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:11/22/2023

  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 was offered a job contingent on a background. I have lived in ********** in 3 counties my entire life. The only thing on my record is 1 speeding ticket. It is going on 3 weeks and Accurate background is hindering my employment. Now I may not even have a job waiting because it was seasonal with a possibility to stay on. Their inability inability to do their job is costing me loss of wages and potentially even the entire job opportunity. I have been told not once but twice it had been completed then told I was told I was mistakenly given inaccurate information by their customer service call centers which is the only way to reach this company.

  Business Response

  Date: 12/05/2023

  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 Yolo, ******, and Lake, CA.These counties experience lengthy delays due to requiring manual court clerk assistance.   Additionally, the client was made aware of these challenges.  This report was completed on 11/27/2023, 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:11/07/2023

  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.

  Accurate background is doing a background check so I can work at Target in ********* **********,I need to start orientation so I can work so I can buy Christmas presents They told me that the process was complete I called Target and they said it wasn't complete so they lied I need the job finished so I can go to work for Target thank you

  Business Response

  Date: 11/15/2023

  We have read and understand  ** *****'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, additional review to ensure accuracy was required.   Additionally,the client was made aware of these delays. This background check was completed 11/13/2023, 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:11/07/2023

  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.

  My complaint mirrors the many others for this background check company. I've been waiting since 10/25/23 for this background check to be completed and the company has advised the contractor using them (that is hiring me) that it will be 11/25/23!? It's 11/7/23, which quite frankly has been plenty of time to complete this background check. The client is likely to rescind my offer as there is absolutely no way I can get them to wait a MONTH to get me started- my start date WAS tomorrow, 11/8/23 but now, I am likely to lose the position because my contractor hired this terrible company to do a background check. I've had several of these run over recent years from all different companies and they NEVER took this long- this is absolutely ridiculous and this company and costing people jobs. No company is going to wait weeks- if not months, for a background check- they are just going to move on. Accurate needs to get this done and now so that I can go back to work, I've been out of work for over 4 months and I simply cannot afford to wait an other month for you to "wait on a court to reply to you" and the fact that you "can't expedite" is also flat out ridiculous.

  Business Response

  Date: 11/15/2023

  We have read and understand  ** *****'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 ************, **, which required additional manual assistance from a clerk adding a delay in completing the background check.   Additionally, the client was made aware of these challenges.  This background check was completed 11/08/2023, 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:11/06/2023

  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 completed all the necessary actions such as signing the documents, submitting the background check forms, submitting the employment and education documentation form, completing drug testing on October 24th.However, I have had some issues with the background check company, Accurate, and their processing time. I noticed that they have not started my criminal background investigation until November 1st. I even went to the Fairfax County Central ************** to get my own criminal background record and have it notarized on October 31st and uploaded that to the Accurate portal. As you can see from the notarized copy which is attached, I have never been involved with any court cases which seems to be a boring life. I don't think it should take this long.Also, I took the drug test two weeks ago and no result is received yet. I don't drink, smoke, I don't even take vitamins so this is also very frustrating. I never thought the background check was going to take this long, which has been almost two weeks now.What I am worried about is that this background check delay would trigger any pushback on my start date. It would have definitely delay the process if ** did not submit the pd_Form_23 from the Fairfax County earlier, because that's when they actually started their part of investigation. They were just sitting back.Also, I noticed that Accurate's background check for the criminal or any court related investigation is in *****. How are they going to meet the deadline or contact them via phone? The delay may be caused from them only communicating via email.I have never spent more than 4 business days of background checks even for other government contracting companies. That was also because the office manager who was the only person doing the employment verification was out of town.Their ETA is definitely useless because they tend to change. The only thing you are going to hear is the fake apology with no progress or even willing to help.

  Business Response

  Date: 11/15/2023

  We have read and understand  ** *****'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 ******* **, which required additional manual assistance from a clerk adding a delay in completing the background check.  Additionally, the client was made aware of these challenges.  This background check was completed 11/09/2023,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:10/23/2023

  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 file a formal complaint against Accurate Background for their failure to work on my behalf to obtain the necessary information regarding a background check within the appropriate time frame. I submitted my application for my background check to Accurate on September 30, 2023, and the background check has still not been completed. As a result, my start date with my future employer has been in limbo and I am unable to do orientation, which is contributing to a loss of funds for my family and me. I have called twice and offered to provide additional paperwork with the court contact information but they refuse to accept any additional information from me nor will they tell why my background is pending; other background agencies will at least provide a list of where your background check is at and which courts they are waiting on but Accurate Background will not give me any reasons for these delays, only vague excuses. Ive had other background agencies (Checkr, HireRight, Sterling) pull multiple checks on my record and it has never taken longer than 5-7 business days but now Im going on almost a month with Accurate; 23 days is unacceptable to not even be provided a status. I work in HR and know that there must be something else going on with this agency because this is not normal. There is nothing on their candidate portal website to show a status and when calling, they are unhelpful. I am requesting that the BBB investigate this matter and help assist me with getting my background check processed in a timely matter. I also would like to know what legal actions I may be able to pursue if my future employer rescinds my job offer due to Accurate Backgrounds negligence.

