Complaints

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

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  First Advantage Corporation

  1 Concourse Pkwy Ste 200 Atlanta, GA 30328-5346

  
• 

  Sterling

  6150 Oak Tree Boulevard Suite 490 Independence, OH 44131

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:07/17/2025

  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 job I been at for 5 years are trying to promote me and the ordered a rush background check from first advantage from the past 7 years. The background check was completed in 48 hours. My public record does not have any criminal history. First advantage reported to my employer I had a criminal case in 2022 and I started a dispute it have been 9 days and still no update from them. I am about to loose my job and my promotion.

  Business Response

  Date: 07/18/2025

  Hello, please call our consumer team at ************ and they can give you an update on the dispute.

• Initial Complaint

  Date:07/16/2025

  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 tried to apply on ******** but Sterling the company they use for background checks didnt clear me. Now I work as a Direct Support professional and Im a CNA REGISTERED. Also registered with the family care registry. I had to pass background check to work with this employer. Im certified with the state of ******** , I have no arrests, no incarceration, never been in trouble. Could someone stole my information?

  Business Response

  Date: 07/17/2025

  Hello ******,

  Could you please call our consumer team at ************ to discuss your results.

• Initial Complaint

  Date:07/07/2025

  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 am filing a formal complaint against Sterling (First Advantage) for gross mishandling of my background check, which has caused significant personal and professional disruption. I am in the final stages of securing a government job that requires cross-country relocation. Sterling originally completed and cleared my background check (Order #**********), which I received in writing and shared with the employer. Based on that report, I began preparing for the move and used my final week of PTO to do so.However, on July 5th (a Saturday during a holiday weekend), Sterling inexplicably reopened the same background check and changed its status to Pending. They claimed this was due to employment records being automatically added by their systema claim I never authorized, and one that contradicts my initial verified submission. A second, separate employment verification order (Order #**********) was also completed during this time, making the changes to the original report even more confusing and unnecessary.Despite my repeated attempts to clarify this issue via chat with Sterling agents, I was given contradictory information, blamed for the system error, and ultimately left without answers or resolution. The chat logs show Sterling acknowledging a technical error and escalating the matter but then leaving the conversation unresolved without further contact. This has left my prospective employer without access to a completed background check, and I am now at risk of losing a job offer that I already accepted.This has been an incredibly stressful and professionally damaging experience. I am requesting immediate resolution, a formal apology, and corrective action to ensure this does not happen to others in critical employment transitions.

  Business Response

  Date: 07/08/2025

  Good Morning,
  
  Thank you for taking the time to share your experience with us.  I understand your frustration and truly appreciate your patience as we conduct these additional searches.   Please note that we understand that your time is valuable, and our team is dedicated to minimizing any delays as we work diligently to obtain information from the necessary record holders, such as courthouses, educational institutions, and previous employers.
  
  For updates on your status, please visit ************************************************************************************************ as we are unable to provide further details through the BBB website.
  
  Thank you for your understanding

• Initial Complaint

  Date:06/15/2025

  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 was offered a job through ******* contract to hire ( $36.50 hr). I got notification that my education could be verified which is an absolute joke and the reason why I write that I'm a Licensed Practical Nurse. My license is held in ** and ********. As a nurse your educated , graduate and sit for a license exam. I later go to a college called ************************ . After I graduate the school was purchased by Penn ******. I was to start work on June 16 gave my full time job notice. When I found out I couldn't start because my education could be verified I went into action. On June 5th I was on a 3 way call that had my school , a *** from this company and myself. The correct info to obtain my records was provided but to date this company hadn't sent. In addition after the call I got an email asking me to send transcripts and I did . I found out on Saturday none of the documents sent were added to my case. On Thu, Jun 5, 2025 at 6:33 PM, First Advantage ************* ********************************* wrote:Hello ****, Please ***ly with your transcript and any information you would like uploaded.We strive to provide you with a "Perfect 10" experience! Please let us know if there is anything else we can help you with!Thank you for contacting First Advantage. Enjoy your day!****** S???????Support Case Number: ******** First Advantage - ************* In my career I have NEVER seen a company with such low ratings. Frankly, its absolutely alarming that each complaint has a consistent theme. Unlike others if I lose this job because Penn ****** doesn't get this request I'll consult a lawyer. It goes against every fiber in my being but I'll sue because I currently have no start date. This past Saturday I was promised by Ankit on our chat that a supervisor would call me that i not happen. In addition, when my case supposedly got escalated I was told it would be rescored by Tuesday and sent to ******* again NOTHING.

