Complaints

This profile includes complaints for Checkr, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Checkr, Inc.

  1 Montgomery St Ste 2000 San Francisco, CA 94108

  
• 

  Checkr Canada

  201 1155 Hartley Ave Coquitlam, BC V3K 7A1

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:08/03/2022

  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.

  I have received an offer of employment. My employer sent me a link to Checkr to initiate my background check for employment. I was given 7 days by my employer to complete this. I put my middle initial on the form which has caused a hold as it appears that I should have spelled it out. I never use my middle name so this is an easy mistake to make. This is causing my background check to be placed on hold. I am running out of time ( 1 day left) to get this done but Checkr hasn't even responded to my two support requests (#******** and #********). I have submitted my ID twice but the issue isn't resolved. HELP!!!!

  

  Business Response

  Date: 08/05/2022

  Thank you for reaching out. 

  We successfully updated your HireRunner report. Your background report is complete and ready to download from the ************************************ you applied with has access to your completed report. If you have any questions about your application or eligibility, please contact the company you applied with directly.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17666892
  
  I am rejecting this response because:I cannot find reports in Candidate Portal.  It says no report exists.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/08/2022

  Thank you for your reply. 

  You will receive a separate email with a PDF copy of your report to the email address associated with your report. If you dont see the requested report in your inbox, please check your spam folder. 

  The Candidate Portal requires the email address, phone number, date of birth, and Social Security Number you entered on the application. If the information you provide to the portal login does not match what was entered on your application, the portal will not allow you to log in. This can include errors like typos.
  
  Your information may not be entered in Checkrs system in the way you remember:
  Enter alternative email addresses; if your email address usually has a . in it, try removing the . (i.e. if your email address is ****************** try entering it as ****************)
  
  If you still have trouble logging in to the Candidate Portal, please contact the party you applied with to verify the email address and date of birth on your application. Then, you may log in using that information.

  If the information provided by the party you applied with matches the information you have already attempted, we suggest that you request the unique verification upload link for your report from them.
  If no upload link is available, we suggest verifying with the party you applied with that your report was properly submitted to Checkr.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17666892
  
  I am rejecting this response because: My reports are NOT appearing in Candidate Portal.  Checkr sent me two attachments and one of them is a disclosure of my rights!!   I would like you to provided with a copy of my Consumer Report.

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/12/2022

  Thank you for your reply. 

  We sent a copy of your completed HireRunner background report to ********************************* on 8/5/22, 8/8/22 and today. The completed HireRunner report was requested on 7/27/22 and completed on 8/5/22. HireRunner sent an additional invitation for another report on 7/29/22 which expired on 8/6/22. The additional invitation may be causing the duplicate SSN error message that you have attached. You would need to reach out to HireRunner directly for next steps on how to resolve this issue and if any further action is required. 
  

  Customer Answer

  Date: 08/19/2022

  The above response is irrelevant to my ask.  My ask was to be provided with a copy of my consumer report which Checkr had pulled.  This is not my background check report!!  

  
  They sent me an FYI disclosure of my consumer rights but not the Consumer Report itself.  I had requested this and they sent me a response that is irrelevant to what I had requested!!!

   

  By law, they should provide me with a copy of my consumer report.  They can attach it to email directly *********************************

  Regards,

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

  

  Business Response

  Date: 08/23/2022

  Thank you for reaching out. 

  HireRunner requested a report on 7/27/22. Our support team updated the spelling of your middle name on 8/3/22 which progressed the report to the next stage and it completed on 8/5/22 with a status of Clear. 

  HireRunner also sent an invitation for the same type of report on 7/29/22, before the original report was completed. This new invitation was never fulfilled and expired on 8/6/22. 

  Checkr replied to your requests referenced above (#******** and #********) on 8/4/22. We also sent a copy of the completed report on 8/5/22, 8/8/22 and 8/12/22.  

  At this time, we suggest reaching out to HireRunner directly with any questions about next steps since your report was completed on 8/5/22.

  Please be advised that we do not assess the information on your report, make recommendations, or determine a partys requirements regarding employment. If you have questions about their decision, please reach out to the company you applied with.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17666892
  
  I am rejecting this response because I provided the correct information and yet Checkr has not emailed me a copy of my Consumer Report which they pulled.  Please email me a copy of my Consumer Report to ************************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/26/2022

  Thank you for your reply. 