  Business Response

  Date: 11/01/2023

  We have read and understand  ** *****'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 ********, **, which required additional manual assistance from a clerk adding a delay in completing the background check.  Additionally, the client was made aware of these challenges.  This background check was completed 10/26/2023, 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: 11/01/2023

  
  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:10/05/2023

  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 a background check through Accurate on 9/29/2023 and the background check has not been completed for over a month. I moved across the state for my new job and the failure to complete my background check in a timely manner has delayed the start of my new job and has left me without an income to pay for rent and other bills. I have called Accurate almost daily to urge them to get my background check completed ASAP. They tell me that they have put in an expedite request numerous times, but it has not gotten anywhere. I was made aware that the holdup with the background check was at the ******* courthouse. I visited the ******* courthouse twice to urge them to complete my background check. After my first visit to the courthouse, they told me that they did not have a request from Accurate to do a background check on me. The courthouse give me their correct contact information and I passed that information along to Accurate to ensure this would get taken care of. Another week went by without my background check and I made my second visit to the courthouse and they still told me that they did not have anything from Accurate to do my background check. When I talk to Accurate, nobody I ever talk to knows how they get the information from the courthouses to complete background checks. They tell me they can't call their research team and can only communicate via email. I question if Accurate ever even put in any expedite requests or passed along the ******* courthouse contact information to the research team. I request the BBB to (1) Ensure by whatever means necessary that my background check is completed ASAP and (2) If there are any legal actions I can pursue due to the negligence of Accurate resulting in my loss of income.

  Business Response

  Date: 10/10/2023

  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 *******, **, 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.  We are expediting wherever 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: 10/11/2023

  I do not accept this response. I have lost over $5,000 of potential wages due to the negligence and failure to complete this background check in a timely manner, which has put me in a financial crisis. It has been 6 weeks and still no progress. I have visited and spoken with the Deputy County Clerk at ******* Courthouse multiple times. They have given me their direct contact information to pass along to Accurate Background to get my background check done ASAP. The ******* Courthouse told me that it should not be taking this long and they would be willing to complete the background check ASAP once they heard from Accurate. I have given Accurate the direct contact information to reach the Deputy County Clerk multiple times and they have still failed to reach out to complete the background check. One of Accurate's representatives even laughed at me over the phone when explain my situation and urging them to action to complete my background check. I have never experienced such negligence and un-professionalism from a company before. I urge Accurate to get my background check completed ASAP by any means necessary.

• Initial Complaint

  Date:09/23/2023

  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.

  Im filing a complaint because this company was used by my future employer. They were conducting my background check and have yet to complete it. It has been a month and my background check is still pending. They will not give me any additional information. My start date was pushed back because of this company dragging their feet. They keep putting the blame on a third party but refuses to give me the third party information. I am losing money because of this. I was supposed to start September 13 and it is almost October now! I have bills to pay and unfortunately will be getting behind thanks to this company and whatever third party they are working with. They need to finish my background check asap so I can start working on the 27th of September! Which is the date my training was pushed back to.

  Business Response

  Date: 09/29/2023

  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 ****, **, this county is experiencing extremely lengthy delays due to a clerk controlled search.  Additionally, the client is aware of these challenges.  This background check was completed 09/26/2023.  We appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  

• Initial Complaint

  Date:09/14/2023

  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've been waiting for my background for almost a month now I called them into update my last name which was My employee requested a background check for me on August 22nd 2023 and I haven't heard nothing back ever since then I kept calling and calling and they only tell me it's still processing and they will send me a copy of the background check when they get finished with it but this is ridiculous though I never had a background check that took this long so I want to know what's really going on

  Business Response

  Date: 09/28/2023

  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 ****, **, this county is experiencing extremely lengthy delays due to a clerk controlled search.  Additionally, the client is aware of these challenges.  We are doing whatever possible to expedite completing the background check.  We appreciate the frustration experienced while waiting for the report to complete and apologize for any inconvenience.  

• Initial Complaint

  Date:09/12/2023

  Type:Order 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 file a formal complaint against Accurate Background for their failure to work on my behalf to obtain the necessary information within the appropriate time frame. I submitted my application on August 25th, 2023 and the background check has not been completed for more than 15 days. As a result, my offer of employment has been rescinded. On Tuesday, September 5th, I called to inquire and was assured my background check would be "expedited", however that was a lie, as a week later (Tues, Sept 12th) it is still in the same step of the process. Accurate Background will not give me any definitive reasons for these delays, only vague excuses and promises to expedite which are unfulfilled. This has caused me to my start date at the new job being delayed and potentially now cancelled all together. This has resulted in a loss of income and opportunity for my family and I. I have provided the company with all the necessary information and documents required for the background check, but they have failed to fulfill their obligations. I have had multiple background checks successfully completed with Checkr in a much more timely manner, so I fail to see how the blame lies with anyone but Accurate Background employees. They keep trying to blame Luzerne County staff for delays, however again I reiterate other companies have had no problems pulling my information from Luzerne county, as recently as March 2023. To resolve this issue, I need two things.1. I would like the BBB to assist me with getting my background check processed in a timely matter. 2. Information on what legal actions if any I can pursue if the negligence of Accurate Backgrounds results in the loss of my employment opportunity.

  Business Response

  Date: 09/19/2023

  We appreciate  ** *****'s concerns related to the turnaround time of their background . 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 *******,**, we strive to be as up to date and accurate when completing consumer reports, which may occasionally result in delays in obtaining information from the clerk. In situations like these we are at the mercy of the clerks. This report was completed 09/12/2023.  We do appreciate the frustration when waiting for a background check to complete.  We apologize for any inconvenience this may have caused. Please let us know if there is anything further, we can do to assist.     

  Customer Answer

  Date: 09/19/2023

  
  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:08/24/2023

  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.

  It has been two weeks and my background check is still not completed. Accurate is not telling me anything. They are not doing their part. I was supposed to start this job last week. It has never been this long before.

  Business Response

  Date: 09/01/2023

  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 *******, **, this county is experiencing extremely lengthy delays due to a clerk-controlled search.  Additionally, the client is aware of these challenges.  This background check was completed 08/28/2023. We appreciate the frustration experienced while waiting for the report to be completed and apologize for any inconvenience.  

  Customer Answer

  Date: 09/01/2023

  
  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,
  
  *********************************