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:02/04/2024

  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.

  I originally contacted this company to sign up as our payroll. Unfortunately, it was focussed on mainly ************* companies and not ******** companies and we were very confused by the implantation. So I contacted them to let them know that I was no longer going to use this company as a business and theysent me an email confirming that I was no longer with them. Since June they have been taking $234.60 out of my bank account every month Ive contacted them on numerous occasions, confirming my cancellation of their services they have to respond or send me further details on my cancellation

  

  Business Response

  Date: 02/05/2024

  After receiving the review, the customers account manager contacted them and verified that their account was canceled. There was an internal error that caused the account to not cancel correctly, but it has been resolved now. The account manager also confirmed that a refund of CA$1604 for charges incurred since June 23rd has been processed and credited back to the customers bank account.

• Initial Complaint

  Date:02/01/2024

  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.

  I would like Rippling to immediately deposit my HSA funds to my HSA account.My employer switched from WEX to Rippling for HSA administration at the end of December 2023. Approximately $2000 was in my HSA account at that time. WEX confirmed they transferred my HSA funds on December 28th, but the funds are still not in my Rippling HSA account. I was told two weeks ago to wait until the end of January. Today I was told to wait two more weeks. It shouldn't take six days to handle a file load, let alone six weeks. I'd like my funds deposited into my HSA account immediately. I have medical bills to pay.

  

  Business Response

  Date: 02/07/2024

  Upon review of this complaint our team confirmed that the employee is transferring funds from their previous HSA provider to Rippling's HSA. The transfer was initiated by the employee with their previous provider, but the funds have not been received or deposited into the employee's Rippling HSA bank account. Our team confirmed that the transfer process is initiated and tracked by the employee's previous HSA provider. We are in contact with the employee and the employee's admin and providing guidance on how to work with the previous provider to track the transfer. 

  Customer Answer

  Date: 02/08/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/23/2024

  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.

  On 12/21/23 I became locked out of my Rippling account. As the owner of my business, I needed to gain access to my account to process the Dec. payroll and 2 off-cycle payrolls for bonuses for my 9 employees. These 3 pay runs had substantial employee and employer taxes associated with them. I contacted Rippling and explained the urgency of my situation. 12/26 was the cutoff for Dec pay runs according to the Rippling system. Rippling support told me it would be A MINIMUM OF 10 DAYS before I could gain access to my account! I was told the 1st part of the process was to do a video call with a support person who would verify my identity. I arranged for this immediately. I pleaded with the Rippling representative during that call to escalate so access to my account could be reinstated and offered to provide anything conceivable they might need to verify my identity. I was assured the situation would be escalated. Many other email attempts to get my account access reinstated were met with the same generic message about the reasons why they couldnt help me. Unbelievably, 12/26 came and went and I was unable to process the critical payrolls. They reinstated access to my account on 12/28 and immediately ran the 3 payrolls - hoping funds would be taken out of my account and my employees would receive the *** transfer of their salaries and bonuses by the end of Dec. This did indeed happen - by 12/30.Rippling is now saying that even though I completed the pay runs in December and my employees received their funds in December, because the Rippling check date was 1/2/24 in the system the W2 and all tax reporting will be for January **** for these runs! They are now saying the only solution is to backdate 3 new pay runs and debit my account again for the employee and employer taxes - which means I have to pay out more than $700K again - for taxes that they already collected!My situation is currently unresolved!

  

  Business Response

  Date: 01/29/2024

  After receiving the review, we had an internal meeting with our Tax Ops team and directly contacted the customer to provide further assistance. Our Tax Ops team successfully managed to reach out to the *** and NYSW to transfer the funds paid earlier to the agency in previous pay runs to Q4 2023. This prevented the customer from being charged again for the backdated correction runs that needed to be processed. We are also collaborating with the customer to generate accurate ***** for their employees and ensure that future runs are correct.

  Customer Answer

  Date: 01/30/2024

  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.  I appreciate the efforts on the part of the executive escalation team at Rippling to address this issue quickly after it was brought to their attention through the Better Business Bureau communication as a result of my complaint.  I experienced significant personal stress, business disruption and cost as a result of the time that I and my accountant needed to spend throughout this process, and hope Rippling can improve their processes in the future - including their processes for escalating critical issues - so others don't have to go through a similar experience.  Thank you to the Rippling team.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/16/2024

  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 former employer used Rippling in 2023 for payroll. Since then, my employer has dissolved as a company, so there is no Rippling admin for me to contact at my former employer.Id like to know if my 2023 W2 is going to be uploaded to Rippling, or what I should do if it wont be.I contacted ********************************** and got an automated reply saying my email has been filtered out because I'm no longer associated with Rippling. This is absurd. I would like to speak with someone at Rippling to get an answer to my question, however they make themselves totally un-reachable to people in my situation (not currently an employee at a company using Rippling, no Rippling company admin to contact, no e-mail address associated with former employer that Rippling system recognizes).Please let me know how I can speak with a human at Rippling.Thank you.

