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:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to file a formal complaint against Accurate Background for their failure to work on my behalf to obtain the necessary information regarding a background check within the appropriate time frame. I submitted my application for my background check to Accurate on September 30, 2023, and the background check has still not been completed. As a result, my start date with my future employer has been in limbo and I am unable to do orientation, which is contributing to a loss of funds for my family and me. I have called twice and offered to provide additional paperwork with the court contact information but they refuse to accept any additional information from me nor will they tell why my background is pending; other background agencies will at least provide a list of where your background check is at and which courts they are waiting on but Accurate Background will not give me any reasons for these delays, only vague excuses. Ive had other background agencies (Checkr, HireRight, Sterling) pull multiple checks on my record and it has never taken longer than 5-7 business days but now Im going on almost a month with Accurate; 23 days is unacceptable to not even be provided a status. I work in HR and know that there must be something else going on with this agency because this is not normal. There is nothing on their candidate portal website to show a status and when calling, they are unhelpful. I am requesting that the BBB investigate this matter and help assist me with getting my background check processed in a timely matter. I also would like to know what legal actions I may be able to pursue if my future employer rescinds my job offer due to Accurate Backgrounds negligence.

  Business Response

  Date: 11/01/2023

  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 10/26/2023, 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.

  Customer Answer

  Date: 11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:10/05/2023

  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 a background check through Accurate on 9/29/2023 and the background check has not been completed for over a month. I moved across the state for my new job and the failure to complete my background check in a timely manner has delayed the start of my new job and has left me without an income to pay for rent and other bills. I have called Accurate almost daily to urge them to get my background check completed ASAP. They tell me that they have put in an expedite request numerous times, but it has not gotten anywhere. I was made aware that the holdup with the background check was at the ******* courthouse. I visited the ******* courthouse twice to urge them to complete my background check. After my first visit to the courthouse, they told me that they did not have a request from Accurate to do a background check on me. The courthouse give me their correct contact information and I passed that information along to Accurate to ensure this would get taken care of. Another week went by without my background check and I made my second visit to the courthouse and they still told me that they did not have anything from Accurate to do my background check. When I talk to Accurate, nobody I ever talk to knows how they get the information from the courthouses to complete background checks. They tell me they can't call their research team and can only communicate via email. I question if Accurate ever even put in any expedite requests or passed along the ******* courthouse contact information to the research team. I request the BBB to (1) Ensure by whatever means necessary that my background check is completed ASAP and (2) If there are any legal actions I can pursue due to the negligence of Accurate resulting in my loss of income.

  Business Response

  Date: 10/10/2023

  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 *******, **, due to recent legislative changes,this county is experiencing extremely lengthy delays due to a restriction of access to records.   Additionally, the client is aware of these challenges.  We are expediting wherever 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: 10/11/2023

  I do not accept this response. I have lost over $5,000 of potential wages due to the negligence and failure to complete this background check in a timely manner, which has put me in a financial crisis. It has been 6 weeks and still no progress. I have visited and spoken with the Deputy County Clerk at ******* Courthouse multiple times. They have given me their direct contact information to pass along to Accurate Background to get my background check done ASAP. The ******* Courthouse told me that it should not be taking this long and they would be willing to complete the background check ASAP once they heard from Accurate. I have given Accurate the direct contact information to reach the Deputy County Clerk multiple times and they have still failed to reach out to complete the background check. One of Accurate's representatives even laughed at me over the phone when explain my situation and urging them to action to complete my background check. I have never experienced such negligence and un-professionalism from a company before. I urge Accurate to get my background check completed ASAP by any means necessary.

• Initial Complaint

  Date:09/23/2023

  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.

  Im filing a complaint because this company was used by my future employer. They were conducting my background check and have yet to complete it. It has been a month and my background check is still pending. They will not give me any additional information. My start date was pushed back because of this company dragging their feet. They keep putting the blame on a third party but refuses to give me the third party information. I am losing money because of this. I was supposed to start September 13 and it is almost October now! I have bills to pay and unfortunately will be getting behind thanks to this company and whatever third party they are working with. They need to finish my background check asap so I can start working on the 27th of September! Which is the date my training was pushed back to.

