Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted my background check on 11/23/2023 and the time in my portal just keeps going up although I was told on the 29th that it would be ready in about 5 days. I need this internship as Ive been told it should lead to a job. I start in January and its saying it will take around ***** days to complete but they also dont need additional information. So what am I supposed to do? Why not provide details on the background check stage for a more accurate timeline? This is ridiculous.

  Business Response

  Date: 12/18/2023

  Thank you for bringing *******'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in Reno, ** this court has extensive delays due to extreme limited access to records requiring manual research.  Additionally, the client was made aware of these challenges.  We are doing everything we can to expedite,however due to the limitations set forth by the court, lengthy delays are possible, we appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  15 days ago company was used for a background check. They have contacted to ask me for my drivers license information 3 times and are now asking them to send my drivers record to them. Unable to do their job and making me wait longer then needed.

  Business Response

  Date: 12/12/2023

  Thank you for bringing ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a Motor Vehicle Check, additional information is required, which varies from jurisdiction to jurisdiction in order to complete these orders.  Delays tend to occur when requested information is not provided in a timely manner, this report was completed on 11/30/2023. Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 13, 2023, Accurate Background initiated my background check for a new job. After two weeks of status updates showing '40 minutes of work' completed each day, I contacted their customer service line as my start date was only two days away. During that call, they informed me that they have no way of knowing when a check will be completed and that only people who 'didn't get their way or have something to hide complain about us.' They also informed me of the only state they were awaiting information from. I promptly contacted the records department for said state and asked if they had an update. Upon stating the name of the company - Accurate Background - the representative stated that Accurate refuses to utilize their portal and insists on contacting each county individually. The state in question has a very small population and their county offices rarely have more than 1-2 people working in them. Additionally, their county personnel often close their offices/leave for the day around 2:30 p.m. These offices are not equipped for this process, which is why the state has a centralized criminal records office. Despite this, Accurate insists on processing the check in a highly inefficient manner that results in extended delays.I do not have a criminal background and I am now at risk of losing this job offer because Accurate refuses to follow a state's clearly defined process.

  Business Response

  Date: 12/11/2023

  Thank you for brining ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in Hillsborough, and Cheshire,**.  We are aware that there are various sources of information, however accuracy and completeness are our top priority when it comes to completing background check reports.  ************* is a very manual process, thus allowing us to attempt to assure maximum possible accuracy, and many candidates experience delays,additionally, the client is aware of these delays.  We are investigating this individuals assertions related to comments made by our customer service team, we take this information very seriously, as this is not an experience, we wish our candidates to have while waiting for their background check to complete.  This report was completed on 12/06/2023.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been waiting since November 8 ***** after signing and submitted for background check for my job. Unfortunately, I still have not received a background check back from this accurate background check. I have called them several times it has been almost a month and I still have not got my background check back this is causing hardship to my life. Im afraid that the candidate might move on. Their policy states that it should take no longer than seven days. This company has no explanation for the holdup.. this company is also located out of ***** each time I call I speak with someone with a strong accent and cant tell me anything about my background check or the status. Very frustrated at this point please help.

  Business Response

  Date: 11/30/2023

  We have read, and appreciate ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in ************, this court required manual research from court clerks.   Additionally, the client was made aware of this delay.  This report was completed on 11/28/2023.  We appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted everything required for my pre-employment background check and was advised by accurate that my background check would be completed by 11/22/2023, when I called them today they told me my background check was still processing and had no eta now. I dont have a criminal history and am at risk of not being able to start my job because of the delays. This is ridiculous.

  Business Response

  Date: 12/07/2023

  Thank you for brining  ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in **************, **, this court has extreme delays due to limited access to records, and manual research from court clerks.   Additionally, the client was made aware of these challenges.  We are doing everything we can to expedite, however due to the limitations set forth by the court, lengthy delays are possible, we appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  Please let us know how we can be of further assistance.

  Customer Answer

  Date: 12/07/2023

  I have never lived in **********. I have never even been to ********** 

  Business Response

  Date: 12/14/2023

  We have read  ** *****'s additional concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s, as every background check is different, and every clients needs are different, we run inquiries based on client package, and requirements.  This report was completed on 12/08/2023.   Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is by far, the worst background check company that exists. I've unfortunately had more than one employer that has used them. Each time is an eternity for results. My first experience with them, they gave incorrect results that I had to dispute. I've currently been waiting 10 days ( not counting holidays or weekends) they WILL NOT tell you any information other than it's processing and your employer will contact you. They have "24 hr" live chat for our convenience... It's useless. I used it last night and the guy told me it was done and my employer will call me. I asked for a copy of my background.. he said he would email it to me immediately. Guess what? No email with a copy of my background, and I called my future employer and it still shows processing. I then did the live chat again the next day, and a different individual said it's still processing, and that the other guy was mistaken... This is insanity. Accurate needs heavy legal action against them. It's like living in a dream dealing with them. I'm writing this because I've dealt with them before , had incorrect results, and waited weeks on end . Now I'm 10 days in, was told it was done, now told it's not. This is a joke. Look at these complaints and reviews.

