American Databank, LLC

Revdex.com:The conversations between myself and American data bank were less than informative with no exact time to completionMost replies from staff where maybe likely were not sureI stand by my claimsThe background check was completed ,after several calls leading to stress with uncertainty of who how and when my background check would be completed in a time sensitive matterI would not use there service again , also I felt because the matter did not effect them directly they were less than concerened I have reviewed the response made by the business in reference to complaint ID 11311178, and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hello [redacted] ***,I see you placed order [redacted] for a drug screening with Chamberlain College on 08/03/As part of the order process, specifically, step three of eight, the system informed you that we would e-mail the instructions for your drug screeningI show that the instruction e-mail was sent to you on 08/03/It was sent from “ [redacted] ” to “ [redacted] ” The first line of the e-mail specifically states in bold highlighted text ”Complio Devry Chamberlain Online Drug Screen Expires on 8/10/6:00:PM PST.” The expiration date was set to the specific policies your school has institutedDue to our obligation to comply with your school’s expiration policy (which was clearly stated to you) and due to the fees and labor charges incurred on our end, I regret that we are unable to offer a refund Moreover, under the user agreement that you checked and accepted: “You have agreed to a non-tangible service and as a customer you have agreed to the terms and conditions of service and you have acknowledged that there are no refunds that can be issued.”Once you disputed your school’s compliance expiration policy and instructed your bank to reverse its payment to us, it is our standard policy to temporarily lock access to your accountWe apologize for this inconvenienceWe would be pleased to re-open your account upon receipt of payment.Thank you, [redacted] *** [redacted]

Dear Ms***,Thank you for taking the time to describe your American Databank experience on the phone with me the other day. We strive to provide the best customer service experience possible and, in this case, not only did we fail to meet your expectations, we also failed to meet
ours. With regards to the experience you had with our service representative, we were able to determine whom you spoke with. The representative made assumptions and used a tone that we find unacceptable as well. We addressed this issue with the individual directly and tightened up our team’s ability to handle this type of request as a whole in the future.With regards to your refund request, we are typically unable to provide a refund once the work has been performed on an immunization package. In light of your experience, we will make an exception to that policy. When we spoke, you mentioned you had initiated a charge dispute with your bank. We will look for this and ensure that the charge dispute is processed as smoothly as we can. Please accept our apologies for the strain this put on you. Sincerely,*** ***Operations Manager

Hello,Thank you for contacting usIn your compliant your primary concern appears to be the turnaround for reviewOur quoted turn around at any given point is 1-business days for the documents to be assigned to their respective items within the compliance categories and then 1-business days for review to see if they match your school’s requirements for the programDuring both steps information is reviewed on a first come, first serve basisWe always strive to ensure that information is reviewed as rapidly as possible, but unfortunately when information is submitted just prior to a deadline, it does tend to be closer to the end of the turnaround as many students are submitting information at the same time.The form you are referencing as the signature form, the Letter of Understanding/Confidentiality Statement, was one of the last documents to be reviewedIt does appear that the form submitted initially was the letter for undergrad students which did not apply to your programTo your statement that you were told that the document would be approved on Saturday, I would have to say there may have been some confusionOur actual review process is how it is determined if the document will be approved and the staff on Saturday would not have been able to confirm thatI did speak to the staff who took your call, to confirm they understood the process of review and should have advised you accuratelyI did also look at the e-mail they sent to you and it does not appear that they stated anything about the document being approved after review, just that it was going to be reviewed.Finally, to your statements that we had, “to lie to their customers on time sensitive matters,” and “I would like to know if they are getting a kickback from the school to delay processing.” I do not see evidence to show that any team member lied to you or intentionally mislead youWe do our absolute best to ensure clear communication at all pointsIt does appear that there was some stressful situations that were caused by the documentation being submitted just prior to the deadline and we did what was in our ability to help resolve it, including offering to notify your school of your concerns about the processWe do not receive a “kickback” from your school for offering any form of delay or otherwise suboptimal serviceYour school in fact has written agreements with American DataBank to ensure all documentation is processed in a timely mannerNeither American DataBank or your school wishes to have these reviews delayed for any reason.Please let us know if you have any questionsThank you,Regards,-- *** *** * *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me This is as long as they proceed with the refund The bank involved was hit with the terrible flood in Baton Rouge, Louisiana so there may be a delay, thank you.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: they charged my daughter 51.00 for absolutely nothing.  Then they wanted her to pay another 30.00 to run the results again.  Well the [redacted] State Police did them for FREE and I got the results from [redacted] in 5 days.  This company has horrible reviews on google and I have submitted a letter to the college to use another entity for processing shameful to charge students and provide no results.  You are nuts if you think you are getting another cent out of my daughter.
Sincerely,
[redacted]

We sincerely apologize for your frustration concerning the compliance process. We are provided compliance rules directly from [redacted] in collaboration with their hospitals and clinical facilities. The compliance rules are established to ensure the highest level of safety with...

hospital staff, patients and students entering their facilities. The original jpeg files that were submitted contained copies of the fingerprinting documents.  This resulted in the rejection regarding the PA Criminal History Background category at that time.  Once the correct documentation was uploaded and submitted (file name image 1, image 2 and image 3) on January 26th, the documents were reviewed and approved the same day. There was a notification sent January 26th at 1:28pm advising your account had moved from non-compliant to compliant. We again sincerely apologize for your inconvenience and frustration. Please contact us if you have any questions or need assistance. Sincerely, Brian C[redacted]Applicant Success Team SupervisorAmerican DataBank110 16th Street 8th FlDenver, CO 80202Phone: 800-200-0853Fax: 303-573-1298Email: [redacted]@americandatabank.c...⇄

