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:07/26/2022

  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.

  I am a candidate waiting on a pre-employment background screening from Accurate Background requested on 7/19/22. My future employer reached out saying Accurate has ordered a report for a criminal record search in a county/state I have never lived in or worked. Initially I considered that maybe I had been the victim of identity theft. I ran my credit report on 7/26/22 at all three credit bureaus and there were no inaccuracies. I then called Accurate's Applicant Support number ************** on 7/26/22 to inquire as to why they are pulling information from a county and state I have never lived in and the representative would not provide me with information or support on why my information was being pulled or how to formally file a report. The representative told me the background reports had to be completed first before I could file a dispute on their website. However, my dispute is not with the background results but with their process. The company did not request accurate reports to complete my background check to begin with and it is delaying my employment for no apparent reason.I called the county sheriff's office and state clerk where Accurate is trying to pull a report and they have no record of my information in their systems. Furthermore, this is a county that would require clerk assistance as they do not release electronic records. I am at risk of losing this position because Accurate ordered a report that is not associated with my identity and they are not being transparent about what steps they are taking to correct the reports ordered other than "we'll let the other department know." I want to know what they are doing to to correct this and a timeline for when it will be completed. "Call back later" is not acceptable.

  Business Response

  Date: 08/08/2022

  At Accurate Background, we take consumer complaints and rights seriously, so we appreciate you for bringing this issue to our attention on behalf of ** ******s. We are currently conducting a reinvestigation of the item(s) that are the basis of her complaint and dispute. We will promptly notify the consumer and employer of the results of that investigation once it is completed. Please let us know if we can help further.

• Initial Complaint

  Date:07/22/2022

  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 background check was submitted on 5/26/2022. It has been almost 2 months and still nothing. I have called several times, spoke to supervisors, emailed back and forth, they said they would expedite it over 20 times and yet I am still waiting today. Y36569153 is my search number.

  Business Response

  Date: 08/05/2022

  We appreciate you bringing the concerns of ** *****'s to our attention as we take consumer feedback very seriously.  Accurate Background is dependent on the court to provide us information and at this time, we are waiting for the court to provide us with the results. We appreciate ** *****s attempt to expedite this by obtaining his information from the court, however, unfortunately, as a ************************* (CRA),Accurate is required to follow certain laws, in particular the FCRA.  In doing so, Accurate must ensure the sources of information being provided in the consumer report are accurate and up to date. Please understand, that the sources of information available to the public, such as the public access portals, may not meet the requirements placed on CRAs for consumer reporting and background screening purposes. The employer is aware of the delay and we are continuing to pursue a resolution with the court so we may obtain this information as soon as possible.  If we can be of further assistance,please let us know.

  Customer Answer

  Date: 08/08/2022

  I understand the process, but it has been almost 3 months. Do you they not have a system that where if the county dont respond in a timely manner then they take other actions. This is effecting my life and bills. Also I reached out to the county and they stated they have no records of this background check department or pending information for my background check. I would like someone to call the county and see whats the hold up. Like thats what I dont understand? So what if they dont respond for 6 months? You guys do nothing? Just oh well sorry waiting for a response from the county. That doesnt seem fair to me and would like some one to look further into my background check or at the least try and re due it or something. Maybe start fresh. 

  Business Response

  Date: 08/22/2022

  Thank you for providing us ** *******feedback to our response.  We take any delays in processing seriously and continue to work with the source of information, the county clerk in this particular situation.  Unfortunately, with counties such as **********, **********, there are a number of challenges due to staffing and court restrictions in providing identifiers and case information.  In addition, ********** does not have all of the information readily available.  The court clerk has assured ** that they are doing what they are able to obtain the information.  Unfortunately, this is a common issue in certain courts at this time, but we are continuing our efforts to obtain this information.  In addition, the client is aware of these court challenges.  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:07/08/2022

  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 ***** provides false and misleading information on background check reports. In direct violation of the Fair chance act and FRCA. Even when brought to the attention of Accurate ***** they do not resolve the issue, they just pass the buck to someone else who has nothing to do with their own business. They are an outsourcing company that only has very few employees in **********, most of the customer service is in *****. So when you provide information about yourself, private information is going to an unsecured business in an other country.

