Complaints

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

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  Checkr, Inc.

  1 Montgomery St Ste 2000 San Francisco, CA 94108

  
• 

  Checkr Canada

  201 1155 Hartley Ave Coquitlam, BC V3K 7A1

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:12/09/2022

  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.

  checkr sent me an email. it said my uber report is complete. I followed the link in the email to the checkr website. They showed me a completed report of mine for instacart from last February. The uber report was not complete and shows an estimated completion of 12/16/22. I attempted to use their help pages and took many screenshots in the process but their appears to be no ********) to address and resolve. This is unacceptable on multiple levels and I'm concerned for the safety of sensitive candidate data. I would like assurances in the form of proof that they are capable of differentiating between two or more background checks as well as between two clients and consumer candidates, and capable of the security of these and others sensitive data(s). I want to give them the lowest possible score until such time.thank you.

  

  Business Response

  Date: 12/12/2022

  Thank you for reaching out. 

  Our apologies if there was any confusion. Uber typically orders reports in two stages. The email you received stating that your Uber report was complete was regarding your Motor Vehicle Report. That report was ordered by Uber on 12/8/22 and completed the same day, which is when you would have received an email. Uber then requested an Extended Background Check on 12/8/22 and that is the report that is still Pending with an estimated completion date of 12/16/22. 

  When you log into the Candidate Portal, it will show you the most recent background checks for companies within the last year, which is why your completed Instacart report was also showing there. The most recent requested Uber report is the Extended Background Check that is still Pending, which is why that is displayed as Pending in the portal. Once that report is complete, you will receive another email notification. 

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18551019
  
  I am rejecting this response because:the response is an admission of what I am taking issue with. Nowhere is it specified by them or their client(s) that this is the procedure(s) that will be followed. The procedure(s) described in their response ought to be explained as such and not in the generic, glossed over, itll take a few days post-it-note manner that it is now, which is, to say the least, misleading and facilitates a washing of the hands environment allowing both they and their client(s) to blame each other, leaving the individual prospect (applicant) essentially stuck in the middle between two false witnesses. Checkr and Uber both need to coordinate, review, reword, and rewrite their scripts concerning the checking of individuals backgrounds so as to be consistant and on the same page together for the purpose of trading this shroud of mysterious partnership for open transparency that is fully known and understood by the individual prospect (applicant). In summary, if checkr sends an email advising a person that their background check is complete, then it better be complete, all of it, completely complete, not partially complete, nobody wants a ***********************, cease with the bait and switch and generate website traffic in a legitimate manner.

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

  

  Business Response

  Date: 12/19/2022

  Thank you for your reply. 

  Our apologies for any confusion. Your extended background report for Uber is now complete and ready to download from the Candidate Portal.
  
  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.

• Initial Complaint

  Date:12/09/2022

  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.

  Unable to reach a manager. Unable to file a dispute. I Woke up this morning at 315am to find that I have been DEACTIVATED based off FALSE INFORMATION provided to UBER by YOUR COMPANY. I AM UNABLE TO FEED MY FAMILY or get Christmas gifts because of your errors please don't respond back and tell me you don't make the decisions. I am unable to reach your company to file a dispute. I you don't fix this I will contact a lawyer and request damages. Noone at your company cares. You will if I notify the media of what you do to families during the holidays who can't feed their families. I want this to go to the **** I HAVE NO CRIMINAL RECORD OR DMV ISSUE.

  

  Business Response

  Date: 12/12/2022

  Thank you for reaching out. 

  I've verified that your Uber background reports are complete with a Clear status and ready to download from the Candidate Portal. 

  Checkr does NOT assess your report, make recommendations, or determine company requirements regarding engagement. If you have any questions about your application or eligibility, please contact the company you applied with directly.

  If you believe any records on your report are inaccurate or should not be reportable, you may submit a dispute via the Candidate Portal or by reaching out to us, either directly or in reply to this correspondence.
  
  

• Initial Complaint

  Date:12/03/2022

  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.

  Chekr pulled my MVR record which shows I have a active driver license. I recently had a suspension in Feb 2022 and ended Jul. 2022. ***** sends my employee a message in these exact words "suspension failure to pay" so the employer took it as my license are suspended and removed me from their platform. I called Chekr and had to wait for 2hrs for a call back and a hour and half on hold to hear them tell me we will take a review and it will take up to 30. I went off and told them it didn't take 30 days to do my background check so why it has to take 30 days to fix a error that they made.

  

  Business Response

  Date: 12/05/2022

  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

  Date:12/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted checkr company to give my employer accurate information about my background check report. When a ******** court grants an expungement order, all the information and records pertaining to your expunged charge or violation is removed from public access. This information will be erased from your criminal record and will not appear on any standard background investigation

  

  Business Response

  Date: 12/02/2022

  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

  Date:11/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to apply with Uber. I. applied with Lyft yesterday and had to spend an hour on hold with Checkr just so they could tell me I needed to upload a physical copy of my SS card. I did that and now I'm good to go with Lyft. Now Checkr is saying there's an issue with my Uber application. Te site won't tell me what to do and the "chatbot" is totally useless. Ive been on hold with Chechr for over a hour, have submitted multiple help thickets and requested a call back with zero replies. I'm starting to think no one actually works for Checkr. It's just a glitchy, lazy server.