  We have emailed copies of your completed report on 8/5/22, 8/8/22, 8/12/22 and another copy today. All previous copies are showing as "opened" by the email address *********************************.

  If you would like a copy of your report mailed to you, please confirm your complete non P.O. Box address mailing address with zip code.
  
  Once we receive this information, we will be able to mail you a copy of the report. 

  
  
  

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17666892
  
  I am rejecting this response because:
  

  Again, You have sent me a copy of my background check; NOT A COPY OF MY CONSUMER REPORT.  E-mail me a copy of my CONSUMER REPORT.
  

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/31/2022

  They have E-mailed me twice a copy of my background check and my rights under the consumer rights protection act but not my actual consumer report.  They NEVER sent me that.  The law states that if anyone pulls a consumer report on you, you're entitled to receive a copy of that report.

  
  I will want that via E-mail, not mail as I do not want my personal information lost out there in the mail.  If they e-mailed me my background check and my consumer protection rights, then they should be able to e-mail me my ACTUAL consumer report!!  This is not complex!

  
  Please urge thenmto attach the report to an e-mail and send it to me TODAY.  This has gone way too long and still not resolved.

  
  Regards,

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

  

  Business Response

  Date: 09/02/2022

  Thank you for reaching out to request that information. Ive notified our Information Requests Team and they will review your request and respond as needed.
  
  
  Thank you.

• Initial Complaint

  Date:08/02/2022

  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 June 29th 2022 I applied for a delivery driver position with uber eats. On July 14th 2022 I recieved a pre adverse action letter from checkr/uber that my background check *** disqualify me from the platform due to my license expired and suspended. I disputed that report the same day. On July 20th 2022 checkr recieved my request and did a reinvestigation. On July 26th 2022 I got an email from checkr stating the investigation was complete and I recieved a copy of the revised report and in that email I was also told that they would notify uber of the updated report. I have reached out to uber everyday since July 26th 2022 and they have told me over and over that they have not recieved the updated report from checkr. I have contacted checkr over and over through email, instagram and even tried to reach them by phone. They give you all of these generic responses when replying and no one is actually available to take a phone call or even answer an email. Here it is August 2nd 2022 and uber still doesn't have my revised report I am still not able to work and I have lost out on some weeks of income due to this issue. As of today August 2nd 2022. Uber still does not have the reinvestigation report and I am being told that checkr still has me marked as disputed. At this point I am very frustrated and disappointed because checkr is costing a lot of income missed. They give you an estimated time frame of completion and my reports are still pending past the dates. I've applied to doordash whom is also waiting on checkr, spark, and lyft, all whom are waiting on checkr and my issue is still not resolved!!

  

  Business Response

  Date: 08/03/2022

  Thank you for reaching out. 

  Your Uber Eats report was revised with the valid CA license on 7/26. Uber Eats was notified the same day and emailed with the updated report. They requested a new Motor Vehicle Report today (8/3/22) and it is complete and clear. Once the Motor Vehicle Report was completed today, Uber Eats also requested an extended background check. Your Uber Eats extended background check is in the final stage of completing county searches. We cannot guarantee when a report will complete. While most reports do complete in 3 to 7 business days, some can take longer depending on the counties and courts being searched.

  Your Uber and Shipt reports were requested yesterday (8/2/22) and your Lyft report was requested on 7/24/22. All of these reports are also in the final stage of completing county searches. 

  Customer Answer

  Date: 08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2022

  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 applied to Uber to be a driver and chekr, the background checking service that Uber uses for their hiring process, reported my driver license as suspended even though it is not. I have submitted the proof that my license is valid days ago, and have had no response from them. I have also tried calling. It it is impossible to speak to someone. This brings me here. Chekr is now hindering my hiring process with Uber at a crucial time in my life where I desperately need to work asap. I need this corrected and resubmitted to Uber

  

  Business Response

  Date: 08/02/2022

  Thank you for reaching out.
  A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.
  
  

• Initial Complaint

  Date:07/29/2022

  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 have repeatedly had my background checks with Lyft and Uber put on hold due to "discrepancies" that are "fixed" only to show up on the very next background check. I have had to submit SSN documents that I was never asked to provide by Lyft and Uber. After submitting them, my information was never updated. I am concerned that due to the numerous errors in Checkr's system, I will continue to lose income and job opportunities.

