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:03/19/2025

  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 set up an account to do background checks on my employees and paid the fee. Now when I try and log on it says my password or username is incorrect. I called the number and before I could ask a question about whats going on, I was told that someone would reach out to me within 10 business days I asked why whats going on and was told my email address wasnt verified and Im locked out of the account and cant get my money back because its non refundable but I cant utilize what I paid for either

  Business Response

  Date: 03/20/2025

  Hello Katessa,
  
  We do understand frustration.   I do see where the credentialing team sent you an update on 3/19/2025 advising why we could not complete the vetting of your account, and they also advised if you would like to continue with the process you would need to complete the onsite inspection.  

  I am sure you can understand that as a consumer reporting agency, backgroundchecks.com has several responsibilities that federal and state law impose on us related to the acquisition, transfer, and retention of public and private consumer information. We approach each of those responsibilities with respect and careful consideration, taking account of potential exposure for your company, your employees, and your prospective applicants.

  After attempting to complete our standard business credentialing process, we have determined that your registered account does not appear to meet the mandatory requirement that we verify that your account is for a legitimate business or other organization. As a result, we have closed your account. This closure ends your ability to order and view reports and to access the non-public parts of our website. If you feel our closure is in error, we can offer you the option of having an inspector visit your business location to verify that you are a legitimate business. If you would like to undergo this site inspection at your expense, please notify us.
  
  Please note that our closure or suspension of your account does not terminate the terms and conditions to which you agreed in registering your account, so your and our obligations relating to reports you ordered before we closed your account continue indefinitely after we close your account.
  
  If you have any questions regarding our credentialing process, please email a Credentialing Specialist at ******************************** If you have any questions regarding your reports, account, or billing, please contact our *************************** toll free ************ or via email at ************************************************.

  We also state in the online terms and conditions, that you accepted during the registration process that we do not process refunds unless it is a BGC issue.  The reason for this is because you placed the order and *** has already incurred the cost of paying for the products you requested as they are sent out as soon as the request is submitted into our system.  

  If you are not interested in setting up the onsite inspection, please do let me know and I will make an exception for the refund of the report; however, we cannot refund the cost of the set-up fee.  

• Initial Complaint

  Date:02/23/2025

  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.

   
  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.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/26/2025

  The reason you are unable to navigate our website to review any information about yourself is because we do not make information about people publicly available on our website.  backgroundchecks.com is a consumer reporting agency.  Our business is to report information about consumers only to those who have a permissible purpose to view that information, as governed by the federal Fair Credit Reporting Act, 15 *** 1681, et seq. ("****").  Our typical customer is an employer seeking information necessary to make hiring decisions about someone who applies for a job.  Nothing in the **** or other laws permits a consumer to opt out of having accurate information about them reported to an inquiring party, so long as the inquiring party has a permissible purpose.  The client who orders a report must make certifications about its intended use for the report and its compliance with the law.  background ********** requires its clients to obtain the consumer's signed authorization before it processes a request for consumer information.  We take seriously our obligation to report information that is accurate, complete, and up-to-date.  If you would like to view a copy of any consumer information we have about you, please contact our ****************************** at ************,ask for a file disclosure, and provide the identifying information they request.   Thank you for allowing us to assist you.  

• Initial Complaint

  Date:07/10/2024

  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.

   
  Complaint: 21970562
  
  I am rejecting this response because:

  Report #*********

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

  Business Response

  Date: 07/11/2024

  Good afternoon ****,

  I am so sorry to hear this.  Could you please provide me with the report number in question and I will be happy to look into this for you?  

   

   

  Business Response

  Date: 07/12/2024

  Hi ****,

   

  Thank you for providing the request number.  I was able to confirm your request was delayed due to a known limited access location in **********, CA for all consumer reporting agencies.  

  I was able to reach out to our vendor and request an escalation.  I was just notified the report is now completed.  

• Initial Complaint

  Date:03/12/2024

  Type:Billing 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.

  So, I can give you my full name for the complain. *******************. And this is regarding the church account for ************************ of ************, which is where I work. I have never filed any complains before. Usually I don't even like to complain. But in this case, I believe people should be warned and hope that no one will need to go through what I am going through. That is why I file the complain. 

  Business Response

  Date: 03/25/2024

  Hello *****,

  I am so sorry for the inconvenience.  I was able to confirm the team did process the refund on 3/15/2024 so you should be able to see that update at this time.  I am so very sorry for the delay on this, after further research it seems, the request was sent to the wrong billing office and that unfortunately delayed the refund process.  Again, I am very sorry for the delay and inconvenience this has caused.  

   

  Customer Answer

  Date: 03/25/2024

   
  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.  Thank you for your assistance.
  
  *******************************************

• Initial Complaint

  Date:02/27/2024

  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.