  Business Response

  Date: 09/29/2023

  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 ****, **, this county is experiencing extremely lengthy delays due to a clerk controlled search.  Additionally, the client is aware of these challenges.  This background check was completed 09/26/2023.  We appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  

• Initial Complaint

  Date:09/14/2023

  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've been waiting for my background for almost a month now I called them into update my last name which was My employee requested a background check for me on August 22nd 2023 and I haven't heard nothing back ever since then I kept calling and calling and they only tell me it's still processing and they will send me a copy of the background check when they get finished with it but this is ridiculous though I never had a background check that took this long so I want to know what's really going on

  Business Response

  Date: 09/28/2023

  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 ****, **, this county is experiencing extremely lengthy delays due to a clerk controlled search.  Additionally, the client is aware of these challenges.  We are doing whatever possible to expedite completing the background check.  We appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  

• Initial Complaint

  Date:09/12/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 am writing to file a formal complaint against Accurate Background for their failure to work on my behalf to obtain the necessary information within the appropriate time frame. I submitted my application on August 25th, 2023 and the background check has not been completed for more than 15 days. As a result, my offer of employment has been rescinded. On Tuesday, September 5th, I called to inquire and was assured my background check would be "expedited", however that was a lie, as a week later (Tues, Sept 12th) it is still in the same step of the process. Accurate Background will not give me any definitive reasons for these delays, only vague excuses and promises to expedite which are unfulfilled. This has caused me to my start date at the new job being delayed and potentially now cancelled all together. This has resulted in a loss of income and opportunity for my family and I. I have provided the company with all the necessary information and documents required for the background check, but they have failed to fulfill their obligations. I have had multiple background checks successfully completed with Checkr in a much more timely manner, so I fail to see how the blame lies with anyone but Accurate Background employees. They keep trying to blame Luzerne County staff for delays, however again I reiterate other companies have had no problems pulling my information from Luzerne county, as recently as March 2023. To resolve this issue, I need two things.1. I would like the BBB to assist me with getting my background check processed in a timely matter. 2. Information on what legal actions if any I can pursue if the negligence of Accurate Backgrounds results in the loss of my employment opportunity.

  Business Response

  Date: 09/19/2023

  We appreciate  ** *****'s concerns related to the turnaround time of their background . 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 *******,**, we strive to be as up to date and accurate when completing consumer reports, which may occasionally result in delays in obtaining information from the clerk. In situations like these we are at the mercy of the clerks. This report was completed 09/12/2023.  We do appreciate the frustration when waiting for a background check to complete.  We apologize for any inconvenience this may have caused. Please let us know if there is anything further, we can do to assist.     

  Customer Answer

  Date: 09/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  It has been two weeks and my background check is still not completed. Accurate is not telling me anything. They are not doing their part. I was supposed to start this job last week. It has never been this long before.

  Business Response

  Date: 09/01/2023

  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 *******, **, this county is experiencing extremely lengthy delays due to a clerk-controlled search.  Additionally, the client is aware of these challenges.  This background check was completed 08/28/2023. We appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience.  

  Customer Answer

  Date: 09/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:07/06/2023

  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.

  I am writing to file a formal complaint against Accurate Background for their failure to work on my behalf to obtain the necessary information within the appropriate time frame. I submitted my application on April 12, 2023 and the background check has not been completed for more than a month. As a result, my family and I have suffered significant financial loss.Despite numerous attempts to contact the company and follow up on my background check every week, they have consistently failed to provide in a timely manner. This has caused me to my start date at the new job being delayed and has resulted in a loss of income for my family.I have provided the company with all the necessary information and documents required for the background check, but they have failed to fulfill their obligations. I even offered to fly out to a county that I never lived in to obtain the necessary information, but again, they repeatedly sent me a template email. I am requesting that the BBB investigate this matter. Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 07/25/2023

  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 ***** MI, due to recent legislative changes, this county is experiencing extremely lengthy delays due to a restriction of access to records. This background check has been completed as of 06/05/2023.  We appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience. 
  
  
  Best regards,
  
  ******

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 supposed to start a job over 2 months ago, and was waiting for the background check to come back. I called Accurate multiple times for an update and were told they did all they could and sent the request to the county. I called the county and was told that Accurate had NEVER sent any requests over. My HR has called Accurate to escalate this issue almost every other day now, with the same run around response and no completed background check. I called and escalated myself as well. I was sent a follow up email by a supervisor that they would be reaching back out, but they did not and it is has now been 3 weeks. I have been almost 2 months without a job now after buying a new home and moving out of state.

  Business Response

  Date: 07/05/2023

  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 ********, due to recent legislative changes,this county is experiencing extremely lengthy delays due to a restriction of access to records.   Kindly note, counties have various courts as well as we may have different processes as we have obligations to comply with as a CRA, but please be assured, we are researching this.  Additionally, the client is aware of these challenges.  This background check has been completed.  We appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  We are expediting wherever possible in order to gain a solution that satisfies all involve.  Please let us know how we can be of further assistance.