  Business Response

  Date: 07/22/2022

  We appreciate you bringing the consumer's concerns to our attention.  Accurate Background takes consumer complaints, as well as our obligations, very seriously.  We have completed our reinvestigation in accordance with the Fair Credit Reporting Act and the consumer report has been updated to reflect the most current information.   In addition, we have notified the consumer of the results.  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:07/02/2022

  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 had my background check pending for 2 weeks. I have no criminal history, nothing on my driving record- not even a speeding ticket- and have always had my backgrounds come back within 2 days. My prospective employer and I have contacted Accurate almost every day asking for an update on my background, and they keep telling us they're "working on it" with no end in sight. All that is left on my background is running my driver's license, and that's taken over a week for them to do. They have been absolutely no help, given no answers, and now I can't pay my bills because I cannot start this job due to their incompetence and unwillingness to communicate or resolve any issues they may have.

  Business Response

  Date: 07/15/2022

  We thank you for bringing the consumers concerns to our attention. Accurate Background strives to make the process as simple and efficient as possible for our clients and their candidates so we appreciate the feedback on the consumers experience during the background screening process. While we attempt to complete comprehensive background checks as quickly as possible, there are external factors that are outside of Accurates control  that could potentially delay the processing of the background check. In this particular case, once we received the documentation necessary from the consumer, we were able to  complete the background report. Please let us know if we can be of further assistance

• Initial Complaint

  Date:07/01/2022

  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 6/3/2022 I provided Accurate background with my request for a background check on behalf of a company I was hired for. It is now July 1st and I still am pending a background check waiting on county information. Let be be clear in saying that I waited 3 weeks listening to this same excuse before I started to investigate the "county delay". I have contacted the county in question and there is no delay, all of their data is available online 24/7 for free and there have been no system issues during the time of the request of my background check. (I do have email documentation to prove this conversation). I cannot start work until the background check is complete but its already at a month with no ETA. I am weary that a company that is responsible for being accurate and honest in its actions is showing the opposite behavior.

  Business Response

  Date: 07/15/2022

  We appreciate you bringing the concerns of ** *****'s to our attention as we take consumer feedback very seriously. Accurate Background is dependent on the court to provide us information and there was a delay with Pinellas County, ******* (Not ***** County, ******* as previously indicated).  At this time, the courts have provided ** with results and the background check has therefore been completed. Please let us know if we can be of further assistance.

• Initial Complaint

  Date:06/22/2022

  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.

  My background check, reference number *********, was launched on May 26, 2022. It is now 6/22, almost a month later, and my background is still pending. I have called several times. Sometimes I get a good customer service agent, other times theyre dodgy and wont answer my questions. I have requested to speak with a supervisor several times and there is never a supervisor available to speak to. I have requested an expedited background 4 times. I have seen no results from my calls. My current estimated time is **** days. I am told by CSRs at Accurate that my background is waiting on Washoe County, **.I would like my background check processed and cleared ASAP. 4 weeks is WAY too long to wait for a simple background check. I had a background check with a competitor for another position which cleared in 2 days, started on 6/7 and finished on 6/9.

  Business Response

  Date: 07/11/2022

  Please consider the below our response to BBB Compliant #********:
  
  We appreciate you bringing the concerns of Mr. ******* to our attention as we take consumer feedback very seriously. Accurate Background is dependent on the court to provide ** information and there was a delay with Washoe County, ******.  At this time, the courts have provided ** with results and the background check has therefore been completed. Please let us know if we can be of further assistance."

• Initial Complaint

  Date:06/21/2022

  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 submitted all required background check documents as a candidate for a contingent job on 6/10/22. On 6/14, they sent me a request for W2s and/or payroll stubs dating back to 2016. I sent them all via a link they provided that day. I believe they quoted a finish date of 6/15 to the employer which came and went. I called on 6/16 and was told no update was available. On 6/17, I called and was told its taking 5-7 business days. I called today (6/21) since its business day 7. The customer service rep was very nice in telling me no update was available and they dont know when itll be done. I requested if it can be expedited. She said shed file the request, but it doesnt guarantee it would. This group is literally holding up the employer from making an official offer. In addition, I cant provide a notice to my current employer because of the delay theyve caused. To have filed a two week notice I wouldve had to submit it yesterday. My anticipated start date is fast approaching as well which now may be delayed because of this background check backlog that they cant get ahold of. Ive literally done everything on my end and this group keeps pushing the finish date and blames COVID related backlogs which may be true, but its not a concern for background check candidates to contend with since they are only responsible for submitting documents in a timely manner. If this group cant have a decent turnaround or accommodate work changes then thats a whole separate issue for others to contend with.