   
  Complaint: 21351038
  
  There are very specific rules and laws laid out for these issues. You should make sure you follow them to the letter because your error can and does cost someone a chance at employment and they might need that employment to provide diapers for a 1 year old baby, to pay rent to prevent eviction to prevent becoming homeless. Your error can cost someones life. I can only hope that you get a taste of how it feels
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/04/2024

  Good afternoon Mr. ***************** am so sorry to hear this.  Please note that different states do have different reporting restrictions and BGC does have to follow those restrictions for each state.  If you feel something was reported in error you can contact our ************** Team to file a dispute and they will happily reinvestigate the request.  If they find that that state reported incorrect information by law they will update the report and send a revised report to the company in which you applied that submitted the background request.  You can reach the ********* care Team at **********************************************.  Please do let us know if you have any additional questions or if we can be of further assistance.  

  Business Response

  Date: 03/13/2024

  Good afternoon Mr. *************** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Again, I am so sorry to hear this.  As mentioned we know that know that different states do have different reporting restrictions and BGC does have to follow those restrictions for each state.  

  The next step in the process if you feel something is inaccurately reported is to file a dispute.  To file a dispute, please contact our ************** Team and they will happily reinvestigate the request.  If they find that that any information was reported incorrectly by law they will update the report and send a revised report to the company in which you applied (that submitted the background request).  You can reach the ********* care Team at **********************************************.  Please do let us know if you have any additional questions or if we can be of further assistance.  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21351038
  
  I am rejecting this response because: it shouldn't have to be my responsibility to make sure your company follows the rules by me filing a dispute. Your company should have the integrity to do what's right. I am done with this I already lose the job it has been filled. I need to put all my energy into providing for my new born son 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/20/2024

  Good afternoon *****,

  The federal FCRA permitting convictions to be reported indefinitely and that although some states have laws shortening that reporting time, your state is not one of them.  

• Initial Complaint

  Date:11/28/2022

  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.

   
  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.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/30/2022

  Good afternoon, *******

  Thank you for the below feedback.  We met and spoke with the credentialing team, they confirmed that they were short staffed at the time.  Please know we are not using this as an excuse and we do understand that this is not a great experience for any client/customer, and we are very sorry for that.  

  The credentialing team also confirmed there were a few missteps on the handling of this account and due to that we are retraining the individual that handled the request in addition to the entire team to ensure this doesn't occur in the future. 

  Due to these missteps, we are going to provide a full refund of all eight report which totals $101.60.  Please note it could take up to 15 business day before you see this refund.  If you do not see the refund by the 15th business day, please do give us a call at ************ and one of our team members can request to have it expedited.  

  We are also working on re-credentialing the account to ensure you have access to ordering as well as the ability to review the completed reports.  

  We are so sorry for the frustration and inconvenience you have experienced. 
  
  Regards, 
  Backgroundchecks.com

• Initial Complaint

  Date:11/23/2022

  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.

  On 10/16, I ordered a background check for a household employee. She promptly signed up and completed her part. I then got another invoice on 10/20, which I paid. I didn't hear anything from BackgroundChecks.com until 11/11 when I received an automated email telling me they closed my account! They said they needed more documents to verify that I am an employer, but did not provide a list of what those documents were. I have replied to the email they sent (as it said to do) multiple times, and have called the listed phone number multiple times. When you call the number it gives the option to request a call back - which I have done multiple times and have not once received a call back. I've also sat on hold waiting for someone to pick up and receive a robotic automatic message saying the hold time is "****". It repeats that message until it hangs up on you.At this point, it seems like this is NOT a legitimate business which is concerning since my employee and I provided personally identifiable information. If this is indeed a legitimate business, I need them to return my emails/phone calls immediately. In the meantime, I'll be filing a complaint with my credit card to get my money back.

  Business Response

  Date: 11/28/2022

  Good afternoon and thank you for the above information.  

  We were able to locate the account in question and confirmed that you registered for BGC account access on 10/15/2022.  It also appears the report request was also ordered on 10/15/2022 versus 10/16/2022.  

  Our credentialing process started on 11/11/2022 and the account was disabled the same day because your account did not meet the mandatory requirements as our credentialing team was unable to determine that you are a business, and they closed your account.

  We see you requested a credentialing escalation on 11/23/2022 and the credentialing team was able to reactivate your account and your user name the same day.  Also, on 11/23/2022 our credentialing department sent an email requesting business documentation to which you provided an SS-4 form and your EIN number.   We also then replied back on 11/23/2022 asking for additional documentation (we only needed two of the following) and have yet to receive the required documents (please find copies of those emails pasted below as well for your convenience):
  
  Bank statement from within the past 90 days (it is OK to redact account numbers, balances, and transaction)
  Phone or utility statement from within the past 90 days (it is OK to redact account numbers)
  Proof of insurance with an expiration date in the future or within the last 30 days

  In regard to the phone number being called, it does appear that was going to our BGC Credentialing team and we will be sure to make them aware of the issues regarding no one answering the line and the robotic automatic message saying the hold time is "2428".  At this time based on the last email response from 11/23/2022 it does appear you were able to get in contact with someone from credentialing and your access/account has been reinstated.   

