ComplaintsforCheckr, Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Checkr provided inaccurate information on a background check to Door Dash, with whom I do contract work with, terminating my account with Door Dash, and refusing to update the information with the correct information. Checkr stated my driver's license was expired using extremely outdated information. When provided with the correct information, they did nothing to correct their mistake. Ref#********* They say their information is accurate and complete. This is false, Verified directly from the **** They have not made any attempt to correct their mistake. Door **** says they go off of Checkr's information.

  

  Business response

  04/16/2024

  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

  04/17/2024

  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. They have fixed their errors with my background check.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a SINGULAR background check. At first, I was disappointed that it took over a week for the background check to be complete.THEN I got a "reacurring charge for $76.67 the next month. I did not sign any papers agreeing to this recurring charge.I asked how to stop the recurring charges. They told me I CAN NOT STOP THE CHARGES I told them I do not consent to further charges on my account. I asked why I could not stop the recurring charges on my own. They said it is not available at this time. But they put in a request on my behalf. THIS IS NOT OK AND I AM PRETTY SURE ILLEGAL

  

  Business response

  04/12/2024

  Hello! 

  This wasn't a recurring charge, it was the invoice for your background check that you ordered. Checkr requires you to have a credit card on file, but you are not charged for the background check at the moment of checkout. I do see you account is now closed as well. Please let us know if you have any additional questions! 

  Thanks, 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Checkr a background check company has illegally performed my background check in states where it is not necessary with illegally obtained information I never gave to the company obtaining the report. This is an illegal use of my professional and personal information. I have written and verbally brought this issue 2 both parties. My privacy is breached through this company. I want the company to stop offering illegally obtained information as I did not give any written or verbal consent to any company utilizing checkr as the background check company . I am credentialed and my privacy is HIPAA violation and always at risk as a ****** care provider.

  

  Business response

  04/12/2024

  Thank you for reaching out to us.
  As a ************************** Checkr reports records that are requested by the company you applied with and provided by the agency or office that houses those records. Checkr does NOT assess your report, make recommendations, or determine company requirements regarding engagement.
  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

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company did a background check on me. I have a felony on my record from 10 years and 4 months ago. The law in ****** for a look back period is 7 years. I have been disqualified from this job I was offered due to this company reporting to my potential employer something from over 10 years ago. They reported something that never should have been seen by the potential employer. When I chatted with them. They tried to say that they can go back as far as the employer asks. I said no, you can only go back 7 years per ****** law. The chat rep argued with me. Ended up looping me around in questions not related so I couldn't ask any more questions. This company is a joke. They ruined my potential employment..

  

  Business response

  04/10/2024

  Thank you for reaching out to us.

  
  As a ************************** Checkr reports records that are requested by the company you applied with and provided by the agency or office that houses those records. Checkr does NOT assess your report, make recommendations, or determine company requirements regarding engagement.
  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.
  Please note that paying off fines and tickets or otherwise satisfying a court and/or state ********** of ***** Vehicle (DMV) penalty does not always result in the removal of the associated record. As long as a record is returned to us by the office that keeps that record, it will be included on your report and may be taken into consideration by the company you applied with.
  If you are attempting to dispute a decision made by the company you applied with, please reach out to the company directly.
  

  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has cost me employment for almost a year now. Since June of last year they have been running background checks on me that constantly take 2 months or more. The most recent background check that was completed started on 26 September 2023 and was finally completed on 03 April 2024. The report before that ran from 06 June 2023 to 02 August 2023. Im currently still in limbo because the background check started on *********************** progress. I have not been able to work for a certain company this entire time because of Checkr and how slow they are. I have had many background checks in the past and none have consistently taken this long. They will not tell me what the hold up is or if they need me to clarify anything. I have asked on numerous occasions what I can do to help or clarify and they will not tell me. They say its in the hands of county clerks but I have other background checks done by different companies and all come back in a reasonable amount of time, not 6 months later. They should not be selling such a critical service to peoples lives, and then refuse to help or provide clarity when asked what the delays are. I dont think Im being unreasonable here. I have been more than patient

  

  Business response

  04/10/2024

  Thank you for reaching back out.
  
