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:02/03/2024

  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 put a charge on my background check which was dismissed.It was an assault in 2019.Which caused me not to get employed.They keep given me excuses.

  Business Response

  Date: 02/08/2024

  Thank you for bringing ** *****'s concerns related to the contents 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). A dispute was opened, and re-investigated.  Results of this have been set to this individual.  If there are any additional concerns, or any way we can further assist please reach out to Accurate directly.   

• Initial Complaint

  Date:01/29/2024

  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 employer chose accurate to do a background check Ive been waiting for a long time and keep getting the run around first it was said complete then not

  Business Response

  Date: 02/09/2024

  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 *********, due to recent legislative changes, this county is experiencing extremely lengthy delays due to a restriction of access to records.   Additionally, the client is aware of these challenges.   This background check has been completed on 02/02/2024.  We appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience. Please let us know how we can be of further assistance. 

• Initial Complaint

  Date:01/22/2024

  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.

  I am in the onboarding process for a job that would like for me to start on February 12, ****. I submitted my background check to Accurate on on January 16, ****. The estimated time on the Accurate website is 1-3 business days. ************** at my potential employer said it should only take 3-5 business days. I submitted a chat request a few days after submitting inquiring about the status and the online chat person said to give it a few more days. I submitted a chat request today (1/22/24) and the online person said the estimated day for it to be finished is February 16, ****. It is a 7 year background check. I've lived in 1 county. I don't understand why my potential employment would be jeopardized by this lengthy procedure.

  Business Response

  Date: 01/29/2024

  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.  At this time, we have been unable to locate a report for ** *****.  Kindly reach out to Accurate directly, or provide an order number so that we may determine how best to expedite and assist.  

  Customer Answer

  Date: 01/29/2024

  My reference number for my background check is #: *********, and my email registered with the company is **********************.  Please locate my account and expedite my background check.
  
  
  
  
  
  

  Business Response

  Date: 01/30/2024

  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). Thank you for providing this information as we were able to properly locate your pending background check.  ** *****'s potential employer requested Accurate to perform a background check including a criminal search in **************, which is a manual search and has extremely lengthy turnaround time.  We are doing everything we can to expedite where possible, however there will be delay in completing it as we are at the mercy of the clerks.  We absolutely appreciate the frustration experienced when waiting for a background check to complete.  Please let us know how we can further assist. 

  Customer Answer

  Date: 01/31/2024

  
  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:12/31/2023

  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 am writing to express my dissatisfaction with the services provided by Accurate Background in conducting a pre-employment background check. I am deeply frustrated because Accurate Background is failed to complete the work within a reasonable time frame, and they cannot provide me the additional information (e.g. which court is currently holding my case) about the current progress of my case while other background checks companies would be able to do so. The progress bar of the candidate's portal and the estimated delivered time have very limited relationship with the real progress and the real delivered time. Their customer support including the online live chat and phone call is also unhelpful. As for my case, I initiated my background checks on 12/08/2023, I've heard nothing back but some unhelpful answers like "your background check is being processed" or "Everything is completed on your end" or "As soon as we receive the information that is needed, your background check will be completed" from them till today. It's 22 days (16 business days) and there's no way that's an acceptable time for getting nothing back! It's even more unacceptable given that I did an internship at this future employer and I've done a background check once with Accurate Background a few months ago and it still takes so long. I've contacted their customer support for multiple times and I keep getting duplicate and vague answers. Different agent could provide me totally different ETA... I don't know what is happening and have no idea if they and the third party institutions they are working with are processing my case in a responsible way. As my start date is getting closer, neither I nor my future employer could know if I can join the company at my start date. It could lead to substantial financial loss if I cannot join at my start date. I would strongly suggest Better Business Bureau to investigate Accurate Background for their extremely inefficient work.

• Initial Complaint

  Date:12/08/2023

  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 have a background check started with order number ******** and ********. For either of these orders this company has failed to contact Mecosta county court to conduct a background check, they have had 8 days to send the request and have not. Due to them not sending the request my start date keeps on getting repeatedly delayed making me have a loss of potential income.

