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:11/18/2023

  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.

  Tried contacting the company after my business was sabotaged via theft of employee records, corporate records and payroll records. The business is no longer active and I can't file reports because financial records are stolen. Bank accounts have been closed because wallet with credit cards and checks was stolen as well. Police report filed. I tried contacting Rippling but they refused to close my account stating there is an open contract.

  

  Business Response

  Date: 11/20/2023

  Upon receiving this review, we reached out to the customer to acknowledge our team's previous communication. We are in contact and currently working with the customer directly to ensure their request is handled properly.

• Initial Complaint

  Date:11/15/2023

  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.

  Our company, *************************** of ************, **** has been trying to cancel our subscription with Rippling since February 2022 and it has not been successful. They are deducting $194.22 via ACH every month. The company does not allow us the ability to create a case or contact a live person to assist with cancelling the subscription. They have the subscription set to auto-renew on 1/1/24 with no way of cancelling or declining the subscription renewal! They have a 'how-to cancel a subscription' guide on their website that states you must reach out to Rippling support team or your CSM first, then they claim that they will make links available on your platform to cancel your subscription. However they don't give you a way to reach the Rippling Support Team or any live person for that matter, so they continue to deduct payments on a monthly basis with no consequence. I want this subscription cancelled b/c the services have never been used. I have attached the most recent invoice along with a snapshot of the website when I try to reach out to Rippling support center as a super administrator. I want this subscription cancelled as of February 2023 for a refund amount of $1942.20 and I do not want this subscription to automatically renew beginning Jan **** as they plan to do.

  

  Business Response

  Date: 11/15/2023

  Upon receiving this review, we reached out to the customer to assist them in accessing our support team as well as tended to their request for a refund and cancellation of their account. We determined their inability to successfully contact support was due to their account being marked incorrectly in Rippling upon their initial request to cancel their account in February. This led to their future attempts in reaching our team to advise to be unsuccessful. We have informed the customer that we will be honoring their request for a full refund ($2,138.98) as well as cancelling their account immediately.

  Customer Answer

  Date: 11/21/2023

  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 have received the refund, and I am trusting that Rippling has completely cancelled the account and will not bill us again or process any auto-renewal.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/30/2023

  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 would like to cancel my service but cannot contact anyone at Rippling to do so. On Rippling's customer service ********************** it states to "directly reach out to your dedicated CSM or to the Rippling Support team." (see article link below) But there is no way to directly contact Rippling or to cancel the service myself. There is no email or phone number in the customer service portal and the chat redirects back to the customer support portal.I'd like to be contacted by Rippling and have my account cancelled before I am charged again. If I'm charged again due to delays in their customer service response times, I'd like a refund processed.**************************************************************

  

  Business Response

  Date: 11/01/2023

  Upon receiving this review, we reached out to the customer to assist them in accessing our Support Team. The customer denied the request for a meeting and requested an immediate cancellation of their account. This customer is on an annual contract with a renewal of 5/12/2024. Per our Terms of Service, we require a 30-day notice prior to the renewal date to terminate services and cannot cancel mid-contract. We have scheduled this customer's account for cancellation at the end of their contract.
  

• Initial Complaint

  Date:10/16/2023

  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.

  We partnered with Rippling in Fall 2022, initially impressed by their comprehensive setup for HR management tailored to small businesses, as well as some unique technology features. We began with 6-8 employees and understood that charges would be on a per-employee basis, meaning our bill would fluctuate with our employee count.Upon finalizing the details with our Account Executive over several Zoom meetings, we committed to a 12-month contract. With our staffing falling below our original expectations, I chose to contact Rippling to cancel our contract and move to another payroll provider. Although we contacted Rippling 15 days prior to the beginning of a new contract, no responses from Rippling were made to confirm our request. When a response was finally made from Rippling, it was noted that they could do nothing in regards to canceling our contract and that we would be stuck with another year's contract despite horrible to nonexistent customer service over the past year.We're now stuck with a contract and continued billing against our wishes and continued requests for cancellation for a service that we are not happy with and that no longer fits our small business needs. Communication with the company is another pain point, as interactions are restricted to slow email exchanges, often with repetitive and unclear responses from an Account Executive without any cooperation or results. This is simply unethical and fraudulent.I advise potential clients to be cautious before committing to Rippling based on our terrible experience.