  Please understand that the estimated completion date on a pending report is simply an estimate based on historical turnaround times. As a ************************** we are not able to guarantee a reports completion date as we do not have the ability to impact the record request process or timeline at any given county court. An update to the estimated completion date is not reflective of a hold being placed on a report.
  Once your reports are complete, they will be available to download from the Candidate Portal.
  Thank you for your patience!
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company habitually reports outdated misinformation every time a background check is requested. This has caused delayed employment and loss of wages. The current screening that is being conducted needs to reflect my current personal information such as my driver license number, address, phone number and zipcode.

  

  Business response

  04/10/2024

  Thank you for contacting Checkr. 
  In our review of your communication, we noticed that you have not identified any specific item(s) on your report as being inaccurate. Please respond to ** clarifying which item(s) you believe are inaccurate and why. Please be specific. If your report was created within the last 6 months, you may also submit your dispute via the Candidate Portal (***********************************************), which will allow you to select the information you believe is inaccurate.
  If we do not hear back from you within the next 7 business days (either by email or via the Candidate Portal), we will assume that your report is accurate and complete and will not be opening a reinvestigation. If you are attempting to dispute a decision made by the party you applied with regarding partnership, please reach out to them directly. Thank you again. We look forward to hearing back from you.
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've used Checkr before over the years and have never been more disappointed! You're promised a background check in the timeframe of 3-7 business days. It's been 2 weeks since my background check to the point that the company the *** is for is asking me to check what the hold up is. So when I reach out to the customer service team, on top of waiting over 45 minutes for an Agent to respond, they absolutely are NO help. Repeating the same thing over like a robot with no solution or even a reason as to why the delay is so long. I need this job to pay my bills and feed my kids. Someone should get them to at least work on their customer service system as its a complete waste of time.

  

  Business response

  04/03/2024

  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

  04/03/2024

   
  Complaint: 21521389
  
  I am rejecting this response because:
  That was an automated response and no sign of my issue being resolved. 
  Sincerely,
  
  *********************************

  

  Business response

  04/10/2024

  Thank you for reaching out to us.
  
  Checkr has received your dispute request and has completed the reinvestigation for the disputed matter. In addition to resolving the dispute, **** also explained to you why certain information may return on a consumer report. Checkr is not required to remove accurate and complete information from your consumer report.
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 12 2024, I contacted Checkr *** with a lawful court order to remove certain information from a criminal background report provided to **** and reverse statements made about this information. Checkr was provided with the signed and notarized court document on March 12.Said document is legal proof that Checkr *** must remove this information and reverse any statement previously made. Since March 12, I have not received any tangible evidence that Checkr *** has done anything to adhere to said court order. Checkr *** has also refused to even communicate with me about this matter. I understand that legally Checkr *** has 30 days from the date they were presented with the document to comply. That doesn't mean that it needs to take *************************************************************** itself that these records must be removed and statements reversed.Furthermore Checkr *** is not given the same 30 day grace ****** to cease sharing this false and damaging information with the requestor, who in this case is ****. Checkr *** is breaking the law with every minute that goes by and this false information continues to be illegally shared.I ask that Checkr *** immediately and without delay comply with this lawful court order. I also ask the Checkr *** immediately and without delay reverse the false statements made to **** about my criminal background. Checkr *** intentionally makes it impossible to contact them. There is no way to speak with a human. The only way to contact Checkr *** is through email and there is no way to know if they actually read the emails that they receive, as they refuse to respond.

  

  Business response

  03/25/2024

  Hello *****, 

  We have notified the company you applied with that you are disputing information in your report.

  
  Once the reinvestigation is completed, we will send you results by email per our privacy policy unless you withdraw your electronic consent.

  
  It is our goal to complete the reinvestigation as soon as possible, however the reinvestigation process can last for up to 30 days. You will hear from us as soon as we have completed the reinvestigation.

  Customer response

  03/25/2024

   
  Complaint: 21460047
  
  I am rejecting this response because: this in ***** responds to my complaint. I once again ask that Checkr *** immediately and without delay remove false records and reverse any statement previously made to **** concerning the matter at hand.
  
