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.

  Dear Sirs, I have been unable to find your website (it is very obscure and indirect) so that I can make formal search of my personal information. It is my right to make such a request, and your organization is making this rather difficult. This is my formal request to opt out from the sharing and selling of all my personal and professional data and, 2) I am requesting my data be deleted from your files and all of your affiliates as well. I am requesting a response as to your acknowledgement and agreement to do so and again once the data has been deleted from you and your affiliates as well. Thank you for your immediate action to this matter.

  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.  

  Customer Answer

  Date: 03/04/2025

   
  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: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.

  Started the background check well before ( 6-13-24 ) but it had to be reprocessed to run a secondary check. It is now a little more than a month and this is causing for me to get discriminated against even though the report says it's still in progress. I have called the company and they answered and said that they didn't know that the report existed, and they have started the investigation with the specialized team to see what's going on. All I'm looking forward to is for the company backgroudnchecks.com to finalize the report, and fix any errors on my report, because I've run background checks multiple times and it's all clear.

  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?  

   

   

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21970562
  
  I am rejecting this response because:

  Report #*********

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

  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.

  The church account currently has an outstanding balance of $60 from October last year, which I paid online through their system/website, with my own credit card last October. After realizing it is not cleared, after several phone calls and email, they requested proof of payment, which I emailed and received in December. Up to today, after many, many more phone calls and emails, the balance is still outstanding. The waiting time and holding time on phone each time is insane. They kept asking for proof of payment, which was already submitted and received. They kept saying it takes 15 to 30 days, and now it is 3 months. They kept saying it is escalated, but it is still not done. It is super frustrating because we did pay the bill. The amount of time and energy I put to clear this error that the company made! I totally do not understand why and how it takes this long and still not resolve. It is absolutely unacceptable!!!!

  Customer Answer

  Date: 03/13/2024

  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.

  On 02/26/24 they were hired to run a pre-employment background check. Laws allow them to go back 7 years they went back 9 years and in doing so I was not hired. It is hard enough to try to correct my past mistakes in life. I don't need so called professionals making it more difficult because they are prejudice.

  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.  

  Customer Answer

  Date: 03/06/2024

   
  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: 03/13/2024

  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.

  I work for a church and I paid for several background checks (to the tune of $101.60 overall) after setting up my account. They they blocked me out of my account, told me I had to call someone. I called and left a voicemail because they never picked up. They never responded back to me. Upon telling them via email that I would have to take my business elsewhere, I got an email after the fact saying they couldn't verify me (all this after months of emails and I'm still out $101 for background checks that I couldn't access). I've emailed them regarding the charges and not getting what I paid for. And they haven't to this date, responded. The background checks were in June....

  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

  Customer Answer

  Date: 12/01/2022

   
  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:11/23/2022

  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: ************
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  In trying to login recently to our account, which we have actively used since June of 2020, we are receiving a message that states our account is currently inactive in the system along with a message to call an 866 number. We (multiple people in our organization) have tried to contact the number and never received an answer or a call back. Several times, the line has simply gone dead. In the meantime, they have also lately taken payment which we have not received background checks for. This is unacceptable. We use a background check service because we need records that we are doing our due diligence in protecting those in our care. Currently we cannot access those records either. This is a major problem and I would like it resolved immediately.

  Business Response

  Date: 11/28/2022

  Good afternoon, thank you for reaching out.  We were able to locate an account for you; however, we do not see you listed as an authorized user for that account.  At this time the account is showing an authorized user by the name of ******************* with an email address of ***************************** (which also does not match the username provided).

  *** did send a notification to the email address listed on the account (*****************************) starting on 10/7/2022, regarding an account deactivation notification.  We sent several reminders from 10/17/2022 to 10/27/2022 to login and recertify the account in order to avoid account deactivation. 

  In section 1.9 of the *** terms and conditions it does state that each individual that needs to login and order reports should have their own username and password.  At this time, it does not appear that these procedures are being followed (please see following link for the *** terms and conditions - https://www.backgroundchecks.com/terms-and-conditions).  

  In reviewing the account, we do not see any notes regarding any requests from you and we have also done a search of our phone system (as all calls are recorded) and we are not locating any calls being received from 10/1/2022 to today's date (11/28/2022).  Here are the two numbers that we ran a search under, the number within this BBB complaint (**************) and we also checked the phone number that was affiliated with the account (**************) and nothing pulls up under either number.  

