Businesses were billed multiple times for the same background checks while others received statements meant for other businesses. MorphoTrust also did not cash checks on a regular basis, causing bookkeeping headaches.
Officials from the company immediately set to work fixing those problems.
By the end of January, MorphoTrust had increased its locations in West Virginia from 12 to 15. As of last week, the company had 17 locations in the state, with plans for two new locations in the next month or so.
The company also has overhauled its management and customer service.
"We have every reason to believe they'll continue to make those improvements," Boileau said.
Charles Carroll, senior vice president of MorphoTrust, said the company is determined to get its West Virginia operation in top shape. He said the company also would like to have about 25 locations in side the state.
"All said and done we will double the number of enrollment centers," he said.
The state hired MorphoTrust, previously known as L-1 Enrollment Services, in August 2011. Before that, the State Police processed all background checks.
Carroll said when MorphoTrust bought out L-1 Enrollment services and learned the contractor was having troubles in its West Virginia operations, it deployed a "rapid response team."
The company has had between 20 to 30 employees working in the state since December, fixing software issues and retraining personnel, he said.
Carrol said MorphoTrust now wants to establish a card scanning center in West Virginia, which would provide a quicker turnaround time for state background checks when clients' fingerprints must be taken using the ink-and-paper method.
"That would give us a two day advantage if it's inside the state," he said.
Fingerprint cards must now be shipped to Nashville, Tenn.
"It doesn't matter to me how big or small the state is, we gave our word this thing would operate right," he said. "We have big customers. I have New York, Texas, a number of very big states. We've never had any difficulties with them."