  

  Business Response

  Date: 08/01/2022

  Thank you for reaching out. We apologize for the issues that you've encountered with your SSN documents. For your current Uber report, we are unable to complete your Social Security Number (SSN) Trace based on the information you provided.
  
  For Uber reports, Checkr is not able to accept SSN documentation directly from candidates to resolve SSN Trace-related issues. Please reach out to Uber directly here (https://help.uber.com/driving-and-delivering) to resolve this issue. Uber will be able to assist you regarding the next steps. 
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17643936
  
  I am rejecting this response because I can only submit what is first asked and then allowed to by Uber and Checkr. I have talked to Uber and was told to reach out to Checkr on the issue. Mainly, the larger issue of my information not being updated from the several other times my SSN issue was brought up.

  

  Business Response

  Date: 08/03/2022

  Thank you for your reply. 

  Your Lyft report is complete and ready to view in the Candidate Portal. 

  My apologies, however for Uber reports, Checkr is not able to accept *** documentation directly from candidates to resolve the *** Trace-related issue. While we may be able to assist for other customers like Lyft, we are unable to provide the same support for Uber due to their request. Uber has requested for us to redirect candidates directly to them for assistance when they run into issues with a Social Security verification.
  
  Please reach out to Uber directly to resolve this issue. Uber will be able to assist you regarding the next steps. 

• Initial Complaint

  Date:07/29/2022

  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 been driving for LYFT for 4 years 8 months, they do an annual background check. It has been over 30 days 6/2022 . This process has never taken this long, I have no criminal record and no DMV issues. The courts state there is no hold up on their end. It is close to over 60 days. Checkr appears to be incompetent and lazy.

  

  Business Response

  Date: 08/01/2022

  Thank you for reaching out to Checkr regarding your report. Wed be happy to provide some clarity. 

  We're experiencing a delay in completing your background check due to recent changes in the record keeping policies in the *******************. As of September 2021, changes have been made that limit the public availability of court record information in the *******************. Checkr, as well as other background check providers, is affected by this change. With less information publicly available, the background check process requires more time to complete, sometimes resulting in long delays. 

  We are working hard to complete your background check as soon as possible. Once it completes, the company you applied with will be able to access your report. To get the latest status on your background check, please visit the Candidate Portal (http://www.checkr.com/applicant).

  Thank you for your continued patience.
  

  
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17642219
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/04/2022

  The response from Chreckr leaves me at the position since 6 2022,there appears to be no other resource I feel helpless

  

  Business Response

  Date: 08/08/2022

  Thank you for reaching out.

  Please be advised that turnaround times and results from report to report are not connected. Additionally, the changes to public availability of record information in the ******************* occurred in September of 2021, impacting and sometimes delaying the background check process for reports initiated after that time. Checkr does not have the ability to impact the record request process at any given county court.

  We are working hard to complete your report and appreciate your ongoing patience during this process.
  

  
  

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17642219
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/28/2022

  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 been a rideshare driver for 8 years, lyft/Uber. They complete a background check every year this year the both use the company checkr. In May **************************************************** checkr completed the background check for Uber and communicated with Uber that it was complete. However with Lyft checkr has stated it is incomplete. It has been over ************************************************************************************ from driving Lyft since June 27th 2022. I have been in communication with checkr and Lyft ever since the 27th of June. Checkr is blaming Sacramento County checkr claims there is a back ** in Sacramento County for background checks. However I have contacted Sacramento County and they claim there is no such delay any company that is having an issue receiving such information can either contact Sacramento County in person or by phone and complete the background check. This delay is preventing me from working for my family and it appears checkr is not diligent in providing the correct service. I was able to go to the County myself and get a background check, but Lyft will only accept it from checkr. I would appreciate it if checkr would do what they have contracted to do for Lyft and complete my background check.

  

  Business Response

  Date: 07/29/2022

  Thank you for reaching out to Checkr regarding your report. Wed be happy to provide some clarity. 

  We're experiencing a temporary delay in completing your background check due to recent changes in the record keeping policies in the *******************. As of September 2021, changes have been made that limit the public availability of court record information in the *******************. Checkr, as well as other background check providers, is affected by this change. With less information publicly available, the background check process requires more time to complete, sometimes resulting in long delays. 