  Business Response

  Date: 06/16/2025

  Hello ****, I hope this finds you well. I do see additional information was added to your search. I will ask my team to try to rush the verification.

  Customer Answer

  Date: 06/16/2025

  MY SCHOOL SENT THIS EMAIL TO MY EMPLOYER TODAY!!!!  They have NOT received anything from First Advantage . So they took the liberty to help their alumnus.  I explained Im at risk to lose the opportunity because of this organization.

  
  *****, Terence 
  From:******************************************************
  To:*****************************************************************************************************
  Cc:*******************************
  
  Mon, Jun 16 at 11:27 AM
  
  
  Hello ******** ********,
  
  
  I'm emailing you with student **** ****** graduation verifications.
  
  
  Mrs. ****** graduated from ************************ with an Associate Degree in ************************* on 10/31/2020.
  Students start date was 12/21/2018.
  
  
  Mrs. ****** also, graduated from ************************ with a Certificate in Medical Billing & Coding on 01/23/2024.
  Student start date was 08/01/2023.
  
  
  If you have any other questions or concerns feel free to contact me at the below contact information.
  
  
  
  ******* *****
  Learner Success Advocate
  ******************************************
  Ext 6445

  Business Response

  Date: 06/17/2025

  Hello ****, We are working with the school with the updated information you sent to get the verificatoion.

  Customer Answer

  Date: 06/17/2025

  This company has 1.04 star rating and I know why....... what in the world are they verifying? I called the school and they still sent nothing.   They have this verification from the school .  What is the delay??? Seems deliberate to me because my situation is straight forward and legitimate.

   

   

  Hello ******** ********,
  
  
  I'm emailing you with student **** ****** graduation verifications.
  
  
  Mrs. ****** graduated from ************************ with an Associate Degree in ************************* on 10/31/2020.
  Students start date was 12/21/2018.
  
  
  Mrs. ****** also, graduated from ************************ with a Certificate in Medical Billing & Coding on 01/23/2024.
  Student start date was 08/01/2023.
  
  
  If you have any other questions or concerns feel free to contact me at the below contact information.
  
  
  
  ******* *****
  Learner Success Advocate
  ******************************************
  Ext 6445

   

  why the delay?????

   

  
  
  Last Name NEXXXX
  First Name LIXX
  Case Status Delayed
  Case Id *********
  Case Type Background
  Expected Time of Completion 06/10/2025
  Recommended Next Steps Please check back for an updated status in 24 hours.

  
  

  Business Response

  Date: 06/25/2025

  Hello, I see your education was verified on 6/20.

• Initial Complaint

  Date:06/12/2025

  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.

  They provided false information on my background check causing me not to get a job. They also added charges that I have never seen or heard of. When I disputed it they asked for proof which I sent the same day. It has been 2 weeks they will not give me an update only saying its processing and they are waiting on the same paperwork from the court that I already sent them. I have done other background checks with other companies and this does not show up

  Business Response

  Date: 06/13/2025

  Thank you for your message. As an organization we strive to provide the most accurate and complete background check information to both our customers and to consumers. 
  Depending on certain factors and availability of public record information, unfortunately some circumstances are out of our control such as incorrect information being provided which may have resulted in an inaccurate background screen. We take this issue seriously which is why we have a dedicated consumer advocacy team to review these results with candidates and reinvestigate as necessary. They can be reached at ************.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23460975
  
  I am rejecting this response because: it is only saying to call them which I have done several times to get the same response. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/30/2025

  Thank you for your message. As an organization we strive to provide the most accurate and complete background check information to both our customers and to consumers. 
  Depending on certain factors and availability of public record information, unfortunately some circumstances are out of our control such as incorrect information being provided which may have resulted in an inaccurate background screen. We take this issue seriously which is why we have a dedicated consumer advocacy team to review these results with candidates and reinvestigate as necessary.

• Initial Complaint

  Date:06/10/2025

  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 waiting for well over a week now on a background check, I have called and used the chat service, I can never get a clear answer as to what is taking so long, they told me they were waiting for my local county to reach back out to them, so I called them myself, the county clerk told me they hadnt heard from them, the clerk then asked me how first advantage would be contacting them, I ask the supervisor at first advantage and they stated they didnt know how they would be contacted? They have cost me one whole week of work? And are about to cost me another, Im not sure what else to do.