  Customer Answer

  Date: 07/05/2023

  Everything in this response is the situation I'm already well aware of. What I don't accept is the statement that this background check has been completed. I have been in touch and checked the status and it is still in process. Unless this is poor communication (not surprising) and the statement is to mean that parts of the background are complete, then it is a lie. 

  Business Response

  Date: 07/06/2023

  Dear ******, we wish to extend our sincerest apologies.  You are correct, that statement was a mistake on our part.  The background check has not yet been completed, we are still waiting for information from ********.  We apologize for any confusion.  We are still working with a heavily clerk controlled court in order to complete the background check.  We are desperately trying to resolve this issue for everyone involved.  Please let us know how we can further assist, and do not hesitate to reach out with any questions. 

  Customer Answer

  Date: 07/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:06/01/2023

  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 supposed to get hired for a ************************ in ******, ******. They've taken two, almost three weeks to get this background check done on me, and I was supposed to start Monday 6/5/23. They haven't responded to my requests to speed up the process, and I won't be able to start the job. I withdrew my application. I would like compensation for time lost or for them to get some better workers. I've reached out three or four times, only for the background check to go from 4-6 days estimated to **** days. I have a minor misdemeanor on my record which they were hung up on, and couldn't do a simple call to the court to figure that out.

  Business Response

  Date: 06/12/2023

  Tell us why here...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 Lyon County, ******, which is a jurisdiction with exceptionally delayed services due to reduced access and staffing.  Additionally, the client is aware of these challenges.  This background check has been completed.  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:04/13/2023

  Type:Product 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.

  They sent me an email wanting me to confirm my full social security number on April 4th and I did and they assured my number would be purged from the system then on April 11th I received another email wanting me to contact them yet again and they asked me again to confirm my full social security number and when I asked the representative for his name or his identification number with his company he would not provide it then I asked to speak to a supervisor it took ************************************************************************************************************************************************ to give them my full social security number over the phone and on top of this that email they sent me I had to retrieve out of my spam folder they was not being very helpful at all they kept insisting that I give them my full social security number without giving me any of their credentials with that company and this background check was for *********'s purse which is a disaster relief program through the church that I am trying to do some missionary work basically offering my free services for rebuilding homes and buildings from tornado damage on my own time and I just am baffled at the amount of efficiency and lack of character and respect that that company has towards any clients or anybody receiving a background check through them very unprofessional very frustrating and very confusing I had to contact my representative at Samaritan's purse to try to resolve the issue because I am in need and feel that God has chosen me to do some missionary work and this is a huge stumbling block which could result in me not being able to help unfortunate human beings that are in desperate need of help

  Business Response

  Date: 04/27/2023

  Accurate Background (Accurate)has reviewed this complaint and ** *****s concerns.  Thank you for bringing these concerns to our attention.   Accurate Background, LLC (Accurate) takes appropriate measures to retain personal data only for as long as Accurate has a legitimate legal or business need to do so,such as compliance with legal or contractual retention obligations,preservation of legal rights or other reasonable purposes consistent with the purpose of the collection of the information. Due to these obligations, we are unable to process your request to remove your personal data. Please do not hesitate to reach out to our customer service team if there is anything additional, we can do to assist.   

  Customer Answer

  Date: 04/28/2023

  This is in no way apologizing to me.it is a run around answer they feel as though BBB needs to hear and I don't think there taking any of this with concern or even caring about the ** professional workers they have at there company and it's starting to really upset me about this and now I'm half tempted on making a trip across the country to resolve this in person

  Business Response

  Date: 05/04/2023

  Tell us why here...Accurate Background (Accurate) has reviewed the additional response for ** *****s.  We take your concerns very seriously.   We can appreciate frustration when it comes to the turnaround time of a consumer report (background check), however certain identifiers are required in order to process a background check, we cannot process without the *** or DOB as an example. The considerable delay in this instance was due to a refusal or delay on *****s behalf to provide Accurate with the necessary identifiers required to run the consumer report. This background check was completed, and quickly after proper identifiers were provided. Additionally, Accurate Background, LLC (Accurate) takes appropriate measures to retain personal data only for as long as Accurate has a legitimate legal or business need to do so, such as compliance with legal or contractual retention obligations, preservation of legal rights or other reasonable purposes consistent with the purpose of the collection of the information.  Due to these obligations,we are unable to remove your data.  If you have any additional questions or concerns, please do not hesitate to contact **.