  Please also understand that different companies have different requirements for what is searched during the background check process. As a result, different reports may experience variance in completion times. Your background check is in the final stage of completing county searches.

  We are working hard to complete your background check as soon as possible. Once it completes, the company you applied with will be able to access your report. To get the latest status on your background check, please visit the Candidate Portal (http://www.checkr.com/applicant).

  Thank you for your continued patience.
  

  
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17639971
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 08/03/2022

  For the last five plus weeks checkr has been stating my background check is in the final stages and blaming Sacramento County for the delay. I have contacted Sacramento County they say there is no delay Sacramento County also advised me a background check should take no longer than a week. Sacramento County also shared with me if checkr is experiencing a delay they can call or send someone in person to complete any background check. Checkr has not done their due diligence, this delay is full of bs, checkr is not being truthful. If Sacramento County is causing the delay I need to know the reason in detail what is the delay besides information. This delay is preventing me from working and providing for my family this I'm beyond upset it's going on six and half weeks of me not being able to work checkr needs to get the corrected and tell us the truth. I tried contacting checkr via phone, the offered me a call back however when I received the call back it was a recording stating they were closed. However the recording stated they closed at 5pm, I received the call back at 1:32 pm. Checkr complete my background check do your job, stop lying.

  

  Business Response

  Date: 08/05/2022

  Thank you for reaching back out.

  Please understand that as different companies have different requirements during the background check process, turnaround times and results from report to report are not connected. Additionally, the changes to public availability of record information in the ******************* occurred in September of 2021, impacting and sometimes delaying the background check process for reports initiated after that time. Checkr does not have the ability to impact the record request process at any given county court.

  We are working hard to complete your report and appreciate your ongoing patience during this process.
  

  
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17639971
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 08/08/2022

  Again I have completed my research and contacted Sacramento County directly. The problem is this new act has made it difficult to complete background checks they no longer can be completed electronically, but if you have a representative of checkr would take the time and physically go down to the County records they can get the information they need within 48 hours.

  

  Business Response

  Date: 08/09/2022

  Thank you for your reply.

  Please understand that the process for an individual to request their own records is not reflective of the process a ************************** such as Checkr, is required to follow when requesting records.
  Based on the request of the company you have applied to partner with, we *** search counties where you currently live or that *** be associated with your address history. These searches *** include available and legally reportable records associated with your name, date of birth, and other available personal identifying information. If specific county courthouse(s) are not able to provide the records electronically, Checkr will send a representative to the courthouse to obtain the information needed. 

  Thank you for your patience.
  

  
  

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17639971
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/27/2022

  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.

  Ive been out of work for months waiting on a background check . Lyft passes the buck to Checkr Checkr passes the buck to Lyft i just want to get back to work this company does this often and has cost Myself and others thousands in lost wages .

  

  Business Response

  Date: 07/29/2022

  Thank you for reaching out to Checkr regarding your report. Wed be happy to provide some clarity. 

  We're experiencing a temporary delay in completing your background check due to recent changes in the record keeping policies in the *******************. As of September 2021, changes have been made that limit the public availability of court record information in the *******************. Checkr, as well as other background check providers, is affected by this change. With less information publicly available, the background check process requires more time to complete, sometimes resulting in long delays.

  We are working hard to complete your background check as soon as possible. Once it completes, the company you applied with will be able to access your report. To get the latest status on your background check, please visit the Candidate Portal (http://www.checkr.com/applicant).

  Thank you for your continued patience.
  

  
  

• Initial Complaint

  Date:07/26/2022

  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 do Instacart and they did a background check on me I forgot my license expired this year so when the background check came back I immediately went to renew it. That's when the issues began the same day the results came back I renewed my license and sent ********************** proof of that. I disputed and I haven't heard anything from checkr it's been 11 days since the dispute. I can't even get in touch with a real person over the phone and I can't work with Instacart untill this problem is resolved it's extremely frustrating. My physical license finally came in the mail I could have used that to verify with Instacart but now I'm stuck thanks to the dispute with checkr that's going nowhere! It's holding me back from getting work.

  

  Business Response

  Date: 07/27/2022

  Thank you for reaching out.

  A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.