  Sincerely,
  
  *********************

  

  Business response

  03/27/2024

  We completed our reinvestigation of the disputed information. We have revised the information contained in your original report and have advised the furnisher of the disputed information and the outcome of our reinvestigation.
  A copy of your background check report is attached to this email. Updated information has been provided or made available to the company or companies who requested your report.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has repeatedly used the same wrong information in its background check of me, despite me telling them frequently throughout the last 4-5 weeks that the information is wrong. They have the wrong information, tell me they need to do a new search, I tell them once again that the info is wrong and give them the correct info, and they process a new search using the same wrong information from before. Its driving me crazy. They are interfering with my ability to earn income and have been for a month now, at least. Their customer service is powered by a chat bot that is barely able to communicate, actually it cant communicate at all. Its like a sick joke of a customer service bot that intentionally tries to sabotage any attempt find the smallest remedy for my issues. I am enraged by this companys incompetence. They should be shut down. They ruin lives not even by the background check results, its because they are completely incompetent and a sham company. These guys are the absolute worst. Its almost like Im being pranked by ****. Im not convinced that Checkr is equipped to understand, handle, process, anything, much less something as important as a background check. Ive not seen any evidence that they have a single human employee. They are operating a shameful cash grab, and they have no legitimate business purpose.

  

  Business response

  03/20/2024

  Thanks for contacting us about your background check!
  
  I've looked up your report and it's in the final stage of completing county searches. While most reports do complete in 3 to 7 business days, some can take longer depending on the counties and courts being searched.
  
  If you'd like to receive a copy of your report once it completes, please visit our Candidate Portal to request one.
  
  What happens next? We don't need anything else at this time. The party you applied with will be able to access your report once it's complete. Please keep in mind that Checkr does not make any hiring decisions. The party you applied with will make their own determination based on their own requirements and review of your report.

  In our review of your communication, we noticed that you have not identified any specific item(s) on your report as being inaccurate. Please reach out to us via the candidate portal clarifying which item(s) you believe are inaccurate and why. Please be specific. If your report was created within the last 6 months, you may also submit your dispute via the Candidate Portal (***********************************************), which will allow you to select the information you believe is inaccurate.

  
  If we do not hear back from you within the next 7 business days (either by email or via the Candidate Portal), we will assume that your report is accurate and complete and will not be opening a reinvestigation. If you are attempting to dispute a decision made by the party you applied with regarding partnership, please reach out to them directly. Thank you again. We look forward to hearing back from you.
  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for employment with Spark driver services. They had me give consent for background check. I received an email from Spark saying I was declined based on the information Checkr provided them. I contacted Spark and was told that I was declined because of three accidents that Checkr reported. I explained that the last two accidents were not my fault and I had evidence. Spark said if Checkr would approve doing a recheck then ***** would request another check. I contacted Checkr and spoke with ******. He told me that they didnt care about fault, all they do is report that there was accidents. This is incomplete information and violates the ***** Checkr performed the check and reported that I had three accidents. But they did not report that the last two accidents were not my fault. Or that the oldest accident was over two years old. Or report that I had not been involved in any accidents for at least 15 years prior. I tried to provide them with evidence including police reports and letters from State Farm (other drivers insurance) that stated the accident was not my fault. They would not do another review. I contacted Spark back and was told that they could not proceed any further without the approval from Checkr. Because of their incompetence and doing the bare minimum to get by, they have cost me and my family multiple sources (Uber, DoorDash, Spark, etc) income. I have never been rejected from employment in over 25 years due to my driving record, except for this incident that Checkr has created. I want my record cleared and documentation from Checkr stating that my accidents were not my fault.

  

  Business response

  03/20/2024

  Some *********** of ***** Vehicles report the occurrence of an accident on your ***** Vehicle Record (***) regardless of whether or not you were at fault. This note states that unless the *** includes information about who was at fault in an accident, the *** is only reporting the occurrence of an accident. No statement of fault is being made when including such information from the ********** of ***** Vehicles.
  
  If you have additional information or context you would like to provide to the company you applied with, please reach out to that company directly.

  Customer response

  03/20/2024

   
  Complaint: 21458349
  
  I am rejecting this response because: I told you and also stated in my complaint that Spark required a letter from Checkr that you would be willing to do a recheck based on the information/evidence I had to present you. You said NO, and would not proceed any further. Fix my report so that it shows the truth. That is the only option here. Then we will proceed accordingly based on your actions. 
  
  Sincerely,
  
  *************************************

  

  Business response

  03/25/2024

  Hello *****, 

  As stated previously, the occurrence of an accident on your Motor Vehicle Record (MVR) exists regardless of whether or not you were at fault or not. We cannot assist further and would advise that your reach out to Spark Driver for additional context. 

  Thank you!