  

  Business Response

  Date: 11/28/2022

  Thank you for reaching out.

  For Uber reports, Checkr is not able to accept *** documentation directly from candidates to resolve the *** Trace-related issue. While we may be able to assist for other customers like Lyft, we are unable to provide the same support for Uber due to their request. **** has requested to be the first to receive documents and asked for us redirect candidates directly to them for assistance when they run into issues with a Social Security verification.
  
  Please reach out to Uber directly to resolve this issue. Uber will be able to assist you regarding the next steps. 

• Initial Complaint

  Date:11/25/2022

  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.

  This business is a background information checking business. My complaint is about their quality of service. They checked on me for another business have been working with for the past almost two years. This year 2022, I moved to a different state and within two months acquired a new drivers license. Three months after this they ran their background check on me and as an investigation company failed to even acquire a new drivers license. This failure currently suspended my business with the other business that I am working with which is costing me capital, as well as an illicit annoyance for their lack of competency. I would advise people looking or using their service to find a more on point and up to date service when doing background checks, for this company obviously cuts corners, and will not do the full job without the person they are investigating submitting documentation and doing their job for them.-Business Owner and Legacy Builder-

  

  Business Response

  Date: 11/28/2022

  Thank you for reaching out. 

  Our apologies for any confusion. Your most recent report ordered by Instacart is showing your ** license with a status of Valid. 

  Your report is ready to download from the ************************************ 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 Answer

  Date: 11/28/2022

  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

  Date:11/22/2022

  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.

  The company is falsely reporting my drivers license status to all the companies that use them and refuses to correct the wording to accurately represent my license status. As you can see from the attached photos they are reporting incorrectly. This has resulted in the suspension of my Uber account.

  

  Business Response

  Date: 11/22/2022

  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

  Date:11/21/2022

  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.

  I submitted to Checkr that my driving infractions were over 5 years old and per the *********** they have been removed from my MVR therefore giving me ZERO infractions of any type. I also have NO criminal record. Chekkr triggered Uber Eats to lock me out of my account even though I have been actively delivering food for a year. This action had caused me financial harm and has removed my source of income. I need Checkr to release the hold placed on my Uber Eats account so I'm not homeless for Christmas.

  

  Business Response

  Date: 11/22/2022

  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.

  Please be advised that we do not assess the information on your report, make recommendations, or determine a partys requirements regarding employment. If you have questions about their decision, please reach out to the company you applied with.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18448895
  
  I am rejecting this response because: I was already actively working with Roadie and Uber Eats. I had passed their background check. I was currently active when I initiated that my background check show updated information regarding an aged driving violation. I was trying to make certain that it was no longer showing on my checks. You flagged my checks as if I were in the initial stages of preemployment and you froze the access to my back ground check which triggered Roadie and Uber Eats to treat my accounts as if I was just appying, which in turn has left me unable to continue earning money for my business. It is not within your legal right to report  in a way that has caused me financial harm by being locked out of my active accounts. It is not justifiable that a person is punished or penalized
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/23/2022

  Thank you for your reply. 

  Our team has been in contact via email with additional updates to your disputes. Your Uber Eats and DoorDash reports have been revised and your DDI and Roadie disputes have been withdrawn.

  Customer Answer

  Date: 11/28/2022

  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

  Date:11/19/2022

  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.

  Checkr received a background check request from uber yesterday and then put it on suspended because apparently my social security does not match DESPITE all info being up to date seeing as i just recently used all provided info to get a drivers license last week

  

  Business Response

  Date: 11/21/2022

  Thank you for reaching out. 

  We've looked up your background report and it appears that we are unable to complete your Social Security Number (***) Trace based on the information you provided.
  
  For Uber reports, Checkr is not able to accept *** documentation directly from candidates to resolve the *** Trace-related issue. Please reach out to Uber directly to resolve this issue here: https://help.uber.com/driving-and-delivering?_csid=h-5YMSXV3z7NpCDdXVCAhg&state=XYgTQkBhObpm7QkMnrr9bdcpjylkjsCNfULhquOME8Q%3D&effect=

  Uber will be able to assist you regarding the next steps.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18441095
  
  I am rejecting this response because: it is not only uber using you for verification YOU need to fix this as its clearly on your end. If you would do your intended job then there would be no problem. And exactly how do isolve the ssn trace issue incase i have to use this godforsaken compny again
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/22/2022

  Thank you for your reply.

  For Uber reports, Checkr is not able to accept *** documentation directly from candidates to resolve the *** Trace-related issue. While we may be able to assist for other customers, we are unable to provide the same support for Uber due to their request. **** has requested to be the first to receive documents and asked for us redirect candidates directly to them for assistance when they run into issues with a Social Security verification.
  
  Please reach out to Uber directly to resolve this issue. Uber will be able to assist you regarding the next steps. 

• Initial Complaint

  Date:11/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is reporting inaccurate criminal charges on my report. I submitted documents as proof that came directly from the courts and they refused to remove.

  

  Business Response

  Date: 11/21/2022

  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.