  In regard to *** charging you for reports that you have not received.  *** has researched this, and we are able to confirm that no reports have been ordered since the deactivation of your account on 10/27/2022.  The last report that was ran was dated 10/5/2022 and we have confirmed an email notification was sent to *****************************; however, it appears no one ever logged in to view the report since receiving the notification the report was completed.  

  We also wanted to let you know that if ***** is no longer with the company or the email address we have listed is not correct, *** would need an email advising who the new point of contact would be and what the correct email address is.  If your company does not have a company email domain, *** would need a letter written on company letter head and emailed to us at [email protected] and we will be happy to get that updated.  We can also add users to the account (no cap), we will just need their names and email address.  Adding these users will help ensure, we are all following compliance and safety guidelines.   

  We're very sorry for the inconvenience this may have caused. Please reach out to us directly should you have any questions or if there's anything else you may need.
  

  Thank you,
  Backgroundchecks.com
  
  

   

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18394173
  
  I am rejecting this response because:

  I have called the number from ************** multiple times (at least five but I believe more)  beginning after November 3rd. I will obtain phone records to prove this, however it will require extra time and effort on my part because it is a business account. The search results referenced in the response are incorrect. I also left two voicemails; however, I cannot attest to whether they were noted in the account notes. I was never able to speak directly to an account representative because when I called I was either disconnected or sent to voicemail eventually. 

  Second, the email address associated with the account has always been ******************************** I am unsure why BGC was contacting the ***************************** email address with information pertaining to the validity of the account when this has never been the listed contact information. That isn't logical. The account listed as the login information should have been the first contact in case someone was trying to access our account without permission. That feels like a security breech. 

  Third, it appears the email address BGC decided to contact is incorrect. It seems to be missing the "u" in church. If this is the address being emailed, then emails were never received because the address was incorrect. The company should have received a "message undeliverable" notification in response from the server. Regardless, the ***************************** should have been the address contacted since it is the account owner and login information. This appears to be a systems/SOP failure on the part of BGC. 

  Fourth, because the email address being contacted was incorrect, the reports were never received. I did not state in my complaint we had commissioned reports after our account was deactivated. Commissioning reports after an account has been deactivated sounds as it it would be impossible.  I stated the last reports we ordered were not received. Again, because the email address was incorrect, the link to view them was never received and could not be accessed as a result. Even if the address was typed in incorrectly by the intended recipient, BGC should have received undeliverable notifications regarding the emails. As previously stated, the original email address should have been contacted instead. Therefore, we still have not received the product we paid for. The burden of contact is on BGC because there is no way we could be aware you were emailing an incorrect email address. This points back to a systems/SOP failure on the part of BGC. 

  ******************* is still with the company. As his wife and administrator for the church, I, *******************, act as his proxy, with his express permission. We will be happy to add users if we can regain access to our account. I will file the company email address for later use. For now, I prefer to use this medium for contact. For one last opportunity, I called the 866 number just now (5:29 pm) and was disconnected as I waited for the next customer service rep, per usual. I called back right away (5:31pm) and now the "offices are currently closed".  Our company does have an email domain but we utilize the gmail account for much of our business transactions. Please respond with a resolution we can agree on. 

  
  Sincerely,
  
  Miranda Page

  Business Response

  Date: 11/30/2022

  Hi *******,

  Thank you for the additional information.  Based on the feedback provided here are our findings.  
  
  In looking at our phone system we are still not locating this call from **************.  We will reach out to our third-party provider that handles this service and see if they can do a deeper dive on their end as ***be they were having a technical issue that we were not aware of as we do believe that you have tried calling several times.  
  

  In regard to the email address associated with the account we do see where originally the account had an email address of  ******************************* from 202 through 2021; however, it appears that the email address *** have been updated sometime in the summer of 2021 by *********************** (Children's Director at Church Alive) when she had placed a few orders for a background check.  This is one of the reasons why our Terms and Conditions would like each user to have an individual login and password.  
  
  For the third item regarding, the email address used being incorrect it appears that is accurate. Whenever ****** updated the email the "u" was inadvertently left out.  Even though the completed email notifications were not received, you did at the time still have access to view these reports prior to the deactivation of the account.  You would have had to login and go to "Manage Reports" within your account. As for the BGC receiving a "message undeliverable" notification these are all automated messages that are sent when a report completes so that undeliverable doesn't go back to a physical person. Based on our finding this does not appear to be a systems/SOP failure on BGC part. 

