Consumer complaint received 2023-10-03
Company: Checkr, Inc
State: MD
Product: Credit reporting or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Problem with personal statement of dispute

Complaint:
I've been driving XXXX on the side for years to make some extra money for XXXX or birthdays or whenever my family needed it. I have maintained excellent ratings. I had planned to do XXXX after getting out of the XXXX while I looked for a new career. 

Unfortunately, Checkr ran a background check on behalf of XXXX XX/XX/XXXX and said my license was expired. The state that issued it has a law that a service member 's license remains valid until 90 days after separation from the military ( I separated XX/XX/XXXX ). I sent Checkr proof of my military service as well as where they can find said law. However, even after doing their work for them they still refused to follow the law and maintained that my license was expired. Because of this report XXXX deactivated my account and said I need to take up any issues with Checkr. I appealed the decision with both XXXX and Checkr and after further refusal to acknowledge the law, I reported Checkr to the XXXX. They still stood by their claim it was invalid. Apparently, they can pick and choose which laws to follow. I'm not the only person this has happened to. They have nearly 300 complaints on the XXXX and XXXX is full of people saying Checkr has created problems with their shoddy background checks and poor customer service. I had trouble even finding a phone number to talk to a human being at Checkr. Checkr has only responded by telling me they won't do anything to fix their error. 

The day I got out of the military I got a driver 's license in my new state of residence. I informed Checkr and they said I need to contact XXXX to request a new background report since the initial report is more than 30 days old and because it is a new license. So I called XXXX. XXXX " support '' said I need to contact Checkr about the background check since they don't do them. After getting the " not me '' response from both companies I filed an appeal with XXXX that day ( XXXX XXXX ) to request a new background check with my new license information. As of today, XX/XX/XXXX, they have not responded to the new appeal. Every time I contacted XXXX " support '' they told me it would take 10 business days. It has been more than a month now with no response. XXXX " support '' continues to blow me off with excuses or even tells me they will elevate the issue, but I still get no resolution. I have asked to speak to a supervisor. Every single XXXX " support '' person refused to connect me with a supervisor, claiming the supervisor will just give me the same response. Now I am only getting the automated system telling me to essentially go pound sand. I can't even get connected with a real person. Checkr continues to tell me they won't do anything to fix my existing background check and they won't initiate a new one unless they get it from XXXX. 

I'm sick of the run around and lack of responsibility on the part of both companies. All I'm getting from XXXX is silence and all I'm getting from Checkr is idiotic policy statements and refusal to fix the problem they caused in the first place by filing a legally erroneous report. 

I have sent both companies my new license information as well as other documentation to deal with the issue but it just seems to go into a black hole. I just want my account reactivated so I can get back to work making a little extra money, but apparently that's too much to ask. This has been going on for more than two months now when it should have been a simple fix. 

I'm appalled that any company which relies on its delivery people so much would treat them so poorly and discard them so easily. I'm also astounded at Checkr 's idiotic policies and lack of responsibility when it comes to the severe negative impact their erroneous background checks can have.

Company response to consumer: Closed with explanation