  

  Business Response

  Date: 01/19/2024

  Upon receiving this review, we reached out to the employee and their Rippling Admin to explain that W2s will be available in their Rippling account by January 31st. We also advised the employee that should they still have questions for our support team they should reach out to the Rippling Admin that we had included in the email as they will be able to contact us directly on the employee's behalf.

  Customer Answer

  Date: 01/19/2024

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/03/2024

  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.

  After an arduous onboarding process, we decided not to proceed with Rippling. Months later we noticed that they were still charging our account even though we had advised that we were not enlisting their services. After contacting them regarding this issue and being advised that the payment was sent out we still have not received it and worst of all I just noticed that they still just charged us again yesterday!!! There is conveniently no contact number and nobody has reach out to us ad of yet with the same vigor they did when they wanted our business, it's shameful!!!

  

  Business Response

  Date: 01/08/2024

  Upon receiving this review, we reviewed the account internally and confirmed the customer's subscription was still active due to a processing error. We canceled their subscription and refunded $767.28 back to the customer and notified them immediately via email. We confirmed with the customer that the refund has been processed and should be showing in their account in the next few business days.
  

  Customer Answer

  Date: 01/08/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/31/2023

  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.

  My company recently started to partner with Rippling to manage their employee payments. For some reason, Rippling allowed the company to upload all my previous direct deposit information and authorised a one time deposit to my account without me authorising any of it. I did not authorize the upload of my person information or taking action to 'test' my account to see if it was valid. Now, this account that was created, I can't even login to. They said this is a glitch on Rippling's side they they are trying to fix. I am in conversation with the my company about the ethics and legality of this but I would like Rippling to completely delete my information, especially the account information that was given them without my consent and for me to completely start this process myself, with me uploading and consenting to what information I want included. Rippling should have never been given information regarding any accounts without my permission. I would also like to be able to login to the account. I really question Rippling's ethics that they allowed the company access to employee account's to upload personal information without their consent. It is shaky legal ground they are walking on here.

  

  Business Response

  Date: 01/09/2024

  Upon review, we have confirmed directly with this employee's employer that the employer entered the banking details of the employee on their behalf. The employer entered the information to ensure that the employee could be paid on time. Rippling didnt update this information and was not involved in the employer's decision to enter the employees details. Regarding the test, Rippling conducts a test deposit to verify the accuracy of the bank details and ensure that the employee can receive ACH payments directly from Rippling as a payroll provider. We have contacted the employer and employee to help explain what happened and assist the employee to login to Rippling.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21071381
  
  I am rejecting this response because: Why is anyone other the person who owns the bank account and personal address information info allowed to upload information? This is a security risk. They said the only reason they could do that was because you authorized temporary permission to do that. Understand, this was also done without anyone telling me. Also, I am unhappy because I cannot contact support in any way. What would happen if someone just took someone's account info and uploaded it and that person could not communicate with the person that did it? How would they remove their info if they have no way to contact you? They would need to get a lawyer, which is expensive, ******** said all of this was highly unethical and possibly illegal. (Their words, not mine.) I feel like was not treated with any respect in this situation. And again, you initiated a 'test' deposit without receiving any permission from me. It is not my company's account, it is my personal account. You cannot go linking accounts without the account owners permission, which you did not have. And I still cannot login to the account. Your team has done nothing to fix the problem. Despite sending me numerous 'reset' password requests, which I have tried numerous time and connecting to a 'special' login page which also does not work, you have done nothing other than what I had previously been doing myself. I want my data deleted and I want the whole thing stated from scratch myself because I did not give you permission to have any of the data you have. 
  
  *****************

  

  Business Response

  Date: 01/16/2024

  This employees company migrated their company to Rippling on 01/2024 for payroll and HRIS services. As with all payroll providers, Rippling securely stores employee bank account information to process payroll. During the implementation process, Rippling enables employers to invite employees to the system to enter their bank account information into their employee profile. However, we connected with the employer and were informed that in this particular employees case, the companys super admin input this employees bank account information from their previous HRIS platform into Rippling since the employee was unreachable and could not input their banking information prior to their first payroll. Rippling did not authorize temporary permission for the employer to enter these details. Super and full administrators in Rippling have complete access to all apps and data in the company Rippling account. ********************** was not a part of the companys decision to input this information on behalf of the employee without proper communication. This was a decision made solely by the employees company. 

