ComplaintsforCheckr, Inc.

Employment Background Check

Additional Complaint Information

Customer Complaint:

Checkr, Inc., came to BBB’s attention in December 2019. A review of the company’s complaints was done in October 2023. Complaints on file state issues with the time it takes for background checks to be completed. Consumers also state issues with information being reported.

BBB encourages consumers to read the Checkr Help Center, specifically “Why is my background check taking so long?” and “Something on my background check report is wrong, what should I do?” for further information. BBB also encourages consumers to review the Terms of Service link specifically the Disclaimer portion.

https://checkr.com/terms-of-service
https://help.checkr.com/hc/en-us/articles/360036273434-Why-is-my-background-check-taking-so-long-
https://help.checkr.com/hc/en-us/articles/360036417814-Something-on-my-background-check-report-is-wrong-What-should-I-do-

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Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 14th, Checkr submitted a report to the company I work for that contained pending traffic violations for a court date that was set for 3 days later on June 17th. I informed Checkr to wait before sending the report because the charges were dismissed. They chose not to and I was suspended from working for my employer immediately. When I provided them with proof that the charges were dismissed, they stated that they did not care and they had 30 days to take care of my dispute. It is a process that takes a few minutes, but they choose not to help me as I lose $200-$400 each day not working. This company has cost me thousands of dollars in lost earnings because they refuse to update my information to a company I work for of charges that were dismissed. It has been **************************** Well over $5,000. Called today and the rep I spoke to stated that they sent an updated report to the company I work for, and have been suspended 26 days now from working for. It was a Lie. The company I work for stated that they did not receive any information from Checkr recently. Will be contacting a lawyer in the near future to discuss suing Checkr for lost wages.
Business response
07/10/2024
Thank you for reaching out. A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.
Initial Complaint
07/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had to do a background check for a job through checkr. My background check according to their records was suspended as of July3rd. On July5th I reached out for customer service though their chat portal about what needs to be done to fix this issue. I was told that someone would email me updates about what needs to be done. I asked if I could talk with someone over the phone, I was told that they do not have a phone number to talk on the phone. I did not receive any response on Monday. I went back on checkr's website and asked though their chat about the follow up on my request made on July5th. I was told I had to upload my information, I informed that that I uploaded my information on June26th. I was informed that a specialist will reach out by email. I asked what is a specific timeline for a request and response, they didn't give me a timeline or estimate. I explained that I need some sort of timeline for my employment.
Business response
07/10/2024
Thank you for reaching out. A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.

Customer response
07/10/2024
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.

Sincerely,

***************************
Initial Complaint
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company have completed multiple background checks on me recently. Feo different companies. The last one was in june. The most recent one, I was told to expect results on the 9th of July, now they saying August 12th. This is ridiculous. They are so very slow. I don't know why companies use them.
Business response
07/10/2024
The *** is only an estimated completion date. We cannot guarantee when a report will complete. While most reports do complete in 3 to 7 business days, some can take longer depending on the counties and courts being searched.

Your background check appears to be proceeding normally; we are just still waiting for search results to be returned.

Thank you,
Initial Complaint
07/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A potential employer I applied for had me do a background check on June 17th, it is July 4th and still no response from checkr. They had an estimated date of June 30th. They have two background checks from other potential employers that were completed with exact information requested and they told me they could not use them even though they were recent. I am facing eviction because this company refuses to use the information they have obtained through the othe two report previously done. I had not applied to any other company because I had already been hired by the company and they were just waiting on the background check. They are horrendous and unorganized and putting people at risk with the amount of time spent waiting on these stupid reports.
Business response
07/10/2024
Although some reports do take longer than average to complete, we know that this can be concerning. We understand your frustration and sincerely apologize that the report has not been able to complete within the average time expectations.
We have verified that your background check is proceeding normally. Due to court delays and closures throughout the country, we are still experiencing some delays in receiving records, and unfortunately, we will not have an update on your report until these records are provided to us directly by the courts. Please note, there continue to be delays as clerks and representatives make their way through extensive backlogs and other requests.
Please also note that based on the request of the company you have applied to work with, we *** search counties where you currently live or that *** be associated with your address history, and those counties *** or *** not keep electronic records. As a ************************** there are procedures we are required to follow in order to collect information and complete background checks. As a result, we are unable to expedite our search or take additional steps to speed up the process.
We assure you that we are doing everything we can to obtain the necessary records and complete your background check. As soon as this phase of the background check is completed, your report will be finalized. The next step would then be for the company you applied with to reach out to you with their decision.
Thank you for your patience.

