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: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 **. 

• Initial Complaint

  Date:03/26/2023

  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 was hired as a delivery driver associate with Straightline Logistics and ************** on 03/08/2023. first of all, I was told that the background check only was going to go back 7 years. So it's been almost 3 weeks later and the company accurate was the 3rd party doing the background check, so I'm waiting to start a job to pay my bills rent phone etc. and the report is and has been pending so I start calling and I get a responds from accurate saying its complete on the 20th of march; however after I reviewed the report I noticed that accurate had actually went beyond the 7 year requirements of the employer as well as sent over the report to the employer with information that should not have been on the report. accurate told me sorry it was a mistake, and this is my life and how I survive. they just casually had no concern no sense of a need to rush to correct the mistake. then they email me saying I had to dispute their error. So, I did, and it seems as I can't get thought to them that this is people's lives, and they are holding me and has done it to others as well from their responsibilities in live. I just Need to have my report updated and they tell me it can take over 30 days. its already been a month now waiting to start a job that is being held up by a background check.

  Business Response

  Date: 04/07/2023

  Accurate Background (Accurate) has reviewed this complaint and ** *****s concerns.  Accurate does its best to maintain strict procedures and comply with Federal, State, and Local legislation regarding consumer reports. ** *****'s potential employer requested Accurate to perform a background check, and results were disputed.  Accurate has obligations under the Fair Credit Reporting Act (FCRA) and under such is granted thirty (30) days to complete the dispute process.  This dispute has been completed and resolved with communication sent to this individual.  We appreciate the frustration and apologize for any inconvenience caused. Please do not hesitate to reach out to our customer service team if there is anything additional we can do to assist you. 

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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 recently submitted my background check to Tesla which is completely different from the ones submitted to ********** Solutions and Amazon in 2021 and 2022.In the 2022 background checks, I, ********************* did not have any criminal history or alias names reported.In the 2023 background check, Accurate reported that I, *********************, have a criminal record of federal convictions from 2008 with an 8 1/2 year sentence of someone with the alias name ****************************** .I therefore received an notification adverse condition of employment from Accurate. I disputed this report and requested that Accurate provide documentation showing that I, *********************, am indeed the individual named ****************************** with the criminal record.Accurate responded on 3/22/2023 that the original report was accurate but that the name ****************************** would be redacted from the report.Accurate never provided me a copy of the new, redacted report.Accurate never provided me any documentation or evidence proving that the original report is valid.Apparently Accurate can modify or attach any name to any background report without any oversight.

  Business Response

  Date: 04/06/2023

  Accurate Background (Accurate) has reviewed this complaint and ** *****s concerns. Please understand that every employer maintains their own unique criteria as to what they have requested relating to their background checks which *** result in reports that *** appear different based on those specified requirements.   ** *****'s potential employer requested Accurate to perform a background check including a Federal Criminal search. As a consumer reporting agency, Accurate is required to comply with applicable laws when completing a consumer report (background check) and has reasonable procedures to assure accuracy when reporting information, so we will not include information on reports without cause.  Although Accurate has communicated directly with this individual regarding their background check, we are happy to resend a copy of his report to him and address his concerns. 

• Initial Complaint

  Date:03/17/2023

  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 Reference # is *********: I recently relocated and applied for a new job. A background check was required and submitted by the company to Accurate Background and anxious to begin my new job and of course need my salary in order to pay for the essentials; food, gas, and lodging. I am very frustrated as it has been roughly a month since the background check was first initiated and I cannot start my new job until it is completed. I contacted Accurate Background on March 17, 2023, and they explained to me that they needed "more time". and at least 3 "entities" needed to be confirmed with my criminal records. They told me there was nothing more that I needed to do but due to a backlog, they couldn't give me a date when my background check would be completed. This is unacceptable, I've had other jobs requiring background checks that took no more than 48hrs to complete. I am requesting that Accurate Background complete my background check and send the information to my employer so that I can start my new job immediately. After reading all previous BBB complaints about how this company is processing background checks, I have decided to file a complaint with the *** (Report Number: *********) explaining in detail not only my situation but many people's situations. Again, It's unacceptable for any background checks to take more than 3 weeks, regardless! I have been working in the corporate world for 20+ years and this is the first time my background check is taking more than 2 weeks. MESSAGE TO THE BBB: Please do not answer the following: Thank you for bringing ** *****'s concerns related to 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). Accurate takes security very seriously, and this request has been fulfilled. Please let us know how we can be of further assistance. This means NOBODY is not even reading complaints

  Business Response

  Date: 04/04/2023

  Thank you for bringing ** *****'s concerns related to the turnaround time of their background check to our attention.  Rest assured that someone is reading, and investigating the root cause of every review, and complaint submitted.  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 San ******* County, **********, which is a jurisdiction, much like many others in ********** with exceptionally delayed services due to reduced access and staffing.  These types of delays are not within Accurates control, though we do everything in our power to expedite wherever possible.  We sincerely understand the frustration with long turnaround times in these jurisdictions our candidates experience and do apologize for the inconveniences these delays may cause.  Please do not hesitate to reach out to our ************** team and let us know how we can be of further assistance. 

• Initial Complaint

  Date:02/05/2023

  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 27th, 2022 I reached out via live chat to Accurate Background asking that they change the email address for my login to their web portal as I had my identity compromised and was performing due diligence in trying to change all login emails AWAY from ************************ and asked them to change my login for their website: **************************************** to *************************** Their rep ******** D said that he would submit the change and it would take several days. I have checked the login several times over the last few weeks and it is still set to ************************. This is a poor way to treat customers and their data, especially if they are victims of data breaches.

