Livescan Superprints

Initial Business Response /* (1000, 8, 2016/01/25) */
To whom it may concern,
My name is *** *** owner and manager of Livescan SuperprintsI have been in business for more than yearsIn fact, this is the first time I have ever received a complaint from any customer against my
companyI feel this complaint is unjust and unfair and this company should not be judged based on the misunderstandings of this occurrenceOur business protocol is to always take care of the customer's needs first
Let me discuss the issue: On January 7, 2016, *** *** came to be fingerprinted from her company Division of Professional Practice Processing UnitBecause the application for fingerprinting was not properly submitted to us by the Ms***, it resulted in missing information on the FBI and DOJ background resultsEnclosed is a copy of the incomplete application form *** ** ***
As you can see, on the social security line, it's missing partial social security numbersAs I am sure you are aware, any Live Scan Fingerprinting **mpany cannot alter, change, add to, or otherwise complete information on an application once the customer signs it as completeThis would be fraud
To my knowledge, *** ** ***'s company received the results that the DOJ and FBI approved and verified her identityThe problem is the missing social security number on the resultsIt appears that the company does not want to accept the background check they have received because *** ** ***'s social security number was not imputed in her application
According to the rules set by the DOJ and FBI for fingerprinting, the social security number is preferred and not required to be entered in order to do a background checkIf the company doing the background check requires their employees and /or clients to enter a social security number, they must specify itNo specification was requested
Moreover, this issue could have been resolved if Ms*** had given us the opportunity to help her resolved itInstead and shockingly, the same day *** ** *** called our office to request information regarding her missing social security number; she contacted the Revdex.comIn the past years that I have owned this business, I have never once received a complaint because I am a person who values integrity and quality customer serviceIn multiple cases, I have assisted customers in clearing up their situation within my means including, but not limited to reprinting and/or refunding money if in fact it was our fault
Lastly, this issue only arose because the client immediately filed a complaint and did not give us a chance or opportunity to help herAlthough these events took place, we are still willing to help Ms*** with getting the results according to the established rules set by the DOJ and FBI
Sincerely,
***
Jo/ams
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Mr***, I spoke with manager *** in regards to rejected printsShe was not only rude but aggressive in stating over and over how the business was not responsibleI can provide the initial copy of the fingerprint application which was completely and thoroughly filled out, including the line marked social securityThis copy was the copy I presented to Mr.*** upon entering the business and paying 64$This is the same copy which Mr*** looked over signed and held on to BEFORE requesting the other two copies from meAfter speaking to *** who stated clearly "its not our fault thats your issue" as well as "you are just looking for a free-be" is when I became insulted and upset with the customer service and the service itselfMy responsibility was to complete form and present it to the technician to complete fingerprint, which I didI strongly feel that your responsibility was to process the original form given to you not the extra which I didn't even needIf presented as a simple mistake I would have understood but for *** to be so rude and solely place blame was absolutely horrible customer serviceAs you can see I was very upset and my conversation with her was the primary trigger of that frustration resulting in this complaintHow would you like to resolve this issue
Final Consumer Response /* (2000, 19, 2016/02/18) */
Complaint has been settled and Livescan fingerprints has offered an agreeable resolution to the situationI am pleased with the outcome of their services
Thank you Ameenah from Livescan Fingerprints