  Business Response

  Date: 12/22/2023

  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 including a criminal search in *******, **, the report itself was completed, however is currently under re-investigation.  Someone from Accurate will be in direct contact with ** ****** moving forward in relation to their background check.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:12/07/2023

  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 submitted my background check on 11/23/2023 and the time in my portal just keeps going up although I was told on the 29th that it would be ready in about 5 days. I need this internship as Ive been told it should lead to a job. I start in January and its saying it will take around ***** days to complete but they also dont need additional information. So what am I supposed to do? Why not provide details on the background check stage for a more accurate timeline? This is ridiculous.

  Business Response

  Date: 12/18/2023

  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 Reno, ** this court has extensive delays due to extreme limited access to records requiring manual research.  Additionally, the client was made aware of these challenges.  We are doing everything we can to expedite,however due to the limitations set forth by the court, lengthy delays are possible, 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:11/30/2023

  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.

  15 days ago company was used for a background check. They have contacted to ask me for my drivers license information 3 times and are now asking them to send my drivers record to them. Unable to do their job and making me wait longer then needed.

  Business Response

  Date: 12/12/2023

  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 Motor Vehicle Check, additional information is required, which varies from jurisdiction to jurisdiction in order to complete these orders.  Delays tend to occur when requested information is not provided in a timely manner, this report was completed on 11/30/2023. Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/27/2023

  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 13, 2023, Accurate Background initiated my background check for a new job. After two weeks of status updates showing '40 minutes of work' completed each day, I contacted their customer service line as my start date was only two days away. During that call, they informed me that they have no way of knowing when a check will be completed and that only people who 'didn't get their way or have something to hide complain about us.' They also informed me of the only state they were awaiting information from. I promptly contacted the records department for said state and asked if they had an update. Upon stating the name of the company - Accurate Background - the representative stated that Accurate refuses to utilize their portal and insists on contacting each county individually. The state in question has a very small population and their county offices rarely have more than 1-2 people working in them. Additionally, their county personnel often close their offices/leave for the day around 2:30 p.m. These offices are not equipped for this process, which is why the state has a centralized criminal records office. Despite this, Accurate insists on processing the check in a highly inefficient manner that results in extended delays.I do not have a criminal background and I am now at risk of losing this job offer because Accurate refuses to follow a state's clearly defined process.

  Business Response

  Date: 12/11/2023

  Thank you for brining ** *****'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 Hillsborough, and Cheshire,**.  We are aware that there are various sources of information, however accuracy and completeness are our top priority when it comes to completing background check reports.  ************* is a very manual process, thus allowing us to attempt to assure maximum possible accuracy, and many candidates experience delays,additionally, the client is aware of these delays.  We are investigating this individuals assertions related to comments made by our customer service team, we take this information very seriously, as this is not an experience, we wish our candidates to have while waiting for their background check to complete.  This report was completed on 12/06/2023.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/27/2023

  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.

  Been waiting since November 8 ***** after signing and submitted for background check for my job. Unfortunately, I still have not received a background check back from this accurate background check. I have called them several times it has been almost a month and I still have not got my background check back this is causing hardship to my life. Im afraid that the candidate might move on. Their policy states that it should take no longer than seven days. This company has no explanation for the holdup.. this company is also located out of ***** each time I call I speak with someone with a strong accent and cant tell me anything about my background check or the status. Very frustrated at this point please help.

  Business Response

  Date: 11/30/2023

  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 ************, this court required manual research from court clerks.   Additionally, the client was made aware of this delay.  This report was completed on 11/28/2023.  We appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience.  Please let us know how we can be of further assistance.

• Initial Complaint

  Date:11/25/2023

  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 submitted everything required for my pre-employment background check and was advised by accurate that my background check would be completed by 11/22/2023, when I called them today they told me my background check was still processing and had no eta now. I dont have a criminal history and am at risk of not being able to start my job because of the delays. This is ridiculous.

  Business Response

  Date: 12/07/2023

  Thank you for brining  ** *****'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 court has extreme delays due to limited access to records, and manual research from court clerks.   Additionally, the client was made aware of these challenges.  We are doing everything we can to expedite, however due to the limitations set forth by the court, lengthy delays are possible, 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: 12/07/2023

  I have never lived in **********. I have never even been to ********** 

  Business Response

  Date: 12/14/2023

  We have read  ** *****'s additional 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, as every background check is different, and every clients needs are different, we run inquiries based on client package, and requirements.  This report was completed on 12/08/2023.   Please let us know how we can be of further assistance.