  Business Response

  Date: 06/22/2022

  Thank you for bringing Mr. ******** concerns related to the turnaround time of his 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). Mr. ******** potential employer requested Accurate to perform a background check including a criminal search in Los Angeles County, **********, which is a jurisdiction with delayed services due to reduced access and staffing.   Unfortunately, this is a common issue in ********** courts at this time.  However, we have received the information and Mr. ******** background check has been completed. Please let ** know if we can be of further assistance. 

  Customer Answer

  Date: 06/22/2022

  
  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 do appreciate the realities that Accurate is facing and I am thankful they were able to process the report today. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/17/2022

  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 applied for a position with a company who I will not mention the name of he company. This background place seems to try and purposely mess up your report if you have a complaint with them. they put on my report that there was a discrepancy with my Education- which there is not.1. I followed their instructions that specifically stated only add completed Education and do not include certificates or diplomas of trade schools etc. 2.Their instructions advised it would be quicker to upload documents so they would not have to make a call. 3. I have a degree that was completed in 2007. 4. I uploaded the transcript that shows when the degree was conferred *****. They only asked for 1 address, which was current address and notated I am a mover? I lived here for almost a year and previous address for about 6. 5. Their info on their form also stated if they needed anything they would call. They never attempted to contact me at all via email or phone. I even chatted with reps before completing the form to verify that is all they needed. If you ask me for a current address on the form- then that is what I give. They asked for Education completed as I stated earlier, and that is what I gave. I need an apology. As well, I tried to chat with an agent today .1. I asked for a copy of the report as I know in my state I am legally allowed this. 2. I was told they would give me a link or something and that was not the case- I had to find how to get into the report on my own. 3. The rep I spoke with in chat ( which I asked for a copy of chat ) disconnected on me while I was chatting. 4. I asked for a supervisor and was not given one. This is an unprofessional company and I do not appreciate how they mishandled my information. I need an apology and they need to correct the info. I have never had any "discrepancies" on a background report. No one contacted me while they were getting the report, instead it appears retailiation for prior complaints.

  Business Response

  Date: 09/01/2022

  At Accurate Background, we take consumer complaints and rights seriously, so we appreciate you for bringing this issue to our attention on behalf of ** ********. We are currently conducting a reinvestigation of the item(s) that are the basis of her complaint and dispute. We will promptly notify the consumer and employer of the results of that investigation once it is completed.  We have also sent a copy of the background report twice to the email on file as well as mailed to the address on file, as the consumer requested.  Please let us know if we can help further.
  
   

  Customer Answer

  Date: 09/01/2022

   It appears initially this company did not respond. In addition, once these errors are made on their part, it affects applicants in a very negative light. I had to figure out how to retain the report on my own, even though I am allowed a report , per my state, by law. It is a very unprofessional company and it appears they do not care whether they are affecting peoples livelihoods. We are still in a pandemic and their unprofessional actions have severe outcomes for persons. I have read other complaints on this company which are very negative. they owe me more than an apology and I did not see one. It is the very least they could do, which shows they could not care less about people. disconnecting a chat on a customer should never happen. It is rude and unprofessional as well.

  Business Response

  Date: 09/08/2022

  Accurate Background takes consumer complaints and rights seriously, so we appreciate you bringing **********s response to our attention.We are currently conducting a reinvestigation of the item(s) that are the basis of her complaint and dispute. We will promptly notify the consumer and employer of the results of that investigation once it is completed.  We have also sent a copy of the background report twice to the email on file as well as mailed to the address on file, as the consumer requested.  Please let us know if we can help further.

  Customer Answer

  Date: 09/09/2022

  I do not accept. I reiterate the same information given. It is inexcusable not to follow their own directions and pass information on that was incorrect.

• Initial Complaint

  Date:06/11/2022

  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.

  It has taken over a month and some for this company to finish my background search. I continuously lose out on job opportunities because of this. It has caused a financial strain because I now cannot pay my rent, utilities nor can I purchase food. When I contact the company representatives cannot answer why nor provide a solution.

  Business Response

  Date: 06/24/2022

  We thank you for bringing  ********** concerns to our attention. Accurate Background strives to make the process simple and efficient so we appreciate the feedback on the consumers experience during the background screening process. We attempt to complete the background screenings as quickly as possible, however, there are external factors that are outside of Accurate's control that could potentially delay the processing of the background screening. In this particular case, there is a delay in Sacramento County, **********.  We have made the prospective employer aware of the delays with certain ********** courts.