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Business Profile

Employment Background Check

E-Renter USA Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Employment Background Check.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 used backgroundreport.com to perform background checks for some time. I submitted a background check request yesterday afternoon. I was charged twice and still have not received the background check. I wasnt able to reach the site at all for an extended period this morning. The site is working again now, but it still says the check is Pending. This isnt possible; Ive used the site many times, and checks never take this long to complete. Something is obviously wrong.*** tried calling their customer support phone number several times today to try to reach someone about these issues, and I havent been able to reach anybody. Several times, I got a recording saying that the number had been disconnected or was inactive. Finally, I was able to leave a voicemail, but I havent heard back from anyone even though according to the hours posted on their website, theyve been open for several hours already today by this point.All of this, along with some similar negative experiences Ive had when trying to reach their customer support team in the past, have left me with a very bad feeling about the kind of business theyre running. They should take action to resolve these issues immediately. I should be refunded for at least the duplicate charge, and the requested background check should be completed as soon as possible.Buyer beware these folks are extremely shady at best!

    Business Response

    Date: 10/02/2024

    We were contacted by ***** ********** spoke with our customer service agent on September 9, 2024, regarding a duplicate charge for the report run on August 28th, 2024. A refund for that duplicate was issued on September 9th for the duplicate charge.  We have voided and refunded both the initial charge for the report and the duplicate at this time.  We take quality customer service very seriously and have launched an investigation regarding the concern addressed about not getting through to a customer service agent.  

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    We have used this company for background checks for our employees and volunteers for 7+ years. Recently, you cannot speak to anyone at customer service by phone. You are required to leave a voicemail, but no one returns your call. I completed a background check on someone who notified us prior to the background check of a felony, yet the felony did not appear on their background check, which is very concerning. I called the company prior to going on vacation on 7/2/24, left a voicemail, and have received no return phone call to date. Yesterday, 7/16/24, I called again, and could not get a person. So I emailed customer support with a case number, and the emailed response I got was to call the customer support phone number for help. I called again this morning, and after a lengthy hold time, my call was again directed to voicemail. How does this make any sense? I would love to call customer service and talk to person, but you don't answer! So now apparently, you don't answer the phone, respond to voicemail, and your only email response is to call the support number. The incompetence and negligence is astonishing, truly.

  • Initial Complaint

    Date:12/22/2023

    Type:Billing Issues
    Status:
    Resolved
    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 ordered a basic background report for $21.95 for a potential candidate and erenter *** a/k/a backgroundreports.com charged my credit card twice. They have refused to address this error on their part even after calling them and sending them emails with proof from my credit card company. Based on my experience it seems that there is something funny going on and raises concerns of bad & unethical business practices on their behalf. I would warn everyone to be careful and not do any business with them.

    Business Response

    Date: 01/02/2024

    We have refunded the second charge on your account. The refund transaction ID is #6N7826135U802693L. Most banks will process your refund in 2-3 business days, but some can take up to 10 business days. Please contact us at **************************** if you have any further questions.

    Customer Answer

    Date: 01/04/2024

     
    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. Wish they would've communicated early on before I felt I had no choice but to file this BBB report.

    Sincerely,

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

  • Initial Complaint

    Date:07/27/2023

    Type:Product Issues
    Status:
    Answered
    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 signed up for erenter apartment policy under the policy number: *********. I have tried to cancel this under their web portal but i was led on a wild goose chase. Their web site cancel functionality is broken "intentionally". It works wonderfully, if i have sign up for new policy, accepting new cards, anything that takes money out of my wallet it never malfunctions. But cancellation, it fraudulently states it is unable to recognize or validate my mailing address which is nonsense and trick and burden to increase the cost and effort involved in cancelling. So that some users will continue get billed for policy they dont want because of this burden. I am asking immediate cancellation of above policy number and not only refund prorated amount but entire year of billing cycle which is from 10/18/2021-10/18/2023 because of bad experience and shady business tactic.

    Business Response

    Date: 08/07/2023

    It seems that there has some confusion related to this complaint. We are E-Renter ***. We provide tenant screening services for landlords and property managers (*************************). We do not provide insurance or deal with insurance policies in any way. However, we are aware that there is a rental insurance company called eRenterPlan (*****************************************). While the business names are similar, we are not a part of or affiliated eRenterPlan. I hope this has helped. Please contact us with any additional questions or concerns. 

E-Renter USA Ltd is NOT a BBB Accredited Business.

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