  Business Response

  Date: 12/07/2023

  We have read and appreciate ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check on this individual.  As we have previously conducted a background check on this consumer, additional care and review was required to assure maximum possible accuracy. This report was completed 12/05/2023, we appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered a job contingent on a background. I have lived in ********** in 3 counties my entire life. The only thing on my record is 1 speeding ticket. It is going on 3 weeks and Accurate background is hindering my employment. Now I may not even have a job waiting because it was seasonal with a possibility to stay on. Their inability inability to do their job is costing me loss of wages and potentially even the entire job opportunity. I have been told not once but twice it had been completed then told I was told I was mistakenly given inaccurate information by their customer service call centers which is the only way to reach this company.

  Business Response

  Date: 12/05/2023

  Thank you for brining ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in Yolo, ******, and Lake, CA.These counties experience lengthy delays due to requiring manual court clerk assistance.   Additionally, the client was made aware of these challenges.  This report was completed on 11/27/2023, we appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accurate background is doing a background check so I can work at Target in ********* **********,I need to start orientation so I can work so I can buy Christmas presents They told me that the process was complete I called Target and they said it wasn't complete so they lied I need the job finished so I can go to work for Target thank you

  Business Response

  Date: 11/15/2023

  We have read and understand  ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check, additional review to ensure accuracy was required.   Additionally,the client was made aware of these delays. This background check was completed 11/13/2023, we appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint mirrors the many others for this background check company. I've been waiting since 10/25/23 for this background check to be completed and the company has advised the contractor using them (that is hiring me) that it will be 11/25/23!? It's 11/7/23, which quite frankly has been plenty of time to complete this background check. The client is likely to rescind my offer as there is absolutely no way I can get them to wait a MONTH to get me started- my start date WAS tomorrow, 11/8/23 but now, I am likely to lose the position because my contractor hired this terrible company to do a background check. I've had several of these run over recent years from all different companies and they NEVER took this long- this is absolutely ridiculous and this company and costing people jobs. No company is going to wait weeks- if not months, for a background check- they are just going to move on. Accurate needs to get this done and now so that I can go back to work, I've been out of work for over 4 months and I simply cannot afford to wait an other month for you to "wait on a court to reply to you" and the fact that you "can't expedite" is also flat out ridiculous.

  Business Response

  Date: 11/15/2023

  We have read and understand  ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in ************, **, which required additional manual assistance from a clerk adding a delay in completing the background check.   Additionally, the client was made aware of these challenges.  This background check was completed 11/08/2023, we appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have completed all the necessary actions such as signing the documents, submitting the background check forms, submitting the employment and education documentation form, completing drug testing on October 24th.However, I have had some issues with the background check company, Accurate, and their processing time. I noticed that they have not started my criminal background investigation until November 1st. I even went to the Fairfax County Central ************** to get my own criminal background record and have it notarized on October 31st and uploaded that to the Accurate portal. As you can see from the notarized copy which is attached, I have never been involved with any court cases which seems to be a boring life. I don't think it should take this long.Also, I took the drug test two weeks ago and no result is received yet. I don't drink, smoke, I don't even take vitamins so this is also very frustrating. I never thought the background check was going to take this long, which has been almost two weeks now.What I am worried about is that this background check delay would trigger any pushback on my start date. It would have definitely delay the process if ** did not submit the pd_Form_23 from the Fairfax County earlier, because that's when they actually started their part of investigation. They were just sitting back.Also, I noticed that Accurate's background check for the criminal or any court related investigation is in *****. How are they going to meet the deadline or contact them via phone? The delay may be caused from them only communicating via email.I have never spent more than 4 business days of background checks even for other government contracting companies. That was also because the office manager who was the only person doing the employment verification was out of town.Their ETA is definitely useless because they tend to change. The only thing you are going to hear is the fake apology with no progress or even willing to help.

  Business Response

  Date: 11/15/2023

  We have read and understand  ** *****'s concerns related to the turnaround time of their background check to our attention.  As a consumer reporting agency, Accurate Background (Accurate) is required to comply with applicable laws when completing a consumer report (background check). ** *****'s potential employer requested Accurate to perform a background check including a criminal search in ******* **, which required additional manual assistance from a clerk adding a delay in completing the background check.  Additionally, the client was made aware of these challenges.  This background check was completed 11/09/2023,we appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience. Please let us know how we can be of further assistance.