Consumer complaint received 2022-12-13
Company: CARCO Group, Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Investigation took more than 30 days

Complaint:
My background originally started on XX/XX/XXXX everything was cleared and they kept telling me that they were waiting for records from XXXX XXXX XXXX which I had an expunged case. So going into middle of XXXX I am in contact with them weekly as it continues to get pushed back my prospective employer canceled my new hire orientation and told me I couldnt start until pre-check gets the records from XXXX XXXX XXXX. 

Pre-checks continual excuse was that sacrament of court is running behind and its taking extensive time for records. So sometime in XXXX I email the XXXX XXXX and they tell me that no background company has requested your records or do we have anything pending for my records I have included a copy of the email below. 

I continue to check up with pre-check and I get the same answer but apparently they lied to me because court records were never requested when I asked the XXXX XXXX XXXX information officer in the email that you can see so on XX/XX/XXXX I go in and I request my own records and they told me it would take anywhere between 10 days and 22 days depending on how old the cases the cases from XXXX they said the older it is the longer it takes to look for it I understand it. On XX/XX/XXXX I get a call that my records are in so the employer is asking me if I have had any contact with the court to reach out to get my records which I did. 

So on XX/XX/XXXX I pay {$49.00} for certified copies of my records and also including the expungement. I asked him while I was waiting for records can you please try to re-run in XXXX XXXX again because it should be clear as its been expunged and there should be no records found pre-check refused to do that. 

So after I get the certified copies I send them to pre-check via email scanned documents they didnt tell me that my report is still in progress I took two days of lost wages and he told amount of {$770.00} paid {$10.00} in parking Drove XXXX miles round-trip twice to do pre-checks job of getting my record plus paying the {$49.00} to get the court records certified so there was no issues saying that I randomly made them up or that these are not truly from the court. This is going on almost 82 days as of XX/XX/XXXX estimate and the only thing that was holding me back was XXXX XXXX. 
I have already passed my drug screen and physical with the employer but Precheck cant do their job so I did it for them by getting the court records because they never requested them as a XXXX XXXX XXXX keeps records of when people request things or if theyre pending there was none back in XXXX or XXXX until I physically went down there and did it myself. 

Every time I will call the consumer support or Customer support hotline they told me that they were waiting on records from XXXX XXXX XXXX XXXX well that is a direct LIE to me because if the records were never requested this is caused undue hardship stress and anxiety on my part for Precheck failure to do your job. Precheck is in the same group as debt collection.But I know this takes a few days to get processed but maybe once they see this it might actually speed things up on their end. Unfortunately under the FCRA I can not sue for lost wages gas or mileage or document court costs to do their job for them. Unfortunately I can not attach the certified court documents as its too large if the CFPB needs them I can email them.

Company response to consumer: Closed with explanation