  Please feel free to reach out should you have any questions or if there's anything else you may need.
  
  Thank you,
  
  backgroundchecks.com

  Copies of emails BGC sent:
  
  From: Credential
  Sent: Friday, November 11, 2022 10:55 AM
  To: ********************** <********************>
  Subject: *************************
  
  Dear Valued Client,
  
  As a consumer reporting agency, backgroundchecks.com has several responsibilities that federal and state law impose on us related to the acquisition, transfer, and retention of public and private consumer information. We approach each of those responsibilities with respect and careful consideration, taking account of potential exposure for your company, your employees, and your prospective applicants.
  
  After attempting to complete our standard business credentialing process, we have determined that your registered account does not meet the mandatory requirements as we cannot determine that you are a business; as such, we have closed your account. This closure ends your ability to order and view reports and to access the non-public parts of our website. If this is in error and you are in fact a business, please notify us immediately as documentation will be required. We will complete (and charge you for) any orders for services that you have already placed with us, charge you for any pre-paid plans through the date on which they would have been cancelled if you cancelled them on the date we closed your account.
  
  Please note that our closure or suspension of your account does not terminate the terms and conditions to which you agreed in registering your account, so your and our obligations relating to reports you ordered before we closed your account continue indefinitely after we close your account.
  
  If you have any questions regarding our credentialing process, please email a Credentialing Specialist at [email protected]. If you have any questions regarding your reports, account, or billing, please contact our Client ******************** toll free ************ or via email at [email protected].
  
  Thanks,
  
  Credentialing Specialist
  [email protected] | backgroundchecks.com
  Client Relations: ************
  Credentialing: ************
  Credentialing Fax: ************
  
  From: Credential <[email protected]>
  Sent: Wednesday, November 23, 2022 10:10 AM
  To: ***** <********************>; Credential <[email protected]>
  Subject: RE: *************************- Client Business ID# ********
  
  Good morning *****,
  
  Thank you for reaching out. You would need to provide documentation that lists the company name: ************************* and the address you registered your account with: ***** ***************** *******, **. 77377-2695.
  
  We require documentation which confirms that you have legal right to run a business. We will only be able to accept an IRS form which was issued to you; we cannot accept one which you are to submit to the IRS.
  
  Provide at least one of the following:
  A copy of an Official Federal Tax Document with your tax payers identification number listed (SS-4 for example)
  A copy of your Business License or Articles of Incorporation
  If you are a ************************ you may provide a Tax Exempt Certificate in lieu of one of the above documents.
  
  Submit documentation for review by responding to this email with forms as an attachment or by faxing it to ************. We will review and inform you if the documentation is sufficient. We unfortunately will not be able to accept links or website screenshots for this credentialing process as confirmation for legitimacy of organization. Please be advised that if you do not have the requested documentation, you can register a personal account, (not a business account such as this one) to run background reports on potential nannies.
  
  If you have any questions regarding the credentialing process, please email a Credentialing Specialist at [email protected]. If you have any questions regarding your reports, account, or billing, please contact our Client ******************** toll free ************ or via email at [email protected].
  
  
  Thanks,
  
  Credentialing Specialist
  [email protected] | backgroundchecks.com
  Client Relations: ************
  Credentialing: ************
  Credentialing Fax: ************
  

  From: Credential
  Sent: Wednesday, November 23, 2022 11:21 AM
  To: '*****' <********************>; Credential <[email protected]>
  Subject: RE: *************************- Client Business ID# ********
  
  Hello *****,
  
  Thank you for speaking with me today and welcome to backgroundchecks.com!
  
  As a ************************** backgroundchecks.com is responsible for properly vetting new customers in order to fulfill Federal and State legislated responsibilities.
  
  There are additional documents we will need you to provide us to continue with the credentialing of your account.
  
  Please provide TWO of the following. Please be advised that the company name and address you registered your account with MUST be listed on the documentation.
  
  Bank statement from within the past 90 days (it is OK to redact account numbers, balances, and transaction)
  Phone or utility statement from within the past 90 days (it is OK to redact account numbers)
  Proof of insurance with an expiration date in the future or within the last 30 days
  
  Submit documentation for review by responding to this email with forms as an attachment or by faxing it to ************. We will review and inform you if the documentation is sufficient. We unfortunately will not be able to accept links or website screenshots for this credentialing process as confirmation for legitimacy of organization.
  
  If you have any questions regarding the credentialing process, please email a Credentialing Specialist at [email protected]. If you have any questions regarding your reports, account, or billing, please contact our Client ******************** toll free ************ or via email at [email protected].
  
  
  Thanks,
  
  Credentialing Specialist
  [email protected] | backgroundchecks.com
  Client Relations: ************
  Credentialing: ************
  Credentialing Fax: ************