Customer response
07/10/2024

Complaint: 21941070

I am rejecting this response because:
ITS BEEN OVER A MONTH I HAVE HAVE 2 BACKGROUND CHECKS DONE BY CHEKR ALREADY!
WHY CANT THE INVESTIGATOR USE THE SAME BACKGROUND REPORT. THEIR REQUEST ISNT ANY DIFFERENT FRO. THE PERVIUSE ONES DONE AND NOTHING HAS CHANGED WITHIN THE ***** THE LAST BACKGROUND CHECKS WERE DONE!
WHAT INFORMATION DID THE EMPLOYER REQUEST THAT IS DIFFERENT FROM THE LAST TWO REPORTS!?
Sincerely,

*****************************
Business response
07/12/2024
I've verified that your background report is complete and ready to download from the Candidate Portal. A Summary of Your Rights Under the Fair Credit Reporting Act can be located here.

The company you applied with has access to your completed report. If you have any questions about your application or eligibility, please contact the company you applied with directly.

Customer response
07/12/2024
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.

Sincerely,

*****************************
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am a Doordasher and DoorDash uses Checkr to provide background information to them. I purchased a new car in June of 2023 and paid for new plates. I did not realize at the time that I had to either renew or terminate my old plates. My old plates expired and there was a small fee lien of around $50 against my Driver's License in *******. I was notified immediately by ******** and went the same day to the **** paid the lien and eliminated the hold on my license. I even received a letter from the *** saying my license was in the clear. It was a small and temporary error and I fixed it right away and resumed DoorDashing the following day. A year later, Checkr runs another standard check and returned the same results from the same incident. My driving record is completely clear and this is the only issue yet this time, they suspended my dashing privileges indefinitely. There is no process in place to contact customer care, or explain this to a person. I have provided the letter from the State and County several times to Checkr but there is no process in place to get resolution. Therefore I am out of work until this is fixed. Something is inaccurate and I need a resolution or at least some more information on what more I can provide to prove my driving are compliant and lawful.
Business response
07/10/2024
Thank you for reaching out. A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am still waiting for a background check so I can start working! They reported that I have a case in another start and I told them that this is not me. I loss one job and now another job I applied for is waiting on my background check after 2 weeks of waiting. I need my background report ASAP so I can start working. Please help!
Business response
07/10/2024
We apologize for the delay and inconvenience this has caused you. Unfortunately, at this time we're unable to provide an estimated time of completion for your report.

Recent changes across the ************* have limited the public availability of court record information. With more restrictions around public records, the background check process takes more time to complete, leaving our researchers unable to provide an estimated timeframe.

Thank you for your patience and understanding.
Initial Complaint
07/02/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Deny qualifications based on incorrect info and or documents from CHECKER
Business response
07/10/2024
Thank you for reaching out. A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.

Customer response
07/10/2024
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.

Sincerely,

*****************************
Initial Complaint
07/02/2024
Complaint Type:
Customer Service Issues
Status:
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.
Checkr has failed to submit a background check request to my home county and is currently impeding my ability to work. I have been out of work for 1 month because Checkr is absolutely no help, I cannot get ahold of a real person to talk to. I confirmed with the records department for my county that they have not received a background check request for my information. I am currently one month without a paycheck and am under a significant amount of stress due to Checkrs negligence. They need to offer actual customer service representatives and a help line, NOT just for those who initiate the background checks. I do not have the capabilities of contacting Checkr in a capacity that will get me answers, so now I am a sitting duck until someone decides to do their job. This is an unfair expectation to put onto a potential employee.
Business response
07/10/2024

Although some reports do take longer than average to complete, we know that this can be concerning. We understand your frustration and sincerely apologize that the report has not been able to complete within the average time expectations.
We have verified that your background check is proceeding normally. Due to court delays and closures throughout the country, we are still experiencing some delays in receiving records, and unfortunately, we will not have an update on your report until these records are provided to us directly by the courts. Please note, there continue to be delays as clerks and representatives make their way through extensive backlogs and other requests.
Please also note that based on the request of the company you have applied to work with, we *** search counties where you currently live or that *** be associated with your address history, and those counties *** or *** not keep electronic records. As a ************************** there are procedures we are required to follow in order to collect information and complete background checks. As a result, we are unable to expedite our search or take additional steps to speed up the process.
We assure you that we are doing everything we can to obtain the necessary records and complete your background check. As soon as this phase of the background check is completed, your report will be finalized. The next step would then be for the company you applied with to reach out to you with their decision.
Thank you for your patience.

