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:02/20/2023

  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.

• Initial Complaint

  Date:01/25/2023

  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 signed up for a year contract with Rippling, and they were supposed to file all our state and federal taxes. Within a month, we started getting notices that the taxes were not being paid even though Rippling had taken the money from us. We requested cancellation within 6 months and a refund, but we were told there were no refunds and that they deposited the money for the taxes to our company bank account, which never happened. Now we cannot get help, but we cannot retrieve the W2s for our staff and need a way to contact them. If you are thinking of going with this company you should find another company.

  

  Business Response

  Date: 07/10/2023

  Our team reviewed this complaint on 7/10/2023. This customer was subscribed to an annual contract and requested to churn their services in April 2022. During our account termination process, Rippling requests confirmation on whether a customer would like ********************** to handle their end of year filings including W2s. On 4/20/2022, this customer confirmed to the ********************** offboarding team that they did not want Rippling to do their End of Year Filings. Given this confirmation, Rippling did not generate W2s. On 4/30/2022, their contract was terminated.

  As per our payroll terms of service, Section 2, "In the event that you or Rippling terminates your ******* Services, then as of the effective time of such termination, Rippling will have no obligation to make further payroll tax filings or payments on your behalf.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 18896178
  
  I am rejecting this response because: they had me sign a very generic 3 question form. No where on there did it specify we would not get the required W2s. Additionally they deducted money but did not pay the state taxes to the point we were in a lien issue with one of the states. We ended up paying a reputable tax person to get the W2s for our employees. Dont do business with them or any company that doesnt have a phone number in case you need help. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/11/2023

  The company ended services with Rippling on 04/30/22. The customer confirmed that Q2 2022 would be the last quarterly filing that they would like Rippling to process on thier behalf. Based on the answer to the question "Do you want Rippling to process End of Year filings for a $1000 fee (Yes/No)," which includes W2s/1099s, you answered "No".  Therefore, Rippling did not process W2s. Please note that our payroll terms of service is clear that Rippling will not make filings after termination. This is explained in Section 2, which states, "In the event that you or Rippling terminates your ******* Services, then as of the effective time of such termination, Rippling will have no obligation to make further payroll tax filings or payments on your behalf." Indeed, this is why we reach out and inquire from customers terminating services whether they want to pay an additional fee to have us do these filings.

  Regarding the tax payments, we reviewed all the tax filings for this company and confirmed that all filings and payments were completed during the contract period. The customer did send ********************** a few notices that they had received from agencies and upon review we can confirm that any issue with associated penalty and interest costs due to a Rippling error were covered as a resolution for those cases. Rippling does not receive Tax Notices on companies' behalf,  we are a third-party provider and notices are sent to the business at the address on file with that agency. Rippling was not made aware that there was a lien issue with a state and if we were, our Tax team would have addressed this accordingly. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 18896178
  
  I am rejecting this response because: Unless you are an accountant you would not realize that saying no meant we would not receive the W2's additionally charging us money to have you do this is ridiculous.  We cancelled our contract with you because you broke the contract by not paying the deductions to the states as promised however, we received NO refund of the money we paid for the year in advance. I stay firm that your practices are not reputable. 
  
  Sincerely,
  
  *******************