  Business Response

  Date: 06/10/2025

  Thank you for your message. As an organization we strive to provide timely and helpful service to both our customers and to consumers, and our goal is always to complete background checks as quickly as possible. 
  Unfortunately, some circumstances are out of our control such as court closures and court access restrictions due to state or local policies.  These factors can result in delays in some jurisdictions and impact our ability to complete the process.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23449570
  
  I am rejecting this response because: your business motto says 1-3 days. Its been well over a week, the very issue you say is stalling the process is not true, because I have looked in to it and called the clerk and they said they havent heard from you. Also I can never get a clear response from anyone, I will be satisfied when my background check is complete as you have costed me me money because I havent been able to work due to waiting on you 
  
  Sincerely,
  
  **** ***********

  Business Response

  Date: 06/30/2025

  Thank you for your message. As an organization we strive to provide timely and helpful service to both our customers and to consumers, and our goal is always to complete background checks as quickly as possible. 
  Unfortunately, some circumstances are out of our control such as court closures and court access restrictions due to state or local policies.  These factors can result in delays in some jurisdictions and impact our ability to complete the process.

• Initial Complaint

  Date:06/06/2025

  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.

  Unreasonable background check delays cause me emotional duress, financial hardship, and employment opportunities in violation of **** requirements. First Advantage has run numerous background checks on me before and these were all returned within two weeks maximum. They are currently running three checks on me and it is taking over a month, approaching two months for them to complete the cases. I have contacted the state entity and courthouses where they claim to be waiting on the records and they have no requests from First Advantage. First Advantage is lying to me and refusing to complete my background checks within a reasonable time frame as required by law.

  Business Response

  Date: 06/07/2025

  Thank you for your message. As an organization we strive to provide timely and helpful service to both our customers and to consumers, and our goal is always to complete background checks as quickly as possible. 
  Unfortunately, some circumstances are out of our control such as court closures and court access restrictions due to state or local policies.  These factors can result in delays in some jurisdictions and impact our ability to complete the process.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23434841
  
  I am rejecting this response because:

  The investigator or party responsible in First Advantage has not submitted a request for records to the county courthouse nor contacted the state entity who processes these requests. I personally contacted the courthouse and state entity responsible for background checks to inquire and they have no requests from First Advantage. These entities even offered me the records to give to First Advantage and First Advantage is refusing to take responsibility to complete their obligations to finish the background check within a reasonable time. First Advantage is refusing to explore other channels to acquire the background records and is intentionally delaying the process.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/30/2025

  Hello *******, all your orders are now completed.

• Initial Complaint

  Date:06/03/2025

  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.

  First advantage has wrong info on me causing a delay in my background check and cost me my job so I have no income now, they refuse to correct my info and blame amazon even though ****** has right info

  Business Response

  Date: 06/04/2025

  Thank you for your message.  As an organization we strive to provide the most accurate and complete background check information to both our customers and to consumers. 
  Depending on certain factors and availability of public record information, unfortunately some circumstances are out of our control such as incorrect information being provided which may have resulted in an inaccurate background screen. We take this issue seriously which is why we have a dedicated consumer advocacy team to review these results with candidates and reinvestigate as necessary. They can be reached at ************.

• Initial Complaint

  Date:05/30/2025

  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.

  Unable to get sufficient resolution regarding an adequate information listed on their background report random identifier that the court has already confirmed has no record of in their system. I provided supporting documentation showing with the correct information is and still no resolution no responses to emails just the same response every time I call in.

  Business Response

  Date: 06/02/2025

  Hello, Please call our consumer team at ************ and they can go over your background and you may dispute the findings

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23397168
  
  I am rejecting this response because:

   

  To Whom It May Concern,
  
  
  I am writing to formally express my frustration regarding the ongoing lack of resolution concerning the dispute Ive submitted. I was instructed to contact your customer service line regarding this matter; however, each time I have done so, I am met with dismissal and no new informationonly a reiteration of the same response Ive already disputed. This is both unhelpful and unacceptable.
  
  
  We are on an extremely tight timeline. I now have fewer than 20 days to secure housing, and the only thing holding up this process is the erroneous report from First Advantage. Despite multiple attempts, no one has been able to tell me where this fictitious report number originated or how I can investigate it further. I have already gone to the courthouse, provided supporting documentation, and done everything within my power to clear this issue from my end.
  
