the [redacted] Department of Insurance. What I believe is part of good customer service is: if the services you are meant to provide somehow falls through more than once, you should do all that you can to refund the customer - it is as you say less than 2% of your entire business.
We too run a nationwide business and are 100% focused on the satisfaction of our customers. I would expect that Accurate Biometrics would do the right thing and provide good customer service by looking out for every one of the individuals that they service. At this point every interaction I have had with your company consists of excuses and blaming outside entities like the FBI processes, CDI's processes, and even my fingers themselves, which I find incredibly unfortunate.
I sincerely hope Accurate Biometrics does the right thing in this case as well as any future cases like this that may happen again.