Consumer complaint received 2024-09-20 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Problem with a company's investigation into an existing issue — Investigation took more than 30 days
Company: HireRight Solutions, Inc.
State: AL

Complaint narrative:
My background check was submitted XX/XX/year>. I was informed it would take the most 14 business days to complete, by the latest XX/XX/year>. My job was not suppose to start until XX/XX/year>. But then on XX/XX/year> I was informed that my background check was not completed by HireRight. I made contact asking them what was the hold up. I was informed that there was a county that they were waiting on and the system that they usually used for county searches was down. I asked why would they not relay that to their customers and those that were waiting on background checks, I was told there was not a real reason to do so. The representative told me to have my recruiter ask for an expedited background check to speed up the process. 
When I inquired about what was next I was told it would be completed by XX/XX/year> and to wait. I did so. XX/XX/year> came and went without the report being completed. I reached out again, I was told that now the deadline was moved to XX/XX/year> due to the county. I asked which county were they waiting on, the customer service representative informed me which one. I called them myself and in the 3 minute conversation I was told that background check inquires come in the form of an email and they have a max of 7 business days to respond. I let her know I never had any legal troubles out of that county she said then the email back to the company would not look like an ordinary email with case numbers, instead it would say that there was no case information found on this person. 
I called HireRight back and spoke to a representative that informed me they will not take the information from me it has to come from the county. I let him know what was said by the county, he proceeded to ask me for the email correspondence I told him since his company will not provide me with a reference number for the background check for that county I don't have the email but someone on their verification team does have the email and has had it since XXXX. After going round and round for 15 minutes e finally said that he would email the verification team and inform them of the information that I have relayed to him. He said it will take 24 hours for a case update. I let him know for my recruit to reach out multiple times to have this expedited they are taking too long. He informed me that when it comes to counties there is no expediting the information. I asked then why tell people it can happen, his answer was " because we have to ''. 
After the 24 hours I called back, I was on the phone with another representative for about 20 minutes asking to speak to a supervisor, she denied me many times because she answered my question I let her know that she indeed did not and keeps telling me the same lines continuously without actually answering the question. I finally get a supervisor who tells me there is nothing to do but wait until XX/XX/year> to see if it is complete, if it is not then another date will be set. I informed him that he is costing me a job that was perfect for my family and XXXX XXXX issues that I really needed, he said well what do you want me to do. 
I know I am not the only person that HireRight has cost a job for information that takes a phone call of not even 10 minutes. For them to have an entire verification team " working on your case '' there seems to be no progress and the only way to complete the background check is to just wait and loose the job that the person is relying on. There seems to be a set script that each representative and supervisor reads from with the same answers continuously. This company is more reactive then proactive when it comes to situations like this.

Company response to consumer: Closed with explanation