Customer response
07/10/2024

Complaint: 21934843

I am rejecting this response because:
Generic response given. Very unhelpful. Company is a total sham.

Sincerely,

*****************************
Business response
07/12/2024

We want the report to be completed as quickly as possible as well - and once that's done, you'll be notified.
Thank you,
Customer response
07/12/2024

Complaint: 21934843

I am rejecting this response because:
no help or insight given. Telling me my general background check is processing normally after a month and a half is insane. I can safely say I could never recommend using Checkr. Its fine to pin the delays on the courts being closed, but at least have the real people to handle the customer service inquiries when reports are seemingly taking several weeks if not months to be completed. The ratings for Checkr serve as no surprise to me for the experience Ive had alone, and it certainly seems that I am not the only one.

Sincerely,

*****************************
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I applied to work at **** on April 22, 2024. They utilize an online background check company called Checkr. The company runs the check and gets back to most people within a few days. As of today June 30, 2024 no end is in sight. Due to this I have taken employment elsewhere but would really like to get this option up and running. If you have had to try to contact Checkr you will find it is very hard to talk to a real person. On the phone or even online. This timeline is completely unacceptable by any standard. I will continue to renew this complaint each day with an updated date until the check is completed.
Business response
07/10/2024

Although some reports do take longer than average to complete, we know that this can be concerning. We understand your frustration and sincerely apologize that the report has not been able to complete within the average time expectations.

We have verified that your background check is proceeding normally. Due to court delays and closures throughout the country, we are still experiencing some delays in receiving records, and unfortunately, we will not have an update on your report until these records are provided to us directly by the courts. Please note, there continue to be delays as clerks and representatives make their way through extensive backlogs and other requests.

Please also note that based on the request of the company you have applied to work with, we *** search counties where you currently live or that *** be associated with your address history, and those counties *** or *** not keep electronic records. As a ************************** there are procedures we are required to follow in order to collect information and complete background checks. As a result, we are unable to expedite our search or take additional steps to speed up the process.

We assure you that we are doing everything we can to obtain the necessary records and complete your background check. As soon as this phase of the background check is completed, your report will be finalized. The next step would then be for the company you applied with to reach out to you with their decision.

Thank you,

Customer response
07/11/2024

Complaint: 21924688

I am rejecting this response because: Yes most Clerks of County Courthouses do not have electronic records, it isn't your job to email them and hope you get a response. Your job is to call them, have them snail mail a copy if you have to and get the **** job done. Or here is a crazy idea tell the consumer exactly which county is a problem so they can help you. The lack of communication from your company is astounding. If I took quintuple the amount of time to do my job I would be fired. By the way I have the a copy of the court records signed and sealed. If you are so inclined I will be more then happy to forward them to you, if you would communicate what you need people would help get the information you need. You are holding people's lives in your hands. You guys deserve the 1.23 star rating that you have here. You must do better much better. If you communicate with me I will change my review. This is my personal email ************************ please have a real person email me, and I will help you complete the check.
Sincerely,

*************************
Business response
07/12/2024
A member of our support team will be in contact with you via email. Please keep an eye on your inbox.
Initial Complaint
06/29/2024
Complaint Type:
Delivery Issues
Status:
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.
I have applied to several delivery applications, but they have not accepted me because this company is the one that does the background check, which is putting in all reports a license type: passenger, with restriction: LOFS 21 OR OVER, the above is not True, my license is completely functional, only with a lens restriction, they are taking old information from my first license but it was updated on 11/06/2024, I ask that it be corrected, I attach the DPS/DMV report, password ********.
Business response
07/10/2024
Thank you for reaching out. A member of our support team will be in contact with you via email regarding the potential inaccuracies on your report that you have notified us of. Please keep an eye on your inbox.

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