Dear Mr. [redacted],Thank you for notifying us of your customer service experience with American DataBank. I'm sorry we didn't meet your expectations.  American Databank makes every effort to ensure our customers receive their completed background checks in a timely manner. Unfortunately, the timing...

of these reports is at the mercy of the State and County courts.  That being said, we do everything in our power to manage expectations along the way, for both the school and the student, whenever possible.  Here is what your account shows took place:  03/11/2016Background check order placed within American DataBank’s system.  Unfortunately, it was submitted past the daily deadline for Illinois state processing so it could not be submitted until the following day. 03/12/2016Background check submitted to the state of Illinois.  Background checks submitted to the state of Illinois have a turnaround time ranging from instantaneous to 30 days.3/14/2016Illinois responded with a tracking number and notified American Databank that the turnaround time on this order would be approximately 30 days.04/04/2016You called in and requested the status of your background check.  At that time, our staff member explained the 30 day pending status from the state of Illinois and that we are at the mercy of their timeline.  04/07/2016You called back and spoke with another representative.  Your order was still in pending status with the state of Illinois at that point.  This and the 30 day turnaround time beginning on 3/12 was explained. Unhappy with this explanation, you asked to escalate the conversation to our Operations Manager who explained that we were unable to expedite the criminal search for you as we are at the mercy of the courts.  The state of Illinois does not allow inquiries until they are out of the 30 day turnaround time, but she offered to contact the state of Illinois on your behalf at that time if you so desired.  She also offered to call St Louis Community College to explain the pending status.   We contacted the school administrator that will review your application and he was made aware of the status of your order. The school administrator stated that he completely understood and accepted this information. 4/12/2016Your background check was completed. The results were delivered to your school on this date and were immediately made available for download via your online account.   04/14/2016You called in at which point our staff member confirmed your background check report was completed and manually forwarded a copy of the report to you.   You mentioned in your complaint that, in addition to phone calls, American Databank provided "unprofessional responses" to your email requests.  We were unable to find any record of email correspondences with you, however, every attempt was made to manage expectations when you called in.   We are sorry you did not receive the answers you were looking for, but I hope this clarifies our responses to your inquiries.  If you have additional questions, we'd be happy to help so please don't hesitate to call.    Regards, [redacted]Operations ManagerAmerican DataBank[redacted]

Hello,Thank you for contacting us. In your compliant your primary concern appears to be the turnaround for review. Our quoted turn around at any given point is 1-3 business days for the documents to be assigned to their respective items within the compliance categories and then 1-3 business days for...

review to see if they match your school’s requirements for the program. During both steps information is reviewed on a first come, first serve basis. We always strive to ensure that information is reviewed as rapidly as possible, but unfortunately when information is submitted just prior to a deadline, it does tend to be closer to the end of the turnaround as many students are submitting information at the same time.The form you are referencing as the signature form, the Letter of Understanding/Confidentiality Statement, was one of the last documents to be reviewed. It does appear that the form submitted initially was the letter for undergrad students which did not apply to your program. To your statement that you were told that the document would be approved on Saturday, I would have to say there may have been some confusion. Our actual review process is how it is determined if the document will be approved and the staff on Saturday would not have been able to confirm that. I did speak to the staff who took your call, to confirm they understood the process of review and should have advised you accurately. I did also look at the e-mail they sent to you and it does not appear that they stated anything about the document being approved after review, just that it was going to be reviewed.Finally, to your statements that we had, “to lie to their customers on time sensitive matters,” and “I would like to know if they are getting a kickback from the school to delay processing.” I do not see evidence to show that any team member lied to you or intentionally mislead you. We do our absolute best to ensure clear communication at all points. It does appear that there was some stressful situations that were caused by the documentation being submitted just prior to the deadline and we did what was in our ability to help resolve it, including offering to notify your school of your concerns about the process. We do not receive a “kickback” from your school for offering any form of delay or otherwise suboptimal service. Your school in fact has written agreements with American DataBank to ensure all documentation is processed in a timely manner. Neither American DataBank or your school wishes to have these reviews delayed for any reason.Please let us know if you have any questions. Thank you,Regards,-- [redacted]

Hello [redacted],I see you placed order [redacted] for a drug screening with Chamberlain College on 08/03/2017. As part of the order process, specifically, step three of eight, the system informed you that we would e-mail the instructions for your drug screening. I show that the instruction e-mail...

was sent to you on 08/03/2017. It was sent from “[redacted]” to “[redacted]” The first line of the e-mail specifically states in bold highlighted text ”Complio Devry Chamberlain Online Drug Screen Expires on 8/10/2017 6:00:00 PM PST.” The expiration date was set to the specific policies your school has instituted. Due to our obligation to comply with your school’s expiration policy (which was clearly stated to you) and due to the fees and labor charges incurred on our end, I regret that we are unable to offer a refund.  Moreover, under the user agreement that you checked and accepted: “You have agreed to a non-tangible service and as a customer you have agreed to the terms and conditions of service and you have acknowledged that there are no refunds that can be issued.”Once you disputed your school’s compliance expiration policy and instructed your bank to reverse its payment to us, it is our standard policy to temporarily lock access to your account. We apologize for this inconvenience. We would be pleased to re-open your account upon receipt of payment.Thank you,[redacted]
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:The conversations between myself and American data bank were less than informative  with no exact time to completion. Most replies from staff where maybe likely  were not sure. I stand by my  claims. The  background check was completed ,after several calls  leading to stress with uncertainty of who  how and when my background check would be completed in a  time sensitive matter. I would not use there service again  , also I felt because the  matter did not effect them directly they were  less than  concerened.
I have reviewed the response made by the business in reference to complaint ID 11311178, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]