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:02/10/2025

  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.

  As part of my volunteer position w/Guide Dogs for the Blind (GDB) it was required to have a background check. For whatever reason, they chose ClearStar to conduct this check. It was completed satisfactorily. Because it was completed, I called the company around 1/16/25 to ask that MY data be purged from their company. I received an email on 1/21 essentially telling me that it would be retained 5 years and would not be deleted per my request and because the law was on their side allowing them to have it. I ask *** to request it be purged since they hired the company and are a client. That request was also refused with more law quotes waved about. Now this is MY data and I have no intention of returning to this company and if *** requires another background check with this company, I won't complete it. There is no reason for them to retain MY information. It doesn't assist their business in any way. The refusal makes me think they are doing something nefarious with MY information. I really don't care how secure they think it is--it is not. I am sick of data breach letters and I have had information stolen in the past and prefer that it not happen again. It is not a matter of if, it is a matter of when. I want my data purged and I don't understand why this company refuses to do so--in the name of goodwill since they seem to want to hide behind laws that say they can keep my data. It can't be that hard to purge it. I don't want them retaining it for 5 years. I don't want them doing anything with MY data except to purge it, PLEASE! My business and ***'s business are complete. It's too bad that other folks don't worry about this until their own data is compromised. I am pleading with ClearStar to delete my data. There is no reason for them to keep it. Quit hiding behind laws that allow you to keep MY data that doesn't belong to you and do the right thing and purge it. I would like help asking them again to do this!

  

  Business Response

  Date: 02/18/2025

  ClearStar was contacted by Ms. ************ on January 17th, 2025, and she was informed of the following on January 21st, 2025: 
  
  ClearStar retains authorizations, disclosures, and other data subject records including consumer reports and re-investigation files on U.S. residents for a period of five (5) years from the time of the report in accordance with the federal Fair Credit Reporting Act ("FCRA") and the Fair and Accurate Credit Transactions Act ("FACTA"), unless otherwise restricted by applicable state law.
  
  The candidate records are subject to this retention policy and are deleted five years from the time of their background check report. 
  
  All subject information is safely stored in ClearStars fully encrypted database, which is not connected to the internet, located in a secure ********************* protected by state of the art logical and physical security, including biometric authentication and 24x7x365 surveillance. ClearStar undergoes annual third-party SSAE 18 SOC2 type 2 audits of all aspects of its security, privacy, and confidentiality controls, policies, and practices that directly relate to the security of our systems.
  
  ClearStar does not maintain and compile a database of criminal record information or any other type of information on individuals. When a background check is requested by its clients, ClearStar purchases the information from third-party vendors to prepare a specific consumer for a one time use by its clients. 
  
  A copy of the consumer reports provided by ClearStar to its clients is kept for a period of 5 years to meet the 5 year statute of limitation under the FCRA. 
  
  Under Section  618. Jurisdiction of courts; limitation of actions [15 U.S.C.  1681p] , which governs the activities of consumer reporting agencies like ClearStar,
  An action to enforce any liability created under this title may be brought in any appropriate United States district court, without regard to the amount in controversy, or in any other court of competent jurisdiction, not later than the earlier of (1) 2 years after the date of discovery by the plaintiff of the violation that is the basis for such liability; or (2) 5 years after the date on which the violation that is the basis for such liability occurs.
  
  Additionally, a copy of the reports is kept to meet a consumer reporting agencys obligations under section 609 of the ****
  
  609.  Disclosures to consumers [15 U.S.C.  1681g]
  
  (a) Information on file; sources; report recipients.  Every consumer reporting agency shall, upon request, and subject to 610(a)(1) [ 1681h], clearly and accurately disclose to the consumer:
  
  (1) All information in the consumer's file at the time of the request except that--
  
  (A)if the consumer to whom the file relates requests that the first 5 digits of the social security number (or similar identification number) of the consumer no be included in the disclosure and the consumer reporting agency has received appropriate proof of the identity of the requester, the consumer reporting agency shall so truncate such number in such disclosure; and
  
  (B)      nothing in this paragraph shall be construed to require a consumer reporting agency to disclose to a consumer any information concerning credit scores or any other risk scores or predictors relating to the consumer
  
  (2) The sources of the information; except that the sources of information acquired solely for use in preparing an investigative consumer report and actually use for no other purpose need not be disclosed: Provided, That in the event an action is brought under this title, such sources shall be available to the plaintiff under appropriate discovery procedures in the court in which the action is brought.
  