  As such, we have connected with the employer and have asked them to work with the employee directly to determine the appropriate next steps regarding the employees data in Rippling. The employer can delete the employees profile and remove the data from Rippling as the employee requested. Rippling is not able to take action on the employee/employers behalf. 

  In regards to the login issues, we emailed the employee on 1/9 and again on 1/12 offering to meet over a Zoom to troubleshoot their log in issues. We have a call scheduled with the employee on 1/17 to review their log in issues. 

  We understand the employees concerns and apologize for their experience. We agree that the employer should have communicated with the employee prior to updating the information in Rippling to ensure that the employee was comfortable with their actions. Rippling encourages the employee to work directly with the employer to ensure that this matter is resolved. 
  

  
  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21071381
  
  I am rejecting this response because: Unfortunately, I cannot accept this response because the issue is the same as it was previously. Despite being able to login with your team earlier, I cannot login to the account again. The most recent unsuccessful attempt was at 5:50pm EST on 1/17/24.

  In regards to data privacy, employers should not be able to upload employee data themselves.  Data privacy laws state companies cannot share data without consent except in need to know situations. In this situation, they did not ask for or have consent to upload my data themselves. It is also untrue that I was not able to input data myself and the payroll was not a significant enough amount to worry about a timing issue, especially when they were able to issue a check. Also, we were only given 3 business days immediately before and after Christmas to complete this. I don't know if this was because Rippling only gave them this amount of time or they failed to give us proper notification. They also attached the wrong bank account for the wrong employee which is a huge concern. My bank account was attached to a different employee. I understand that you did not do this on your end, but by having a system that allows present and possibly former employer employers to enter private data without an employee's consent brings up legal issues. And the fact that someone cannot contact you to get it removed also is extremely problematic as it was discussed that my data may still also be linked to a former employer who I no longer work with. The system should wipe inactive employee accounts after a certain time period. This probably would help employers better manage active and inactive staff better as well.
  

  My other data concern is why is an employee birthday necessary? People were complaining out this online with Intuit Quickbooks as well.

  Really, on my side, I would just like all my data completely wiped from the system until  I can login and create the account myself. At this point though, my concern is, even if I could do that, I will still get locked out of the account with all my data stuck on your server.
  

  Thank you again for your assistance in this matter.
  Sincerely,
  *****************

• Initial Complaint

  Date:12/22/2023

  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.

  I am filing a formal complaint against Rippling due to the gross negligence and lack of responsiveness in handling critical matters pertaining to our company's payroll services. I hope that by bringing this matter to your attention, we can expedite a resolution to the issues we have encountered.On 8/4/23, our company received a letter from the *** indicating a discrepancy between our 941 and W-2, Wage and Tax Statement forms for our 2020 filings. In response to this serious matter, our designated representative immediately attempted to contact Rippling to rectify the situation. Unfortunately, our efforts have been met with utter frustration and an alarming lack of customer support.Despite multiple attempts, we have been unable to establish any form of communication with Rippling. Our initial inquiry to obtain employee forms and W-2s went unanswered, and subsequent attempts to reach customer service have been futile. The company provides no phone number for direct contact, and efforts to utilize the customer support email were rejected as we are not considered active customers. Live chat support also proved unhelpful, refusing to engage with us due to our inactive status. Additionally, our request for a bulk download of documents was denied for the same reason.This lack of responsiveness is not only unprofessional but also jeopardizes our company's compliance with the ***. We are currently unable to rectify the discrepancies highlighted in the *** letter, and our attempts to resolve this issue directly with Rippling have been exhausted due to their inaccessibility.Given the urgency of this matter and the potential legal implications, we are left with no choice but to explore legal options if a resolution is not promptly facilitated by Rippling. In light of the aforementioned circumstances, we kindly request to expedite a resolution to this matter and urge Rippling to provide the necessary documentation without further delay.

  

  Business Response

  Date: 01/03/2024

  Upon receiving this review, Rippling has since informed the (former) customer that the company left ********************** in April 2020. During the off-boarding process, the company requested the following:
  - Last quarter that Rippling will file quarterly taxes: Q1, 2020
  - Last year that Rippling will file W-2s/1099s: 2019

  As such, we have confirmed with the former customer that ********************** properly filed for Q1 2020 and provided the appropriate documentation of the filing. We advised the customer to work with their new payroll provider for the additional quarters and end-of-year reports upon leaving Rippling. Additionally, we have clarified with the (former) customer that the reason they were experiencing issues reaching our support was due to their email not being associated with the companys Rippling account. We are currently working with the customer directly to ensure that they have authorized access to the former account and eliminate any further issues.

