CastleBranch Avis 

I submitted results for my MMR titers several times, even had the labs redone, at my own expense, while this incompetent site kept rejecting the results, even after my doctor even put a notation on my results that I was in fact immune to MMR. Then, I was told there was a glitch in the system and I had to resubmit my documents. Even after that, they still did not approve my lab results and I was told to contact customer service. Whoever runs this site or looks at the documents needs to be fired. I have spent more time trying to submit all of my paperwork for this site for clinicals than I have actually spent working on the clinical site itself. If I could have given this website negative stars I would have.

Castlebranch states that after submitting documents, it will take 3-5 business days to review and clear them. After submitting my documents 2 weeks ago, they still have not cleared them, and after calling customer service 3 times and getting placed on hold for over 30 minutes each time to get it figured out, I was told that I have to pay an additional $50 to get the order rushed on top of the $150 I previously paid to place an order. They're extremely slow and just want to eat your money. 10/10 would not recommend Castlebranch to anyone.

Horrible customer service, its been 3 months still waiting on my order. They keep.messing up the address or giving me wrong information/updates.

All of the negative reviews are not lying. Unfortunately I had to call customer service today because CB kept rejecting my abuse clearances stating that I was uploading the the wrong document (I was not...). Spoke to two different representatives who were completely clueless. The second one (Aiyesha-and she is from the US) had the nastiest attitude, condescending, weird behavior and ended up hanging up on me lol. They're completely incompetent and unprofessional. I'm not sure why colleges would trust doing business with CB let alone allow them to manage our personal data. Extremely disappointed!

I sent my documents to update and they do not help at all.

They just send emails over and over

They do not stop emailing you, even if you don’t need them. There’s no way to cancel their account. In other words if you’re a student at one point and have to go through them, they own you for life. And they will not stop harassing you via emails. There’s no way to delete the request even if you don’t need it. Best of luck to you.

If I could give 0 stars I would. I have to use them for school but I was actually called rude, ignorant, and hung up on for simply asking to merge my account with another account ....

USELESS AND SO SHITTY.

I would give 1 star because it is not possible a -3. I wonder what the "deal" betwen educational institutions and "this" company. Definitely something is rotten in there. The ratings and complaints are astronomical, yet the students get their lives ruined because of the INEFFICIENCY, IRRESPONSIBILITY, AND BLATANT INEFFECTIVENESS.

If I can give no stars I would this is the worst experience i have ever had with customer service. you will be on hold all day, just for a representative to tell you that you are in the wrong place. You will then get transferred to another representative who will do the same thing. I have sat on hold for a total of 5 hours today. Castle branch sucks and have zero customer experience help....

Absolutely diabolical experience, hold time up to two hours, and your information is outsourced to a foreign country.

rude,condescending, and sarcastic staff. ignorant and needs to be better

Greedy, greedy.

Zero if I could. Their customer service is extremely difficult to reach, and when you do, they are sarcastic and have no idea what their service even is. Her name was “Whitney.”

I don't think this company has a clue what it's doing. I have sent in the required paperwork to the school to start the Sterile Processing Tech program in 2026, and every time I send it in, they keep saying it's the wrong paperwork. I am totally over them. They are definitely not hopeful. People don't waste your time on it.

They are incompetent. They gave me so much trouble because they don’t read or care about people using their services They’re simply there collecting a paycheck!!!

HORRIBLE! If you are a RN program admin, DO NOT BUT THIS PROGRAM. Save yourself and your students LOTS of headaches. The program itself is not up to current tech expectations, and the customer service, although generally nice, have no idea what they are doing. I definitely don not recommend.

I recently had to use Castle Branch for a background check, which I expected to be conducted through state and federal police departments. Instead, they used systems like CheckPeople and TruthFinder, which are databases not suitable for official background checks. My background check, which is still pending, includes other people's names (including males) listed as aliases, which are not mine.

The school simply stated it was a background check, leading me to believe it was a legally binding one, not one pulled from non-allowable systems. This unethical behavior needs to be reported and followed up on. People could be losing jobs or facing other serious consequences due to these practices. Additionally, people's names should not be disclosed unless they have signed consent for their information to be pulled.

I would give Castle Branch a zero if it were allowed. I will be conducting further research on this matter. If this has happened to you, do not let it fall on deaf ears. Start putting pen to paper and make government agencies aware of this immediately.

Poor customer service. I receive no notification that there was any pending item on my end and my background check was cancelled unbeknownst to me. Called Customer Service (outsourced) who was rude in explaining making it seem like it was my fault for not knowing I was supposed to sign another release after having placed my order. I never received any notification whatsoever and check my emails regularly. There was never any indication upon making order that there we would be further necessary steps in my account, and never any indication that I would NOT receive an email if there were any left to do. I had to re-place my order and this almost cost my ability to go to graduate school as this was for a required background check for graduate school. I asked customer service rep if there is a grievance department or someone with whom I can place a complaint. They said no but would simply note my complaint of lack of notifications on their end in my account.

Check BEFORE using these NON ENGLISH SPEAKING. At best, please be proficient in their language. They do NOT understand American English and because of this they will continue to fail or reject your results. I uploaded my shot records over 20 times and they claim EVERY single time that there is something missing from paperwork OR they claim YOU did it wrong. OR that they have NEVER spoken to you in the past. I am considering a lawsuit.