  We are happy to help you gain access to the account so that you can review the previously completed reports; however, we do need a request in writing to add you as an authorized user or ***** could call us at ************ and one of our agents will be happy to get the account reinstated or if you prefer an email can be sent to ********************************************.  Please just remember if the email is coming from a "gmail" domain then we would need a letter on company letter head and signed by ***********  If ****** also needs access to order background checks, we can also create a use name and password for her as well.  We just need to know the names of the authorized people we can speak with to ensure we are following all compliance and security guidelines.   
  
  We apologize for any inconvenience this *** have caused.   

• Initial Complaint

  Date:09/29/2022

  Type:Delivery 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.

  Signed up for a background check that is supposed to be instantly produced by Backgroundchecks.com turns out once we paid for services, we were told that it would take up to 3 days. We then got a following email that it was gonna take 30 days. Called the representative and they told us that nothing can be done. That we just had to wait. We are seeking a full refund.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 10, 2022/10/06) */ Hello, Thank you for reaching out. We were able to locate an account for you and see that the account has been deactivated and refund has been approved and sent for processing. We are required by law to credential every account that registers to ensure legitimacy of the business. Unfortunately, we are experiencing delays with this process and we're working on bringing the turnaround time back down. Because of this, a notification is being sent to our clients upon registration to ensure our clients are aware and work with us for options on how to proceed with their accounts. Results for reports ordered are not released until the credentialing process completes. Please note that not all products are instant, and the product ordered through your account is a direct court product that may take an average of 3 business days to complete. We see that your account was registered on 09/28 and we received your request to deactivate and to refund the fees paid on 09/29/2022. The refund request was sent to our Finance Department the same day and it's currently being processed. We're very sorry for the inconvenience this may have caused and please note that we're working on bringing the turnaround time for our credentialing process down to ensure report access is available as soon as possible for all of our clients. Please reach out to us directly should you have any questions or if there's anything else you may need. Thank you, Backgroundchecks.com

• Initial Complaint

  Date:05/24/2022

  Type:Product 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.

  My husband organized a service trip for our family and a group of friends to do volunteer work in Kentucky in July. The organization we are volunteering with requires background checks for all volunteers. **** contacted BackgroundChecks.com and told them our situation. They advised that even though we aren't a business, they would conduct the checks for us. My husband paid the fee for the background checks for all 13 volunteers. I and the other volunteers logged on and submitted our personal information to the service. I should note that each volunteer was advised and had to agree to the report being sent to **** *****, before we submitted our personal information for the search. We received notifications that the background checks were completed. BackgroundChecks.com called **** today to say that they have changed their minds - they will not send the completed background checks to him. Nor can I or any of the individuals that submitted personal information to the service view the background report for ourselves because they advised **** paid for them. BackgroundChecks.com will not refund the money. They advised that **** can apply for a refund and they will consider his request for a refund. The company knew that we were not affiliated with a company when they accepted the payment, but are now using that information to deny us access to the background reports.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 10, 2022/07/05) */ Hello, Thank you for reaching out. I was able to locate an account for **** ***** and am able to see that the account has been deactivated and all the charges refunded. Please note that we are unable to approve accounts that registered that are not legitimate businesses. Also, we will never advise anyone without a business to register and will be happy to work with you separately to see if you can provide additional details on who **** spoke with for us to investigate further. During the registration process, we specifically ask for a business name, address and phone number. All the information requested during the registration process is for a businesses and you can also find additional information through our site as well as terms and conditions. We do offer reports for personal use but those can only be ordered by the subject of the report, not anyone else on their behalf. After reviewing the account, i'm able to see that **** reached out for status on the credentialing process on 5/21 and we sent an escalation to our credentialing team for them to expedite the credentialing process of the account. On 5/24, our credentialing team notified **** and they were unable to complete credentialing due to the account not being a business and disabled the account. The same day, **** reached out to our Client Relations Department to request a refund. The refund was approved the same day and sent for processing. All transactions were refunded on 6/20 We're very sorry for the inconvenience this may have caused and please do not hesitate to reach out to us directly should you have any questions or if there's anything else you may need. Thank you, backgroundchecks.com Consumer Response /* (2000, 12, 2022/07/06) */ The company refunded the fee; we are satisfied with the outcome. Thank you, **** *****