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: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. **************************************************************

• Initial Complaint

  Date:02/20/2023

  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.

  Rippling does not provide services that it claims to provide.The number of issues we have had with them failing to file our taxes correctly with various states, their set up for specific HR processes such as PTO accrual pauses, FSA claims set up issues, benefit deduction issues is excessive. They continue to fail to take responsibility for errors within their system and charge us for payroll correction we have to run to fix their system errors or that their system doesnt have things set up accurately.They require a 1 year pre-payment and we need to move services immediately. We are requesting the refund 3 months of services paid so that we can make the switch to a competent and reliable payroll provider.

  

  Business Response

  Date: 07/14/2023

  We had a call with the customer today and confirmed that the account is in good standing and switching providers is no longer a desired solution. A lot of progress has been made since March and they will be working with Rippling to renew their contract in October. 

• Initial Complaint

  Date:02/03/2023

  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.

  I have had an account with Rippling since the end of Nov. 2022, but I have not run payroll with them yet. I have completed the set up process, and when I logged onto my account today I received a pop up notification stating that my account is scheduled to close. There was no explanation , and no email or relevant correspondence. A monthly fee was deducted from the account the same day. Our emails have been ignored. We have been blocked from the support chat feature as well. As a final attempt to contact anyone we reached out to sales so they could hopefully connect us - We were told by sales that someone in the proper department would call, no one ever did. We have been completely left in the dark with no explanation as to why.

  

  Business Response

  Date: 07/14/2023

  We reviewed this complaint and confirmed that the company received a full refund for their incomplete implementation. After receiving the complaint, we reached out to the customer and offered to connect if they had any additional questions about their experience. 

• Initial Complaint

  Date:02/02/2023

  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.

  They charged us for services we did not request, put us through h*** to cancel, then continued billing us even though we had in writing that the service was cancelled. We were forced to put a stop payment on our account and now they will not file our W2's or give us access to any statements.

  

  Business Response

  Date: 07/26/2023

  After looking into the account, ********************** did not properly terminate all accounts related to this customer. Once that was identified the team retroactively terminated Skyinance's account and confirmed a refund was sent back appropriately for the oversight. The client requested access to their W2s on 1/31/23. The account was suspended due to multiple failed invoices, but W2s were still accessible as Rippling does not block access to these forms. Our support team also sent them via email on 2/7/23.

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising 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 was the payrolling service used by my employer in 2022. They sent me an incorrect W2. For the year 2022, they entered $0 wages on box 1, $0 withheld taxes on box 2, and they left boxes 3-5 empty, despite that Rippling paystubs report earned wages and withheld taxes for that same year. This is a mistake from Rippling, and there is nothing that me or my employer can do to fix this. Rippling documentation does not provide an email to contact support. Because it is impossible to contact Rippling, the company prevents me from filing taxes on time. I request that Rippling fixes the issue with my W2 now or that they pay all IRS penalties that *** result from their delays. I also request that Rippling creates a support line to address tax form issues, or that they inquire about W2 accuracy from the client app. Rippling is a highly dysfunctional service.

  

  Business Response

  Date: 07/11/2023

  This employee reached out to our Executive on Linkedin and our resolutions team reached out on 2/2/2023. We confirmed that originally Rippling provided 2 W2s for this employee and all CA based employees on Rippling's PEO. This was done to separate Federal withholding taxes and **************** wages and is within compliance. In our reach out on 2/2/2023, we confirmed that both of the W2s were present on the employee's profile and matched the wages that were recorded throughout the year for this employee. Our team also provided a link to the below help center article which explained the W2s and how to file.

  The employee confirmed that she accessed both W2s on 2/2/2023. 

  **************************************************************

• Initial Complaint

  Date:01/31/2023

  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.

  We contracted Rippling in January 2022. About two months later, we suffered tremendous business losses and needed to lay-off the employees. When I contacted Rippling, they said that because we had an annual contract, they could not adjust the number of employees until the year was up, January 31, 2023. When I asked if we could at least reduce the number of apps since we were not using them, they said the same thing. So from March 2022 to January 2023, Rippling continued to bill us even though the company was essentially closed. We were being invoiced for payroll that we weren't running. And worse, they kept sending emails about tax penalties for employees who were laid-off so we were paying taxes for people who weren't employed too. The monthly bill was hitting nearly $1000. I attempted to retrieve employee information during this time including NDAs that were signed and housed there. But because the account was suspended due to non-payment, I could not retrieve them. In December, I contacted them to ensure we would receive the W2s for the time we were able to pay employees. They do not have a phone number and rarely responded to emails. When they did, just like when I first contacted them in March, they would ask to send another email and say the problem would be handled. Weeks would pass and still no response. In January 2023, I contacted them again via email about the W2s. They replied once and asked why we were cancelling the account. No response to the W2s. I responded again about the company details and demanded the W2s or at least information so that I could file them myself. No answer. It does not make sense to have no way to contact them for support or that they have no mechanism for when companies fold or lay-off employees, especially since that is common. And now I'm anticipating the *** coming after me. I would like the W2s and information so that I may file the ****s.

  

  Business Response

  Date: 07/17/2023

  Bridge to College was under an annual contract that began on 1/22/2022. The client requested a change to the number of employees as well as the number of apps in February of 2022, but was informed that no adjustments can be made to the contract mid year. As mentioned in the customers complaint, the customer signed an annual contract with ********************** through 1/31/2023. After requesting access to W2s on 1/18/23 for former employees, the client was informed that W2s will be made available in employee profiles on 1/31/23. These were produced internally on 1/21/23. The account was suspended due to multiple failed invoices, but W2s were still accessible as Rippling does not block access to these forms. The client was informed that Ripplings standard practice is to have these available indefinitely and employees should be able to reset their Rippling passwords and access their Rippling account indefinitely.