  

  Business Response

  Date: 10/23/2023

  We have determined to honor the request of the customer and cancel all remaining contracts with Rippling. Our original decision to not break the contract falls in line with our Terms of Service. This customer had signed an annual contract which requires at least 30 days of notice prior to renewal to terminate their contract. After further investigation, it was determined that this customer's account was inputted into our systems incorrectly. This ultimately led to the customer not being able to access to our support team for a majority of their contract which led to a lot of frustrations on the customer. To add, we have processed the cancellation and contacted the customer directly regarding this update.

• Initial Complaint

  Date:09/08/2023

  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.

  We have given a 30days notice cancel services on 07/02/2023; however, they ignored this and are continuing to charge us

  

  Business Response

  Date: 09/14/2023

  Upon review, Rippling confirmed that the customer provided proper notice of cancellation and reached out to the customer directly to complete the offboarding process. Rippling confirmed that the account has been cancelled.

• Initial Complaint

  Date:08/28/2023

  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 cannot file my state taxes (where I am owed a $10k+ refund) because Rippling PEO has not given me a corrected W2 for tax year 2022. The W2 that was given to me is incorrect and impossible per my accountant. I reached out to my past employer by email on July 9th to alert them to to the issue. By July 14th, they reported to me that they had reached out to Rippling and that Rippling suggested I file my own amendments. My accountant let me know this would definitely have me be audited and that I am due a correct W2. I reached out again on July 25th to my employer to again request the W2 I needed to file my taxes. On July 31st, my employer emailed me to say "We spoke with Rippling today. Ultimately, they have opened a case internally to get a W-2C issued. They said it shouldn't take a tremendous amount of time given time of year, but they also didn't commit to a firm timeline."It has been more than 4 weeks since that time and I have no W2. I am going to contact the *** on Wednesday to report Rippling not furnishing me a correct W2 (It is August 28, 2023. I need to file my state taxes.) but it would be great if Rippling could do its job without the *** needing to get involved. Rippling has caused me to spend more money on an accountant and delayed my ability to file my taxes by more than 2 months. I just want my corrected W2. I would also like someone who I can directly contact at Rippling to resolve the issue. They don't allow for employees of their PEO to contact anyone for support. That is why I'm filing this.

  

  Business Response

  Date: 08/30/2023

  The employee's employer reached out to Rippling Support on 7/12 regarding the W2 issue this employee was experiencing. The employer was advised on the need to run a correction pay run and create an amendment in order to generate a W2C for the employee. The employer did not reach out again regarding this issue nor did they run the correction run as advised by Rippling. On 8/30, we reached back out to the employer as a result of a new case submitted by the employee and confirmed they did not run the correction run. Our support team helped the employer with the correction run and amendment to generate a new W2C. We are in contact directly with this employee and have sent over the updated W2C.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair 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.

  Filed *********************** September of 2022. Expected a refund. After waiting 5 months Rippling claims they incorrectly filed the forms and needed to resubmit them. It is now going on a year and $160,000 of refunds due from the *** have not been returned to our company. No one responds to my inquiries when I email, because they do not have a phone number. All I am told is to wait, but I know other companies who filed refunds with the *** have gotten thier money already, but Rippling is illegally holding our refund and refusing to communicate any status whatsoever. Our company is now out of business due to the holding of money that is rightfully ours.

  

  Business Response

  Date: 08/11/2023

  Rippling has been in touch with the customer and provided confirmation that the *** amendments were submitted to the *** for Q1 2022 and Q2 2022.  Q1 2022 was sent on 2/15/23, and the *** received/forwarded for processing on 2/27/23. Rippling also provided confirmation that the *** amendment to the *** for Q2 2022 was sent on 1/25/23, and the *** received/forwarded for processing on 2/7/23. Rippling confirmed to the customer that the *** has not issued the refund for Q1 yet, but that we were able to refund the amount for Q2 to the customer on 8/11/23. We are continuing to work with the customer to oversee the progress of their Q1 return.