  Business Response

  Date: 02/14/2023

  Tell us why here...Thank you for bringing  ** *****'s concerns related to 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). Accurate takes security very seriously, this request has been fulfilled.   Please let us know how we can be of further assistance.

• Initial Complaint

  Date:01/13/2023

  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.

  Waiting over month on 10 day background check with job waiting.Need work badly to pay bills but background check making fall over a month behind more than before notified results within 10 days. No time to seek other work with job already waiting. Cant afford to wait on company not doing thier job is destroying me and ruined me financially daily for results over month late already is killing me because I have ******* clear background and record.photo includes message from company December 6,2022

  Business Response

  Date: 01/26/2023

  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 Nevada County, **********, which is a jurisdiction with exceptionally delayed services due to reduced access and staffing.   Unfortunately, this is a common issue for ********** courts presently.  Additionally, the client is aware of these challenges.  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: 01/26/2023

  What does Nevada county,like anywhere else have to do with my background check,Ive never had background checks ever on hold for information from anywhere. Why necessary for response if no issues relating eligibility! Its been over 55 days for crying out loud. 2 months not proving my employment/income got me evicted and wife moving out with me homeless as of January 31,2023! Never would have happened if any other company in the world was used,nearly 2 months is most rediculous time and obviously bogus excuse having no issues relating eligibility for holding up my background check for being completed. November 14,2022 took 2days by ***** extensive background check to send completed results 

  Business Response

  Date: 02/02/2023

  We appreciate your concerns.  Nevada county, ** appeared based on the Clients criteria to which Accurate is fulfilling that criterion.  Unfortunately, Nevada county, ** is a court with limited staffing, and researched fully by the court clerks, there is a lengthy backlog.  We have escalated this request in an attempt to complete the background check as quickly as possible.  We sincerely apologize for the frustration this has caused.

• Initial Complaint

  Date:11/30/2022

  Type:Customer Service 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.

  On 10/27/2022 a request for a background check was submitted to Accurate. I completed all necessary information for this to begin.As of 11/30/2022 this report is still not complete. Repeated requests for completion of the report have only been met with response that we must wait with no clear timeline for completion - indeed the responses are that the wait is indefinite.Accurate will give no information to me in regards to the delay. My prospective employer reports that it is apparently one county that is being waited on to report. Accurate will not provide me with any information regarding the outstanding county, even though responses to complaints filed with the BBB clearly reference specific counties. The estimated time to completion shown on the portal has, according to Accurate, no relevance. This time can and does change randomly, even now while waiting on one county. No explanation is provided for the change or even the meaning of it is provided. It is, apparently, blatant misrepresentation if it in fact has no relevance. Other than answering the phone, or responding in a chat, Accurate is totally unresponsive to requests and complaints other than to reply that we must wait. Multiple requests to expedite the report from the employer and myself have had no effect. Accurate has no information regarding steps being taken to complete the report, or timeline for completion. Current information is that the wait is indefinite. Accurate is not only non-forthcoming regarding the report or the county that is the issue (even though responses to complaints clearly have this) they are not truthful is responses they do give. I was informed that a supervisor would call me back when available to discuss my issues, but one has ever done this.

• Initial Complaint

  Date:11/09/2022

  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 recently relocated and applied for a new job. A background check was required and submitted by the company to Accurate Background.I went through preliminary training anxious to begin my new job and of course needing my salary in order to pay for the essentials; food, gas and lodging. I am very frustrated as it has been roughly a month since the background check was first initiated and I am unable to start my new job until it is completed.I contacted Accurate Background on November 1, 2022 and they explained to me that they needed "more time". They told me that there was nothing more that I needed to do but due to a backlog they couldn't give me a date when my background check would be completed.This is unacceptable, I've had other jobs requiring background checks that took no more than 2 weeks to complete.I am requesting that Accurate Background complete my background check and send the information to my employer so that I can start my new job immediately.

  Business Response

  Date: 11/28/2022

  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 background check has been completed.  Accurate is committed to ensuring the most up to date information is included in every background check, including proper identification of our consumers.  Occasionally our commitment to due diligence incurs delays.  Additionally, the client is aware of these challenges.  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: 11/28/2022

  
  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:11/02/2022

  Type:Product 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.

  On "October 24th, 2022", I spoke with a male representative at this company regarding and illegal background check that was conducted on me, and authorized by there client "******************************************". Both companies are based out of **********. And I live in (*******, **). After I explained too the representative that I did not sign any forms or authorize the background check. He assured me that the matter would be fully documented and the company's management would be informed. And my information would be fully removed from there system. And then I receive and email today (November 2nd, 2022) stating something about adverse action on behalf of the client regarding the illegal background check conducted. Which means they still have my information in there system. I contacted customer service again and was transferred 3 different times over a 30 minute period. And I had too explain the situation several times. I was never transferred too a supervisor and all the representatives had *************** !

  Business Response

  Date: 11/17/2022

  Thank you for bringing  ** *****'s concerns related to 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 and certified to Accurate that they obtained the consumers consent. Accurate takes claims of alleged identity theft very seriously so we appreciate having concerns brought to our attention.  We also strongly recommend the consumer contact the employer directly on his claims.   Please let us know how we can be of further assistance.

  Customer Answer

  Date: 11/17/2022

  In response too "Accurate Background". I understand what they have stated. And the business and potental employer (KBS) has been contacted via email and over the phone. However, being as I did not give consent for the background check. "Accurate Background" needs too completely remove my information from there system. And confirm in writing that they have done so. 

  Business Response

  Date: 11/28/2022

  Thank you for bringing  ** *****'s concerns to our attention.  We appreciate the significance of this matter and have reached out to the consumer individually.  If we can be of further assistance please let us know.

  Customer Answer

  Date: 12/06/2022

  
  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,

  
  
  *************************