• Initial Complaint

  Date:12/09/2023

  Type:Billing 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 checked my FSA balance through Rippling on 11/30/23 and saw that I had a balance of over $4,000. My company switched to Rippling from Gusto in 9/23. I was not familiar with my FSA balance due to the switch, rollovers, and employer contribution. I knew I needed to spend this money before the end of the year and decided to seek out *****. I went to multiple appointments which required me to take time off work, I spent money on copays to see a specialist, I traveled to another city for 2 appointments, and my pre-op appointment is included in the overall price of over $5,000.00, meaning I will owe money for that appointment even if I don't have the surgery. When I got the bill and went to check the exact amount in my account for the ************ to charge, my account showed less than $500. I had just asked the company rep that deals with Rippling to ask them when my new card would be arriving at my home (I never received the first one). This leads me to believe Rippling was aware I would be using my account very soon. When I reached out to my rep again to ask about the $4,000.00+ deducted from my account with no prior communication, she reached out to them. They claim they "made a mistake" with an initial deposit into my account and are now correcting it (the day before I was to pay for my surgery). We use a company called Benni or ***** to manage communications with ***** and Rippling because they are extremely difficult to communicate with and get transparency from. Crazy, right? To be blunt, your mistake cost me time and money, it wasn't just an inconvenience, and you need to take financial responsibility for it. I've already reached out for legal advice should Rippling decide to be difficult about this (likely).

  

  Business Response

  Date: 12/19/2023

  Upon receiving this review, we reached out to the employees admin to inform them that the *** balance for the employee was erroneously adjusted in Rippling. We are in contact and working directly with the admin to correct the funds accordingly.

• Initial Complaint

  Date:11/30/2023

  Type:Order 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.

  1.Date of the Transaction oMay 1st to June 2, 2023 Payroll ?Payment date: 07/17/2023 oJune 1st to June 16th, 2023 Payroll ?Payment date: 07/17/2023 oJune 5th to June 16th, 2023 Payroll for ******************* ?Payment date: 07/17/2023 oOff-Cycle Payrun (June 19th to June 26th, 2023)?Payment date: 07/03/2023 2.Amounts of Money Paid to the Business (Rippling)oMay 1st to June 2, 2023 Payroll ?Total paid: $1814.71 (Employee $1078.01, Employer Taxes $736.70)oJune 1st to June 16th, 2023 Payroll ?Total paid to Rippling: $2,139.60 (Employee Taxes $1,504.10, Employer Taxes $635.50)oJune 5th to June 16th, 2023 Payroll for ******************* ?Total paid to Rippling: $689.11 (Employee Taxes $439.02, Employer Taxes $250.09)oOff-Cycle Payrun (June 19th to June 26th, 2023)?Total paid to Rippling: $2,515.92 (Employee Taxes $1770.14, Employer Taxes $745.78)oGrand Total Paid to Rippling: $7,159.34 3.Business Commitment oRippling was committed to providing payroll and tax filing services.4.Nature of the Dispute oRippling allegedly failed to file taxes for Quarter 2 as agreed upon and is currently not assuming responsibility. The ******** Education and Labor Cabinet has requested payroll records for an investigation and filing of delinquent unemployment Insurance tax reports. Rippling claims they started filing taxes from June 24, 2023, which contradicts the user's records. They have also not filed taxes to numerous other tax agencies as well for Quarter 2.5.Resolution Status oAs of now, Rippling is not actively resolving the issue and is holding the funds meant for tax purposes.6.Additional Information oThe user possesses payroll records, conversations, and recordings that demonstrate promises made by Rippling and the lack of support provided.7. Recording, the Recording cannot be uploaded for some reason I can provide it if you need it.

  

  Business Response

  Date: 12/07/2023

  Upon receiving this review, we reached out to the admin to inform them of the root cause of their filings being allotted incorrectly. Additionally, we are currently in communication with the admin and partnering on next steps in adjusting the filings to ensure that we are mitigating any future issues during the Annual filing cycle.

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  Rippling provides FSA Services and failed to pay my medical bills using money I had in my Flexible Spending Account. Later, they claimed they'd send me a new card, and I never got it. Now my former employer is telling me I can no longer access my FSA account as it has expired. Coincidentally, the claims I tried to file were prior to the expiration date.

  

  Business Response

  Date: 11/28/2023

  Upon receiving this review, we reached out to the employee to clarify the process around FSA plans as well as insight into why the transactions were denied. We confirmed that the charges attempted occurred after the employee's last day of employment and these transactions were not eligible expenses since the employee's plan was terminated on the last day or employment. We provided further information to the employee on the 90-day runout period upon termination, where employees can submit claims for any eligible expenses through their FSA account for services that took place within their dates of employment/plan year. As such, we informed the employee that the transactions took place outside of the dates of employment with the company and are not eligible expenses for a refund.