  Customer Answer

  Date: 08/14/2023

  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:06/02/2023

  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.

  Our annual renewal with Rippling is coming up on 7/1/2023. Rippling pushed ** to renew the contract without sharing accurate information. We were told that only upgrading the subscription from Basic Plan to Pro Plan would let us have access to Compensation Bands feature. And by upgrading, it costs our company more. We decided to upgrade on 5/15/2023, and on 5/25/2023, Rippling announced that they are giving Compensation Bands feature as a free feature to Basic Plan.Inaccurate information misleads customer decisions to upgrade service subscriptions. I have reached out to our account manager on May 25th, and they refuse to provide a solution. I was told that we could not cancel our renewal upgrade because the renewal date has been changed to 6/1/2023. However, I reached out about this concern on May 25th via email and phone call. Didn't receive a response until May 31st. Now they are telling me the renewal became effective on June 1st. But our actual renewal date should be July 1st.

  

  Business Response

  Date: 06/05/2023

  Per the request of the customer, our Manager and Director of our ****************** have scheduled a call with the customer for Tuesday 2pm ET. The purpose of the call is to clarify the tiers related to the Unity product and align on a solution for the customer as it relates to their upgrade. We are confident that we can come to a resolution.

• Initial Complaint

  Date:05/10/2023

  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 was an Employee of a company that uses Rippling as Payroll provider. I was laid off in first week of Jan and enrolled in COBRA Health Ins of my Employer at Rippling.Rippling deducted the monthly premiums from my bank account for Feb to April.I then cancelled / de-enrolled my COBRA coverage to end at end of April. I did this before Apr 15th.The cancellation request was sent to the ****************** who promptly cancelled my **************** at end of April but Rippling still went ahead and deducted May premiums. Today is May 10th and I still did not receive the credit from Rippling and nor have I heard from my Employer (who is waiting for a response from Rippling).

  

  Business Response

  Date: 05/10/2023

  We appreciate the Better Business Bureau for bringing this to our attention. A member of our team has connected with the employee of our client. We have provided steps for the employee to obtain additional support through their Rippling administrator as we do not support employees directly. Rippling will continue to work with our client directly until the issue has been resolved.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20041446
  
  I am rejecting this response because:they are telling me to reach my ex-employer to get this handled. They made a mistake and have not responded to my ex-employer requests since *** 2nd. So it is Rippling that is not providing service for which they charge the ex-employer. It is Rippling that deducted the money that they should not.

  Please find the attached certificate from ***************** saying that my COBRA coverage ended on April end. In this case, why did Rippling deduct the money for *** premiums?

  Trying to cover up their mistakes by telling me to reach out to my ex-employer to correct rippling mistake is a very unprofessional method.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/03/2023

  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 paid into commuter benefits and got laid off when I still had money on my card. There is no way to get in touch with rippling about this issue and my old employer is not sure how to fix it either. I would like the over $300 worth of money I have sitting on this card to be returned.Also, to file a formal complaint against rippling because this is not how you run a platform that deals with peoples money.

  

  Business Response

  Date: 07/10/2023

  Thank you for the submission. Our team reviewed this complaint and confirmed that commuter benefits are employer-sponsored benefits that allow employees to contribute pre-tax funds to certain commuter expenses. When an employee leaves a company, the funds are returned to the employer but the employee can submit a claim for expenses incurred prior to their termination date. This EE was terminated on 3/11/22 and when she reached out to Rippling on 4/11/22, our support team informed her she had 90 days to submit a claim for eligible expenses incurred while employed. The employee submitted a claim on 3/6/23, which is past the 90-day grace ****** and deadline of 6/9/22.

  Here is documentation from our help center article that documents the process for commuter benefits. **************************************************************