  Customer response

  03/25/2024

   
  Complaint: 21458349
  
  I am rejecting this response because: Checkr is paid by companies to supply complete and accurate background information. Checkr did not provide Spark with complete and accurate information about my DMV report. Checkr requested that I provide proof. I sent them a letter including police reports and other evidence that clearly state the accidents were not my fault. Checkr chooses not to do the right thing. Also, concerns me that I, as an American citizen, am providing access to my personal information to a company that is clearly not American and does not employ English speaking employees. 
  

  this is the letter I sent to Checkr (not including attachments)>>>Thank you for your response and allowing me to present my evidence. I hope this letter will help you make the correct decision and revise your report. Not only to your files, but to Spark and a copy to me, for my records and security of future driving employment for myself. I believe you should understand this reasonable request. 
  Attached is the information I tried to provide you on 3/18/2024. It includes police reports that show the last two accidents listed in your report were clearly, NOT my fault. And that the first accident was 2 1/2 years ago, along with it being my first incident in over 15 years.
  I agree, the first accident 8/14/2021 was my fault. The anti-lock brakes on the vehicle I was driving locked up on gravel and slid. I came to a stop against the other car but left no marks. There were no injuries, no damage, and no insurance claim. I had the police make a report, in case the person I hit should find damage, they could make a claim against my insurance. They did not make a claim. 
  Since the 8/14/2021 accident, 2 1/2 years ago, I have had ZERO incidents that were my fault.
  The other two accidents (5/23/2023 and 6/06/2023) you reported, were NOT my fault. This is clearly proven by both police reports. Along with letter from other drivers insurance company.  
  Accident 5/23/2023 was caused by other motorist lost control of his vehicle and T-boned my vehicle on the driver side. This happened on Interstate 59NB in **********, *******. His ******************** covered my damage. (No claim made against my insurance)
  
  
  Accident 6/06/2023 was caused by a female motorist that did not have a tag on her car, no license, and no insurance. She backed into my vehicle in ******* parking lot. (Damage to my vehicle was minor. No claim made against my insurance)
  
  
  Attached are pictures of the police report from accident 5/23/2023, labeled Accident 5/23/2023 pages (1-8), and police report from accident 6/06/2023, labeled Accident 6/06/2023 pages (1-5).
  Both police reports clearly show that, I was NOT at fault, and unfortunately the incidents were unavoidable by myself.
  You should have shown this information in your report to Spark. I twice, requested you to submit a letter to ***** (per ******* request at Spark), for Spark to re-request another report. ****** said No. 
  If you would have investigated further into my DMV record, you would have discovered that, prior to the 2021 accident, I had not been involved in any incidents for at least 15 years. All while driving company vehicles since 1996, at distances of ******* miles (sometimes farther) per day.
  I have completed OSHA 30hr training, and given OSHA 15hr training  including driving safety to personnel in the heavy industrial and commercial refrigeration service industry. Clearly, Safety is NUMBER ONE in my daily routine.
  
  
  I hope this explains why your report to Spark is so important to me. I value the effort I have put into my safe driving record. Unsubstantiated or incomplete reports about my driving is harmful to my future career. 
  Plus, I would like to have a second income to help make a better life for my family. Your report only hinders my ability to fulfill this, not only at Spark but all driving/delivery services. 
  Thank you for your time.
  Respectfully,
  *************************************
  (205) ___-3618
  [email protected]<<<<<<<<<<<<<<<<<<<<end
  
  Sincerely,
  
  *************************************

  

  Business response

  03/27/2024

  Hello *****, 
  As stated previously, the occurrence of an accident on your Motor Vehicle Record (MVR) exists regardless of whether or not you were at fault or not. We cannot assist further and would advise that your reach out to Spark Driver for additional context. 
  Thank you!

  Customer response

  03/27/2024

   
  Complaint: 21458349
  
  I am rejecting this response because: I did reach out to Spark as per your instructions. Again, ****** at Spark requested that you take another look at my DMV records including the evidence I tried to provide you. 
  YOU (Checkr) denied your **************** request. 
  
  That means that you made a decision to defy the customer's request. Spark is not the roadblock to me being employed, Checkr is. 
  
  *************************************

  Customer response

  03/27/2024

   
  Complaint: 21458349
  
  I am rejecting this response because: I did reach out to Spark as per your instructions. Again, ****** at Spark requested that you take another look at my DMV records including the evidence I tried to provide you. 
  YOU (Checkr) denied your **************** request. 
  
  That means that you made a decision to defy the customer's request. Spark is not the roadblock to me being employed, Checkr is. 
  
  *************************************

*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. ↩