  (3)(A)      Identification of each person (including each end-user identified under section 607(e)(1) [ 1681e]) that procured a consumer report
  
  (i)        for employment purposes, during the 2-year period preceding the date on which the request is made; or
  (ii)       for any other purpose, during the 1-year period preceding the date on which the request is made.
  
  
  Finally, ClearStar fulfilled the services specifically requested by the client which included but was not limited to a WA driving history search. The WA State Department of Licensing requires a specific form from the driver before releasing the driving history to a third party such as ClearStar. The applicant completed the form in addition to the required disclosure and authorization form to conduct the background check.
  
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22922557
  
  I am rejecting this response because: as usual, they hide behind the laws allowing them to keep MY data.  I do not argue that I gave it because I was forced to, but now that our business is complete, I want it deleted. Their client also made the request on my behalf and the laws came out.  They had the audacity to tell me that they would do as requested only if I took on THEIR liability. What liability! I doubt there is any liability for deleting MY data at MY request, but that would be INSANE on my part.  I don't trust this business to ever do the right thing.

  I will sue them when my data is breached because I really don't care about their security and it is just a matter of time.  One stop shopping, a determined hacker (or disgruntled employee) and it's out there.  I guess I'll see them in court.

  Have a nice day.

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

• Initial Complaint

  Date:01/01/2023

  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.

  On 11/29/2022 I paid this company to complete my background check for an Aspen Grove number. On 12/01/2022 I received an email stating "ClearID failed due to ID Photos Unreadable", and advised me to pay an additional $8 in order to resubmit a copy of my drivers license. I called clearID and they advised that someone will call me back shortly. Never heard back. On 12/02/2022 I ended up paying the additional $8 in order to resubmit photos. I made sure the photos were as clear as possible. On 12/06/2022 I logged in to check the status and it showed that the application was complete but still failed due to drivers license not readable. I once again called on 12/06/2022 and was told that someone would reach out in 1-2 days. It has now been 30 days since my initial call and have not received any calls from this company.

  

  Business Response

  Date: 02/13/2023

  We have conducted an internal investigation into the ***** complaint and discovered the following:

   

  Timeline of events:

   

  1. On December 1^st, we created a case when *************************** ClearID failed due to his photos being unreadable.
  2. On December 1^st, we sent ************************* a very detailed e-mail with instructions and helpful hints on how to resubmit photos to ClearID successfully.
  3. On December 12^th the case was closed as no response was received by **************************
  4. On January 24^th, ***** created a case for Image retake as she tried to upload photos on **************** behalf but informed him his original ID being damaged is the cause for the error. She asked him to send another image of the back of his ID, and she would upload it for him. 
  5. ************** did respond in the same day, and ***** uploaded the images and transmitted them to Jumio (technology partner that supplies ClearStar facial recognition software).
  6. On January 24^th, same day, the results from Jumio as Fraud as there was a mismatch printed in the barcode data on the back of **************** document.
  7. Between 1/24 2/2, Jumio reinvestigated our request.
  8. On February 2^nd, ***** confirmed the score of Fraud is accurate; This scan is correctly rejected as expiry date extracted from barcode is not matching with the one printed on the document. 
  9. On February 2^nd, we contacted ************** with a very detailed e-mail with instructions and helpful hints on how to resubmit his request with a passport instead. 
  10. No follow-up to date from **************