  
  I have requested a manager callback numerous timesboth in writing and over the phoneand have yet to receive one. Each time Im told someone will contact me within two business days, yet no follow-up has occurred. At this point, it is evident that contacting your 800 number has not yielded any progress, and I am therefore rejecting the proposed resolution.
  
  
  This situation is now beyond customer serviceit requires managerial attention. I am requesting an immediate escalation and a call from a supervisor who can actually address this matter and help bring it to resolution,
  

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

  Business Response

  Date: 06/11/2025

  Thank you for your message, we apologize for the delay in responding.  As an organization we strive to provide the most accurate and complete background check information to both our customers and to consumers. 
  Depending on certain factors and availability of public record information, unfortunately some circumstances are out of our control such as incorrect information being provided which may have resulted in an inaccurate background screen. We take this issue seriously which is why we have a dedicated consumer advocacy team to review these results with candidates and reinvestigate as necessary. They can be reached at ************.

• Initial Complaint

  Date:05/29/2025

  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.

  I am filing this complaint due to Sterlings failure to complete my background check in a timely manner, repeated lack of communication, and inconsistent information provided by support representatives which has directly impacted my employment and financial ************** is a detailed timeline of events:05/09/2025: I called Sterling support and waited on hold for 28 minutes with no response. I then submitted support case #******** on the same day.05/12/2025: I called and emailed support again with no follow-up or acknowledgment.05/19/2025: I finally received assistance only to gain access to my **********/22/2025: The estimated background check completion date passed, and my account still showed it as pending. No updates were made on the portal. The case was handled by ****** *.05/23/2025: I spoke to Jewel, who created case #******** to follow up with the internal team. I received no response.05/27/2025: I spoke to ******, who told me the estimated completion date was 05/29/2025, but this was never reflected on my account ************/29/2025: I spoke to ****** who could not confirm the date. Later that day, I spoke to ****, who confirmed the background check was due that day but added that I wouldn't be able to see when it was completed contradicting prior guidance and my understanding of the ********* of end of day on 05/29/2025, there is still no completed report visible on my account, and I have received no reliable communication from Sterling.Because of this delay, my employer pushed my original start date from May 22nd to June 11th. Had I already resigned from my current job based on the original date, I would have lost nearly three weeks of income due to Sterlings poor handling of my background check.I'm requesting:A full and prompt update on the status and cause of delay Written confirmation of when the background check will be completed A formal apology and explanation for the handling of my cases and poor customer experience

  Business Response

  Date: 06/02/2025

  Thank you for your message. As an organization we strive to provide timely and helpful service to both our customers and to consumers, and our goal is always to complete background checks as quickly as possible. 
  Unfortunately, some circumstances are out of our control such as court closures and court access restrictions due to state or local policies.  These factors can result in delays in some jurisdictions and impact our ability to complete the process.

  Customer Answer

  Date: 06/02/2025

  Dear BBB,
  I am rejecting this response because it fails to address the specific issues I raised. The background check is pending in ***************, *******, a jurisdiction where I have never lived. As such, the search should return no records and should not take multiple weeks to complete. The original estimated completion date was May 22, 2025, and not only has that date passed, but no revised estimate has been provided.
  Sterling (and their subcontractor First Advantage) have conducted countless checks in this jurisdiction before and should be able to provide at least an estimated timeline. Instead, I was given contradictory information by multiple representatives, and when I asked to speak to a supervisor (see attached screenshot), I received no follow-up despite being assured by a representative named ******** that I would hear back.
  This is not just a matter of delay due to holidays and case lookups. It is a failure to communicate, follow through on commitments, and provide a reasonable level of service. At this point, it has directly impacted my employment start date and financial stability.
  I am asking again for:
  A clear explanation for the delay in ***************
  A specific estimated date of completion
  Accountability for the failure to follow up as promised
  Sincerely,
  ****** ******

  Business Response

  Date: 06/11/2025

  Thank you for your message. As an organization we strive to provide timely and helpful service to both our customers and to consumers, and our goal is always to complete background checks as quickly as possible. 
  Unfortunately, some circumstances are out of our control such as court closures and court access restrictions due to state or local policies.  These factors can result in delays in some jurisdictions and impact our ability to complete the process.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23395245
  
  I am rejecting this response because:The background check still has not been completed and was pushed from June 11th to June 18th.
  
  Sincerely,
  
  ****** ******